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#2015ConnectCon @connectmembers facebook.com/connectmembers
#2015ConnectCon @connectmembers facebook.com/connectmembers
#2015ConnectCon @connectmembers facebook.com/connectmembers
The Secrets of Connecting with
Your Clients Instantly
Alen May...
#2015ConnectCon @connectmembers facebook.com/connectmembers
• 22 years in international sales and
business development
• P...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Principles of communication
•  Respect your client’s model of ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Agenda
• How to establish rapport with any prospect, at any mo...
#2015ConnectCon @connectmembers facebook.com/connectmembers
What is rapport?
•  Rapport is a process, not a thing. Rapport...
#2015ConnectCon @connectmembers facebook.com/connectmembers
3 elements of rapport
•  mutual attention, where each person i...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Albert Mehrabian’s model
•  7% of the communication is in the ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Your medium
•  Emails: only 7% of the communication
•  Telepho...
#2015ConnectCon @connectmembers facebook.com/connectmembers
2 Ways of Creating Rapport
•  Physical
•  Verbal
#2015ConnectCon @connectmembers facebook.com/connectmembers
Physical way
Physical:
•  Matching and mirroring
•  Pacing and...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Things you can match
•  match their body posture
•  hand gestu...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Things you can match
•  More impact than the actual words you ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Pacing and leading
Pacing:
•  notice how your clients behave, ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Pacing and leading
Leading:
•  pace for few minutes, then lead...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Objection!
If you lose rapport:
•  go back and pace and pace a...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Objection!
Dance with your client:
•  pace and pace and pace, ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
How do you recognize rapport?
•  You’ll feel it.
•  You lead, ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Verbal pacing and phone
•  Same rule: pace, pace, pace, and th...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Verbal pacing
•  Voice tone (pitch) - high or low?
•  Volume (...
#2015ConnectCon @connectmembers facebook.com/connectmembers
The EEE Representational System
•  Eyes (Visual)
•  Ears (Audi...
#2015ConnectCon @connectmembers facebook.com/connectmembers
1.  ‘The movie was really good. The photography was brilliant....
#2015ConnectCon @connectmembers facebook.com/connectmembers
The EEE Representational System
Eye or Visual:
! Memorize by s...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Ear or Auditory:
" Easily distracted by noise
" May think usin...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Emotion or Kinaesthetic:
I Often talk and breathe slowly
I R...
#2015ConnectCon @connectmembers facebook.com/connectmembers
How to influence visual clients
Listen to your clients to hear...
#2015ConnectCon @connectmembers facebook.com/connectmembers
How to influence visual clients
•  Use visual words with a ‘vi...
#2015ConnectCon @connectmembers facebook.com/connectmembers
How to influence visual clients
Questions to ask:
•  Can you s...
#2015ConnectCon @connectmembers facebook.com/connectmembers
If I could
SHOW
you…
If this
LOOKS
GOOD…
#2015ConnectCon @connectmembers facebook.com/connectmembers
How to influence auditory clients
Listen for words like:
•  he...
#2015ConnectCon @connectmembers facebook.com/connectmembers
How to influence auditory clients
•  If you want to influence ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
How to influence auditory clients
•  If you use auditory words...
#2015ConnectCon @connectmembers facebook.com/connectmembers
If I could
TELL you…
If this SOUNDS
GOOD…
#2015ConnectCon @connectmembers facebook.com/connectmembers
How to influence kinesthetic clients
Listen to words like:
•  ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
•  give them something to touch or send them something to
feel...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Questions to ask are:
•  Do you feel my concern about this pro...
#2015ConnectCon @connectmembers facebook.com/connectmembers
If you
could
GET A
FEEL
FOR IT…
If this
FEELS
GOOD…
#2015ConnectCon @connectmembers facebook.com/connectmembers
Summary
•  To persuade your clients, your communication needs ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Practising Rapport
•  Notice examples of people in rapport aro...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Final words of wisdom
•  Each of us has our own unique map of ...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Alen Mayer, CSP
Sales Trainer, Author and Coach
Phone: 647-427...
#2015ConnectCon @connectmembers facebook.com/connectmembers
Thank YouThank You
42
#2015ConnectCon @connectmembers facebook.com/connectmembers
Coming Up at 3:00 p.m.
43
Bottom-Up Marketing
Presenter:
Cyndi...
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Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

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Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

  1. 1. #2015ConnectCon @connectmembers facebook.com/connectmembers #2015ConnectCon @connectmembers facebook.com/connectmembers
  2. 2. #2015ConnectCon @connectmembers facebook.com/connectmembers The Secrets of Connecting with Your Clients Instantly Alen Mayer President and CEO of North American Sales Training alen@alenmayer.com @mayeralen
  3. 3. #2015ConnectCon @connectmembers facebook.com/connectmembers • 22 years in international sales and business development • President of the Sales Association Ontario Chapter • Voted Number 2 on the list of Top 50 Most Influential People in Sales Lead Management in 2013 • Author of 7 sales titles, including “Selling for Introverts”, “Introverts in Business” and “Trigger Events – how to find your next customer” • Blogger - AlenMayer.com voted as top 25 sales blog in the world • 8th worst hockey player in Canada hoping to work my way to being 20th worst in the country
  4. 4. #2015ConnectCon @connectmembers facebook.com/connectmembers Principles of communication •  Respect your client’s model of the world •  The meaning of communication is the response you get •  You cannot not communicate •  There is no failure, only feedback •  Resistance is only a lack of rapport •  The more complex the situation is, the more behavioural flexibility you need
  5. 5. #2015ConnectCon @connectmembers facebook.com/connectmembers Agenda • How to establish rapport with any prospect, at any moment in time • How to use verbal and non-verbal techniques topersuade • How to speak the same language of your clients’ mind to build deep level of rapport (even over the phone!)
  6. 6. #2015ConnectCon @connectmembers facebook.com/connectmembers What is rapport? •  Rapport is a process, not a thing. Rapport is something we do with another person. •  Rapport is responsiveness - you don’t have to ‘like’ the other person. •  If you don’t have rapport, you won’t get your outcome. In any conversation, neither of you will get anywhere until you have established rapport.
  7. 7. #2015ConnectCon @connectmembers facebook.com/connectmembers 3 elements of rapport •  mutual attention, where each person is tuning in to the other •  shared positive feeling - mostly conveyed by non- verbal messages •  synchrony - people unconsciously respond to each others’ movements and gestures Rule: If you don’t have rapport, you won’t get your outcome.
  8. 8. #2015ConnectCon @connectmembers facebook.com/connectmembers Albert Mehrabian’s model •  7% of the communication is in the words that are spoken. •  38% of the communication is in the tonality (how the words are said). •  55% of the communication is in the physiology or body language.
  9. 9. #2015ConnectCon @connectmembers facebook.com/connectmembers Your medium •  Emails: only 7% of the communication •  Telephone: only 45% (7% words and 38% voice tonality) •  Face to face: all three - words, voice tonality and physiology
  10. 10. #2015ConnectCon @connectmembers facebook.com/connectmembers 2 Ways of Creating Rapport •  Physical •  Verbal
  11. 11. #2015ConnectCon @connectmembers facebook.com/connectmembers Physical way Physical: •  Matching and mirroring •  Pacing and leading
  12. 12. #2015ConnectCon @connectmembers facebook.com/connectmembers Things you can match •  match their body posture •  hand gestures •  head tilt •  facial expressions •  breathing •  energy level •  even eye blinks!
  13. 13. #2015ConnectCon @connectmembers facebook.com/connectmembers Things you can match •  More impact than the actual words you say. •  The more aspects you can match, the more effectively you can create rapport. •  Ask yourself: “What speed is this person running at?” - and match it. Rule: People like people who are like them.
  14. 14. #2015ConnectCon @connectmembers facebook.com/connectmembers Pacing and leading Pacing: •  notice how your clients behave, and then you step into the behavior of the person you want rapport with. •  pace clients by matching their body movement. Rule: When your clients move, you move.
  15. 15. #2015ConnectCon @connectmembers facebook.com/connectmembers Pacing and leading Leading: •  pace for few minutes, then lead and watch if they follow. •  behavioral flexibility is the key - person with the most flexibility wins. •  if it’s not working, change your approach - pace them a little slower. •  shorten this time – then you will be able to lead; •  keep leading until sale is closed. Rule: Objections occur when you lose rapport.
  16. 16. #2015ConnectCon @connectmembers facebook.com/connectmembers Objection! If you lose rapport: •  go back and pace and pace and pace before you lead. •  Ask: “I feel that something changed. You were here right with me a few moments ago. What changed? Did you think of something that you would like to ask me?”
  17. 17. #2015ConnectCon @connectmembers facebook.com/connectmembers Objection! Dance with your client: •  pace and pace and pace, and then you lead and lead and lead. •  If it’s working, continue with your presentation until the end. •  If you lose them, stop and pace and pace and pace them.
  18. 18. #2015ConnectCon @connectmembers facebook.com/connectmembers How do you recognize rapport? •  You’ll feel it. •  You lead, they follow. •  Your customers may tell you.
  19. 19. #2015ConnectCon @connectmembers facebook.com/connectmembers Verbal pacing and phone •  Same rule: pace, pace, pace, and then you lead. •  Cold calling works only if you pay attention to your audience and pace them. •  Adjust yourself to other person immediately.
  20. 20. #2015ConnectCon @connectmembers facebook.com/connectmembers Verbal pacing •  Voice tone (pitch) - high or low? •  Volume (loudness) - do they speak quietly or loudly? •  Tempo (speed) - how fast or slowly do they speak? •  Timbre (quality) - what qualities do you hear in their voice? Clear or husky? •  Rhythm - a flowing melody in their sentences or do they pronounce their words in a staccato way? •  Using the same sensory words as them (EEE™ system) •  Talking at the rate they’re breathing •  Accent is probably best left alone!
  21. 21. #2015ConnectCon @connectmembers facebook.com/connectmembers The EEE Representational System •  Eyes (Visual) •  Ears (Auditory - hearing) •  Emotions (Kinesthetic - touch) •  Olfactory (smell) •  Gustatory (taste) { S e n s o r y
  22. 22. #2015ConnectCon @connectmembers facebook.com/connectmembers 1.  ‘The movie was really good. The photography was brilliant. You really got a deep insight into the main characters’ minds. The images were memorable, and I would love to see it again.’ - VISUAL 2.  ‘What a strong movie that was! Really powerful characterisation that held your attention. The feelings of the characters really came over. Go and see it whatever you do. It is a hit. You will be riveted to the screen.’ - KINESTHETIC 3.  ‘I’ve got to tell you about this movie. Marvellous dialogue and a terrific soundtrack. The motives of the principal characters came over loud and clear. I like a movie that tells a good story.’ - AUDITORY The EEE Rep. System - example
  23. 23. #2015ConnectCon @connectmembers facebook.com/connectmembers The EEE Representational System Eye or Visual: ! Memorize by seeing pictures ! Have trouble remembering verbal instructions ! Tend to stand up straight, breathe from the top of the chest ! Prefer to stand back so they can see you ! Interested in whether things 'look good' ! Tend to move, think and talk faster
  24. 24. #2015ConnectCon @connectmembers facebook.com/connectmembers Ear or Auditory: " Easily distracted by noise " May think using 'external dialogue' " Learn by listening " Can repeat things back to you easily " Breathe from middle of chest " Tone of voice very important " Interested in whether things 'sound right' " Like to be close enough to hear you The EEE Representational System
  25. 25. #2015ConnectCon @connectmembers facebook.com/connectmembers Emotion or Kinaesthetic: I Often talk and breathe slowly I Respond to physical rewards and touch I Memorise by doing or walking through things I Breathe from abdomen I Interested in whether things 'feel right' I Like to be close enough to touch you The EEE Representational System
  26. 26. #2015ConnectCon @connectmembers facebook.com/connectmembers How to influence visual clients Listen to your clients to hear if they use words like: •  Picture, clear, sight, see, light, focus, vision, draw, outlook, preview, paint. •  They could use visual phrases like: appears to me; beyond a shadow of a doubt; get a perspective on; in light of; in view of; looks like; showing off; sight for sore eyes; under your nose; up front.
  27. 27. #2015ConnectCon @connectmembers facebook.com/connectmembers How to influence visual clients •  Use visual words with a ‘visual’ person •  “Let me show you what we need to do about it…” •  Use graphs, pictures, and videos to make your point. •  Help them see the opportunities in dealing with you and the possible outcomes. •  Use video communication like Skype and try to avoid the phone; they are known to be poor listeners.
  28. 28. #2015ConnectCon @connectmembers facebook.com/connectmembers How to influence visual clients Questions to ask: •  Can you see what I am saying? •  Is that aligned with your vision?
  29. 29. #2015ConnectCon @connectmembers facebook.com/connectmembers If I could SHOW you… If this LOOKS GOOD…
  30. 30. #2015ConnectCon @connectmembers facebook.com/connectmembers How to influence auditory clients Listen for words like: •  hear, clear, music, rhythm, loud, sound, tell, voice, unheard of, rumble, tone. People who prefer this system use phrases like: •  Clearly expressed; call on; describe in detail; earful; hidden message; hold your tongue; loud and clear; manner of speaking; power of speech; rings a bell; to tell the truth; unheard of; voice an opinion.
  31. 31. #2015ConnectCon @connectmembers facebook.com/connectmembers How to influence auditory clients •  If you want to influence them, you need to talk to them. •  Auditory people can be persuaded by hearing quotes from satisfied customers. •  To motivate them, you need to tell them what other clients said about your solutions. •  Play the audio recording of a testimonial (if you have one). •  They will not read any written materials. Use the phone as your main tool of communication.
  32. 32. #2015ConnectCon @connectmembers facebook.com/connectmembers How to influence auditory clients •  If you use auditory words with an ‘auditory’ person, it’s easier for them to understand because they don’t have to translate from another system. Questions to ask are: •  Do you hear what I am saying? •  Does it sound like something we can agree upon?
  33. 33. #2015ConnectCon @connectmembers facebook.com/connectmembers If I could TELL you… If this SOUNDS GOOD…
  34. 34. #2015ConnectCon @connectmembers facebook.com/connectmembers How to influence kinesthetic clients Listen to words like: •  Grasp, handle, feel, rough, smooth, slippery, hurt, comfortable, hold, warm, heavy, push. If you hear following phrases, you are talking to a kinesthetic person: •  Boils down to; come to grips with; control yourself; cool/ calm; get a handle on; get a load of this; get in touch with; hand in hand; hang in there; hold it; hold on; know-how; lay cards on a table; pain in the neck; pull some strings; slipped my mind; start from scratch
  35. 35. #2015ConnectCon @connectmembers facebook.com/connectmembers •  give them something to touch or send them something to feel, because they need to touch things. •  Keep them active by giving them printed materials to read or marketing materials to hold. •  Try to meet with them face-to-face. How to influence kinesthetic clients
  36. 36. #2015ConnectCon @connectmembers facebook.com/connectmembers Questions to ask are: •  Do you feel my concern about this problem? •  What is your gut feeling about it? How to influence kinesthetic clients
  37. 37. #2015ConnectCon @connectmembers facebook.com/connectmembers If you could GET A FEEL FOR IT… If this FEELS GOOD…
  38. 38. #2015ConnectCon @connectmembers facebook.com/connectmembers Summary •  To persuade your clients, your communication needs to be in the preferred representational system of your prospects. •  If you are not sure what system to use at the beginning, create your message by using a mix of the EEE representational system ‘keywords’.
  39. 39. #2015ConnectCon @connectmembers facebook.com/connectmembers Practising Rapport •  Notice examples of people in rapport around you. •  Practice non-verbal rapport with strangers. •  Choose a different aspect of rapport to practice every day. •  Watch TV. Notice the type of words that people on the TV are using. Listen to the representational systems rather than the content. •  When that gets too easy, rephrase what they are saying in a different representational system.
  40. 40. #2015ConnectCon @connectmembers facebook.com/connectmembers Final words of wisdom •  Each of us has our own unique map of reality. •  If you always do what you’ve always done, you’ll always get what you’ve always got. •  The meaning of your communication is the response you get regardless of your intention. Rule: Sell unto others, the way they want to be sold to.
  41. 41. #2015ConnectCon @connectmembers facebook.com/connectmembers Alen Mayer, CSP Sales Trainer, Author and Coach Phone: 647-427-1588 alen@alenmayer.com www.alenmayer.com Twitter.com/mayeralen
  42. 42. #2015ConnectCon @connectmembers facebook.com/connectmembers Thank YouThank You 42
  43. 43. #2015ConnectCon @connectmembers facebook.com/connectmembers Coming Up at 3:00 p.m. 43 Bottom-Up Marketing Presenter: Cyndie Shaffstall Room: Rafael 1 Polite Persistence: The Art of Follow-Up Presenter: Chris Morra Room: Rafael 2

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