Building rapport


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How to build rapport over the phone.

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  • Trainers notes: It is commonly perceived as being in “sync” or being on the same wavelength as the person you are talking to Rapport is one of the most important features or characteristics of unconscious human interactions Rapport – fun, being liked, engage, a link, in common, friends, trust Why do we want to develop rapport? Conduct/productive and open conversations Allows you to ask questions Engage attentions with a message Run effective meeting Others to follow your lead and but into your sense of direction Relax & open up – communicate to different maps, to identify Beliefs, Values & Aspirations Attract customers & close sales – so they love what you say! Calm down Give/receive feedback What not General chitchat Not being soft Not accepting Communication Pie – 55% body language, 38%voice, 7% words 93% of how we trust people is unconscious – extremely powerful !!! You can not, not communicate !!! Eg: tension in a room, something wrong with a friend Physiology affects tonality Four indicators of rapport Feeling of warmth/butterflies/nervousness Colour change – within yourself or the person you are developing rapport with Sensation of “Feels like I’ve known you for years” Your leading
  • Trainers notes: explain Remember to refer back to maps are not the territory – beliefs, ideas, memories. Respect/validate their map – open up & facilitate to Have you ever been is a sales situation with really good rapport – what did you notice? Having established pacing with a buyer, then we can look at “leading” and have the buyer follow
  • Trainers notes: explain Voice - tone, pitch, pace, volume and clarity on the phone Activity - I am the voice of AAPT – state of mind Key Words - Match and mirror key words and representational systems
  • Trainers notes: explain Did you know that we have 4 languages in English – and that we are dominate in one. Refer back to the “map” and highlight that we receive events through senses – Audio, Visual, Kinesthetic & Ad, from that information we express that in our behaviour through V, A, K, Ad. For selling all relates back to words that reflects the buyers map of the world – how much more powerful are we going to be if we can communicate in the buyers language.
  • Trainers notes:
  • Building rapport

    1. 1. Building Rapport Selling with style
    2. 2. Objectives <ul><li>Gain powerful rapport in person and over the phone with anyone </li></ul><ul><li>Understand the process of communication </li></ul><ul><li>Primary representational systems, their use and relevance for rapport </li></ul>
    3. 3. What is Rapport? <ul><li>Rapport is a process and can be defined as a recognition of and willingness to communicate and share values with others. </li></ul><ul><li>What do we want to develop? </li></ul><ul><li>It’s not just WHAT you say, it’s HOW you say it? </li></ul><ul><li>Rapport is established by matching & mirroring </li></ul><ul><li>Indicators of rapport </li></ul>
    4. 4. The Process of Communication
    5. 5. Rapport <ul><li>Why do we want to develop rapport? </li></ul><ul><li>Conduct/productive and open conversations </li></ul><ul><li>Allows you to ask questions </li></ul><ul><li>Engage attentions with a message </li></ul><ul><li>Others to follow your lead </li></ul><ul><li>Attract customers & close sales – so they love what you say! </li></ul><ul><li>Give/receive feedback </li></ul>
    6. 6. Key to Building Rapport - Pacing <ul><li>Continuous process where we un/consciously respond to someone else’s behaviour and develop/share values with others </li></ul><ul><li>What are the benefits of Pacing? </li></ul><ul><li>SO WE CAN LEAD !!! </li></ul><ul><li>Then. . . </li></ul><ul><li>have the buyer think about things in a different way </li></ul><ul><li>persuade/lead the person to change in to direction you want </li></ul><ul><li>from initial agreement you can build your case, then if necessary discuss areas of disagreement. </li></ul>
    7. 7. Major elements of Pacing <ul><ul><li>Can be achieved by shifting our physiology, our tonality, or the words we use. </li></ul></ul><ul><ul><li>Pace, pace, lead. Pace, pace lead. </li></ul></ul><ul><ul><li>Matching and mirroring </li></ul></ul><ul><ul><li>Posture </li></ul></ul><ul><ul><li>Mannerisms </li></ul></ul><ul><ul><li>Voice </li></ul></ul><ul><ul><li>Key Words </li></ul></ul>
    8. 8. Words <ul><li>“Maps” – Communication model </li></ul><ul><li>Be receptive to predicates and mirror them to develop great rapport </li></ul><ul><li>Visual </li></ul><ul><ul><li>“let me show you…” </li></ul></ul><ul><li>Auditory </li></ul><ul><ul><li>“I Hear what you are saying…” </li></ul></ul><ul><li>Kinesthetic </li></ul><ul><ul><li>“How do you feel about this?” </li></ul></ul><ul><li>Auditory Digital </li></ul><ul><ul><li>“This is a comprehensive pack” </li></ul></ul>
    9. 9. The end