How to Build Relevant Rapport

We all know we need to build rapport with our clients, especially when selling over the phone. But did you know that the typical schmoozing and small talk we're all told to use really isn't the best way to go about it? Today sales trainer Mike Brooks shows us how to build relevant rapport.

"If you want to truly connect to your prospect and build the kind of rapport that will actually influence and lead to a closed deal, then you need to learn how to build what I call, 'Relevant Rapport,'" says Brooks. "Relevant rapport means taking the time to talk about the issues your prospect is going through or what they're trying to solve, and then expanding on these relevant issues and letting them know you understand exactly what they're trying to accomplish and explaining how you are uniquely qualified to help them."

Remember, your prospects have a need they are looking to you to help them fulfill, and the more they feel you understand their needs and can help them, the more likely it is they will do business with you. So, how do you build relevant rapport? You start by asking questions related to their specific work related situation.

For example, instead of asking:

"So where did you go on vacation?"

Ask:

"Now that you're back from vacation, I'll bet you've got lots to catch up on. How can I help you?" Or,

"You're probably buried now that you're back on vacation. I'd be happy to refill your normal order from last month and take that bit of business off your plate. Would that help you?"

Instead of asking:

"Are you excited about the upcoming football season?"

Ask:

"As we head into the fall, what are your top three priorities for increasing revenue?"

Then layer by asking:

"You know _________, I'm working with another client who is facing the same challenge this quarter. What I proposed for him is to (then explain your solution). Do you think that might help you as well?"

The point of relevant rapport is that your prospect will like you more and trust you more if you show an interest in their problems related to business, rather than their problems outside of business. Just remember that your prospect is under just as much pressure to do their job as you are to do yours. Who would you be more interested in talking to - a prospect who wants to talk about the latest diet, or a prospect who wants to place an order? Thought so.

I challenge you this week to go out and begin connecting with your prospects on issues related to what they are doing for 8 to 9 hours a day - trying to get their jobs done. When you can show them how to do that better, faster or easier, then you will have truly made the connection with them that counts the most. That's what building relevant rapport is all about.

Mike Brooks, MrInsideSales.com, is creator and publisher of the "Top 20% Inside Sales Tips" weekly Ezine. If you're ready to double your income selling over the phone, then sign up to receive your free tips now at: www.MrInsideSales.com.

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How to Build Rapport With Anyone - Part Two

Yesterday we talked about the importance of building rapport with your clients and sales trainer Dave Kahle offered up some advice on how to build rapport with anyone. Today, Kahle is back with a few more tips to help you build rapport and make more sales!

4. Use a sincere compliment

Everyone likes to be complimented. When you sincerely compliment a customer (or his company), you communicate that you are interested in him/her, that you have noticed something they do that stands out, and that you aren't afraid to say something complimentary. Those are all good things.

5. Ask a perceptive question

A perceptive question, asked with sincerity, does everything that a compliment does and then some. When the compliment doesn't call for any response from the customer, a question does. If done correctly, it can initiate the conversation and help the customer feel like you are interested and care about him.

6. Indicate a personal connection

If you have something in common with the customer, mention it. You don't have to beat it to death, just mention it. When the customer discovers that you both know the same person, went to the same school, vacationed in the same place, or belong to the same organization, he realizes that you are alike in some ways. It's easier to do business with someone who is like you.

7. Tell a short personal story

It doesn't have to be a major digression, but a short story about something personal is a great rapport builder. Something like this:

"Boy, I had a hard time getting here on time. I must have run over some glass or something sharp, because about half way here, my right front tire went flat. Took me a while to change it. Glad I made it on time."

That's short, it's personal, and it's a bit transparent because it reveals something about you, as a human being. And, it's something to which everyone can relate.

"Building rapport is a science with proven practices and tactics," says Kahle. "Use any of these techniques and watch your ability to create rapport improve, and thereby smooth out the way to more sales."

Dave Kahle is the President of the DaCo Corporation, specializing in helping business-to-business companies increase sales and develop their people. Learn more at www.davekahle.com

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How to Build Rapport With Anyone

Rapport : An emotional bond or friendly relationship between people based on mutual liking, trust and a sense that they understand and share each other's concerns.

Many people think building rapport means some small talk about the weather or football before launching into a sales pitch. No way! Just like the definition says, rapport is much more than that. Rapport is creating a relationship based on more than just selling the client - it's based on truly caring for them as a person, and always making them feel comfortable. This is an important skill that the best salespeople have mastered - and sales trainer Dave Kahle has the tips you need to do the same.

1. Pay attention to your appearance.

People will form an impression of you, based on how you look, before they even say hello to you. Your appearance, then, should be designed to help you look confident and competent - whatever that means in your market. At a minimum, that means clothes clean and pressed, shoes shined and hair cut.

Your attire should help you connect with the customer - not separate you from him. For example, if you are calling on production supervisors, you ought not to wear a suit and tie, as that will separate you from them, and generate a bit of discomfort in them.

The best rule I've seen is this: Dress like your customer, only a little better. On several occasions, I have worked with sales forces who sold to farmers. Blue jeans and flannel shirts are ok, as long as they are clean and pressed blue jeans, and a better quality flannel shirt.

2. Try an occasional bit of disarming honesty

In routine interchanges, say something that the customer is not expecting. For example, when he says, "How are you?" instead of the perfunctory "Fine," try something like this: "Honestly, my day didn't get off to a good start. One of the kids was sick this morning, and I was a half hour late getting out of the house. How are you?"

It's disarming because it was unexpected. And, it's honest, reveals something about you, and describes a situation with which almost everyone can relate. A good way to build rapport.

3. Humor

If you are one of those people who can make people laugh most of the time, then you are equipped with a powerful rapport-building asset. There is something about laughing together that breaks down some of the barriers between people and removes some of the tension. It's a great way to build rapport.

If you are not one of those people so gifted, then it's better to stay away from this. Telling a joke that nobody gets, or having a glib comment being seen as sarcastic or caustic is not a good way to build rapport.

Tomorrow we'll focus on four more tips from Dave Kahle to help you establish rapport with anyone. See you then!

Dave Kahle is the President of the DaCo Corporation, specializing in helping business-to-business companies increase sales and develop their people. Learn more at www.davekahle.com

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Everyone Wants to Get Paid!

Are you responsible for collections? Many salespeople are, and I doubt any of them would say it's their favorite part of the job. After all, you worked to establish rapport with your client, and now you're asking them where the money is! Hardly feels like a relationship builder. Sales trainer Joe Guertin has the tips you need to navigate the tricky waters of collections with ease.

"Account receivables are not evil, but a lot of salespeople avoid it, rationalizing that it can hurt their customer relationship," says Guertin. "For the most part, that's usually not true. It's just an excuse. Nobody gets mad at the grocery store, gas station or department store when they tell you the total and you make a payment."

"But for a lot of people, it's an uneasy activity," continues Guertin. "To stay financially healthy, employers need to have that cash flowing. So here are some tips to make getting those receivables easy."

Be up front -- Real early.
When you're closing the sale, go over accounting responsibilities (who'll be paying them, and what your company terms are). Write all of this information down, with the customer if you can. And get to know that check writer! Things that go unspoken won't be priorities so, this little step shows your company is detailed, and can keep receivables from becoming a problem later.

Head off problems early
When an account goes over prescribed terms (i.e. 30 days), check into it. It doesn't have to be negative when you contact their accounting person (you know that person, remember?) saying that you "just wanted to follow up to make sure you got last month's invoice, because you're always so prompt."

When overdue, be upfront.
Let's say you have to follow up on an overdue bill. It's best not to mention it as a throwaway at the end of the conversation ("by the way, did you send out that last payment?") People are smart. They'll know that was the reason for your call and might see your hesitation as a weakness. Not a great relationship builder there.

Now, more than ever, keep your skills sharp, and you'll keep your income healthy.

Joe Guertin is President of The Guertin Group, a sales training firm that delivers customized training on all aspects of the sales process. Learn more at www.guertingroup.com

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