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  • Danny Macedo

Building Rapport with a Customer



Building rapport with a customer is an essential step in successful over the phone sales. When a customer feels a connection with the person on the other end of the line, they are more likely to trust and engage with the sales pitch.


One of the most effective ways to build rapport with a customer is through the use of open-ended questions. These types of questions encourage the customer to share information about themselves and their needs and can help you understand how to tailor your pitch to their specific situation.


For example, "If you sold your home… where would you to next?"


We are avoiding the “Yes/No” questions. An open-ended question forces the customer to use their conscious mind and think about the question. Instead, you of an automatic response.





Another key aspect of building rapport is actively listening to the customer's responses. This means not only hearing what they are saying but also paying attention to their tone of voice, and nonverbal cues.


Did you know that the actual words we say are not really that important to communication? In fact, words only account for 7% of a spoken message. Our tone of voice can influence a message by as much as 38% and our body language makes up 55% of our communication.


Show that you are engaged and empathetic by acknowledging and responding to their concerns or questions.


Remember, all three parts of communication happen at the same time. If you’re not paying attention, the messages sent by your tone or body language will conflict with your words and as a result, reduce the effectiveness of what you’re saying.


Additionally, during the call, try to use the customer's name and make a personalized communication. It helps to create a sense of familiarity and trust.


It's important to note that building rapport is an ongoing process that should continue throughout the call. As you learn more about the customer and their needs, adjust your pitch and language accordingly to create a more personalized and effective sales experience.




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