How do you build rapport with a customer? Here are a few concepts that, when put into practice, will help you connect with your prospect and stay in sync.
How do you build rapport with your prospect? This is a question that I address at each of our Boot Camps, and it’s one that warrants a lengthy discussion. For the sake of brevity, though, here are a few key concepts that, when put into practice, will help you build rapport with your prospect:
- Mirror your prospect: Notice their general body language, gestures, and facial expressions, and (without being too obvious) modify your own physical demeanor to match theirs.
- Match their pace: Match your prospect’s speaking pace – a person who speaks slowly might be put off if you speak too quickly.
- Listen to your prospect for clues: Make a mental note of anything they say that gives you a clue about their demeanor or preferences. They say that people have dominant modalities. Some people are visual, some people are auditory, some people are kinesthetic. If your prospect says something like, “I heard all these case studies, but I need to see something in writing. Can you give it to me in writing?” you know they’re probably visual. Listen to their choice of words, determine their dominant modality, and tailor your communication to fit their preferences.
- Watch for eye movement: Familiarize yourself with the cognitive processes associated with the various types of eye movements and watch for them as an indicator of your prospect’s true reactions.
