Define Rapport Identify ways build

Rapport Use sensory

language Use the 4 A’s Practice Rapport

behaviors

Rapport

Dictionary (Oxford American) defines rapport has a harmonious and understanding relationship between people.

Rapport

Often times we hear terms like being “in Sync”-“in

tune”. Developing a relationship

built on trust.

Rapport

Rapport is also defined as providing assurance and acknowledging a customer.

Having a “harmonious relationship” with another person; feeling a connection!

That is being in rapport. 

Rapport

Why is this important to us as Advantage Agents?

Rapport

Customer Loyalty Repeat Business

Increased Revenues Job Security

Opportunities Growth

Establishing Rapport (Trust) sets a positive impression (tone) for the

rest of the contact….

Let us talk about our tone-

Rapport

Ways To Establish

“Instant” Rapport:People often decide right away if they want

to do business with you. The first few seconds of the contact are critical.

Present yourself as:

PositiveProfessional Personable

Voice or Tone and Tempo:One way is to match your

customers rate of speech.

Rapport

If the customer is:

Rapport

Angry

Friendly

Natural or Calm

Burdened or Stressed

Frantic in a hurry

Happy

If the customer is:

Rapport

Angry ASSURING/CONCERNED

Friendly CHEERFUL

Natural or Calm NATURAL/CALM

Burdened or Stressed SYMPATHETIC

Frantic in a hurry ASSURING/CONCISE

Happy HAPPY

Sensory language:

Rapport

VISUAL: I SEE WHAT YOU MEAN…. : BRIGHT IDEA……….. : SHOW ME HOW…. : IT’S NOT CLEAR YET…….: I DON’T SEE…

AUDITORY: I HEAR THAT….. : SOUNDS GOOD….. : TELL ME AGAIN….. : IT JUST CLICKED…… : YES-IT RINGS A BELL

KINESTHETIC : IT FEELS RIGHT….: I‘VE GOT A ROUGH IDEA…. I CAN HANDLE THAT………. : WONDERFUL NEWS…. : GREAT…. FANTASTIC………….

The Easy Rapport Step here is -USE the same/similar KEY words -The customers use.

This way we are using the same speak!Technique is called Mirroring…

Rapport

Shows we are Listening: In all we do, the skill of listening is so important.

When we hear what a customer is saying we’re saying, “I value

you.” and “I am paying attention to you”.

Rapport

Spend 80% of the time listening and 20% talking.

Takes interest by listening, take notes. Give feedback to show

you’re listening.

Rapport

By learning and using the 4 A’s formula.

Assure Acknowledge Affirm Appreciate

Rapport

Assure Acknowledge Affirm Appreciate

Rapport

ASSURE: I assure you we can solve this

Everyone likes to know you can help them.

ACKNOWLEDGE: I can help you…

Note:ALWAYS ACKNOWLEDGE THE CUSTOMER’S

OPENING STATEMENT

Rapport

AFFIRM: That is a great choice!AFFIRMING ON THE PERSONAL LEVEL CAN BE A

COMPLIMENTSUCH AS “I LIKE YOUR SENSE OF HUMOR, (be

sincere).

APPRECIATE: Thank You for your patience…or I appreciate your patience, thank you!

Rapport

Assure Acknowledge Affirm Appreciate

4 A’s recap..

Defined Rapport Identified ways build Rapport Use sensory language Use the 4 A’s Practice new Rapport behaviors

Rapport

Group A

Agent

Group BCustomer

Group C Coach

• Agent• Customer• Coach

Practicing New Skills