Rapport Mastery

“Rapport?

You mean like, 'You run as fast as you can,

and I'll throw it as far as I can?'”

J e f f K e m p

[When asked about his rapport with wide receiver Jerry Rice.]

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407.947.2590 [email protected]

[email protected]

A Me s s A g e f r o M Jo e A n d dAw n:We have been in the communication training industry for over twenty years. Powerful, effective individuals understand that communication and people skills are the cornerstones to success in business. Unfortunately, as our world becomes more technology focused, these essential skills are being left behind causing many companies to wonder why they are struggling to obtain and secure more business. The purpose of this booklet is to empower you with the secrets that top performers understand and apply. These secrets are embodied within Rapport MasterySM.Rapport is the deepest relationship that can be attained in the business process. In todayʼs tight markets, businesses compete to expand their customer base while encouraging loyal, repeat business from existing clients. Many businesses attempt to woo customers with special offers, new features, free shipping and countess other benefits. Contrary to this practice, our research shows that 85% of your client base will give you loyal, repeat business if they begin trusting and liking the individual who represents your company. This is the essence of rapport.We have invested enormous effort in understanding the complex subject of customer relations. Our work resulted in the construction of a methodology used to understand behaviors and how they reveal the needs of those with whom we communicate. We

have had the honor and responsibility of sharing this methodology as speakers, trainers and coaches for hundreds of thousands of individuals world wide. At Pici & Pici Inc., we have created results driven training programs that assist individuals and organizations in accomplishing more through Rapport MasterySM. Our Rapport MasterySM sales training is an extremely strong skill builder, which is straightforward and easy to apply. Included during the instruction is live telephone training with your prospective customers. Participants gain success through immediate application.Within the systematic approach to rapport building are the hidden secrets to increasing business with new clients as well as cultivating long term loyalty with present clients. The ultimate goal of this methodology is to forge relationships with individuals causing them to trust you/like you and, as a result, desire to do business with you!We hope you will enjoy and start applying the skills associated with Rapport MasterySM and that our booklet will raise your awareness and understanding about the value of strengthening the relationships between you and every individual you contact.

Joe and dawn Pici

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Jo e A n d dAw n Pi c i Jo e A n d dAw n Pi c i

Joe & Dawn

“Joe, your approach to the phone has been a tremendous success for our team. I have invested heavily in sales training over the past 30 years yet never received the results that your system produced. The way you approached it and got 100%

buy in was the best Iʼve ever seen, an unbelievable approach.”

dutch owens

Owner, Gem Supply

“Your training helped our team prepare themselves to understand whom they are calling on and how they should

deal with each customer based on their DISC profile. The best part of the day came as we developed a “Value Proposition Statement” for Ike as he is heading into uncharted waters.

We have already used this statement in the field and it proved to be effective. As you know I have been in this business for a long time and I am glad I stuck around. Even an old pro

needs to be retooled every now and then.”

BriAn Bowen

Division Manager, Johnson & Johnson

“Should you desire a message delivered to your group or organization that is remembered and put into practice then

you will need a speaker that understands the power of the story mixed with marvelous humor.

Dawn Pici would be the intelligent choice.”

frAnk feAther

Author, Speaker, Futurist

“Fantastic! I cannot say enough - has a wonderful gift for sharing and teaching skills for sales. The information I

acquired has been invaluable, not only in my ability to sell my self, but in my ability to help my clients. If you need to

learn, refresh or enhance your sales skills or team - this is the man and the company to hire!”

Meredith Powel

December 6, 2008

“I have witnessed and experienced Joe and his wife Dawn take a floundering business and incorporate their Rapport

MasterySM and live phone call system to turn it into a major profit center. If you truly desire to improve results, increase

profits and your call conversion to 84%, then Joe and Dawn Pici are the only ones who can get you there.

I endorse and strongly recommend Pici & Pici Inc. to any business, especially in this economy.”

dArcy fritzke December 1, 2008

“My sales paradigm was definitely challenged and expanded in ways that made such logical sense. The way in which Joe

and Dawn superimposed the human behavior factor into the whole connecting process, and

ultimately the selling process was masterful.”

hendrick schoeMAn

“The hands on approach with REAL prospects made me money while I was in training.”

rich, coluMBus, oh

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te s t i M o n i A l s te s t i M o n i A l s

wh At i s rA P P o rt?Rapport is the deepest level of relationship between two individuals in business which involves sharing common ground and is established when harmony and accord have been reached between both parties. This does not mean the individuals involved agree on every issue, it means they have attained a mutual respect for each other's opinions.

wh At i s Ra p p o Rt Ma s t e Ry sM?Rapport MasterySM is the possession of skills and the genuine desire to develop relationships of mutual trust and emotional affinity. The operative words here are genuine desire. There is no place in Rapport MasterySM for surface level ʻtricksʼ such as mimicking behaviors for the sake of manipulating unsuspecting people. Rapport MasterySM works best when adopted as a life style. It is to be used as a way of dealing with people and doing business at all times, not merely to manipulate others with surface techniques or to be saved until there is a glaring problem. Rapport MasterySM involves personal transparency as well as enthusiasm for the success of others. Helping a client find a solution to a problem or need may be involved in seeing anotherʼs success become a reality.

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w w w . P i c i A n d P i c i . c o M rA P P o rt MA s t e ry

“The more solid your rapport with your client base is,

the greater sustainability your business will have.”

dAwn Pici

ho w q u i c k ly c A n i e x P e c t t o At tA i n r A P P o rt w i t h s o M e o n e?

If you browse the internet, you will find headlines such as, “Create Rapport in Seconds!” Isnʼt it like the ʻmicrowave generationʼ to expect instant results that require little or no effort and time? Look again at the definition of Rapport MasterySM. Can you actually trust or have deep affinity for someone in a few seconds? Although each of us naturally ʻgelsʼ with a certain type of individual, there is no way to create this level of trust and regard for another person outside of the test of time.Creating rapport is a step by step process. The purpose of this manual is to help you progress as quickly as possible though the rapport building process and to solidify your relationships with even the most difficult individuals. More in depth training is available during our Rapport MasterySM for sales on site training for your company or individuals may attend one of our SELL NAKED.... SUCCESSFULLY! 3-day sales boot camps.

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rA P P o rt MA s t e ry

ho w d o i k n o w t h At i h Av e r e A c h e d t h i s l e v e l o f r e l At i o n s h i P w i t h

A n o t h e r i n d i v i d u A l?Has anyone ever asked your opinion or advice? Have you become someoneʼs trusted advisor, go-to-guy, consultant or strategic partner? List their names here:

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

These are the individuals with whom you have created rapport.

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w w w . P i c i A n d P i c i . c o M

fr o M Ad v e r s A ry t o Ad v o c At e

Rapport MasterySM involves changing the game from being the adversary of your customer to becoming their greatest advocate. An individual who has acquired Rapport MasterySM is no longer functioning in opposition to their customer, but is on the customer's ʻsideʼ.

Consider this: The normal salesman-customer relationship is an adversarial one. The customer walks onto a lot to purchase a car. He/She assumes the salesperson approaching them with the big toothy grin is out to rip them off, put them into a car they donʼt like at a price they cannot afford. The salesperson on the other hand is preoccupied with his/her own interests. He/She needs the sale to create income and wants to get this done as quickly as possible to facilitate getting on to the next customer. Each assumes they will be dickering over the price, options available, etc.

Our best example of Rapport MasterySM was an auto salesman by the name of Steve Kone. Steve was the top producer at his dealership year after year. Steve had created life-time clients who would travel hundreds of miles to purchase from him personally. How did he do this? Steve's deepest desire was his customerʼs satisfaction. A successful sale was not simply getting them into a unit, he wanted to get his customers the best car at an acceptable price. We all knew we could trust Steve to find us a great car

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“When we coordinate our effort with the effort of others,

we create rapport and build success for all involved.”

Joe Pici

and that he would make it an enjoyable experience. He was an amiable individual and we all regarded him as our friend. Steve was looking out for our best interests. He was our advocate.Reflect on the example of Steve the car salesman and his life-time customers. Steveʼs Rapport MasterySM created a solid client base which resulted in consistent profitability. Rapport MasterySM is the essential key when influencing and leading others.

is t h e r e o n e M e t h o d f o r e s tA B l i s h i n g r A P P o rt?

No. Rapport MasterySM is not a ʻcookie cutterʼ approach to connecting with people. Because every individual is unique, Rapport MasterySM requires an understanding of human behavior. To simplify this process, you must become aware of two important elements in human interaction: pace and priority.

PACEGenerally speaking, some individuals tend to be more fast paced while others tend to be more slow paced. Fast paced individuals tend to speak, respond and decide quickly as opposed to slower paced people who tend to be more reflective when they speak and make decisions.Note: there is no ʻright or wrongʼ or ʻbetter or bestʼ here.

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PRIORITYAs with pace, individuals will have different priorities which refer to their perspective or the most important consideration as they view their world. Individuals tend to be either Task/Process oriented, which means they are more focused on doing things, or People/Affinity oriented, which means they place higher importance on establishing relationships.

Individuals make a connection based on pace,they decide to do business based on priority.

ho w d o i B e g i n t h e P r o c e s s o f e s tA B l i s h i n g r A P P o rt?

The road to rapport begins at the first contact by matching the other individualʼs pace. A positive connection is established by listening and observing their rate of speech and volume and then adapting your communication style to match.

Note: Business is rarely done at this stage.

ho w d o i M o v e t h e c l i e n t t h r o u g h t h e r A P P o rt P r o c e s s A n d

B e g i n t o d o B u s i n e s s?Once a positive connection has been established by matching pace, the road to rapport takes two different paths based upon priority.

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Task Oriented: Priorities include plans, procedures, processes, and doing things. The next step toward rapport when dealing with a task oriented individual is establishing trust. Because this behavior style views the world from a task perspective, task completion is imperative for constructing trust.

Trust initiating DOʼS

• DO be early for appointments

• DO return phone calls promptly

• DO get down to business quickly and focus on logical results

Trust breaking DONʼTS

• DONʼT over promise and under deliver

• DONʼT interrupt meetings by checking phone messages or taking calls

• DONʼT be emotional or ask them how they ʻfeelʼ

Remember, rapport is established with all types of individuals when they both trust AND like you. Once trust is established with the task oriented

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individual they will then move forward into affinity. They will do business once they trust you. Only after they trust you will they like you.

People Oriented: Priorities include friendship, caring, and interacting with others.The road to rapport takes a different path with the people oriented individual. After a positive connection has been made by matching pace, this behavior style must like you in order to do business with you.

Affinity building DOʼS

• DO be kind and patient

• DO let them talk and tell humorous stories

• DO smile and be fun

Affinity breaking DONʼTS

• DONʼT push for the sale or bully

• DONʼT get right down to business - make it a social call first

• DONʼT be harsh or rude with others while with them

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What suggestions do you have for your next encounter with each one

Name suggestioNs

We hope your introduction to

Rapport MasterySM will begin to empower your communication

and improve your bottom line!

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s e l l n A k e d s y s t e M . c o M

Business will take place if they like you. Once affinity is established, then they will move on to trust you. Trust and affinity comprise the foundation of Rapport MasterySM. This foundation influences every relationship, business or otherwise. Your focus on encouraging and maintaining the trust/affinity balance with all individuals will dictate your success.

Po i n t s t o Po n d e r

List 3 clients and indicate their PACE (fast or slow) and Priority (Task or People):

Name paCe priority

Fast Slow Task People



Is there room for improvement in communicating with them at their pace and according to their priority?

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sh o o t f e w e r s h o t s… hi t M o r e tA r g e t s!

Rapport MasterySM for Sales–

On-site and on target for your needs, Pici & Pici Inc. has been in the business of creating business for over 20 years. They provide:v A choice of our customized, Results Driven Sales

Training Systems.v Assessments that deliver targeted, relevant

training for each participant.v Live, on-site application of material.v Unmatched implementation and reinforcement

programs.v Effective, experienced trainersv Your sales professionals will be personally coached

to make REAL sales prospecting calls DURING the training. These calls usually generate more new business than most organization’s have produced in months, thereby insuring your ROI!

v Results Driven Sales Training works to eliminate the fear of prospecting in your sales force by teaching the principles of sales training and providing ONSITE APPLICATION of the material.

v We will train and assist your sales team in getting appointments with key decision makers.

v Sales professionals will be IGNITED for LONG TERM results.

Pi c i & Pi c i se rv i c e of f e r i n g s

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What a magnificent job you have done in putting together your sales training program and the incredibly effective

method of transmitting your knowledge to us. You presented clear and effective hands on strategies to commence the sales process.

The Value Proposition approach and live phone training were unique and amazingly effective. The

bottom line was that I left with quantifiable results. For anyone or any business considering your training

programs, I would give a resounding affirmative to encourage them to move forward with Pici & Pici.

They will get the best training theyʼve ever experienced

and it will absolutely improve their business.”

stePhen rosner

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Rapport MasterySM for the Office

"50% of a manager's time is spent resolving people problems related to trust and poor communication.”

US News and World Report, 2002

Ac c o M P l i s h Mo r e w i t h t h e stA f f yo u hAv e i n Pl A c e!

We help companies cut costs and increase productivity by minimizing stress in the work place created by fragmented leadership teams who are struggling with communication issues and turf wars.

We specialize in conflict resolution.

v Improve Operational Efficiency

v Decrease Employee Turnover

v Boost Productivity

v Enhance Customer Loyalty

Pici & Pici Inc. will provide state of the art training, on-site for your convenience


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“Dawn Pici is a dynamite presenter and corporate trainer. I have witnessed first-hand her high-energy, experiential, interactive and informative training sessions, which have

benefited audiences worldwide over her 20-year career. Dawn's work with companies internally to improve

communication can create a work environment that is far more productive and way less stressful. Dawn's fast-paced

and entertaining seminars will keep you on your toes and in rapt attention. The take-aways are increased performance,

creative focus, and improved cooperation and team productivity in your workplace. If you or your company need

a shot of adrenalin, you need Dawn Pici.” January 17, 2009

frAnk feAther future-Proof strAtegies,

President & owner, glocAl MArketing consultAnts


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Sell Naked .... Successfully! 3 dAy sA l e s Bo o t cA M P

The only sales seminar that PAYS FOR ITSELF!Increase your earning power and gain immediate results as Joe helps you book appointments with Your prospects! The unique difference between this sales training and others is application. The Sell Naked... Successfully System is designed to MAKE money for you by giving you the opportunity to learn and apply these principles during training.

v Discover how to ʻreadʼ your prospects and gain insight into their needs.

v Power prospecting and lead generation at networking events.

v Create value propositions that get your foot in the door.

v Get your voice and emails returned.v A fool proof system to close even the most

skeptical buyer.v Create customer loyalty and on going

referrals.v Apply your skills during live telephone

contacting.v AND MUCH MORE!


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“Your training offered information to meet my needs for developing and growing my speaker business.

The amount of details included during the days of training made the process understandable, logical

and gave me the ability to easily implement.”

frAn fABBro ProfessionAl trAiner

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EXPOSE YOURSELF!

3 Days that will EXPLODE Your Speaking Career!Get to the GORILLA MONEY

of the speaking and Training IndustryFAST!

A seminar for the serious career professional who is great on stage, but desires the skills to create a secure income regardless of the market. NSA and Toastmasters Welcome!

You will leave the sessions with clients ready to book you!

v Break into the upper levels of speaker income!

v Gain more bookings!

v Acquire spin-off business!

v Empower your fee negotiation skills!

v Build your confidence on the phone with prospective clients!

We help good speakers build BIG Businesses!


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I attended your BRILLIANT Expose Yourself Speaker Training Course. Eight months later, my book sales

increased from 20,000 to 52,000 copies and my speaker income has increased TEN FOLD; 1000% from last year so

far.The information I received at your course was invaluable. However, the MASSIVE impact came from the belief and

confidence that I gained by attending & associating with the two of you... Thank you !!!

terry gognA ft.fHs.

International Speaker & Author of the book,

"How can I get myself to do what I need to do?"

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TOTAL EXPOSUREse l l nA k e d sy s t e M’s 3-dAy

sP e A k e r/tr A i n e r Bo o t cA M P

Especially designed for the aspiring speaker who wants to take the next step.

Mo r e sk i l l–Mo r e Mo n e y Mo r e iM PA c t–Mo r e co n f i d e n c e

In tough economic times you need a way to get the most out of your career.

v Get to 6 figures Fast!v Learn how to market yourself

economically - avoid rip-offs.v Cut 5 years off your learning curve.v Price, Prospect, Protect and Promote

yourself!v Market yourself for LESS money.v Contracts, Event Planning, Power

Negotiation,v Much More!


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A c A r e e r i n P u B l i c s P e A k i n g c o u l d B e y o u r wAy t o A P o w e r f u l, n e w f u t u r e!

For more information about what Pici & Pici can

do you and/or your organization,

please call 407.947.2590 or [email protected]

Sell Naked System It’s a shame I wasn’t taught this stuff when I started my career.

It would have saved me years of aggravation, income & time. I left the seminar with the greatest of clarity

that I have ever experienced!”

terry gognA ProfessionAl sPeAker

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Sell Naked in Person. Joe has expanded this knowledge and coaching expertise into a comprehensive, turn-key system for success in sales by the same name. The Rapport MasterySM for Sales and Sell Naked…Successfully! sales boot camp are relentlessly on-target, packed with the culmination of his years of experience in:

v Reaching decision makers and booking appointments

v Closing more sales

v Securing repeat business and customer loyalty

v Empowered communication

v Creating focus and direction for on-going growth and productivity

“Joe Pici is the greatest speaker and trainer of our time. His unique approach to sales and human behavior has

revolutionized todayʼs sales industry. His desire to educate and to see others succeed is only matched by the clarity of

purpose in his message and laser sharp focus.”

rico PenA, owner tsv live

Joe Pici

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Me e t Jo e Pi c i

Bold, unshAkABle, focused sA l e s st r At e g i s t, ex e c u t i v e co A c h,

Au t h o r, tr A i n e r

Joe Pici is a strategist for top sales professionals and coach specializing in results driven sales training through Rapport MasterySM. Since 1992 he has functioned as a catalyst for sales teams and individuals, helping them sharpen their skills for creating appointments and closing sales through his live phone call workshops. Joe and Dawn have created a methodology for results driven training programs that assist individuals and organizations in accomplishing more through Rapport MasterySM.. Rapport MasterySM sales training is an extremely strong skill builder which is straightforward and easy to apply.COO and co-founder of Pici & Pici Inc., Joe is also co-author and the intellectual resource behind the books Sell Naked on the Phone and

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J o e @ P i c i A n d P i c i . c o M

helping them to attract and retain valued volunteers.Powerful and purposeful, Dawn knows the reality of stepping beyond in her own life, earning both undergraduate and masters degrees. As a K through collegiate instructor, Dawn mastered the skills of communication and motivation. Her success continued as she crossed over into the sales and marketing field. (Dawn was in the top 25% of volume producers nationally for 3 consecutive quarters.)

“Dawn is Awesome. She was fantastic. The audience was engaged and had a great time while learning valuable tools

to help them be more successful. Her innovative and energetic approach was

great and from the feedback we received from the event, we will look to have her appear at

many future events. Dawn is very professional and easy to work with. I highly recommend

her to any company looking for training that is effective, engaging,

and cutting edge.”

toM fulMer director of first Aid for

Business suMMit octoBer 1, 2008

dAwn Pici

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Me e t dAw n Pi c i

viBrAnt, insightful, insPiring

Bu s i n e s s st r At e g i s t, tr A i n e r, sP e A k e r, Au t h o r

dAwn Pici is a business strategist specializing in the area of Interaction Dynamics through Rapport MasterySM.. She has developed programs that will increase efficiency, encourage mutual respect and improve communication in your team while reducing conflict in the workplace.

v escalate sales

v attract and retain valued employees

v improve customer loyalty,

v enhance team efficency

Listen, laugh and learn with Dawn and enjoy her signature keynotes or empowerment training workshops. The techniques she imparts are simple to understand and easy to apply.As co-author of the books Fueled by Greatness, Sell Naked on the Phone, and Sell Naked in Person, Dawn is also the intellectual resource behind Rapport MasterySM. in the Office. Although best known for her work with corporations, Dawn works with faith based and non-profit organizations

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d A w n @ P i c i A n d P i c i . c o M

“Rapport is a process.”

Joe Pici

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PA rt i A l li s t o f ti t l e s Au t h o r e d B y

Jo e A n d dAw n Pi c i

Sell Naked on the Phone

Sell Naked in Person

With Sell Naked On The Phone, and Sell Naked in Person you will increase your closing ratios, improve telephone/appointment conversions and create loyal, repeat clients. More than a simple collection of tips and techniques, these two books make up the Sell Naked Sales System™. It is a repeatable, principle-based, system approach to professional sales and selling strategies. These books represent over 75 years of combined experience, perspective, and wisdom in the application of basic principles of human behavior that you can draw from to become a highly successful sales professional. Whether you are in sales, customer service or simply want to improve your communication skills, these books are full of practical advice that you can use everyday.

Available at www.piciandpici.com and

www.sellNakedsystem.com

407.947.2590 [email protected]

[email protected]

Rapport Mastery

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Transcript of Rapport Mastery