What is customer rapport?
What is the Importance of customer rapport?
Rapport establishes trust between you and your client. The more you get to know your client, and the more they get to know you, the easier the process. They can trust that you will find the best home for them or that you will find their house the best buyer, and you can trust them to listen to your ideas and advice.
How to build customer rapport?
- Focus on what the customer is saying, rather than what you are going to say.
- Don’t interrupt.
- Occasionally repeat what the customer has said. In manners like (“so you mean”…. – “what I understood is” …..).
- Respond with follow-up and open-ended questions.
- The tone of the human voice changes when smiling. Smiling makes the tone friendly and positive, and it’s readily perceivable even over the phone.
Mirroring a customer's tone or language helps in building rapport.
For example:
- Using the same term that the customer is using to refer to something.
- Speaking with the same tone and speed as the customer
- If a customer is speaking in Arabic only, then avoid using English words. And vice versa, if the customer mixing between Arabic and English, then you should use some English words as well.
- Customer empathy is the ability to see things from the customer’s perspective. to understand what motivates them, and their pain points.
Closing Tips:
Ask about previous experience, and double down on the pain points (price was too high, user experience was not easy, costly and high SLAs for adding or changing content, servers downtime , etc).
Explain values and benefits NOT features.
Cost of delay ( every day you are losing potential customers/money because you don’t have a website).
Create FOMO (fear of missing out) you might miss this discount, this discount will expire today or tomorrow.
Know what is the decision-making criteria and who is involved. (are u looking for the fastest, the cheapest, to be in control, etc ) (r u a sole decision-maker or do you have to run by someone else, in this case, we can have a conference call or give me his number).
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