Build Rapport with Customers & Leads

Adam Johnson, Ytel |  

In any sales or business development role, building rapport is essential to having a successful book of business. When you're building a relationship and selling over the phone, being authentic and genuine should always be top of mind. Behaving like a human being and treating the person you're talking to with respect is how building rapport unfolds in the beginning.
Build Rapport with Customers, Leads, and Prospects

Behaving like a human being and treating the person you're talking to with respect is how building rapport unfolds in the beginning.

 

What is rapport, anyway? 

Hubspot suggests the whole purpose of rapport is to "get a mental picture of who you’re talking to, so you can tee up information in a way your prospect will like and relate to."
So really, you're researching a persona, their behaviors and tendencies, their likes and dislikes, and everything in between, to discover:
  • Who they are
  • What they want and need 
  • How you can sell to them
  • What interactions they prefer


find the info you need

  • Scour LinkedIn, Facebook, and Twitter profiles for key information 
  • Ask general questions to gather information on calls and in emails
  • Do your homework and prepare before you speak with the person  You should also be approachable, easy-going and upbeat. Having these qualities will make it much easier for people to trust you and be more inclined to do business with you. 

"Rapport is about making a two-way connection. How do you know that’s happened? You experience a genuine sense of trust and respect with another human being.  You easily engage with them, regardless of how different the two of you may be. You feel like you are listening and being listened to. That’s rapport."  - Susan Young

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About The Author

Adam Johnson, Ytel

Adam is our Director of Sales and he hustles every day to build relationships with our valuable customers to ensure they're getting the experience and technology their businesses need in order to scale and grow.


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