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Rapport 101
Zig Ziglar
RAPPORT (10-15mins)
This is all about trust! If your customer(s) don’t trust you they will NOT buy from you
“The fear of loss is always greater than the hope of gain”
1st thing you do when you’re in the house is take control. This is your show so set the tone and control it or you’re going to get kicked out
Limit what they are saying by asking questions and keeping the conversation going
FORM
Family - How many people live in the home? Any kids?
Occupation - What brings you all out here...work? How’s business?
Recreation - What do you all do for fun?
Myself - A few positive things about yourself
Names, Names, Names
People love to hear their names - repeat as much as possible
Your customer must know your name too or they wont buy from you. Talk about yourself in the 3rd person if you absolutely need to
NEVER, EVER forget your customers name(s)
Active Listening
Don’t try too hard to build rapport. Sometimes the best thing you can do is just shut up and listen, always try to listen more than you talk.
Show you are truly listening to your customers by:
Maintaining eye contact and nodding your head occasionally
Not interrupting
Giving them your whole attention and minimising distractions
Making affirmative noises: ‘uh-huh’ ‘yeah’
Paraphrasing
Asking insightful follow-up questions
1/2. Front Talk/Rapport – 80% Sale
“WOW, you all have a beautiful home! Did you all just move in? Okay, where did you move from? (Find anything to relate to...Big TV, Sports, Art, Pets...ANYTHING) “FORM” Family – Just you, a spouse, kids? Occupation – Work bring you out here? How’s business? Recreation –What do you all do for fun? Myself – Anything about yourself – Only positive things Okay so how many people live in the home? How many bathrooms do you all have? (take note) Awesome, now let me ask you...have you all noticed anything different about the water out here? Or has anyone told you about the quality of the water? (Let them answer)”
UNDERSTAND!!!