Build Rapport with your Customers

Build Rapport with your Customers

It’s not about selling–it’s ALWAYS about establishing rapport. We call this relationship selling. And this is what you can do to build effective and lasting customer relationships:

  • Use your customer’s name–often–and pronounce it properly.
  • Say what you’re going to do and do it.
  • Show interest in your customer – there’s always time for conversation about their vacation plans, kids, interests. Take an interest!
  • Be empathetic – put yourself in your customer’s shoes, letting them know that you understand their frustration as you’ve seen this issue before, that you’re there to help them resolve it.
  • Avoid saying “No” and explain why. Instead, tell your customer what you CAN do for them.
  • Be courteous – say please and thank you!
  • Smile (yes, even over the phone–it shows in your voice)!
  • Go the extra mile (under-promise & over-deliver).
  • Mirror your customer/match their tone and body language.

In fact, practice these tips in all your relationships–and prepare to be amazed!

-Kelly L. Howarth

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