logo

Building Rapport

Colombia's Best • Jul 12, 2021

BUILDING RAPPORT

Rapport in sales

When we connect to someone by getting to know them and doing so beyond the surface level, this is called rapport.

This is a state of understanding that is developed with another individual or group of individuals.

No matter the definitions used, building rapport is very important to consider in business relationships and customer interactions.

This connection with clients has to be earned and built. It also takes time, but when the right questions are asked, a professional-client relationship and increased sales are achieved.

Rapport-building questions can be used to connect with clients on a personal level followed by unique, memorable, and appropriate answers to initiate a conversation.

These questions create greater engagement than superficial ones, which may prompt a short “yes” or “no” response but may not necessarily lead to a meaningful connection and customer experience.

Effective Rapport-Building Questions

An effective rapport-building question meets three (3) main criteria:

Personalized

People generally have the tendency to not take the following questions seriously:

  • What is the weather like?
  • Have any exciting plans for the summer?

The aforementioned questions are addressed and framed in such a way that they can be asked to anyone and answered by anyone, so they will not be that effective in building the desired connection.

However, if highly specific questions are asked, this will indicate a level of sincere personal interest in the person and they will believe that you are actually interested in the answer, and by extension, you show that you are interested in the client themselves.

Unique

Questions that are a little unique and unexpected will help you get a more realistic and honest response.

Appropriate

Although questions should have an element of surprise, they should not be inappropriate and cause embarrassment. 

Nosy or “out-of-bounds” inquiries are best avoided. For example, if the customer says, “I just got back from a conference in Las Vegas,” do not reply, “Nice! Did win at the slot machine?”

Benefits of Building Customer Rapport

Every company makes mistakes and yours will be no different. However, if the relationship with your clientele is strong, they will be less likely to turn to the competitors in the industry. 

That is because the more successful you are in building this connection with your clients, the lower your churn rate will be. As such, it is reasonable to conclude that a lower churn rate will result in increased overall profitability.

Customer rapport can also help with lead acquisition. Most clients are willing to pay more for a guaranteed exceptional experience. Therefore, if your business develops a reputation of “WOWING” clients, you will be much more attractive to any potential prospect. 

How to BUild Rapport

Now that we understand the importance of building rapport, what are some of the ways you can build it?

1. Personalize Your Customer Service.

This introduction is not the most enthusiastic. This textbook helpdesk introduction does not leave a lasting impression on the clients. They want a personalized experience that makes them feel special.

Use the client’s first name and proudly introduce yourself as a representative of your business. These are not major changes, but they are subtle ones and are important steps for the experience to be personalized from the start.

Further, an investment in personalization tools that will automate things for digital communication will be worthwhile.

2. Be In Sync With the Client’s Goals and Needs.

Interactions with clients are notorious for fostering a competitive environment between the client and the sales representatives or the business.

In the past, businesses had a strategic advantage and could easily exploit clients. Now, clients are equipped with more knowledge and are on the same playing field. However, they are still not fully aware of marketing and other necessary functions.

To avoid this conflict, the service team needs to demonstrate a clear commitment to the client’s goals and needs. Show them that you are in this business for them.

They must be convinced of your ability to eliminate their problems by assisting them to achieve their short and long-term goals, which can also affect their entire life. One way to do this is by offering multiple communication channels for support. This, in turn, demonstrates that you have a vested interest in their success.

3. Obtain Customer Feedback.

It is difficult to earn the trust of a person if you do not consider his or her input. If you disregard feedback, then your communication becomes one-way. Why would someone ever trust your business if they know their needs and opinions are not taken into consideration? People tend to be loyal if they know you are listening to them.

You should be in love with feedback from people and should strive to obtain as much of it as reasonably possible. This will ensure that the people your business caters to will feel like their voices are being heard and this will offer you the opportunity to upsell and prevent fallout.

For example, when a positive review is obtained, you can offer additional content or an upgrade, which may surprise them and add value to their overall experience.

4. Offer Proactive, Not Reactive, Service.

One of the most effective ways to build rapport with your customers is to be proactive. Do not wait for them to have problems, interact with them beforehand.

Roadblocks should be identified and cleared before they impede anything. This style of service will point to the fact that you’re actively keeping their best interests at heart.

5. Establish a Customer Success Department.

If you want to clearly demonstrate your dedication to customer goals, then your business will need to initiate steps to establish a customer success department. This team must have the skill to ensure that all customers attain their aspirations or anything they need when using your products and or services.

For software businesses, new users tend to struggle with their products. Learning to use new software isn’t easy, and this can be frustrating for persons who are looking for immediate solutions.

A good onboarding process reduces anxiety for users and helps them get the most from your product, which will allow them to “hit the ground” right away.

By including an onboarding process as part of the package, these details can cause them not to abandon your product because they did not know how to use it, and they recognize your proactive effort to bring them up to speed.

Establishing Rapport

If you haven’t met or spoken to a customer, and you are looking to connect with them, it is recommended that you start the conversation with icebreaker questions. These are lighthearted, not too difficult to answer questions that you are likely familiar with.

Use words that typically help strangers get to know each other under positive, friendly circumstances. Good eye contact and phone etiquette are also very important. Asking something personalized and unique and, of course, something appropriate will be of major importance at this early stage of the relationship.

Good tips for initially establishing rapport by using icebreaker topics can be found on social media platforms, such as LinkedIn.

Developing rapport is an essential part of business and life as a whole. But remember, building rapport is a long-term game. However, you can use these strategies to build it quite quickly!

Recent Posts

What Is Business Development?

December 28, 2021

What Is Business Development?  You’ve just created the perfect product! You are so excited because you know how much people will enjoy and love it,

Read More »

Related Posts

The Best Procurement Software for Small Businesses

By Colombia's Best • 12 Sep, 2022
The Best Procurement Software for Small Businesses The Best Procurement Software for Small Businesses If you’re a small business owner, chances are you wear many hats. You’re the CEO, the CFO, the head of HR, and the janitor all rolled into one. With so many balls in the air, it’s easy to let things fall … The Best Procurement Software for Small Businesses Read More »

What Is Business Development?

By Colombia's Best • 28 Dec, 2021
What Is Business Development?  You’ve just created the perfect product! You are so excited because you know how much people will enjoy and love it, if only they knew it existed. What can you do to help get your product on the map and into their hands?

What is consultative selling and why is it key to your business success?

By Colombia's Best • 24 Dec, 2021
What is consultative selling and why is it key to your business success? “You only have to do a few things right in your life so long as you don’t do too many things wrong.” – Warren Buffett This well-known phrase could make any business think that avoiding a wrong decision or process is as … What is consultative selling and why is it key to your business success? Read More »

How to make a winning sales pitch

By Colombia's Best • 24 Nov, 2021
How to make a winning sales pitch Crafting a winning sales pitch is no easy feat, but it can be done with a little hard work and time. Having a winning sales pitch will determine whether or not your customer will buy from you and is the first impression your customers will get. This is … How to make a winning sales pitch Read More »
Share by: