Rapport building
- 1. By Aayushi Sugandha Geetanjali Of B.Voc. TDD – 3rd year (Dayalbagh Education Institute, DEEMED university, Agra) Contact – dei.geetanjalikaushik2015@gmail.com RAPPORT BUILDING
- 2. • Dictionary (Oxford American) defines rapport has a harmonious and understanding relationship between people. What is Rapport?
- 4. • Rapport is a state of harmonious understanding with another individual or group that enables greater and easier communication. • In other words rapport is getting on well with another person, or group of people, by having things in common; this makes the communication process easier and usually more effective.
- 5. Developing a relationship built on trust. Rapport
- 6. • Any representative of our business will need to maintain a professional attitude to their job - especially if it is customer- facing. It's up to each and every one to make customers feel welcome. • The skills involved in building ordinary relationships and establishing contact and rapport with customers are basically the same. Customer-facing people need to be comfortable using these skills in order to do their job well.
- 7. • The art of customer service is making people feel special. • Making people feel special is one of the essential elements in forming good customer relationships. • You can show that you think a customer is worth your time and attention in many ways. It is this ability to show that you feel this - and not just say it - that makes good customer relationships.
- 8. RapportBe honest Be professional Be positive Be polite Be specific
- 9. • They need to feel welcome. • They need to feel comfortable. • They need to be understood. • They need assistance. • They need to feel important. Customer’s needs:
- 10. • They need to be recognized. • They need to be treated with respect. • They need to be listened to. • They need prompt service. • They need to trust you. • Think about these when you are next dealing with a customer.
- 11. When meeting somebody for the first time some simple tips will help you reduce the tension in the situation enabling both parties to feel more relaxed and thus communicate more effectively: • Use non-threatening and ‘safe topics’ for initial small talk, • Listen to what the other person is saying and look for shared experiences or circumstances, • Try to inject an element of humor, • Show some empathy. Break The Ice
- 12. • Be conscious of your body language and other non-verbal signals you are sending.
- 14. If the customer is: Rapport Angry ASSURING/CONCERNED Friendly CHEERFUL Natural or Calm NATURAL/CALM Burdened or Stressed SYMPATHETIC Happy HAPPY
- 15. • “Building rapport is a critical component of successful client-seller relationships, as this process promotes open communication, develops trust, and fosters the client’s desire to participate in an exercise program” Importance
- 16. • Understanding your clients and what they want to achieve is your key to success. Without this understanding and trust, the client-seller relationship cannot flourish. As clients share more information about who they are—likes, dislikes, fears, and goals—you can better understand how they function and how to best interact with them.
- 17. • It’s all about communicating effectively in your life to strengthen your connection with people and ensure you are understood.
- 18. • People like themselves, that is basic human nature. People are also more receptive towards others who are similar to them or have similar backgrounds to them. Once you have rapport with someone, there is a mutual liking and trust. Advantages
- 19. • The benefits to building rapport with someone is that they will be much more likely to want to do business with you, share information, recommend you to others and support your ideas. Improved sales, productivity and teamwork can all result from building rapport with colleagues and clients.
- 20. • The absence of rapport is telling your subject’s mind that you’re a person that they can’t trust yet. • The problem with this is – without trust, there’s no way to push forward. • It’s your job to make your subject feel safe so you can quickly get down to doing what you do best. Barriers to rapport building
- 21. By using the 4 A’s formula. Assure Acknowledge Affirm Appreciate Rapport
- 22. ASSURE: I assure you we can solve this Everyone likes to know you can help them. ACKNOWLEDGE: I can help you… Note: ALWAYS ACKNOWLEDGE THE CUSTOMER’S OPENING STATEMENT
- 23. AFFIRM: That is a great choice! AFFIRMING ON THE PERSONAL LEVEL CAN BE A COMPLIMENT SUCH AS “I LIKE YOUR SENSE OF HUMOR.” APPRECIATE: Thank You for your patience…or I appreciate your patience, thank you!
- 24. • Rapport is crucial for any deal. Conclusion
- 25. THANKYOU