Business Rapport - Selling the Way People Buy

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Building Rapport& Selling the Way People Buy


Rapport1. The ability to connect with and

communicate with another party in a synergistic fashion.

2. To send information in a way that receiver can easily accept it and understand it.

3. To make the other party feel totally wanted and listened to.

“It’s about building and strengthening bridges or commonalities.”


Effectiveness Levels of the Various Aspects of Communication

• 7% is in the words

• 23% is in the Tone of Voice

• 35% is in the Facial Expression

• 35% is in the Body Language


Mirroring


Ways We Can Mirror People for Improved Rapport

• Eye movements• Gestures and posture• Breathing rates• Tonality• Flow and pace of language

“People like to do business and socialize with people who are much like them”


Building Bridges Building Rapport


Building Bridges – Building Rapport

• Take time to break the ice• Drop the traditional roles• Monitor your body language• Match / Mirror / Pace• Use understandable language• Story telling• Listening through clarification (Listen to understand not

just to respond)


Selling with Style


Behaviour

Style

What drives us?


Factors that influence behaviour.

Style

Rules

Environment

Values

Culture

Trauma

EQ

Physiology

Beliefs

IQ

Self-worth

Chemistry

Habits

Emotions

Stress

Gender


Where are we most of the time and in most situations?


Quick Read ToolA 10 9 8 7 6 5 4 3 2 1 0 A

Very Quiet Introverted

Very Outspoken Extroverted


Quick Read ToolB 10 9 8 7 6 5 4 3 2 1 0 B

Very Structured

Regimented

Very Unstructured

Casual


B – Very Unstructured

B – Very Structured

A - Very Outspoken

A – Very Quiet

Promoter Supporter

Controller Cognitive

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The Supporter• Sensitive • Lacks structure• Save the relationship• Loves to help others• Persuade – guarantees and assurances• Speciality – supportive role• Downfall – a friend in need• Back up style under pressure – fit in


Supporter• Typical Sales Strengths:• Promotes harmony and balance• Is reliable and consistent• Tries to adapt to stress• Sees the obvious that others miss• Is often easy-going and warm

• Common Sales Difficulties:• Can be too easy-going and accepting• Can allow prospects to take advantage• Can become bitter if unappreciated• Can be low in self-worth• Can be too dependent on others


The Analytical• Provide details, facts and data• Save face• Lacks spontaneity• Persuade – support principles and

thinking• Speciality – accuracy• Downfall – decisions can take forever• Back up style under pressure – to avoid


Analytical• Typical Sales Strengths:• Acts cautiously to avoid errors• Engages in critical analysis• Seeks to create a low-stress climate• Wants to insure quality control• Can follow directives and standards

• Common Sales Difficulties:• Can bog down in details and lose time• Can be too critical or finicky• Can be overly sensitive to feedback• Can seem to be lacking in courage• Can be too self-sufficient, alone


The Controller• Loves results• Decision maker• Save time• Likes to be in charge• Persuade – options and probabilities

– support their conclusions and actions

• Speciality – action NOW• Downfall – need to be right /argumentative• Back up style under pressure – my way or the highway


Controller• Typical Sales Strengths:• Acts rapidly to get sales results• Is inventive and productive• Shows endurance under stress• Is driven to achieve sales goals• Can take authority boldly

• Common Sales Difficulties:• Can be too forceful or impatient• Can often think their way is best• Can be insensitive to needs of prospects• Can be manipulative or coercive• Can be lonely or fatigued


The Promoter• Likes applause• Best Starters• Saves effort – takes short cuts• Influenced by their dreams and intuitions• Persuade – testimony & incentives• Speciality – expressive• Downfall – lack of focus, follow through and

they think aloud• Back up style under pressure – attack


Promoter• Typical Sales Strengths:• Acts / sells creatively on intuition• Is sensitive to others' feelings• Is resilient in times of stress• Develops a network of contacts / leads• Is often willing to help others

• Common Sales Difficulties:• Can lose track of time / be late• Can "overburn" and over-indulge• Can be too talkative• Can lose objectivity, be emotional• Can be self-oriented, overly self-assured




A - Very Outspoken

A – Very Quiet

Promoter Supporter

Controller Analytical

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Selling to the Supporter


Selling to the Supporter• Sensitivity• Space• Tone• Feelings• Ask for support• Show (prove) trust• Pace (Move at

their speed)

• Don’t box them in• Comfortable approach• Relationship building• Be helpful• Don’t rush• Respect loved ones• Show you care for

humanity (walk your talk)


Selling to the Supporter

• Don’t ask them to take risks• Console and listen to them• Move them slowly to acceptance• DO NOT RUSH THEM


Selling to the Analytical


Selling to the Analytical

• Cover the fine points• Be accurate• Be specific – details• Deliver quality• Talk savings/security• Do your research• Ask for their input

• Don’t push them• Don’t embarrass

them• Don’t be too flashy• Respect their space• Be friendly• Do not interrupt• Do not touch


Selling to the Analytical• Do not change direction once agreed• Respect their schedule – pace• Give them all the information they need to make

a decision– Data– Graphs– Charts – Reports (they will actually read them)

• Acknowledge and work within their principles and thinking


Selling to the Controller



• Talk results• Talk profits• Be concise• Be clear• Don’t waste

their time

• Stick to business• Do not control• Use logic• Summarise• Hit the high-

lights



• Talk bottom line • Give options• Outline

probabilities• Show your

ability

• Strong direct posture• Do not be too chatty• Don’t get too

personal• Action


Selling to the Promoter


Selling to the Promoter• Exude energy and fun,

give compliments• Appropriate contact is

OK• Be witty• Show flexibility• Do NOT criticise • They WILL attack

under pressure

• Visually show response

• Be personal• Talk to them – not

down• Have time for them• Keep them away

from details


Selling to the Promoter• Show them the positive impact they have on you• Show them how to save effort and look good• Be willing to listen to them expand on their concepts• Keep them on focus• Give them the opportunity to be:

– 1st in– Pace setter– Ahead of the pack




A - Very Outspoken

A – Very Quiet

Promoter Supporter

Controller Cognitive

Styles0

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Business Rapport - Selling the Way People Buy

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