Rapport, Probing, Negotiation.ppt

7/28/2019 Rapport, Probing, Negotiation.ppt

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Rapport Bui lding


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Value: means the quality (positive or negative) that renders

something desirable or valuable; Eg : The excellent serviceprovided by the hotel adds on to the value it provides to its

customers".

Value


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Value is created every time a person is made to feel

welcome, important and special.

Value is created when the person is able to deal with

the firm in a more convenient way.

How Is Value Created


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How Can YOU Value A Person

Greet others with a smile and a pleasant phrase and an

offer to help. Use names, whenever possible. We all like to be

treated as individuals.


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Give others full attention. Show interest in

their needs.

Do not appear irritated or in a hurry.

Accept praise graciously.



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Use positive, enthusiastic, helpful language.

May I help you with anything else?

Offer more than what is requested. Delight others withfollow-up to ensure satisfaction.



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Complimenting them

Being courteous

Making them feel special

Provide them thatextrabit



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You have a valid point

How do you think we could do it better? May I place you on hold while I access

your account?

We value your time.

Valuing Phrases


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Your concern is our concern.

Thank you for bringing this issue to our

attention.

I appreciate your patience while I process

your request.

Valuing Phrases


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A relation of mutual understanding or trust and

agreement between people.

Rapport also means making

a connectionestablishing a relationship.

Rapport


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1. Keep aYOU focus-Most humans love to talk about themselves.

2. Listen well and ask relevant questions.

3. Speak the same language as the other person.

4. Use persons name during the conversation (at least 3-4 times).

5. Use words likewe, our, us.

Ways To Building Rapport


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Accessing account information

Using

Information provided by the Person.

Subtle clues provided by the Person.

Asking questions

Rapport Can Also Be Built by


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Show that you are glad to help.

Greet others pleasantly and offer to help.

Give others full attention. Listen attentively. Give others your name. Use names when possible.

Use Valuing Behaviour to Build Rapport


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Use positive, enthusiastic, helpful language.

Show appreciation

Offer options and explain them clearly.

Clarify expectations and offer them time frames.

Delight others

Use Valuing Behaviour to Build Rapport


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Customer: I need to add a setup at my store; we havebeen so busylately!

Examples


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Appropriate Responses

Great! That must be pretty exciting!

Congratulations on such a booming business!

Thats great! What kind of business are you in?


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Customer: Can you help me with anothermobile connection. Ive just got married & I

need this mobile for my wife!

Examples


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Congratulations on your wedding!



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Examples

Customer: I am working from hometoday and need to send some reports.I am not feeling well at all and the net

connection is not working.
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What is the matter maam/Sir? I understandand will send a technician acrossimmediately.

I hope you get better soon..

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Accentuating The Positive

Conveying a can do attitude.

When we accentuate the positive, our

customers dont resist our attempts to

move them from venting into problem

solving.


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NEVER SAY DO SAY

I don't know. I will find out.

No. What I can do is

That's not my job. This is who can

help you...


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NEVER SAY DO SAY

That's not my fault. Let's see what we

can do about this.

You want it by when? I will try my best.Call me back. I will call you back.


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NEVER SAY DO SAY

We can't do that. Let's see what I

can do.

You'll have to Here's how we canhelp you.


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Probing


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Probing Probing is the skill of

questioning to obtain

information.

Probing is to uncover

details, needs & facts.

Changes track in a

discussion

Makes the other person

think


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Probes

There are two types of Probes:

Open

Closed


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Open Probes

A question or, statement that encourages the person to

speak freely about a topic of his choice or stimulates the

person to expand on something already stated.
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Examples of Open Probe

What did you have in your mind when you bought

this TV?

Can you give me the details of your organization

structure?

What are the problems you are facing with our

equipment?


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Closed Probes

A question that steers the conversation to a specific topic of

your choice and limits the other persons response.

(Sometimes to short one or two word answers.)


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Examples of Closed Probes

How long have you been living here?

Who is your boss?

Do you have a Purchase Department in

your company?

Are you incurring a high cost in the

maintenance of our equipment?
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Exercise

Identify each of the following probes as Open (O) or Closed (C) :

What type of work do you have in your Office?

Did you think of buying a TV earlier also?

How many management books do you have ?
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Open Probes

Open Probes can be very effective in the initial stages of a

conversation, as they help you get information, build a

rapport and identify needs (By allowing people to talk).

E.g.

Customer: I dont know if you have told me everything about

that .... is a strong signal for the sales professional to ask,

What else would you like to know?
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Closed Probes

Closed Probes are necessary when:

A person is abrupt and open probes are not

working.

You want to take the conversation in a

particular direction with a person who talks a

lot and generally off the point.

A person is unresponsive.

Such probes are effective in the closing stages

of the conversation, as they help you get

agreement on key points.


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Negotiation Skills and Strategies


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What is Negotiation ?

Negotiation is a process in which two or moreparties exchange goods/ services and attempt

to agree upon the exchange rate for them.


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Let's Analyze

Situation Analysis.


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Critical Elements of Negotiation

Time

Information

Power


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Let's Analyze

Let us analyze the 3 Critical Elements in thesituation.


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Possible Outcomes of Negotiation

1. Lose/ Lose

2. Win/Lose or Lose/ Win

3. Win/Win


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Bargaining & Negotiation


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Let' s analyze

Let' s go back to the situation and analyze theperspective of factors in the given situation.


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Your negotiating counterparts

The Shark

'Sharks are the one

with the sharp teethwho are blinded by

the attitude that

there must be awinner and loser inevery negotiation.'


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The Carp

'They walk into anegotiation feeling

they can not win.Believing this, they

focus their efforts on

not losing they

currently have.'


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The Dolphin

'In negotiation, the

dolphin has the abilityto emerge the winner

successfully.'


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Key Character istics of Dolphins

1. They play an infinite rather than a finite game.

2. They avoid unnecessary conflict.

3. They respond promptly to a 'mean' move by retaliating

properly.

4. While quick to retaliate, dolphins are also quick to forgive.


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Ten Steps to Successful Negotiation

Recognize that every thing in life is negotiable!

Go for Win/Win outcomes.

Aim High!

Have sound strategies and tactics.

Plan ahead and research well.


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Ten Steps to Successful Negotiation

Listen more than you speak.

When you do speak, ask 'GREAT QUESTIONS'

Learn to read effectively non-verbal communication.

Learn to identify your three negotiation counterparts.

In most negotiations, you will have the ability to walk away.

Rapport, Probing, Negotiation.ppt

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