In Rapport

Rapport, Help Feel Okay, Donald Kelly. Today’s episode is another snippet taken from one of our sessions over at the TSE Hustler’s League which talks about how essential it is to make your customers feel okay and what you can do to make them feel okay. You want your customers to like and trust you. The last thing you want to do is make them feel uneasy at any point of your conversation. You have to keep them engaged. You have to make them feel that you understand them and that you care for them.

Why is it important to make your customers feel okay?

  • They’re going to feel a connection to you.
  • They’re going to call you less with issues.
  • They’ll find a way to be able to be of assistance to you.

The 70/30 Rule:

By this rule, it means that you have to speak 30% of the entire conversation while you let the prospect speak 70%. The point is to let them speak more than you. Let them talk about themselves because that’s what they love.

Ask engaging, thought-provoking, open-ended questions that will make a solid conversation.

Treat them as human beings.Treat them as intellectuals who know things about their organization.

Compliment them.

Keep It Simple

Don’t use buzzwords. Avoid using terminologies that are complicated. You may be used to these words internally but people on the outside of your industry may not have any clue about what you’re saying so they won’t be engaged in the conversation. They’re going to zone out. So make it as simple as possible for them. Speak in a way that a child can understand what you’re saying.

Episode Resources:

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Donald Kelly, Rapport, The Sales Evangelist