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A Little Rapport Goes a Long Way - Sarah Hedayati - ContactCenterWorld.com Blog

A Little Rapport Goes a Long Way

No mat­ter what prod­uct or ser­vice you offer, sell­ing to a cus­tomer you have truly con­nected with is much more ful­fill­ing than a sale to just some ran­dom cus­tomer whom you’ll never think of again. Not only will you come away feel­ing excited and opti­mistic, but your cus­tomer will too, and that can prove very valuable.

Devel­op­ing a con­nec­tion with your cus­tomers can do won­ders for your com­pany and give you a com­pet­i­tive edge by increas­ing cus­tomer loy­alty, the poten­tial for out­side refer­rals, and of course the chance to sell more.

So, how do you build this con­nec­tion? Fol­low­ing are a few tips and tricks to help you estab­lish a rap­port and trans­form a sim­ple sale into a good relationship.

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  • Show inter­est in the human ele­ment. Show­ing inter­est in your cus­tomer is one of the eas­i­est ways to start build­ing rap­port. Ask him how his day has been, refer to him by name, or talk with him about more than just the topic at hand. You’d be sur­prised how just a lit­tle ges­ture can affect the tone of the call and the tenure of the relationship.
  • Lis­ten. Focus your atten­tion on what your cus­tomer is saying—not on what you want to say as soon as he fin­ishes speak­ing. Not only will you find out more about his needs than you oth­er­wise might, but you’ll also give him the sat­is­fac­tion of being heard and understood.
  • Find some­thing in com­mon.  Large or small, find­ing some­thing you and your cus­tomer have in com­mon pro­vides a lit­tle token for your cus­tomer to remem­ber you by.
  • Fol­low Up. Take a cou­ple min­utes out of your day and send your cus­tomers a follow-up email thank­ing them for their time and inter­est. Or, if it’s been awhile since you spoke, give them a call to ask them how the prod­uct or ser­vice is work­ing out.
  • Be a per­son that your cus­tomer wants to know. If you’re hon­est and sin­cere and if you act with integrity in all you do, your cus­tomers will have a pos­i­tive impres­sion of you, your com­pany, and the prod­ucts and ser­vices you provide.

There are dozens of tech­niques for build­ing good rap­port with your customers—and hun­dreds of rea­sons why doing this is a good idea. For more tips and tricks, check out another blog post on main­tain­ing mean­ing­ful rela­tion­ships with your customers.

- originally published on Impact's Customer Service Blog at http://www.impactlearning.com/a-little-rapport-goes-a-long-way/  - learn more about call center sales trainingcustomer service training programs and customer service assessments from Impact Learning Systems.

Publish Date: February 23, 2012 6:16 PM

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