Building Strong Customer Connections

The purpose of building rapport with customers is to tailor make their experience and ensure an exceptional experience, leading to increased trust and stronger customer relationships.

Rapport is important in sales because it helps in closing more jobs, earning higher bonuses, receiving more tips, and creating more opportunities.

You can identify the type of customer by understanding if they are a Director, Socializer, Relator, or Thinker, and this will shape your pitch.

<p>Asking open-ended questions helps in building knowledge about the customer, leading to a better understanding and eventually closing every sale.</p> Signup and view all the answers

<p>Genuine interest in serving customers is important as it reflects the level of service one would want for their own family members.</p> Signup and view all the answers

<p>Understanding that every customer is different is important as they come with unique backgrounds, struggles, needs, and wants, and tailoring the approach accordingly leads to better customer satisfaction.</p> Signup and view all the answers

<p>An open-ended question is a question that cannot be answered with a simple 'yes' or 'no' and requires the respondent to provide a more detailed response. It requires more thought because the respondent needs to think about their answer and provide a meaningful and complete response.</p> Signup and view all the answers

<p>The purpose of asking open-ended questions is to drill down and quickly identify the customer's problem or pain-point. It helps in obtaining more detailed information and encourages the respondent to provide a comprehensive answer.</p> Signup and view all the answers

<p>A closed-ended question is a question that can be answered with a simple 'yes' or 'no'. It may lead to a conversation stop because if the answer is 'no', there is no further discussion or elaboration required, which can make the conversation awkward or stagnant.</p> Signup and view all the answers

<p>Are you having a good day today?</p> Signup and view all the answers

<p>How is your day going today?</p> Signup and view all the answers

<p>Asking open-ended questions allows for a deeper understanding of the customer's needs and concerns. It helps in building rapport, uncovering valuable information, and providing more personalized solutions.</p> Signup and view all the answers

<p>The potential disadvantage of asking closed-ended questions is that it limits the amount of information obtained from the respondent. It may prevent the discovery of important details or insights that could be relevant for understanding the customer's situation.</p> Signup and view all the answers

<p>Open-ended questions can be beneficial for businesses as they provide an opportunity to gather feedback, understand customer preferences, identify areas for improvement, and enhance overall customer satisfaction.</p> Signup and view all the answers

<p>Relator, Socializer, Thinker, Director</p> Signup and view all the answers

<p>Slower paced, people oriented, talkative at a slower pace, asks questions about you, long answers to questions, wants to talk during most of the service, stays in close proximity to the team during the service</p> Signup and view all the answers

<p>Do: Emphasize your want to help them, genuinely support &amp; relate to their feelings, show personal interest, use past experiences to prove your ability to handle their specific situation. Don't: Be threatening or insincere, get caught up in their sporadic tendencies.</p> Signup and view all the answers

<p>Fast paced, people oriented, talkative at a fast pace, finds more value in conversation/interaction than the actual service, gives and appreciates validation, finds value in how well the team works together and communicates, may laugh and joke with you</p> Signup and view all the answers

<p>Do: Show interest in their 'awards'/ideas and dreams, offer stimulating options and appeal to novelty and fun, inform them of 'possibilities' of the services for a wow factor, motivate them with how it will affect their 'recognition'. Don't: Avoid their conversation, address every question, argue with them.</p> Signup and view all the answers

<p>Slow paced, task oriented, listens more and talks less, takes time before responding to questions, little to no chit chat, initial questions or comments revolve around the task, focus on how best to get the job done</p> Signup and view all the answers

<p>Do: Support their approach while educating them of our proven process, offer facts and evidence, show interest in the process. Don't: Mistake their silence with the need to keep talking, force small talk, rush the process.</p> Signup and view all the answers

<p>Fast paced, task oriented, typically does most of the talking, business first and does not enjoy chit chat, appreciates you listening and repeating what they said, may give advice on how the job should be done</p> Signup and view all the answers

<p>Do: Listen to their wants and be ready to act, support their goals and objectives and appeal to goal achievement, motivate them with probabilities of success. Don't: Be 'chatty', put down their plan</p> Signup and view all the answers