Uploaded on Aug 24, 2009
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A simple (yet powerful) 4 step process that builds magnetic rapport in seconds and sets up your sales conversation to be more profitable than you ever thought possible…
How to practically suck the cash out of your prospect’s wallet while they feel 100% comfortable and in control!
The #1 persuasion secret that gets people more excited to buy than any other strategy in history
How to get prospects to make “micro commitments” so they’re ready to buy before you even ask
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Building trust and rapport, especially over the phone, is essential in various personal and professional interactions.
Whether you’re in sales, customer service, or simply trying to connect with someone, these three easy tips can help you develop strong phone skills and establish trust and rapport effectively:
1. Active Listening:
Active listening is a crucial skill for building trust and rapport over the phone. When you actively listen, you show genuine interest in what the other person is saying and make them feel valued. Here’s how to do it:
- Focus on the Speaker: Give your full attention to the person on the other end of the line. Eliminate distractions and concentrate on their words.
- Use Verbal Cues: Provide verbal cues, such as “I understand,” “I see what you mean,” or “Tell me more,” to show that you’re engaged in the conversation.
- Avoid Interrupting: Let the speaker finish their thoughts before responding. Interrupting can come across as disrespectful and hinder rapport-building.
- Ask Clarifying Questions: When appropriate, ask clarifying questions to ensure you understand the speaker’s perspective and needs.
2. Empathy and Understanding:
Empathy is the ability to understand and share the feelings of another person. It’s a powerful tool for building trust and rapport because it demonstrates that you care about the other person’s emotions and concerns. Here’s how to convey empathy over the phone:
- Acknowledge Emotions: If the person expresses frustration, excitement, or any other emotion, acknowledge it by saying something like, “I can sense how important this is to you,” or “I understand that this is frustrating.”
- Use Reflective Statements: Reflective statements show that you understand the speaker’s perspective. For example, you might say, “It sounds like you’ve been dealing with this issue for a while, and it’s been challenging.”
- Offer Support: Express your willingness to help or provide support. Say, “I’m here to assist you,” or “Let’s work together to find a solution.”
3. Positive and Professional Tone:
The tone of your voice can greatly influence how you’re perceived over the phone. A positive and professional tone can make a significant difference in building trust and rapport:
- Smile While You Speak: Smiling naturally changes the tone of your voice and makes you sound more approachable and friendly.
- Maintain a Calm and Confident Voice: Speak clearly and confidently, but avoid sounding rushed or overly formal.
- Use the Person’s Name: Using the person’s name in the conversation can help personalize the interaction and create a connection.
- Avoid Negative Language: Steer clear of negative language or criticism. Instead, focus on constructive solutions and positive reinforcement.
Remember that building trust and rapport takes time, so be patient and consistent in your efforts. Whether you’re dealing with customers, colleagues, or friends, these phone skills can help you create meaningful connections and improve your communication effectiveness.
