business rapport - selling the way people buy
Post on 12-Aug-2015
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ClosingBigger.net@ShaneGibson
Rapport1. The ability to connect with and
communicate with another party in a synergistic fashion.
2. To send information in a way that receiver can easily accept it and understand it.
3. To make the other party feel totally wanted and listened to.
“It’s about building and strengthening bridges or commonalities.”
ClosingBigger.net@ShaneGibson
Effectiveness Levels of the Various Aspects of Communication
• 7% is in the words
• 23% is in the Tone of Voice
• 35% is in the Facial Expression
• 35% is in the Body Language
ClosingBigger.net@ShaneGibson
Ways We Can Mirror People for Improved Rapport
• Eye movements• Gestures and posture• Breathing rates• Tonality• Flow and pace of language
“People like to do business and socialize with people who are much like them”
ClosingBigger.net@ShaneGibson
Building Bridges – Building Rapport
• Take time to break the ice• Drop the traditional roles• Monitor your body language• Match / Mirror / Pace• Use understandable language• Story telling• Listening through clarification (Listen to understand not
just to respond)
ClosingBigger.net@ShaneGibson
Factors that influence behaviour.
Style
Rules
Environment
Values
Culture
Trauma
EQ
Physiology
Beliefs
IQ
Self-worth
Chemistry
Habits
Emotions
Stress
Gender
ClosingBigger.net@ShaneGibson
Quick Read ToolA 10 9 8 7 6 5 4 3 2 1 0 A
Very Quiet Introverted
Very Outspoken Extroverted
ClosingBigger.net@ShaneGibson
Quick Read ToolB 10 9 8 7 6 5 4 3 2 1 0 B
Very Structured
Regimented
Very Unstructured
Casual
ClosingBigger.net@ShaneGibson
B – Very Unstructured
B – Very Structured
A - Very Outspoken
A – Very Quiet
Promoter Supporter
Controller Cognitive
Styles0
1
2
3
4
5
6
7
8
9
10
10 9 8 7 6 4 3 2 1 0
ClosingBigger.net@ShaneGibson
The Supporter• Sensitive • Lacks structure• Save the relationship• Loves to help others• Persuade – guarantees and assurances• Speciality – supportive role• Downfall – a friend in need• Back up style under pressure – fit in
ClosingBigger.net@ShaneGibson
Supporter• Typical Sales Strengths:• Promotes harmony and balance• Is reliable and consistent• Tries to adapt to stress• Sees the obvious that others miss• Is often easy-going and warm
• Common Sales Difficulties:• Can be too easy-going and accepting• Can allow prospects to take advantage• Can become bitter if unappreciated• Can be low in self-worth• Can be too dependent on others
ClosingBigger.net@ShaneGibson
The Analytical• Provide details, facts and data• Save face• Lacks spontaneity• Persuade – support principles and
thinking• Speciality – accuracy• Downfall – decisions can take forever• Back up style under pressure – to avoid
ClosingBigger.net@ShaneGibson
Analytical• Typical Sales Strengths:• Acts cautiously to avoid errors• Engages in critical analysis• Seeks to create a low-stress climate• Wants to insure quality control• Can follow directives and standards
• Common Sales Difficulties:• Can bog down in details and lose time• Can be too critical or finicky• Can be overly sensitive to feedback• Can seem to be lacking in courage• Can be too self-sufficient, alone
ClosingBigger.net@ShaneGibson
The Controller• Loves results• Decision maker• Save time• Likes to be in charge• Persuade – options and probabilities
– support their conclusions and actions
• Speciality – action NOW• Downfall – need to be right /argumentative• Back up style under pressure – my way or the highway
ClosingBigger.net@ShaneGibson
Controller• Typical Sales Strengths:• Acts rapidly to get sales results• Is inventive and productive• Shows endurance under stress• Is driven to achieve sales goals• Can take authority boldly
• Common Sales Difficulties:• Can be too forceful or impatient• Can often think their way is best• Can be insensitive to needs of prospects• Can be manipulative or coercive• Can be lonely or fatigued
ClosingBigger.net@ShaneGibson
The Promoter• Likes applause• Best Starters• Saves effort – takes short cuts• Influenced by their dreams and intuitions• Persuade – testimony & incentives• Speciality – expressive• Downfall – lack of focus, follow through and
they think aloud• Back up style under pressure – attack
ClosingBigger.net@ShaneGibson
Promoter• Typical Sales Strengths:• Acts / sells creatively on intuition• Is sensitive to others' feelings• Is resilient in times of stress• Develops a network of contacts / leads• Is often willing to help others
• Common Sales Difficulties:• Can lose track of time / be late• Can "overburn" and over-indulge• Can be too talkative• Can lose objectivity, be emotional• Can be self-oriented, overly self-assured
ClosingBigger.net@ShaneGibson
B – Very Unstructured
B – Very Structured
A - Very Outspoken
A – Very Quiet
Promoter Supporter
Controller Analytical
Styles0
1
2
3
4
5
6
7
8
9
10
10 9 8 7 6 4 3 2 1 0
ClosingBigger.net@ShaneGibson
Selling to the Supporter• Sensitivity• Space• Tone• Feelings• Ask for support• Show (prove) trust• Pace (Move at
their speed)
• Don’t box them in• Comfortable approach• Relationship building• Be helpful• Don’t rush• Respect loved ones• Show you care for
humanity (walk your talk)
ClosingBigger.net@ShaneGibson
Selling to the Supporter
• Don’t ask them to take risks• Console and listen to them• Move them slowly to acceptance• DO NOT RUSH THEM
ClosingBigger.net@ShaneGibson
Selling to the Analytical
• Cover the fine points• Be accurate• Be specific – details• Deliver quality• Talk savings/security• Do your research• Ask for their input
• Don’t push them• Don’t embarrass
them• Don’t be too flashy• Respect their space• Be friendly• Do not interrupt• Do not touch
ClosingBigger.net@ShaneGibson
Selling to the Analytical• Do not change direction once agreed• Respect their schedule – pace• Give them all the information they need to make
a decision– Data– Graphs– Charts – Reports (they will actually read them)
• Acknowledge and work within their principles and thinking
ClosingBigger.net@ShaneGibson
Selling to the Controller
• Talk results• Talk profits• Be concise• Be clear• Don’t waste
their time
• Stick to business• Do not control• Use logic• Summarise• Hit the high-
lights
ClosingBigger.net@ShaneGibson
Selling to the Controller
• Talk bottom line • Give options• Outline
probabilities• Show your
ability
• Strong direct posture• Do not be too chatty• Don’t get too
personal• Action
ClosingBigger.net@ShaneGibson
Selling to the Promoter• Exude energy and fun,
give compliments• Appropriate contact is
OK• Be witty• Show flexibility• Do NOT criticise • They WILL attack
under pressure
• Visually show response
• Be personal• Talk to them – not
down• Have time for them• Keep them away
from details
ClosingBigger.net@ShaneGibson
Selling to the Promoter• Show them the positive impact they have on you• Show them how to save effort and look good• Be willing to listen to them expand on their concepts• Keep them on focus• Give them the opportunity to be:
– 1st in– Pace setter– Ahead of the pack
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