- Double-Check Name Preference and Pronunciation. …
- Practice Active and Reflective Listening. …
- Show Empathy. …
- Ask Questions. …
- Put Your Personality into the Script. …
- Be Honest About Your Product and Timeline. …
- End the Call with a Shared Understanding of Next Steps.
How To Build Rapport On The Phone From a Telesales Expert… 8 Rapport Building Techniques THAT WORK
What is rapport and why is it important?
Your capacity to relate to others in a way that fosters a sense of trust, understanding, support, and comfort is known as rapport. You can establish rapport with coworkers, clients, vendors, leaders and managers, rivals or clients, and doing so can improve your reputation. In business, developing rapport enables you to engage clients to foster loyalty, influence, and ongoing business, and it is important in almost all industries and fields. For instance, a real estate agent who is skilled at developing rapport increases the likelihood that clients will trust them and pay attention to their suggestions and advice when buying or selling a home.
Regardless of the field or position, rapport is crucial in business because it can:
18 ways of how to build rapport over the phone
You can continue to practice rapport-building techniques throughout your career. Here are 18 techniques for establishing rapport on the phone that you can use right away:
Smile
Consider grinning when you greet people and keeping it up throughout the conversation. Even though the person on the other end of the line can’t see you, they can still hear and picture a cheerful voice, so body language is an effective way to establish rapport. Smiling and maintaining good posture can subconsciously affect both the speaker and listener and help set a positive tone for the conversation.
Be friendly
A good way to begin a call is by making friendly eye contact with clients or coworkers. The best way to establish rapport and engage the listener is to open with a question like, “How are you doing today?” or “How is your morning going so far?” It’s important to be sincere when asking and interested in the response.
Remain respectful
Respectful communication is essential for developing rapport as well as for good customer service and workplace manners. Please and thank you throughout the conversation, and instead of assuming how someone wants to be addressed, think about asking them. A good rapport and connection are frequently built on good manners.
Listen intently
Building a relationship with a colleague or customer requires good listening skills, and actively hearing what they have to say can help you fully comprehend their needs or the information being shared. Let them finish before speaking to avoid interrupting, and when appropriate, use words like “Right” or “I understand” to show them you’re paying attention.
Stay positive
Even if the person on the other end of the line isn’t responding, a happy and upbeat attitude can set the tone of a conversation. Even in difficult circumstances, maintain a level of courtesy and professionalism and keep the objective or solution in mind throughout the conversation. The person on the other end of the line may care more about your ability to establish rapport than the original issue they may have called about.
Use perception
Every business call is different, and while some will go well, others might be more focused on a specific problem that needs to be fixed. Recognize the situation and respond appropriately to foster rapport. Consider offering a sincere apology, for instance, if a caller expresses disappointment to help turn the conversation back to one that is constructive and positive.
Focus on the call
To establish and maintain a strong rapport, it’s critical to pay attention to the conversation. Beware of interruptions, such as checking email, the web, or other paperwork, for example. By maintaining your attention on the caller, you can avoid missing crucial information and demonstrate that you are actively listening.
Be upfront
Being honest and professional will help you establish, maintain, or grow rapport. Instead of leaving them perplexed, explain why you are calling or what you hope to accomplish during the conversation.
Convey empathy
Being sympathetic on the phone can help you establish rapport and trust. Be sincere when offering suggestions or ideas that can help solve the problem or provide the answer, keeping in mind the perspective of the client or your coworkers. You can show the person you’re speaking to that you care and support them without being patronizing by using phrases like “I understand how that affected your deadlines” or “I can imagine the delivery delay was disappointing.”
Repeat the language
Building rapport and connecting with a colleague or customer requires using their language. While using another word might not convey the same meaning or could lead to confusion, their word choice resonates with them and matters to them, and hearing it repeated back can suggest you understand. Consider, for instance, using the same language when responding to a leader who says, “The marketing plan is excellent,” such as, “I agree with you, Matteus, the marketing plan the team developed really is excellent,” as opposed to, “Yes, the marketing plan is okay.” “.
Match the speed
Matching the speed of the person talking on the phone is a subtle way to establish rapport and a connection. Even though it doesn’t have to be a perfect match, it is something to be aware of. For instance, if the person on the other end of the line speaks more slowly than you do, responding too quickly may cause them to lose track of you, miss important details, or feel hurried. Or, if the speaker is speaking quickly, speaking slowly could bore listeners. Those who are adept at establishing rapport understand that a commonality is created when style and tone are the same.
Find commonalities
Finding connections and commonalities with the other person will help you establish rapport at work or in customer-facing roles. People enjoy discussing common interests, hobbies, passions for music or sports, and backgrounds. Even expressing gratitude for the final snowfall of the season can help to forge and strengthen bonds between people. Be careful when engaging in casual conversation to be sincere rather than pushy and to use humor appropriately.
Remember names
This helps you establish a rapport over the phone with new clients, customers, or coworkers while also showcasing your listening skills. To create a more personal connection, try saying the person’s name frequently throughout the conversation and during the goodbye at the end of the call. For example, “I understand, Mrs. Jimenez, we appreciate that, or “Brendan, thanks once more for calling today.” It really was great talking through next weeks sales presentation. Speaking a person’s name can draw them in and convey interest in them.
Pay attention to details
A keen eye for detail is a great way to build rapport. Remembering what someone said at the beginning of a call or a brief fact about them, their situation, or their need can deepen the relationship and build trust. Consider including it in your closing if a client shared a detail during your opening question, for instance, “Thank you, Mr. Huss. I wish you a wonderful day and the remainder of your coffee this morning. “.
Add personality
Consider adding personality to your delivery to sound more natural rather than reading from a script, especially if you are connecting with customers and have a guided script for certain situations. Inflection, pitch, tone and sincerity all can influence building rapport.
Ask questions
By including the person in the conversation and asking open-ended questions, you can establish rapport while speaking on the phone. The more they converse with you, the more they seem interested in you and the conversation. Ask thoughtful questions like, “Tell me more about that experience with the retailer based in Hawaii,” or “What about that situation felt rewarding for you,” that call for more information than a simple yes or no response.
Give praise
Compliments can build rapport, too, especially if they are genuine. Be sure to thank your coworker or customer if they are patient or especially understanding. Let them know how it affects you and express your gratitude if they agree to handle a task for you or participate in a call survey.
Summarize the conversation
Sharing a brief summary of the discussion or priorities further demonstrates your active listening skills and your ability to persuade your coworker or client that you intend to address their needs, all of which help to establish rapport. Use expressions such as, “Let me share the top three priorities we discussed,” or “Here is what I’ll do next since you shared those concerns with me.” “.
FAQ
How do you build rapport with customers over the phone examples?
- Open the Call With a Smile. …
- Start the Conversation With a “Warm Up” …
- Listen Well. …
- Let the Caller Know You Are Listening. …
- Use Words That Your Caller Uses. …
- Show Empathy With Your Caller. …
- Go Off Script. …
- Be Friendly.
How do you build rapport instantly?
- Remember people’s names. Remembering people’s names and faces demonstrates attention to detail and an interest in who they are.
- Find common ground. …
- Actively listen. …
- Ask questions. …
- Mind your body language. …
- Reserve judgment.
How do you build rapport in a conversation?
- Tip #1: Be Prepared.
- Tip #2: Ask Relevant Questions.
- Tip #3: Speak Like a Human Being.
- Tip #4: Listen with Empathy.
- Tip #5: Send a Genuine Thank You.
- Prioritize Rapport Building on Your Next Cold Call.
