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22 02, 2020

Here’s Why You Didn’t Close the Sale!

By |2020-02-22T20:14:16-05:00February 22nd, 2020|Categories: Blog, Sales, Sales strategies|Tags: , , , , |0 Comments

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Gallo University

I get lots of calls: “Please teach my employees how to close!” You probably know the first rule of closing is to “ask” but most salespeople don’t. They come up with all types of excuses; the customer wasn’t ready, this was the first stop, they need to shop, she can’t make up her mind what she wants, she needs her husband.

The other day I went to the hospital for a shoulder Xray. The tech was so great, cheerful, competent and went out of her way to take me down to hospital records to have a disk made. If she was selling something, I would have bought it. She obviously knew how to build rapport. Having a strong relationship with the customer.

The ability to build rapport is critical. Many people don’t know if they are in or out of rapport. Successful salespeople instinctively if they’re in rapport.

According to the Harvard Business Review, “The bad news is that the under-performing salespeople lack the self-awareness to know that buyers don’t value them, nor do they understand why. They don’t take the time to figure out why they lost a deal or longtime client. They either don’t know why they weren’t selected, or they reflexively blame it on factors out of their control.”

CAN YOU LEARN RAPPORT? YES! HOW’S THIS FOR A NEW STATISTIC?81% of buyers prefer to talk to someone with their same mannerisms! That’s rapport!

Okay, I’ve got some help: FOR FREE! IT’S FREE TRAINING ON RAPPORT! I AM CONDUCTING A BETA TEST ON ONE OF MY NEW CLASSES ON RAPPORT. THESE ARE SHORT SEGMENTS, WITH SHORT REVIEWS SUITABLE FOR GROUP DISCUSSIONS—THE TOTAL OF THE SEGMENTS IS ABOUT AN HOUR. YOU’VE GOT UNTIL MARCH 1ST.

Here’s the login information you’ll need for the training site, SUCCESS ON FIRE:

1.  Copy the link and put it in your browser:
https://successonfire.lisbethcalandrino.com/index.php/courses/the-customer-experience-your-path-to-sales-success-beta/

2.  Click the orange “register to enroll” button on the top right side
of the page.

3.  You’ll go to a registration form, fill that in and you’ll be
registered and enrolled, then brought right back to the beginning of the
course as soon as you’ve completed the form.

For more information on the course call Lisbeth at 518-495-5380 or through email, [email protected]. Let me know what you think. Want more info on customer service:

#successonfire #redhotcustomerservice #sales #building rapport

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18 11, 2014

Are Communication Skills Much Ado About Nothing?

By |2017-03-03T12:06:54-05:00November 18th, 2014|Categories: Blog, Reaching the Consumer, Sales, Success, Training|Tags: , , , , , , |Comments Off on Are Communication Skills Much Ado About Nothing?

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COMMUNICATIONI have been doing sales training for over 25 years, and I am always amazed when I see a salesperson having trouble building rapport. Here’s what Wikipedia has to say on the subject: “Rapport is one of the most important features or characteristics of subconscious communication. It is commonality of perspective: being ‘in sync’ with, or being ‘on the same wavelength’ as the person with whom you are talking.” In other words, rapport is when we get each other. It’s as simple as that, but it becomes complicated when we believe that everyone should think like us. Not only do we think it, we spend time trying to convince the other person of our position. If you’re spending your time convincing, it shows a lack of understanding of communication. In order to be a good salesperson, you have to give up your position of having to be right and hand it over to your customer. Remember, if you want to be right to win, that means the customer has to be wrong. In any transaction or relationship, no one wants to be wrong. According to Sravanthi Reddy G.,  selling is a two way communication relationship and involves talking and listening.

  1. Before conducting any type of sales training, I always suggest we do a standard sales training inventory: a test that will show the person how they communicate, who they communicate best with and what gets in their way.
  2. Learning about your communication style makes it easier for you to absorb new information and understand how it will help you. This is why school is so difficult for many; they can’t understand why they need the information and how it will help them. Once you do some communication testing, people will open up and want to learn. I use BEST Instruments because it’s simple and very revealing.
  3. Building rapport is the concept of connecting to your customer. Instinctively, we know how to communicate with people like ourselves. If you ask people why it works, they often say, “We just click.”
  4. You can click with anyone. Isn’t that amazing? Instead of passing on a customer because you don’t like them or just don’t get them, once you learn about yourself, you can make adjustments in your communication style.
  5. Great salespeople are in control of their communication. They know why they connect and what makes it work. On the other hand, amateurs leave it up to fate. Another great line is, “The customer just wasn’t ready to buy.” Building good rapport has little to do with the customer buying your product; it has a lot to do with whether the customer buys you!

Give a gift to your salespeople: the ability to understand their communication and sales skills. It will benefit them and your business many times over. Lisbeth Calandrino has been doing sales and customer service training for over 20 years. To book a consultation or have her speak to your group, contact her at [email protected] or 518-495-5380. Lisbeth lives in Historic Hudson Park, Albany, New York,  with her cat Rainyday.

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3 11, 2014

5 Ways To Get Your Salespeople Connected To Customers

By |2017-03-03T12:06:54-05:00November 3rd, 2014|Categories: Customer Experience, Customer Retention Strategies, Customer Service, Motivation, Reaching the Consumer, Sales, Training|Tags: , , , , , , , , |Comments Off on 5 Ways To Get Your Salespeople Connected To Customers

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connecting-with-customer-service-advisorI have been doing sales training for over 25 years, and I am always amazed when I see a salesperson having trouble building rapport. Here’s what Wikipedia has to say on the subject:

 “Rapport is one of the most important features or characteristics of subconscious communication. It is commonality of perspective: being ‘in sync’ with, or being ‘on the same wavelength’ as the person with whom you are talking.”

In other words, rapport is when we ‘get each other’. It’s as simple as that, but it becomes complicated when we believe that everyone should think like us. Not only do we think it, we spend time trying to convince the other person of our position. If you’re spending your time convincing, it shows a lack of understanding of communication. Building rapport is part of customer service and the customer experience.

In order to be a good salesperson, you have to give up your position of having to be right and hand it over to your customer. Remember, if you want to be right to win, that means the customer has to be wrong. In any transaction or relationship, no one wants to be wrong.

  1. Before conducting any type of sales training, I always suggest we do a standard sales training inventory – a test that will show the person how they communicate, who they communicate best with and what gets in their way. The one I like the best comes from BEST Instruments. It is short but conveys lots of information.
  2. Learning about your communication style makes it easier for you to absorb new information and understand how it will help you. This is why school is so difficult for many; they can’t understand why they need the information and how it will help them. Once you do some communication testing, people will open up and want to learn.
  3. Building rapport is the concept of connecting to your customer. Instinctively, we know how to communicate with people like ourselves. If you ask people why it works, they often say, “We just click.”
  4. You can click with anyone. Isn’t that amazing? Instead of passing on a customer because you don’t like them or just don’t get them, once you learn about yourself you can make adjustments in your communication style.
  5. Great salespeople are in control of their communication. They know why they connect and what makes it work. On the other hand, amateurs leave it up to fate. Another great line is, “The customer just wasn’t ready to buy.” Building good rapport has little to do with the customer buying your product; it has a lot to do with whether the customer buys you!

Give a gift to your salespeople: the ability to understand their communication and sales skills. It will benefit them and your business many times over.

To schedule Lisbeth to speak to your employees or schedule a consultation, reach her at [email protected]

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