Deborah Torres Patel:
You and I both agree that many salespeople often forget the most important part of the sale…the customer.

Paul Archer:
That’s right. My crusade is to put the customer back on the pedestal where they deserve to stay and flourish. If your product or service is high transaction then leave it to the internet or telesales. However, if your product or service is high relationship then you’ll want to work on creating exceptional sales rapport.

Deborah:
What is Rapport Selling?

Paul:
It emphasizes the customer every time and all the time. The salesperson is constantly putting themselves in the customer’s shoes. It requires an intense ability to build rapport and needs honed communication skills.

Rapport is far more than just talking about the same football club or discussing your client’s children. It is a deeper integration with the client, immersing you into their world and what makes them tick and then designing a sales process around them, not you.

Deborah:
I know you have a multitude tips. Would you mind sharing your top ten rapport selling tips with us?

Paul:
I’d be delighted.

1. When making calls to customers, never, never, never hang up your phone before them. Wait for them to hang up first. It’s a small point but very irritating when you’re on the phone; agree to say farewell and immediately you hear their click at their end. Some get the impression that the other person can’t wait to get on to the next call.

2. Record all details of the customer. Use paper or technology to record all you can about the customer that you have so fastidiously collected and refer to it every time you speak or meet with them again.

• I use a software programme that records all sorts of information about my customers, not just the usual things like names and addresses. It records spouse details, children, hobbies etc.

• It shows me every contact I’ve had with them whether by phone, letter, email or a meeting. The software allows me to constantly recollect everything about them when they call me.

• Make your customer data portable so you can recollect it at a moments notice. Handheld computers are fantastic devices to contain this information especially the ones which double as phones instantly bringing up the customer file. Very impressive and it shows the customer that you are putting them first.

• When you return to your desk, simply pop the device into the cradle attached to your PC and presto, the data is synchronized.

3. When asking questions be careful of your tone. Research has constantly shown that communication is vastly more than just the words we choose to use.

• Body language comes into it but, increasingly, the tone we use affects how the words are interpreted by the customer. That’s what it’s all about. How the customer sees it.

• Record your tonality during questions and statements that you make and observe the direction it takes.

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