Think about the last time you were in a restaurant and the chef came out to ask each customer how they liked the meal. What did you say in the 10 second conversation? Odds are you nodded your head and said the food was great.
What if the chef spent 10 minutes with you, explaining he is trying new recipes and really wants your feedback. Would you be more open and honest with your answers? Sure you would.
What you've just experienced is rapport.
Have you ever tried to establish rapport with someone and got basic, surface responses instead of true feelings? That kind of conversation doesn't do anyone any good.
At the restaurant, I may think that even though I said everything was fine, I really didn't think it was outstanding. I probably won't be back. For the chef, it's better to hear that now so he can take steps to correct the problem.
When building rapport, you should be the kind of person who shows true concern for the customer's needs as opposed to just being pleasant. That is going to help you get inside the customer's mind as you work to get important information.How to build rapport
Connecting with the customer is more than saying hello and answering questions. It's about reading clues from the customer so you can plan how to proceed.
Here are a few tips to remember:
Establishing true rapport saves time and energy. Customers are willing to be direct in discussing their true needs and will provide you with what they need for homeownership.
|John Rymer is the founder of New Home Knowledge, which offers sales training for new home builders and real-estate professionals. He can be reached at email@example.com |