Join Matthew Whyatt this week with the latest episode of Velocity Selling TV. Building rapport with your potential client is one of the most important and vital steps to effectively communicating as well as being a key component to being a salesperson.
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Bob: Welcome back to Velocity Selling TV. It’s great to see you again Matthew, it’s been a couple of weeks. I understand you’ve been really busy sharing a lot of information on the competency section of the Velocity Selling system with the world, have you?
Matthew: I have absolutely Bob and I’ve really enjoyed the last couple of weeks. Not because you weren’t here, it’s just that I got the opportunity to dive into the areas that really excite me about the Velocity Selling System, so what I promise the good listeners today is going a bit deeper through the eight steps. Hopefully last week you would have seen that I offered everybody a download, so if you didn’t get that download grab it at the bottom of this video as well and let’s go through it together just so we can unpack all of the elements of the Velocity Selling system. How’s that sound Bob?
Bob: Excellent. Ok, so, as you know Matthew the very first step I think, somewhere in one of the past episodes we talked about how buyers buy. Now, we’re giving you a system that basically engage buyers. Of course, the very first step with a buyer is you got to get that trust. Now that’s what rapport is all about. Now Matthew, how do we go about building rapport? How do we get that trust to the buyer so that we can move on in the sales process and helping them think they are in control?
Matthew: Well look Bob, building rapport is one of the key ingredients to being a salesperson. What we’ve found is we need to make sure, as you know, buyers buy from people who know, like, and trust you and the way they do that is by you building a level of rapport. So really it’s like having a conversation like you’re a human being, you’re actually care what they do. So I’ve got a couple of my favourite rapport building questions and I will share with those in a moment. So all we want to do in this overall category is you want to find commonality. Find common ground you’ve got with a buyer. You know, speak about common interests. Ask about some opening questions about how they got into their business. That’s one of my favourite questions actually – How did you get into that? And then they’re talking about themselves, well that’s their favourite subject. A person’s favourite subject is themselves so get them speaking about themselves. If you notice something on the wall of their office, a fishing trophy or a cricket thing, or cricket in Australia, oh you know maple syrup can for you in Canada, we want to make sure that we have that conversation about it. It’s not being about fake, it’s actually about building that relationship. Go ahead.
Bob: It’s just human behaviour. People love to talk about themselves. What we have to do is engage them and get them talking about themselves. The more they talk, the more we listen, the more we learn and the more they trust us. So what are some techniques that we could use in building rapport, you know besides finding commonality and showing our interests in them and getting them to open up?
Matthew: Well look you know obviously, not obviously, one of the things that I found really important through linguistic programming is the mirror and match physiology. What that means, it’s not mimicking, mimicking is doing things at the same time as the other person but if they’re particularly engaged and leaning forward, then you slowly, move your physicality to be leaning forward. Or if they’re leaning back with their legs crossed do the same thing. It’s not about mimicking, it’s about having a person know, like, and trust you and making sure that you’re somebody like them. So mirror and match. And also in their tonality. If they’re a quiet speaker, then don’t yell over the top of them. If they’re a loud speaker, don’t whisper. So it’s about doing business with the people they like.
Bob: Again, matching tonality. One of the things Matthew from the linguistic program is they created a rapport pie and that’s where words, people is most communication is words and people don’t get it but words only represent 7% of rapport building.
Matthew: That’s right.
Bob: 23% then is your tonality, and what is it, 70% is your physiology. Our body speaks louder than words that’s why it’s so important for facial gestures, the way people stand, look at them. It’s mirror and matching, it’s being like them because people like people who remind them of themselves. So we have to make sure we don’t mimic and make fun of it or anything like that. And they’re special techniques there. Go ahead Matthew.
Matthew: So look, as we go through it, I’ve already mentioned opening questions and we’ve already mentioned in previous episodes the power and importance of listening. Switching on your ears and you know, your parents probably even said, two ears, one mouth, use them in the appropriate manner. So do that, listen to what the customer is saying and actually talk about what they’re talking about. Don’t’ just redirect the conversation back to where you want to go. And the last part, is the really important chapter to really understand is determine how they communicate. Are they a visual, are they an audio, are they kinaesthetic person?
Matthew: Visual people will say -how to pick up a visual person very quickly is they might look up to the right trying to access the future and they might say, Well I don’t see how that works. So they use words that reference their ‘visually’ how the world works. An audio person might say, So I’m not really hearing you, tell me more about that.
Bob: Words are very important to auditory people.
Bob: They’ll be the ones to read the fine print in the agreement.
Matthew: That’s exactly right and so kinaesthetic people are feeling. How do you feel? So when you pick up somebody saying Oh, how do you feel about that? And they actually start engaging with their question, you can uncover that they are a kinaesthetic person. Go ahead.
Bob: I was just going to say Matthew, by the way, in the book Velocity Selling and even on our online sales training program we provide a little – and we can provide a to our listeners here – is the questions how to determine what your predominate sense is- whether you’re visual, kinaesthetic, or auditory. Because you know what you are and you got a major one and a secondary one, you’re third one is where you are weak but at least you can understand it better. It can help you become a better communicator with your buyers.
Matthew: Absolutely Bob. Look, I’ll provide that download for people also. Hey guys look, rapport is – we’ve taken a bit of time on this one. Rapport is super important to get right simply because if the person knows, likes, and trusts, you’re they type of person they want to do business with, then you’re going to be in a much better position than if you move through the step. Now let me be really clear, as we go through the eight steps of the buyer focused Velocity Selling System, these are steps. We can’t miss a rung on the ladder, we can’t miss a step in this process. Because if you haven’t got rapport, you can’t ask the questions that are coming up next and we really want to start uncovering their real needs. So Bob, I’m going to leave it there if that’s ok with you and we’ll come back next week and talk about the next step.
Bob: I just want to add one thing. Matthew, when do you know if you have rapport?
Matthew: Well, you know you have rapport when the person won’t stop talking.
Bob: Exactly. And that’s where you want to get them to, to the point where they’re so comfortable talking with you that they’re talking openly and freely you know then that you’ve got rapport. Then you can move on to step two, setting the parameters which will be next week’s episode. Thanks for contacting us again today Matthew, congratulations and thank you for doing all that work in my absence, I look forward to seeing you next week.
Matthew: Fantastic Bob. Bye for now.