Edifice rapport with customers means directly meeting the client. Advertising builds word-of-mouth brand recognition & identity and can be considered the driving force behind sales but rapport means building a relationship.
To direct the conversation your way takes respect, humor, knowledge and charisma. One of the classic works of building customer rapport is How to Win Friends and Influence People
Talking to a client may not bring any instantaneous benefits, but there could always be future uses of the information you gain. There is a great value for giving time and attention to a client that leads to greater rapport or a greater chance of sales.
The important thing is to be careful what you say and how you say it.
Create a positive impression with body language.
Match your speech pattern to your customer's.
Build trust with a confident tone.
Avoid a condescending, haughty, impatient, or irritated tone.
Inject energy and enthusiasm into your interaction.
Use the customer's name to personalize service.
Be informal without being overly familiar.
Choose positive or neutral words.
Frame the positive approach.
Be clear and specific.
Once you have developed trust and rapport you’ve actually got the hard part behind you and you’re probably going to make a sale.
The bottom line here is that people want to do business with salespeople that they relate to and that they feel understand their needs. Defy and importance of developing trust and rapport will escalate in direct relationship to the price of your product or service.
Act professionally while it may seem unfair, we are judged on our appearance. Research indicates that people form a lasting impression of us within the first five minutes.
Become an active listener. Keep attention focused on prospect and avoid temptation to interrupt and dominate the conversation. The shortest way to annihilate trust and rapport is to interrupt another person while they are speaking.
You have to be careful not to be too obvious when you are consciously matching someone because it will be perceived as manipulative if you don’t do it naturally.
Efficient listeners notice all aspects of communication and are aware of voice tone, facial expression, repetitive movements, and muscle tension. By understanding your prospect’s body language you will minimize perceived sales pressure and know when it is appropriate to close the sale.