Building Rapport & Winning the Business

Module 1 — Building Rapport

Objectives: Identify ways to build trust; create and maintain strong first impressions. The Trust Equation

• • Credibility, Reliability, Intimacy ↓ Self Orientation.
  • Debrief: What behaviors raise each factor? What reduces self orientation?
• First Impressions
  
  • Listening first; confident, warm tone; respectful, empathetic written follow ups; set/meet expectations.
• Rapport Tactics
  
  • Personalize (use names); reference specifics (industry, goals); lead with value/outcomes; ask insightful questions; find common ground; match/mirror appropriately.
• Role Play (Scenario 1: Building Rapport)
  
  • 1–2 minutes to demonstrate rapid rapport with a new prospect; observer gives one “strength” and one “do differently.”

Module 2 — Understanding Customers

Objectives: Understand customer perceptions/motivations; adapt to personal needs 

• Customer Motivators
  
  • Value, Availability, Quality, Relationship, Expertise—what cues reveal each; how to respond. Group exercise: two motivator breakouts
• Personal Needs Wheel
  
  • Profiles (Achiever/Success; Contributor/Acceptance; Logical Thinker/Structure; Evaluator/Caution; Expert/Attention; Director/Control).
  • Breakouts: “3–4 best practices to communicate with your assigned need; what not to do.”
• Application to Your Own Customer
  
  • Reflect on a recent (possibly challenging) interaction; identify motivators and top two needs; redesign your approach for a better outcome.

Module 3 — Using Communication Skills Effectively

Objectives: Use assertive techniques; strengthen listening; improve questioning; practice empathy.

• Agressive vs Passive vs Assertive
  
  • Assertive body language & tone checklist (posture, eye contact, gestures, pace, volume, pitch). Practice in triads.
• Signals that Carry Meaning
  
  • Explore verbal, para verbal, and non verbal channels (discuss typical “7 38 55” interpretation and its limits in context).
• Listening: 10 Habits
  
  • From valuing the interaction and maintaining eye contact to clarifying, note taking, and confirming understanding. Self assessment: Always / Sometimes / Need More.
• Questioning Skills
  
  • Open vs closed questions (reframing drill); “turn statements into probes” exercise.
  • LISTEN Framework
    
    • Learn the situation → Identify the issue → Surface the impact → Target the priority → Explore options → Next steps; sample prompts and partner practice.
• Emotional Intelligence & Empathy
  
  • Triggers and self regulation (six second pause; time out; breathing/visualization; reframing self talk).
  • De escalation signals (phone/email); language to avoid (“always/never,” “should/shouldn’t”).
• mpathy formula: “Sounds like you’re [feeling] about/because [fact]. Pause and listen.” Practice with scenarios

Module 4 — Dealing with Pushback/Objections

Objectives: Increase confidence with objections; follow a simple handling sequence Method:

• • Listen (no interruptions) → Empathize/Acknowledge → Clarify (“What’s behind that?”) → Respond (calm, factual) → Navigate Options → Agree Next Steps (“Does that address your concern?”).
• Common Objections
  
  • “Fees seem high,” “Happy with current provider,” “Need to think about it,” “Now’s not a good time”—model answers and transitions.
• Triad Scenario
  
  • Client: “This feels like more than we need.” Run 2–3 minute conversations; observers provide behavioral feedback.

Module 5 — Next Steps & Integration

Objectives: Integrate skills and lock in behavior change. Final Considerations

• • Techniques to ensure alignment at the end of a customer interaction (clear recap, confirm decisions, next steps, ownership, timing).
• “The Scenario”
  
  • Customer: “Our system has been running slower lately…” Rep must ask 4–6 questions before offering solutions; use plain language; optional “customer details” on request; observer rubric provided.
• Reflection & Commitments
  
  • “What was most helpful? Your single biggest takeaway to enhance relationships?” Capture 1–2 commitments per participant