How to build rapport with a client over the phone

Building rapport with a client is essential to successfully closing the deal. However, rapport is difficult to build on the phone, because you can't use some of the tools available in personal, face-to-face meetings. Here are the best tips on how to build rapport with a client when selling over the phone.

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Smile

According to CallCentreHelper, this is the easiest way of engaging the client. You can't see a smile over the phone, but it can be heard. If you smile when you call, people will notice and subconsciously trust you more.

Show that you're listening

If you listen actively to a client, even the small nuances in their voice tell you a lot about what the customer is thinking. It's also important to show the client verbally that you're listening. Use appropriate words to react to what the customer is saying.

Don't be afraid to step away from the script

Phone scripts are a great tool for closing the deal. In order to build rapport, you must be able to go off script, talk informally and adjust to whatever the client wants to talk about.

Mirror the communication style of the client

A great psychological trick to build rapport with the person you're calling is to communicate in the same way as the person on the other end of the telephone. Use the same expressions, the same pace, adjust to whether the customer talks quickly and effectively, or poetically and with a rich vocabulary. The more your communication style matches that of the client, the better your outlook for building rapport.

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Article source Call Centre Helper - British weekly online call centre magazine
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