rapport building presentation including introduction, basics of rapport building, customer's needs, components, importance, advantages, barriers, 4 A's, conclusion.

1. By Aayushi
Sugandha
Geetanjali
Of
B.Voc. TDD – 3rd year
(Dayalbagh Education Institute,
DEEMED university, Agra)
Contact – dei.geetanjalikaushik2015@gmail.com
RAPPORT
BUILDING

2. • Dictionary (Oxford American)
defines rapport has a harmonious
and understanding relationship
between people.
What is Rapport?

4. • Rapport is a state of harmonious understanding with
another individual or group that enables greater and easier
communication.
• In other words rapport is getting on well with another
person, or group of people, by having things in common;
this makes the communication process easier and usually
more effective.

5. Developing a relationship built on
trust.
Rapport

6. • Any representative of our business will need to maintain a
professional attitude to their job - especially if it is customer-
facing. It's up to each and every one to make customers feel
welcome.
• The skills involved in building ordinary relationships and
establishing contact and rapport with customers are basically the
same. Customer-facing people need to be comfortable using these
skills in order to do their job well.

7. • The art of customer service is making people feel special.
• Making people feel special is one of the essential elements in
forming good customer relationships.
• You can show that you think a customer is worth your time and
attention in many ways. It is this ability to show that you feel this
- and not just say it - that makes good customer relationships.

8. RapportBe honest
Be
professional
Be positive
Be polite
Be specific

9. • They need to feel welcome.
• They need to feel comfortable.
• They need to be understood.
• They need assistance.
• They need to feel important.
Customer’s needs:

10. • They need to be recognized.
• They need to be treated with respect.
• They need to be listened to.
• They need prompt service.
• They need to trust you.
• Think about these when you are next dealing with a
customer.

11. When meeting somebody for the first time some simple tips will help
you reduce the tension in the situation enabling both parties to feel
more relaxed and thus communicate more effectively:
• Use non-threatening and ‘safe topics’ for initial small talk,
• Listen to what the other person is saying and look for shared experiences
or circumstances,
• Try to inject an element of humor,
• Show some empathy.
Break The Ice

12. • Be conscious of your body language and other non-verbal signals
you are sending.

14. If the customer is:
Rapport
Angry ASSURING/CONCERNED
Friendly CHEERFUL
Natural or Calm NATURAL/CALM
Burdened or Stressed SYMPATHETIC
Happy HAPPY

15. • “Building rapport is a critical component of successful
client-seller relationships, as this process promotes open
communication, develops trust, and fosters the client’s
desire to participate in an exercise program”
Importance

16. • Understanding your clients and what they want to
achieve is your key to success. Without this understanding
and trust, the client-seller relationship cannot flourish. As
clients share more information about who they are—likes,
dislikes, fears, and goals—you can better understand how
they function and how to best interact with them.

17. • It’s all about communicating
effectively in your life to
strengthen your connection
with people and ensure you
are understood.

18. • People like themselves, that is basic human nature.
People are also more receptive towards others who are
similar to them or have similar backgrounds to them.
Once you have rapport with someone, there is a mutual
liking and trust.
Advantages

19. • The benefits to building rapport with someone is that they
will be much more likely to want to do business with you,
share information, recommend you to others and support
your ideas. Improved sales, productivity and teamwork
can all result from building rapport with colleagues and
clients.

20. • The absence of rapport is telling your subject’s mind that
you’re a person that they can’t trust yet.
• The problem with this is – without trust, there’s no way
to push forward.
• It’s your job to make your subject feel safe so you can
quickly get down to doing what you do best.
Barriers to rapport building

21. By using the 4 A’s formula.
 Assure
 Acknowledge
 Affirm
 Appreciate
Rapport

22. ASSURE: I assure you we can solve this
Everyone likes to know you can help them.
ACKNOWLEDGE: I can help you…
Note:
ALWAYS ACKNOWLEDGE THE CUSTOMER’S
OPENING STATEMENT

23.  AFFIRM: That is a great choice!
AFFIRMING ON THE PERSONAL LEVEL CAN BE A
COMPLIMENT
SUCH AS “I LIKE YOUR SENSE OF HUMOR.”
 APPRECIATE: Thank You for your
patience…or I appreciate your patience, thank
you!

24. • Rapport is crucial for any deal.
Conclusion

25. THANKYOU