This building rapport technique requires you to listen for your customer’s language patterns. This is a challenging skill to acquire but if you can start to be aware of your own communication style and that of others, you will quickly become a great rapport builder. When we use our customer’s preferred language style, we become like them, and we all know that people buy from people they know like and trust.
We communicate in 3 ways but we generally have a preference for one or a combination of 2 of the following ways.
1. Building Rapport Technique with Auditory People
These people communicate through their ears. They use language like “I hear what you are saying”, “Tell me more about it”, “Explain to me how it works”, “It sounds good”, “That rings a bell”, “I hear what you are saying”.
2. Building Rapport Technique with Visual People
These people communicate through their eyes. They use language like “I see what you mean”, “Can you show me how to do that”, “It looks like I will be going ahead with that appointment” , “I see what you mean”.
3. Building Rapport Technique with Kinaesthetic People
These people communicate through their feelings. They use language like, “I get the feeling this is not the right product for us”, “I would have to experience it to get to grips with what it is about”, “I need to grasp the concept”, “How do you feel about that?”.
When you listen for the language the customer is using, it is important to be responding in the same language. For example , if you pick someone’s language as being auditory, you would not have much success telling him you “See what he means”, You would need to say “I understand what you are saying”. In the same way, you would not have much chance of him wanting to be sent a video about your services. You would offer to send an audio CD.
If you were selling a car to a kinaesthetic person, you would not talk about how the car looks or sounds. You would predominantly use kinaesthetic words to describe the feel of the car. You could talk about the velour seats creating an ambience of luxury, the smooth acceleration, the one touch buttons for the stereo, the feel of the car.
First of all it is important to recognise what your predominant style of communication is. Listen for your own language. It is easy to sell in your own language but much more challenging to change your language to someone else’s style. I suggest you practise on your family and friends before your practise on the customers!
A good exercise would be to write down a description of your product or service in auditory, kinaesthetic and visual terms so you have it ready by the phone at all times.
Sometimes on a quick telemarketing call , there is not enough time to pick up on the customer’s language. In this case it would be important to make sure you describe your product or service by including all the communication modalities so you do not miss anyone out. For example, if you were selling a house, you could describe it like this: “The house overlooks the golf course (visual) and you can actually hear the river flowing past (auditory). You get the feeling you are in the middle of the countryside. (kinaesthetic)“
When you do not include the auditory people, they will stop listening and tune out.
When you do not include the kinaesthetic people, they will feel frustrated
When you don’t include the visual people, they will show their irritation by putting the phone down on you.
If there is someone in your life that you do not get on with as well as others, it could be just because your preferred communication is not theirs and neither of you are adapting.
Take the story of 2 girlfriends
One says to the other “I don’t think my husband loves me anymore“.
“That’s ridiculous”, says the friend, “I saw him bring you flowers the other day (visual) and I saw him give you a hug” (kinaesthetic). “So what is the problem?”.
“Well”, says the first girl “He never tells me he loves me”.
Her preferred communication style was therefore auditory.
To find out more about this topic you can find it in my book “Don’t Get Hung Up! How To Sell Products and Services by Phone.”