1. Rapport
 Define Rapport
 Identify ways build
Rapport
 Use sensory language
 Use the 4 A’s
 Practice Rapport
behaviors

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

3. Rapport
Often times we hear terms like being
“in Sync”-“in tune”.
Developing a relationship built on
trust.

4. Rapport
Rapport is also defined as providing
assurance and acknowledging a customer.
Having a “harmonious relationship” with
another person; feeling a connection!
That is being in rapport.

5. Rapport
Why is this important to us as Advantage
Agents?
Customer Loyalty Repeat Business
Increased Revenues Job Security
Opportunities Growth

6. Rapport
Establishing Rapport (Trust) sets
a positive impression (tone) for
the rest of the contact….
Let us talk about our tone-

7. Ways To Establish
“Instant” Rapport:
People often decide right away if they want to do
business with you. The first few seconds of the
contact are critical. Present yourself as:
Positive
Professional
Personable

8. Rapport
Voice or Tone and Tempo:
One way is to match your
customers rate of speech.

9. Rapport
If the customer is:
Angry
Friendly
Natural or Calm
Burdened or Stressed
Frantic in a hurry
Happy

10. Rapport
If the customer is:
Angry ASSURING/CONCERNED
Friendly CHEERFUL
Natural or Calm NATURAL/CALM
Burdened or Stressed SYMPATHETIC
Frantic in a hurry ASSURING/CONCISE
Happy HAPPY

11. Rapport
Sensory language:
 VISUAL: I SEE WHAT YOU MEAN…. : BRIGHT IDEA……….. : SHOW
ME HOW…. : IT‟S NOT CLEAR YET…….: I DON‟T SEE…
 AUDITORY: I HEAR THAT….. : SOUNDS GOOD….. : TELL ME
AGAIN….. : IT JUST CLICKED…… : YES-IT RINGS A BELL
 KINESTHETIC : IT FEELS RIGHT….: I„VE GOT A ROUGH IDEA…. I
CAN HANDLE THAT………. : WONDERFUL NEWS…. : GREAT….
FANTASTIC………….

12. Rapport
The Easy Rapport Step here is -
USE the same/similar KEY
words -The customers use.
This way we are using the same speak!
Technique is called Mirroring…

13. Rapport
Shows we are Listening: In all we
do, the skill of listening is so
important.
When we hear what a customer is
saying we‟re saying, “I value you.”
and “I am paying attention to you”.

14. Rapport
Spend 80% of the time listening and
20% talking.
Takes interest by listening, take
notes. Give feedback to show you‟re
listening.

15. Rapport
By learning and using the 4 A‟s
formula.
 Assure
 Acknowledge
 Affirm
 Appreciate

16. Rapport
 Assure
 Acknowledge
 Affirm
 Appreciate

17. Rapport
 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

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

19. 4 A’s recap..
 Assure
 Acknowledge
 Affirm
 Appreciate

20. Rapport
 Defined Rapport
 Identified ways build Rapport
 Use sensory language
 Use the 4 A’s
 Practice new Rapport
behaviors