Build business relationships that develop loyal, repeat customers and quality referrals.

2. “Rapport?
You mean like,
'You run as fast as you can,
and I'll throw it as far as I can?'”
Jeff Kemp
[When asked about his rapport
with wide receiver Jerry Rice.]
407.947.2590
joe@PiciandPici.com
dawn@PiciandPici.com
www.PiciandPici.com
1

3. Joe And d Aw n P i c i Joe And d Aw n P i c i
A MessAge froM Joe And d Aw n : have had the honor and responsibility of sharing
this methodology as speakers, trainers and coaches
We have been in the communication training for hundreds of thousands of individuals world
industry for over twenty years. Powerful, effective wide. At Pici & Pici Inc., we have created results
individuals understand that communication and driven training programs that assist individuals
people skills are the cornerstones to success in and organizations in accomplishing more through
business. Unfortunately, as our world becomes more Rapport MasterySM. Our Rapport MasterySM sales
technology focused, these essential skills are being training is an extremely strong skill builder, which is
left behind causing many companies to wonder straightforward and easy to apply. Included during
why they are struggling to obtain and secure more the instruction is live telephone training with your
business. The purpose of this booklet is to empower prospective customers. Participants gain success
you with the secrets that top performers understand through immediate application.
and apply. These secrets are embodied within
Rapport MasterySM. Within the systematic approach to rapport building
are the hidden secrets to increasing business
Rapport is the deepest relationship that can be with new clients as well as cultivating long term
attained in the business process. In todayʼs tight loyalty with present clients. The ultimate goal of
markets, businesses compete to expand their this methodology is to forge relationships with
customer base while encouraging loyal, repeat individuals causing them to trust you/like you and,
business from existing clients. Many businesses as a result, desire to do business with you!
attempt to woo customers with special offers, new
features, free shipping and countess other benefits. We hope you will enjoy and start applying the
Contrary to this practice, our research shows that skills associated with Rapport MasterySM and
85% of your client base will give you loyal, repeat that our booklet will raise your awareness and
business if they begin trusting and liking the understanding about the value of strengthening the
individual who represents your company. This is the relationships between you and every individual you
essence of rapport. contact.
We have invested enormous effort in understanding
the complex subject of customer relations. Our work
resulted in the construction of a methodology used
Joe & Dawn
to understand behaviors and how they reveal the Joe and dawn Pici
needs of those with whom we communicate. We
2 3

4. testiMoniAls testiMoniAls
“Joe, your approach to the phone has been a tremendous “Fantastic! I cannot say enough - has a wonderful gift for
success for our team. I have invested heavily in sales training sharing and teaching skills for sales. The information I
over the past 30 years yet never received the results that your acquired has been invaluable, not only in my ability to sell
system produced. The way you approached it and got 100% my self, but in my ability to help my clients. If you need to
buy in was the best Iʼve ever seen, an unbelievable approach.” learn, refresh or enhance your sales skills or team - this is the
man and the company to hire!”
dutch owens
Owner, Gem Supply Meredith Powel
December 6, 2008
“Your training helped our team prepare themselves to
understand whom they are calling on and how they should “I have witnessed and experienced Joe and his wife Dawn
deal with each customer based on their DISC profile. The best take a floundering business and incorporate their Rapport
part of the day came as we developed a “Value Proposition MasterySM and live phone call system to turn it into a major
Statement” for Ike as he is heading into uncharted waters. profit center. If you truly desire to improve results, increase
We have already used this statement in the field and it proved profits and your call conversion to 84%, then
to be effective. As you know I have been in this business for Joe and Dawn Pici are the only ones who can get you there.
a long time and I am glad I stuck around. Even an old pro I endorse and strongly recommend Pici & Pici Inc.
needs to be retooled every now and then.” to any business, especially in this economy.”
BriAn Bowen dArcy fritzke
Division Manager, Johnson & Johnson December 1, 2008
“Should you desire a message delivered to your group or “My sales paradigm was definitely challenged and expanded
organization that is remembered and put into practice then in ways that made such logical sense. The way in which Joe
you will need a speaker that understands the power and Dawn superimposed the human behavior factor
of the story mixed with marvelous humor. into the whole connecting process, and
Dawn Pici would be the intelligent choice.” ultimately the selling process was masterful.”
frAnk feAther hendrick schoeMAn
Author, Speaker, Futurist “The hands on approach with REAL prospects made me
money while I was in training.”
rich, coluMBus, oh
4 5

5. www.PiciAndPici.coM r A P P o rt M A s t e ry
w h At is r A P P o rt ?
Rapport is the deepest level of relationship between
two individuals in business which involves sharing
common ground and is established when harmony
and accord have been reached between both parties.
This does not mean the individuals involved agree
on every issue, it means they have attained a mutual
respect for each other's opinions.
w h At is R a p p o Rt M a s t e Ry sM ?
Rapport MasterySM is the possession of skills and
the genuine desire to develop relationships of
“The more solid your rapport mutual trust and emotional affinity. The operative
with your client base is, words here are genuine desire. There is no place in
the greater sustainability your business will have.” Rapport MasterySM for surface level ʻtricksʼ such as
mimicking behaviors for the sake of manipulating
dAwn Pici
unsuspecting people. Rapport MasterySM works
best when adopted as a life style. It is to be used as
a way of dealing with people and doing business
at all times, not merely to manipulate others with
surface techniques or to be saved until there is
a glaring problem. Rapport MasterySM involves
personal transparency as well as enthusiasm for the
success of others. Helping a client find a solution
to a problem or need may be involved in seeing
anotherʼs success become a reality.
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6. r A P P o rt M A s t e ry www.PiciAndPici.coM
how q u i c k ly c A n i exPect how do i k n o w t h At i h Av e r e A c h e d
t o At tA i n r A P P o rt w i t h s o M e o n e ? t h i s l e v e l o f r e l At i o n s h i P w i t h
Another individuAl?
If you browse the internet, you will find headlines
such as, “Create Rapport in Seconds!” Isnʼt it like Has anyone ever asked your opinion or advice?
the ʻmicrowave generationʼ to expect instant results Have you become someoneʼs trusted advisor, go-to-
that require little or no effort and guy, consultant or strategic partner?
time? Look again at the definition
of Rapport MasterySM. Can you List their names here:
actually trust or have deep affinity
for someone in a few seconds? ______________________________________
Although each of us naturally
ʻgelsʼ with a certain type of ______________________________________
individual, there is no way to
create this level of trust and
______________________________________
regard for another person ______________________________________
outside of the test of time.
Creating rapport is a step by ______________________________________
step process. The purpose of ______________________________________
this manual is to help you progress as
quickly as possible though the rapport building ______________________________________
process and to solidify your relationships with ______________________________________
even the most difficult individuals. More in depth
training is available during our Rapport MasterySM ______________________________________
for sales on site training for your company or
individuals may attend one of our SELL NAKED.... ______________________________________
SUCCESSFULLY! 3-day sales boot camps. ______________________________________
______________________________________
These are the individuals
with whom you have created rapport.
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7. r A P P o rt M A s t e ry www.PiciAndPici.coM
f r o M A d v e r s A ry to A d v o c At e
Rapport MasterySM involves changing the game
from being the adversary of your customer to
becoming their greatest advocate. An individual
who has acquired Rapport MasterySM is no longer
functioning in opposition to their customer, but is
on the customer's ʻsideʼ.
Consider this: The normal salesman-customer
relationship is an adversarial one. The customer
walks onto a lot to purchase a car. He/She
assumes the salesperson approaching them
with the big toothy grin is out to rip them
“When we coordinate our effort off, put them into a car they donʼt like at a
with the effort of others, price they cannot afford. The salesperson on
we create rapport and build the other hand is preoccupied with his/her
success for all involved.” own interests. He/She needs the sale to create
income and wants to get this done as quickly
Joe Pici
as possible to facilitate getting on to the next
customer. Each assumes they will be dickering
over the price, options available, etc.
Our best example of Rapport MasterySM was an
auto salesman by the name of Steve Kone. Steve was
the top producer at his dealership year after year.
Steve had created life-time clients who would travel
hundreds of miles to purchase from him personally.
How did he do this? Steve's deepest desire was his
customerʼs satisfaction. A successful sale was not
simply getting them into a unit, he wanted to get
his customers the best car at an acceptable price. We
all knew we could trust Steve to find us a great car
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8. r A P P o rt M A s t e ry www.PiciAndPici.coM
and that he would make it an enjoyable experience. PRIORITY
He was an amiable individual and we all regarded
As with pace, individuals will have different
him as our friend. Steve was looking out for our best
priorities which refer to their perspective or
interests. He was our advocate.
the most important consideration as they view
Reflect on the example of Steve the car salesman their world. Individuals tend to be either Task/
and his life-time customers. Steveʼs Rapport Process oriented, which means they are more
MasterySM created a solid client base which resulted focused on doing things, or People/Affinity
in consistent profitability. Rapport MasterySM is the oriented, which means they place higher
essential key when influencing and leading others. importance on establishing relationships.
is there one Method Individuals make a connection based on pace,
f o r e s tA B l i s h i n g r A P P o rt ? they decide to do business based on priority.
No. Rapport MasterySM is not a ʻcookie cutterʼ how do i Begin the Process of
approach to connecting with people. Because every e s tA B l i s h i n g r A P P o rt ?
individual is unique, Rapport MasterySM requires an
understanding of human behavior. To simplify this The road to rapport begins at the first contact by
process, you must become aware of two important matching the other individualʼs pace. A positive
elements in human interaction: pace and priority. connection is established by listening and observing
their rate of speech and volume and then adapting
PACE your communication style to match.
Generally speaking, some individuals tend to Note: Business is rarely done at this stage.
be more fast paced while others tend to be more
slow paced. Fast paced individuals tend to how do i Move the client through
speak, respond and decide quickly as opposed t h e r A P P o rt P r o c e s s A n d
to slower paced people who tend to be more Begin to do Business?
reflective when they speak and make decisions.
Once a positive connection has been established
Note: there is no ʻright or wrongʼ or
by matching pace, the road to rapport takes two
ʻbetter or bestʼ here.
different paths based upon priority.
12 13

9. r A P P o rt M A s t e ry www.PiciAndPici.coM
Task Oriented: Priorities include plans, individual they will then move forward into affinity.
procedures, processes, and doing things. They will do business once they trust you. Only
after they trust you will they like you.
The next step toward rapport when dealing with
a task oriented individual is establishing trust.
Because this behavior style views the world from a People Oriented: Priorities include
task perspective, task completion is imperative for friendship, caring, and interacting with others.
constructing trust. The road to rapport takes a different path with
the people oriented individual. After a positive
Trust initiating DOʼS connection has been made by matching pace, this
behavior style must like you in order to do business
• DO be early for appointments with you.
• DO return phone calls promptly
Affinity building DOʼS
• DO get down to business quickly and • DO be kind and patient
focus on logical results
• DO let them talk and tell humorous
Trust breaking DONʼTS stories
• DONʼT over promise and under • DO smile and be fun
deliver
Affinity breaking DONʼTS
• DONʼT interrupt meetings by checking
phone messages or taking calls • DONʼT push for the sale or bully
• DONʼT be emotional or ask them how • DONʼT get right down to business -
they ʻfeelʼ make it a social call first
Remember, rapport is established with all types of • DONʼT be harsh or rude with others
individuals when they both trust AND like you. while with them
Once trust is established with the task oriented
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10. r A P P o rt M A s t e ry sellnAkedsysteM.coM
Business will take place if they like you. Once affinity What suggestions do you have for your next
is established, then they will move on to trust you. encounter with each one
Trust and affinity comprise the foundation of Name suggestioNs
Rapport MasterySM. This foundation influences
every relationship, business or otherwise. Your focus
on encouraging and maintaining the trust/affinity
balance with all individuals will dictate your success.
Points to Ponder
List 3 clients and indicate their PACE
(fast or slow) and Priority (Task or People):
Name paCe priority
Fast Slow Task People
We hope your introduction to
Fast Slow Task People Rapport MasterySM
will begin to empower your communication
and improve your bottom line!
Fast Slow Task People
Is there room for improvement in communicating
with them at their pace and according to their
priority?
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11. r A P P o rt M A s t e ry P i c i & P i c i s e rv i c e o f f e r i n g s
shoot fewer shots…
h i t M o r e tA r g e t s !
Rapport Mastery SM
for Sales–
On-site and on target for your needs, Pici & Pici Inc.
has been in the business of creating business for
What a magnificent job you have done in putting together over 20 years. They provide:
your sales training program and the incredibly effective
method of transmitting your knowledge to us. v A choice of our customized, Results Driven Sales
You presented clear and effective hands on Training Systems.
strategies to commence the sales process. v Assessments that deliver targeted, relevant
The Value Proposition approach and training for each participant.
live phone training were unique and amazingly effective. The v Live, on-site application of material.
bottom line was that I left with quantifiable results. v Unmatched implementation and reinforcement
For anyone or any business considering your training programs.
programs, I would give a resounding affirmative
v Effective, experienced trainers
to encourage them to move forward with Pici & Pici.
They will get the best training v Your sales professionals will be personally coached
theyʼve ever experienced to make REAL sales prospecting calls DURING the
and it will absolutely improve their business.” training. These calls usually generate more new
business than most organization’s have produced
stePhen rosner in months, thereby insuring your ROI!
v Results Driven Sales Training works to eliminate
the fear of prospecting in your sales force by
teaching the principles of sales training and
providing ONSITE APPLICATION of the material.
v We will train and assist your sales team in getting
appointments with key decision makers.
v Sales professionals will be IGNITED for LONG
TERM results.
18 19

12. www.PiciAndPici.coM P i c i & P i c i s e rv i c e o f f e r i n g s
Rapport MasterySM
for the Office
"50% of a manager's time is spent resolving people
problems related to trust and poor communication.”
“Dawn Pici is a dynamite presenter and corporate trainer.
US News and World Report, 2002
I have witnessed first-hand her high-energy, experiential,
interactive and informative training sessions, which have
benefited audiences worldwide over her 20-year career.
Dawn's work with companies internally to improve AccoMPlish More
communication can create a work environment that is far with the s tA f f y o u h Av e i n P l A c e !
more productive and way less stressful. Dawn's fast-paced
and entertaining seminars will keep you on your toes and in We help companies cut costs and increase
rapt attention. The take-aways are increased performance, productivity by minimizing stress in the work place
creative focus, and improved cooperation and team created by fragmented leadership teams who are
productivity in your workplace. If you or your company need struggling with communication issues and turf
a shot of adrenalin, you need Dawn Pici.” wars.
January 17, 2009
We specialize in conflict resolution.
frAnk feAther
future-Proof strAtegies, v Improve Operational Efficiency
President & owner, v Decrease Employee Turnover
glocAl MArketing consultAnts
v Boost Productivity
v Enhance Customer Loyalty
Pici & Pici Inc. will provide state of the art training,
on-site for your convenience
20 21

13. www.PiciAndPici.coM P i c i & P i c i s e rv i c e o f f e r i n g s
Sell Naked ....
Successfully!
3 d Ay s A l e s B o o t c A M P
The only sales seminar that PAYS FOR ITSELF!
Increase your earning power and gain immediate
results as Joe helps you book appointments with
Your prospects! The unique difference between this
sales training and others is application. The Sell
“Your training offered information to meet my Naked... Successfully System is designed to MAKE
needs for developing and growing my speaker business. money for you by giving you the opportunity to
The amount of details included during the days of training learn and apply these principles during training.
made the process understandable, logical
and gave me the ability to easily implement.” v Discover how to ʻreadʼ your prospects and
gain insight into their needs.
frAn fABBro v Power prospecting and lead generation at
ProfessionAl trAiner networking events.
v Create value propositions that get your foot
in the door.
v Get your voice and emails returned.
v A fool proof system to close even the most
skeptical buyer.
v Create customer loyalty and on going
referrals.
v Apply your skills during live telephone
contacting.
v AND MUCH MORE!
22 23

14. www.PiciAndPici.coM P i c i & P i c i s e rv i c e o f f e r i n g s
EXPOSE
YOURSELF!
3 Days that will EXPLODE Your Speaking Career!
Get to the GORILLA MONEY
of the speaking and Training Industry
I attended your BRILLIANT Expose Yourself Speaker FAST!
Training Course. Eight months later, my book sales A seminar for the serious career professional who
increased from 20,000 to 52,000 copies and my speaker is great on stage, but desires the skills to create a
income has increased TEN FOLD; 1000% from last year so secure income regardless of the market.
far.The information I received at your course was invaluable. NSA and Toastmasters Welcome!
However, the MASSIVE impact came from the belief and
confidence that I gained by attending & associating with the You will leave the sessions
two of you... Thank you !!! with clients ready to book you!
terry gognA v Break into the upper levels of speaker
ft.fHs. income!
International Speaker &
Author of the book, v Gain more bookings!
"How can I get myself to do what I need to do?"
v Acquire spin-off business!
v Empower your fee negotiation skills!
v Build your confidence on the phone with
prospective clients!
We help good speakers build BIG Businesses!
24 25

15. www.PiciAndPici.coM P i c i & P i c i s e rv i c e o f f e r i n g s
A cAreer in PuBlic sPeAking could Be TOTAL EXPOSURE
y o u r wAy t o A P o w e r f u l , n e w f u t u r e !
s e l l n A k e d s y s t e M ’ s 3-d Ay
s P e A k e r /t r A i n e r B o o t c A M P
For more information
about what Pici & Pici can
do you and/or your organization,
please call 407.947.2590 Especially designed for the aspiring speaker
or joe@PiciandPici.com who wants to take the next step.
M o r e s k i l l –M o r e M o n e y
M o r e i M PA c t –M o r e c o n f i d e n c e
In tough economic times you need a way
to get the most out of your career.
v Get to 6 figures Fast!
Sell Naked System It’s a shame I wasn’t
taught this stuff when I started my career. v Learn how to market yourself
It would have saved me years of aggravation, income economically - avoid rip-offs.
& time. I left the seminar with the greatest of clarity v Cut 5 years off your learning curve.
that I have ever experienced!”
v Price, Prospect, Protect and Promote
terry gognA yourself!
ProfessionAl sPeAker v Market yourself for LESS money.
v Contracts, Event Planning, Power
Negotiation,
v Much More!
26 27

16. Joe@PiciAndPici.coM Joe Pici
Meet Joe Pici Sell Naked in Person. Joe has expanded this
knowledge and coaching expertise into a
Bold, unshAkABle, focused comprehensive, turn-key system for success in sales
s A l e s s t r At e g i s t , e x e c u t i v e c o A c h , by the same name. The Rapport MasterySM for Sales
and Sell Naked…Successfully! sales boot camp are
Author, trAiner relentlessly on-target, packed with the culmination
Joe Pici is a strategist for top sales professionals of his years of experience in:
and coach specializing in results driven sales v Reaching decision makers and booking
training through Rapport MasterySM. Since 1992 appointments
he has functioned as a catalyst for sales teams and
individuals, helping them sharpen their skills for v Closing more sales
creating appointments and closing sales through
his live phone call workshops. Joe and Dawn have v Securing repeat business and customer
created a methodology for loyalty
results driven training programs
that assist individuals and v Empowered communication
organizations in accomplishing
more through Rapport v Creating focus and direction for on-
MasterySM.. Rapport going growth and productivity
MasterySM sales
training is an extremely “Joe Pici is the greatest speaker and trainer of our time.
strong skill builder His unique approach to sales and human behavior has
which is straightforward revolutionized todayʼs sales industry. His desire to educate
and easy to apply. and to see others succeed is only matched by the clarity of
COO and co-founder of purpose in his message and laser sharp focus.”
Pici & Pici Inc., Joe is
also co-author and the rico PenA, owner tsv live
intellectual resource
behind the books Sell
Naked on the Phone
and
28 29

17. d Aw n @ P i c i A n d P i c i . c o M dAwn Pici
M e e t d Aw n P i c i helping them to attract and retain valued volunteers.
Powerful and purposeful, Dawn knows the reality
viBrAnt, insightful, of stepping beyond in her own life, earning both
insPiring undergraduate and masters degrees. As a K through
B u s i n e s s s t r At e g i s t , t r A i n e r , collegiate instructor, Dawn mastered the skills
sPeAker, Author of communication and motivation. Her success
continued as she crossed over into the sales and
dAwn Pici is a business strategist specializing in marketing field. (Dawn was in the top 25% of
the area of Interaction Dynamics through Rapport volume producers nationally for 3 consecutive
MasterySM.. She has developed programs that quarters.)
will increase efficiency, encourage mutual respect “Dawn is Awesome. She was fantastic. The audience was
and improve communication in your team while engaged and had a great time while learning valuable tools
reducing conflict in the workplace. to help them be more successful. Her
v escalate sales innovative and energetic approach was
great and from the feedback we received from
v attract and retain valued employees the event, we will look to have her appear at
many future events. Dawn is very professional
v improve customer loyalty, and easy to work with. I highly recommend
her to any company looking for
v enhance team efficency training that is effective, engaging,
and cutting edge.”
Listen, laugh and learn with Dawn and enjoy her
signature keynotes or empowerment training toM fulMer
workshops. The techniques she imparts are simple
to understand and easy to apply. first Aid for
director of
Business suMMit octoBer 1, 2008
As co-author of the books Fueled by Greatness, Sell
Naked on the Phone, and Sell Naked in Person,
Dawn is also the intellectual resource behind
Rapport MasterySM. in the Office. Although best
known for her work with corporations, Dawn
works with faith based and non-profit organizations
30 31

18. P i c i & P i c i s e rv i c e o f f e r i n g s
P A rt i A l l i s t o f t i t l e s
Authored By
J o e A n d d Aw n P i c i
Sell Naked on the Phone
Sell Naked in Person
With Sell Naked On The Phone, and Sell Naked in
Person you will increase your closing ratios, improve
telephone/appointment conversions and create loyal,
repeat clients. More than a simple collection of tips
and techniques, these two books make up the Sell
Naked Sales System™. It is a repeatable, principle- “Rapport is a process.”
based, system approach to professional sales and Joe Pici
selling strategies. These books represent over 75 years
of combined experience, perspective, and wisdom
in the application of basic principles of human
behavior that you can draw from to become a highly
successful sales professional. Whether you are in
sales, customer service or simply want to improve
your communication skills, these books are full of
practical advice that you can use everyday.
Available at
www.piciandpici.com and
www.sellNakedsystem.com
32

19. 407.947.2590
joe@PiciandPici.com
dawn@PiciandPici.com
www.PiciandPici.com