Rapport Building

Value

Value: means the quality (positive or negative) that renders something desirable or valuable; Eg : The excellent service provided by the hotel adds on to the value it provides to its customers".

How Is Value Created

Value is created every time a person is made to feel welcome, important and special. Value is created when the person is able to deal with the firm in a more convenient way.

How Can YOU Value A Person

Greet others with a smile and a pleasant phrase and an offer to help. Use names, whenever possible. We all like to be treated as individuals.

How Can YOU Value A Person

Give others full attention. Show interest in

their needs. Do not appear irritated or in a hurry.

Accept praise graciously.

How Can YOU Value A Person

Use positive, enthusiastic, helpful language. May I help you with anything else?

Offer more than what is requested. Delight others with follow-up to ensure satisfaction.

How Can YOU Value A Person

Complimenting them

Being courteous
Making them feel special Provide them that extra bit

Valuing Phrases

You have a valid point How do you think we could do it better? May I place you on hold while I access your account? We value your time.

Valuing Phrases

Your concern is our concern. Thank you for bringing this issue to our attention. I appreciate your patience while I process your request.

Rapport

A relation of mutual understanding or trust and agreement between people.

Rapport also means making a connection establishing a relationship.

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Ways To Building Rapport

1. Keep a YOU focus-Most humans love to talk about themselves. 2. Listen well and ask relevant questions. 3. Speak the same language as the other person. 4. Use persons name during the conversation (at least 3-4 times). 5. Use words like we, our, us.

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Rapport Can Also Be Built by

Accessing account information

Using
Information provided by the Person.

Subtle clues provided by the Person.

Asking questions

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Use Valuing Behaviour to Build Rapport

Show that you are glad to help. Greet others pleasantly and offer to help. Give others full attention. Listen attentively. Give others your name. Use names when possible.

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Use Valuing Behaviour to Build Rapport

Use positive, enthusiastic, helpful language. Show appreciation Offer options and explain them clearly. Clarify expectations and offer them time frames. Delight others

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Examples

Customer: I need to add a setup at my store; we have

been so busy lately!

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Appropriate Responses

Great! That must be pretty exciting! Congratulations on such a booming business! Thats great! What kind of business are you in?

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Examples

Customer: Can you help me with another mobile connection. Ive just got married & I need this mobile for my wife!

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Appropriate Responses

Congratulations on your wedding!

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Examples

Customer: I am working from home today and need to send some reports. I am not feeling well at all and the net connection is not working.

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Appropriate Responses

What is the matter maam/Sir? I understand and will send a technician across immediately. I hope you get better soon..

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Accentuating The Positive

Conveying a can do attitude.

When we accentuate the positive, our customers dont resist our attempts to move them from venting into problem solving.

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NEVER SAY I don't know. No. That's not my job.

DO SAY I will find out. What I can do is This is who can help you...

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NEVER SAY

DO SAY

That's not my fault.

You want it by when?

Let's see what we can do about this.

I will try my best.

Call me back.

I will call you back.

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NEVER SAY We can't do that. can You'll have to

DO SAY Let's see what I do. Here's how we can help you.

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Probing

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Probing
Probing is the skill of questioning to obtain

information.
Probing is to uncover details, needs & facts.

Changes track in a
discussion Makes the other person think
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Probes

There are two types of Probes:

Open Closed

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Open Probes
A question or, statement that encourages the person to speak freely about a topic of his choice or stimulates the

person to expand on something already stated.

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Examples of Open Probe

What did you have in your mind when you bought this TV? Can you give me the details of your organization structure? What are the problems you are facing with our

equipment?

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Closed Probes

A question that steers the conversation to a specific topic of your choice and limits the other persons response. (Sometimes to short one or two word answers.)

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Examples of Closed Probes

How long have you been living here?
Who is your boss? Do you have a Purchase Department in your company? Are you incurring a high cost in the maintenance of our equipment?

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Exercise

Identify each of the following probes as Open (O) or Closed (C) : What type of work do you have in your Office?

Did you think of buying a TV earlier also?

How many management books do you have ?

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Open Probes

Open Probes can be very effective in the initial stages of a conversation, as they help you get information, build a rapport and identify needs (By allowing people to talk).

E.g.
Customer: I dont know if you have told me everything about that .... is a strong signal for the sales professional to ask,
What else would you like to know?

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Closed Probes

Closed Probes are necessary when: A person is abrupt and open probes are not working. You want to take the conversation in a particular direction with a person who talks a lot and generally off the point. A person is unresponsive. Such probes are effective in the closing stages

of the conversation, as they help you get

agreement on key points.
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Negotiation Skills and Strategies

What is Negotiation ?

Negotiation is a process in which two or more parties exchange goods/ services and attempt to agree upon the exchange rate for them.

Let's Analyze

Situation Analysis.

Critical Elements of Negotiation

Time

Information

Power

Let's Analyze

Let us analyze the 3 Critical Elements in the situation.

Possible Outcomes of Negotiation

1. Lose/ Lose 2. Win/Lose or Lose/ Win 3. Win/Win

Bargaining & Negotiation

Let's analyze

Let's go back to the situation and analyze the perspective of factors in the given situation.

Your negotiating counterparts

The Shark 'Sharks are the one with the sharp teeth who are blinded by the attitude that there must be a winner and loser in every negotiation.'

Your negotiating counterparts

The Carp
'They walk into a negotiation feeling they can not win. Believing this, they focus their efforts on not losing they currently have.'

Your negotiating counterparts

The Dolphin 'In negotiation, the dolphin has the ability to emerge the winner successfully.'

Key Characteristics of Dolphins

1. They play an infinite rather than a finite game. 2. They avoid unnecessary conflict. 3. They respond promptly to a 'mean' move by retaliating properly. 4. While quick to retaliate, dolphins are also quick to forgive.

Ten Steps to Successful Negotiation

Recognize that every thing in life is negotiable! Go for Win/Win outcomes. Aim High! Have sound strategies and tactics.

Plan ahead and research well.

Ten Steps to Successful Negotiation

Listen more than you speak. When you do speak, ask 'GREAT QUESTIONS' Learn to read effectively non-verbal communication. Learn to identify your three negotiation counterparts. In most negotiations, you will have the ability to walk away.