You’re Building Rapport All Wrong (Do This Instead!)

Summary

In this video, Jeremy Miner outlines key strategies to build rapport and succeed as a top 1% salesperson. He emphasizes the importance of tonality, explaining that how you say something conveys more about your intentions than what you say. He also highlights reframing questions to avoid predictability and encourage deeper responses from prospects. Additionally, Miner advises using neutral language in the early stages of a conversation to avoid making presumptions, allowing the prospect to feel more comfortable. These techniques aim to enhance trust and credibility, ultimately driving more successful sales.

Takeaways

• 😀 Rapport is built on trust, not likability. People buy from those they trust can deliver results, not just from people they like.
• 😀 Your tone of voice is the most crucial aspect of rapport-building. It conveys the intent behind what you're saying and how the prospect perceives you.
• 😀 A concerned tone is essential when addressing sensitive topics. For example, showing empathy when discussing personal loss builds stronger rapport.
• 😀 Body language plays a vital role in influencing your tone. Even on the phone, gestures like placing your hand on your chest can signal empathy.
• 😀 Avoid predictable questions that every salesperson asks, as they lead to shallow responses. Instead, reframe your questions to challenge the prospect.
• 😀 Reframing questions helps break the prospect’s mental pattern, making them think deeper and reveal more valuable information.
• 😀 Ask open-ended questions that lead to exploration, such as asking why a prospect is considering changing providers or solutions.
• 😀 Neutral language is important, especially early in the conversation. It helps avoid sounding too assumptive, which could create resistance from the prospect.
• 😀 Using words like 'possibly,' 'might,' or 'maybe' allows you to remain neutral and unbiased, making the prospect feel less pressured.
• 😀 The goal is to build trust gradually by using the right language, tone, and questions, not to rush into assuming the sale too early in the conversation.

Q & A

What is the primary difference between building rapport based on being liked versus being trusted?

The primary difference is that rapport is built on trust, not on being liked. People buy from those they trust to deliver the best results, not just from those they like.

How does tonality impact rapport-building in sales?

Tonality is crucial because it shapes how the prospect interprets your intention. A well-placed tone conveys empathy and concern, which helps build rapport, whereas a flat or indifferent tone can make the prospect feel like you don't care.

Can you provide an example of using tone effectively when dealing with a sensitive subject?

For instance, if a prospect mentions a personal loss like a family member passing away, responding with a concerned tone such as, 'Oh, what actually happened? You sound so young. Your brother must have been young. What happened?' demonstrates empathy and builds rapport, unlike a casual or indifferent response.

Why is asking predictable questions a problem in sales?

Predictable questions, like asking about common problems or challenges, lead to predictable responses, and the prospect may only give vague, surface-level answers. These questions don't create engagement or encourage the prospect to open up about their deeper needs.

How can you reframe a predictable question to make it more engaging?

By reframing the question to challenge the prospect's current situation or assumptions, you can provoke deeper reflection. For example, instead of asking, 'What problems do you have with your current marketing agency?', ask, 'What made you decide to look for another marketing agency after five years with your current one?'

What is the role of neutral language in sales conversations?

Neutral language helps avoid assuming the sale too early. By using words like 'possibly' or 'might,' you avoid being pushy and allow the prospect to feel more comfortable, which helps build trust and lowers their defenses.

How does using neutral language affect the prospect's behavior?

Using neutral language causes the prospect to lower their guard because they don't feel pressured into making a decision immediately. It creates a more relaxed atmosphere where they are more likely to engage and share more about their needs.

Why should you avoid assuming the sale early in the conversation?

Assuming the sale too early can make prospects feel rushed or pressured, especially those who are independent or have a strong personality. It can lead to resistance or the prospect backing away, as they haven't yet built enough trust in you.

What is the importance of skill in sales, according to the script?

The script emphasizes that the skill level of a salesperson is the primary factor determining how much money they can make. A higher skill level translates to better sales performance, which is why continuous learning and improving sales techniques are essential.

What is the main takeaway from the training video for salespeople?

The main takeaway is that to be a top salesperson, you must master three things: using the right tone to convey your intentions, reframing predictable questions to engage prospects, and using neutral language to avoid assuming the sale too early, all while continuously improving your skills.