Building Rapport with Customers

In the tasting room, building rapport with customer is often much less challenging. The dynamic that body language and a handshake add help customers build that connection with you that makes them feel comfortable and more eager to buy. On the phone however, salespeople don’t have this luxury. However, selling over the phone does have one major element of human communication that is absolutely vital and arguably the most important. That is the voice.

1.The Right Tone

A salesperson’s tone can make or break a sale every time. Since customers don’t have the luxury of seeing a sales rep’s body language, an uplifting tone becomes even more essential. When a rep is having a bad day and it shows in their voice, this can be a huge deterrent to a customer who may otherwise be willing to buy. It is important for reps to have a bright, friendly tone when on the phone with customers that they will feel comfortable with to help build rapport.

2. Ask Questions

In a recent blog, we talked about the importance of asking questions in order to help sell wine. Asking open ended questions is an excellent way to build rapport with a customer because it gets them talking and allows the rep to listen. It gives them the opportunity to uncover their likes, dislikes and may even allow the rep to relate with them. It allows reps to develop meaningful relationships with customers and in the end, it gives them a better experience.

3. Match Their Style

At a subconscious level, people like others with similar speaking styles. Therefore, a great way to build rapport with a customer is to emulate their speaking style. Do they talk slow and informally, fast and loud? Matching a customer’s speaking style will encourage customers to be more comfortable and open up. Like anything, practice makes perfect. This one will likely take some time to master but when it’s done right, it can be a great way to help build stronger connections with customers.

Building rapport with customers is something that most definitely takes time for sales reps to master. When they do however, they will become much better salespeople and help to build stronger relationships with your customers.