Building Rapport
This active skill helps uncover customer values and lifestyle needs while resolving their issue.
What is active listening?
You build trust by doing this clearly, confidently, and accurately when a customer asks a question.
What is answering with credibility?
This strategic move involves aligning a product with the customer’s specific needs.
What is positioning the product?
Instead of leading with price, you lead with these two things tailored to the customer’s interests.
What are value and benefits?
You should do this once the customer’s issue is fully resolved or addressed.
What is ask for the sale directly?
Asking these types of questions helps connect the customer’s lifestyle to their tech needs.
What are relevant lifestyle questions?
This mindset combines helpfulness and problem-solving to serve the customer.
What is serving and solving?
Mentioning the product early in a natural way is called this.
What is planting the seed?
You balance these two elements when presenting a product: protection and this.
What is technical support?
You uncover this behind the customer’s hesitation to better address their concern.
What is the “why” behind the no?
This tone helps maintain a positive and helpful interaction throughout the conversation.
What is a positive, helpful tone?
Using these helps you solve the customer’s issue effectively and confidently.
What are tools and next steps?
This trio—value, rapport, and credibility—helps make the product relevant.
What are selling foundations?
You determine value by listening for these throughout the interaction.
What are customer clues?
You emphasize these aspects of the product to overcome objections.
What are value and benefits?
Showing this emotion helps you connect with the customer’s issue on a human level.
What is empathy?
This is the feeling you want the customer to have about your ability to help them.
What is confidence and trust?
This type of opportunity is ideal for introducing the product naturally.
What is a natural opportunity?
Knowing these accurately and completely helps you present the product effectively.
What are product or plan benefits?
This emotional skill helps you respect the customer’s decision while still guiding them.
What is empathy?
Maintaining this throughout the interaction keeps the customer engaged and supported.
What is energy and engagement?
This is the result of consistently solving problems and answering questions clearly.
What is credibility?
Keeping the pitch short and enticing helps do this effectively.
What is transition to sell?
This approach helps the customer see how the product fits their life, not just their budget.
What is leading with value?
This is the process of addressing concerns and guiding the customer toward a decision.
What is resolving objections?