{"id":1246,"date":"2007-10-19T09:34:29","date_gmt":"2007-10-19T14:34:29","guid":{"rendered":"http:\/\/selectmetrix.com\/blogs\/2007\/10\/hidden-keys-to-building-rapport\/"},"modified":"2007-11-05T11:04:28","modified_gmt":"2007-11-05T16:04:28","slug":"hidden-keys-to-building-rapport","status":"publish","type":"post","link":"http:\/\/selectmetrix.com\/blogs\/2007\/10\/hidden-keys-to-building-rapport\/","title":{"rendered":"Hidden Keys To Building Rapport"},"content":{"rendered":"

I am most interested in NLP (Neuro-Linguistic Programming) when it comes to enhancing communication. We have been through some rudimentary training on this topic so ManageSmarter.com’s article – Rapid Rapport and Riches<\/a> – piqued my interest.<\/p>\n

The long article covers many details, but here is a general definition of NLP:<\/p>\n

NLP is a behavioral technology created in the 1970s by Richard Brandler, a student of mathematics and Gestalt’s Therapy, and John Grinder, a professor of linguistics at the University of California Santa Cruz. Neuro refers to the nervous system, through which we experience the five senses: visual, auditory, kinesthetic, olfactory, and gustatory. Linguistic is language and non-verbal communication systems that give our thoughts and emotions meaning. These include pictures, sounds, feelings, tastes, and smells. We experience situations and our environment through our senses, and then represent that experience through language. Programming refers to communication with yourself and others to achieve desired outcomes.<\/p><\/blockquote>\n
And the reason why this information is important in sales:<\/p>\n
The core of NLP is building rapport, a skill critical to customer service and sales professionals. When you have rapport, you have a feeling of commonality, which gives people comfort because they feel understood.<\/p><\/blockquote>\n
Some of the training seems odd at times, but the real-world application of it is startling. We have developed a mild ability to use this training and it brings a heightened level of communication (emphasis mine):<\/p>\n
In face-to-face salesmanship, a combination of voice tone and body language (body positioning, eye contact, and gestures) affects rapport. During live interactions, approximately 55 percent of information is gathered from the other person’s body language. If there is incongruence when someone’s body language is inconsistent with their words (i.e., appears angry yet says he or she is fine) people usually interpret the true meaning of the communication from the body language<\/strong>.<\/p><\/blockquote>\n
Now here is the part that we pay close attention to:<\/p>\n
You also need to think about the language you use. We experience life through our senses, and some people have sensory preferences. They utilize some senses more heavily than others. The primary sensory preferences are visual, auditory, and kinesthetic (touch). Most people favor their sense of vision, and use visual words to describe experiences. They might say something is “not clear,” or they “don’t see” where you’re coming from. A person with an auditory sensory preference might say, “That sounds good,” while a person with a kinesthetic preference would say, “This doesn’t feel like the right solution for me,” or “I don’t have a grasp on that yet.”<\/p><\/blockquote>\n
Good example of this: I have an auditory preference while Lee has a visual preference. However, we usually try to adapt to the other person’s preference (from our training). When we end a phone call, he will usually say “Sounds good.” while I will tend to say “See you later.”<\/p>\n","protected":false},"excerpt":{"rendered":"
I am most interested in NLP (Neuro-Linguistic Programming) when it comes to enhancing communication. We have been through some rudimentary training on this topic so ManageSmarter.com’s article – Rapid Rapport and Riches – piqued my interest. The long article covers many details, but here is a general definition of NLP: NLP is a behavioral technology created in the 1970s by Richard Brandler, a student of mathematics and Gestalt’s Therapy, and John Grinder, a professor of linguistics at the University of California Santa Cruz. Neuro refers to the nervous system, through which we experience the five senses: visual, auditory, kinesthetic, olfactory, and gustatory. Linguistic is language and non-verbal communication systems that… Read More<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"bgseo_title":"","bgseo_description":"","bgseo_robots_index":"","bgseo_robots_follow":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[14,9],"tags":[],"class_list":["post-1246","post","type-post","status-publish","format-standard","hentry","category-communication","category-sales-techniques"],"jetpack_publicize_connections":[],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p5Oho-k6","jetpack-related-posts":[{"id":1699,"url":"http:\/\/selectmetrix.com\/blogs\/2008\/08\/look-it-sounds-like-it-hurts\/","url_meta":{"origin":1246,"position":0},"title":"Look, It Sounds Like It Hurts","author":"Derrick Moe","date":"August 7, 2008","format":false,"excerpt":"I'm not well-versed in the rapport-building technique (my phrase) known as Neuro-Linguistic Programming.\u00a0 In fact, I'm not certain that is the correct definition of the acronym NLP.\u00a0 But it is fascinating information.\u00a0 Geoffrey James discusses this topic in his blog post Ten Seconds to Better Rapport: This method based upon\u2026","rel":"","context":"In "Communication"","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":2526,"url":"http:\/\/selectmetrix.com\/blogs\/2013\/04\/interrogating-a-prospect\/","url_meta":{"origin":1246,"position":1},"title":"Interrogating A Prospect","author":"Derrick Moe","date":"April 11, 2013","format":false,"excerpt":"Questions are the backbone of qualifying any sales opportunity.\u00a0 Yet, many salespeople seem to flounder with this approach and I believe it comes from over coaching\/training.\u00a0 Ask this series of questions, use this linguistic trick, turn the tables on them\u2026improper use of these \u201cmoves\u201d stands out to every prospect. To\u2026","rel":"","context":"In "Communication"","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":29,"url":"http:\/\/selectmetrix.com\/blogs\/2006\/05\/29\/","url_meta":{"origin":1246,"position":2},"title":"“Fat and Skinny Words”","author":"Lee Fratzke","date":"May 15, 2006","format":false,"excerpt":"Part of a salesperson's role is building rapport with a prospect - it is a vital skill. A salesperson needs to match a prospect's communication style since people naturally tend to relate to those they perceive to be similar to themselves. This older article from eyesonsales.com from Patricia Fripp, entitled\u2026","rel":"","context":"In "Sales Techniques"","block_context":{"text":"Sales Techniques","link":"http:\/\/selectmetrix.com\/blogs\/category\/sales-techniques\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":2073,"url":"http:\/\/selectmetrix.com\/blogs\/2009\/07\/linguistic-gymnastics\/","url_meta":{"origin":1246,"position":3},"title":"Linguistic Gymnastics","author":"Derrick Moe","date":"July 24, 2009","format":false,"excerpt":"This line is from a sales ad I read this morning: Pre-qualified prospects are provided by (cold leads). Reminds me of President Clinton saying, \u201cIt depends on what the meaning of the words \u2018is\u2019 is.\u201d\u00a0 \u201cPre-qualified prospects\u201d and \u201ccold leads\u201d seems to be a stretch, at least in my\u2026","rel":"","context":"In "Employment Ads"","block_context":{"text":"Employment Ads","link":"http:\/\/selectmetrix.com\/blogs\/category\/hiring\/employment-ads\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":2499,"url":"http:\/\/selectmetrix.com\/blogs\/2012\/06\/rapport-sells-more\/","url_meta":{"origin":1246,"position":4},"title":"Rapport Sells More","author":"Derrick Moe","date":"June 11, 2012","format":false,"excerpt":"This is one of those topics I always believe people inherently know\u2026and then I come across a robotic salesperson.\u00a0 Apparently not everyone is aware of this truth.\u00a0 This quick post from Selling Power speaks to the importance of rapport-building and successful selling (and I lifted the title from them). A\u2026","rel":"","context":"In "Communication"","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1291,"url":"http:\/\/selectmetrix.com\/blogs\/2007\/11\/the-key-to-rapport\/","url_meta":{"origin":1246,"position":5},"title":"The Key To Rapport","author":"Derrick Moe","date":"November 15, 2007","format":false,"excerpt":"Selling Power's article - Establishing a Relationship - discusses methods for establishing rapport quickly with a prospect.\u00a0 This ability is critical to successful selling.\u00a0 The established approach is to mirror the prospect's \"personality style\" (or what we call Selling Style).\u00a0 We teach salespeople how to do this and it is\u2026","rel":"","context":"In "Communication"","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_featured_media_url":"","_links":{"self":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1246","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/comments?post=1246"}],"version-history":[{"count":0,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1246\/revisions"}],"wp:attachment":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/media?parent=1246"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/categories?post=1246"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/tags?post=1246"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}