Building Rapport is the process of establishing trust between you and your customer. People buy from people when they feel a sense of trust and connection. Your job is to connect with customers as quickly as possible. Focus on them.
Your Best Friend
Imagine if your best friend walked into the store. What would you say? “How have you been?” and "When was the last time you were here?" and "It’s great to see you!" Building rapport is truly a skill, but the easiest way to do it is to think of how you would treat a friend who just walked in.
Every Customer is a Friend of the Store
Remember, every customer who walks in is doing us a favor, and in fact is a friend of the store. We won't stay in business if customers stop walking into our stores, so they truly are our friends that keep us involved in the music business. And, they all share our appreciation of music at some level, or they wouldn’t be visiting.
Care about your customers like. Also, take care in connecting and building rapport with them. When you do this, you will be more successful through the rest of the sales process—and you will enjoy yourself along the way. So will they.
Power of Rapport
Although building rapport should occur early in the sales process, it should also continue during the sales process. When you genuinely listen to a customer, you will have more opportunities to reinforce your rapport with them both during and after the sale.