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Rapport Bui lding
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Value: means the quality (positive or negative) that renders
something desirable or valuable; Eg : The excellent serviceprovided by the hotel adds on to the value it provides to its
customers".
Value
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Value is created every time a person is made to feel
welcome, important and special.
Value is created when the person is able to deal with
the firm in a more convenient way.
How Is Value Created
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How Can YOU Value A Person
Greet others with a smile and a pleasant phrase and an
offer to help. Use names, whenever possible. We all like to be
treated as individuals.
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Give others full attention. Show interest in
their needs.
Do not appear irritated or in a hurry.
Accept praise graciously.
How Can YOU Value A Person
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Use positive, enthusiastic, helpful language.
May I help you with anything else?
Offer more than what is requested. Delight others withfollow-up to ensure satisfaction.
How Can YOU Value A Person
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Complimenting them
Being courteous
Making them feel special
Provide them thatextrabit
How Can YOU Value A Person
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You have a valid point
How do you think we could do it better? May I place you on hold while I access
your account?
We value your time.
Valuing Phrases
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Your concern is our concern.
Thank you for bringing this issue to our
attention.
I appreciate your patience while I process
your request.
Valuing Phrases
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A relation of mutual understanding or trust and
agreement between people.
Rapport also means making
a connectionestablishing a relationship.
Rapport
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1. Keep aYOU focus-Most humans love to talk about themselves.
2. Listen well and ask relevant questions.
3. Speak the same language as the other person.
4. Use persons name during the conversation (at least 3-4 times).
5. Use words likewe, our, us.
Ways To Building Rapport
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Accessing account information
Using
Information provided by the Person.
Subtle clues provided by the Person.
Asking questions
Rapport Can Also Be Built by
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Show that you are glad to help.
Greet others pleasantly and offer to help.
Give others full attention. Listen attentively. Give others your name. Use names when possible.
Use Valuing Behaviour to Build Rapport
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Use positive, enthusiastic, helpful language.
Show appreciation
Offer options and explain them clearly.
Clarify expectations and offer them time frames.
Delight others
Use Valuing Behaviour to Build Rapport
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Customer: I need to add a setup at my store; we havebeen so busylately!
Examples
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Appropriate Responses
Great! That must be pretty exciting!
Congratulations on such a booming business!
Thats great! What kind of business are you in?
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Customer: Can you help me with anothermobile connection. Ive just got married & I
need this mobile for my wife!
Examples
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Congratulations on your wedding!
Appropriate Responses
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Examples
Customer: I am working from hometoday and need to send some reports.I am not feeling well at all and the net
connection is not working.
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What is the matter maam/Sir? I understandand will send a technician acrossimmediately.
I hope you get better soon..
Appropriate Responses
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Accentuating The Positive
Conveying a can do attitude.
When we accentuate the positive, our
customers dont resist our attempts to
move them from venting into problem
solving.
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NEVER SAY DO SAY
I don't know. I will find out.
No. What I can do is
That's not my job. This is who can
help you...
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NEVER SAY DO SAY
That's not my fault. Let's see what we
can do about this.
You want it by when? I will try my best.Call me back. I will call you back.
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NEVER SAY DO SAY
We can't do that. Let's see what I
can do.
You'll have to Here's how we canhelp you.
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Probing
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Probing Probing is the skill of
questioning to obtain
information.
Probing is to uncover
details, needs & facts.
Changes track in a
discussion
Makes the other person
think
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Probes
There are two types of Probes:
Open
Closed
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Open Probes
A question or, statement that encourages the person to
speak freely about a topic of his choice or stimulates the
person to expand on something already stated.
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Examples of Open Probe
What did you have in your mind when you bought
this TV?
Can you give me the details of your organization
structure?
What are the problems you are facing with our
equipment?
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Closed Probes
A question that steers the conversation to a specific topic of
your choice and limits the other persons response.
(Sometimes to short one or two word answers.)
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Examples of Closed Probes
How long have you been living here?
Who is your boss?
Do you have a Purchase Department in
your company?
Are you incurring a high cost in the
maintenance of our equipment?
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Exercise
Identify each of the following probes as Open (O) or Closed (C) :
What type of work do you have in your Office?
Did you think of buying a TV earlier also?
How many management books do you have ?
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Open Probes
Open Probes can be very effective in the initial stages of a
conversation, as they help you get information, build a
rapport and identify needs (By allowing people to talk).
E.g.
Customer: I dont know if you have told me everything about
that .... is a strong signal for the sales professional to ask,
What else would you like to know?
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Closed Probes
Closed Probes are necessary when:
A person is abrupt and open probes are not
working.
You want to take the conversation in a
particular direction with a person who talks a
lot and generally off the point.
A person is unresponsive.
Such probes are effective in the closing stages
of the conversation, as they help you get
agreement on key points.
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Negotiation Skills and Strategies
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What is Negotiation ?
Negotiation is a process in which two or moreparties exchange goods/ services and attempt
to agree upon the exchange rate for them.
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Let's Analyze
Situation Analysis.
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Critical Elements of Negotiation
Time
Information
Power
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Let's Analyze
Let us analyze the 3 Critical Elements in thesituation.
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Possible Outcomes of Negotiation
1. Lose/ Lose
2. Win/Lose or Lose/ Win
3. Win/Win
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Bargaining & Negotiation
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Let' s analyze
Let' s go back to the situation and analyze theperspective of factors in the given situation.
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Your negotiating counterparts
The Shark
'Sharks are the one
with the sharp teethwho are blinded by
the attitude that
there must be awinner and loser inevery negotiation.'
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Your negotiating counterparts
The Carp
'They walk into anegotiation feeling
they can not win.Believing this, they
focus their efforts on
not losing they
currently have.'
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Your negotiating counterparts
The Dolphin
'In negotiation, the
dolphin has the abilityto emerge the winner
successfully.'
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Key Character istics of Dolphins
1. They play an infinite rather than a finite game.
2. They avoid unnecessary conflict.
3. They respond promptly to a 'mean' move by retaliating
properly.
4. While quick to retaliate, dolphins are also quick to forgive.
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Ten Steps to Successful Negotiation
Recognize that every thing in life is negotiable!
Go for Win/Win outcomes.
Aim High!
Have sound strategies and tactics.
Plan ahead and research well.
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Ten Steps to Successful Negotiation
Listen more than you speak.
When you do speak, ask 'GREAT QUESTIONS'
Learn to read effectively non-verbal communication.
Learn to identify your three negotiation counterparts.
In most negotiations, you will have the ability to walk away.