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Relate to the Client: Keys to Developing Rapport, Credibility and Trust
 First
impressions are lasting impressions. The ability to effectively communicate
will determine future potential business and is fundamental to maintaining
lasting relationships with clients. They need the assurance that your
knowledge and capability cannot be surpassed by the competition. This
module emphasizes:
- Communication techniques to project a positive
image
- Building in-common connections
- Creating a comfort zone between you and
your client
AUDIENCE
This module is designed for salespersons and managers needing skills
on developing rapport with customers.
FORMAT AND LENGTH
This module can be presented in two to four hours, depending on
participants' skill level and teaching objectives. The module includes:
- Break out groups to solve team
problems
- Discussion on techniques for team
development
- Exercises and presentations
- Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text
and exercises, are bound and three hole punched. The module is divided
into three sections, one for each phase of training: the Pre-Workshop
Assignment, the Workshop Material, and the Post-Workshop Action Items.
Participant's workbooks can be used for classroom instruction or on
a self-paced basis.
The leader's guide contains the same material as
the participant's workbook, with the addition of a section of introductory
notes, answers to exercises and explanatory margin notes. The leader's
notes contain tips and techniques on setting up and administering
the session, checklists, and other teaching aids. Other beneficial
components include:
- A listing of suggested videos
which complement the material.
- Notes which highlight key points,
provide tips for training, and detail competencies to be gained.
- Margin Notes on the workshop
materials which guide the leader through the material and indicate
when to ask questions, encourage discussion, use flip charts,
break into groups, and refer to specific material.
OBJECTIVES OF THE MODULE
By the end of this module, the participants
will be able to:
- Articulate the importance
of preparation in effective communication.
- Prepare for communicating effectively
by identifying objectives and resources.
- Analyze the importance
of relating well both to the customer and to their own
success.
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Discuss the role of relating
in the communication cycle.
- Identify techniques
they can use to establish personal connections
with their customers.
- Demonstrate their capability
as a professional.
- Communicate positive intention.
Merit Training Corporation
Phone: 800-677-1667
e-mail: info@merittrainingcorp.com
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