Forming a "psychological connection" with customers and prospects is necessary to create an atmosphere in which trust and rapport can grow. Use five methods to quickly and easily establish trust and rapport. (SDQ Code IV.D.)

Performance Objective: Demonstrates the skills to quickly and easily establish trust and rapport. Connects well with customers and prospects.

Learn how to:

1. Mirror and match prospect's behavior, speech and personality patterns

2. Neither understate nor overstate credentials

3. Quickly find "common ground"

4. Actively and empathically listen to communicate understanding; therefore, earning the right to speak

5. Assume an objective fact finding and problem solving position

6. Ask strategically designed questions that provide high pay-off answers and demonstrate consultative competence