Rapport Building for Salespeople: A Neuro-Linguistic Approach

Nickels, William G.; Everett, Robert F.; Klein, Ronald
November 1983
Journal of Personal Selling & Sales Management;Nov83, Vol. 3 Issue 2, p1
Academic Journal
The article discusses the value of establishing rapport with customers. Recently, a powerful new technique for learning rapport building has emerged from the behavioral sciences. The technique is called Neuro-Linguistic Programming (NLP). It was developed initially to help therapists develop more trust, rapport, and understanding with clients. The results have been excellent. NLP has been so effective that it is now being taught to salespeople, teachers, and others who need to establish and maintain high levels of rapport. The idea is to observe body cues such as eye movements, breathing patterns, body posture, and skin tone to learn the internal thought processes behind them. Verbal patterns reinforce the information provided by body cues and tell much about a customer's mood and decision-making process. A salesperson can establish rapport by pacing or matching the body and voice patterns. Rapport building skills give salespeople and sales managers a tool that is useful in the office, in the field, and at home. It increases awareness and listening skills, two of the keys to effectiveness in selling and interpersonal relationships in general.


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