Establishing Rapport with New Clients

Sales can be tough to close – especially when you're asking someone to make a commitment often in excess of twenty years. Putting your clients at ease and creating a safe environment for them to make their decision can make the process less stressful for all involved.

In today’s competitive environment, establishing the right kind of client relationship can lead to repeat business, referrals and more sales!

Here are some helpful tips to building a strong rapport with your clients.

It Starts with You

It’s important to be self-aware. How do you come across to new people? Knowing how people may perceive you is the first step in improving your rapport-building technique.

Role-play sales scenarios with a colleague. If it's just you, perform your sales pitch in front of a mirror – pay attention to what your body language and facial expressions are portraying.

Even the most unassuming people are acutely aware of it when someone is being saccharine – coming across as a genuine, sincere professional will more likely garner the trust of a new client.

Know the Client

Understanding the emotions that come with purchasing property can go a long way in establishing lasting client relationships. Do you remember the jitters that you may have experienced as a first-time buyer?

Observe the body language, verbal cues and tone that your clients give out. When they first step into an Open House, does the newly-wed couple cling to each other in fear or do they both exude confidence and begin looking for structural damage that they could use to justify a lower offer?

Adjust your approach accordingly. You don’t want to appear to be condescending to the first-timers or patronizing to the astute investor.

Make the Connection

Firstly, be well prepared. Have an agenda that can be tailored to each interaction. For example, you may want to have a feature list to present to clients when they first enter a open House. Pay careful attention to how you greet your clients - what is your body language and tone of voice like? Are you genuinely happy to meet them or is it a crocodile-smile? Take a few minutes to feel the client out. Look for signs of nervousness or apprehension and be proactive about addressing them.

Remember to ask open-ended questions to start the conversation flowing more freely. Instead of saying "Are you looking for a 4-bedroom home?" ask "What is it that you’re looking for?"Actively listen to their responses. Assertive buyers will probably begin funneling the conversation in a particular direction while the less experienced may require a little more probing.

Carefully observe your clients – in some cases, mirroring their movements and facial expression can help to convey the message that you understand them and where they are coming from. Ask for clarity where you aren’t sure, but don’t ‘interrogate’ the client.

The final piece of advice is to adjust your approach accordingly. There is no one-size-fits-all prescription for interacting with people. The key is to tailor your actions based on what you see and hear. Leaning in when listening to your sales pitch might mean that the client is interested – backing away from you may be an indication that you are coming on too strong.

Trust yourself in these situations – you should be able to intuitively feel the connection if you are making your client comfortable.