Lesson 2: Establishing Rapport


Now that everything is prepared, you are ready to approach the customer.  Because people make decisions about you in the first ten seconds, first impressions are critical.  Selling opportunities exist in social, service, and merchandising venues.  Therefore, a salesperson must be able to establish rapport  in any situation.
You never get a second chance to make a first impression.
                                     – Author unknown

What I Need to Know


Body Language


Body language is very important.  By the time you speak, you already may have had your only chance to make a positive first impression.  Because negative first impressions are very difficult to renounce, developing strong body language and appropriate dress to project confidence and self-assurance is well worth the effort.  Projecting warmth and strength when you meet someone for the first time makes you appear friendly and confident.

Click and drag the following scenarios into either the Positive rectangle or the Negative rectangle below.




Click on each funnel below and state your reason for choosing Positive or Negative.  After you are finished, print this page.



 
 
 
 


Compare your printed page with the one below.


   Scenario Reason
  4. The person you are meeting maintains eye contact with you. The person is giving you attention, which makes you feel important.
  5.
The person you are meeting leans in a bit when talking to you. This demonstrates that this person is actively listening and interested.
  6.
The person you are meeting is standing tall and evenly on both feet.
The person appears strong and confident.
11.
The person you are meeting is sitting in a chair with elbows on the outside of the chair.
This produces an atmosphere of being relaxed and not intimidated.
13. The person you are meeting walks across the room deliberately with an easy stride.
The person appears confident and yet relaxed.
 15. The person you are meeting is smiling.
The person is enjoyable to be around.  He or she is approachable, friendly.
 18.
The person you are meeting keeps his or her hand vertical and maintains an even pressure when shaking your hand. The person presents himself or herself as an equal, and not as overpowering or submissive.

   Scenario  Reason
   1. You are meeting new people at your friend’s house party.  You show up in a suit and tie.
 You may appear pretentious or arrogant.
   2. The person you are meeting is pointing at people constantly.
This action is threatening.  It is like having a small stick and hitting someone with it.
   3. The person you are meeting stares into your eyes.
He or she makes you uncomfortable by being stared at.
 7.
The person you are meeting speaks in a monotone.
The person appears disinterested.
   8. The person you are meeting has his or her hands crossed in front.
The person appears suspicious and closed to meeting others.
   9. The person you are meeting has his or her hands clasped behind head.
This posture conveys disapproval, superiority, and arrogance.
 10. The person you are meeting is standing with legs crossed.
The person appears not very strong, unconfident.
 12. The person you are meeting shakes your hand with both hands over the hand you extended. The person seems controlling and intimidating.
 14. The person you are meeting is moving hands and adjusting feet constantly.
Such movements signal nervousness, jitteriness, or flightiness.
 16. The person you are meeting is sitting in a chair with elbows in beside his or her ribs.
This position displays nervousness and is a form of protection.  It makes the recipient uncomfortable.
 17. The person you are meeting keeps glancing around the room.
This person appears not to give attention to what you are saying.