Module 3:  Rapport, Trust, Credibility

To ensure that Sales Professionals can break the ice and warm up any prospective customer no matter the initial response. Then to win over trust, credibility and create interest and desire. Show expert knowledge honesty, integrity and intention to take responsibility for their best interests.

  Candidates will understand and have basic competency applying. Methods and Resources Activity and Assessment Manager Sign
1. Planning for Success.Importance of working in a structured way with specific goals on a daily basis. Lecture/Flipchart Participation in discussion  
2. How to develop Rapport Lecture/Flipchart Work through typical day target sheet.  
3. How to develop Trust Discussion    
4. How to develop Credibility Lecture/Flipchart    
5. Pitching. What do we have that is so special?USPs (Unique Selling Points). Interactive Talk Participation in discussion  
6. Targeting what worksWorking the ‘Numbers Game’More calls, more rapport, more fees. Example of someone’s current personal goals. Set personal goals for first three months.  
7. When to Breaking Rapport politely and move. Interactive Talk Practice in twos  


Task or Other Activity to be Completed.

a) Attendance on training course with each section signed off.

b) Satisfactory participation in discussion on ‘10 Principles of Best Practice’.

c) Five consecutive ‘opens’ verified on the telephone.

d) Verbal test by Manager on their sector knowledge and what affects it.

Module completed to satisfaction

Signature:                                                                                Date:

Module 3 Handout :  Rapport, Trust and Credibility

Principles of Best Practice

1. Luck is quite predictable. If you want more luck, make more calls and visits and it will always come to you.

2. All information on a prospect is valuable, not just their company backgrounds and situation. Get to really know them, know what makes them tick.

3. People always trust far more, people they know. So get to know them well

4. The act of taking the first step is what separates the winners from the losers.

5.  Think like them. Be them.

6. Judge a man by his questions rather than his answers.” Voltaire

7. Opportunity does not knock, it presents itself when you beat down the door.

8. By three methods we may learn wisdom: First, by reflection, which is noblest; Second, by imitation, which is easiest; and third by experience, which is the bitterest.”  Confucius

9. You can never develop rapport, trust or credibility with someone you don’t call.

10. Anything that is said or happens can be improves.