One of the keys to successful selling – regardless of the format – is building rapport, for people prefer to buy from someone they know and like, and to get to that point, you must develop a relationship.
Whether you’re face-to-face or over the phone, you start building rapport by asking questions and listening carefully to the answers; you then let the answers lead you to your next question. In this way, your prospective client comes to trust you, for they perceive that you are interested in them. As they entrust you with personal information and they see that you’re treating that information respectfully and engaging in meaningful dialog with them, they entrust you with more and more. That’s the beginning of building rapport.
Professionals who work in the direct selling industry generally work within the parameters of an outline as they are building rapport. That outline, or framework, helps the sales professional to gather information about their prospective client, which makes it easier for the sales professional to offer the right solution for their prospective client.
The outline uses the acronym FORM to make it easier to remember: We want to know more about our prospective client’s Family, Occupation, Recreation (what they do for fun), and Motivation (what challenge are they looking to solve?)
We learn about these areas of our prospective client’s life by asking questions, and one of my favorite questions is “Do you love it?”
When I’m speaking with a prospective client, I will ask “Do you love it” as I reference what I anticipate they are looking to replace in their life.
For instance, if I’m speaking with a prospective client about a home-based business opportunity, I will ask them what they are currently doing for a living. I can easily assume that if someone is looking into a business opportunity, they’re probably looking for more freedom, whether it’s time freedom or financial freedom, and it’s a good bet that they don’t have what they’re looking for in their current situation. When they respond to my question, I ask them “Do you love it?”
If I’m speaking with a prospective car-buyer, I can assume that they’re looking to replace their transportation, so as I ask about their current automobile, I’ll add “Do you love it?”
What I’m looking for when I ask that question, whether it’s about someone’s current employment or what they’re driving, is what it is that they’re dissatisfied with, for I have found that folks are looking to change what’s uncomfortable about their lives. When I know what those challenges are, I can more easily offer an appropriate solution.
“Do you love it” is a positive way to solicit potentially negative information (and I always endeavor to keep my conversations on a positive note.) Staying with the business opportunity example, 9 out of 10 people do NOT love what they are doing – if they did, they wouldn’t be looking for my help. When I ask if they “love it,” they respond with laughter and then proceed to tell me what they don’t love about what they do for a living.
Every once in a while, I’ll come across a prospective client who will tell me that they DO love what they are doing. When that happens, I ask them to share with me exactly what it is that they love about their job. I listen very carefully, for what they love will give me clues about what drives them personally and I can draw parallels for them, showing them how to find more of what they love through the solution that I’ll offer them at a later date.
So remember, the next time you’re building rapport with a new friend, business associate, prospective client, or established account, ask: “Do you love it?” It’s a positive way to seek valuable positive (and negative) feedback while maintaining your own positive outlook!