How can you build rapport with humor and empathy on a sales call?

1 Use appropriate humor

Humor can be a great way to break the ice, reduce tension, and show your personality on a sales call, but it can also backfire if not used correctly. To use humor effectively, you should be aware of your audience and tailor your jokes to their interests, preferences, and culture. Additionally, it is best to make fun of yourself rather than others; making fun of yourself can show humility and confidence, while making fun of others can seem rude and arrogant. Additionally, humor should be relevant and timely; it should enhance your message, not distract from it. Furthermore, avoid outdated or overused jokes that might sound stale or cliché.

2 Show empathy

Empathy is the ability to understand and share the feelings of another person. It can help you build rapport by showing that you care about their needs, challenges, and goals, rather than simply trying to sell them something. To demonstrate empathy during a sales call, listen actively and pay attention to what the prospect is saying and how they are saying it. Use verbal and non-verbal cues such as nodding, affirming, or mirroring to show that you are engaged and interested. Avoid interrupting, judging, or jumping to conclusions. Ask open-ended questions which start with who, what, where, when, why or how in order to uncover more information, clarify doubts, and explore emotions. This also shows that you are curious and respectful of their opinions and perspectives. Finally, express understanding and support by using phrases such as "I see", "I hear you", "I can imagine", or "That must be frustrating" to acknowledge their feelings and validate their experiences. Offer solutions, suggestions or resources which can help them overcome their pain points or achieve their desired outcomes.

3 Balance humor and empathy

Humor and empathy are not mutually exclusive and can both be used to build rapport on a sales call if balanced correctly. Adapt to the situation and the mood of the conversation; if your prospect is stressed, you should use more empathy than humor, but if they are relaxed or happy, you can use more humor. Follow their lead; if they respond positively to your humor or empathy, you can continue or escalate it. Be genuine and sincere when using humor or empathy; don't use them as a manipulation tactic or fake persona. Remember to use them appropriately, effectively, and authentically, and you will see the difference in your results.

4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?