How can you build rapport and uncover objections?

Relevance and personalisation will open the door. But rapport is going to get you the close. The old phrase people buy people is still true, 99% of the time you'll be competing against others for the win, being the most personable character they interact with is a huge advantage! Never miss a chance for small talk and dad jokes ??

Building rapport starts with being authentic. People can sense when you're genuine, and that authenticity helps establish trust. Be yourself, listen actively, and show real interest in the client’s needs, challenges, and goals. Don’t just jump into your pitch—ask questions that uncover their pain points and make them feel heard. Once trust is built, objections will surface naturally. Instead of avoiding them, welcome them as opportunities to address concerns. Acknowledge the objection, empathize, and then offer a solution that aligns with their goals. When they see you’re not just trying to sell, but to solve, they'll open up and be more willing to move forward.

Don't go right into trying to close a sale. Try to get to know the person and have a personal approach to the relationship. If they don't feel your approach is genuine or trustworthy, you will have a hard time uncovering objections. Also, be prepared for what their objections could be so that you can address them on the spot with confidence.

Most people get rapport wrong. It is not about being liked. Rapport is a process of establishing 'responsiveness'. A process meaning; it is ongoing and not something that stops. While being liked is nice, it shouldn't be your focus - people will sense that you're trying too hard, you will come across as inauthentic and disingenuous and that will break rapport. When rapport is established you will find people will be more open to you, more transparent and more collaborative.

Building rapport is key to uncovering objections. By actively listening, using friendly body language, and finding common ground, you create a trusting environment where people feel comfortable sharing concerns. This allows you to ask open-ended questions and uncover their underlying objections, making it easier to address them effectively.

The best way to build rapport is by not trying to build rapport. Prospects see through the: "How's your day going?" "Did you watch the match?" "Terrible weather today uh?" Instead, be on point and waste as little time as possible. You can always become friends later.

-Talk to the prospect like you would talk to a friend -Sound conversational -Ask thought provoking questions and listen as opposed to rambling / pitching

Taking a conversational approach to every call will often result in much better rapport between you and the prospect, mirroring the prospects tone and language can help hugely with this. Putting a prospect at ease will often yield better results, both with your probing/open questions but also with closing that all important appointment.

The single best way to build rapport is simple: Act as if you already have it. This helps you relax, detach and act with authority and composure. From a more tactical point of view, matching and mirroring is the most proven way to build rapport quickly. This means playing close attention to your prospects body language, tonality and words and 'matching' in small amounts. For example: a prospect starts using more visual language and gesticulating in a particular way when they are talking about something they are passionate and excited about. When talking about your solution, you might also start using visual language ("If you can imagine...", "Picture this...", "Let me paint the scene"), while making a similar gesture.

There are broadly two kinds of objections: - Brush off: this is a reflex answer the person gives you to get you away (I'm not interested, I'm busy) - A statement of facts (I have a supplier, No budget etc). The caller's work is to question and understand which one of the two it is.

The tone in which an objection is said to me tells me a lot. I very much believe in the solutions I bring to my clients, but I only want to help people that truly need it. How you ask your questions and their response gives me all I need to know in moving forward or not with that prospect. I'm also very genuine in my conversations (they're not just another dial on my call list) because I truly believe I can help them and I appreciate the same respect whether it be positive or negative response from the client.

Pull away. In the heat of the call, prospects won't think of why something won't work. Bring up potential reasons for it. They will either defend the problem, making it more real or disqualify themselves.

You probably know what the most common objections are for your prospects and industry. If so, get to them first. This is called Inoculation. For example: "You probably already have a supplier for this, right?" "I imagine you need to run this to the Exec for approval." "A lot of my clients don't actually budget for this sort of thing, and need support building a business case. Would it be the same for you?" But getting to the objection first, you take a bullet out of your prospects chamber and can defuse it before it becomes an issue. Or, you may be surprised to have the prospect correct you - lucky you!

You're not in a place to handle objections, only prospects can change their mind. Instead, ask deep questions to help them think whether they're could be looking at things in a different light. "I'm happy with my supplier" "That's great to hear - would you have a back up if things changed?"

Ask & Acknowledge In my experience there are three different types of objections: - Objections - tend to be specific to your product - “We have a solution.” - Deflections - Generic push-offs - “I’m busy,” “we don’t have time.” - Rejections - Strong emotional reactions - “Don’t call me.” The way I learned to respond is the “AA Method” - Acknowledge the objection, then immediately ask another question to keep the conversation flowing. If you get a rejection, validate it by agreeing. This pattern interrupt may even re-start the conversation!

No doubt you could (if you wanted to), build rapport with a complete stranger within a matter of minutes if you met them at a party. The challenge comes when we get so wrapped up in trying to reach outcomes ("I NEED to book this meeting!"), that we get in our own way. First, detach. Secondly, practice building rapport with non-prospects. The cashier at the grocery store, a stranger in the queue at the coffee shop, the Uber driver. This are your practice dummies for your rapport building skills like matching and mirroring, or questioning techniques. Do so will help build your rapport muscles and increase your confidence speaking to those 'big scary' Execs'!

The law of averages is what I always come back to. I'm always searching for the No's as I know it always leads to a Yes. I know based on my history (and tracking my data) and experience on the phones with decision makers that it all works out in the end if I keep up with my numbers. So don't be discouraged, and don't let a win allow you to take your foot off the gas. I always say, pretend its not there and keep moving forward. You'll be surprised what you forget about when it does come back and closes.

Your mindset is your biggest friend. Or enemy. If you are attached to a certain outcome, such as being likable, overcoming the objection or closing the deal, you'll quickly get wrapped up in your own insecurities and flounder. Paradoxically, when you stop trying so hard to win people over, you exude a quiet confidence that draws people in, establishes credibility and overall requires less mental effort.