How can you build rapport with customers when assessing their technical knowledge?

Building rapport with customers while assessing their technical knowledge requires a delicate balance of empathy, patience, and effective communication. Begin by demonstrating genuine interest in their expertise and experiences, showing respect for their knowledge. Use active listening techniques to understand their level of technical proficiency and tailor your communication accordingly, avoiding jargon or condescension. Encourage questions and feedback, creating a supportive and collaborative environment. Offer clear explanations and guidance without overwhelming them, fostering confidence and trust in your expertise. Ultimately, building rapport with customers during technical assessments involves establishing a positive relationship.

Six Key Types of Questions for Prospects Educational Questions: Example: "How do you manage language barriers and laws governing foreign workers with your IT staff?" Lock-On Questions: Example: "What has worked so far, and what's standing in your way of launching the project?" Impact Questions: Example: "How much time do you spend daily on this problem, & what could you accomplish if you got that time back?" Expansion Questions: Example: "Walk me through your company’s decision-making process." Comparison Questions: Example: "What unique attributes set you apart from others in your market?" Vision Questions: Example: "If we could eliminate the problem costing you $2 million per year, what would it mean for you and your organization?"

Siempre que establecemos una relación con clientes es con el firme propósito de ayudarles a resolver una situación problemática en su organización. Sin embargo, ante el cliente debemos de evitar preguntas como ?cuál es tu problema actual? regularmente se pone a la defensiva y termina indicando que no tiene ningún problema, es más recomendable utilizar preguntas abiertas alternativas como ?cuáles son las áreas de oportunidad que tienes actualmente?. La utilización de este tipo de preguntas permite que el cliente pueda detallar con mayor precisión la problemática que está viviendo y junto con ello podremos detectar el impacto que está sufriendo el negocio para de esa forma, poder posicionar nuestra solución y a nosotros como trusted advisors.

Para tener una comunicación efectiva con nuestros clientes es fundamental hablar en sus términos de industria y negocio. Debemos evitar nuestro particular lenguaje técnico que por lo regular es desconocido y agregar un grado más de complejidad al entendimiento entre las partes. En la medida en que podamos expresar nuestra solución en un lenguaje natural, adecuado y entendible para nuestro cliente, será mucho más fácil la aceptación y entendimiento del cómo operará nuestra solución y de los beneficios que aportará al negocio. Si bien es cierto que los temas técnicos no pueden desaparecer del todo, debemos conocer bien a nuestra audiencia para identificar correctamente el nivel de lenguaje técnico con el que debemos comunicarnos.

Buyers rarely tell the truth. So, they will offer to sellers, in the best-case scenario, 80% of it. Sellers can't force answers out of their prospects & can’t read their minds...yet. You need to understand your prospects and customers on a deeper level than you ever thought possible. Great sales questions create an honest and trusting environment for both you and your buyer. Targeted questions not only motivate your buyer to talk but will demonstrate your empathy towards prospects and will establish you as somebody who will listen to their frustrations. Remember, great salespeople, are talented listeners. If you let your prospect talk, you will allow them to facilitate awareness of their needs and help them draw their own conclusions.

When sharing stories, be concise & impactful—think soundbites, not lengthy narratives. Soundbite is about 60 sec, covering what you do, why it matters, & a story in 1-2 sentences. For ex, if a prospect worries about prices: "I recently spoke with a client facing a similar concern. After discussing a 4% revenue increase, they decided to proceed." After empathizing with the problem, discuss the What, So What, and Customer Story. For instance, if a SaaS Founder mentions lack of time for coaching: "I spoke with a SaaS startup in a similar situation. They hired us for call reviews & bi-weekly coaching. Now, they close 10% more clients monthly, with new hires hitting targets faster." Soundbites offer proof & help show future ROI & outcomes.

Es de suma importancia conocer, antes de terminar una reunión en la que presentamos nuestra solución a un cliente, cómo se siente con la información presentada. Si quedó clara y entendible la propuesta, si se perciben los beneficios tanto funcionales como de negocio que la solución estará aportando. En este punto también se recomienda la utilización de preguntas abiertas para que el cliente tenga la oportunidad de comentar a detalle lo que considere conveniente. Preguntas como ?Qué te parece el alcance de la solución?, ?Hay algún ajuste que consideres pertinente? y sobre todo ?Cuál es el siguiente paso? ayudarán a dar un mayor sentido de cercanía y empatía con nuestro cliente y nos permitirán facilitar el cierre de la venta.

Distinguish clients if they're both willing and able, using probing questions: "What kind of investment were you expecting to make for this project, Tom?" "To use a hotel analogy, were you expecting to make a 1,2,3,4, or 5-star investment for this, Jamie?" "Will you share with me the sort of range where this budget might start & then go up to in your experience on projects like this, Sam?" "When would you like to see the benefits of a solution implemented, delivered?" "Can I tell you my biggest fear, Terri? I'm worried that I might have pressured you into this deal. Could that be true?" "What do you think your boss will say to you when you tell them that you've decided to go with us? And what will you say to that?"

“the chit-chat part of the call.” Are the prospects on the other end of the call want to discuss their children and golf game or do they just want to get down to business? You don't have to discuss the weather or any other cheesy topic. My advice here is to do a lot of research on the company. Maybe you’ll notice they've established a new division or there was something newsworthy published on LinkedIn, and you can incorporate that. If you can, look up some interesting business items about their operation. If they're a smaller company, you won't find much on the news; but perhaps you go to their website and still discover some intriguing talking points.