Building rapport with highly pessimistic clients can be challenging, but not impossible. Pessimistic clients may have low expectations, negative attitudes, or resistance to change. However, with the right interpersonal skills, you can establish trust, empathy, and mutual understanding. Here are some tips to help you build rapport with highly pessimistic clients.
One of the most important skills to build rapport is active listening. Active listening means paying attention to what the client is saying, showing interest, and asking relevant questions. Active listening also involves reflecting back what the client has said, summarizing their main points, and validating their feelings. By listening actively, you can show the client that you respect their perspective, acknowledge their concerns, and care about their needs.
Demonstrate genuine interest in their concerns. Repeat back their thoughts to show understanding. Validate their feelings without necessarily agreeing with their pessimistic outlook.
Another skill to build rapport is using positive language. Positive language means avoiding words or phrases that can trigger negativity, such as "no", "can't", "won't", "problem", or "failure". Instead, use words or phrases that can inspire optimism, such as "yes", "can", "will", "opportunity", or "success". Positive language also means framing your messages in a constructive way, such as focusing on solutions, benefits, and possibilities. By using positive language, you can help the client shift their mindset, overcome their doubts, and see the value of your offer.
Ninguém diz que é fácil mas, o positivismo ainda é a linguagem mais apropriada para situa??es onde clientes se colocam na defensiva ou partem para o ataque. Evitar o embate e mostrar que há oportunidade de crescimento, desenvolvimento e melhoria, sempre será o melhor caminho. Quando algo parecer fora do controle, assuma as falhas e comprometa-se com a ajuda que só você poderá dar, n?o deixando dúvidas ou questionamentos.
A third skill to build rapport is empathizing with their emotions. Empathizing means understanding and sharing the feelings of the client, especially when they are frustrated, angry, or disappointed. Empathizing also means expressing your support, compassion, and sympathy for the client, and avoiding judgment, criticism, or blame. By empathizing with their emotions, you can show the client that you are human, that you care about their situation, and that you are on their side.
A fourth skill to build rapport is providing evidence and examples. Evidence and examples mean backing up your claims, suggestions, or recommendations with facts, data, or testimonials. Evidence and examples also mean showing the client how your offer has worked for similar clients, how it can address their pain points, or how it can help them achieve their goals. By providing evidence and examples, you can show the client that you are credible, reliable, and confident in your offer.
A fifth skill to build rapport is involving them in the process. Involving them in the process means asking for their input, feedback, or preferences, and incorporating them into your plan, strategy, or solution. Involving them in the process also means giving them options, choices, or alternatives, and letting them decide what works best for them. By involving them in the process, you can show the client that you value their opinion, respect their autonomy, and want them to be satisfied.
Involving them in the process will allow you to learn what they are most in fear of. Pessimism is on par with the discounting of futuristic outcomes. Therefore, it is oftentimes fear-based. They are less likely to be fearful if they are empowered through participation.
A sixth skill to build rapport is following up and following through. Following up and following through mean keeping in touch with the client, updating them on the progress, and delivering on your promises. Following up and following through also mean addressing any issues, concerns, or questions that may arise, and ensuring that the client is happy with the outcome. By following up and following through, you can show the client that you are professional, responsible, and committed to their success.
It’s actually easy to sell to someone who is pessimistic of your product ! Reason being :- 1. They are already engaged as a client to start with and as they say ,”No publicity is bad publicity “ ! 2. If their opinion comes from someone then the rebuttal/solution is the product was either not used properly , proper knowledge of the product was not taken / given before buying and most importantly , proper consultation was not provided as per use ( this consultation is sales itself- the best kind ! ) 3. If they have had a bad experience , gaining their trust of after sales service , hierarchy if it does not go well , personable client testaments including story telling of happy clients can provide the ,”mind-washing “ required.