When we offer familiar answers based on preconceived ideas, we miss the opportunity to learn more about the questioner and her situation. Even worse, we can take the conversation in a completely wrong direction. Continue reading →
The rapport-building tactic of mirroring & matching can sometimes produce stunning effects. As we subtly reflect back someone’s gestures and phrasing, they can experience a sense of comfort and relaxation, and a feeling of rapport develops.
The effect is based on the understanding that humans feel more comfortable with others who are similar to them, a social principle from prehistoric times, when predators and competitors, both human and animal, put us in perpetual jeopardy. 100,000 years ago on the African savannah, being part of a tribe meant safety and security, and lacking that communal support put you in a very dangerous position. Continue reading →
Breaking through the status quo of complacency can be a major sales challenge. No matter how compelling your case for improving their situation, people are going to feel anxious about making changes, because change brings insecurity, and that makes us nervous.
Think about the last sale you closed. Do you remember how your new client was feeling when they signed the policies and made you their agent? Continue reading →