From the course: Building Rapport with Customers (2022)
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Pace customers
From the course: Building Rapport with Customers (2022)
Pace customers
- When I watch my daughter and her friends together, they tend to talk alike, using the same words and expressions and similar body language. What they're doing, without even realizing it, is called pacing. Basically, pacing is when you mirror the body language or verbal expression of another person as a way to build agreement and rapport. Research shows that pacing helps people foster rapport. Close friends do this instinctively. Here are three things you can do to pace your customers. Use your customer's words. Pace your customer's language by using the words they use. If a customer calls the device she's returning a thumb drive, when your company has the product listed as a flash drive, you could pace the customer by saying thumb drive. Pacing the customer's words helps you speak like the customer and this similarity fosters rapport. Don't correct customers unless absolutely necessary. I was in New York in an Italian…
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