Mastering Rapport in Virtual Sales: A Simple Recipe for Success

1. Lose Your Agenda

Key Idea: Serve first, sell second.
Example: Instead of diving into a product pitch, start by asking:
“Thanks for taking the time to meet with me. Before we dive in, what’s the one thing you’d love to get out of today’s conversation?”
This question shows you care about their needs and sets a collaborative tone.

2. Shut Down Distractions

Key Idea: Give the meeting your full attention.
Example: Before the call, silence your phone, close irrelevant tabs, and let others know you’re unavailable. If distractions arise (like kids or pets), embrace the moment:
“That’s adorable! My dog loves joining my calls too—virtual coworkers, right?”
This makes you relatable and human while staying focused.

3. Be R.E.A.L.

Key Idea: Be relatable, empathetic, attentive, and a great listener.

• Relatable: Share something genuine.
  Example: “I love the quote on your wall. It’s by Maya Angelou, right? Her work has always inspired me. What does it mean to you?”

• Empathetic: Respond to emotions with understanding.
  Example: If they mention a tough project, say:
  “I can imagine how challenging that must’ve been. It sounds like you put a lot of effort into making it work.”

• Attentive: Pause and let them finish their thoughts.
  Example: If they mention an idea, resist the urge to interrupt. Instead, paraphrase to show you’re listening:
  “So what I’m hearing is that streamlining this process would save your team time. Is that right?”

4. Control the Room

Key Idea: Guide the conversation and make it productive.

Example: Send a pre-call email:
“Looking forward to our chat! What would make this meeting a great use of your time?”
During the call, use their name occasionally:
“Sarah, you mentioned earlier that efficiency is a big priority—how can we explore that further?”
This keeps them engaged and reinforces that the meeting is tailored to them.

5. Mirror and Connect Emotionally

Key Idea: Subtle mirroring and emotional intelligence build trust.

• Mirroring: Repeat the last few words they said as a question to invite deeper discussion.
  Example:
  Prospect: “We’ve been struggling with our marketing strategy.”
  You: “Struggling with your marketing strategy?”

• Emotional Connection: Highlight their uniqueness or lighten the mood.
  Example: If they say they trained for a marathon, reply:
  “That’s incredible! Marathon training must take so much discipline. How does that mindset translate to your work?”

Pro Tip: Avoid Common Pitfalls

Rapport is as much about what you don’t do as what you do:

• Don’t interrupt: Allow pauses to unfold naturally.

• Don’t over-share: Keep the focus on them. For instance, if they mention a ski trip, don’t jump in with your own story unless they invite it.

• Don’t rely on surface-level comments: Instead of “I love dogs too,” go deeper with, “Your dog seems so friendly! What’s their favorite thing to do?”

A Final Note

Every sales call is a chance to build trust, not just close a deal. Approach your calls with curiosity and a genuine desire to help, and the results will follow. Like brewing the perfect cup of coffee or mastering a swim stroke, rapport-building takes time and practice—but the payoff is worth it.

Start small: On your next call, try using someone’s name more often or asking an open-ended question about their challenges. Little actions, done consistently, create big connections.

Want more insights and tips? Let’s keep the conversation going. Share your thoughts and successes with us—I’d love to hear your story!

And do not forget to check our amazing list of simple and effective ice breakers on our tools section.