Building rapport with customers

To create a great rapport you should:

• talk with enthusiasm
• use the customer's name
• show that you are listening
• all of the above

Yielding to customers means to

• let the customer go first
• allow them to finish
• apologise if you interrupt
• all of the above

Using the customer's words creates rapport.

• true
• false

To pace the customer you should:

• correct the customer's mistake
• not correct the customer's mistake

Speaking in complete sentences …

• makes the conversation warm and friendly
• makes the conversation sound robotic

Feel Felt Found is a way to maintain rapport when delivering bad news

• true
• false