Keys to Building Trust and Rapport

Identify which of the four personality types they are and then communicate with them the way they want to be communicated with!

**For all personalities you must match their communication style.  If they send you long emails or voicemails take the time to send long ones back.  If their communication style is short and to the point return the favor.

1. Always ask these two questions:

   1. “So tell me a little bit about your situation” and then let them divulge.  They always have something they feel is unique about their situation.  

   2. Once you find out what is unique using reflective listening to show you are paying attention “Tell me a little bit more x”

2. Be the market expert and know your stats.

3. Mirror and Match their tone.

4. Make a connection with them asap (Ie same sports team, same hobbies, same car, same music, same clothes).

5. Dress in neutral colors navy blue.

6. When you are approaching the home, bring up newspapers or garbage cans.

7. When you enter the home, take your shoes off even if they dont ask you to.

1. ANALYTICAL ANNIE

1 Word = WHY are we doing it this way?

a. CLUES:

• • • House - Functional Furniture, organized closets

    • Clothing -Casual but not neat dress, Wears -Beige (i.e. Khakis), Grey,Green

    • Demand to be informed

    • Touch - Handshake

b. CHARACTERISTICS:

• • • Detailed-oriented and concerned with the analytical process

    • Good problem solvers

    • Learn well by reading

    • Good at meeting deadlines

    • Good at working at specific tasks

    • More self-contained and open-minded

    • Need to feel smart

    • Biggest Fear -  Being criticized or being wrong

    • Love computer printouts and research

c. COMMON CAREERS:

QC, Architects, Finance,Accountants,Engineer,Architect,Computer programmers,IT Software,Researchers,Dentist

d. PRESENTATION STRATEGIES:

• • • Influence with logic

    • Lots of detail

    • CMA Material

    • Use statistics

    • Give detailed facts in an organized manner

    • Be thorough, no fluff

    • Make them feel you are a trusted advisor

    • Conversation Style - Slow, Detailed, do NOT spend time on F.O.R.D technique.  Tell them all the steps of the process

e. DECISION-MAKING STRATEGIES OR “MINDSET”

• • • Distrust salespeople

    • Based on data, wants proof

    • Wants reference

    • Seeks intellectual reinforcement

    • Will think it over

2. DRIVER DAVE

1 word - WHAT else do I need to do?

a. CLUES:

• • • May not dress neat, they are busy

    • Wears - Red, Black, White

    • Touch - Handshake

    • House - 3 M’s Masculine, Minimalist, Modern - Always have the newer stuff or latest model. They have an ego, so they typically have trophies, and pics of them with prestigious people.

    • Unusual concern with location

    • Listen with courtesy, but impatiently

b. CHARACTERISTICS:

• • • Tend to be cool, impersonal, and in control

    • Results - bottom line oriented

    • High-risk takers

    • Biggest Fear - Being taken advantage of

    • Very time-conscious and task-oriented

    • They get things accomplished, make things happen

    • Rather poor listeners, because they are impatient

c. COMMON CAREERS:

Stock brokers,CEO’s,Self Employed,Drill Sergeants,Military Officers,Leadership Roles,Coaches,Consultants

d. PRESENTATION STRATEGIES:

• • • They want you to be results-oriented

    • Be brief and to the point, short solid proof

    • Conversation style - Talk fast & direct. Do NOT spend time on F.O.R.D. technique. Tell them what is going to happen or they will think you’re weak.

e. DECISION-MAKING STRATEGIES OR “MINDSET”:

• • • Dislikes salespeople

    • Demands proof, based on data, Requires few but solid facts

    • Makes own decisions

    • Won’t be sold - but can be persuaded

    • Opinionated - but will listen

    • Close tactfully, but quickly

Wants to be the boss - their definition of a good team is “A group of people doing things my way”

3. EXPRESSIVE ERIC

1 Word - WHO do you know? 

a. WORDS TO USE:

Win, Adventure,Fun,Daring,Excited,Never been done before,Enthusiastic,Animated, Let’s do something different

b. CLUES:

• • • Office furniture-will be set up for an audience

    • House - colorful, built for entertaining, speakers, natural light, colorful art on walls

    • Will have little games on their desks

    • Piles of papers and books

    • Lack of interest in detail

    • Enjoy debate - see it as a game

    • Wears - Bright Colors, Fashion Conscious

    • Touch - Hugs

c. CHARACTERISTICS:

• • • Relationship-oriented, open, and very direct

    • Very creative

    • Biggest Fear - Rejection

    • Need support from others, actually, they need an audience

    • Make quick decisions, emotional

    • Risk takers

    • Always chasing dreams

    • Need to be around people multitasking

d. COMMON CAREERS:

Public relations,Marketing,High-profile jobs,Trial attorneys,Public speakers,Sales People,Servers/Bartenders,Artists/Musicians

e. PRESENTATION STRATEGIES:

• • • Be fun, theatrical, stimulating, and entertaining

    • Relate to their goals and the outcomes they desire

    • Ask for their opinions and ideas

    • Develop a relationship

    • Presuppose they'll list

    • Focus on them

    • Conversational Style- Fast, Enthusiastic- You MUST spend time on F.O.R.D technique

f. DECISION-MAKING STRATEGIES OR “MINDSET”:

• • • Likes or accepts everyone

    • Wants little proof, Considers references

    • Buys spontaneously, based on emotion

    • Makes quick decisions because it sounds like fun

4. AMIABLE ALEX

1 Word - HOW is this going to work?

a. WORDS TO USE:

Nice, Safe, Compatible,Comfortable,Friend,Security,Sincere,Things you have in common

b. CLUES:

• • • House - Comfortable furniture,Lots of family pictures, Crafts & Quilts

    • Lots of conversation about family & friends

c. CHARACTERISTICS:

• • • People-oriented, open, and direct

    • Think with their hearts, warm, friendly

    • Like close first-name relationships

    • Reliable, steady workers

    • Biggest Fear - Loss of Security

    • Excellent team players, support the ideas of others

    • Slow to make decisions, not time conscious

    • Tend to generalize

    • Avoids high-risk situations, wants security

    • Wears  - Pastels

    • Touch - Hugs

d. COMMON CAREERS:

Ministry,Nursing,Social work,Counseling,Teaching,Human resources,Administration

e. PRESENTATION STRATEGIES:

• • • Relate to feelings

    • Develop a friendship - these people list with their friend

    • Help them decide & close gently

    • Emphasize your skills in working with people

    • Spend time in small talk

    • Talk about your family

    • Refer to Rovi Homes as a “team” or “family”

    • Marketing should be referred to as “reaching the people in the community”

    • Conversation Style- Slow, descriptive You MUST spend time on F.O.R.D technique. Tell them how everything is going to work.

f. DECISION MAKING STRATEGIES OR “MINDSET”:

• • • Wants to be friends

    • Accepts lots of proof

    • Wants the assurance of others

    • Wants to socialize

    • Slow to make decisions

    • Decisions made based on emotion

*IF YOU ARE NOT THEIR FRIEND, THEY WON’T LIST WITH YOU!