Learn what being a member does for you
The Seller Styles
See a summary of all our programs and certifications
Certified Professional Sales Person(CPSP®)
Develop your potential as a certified sales professional
Certified Professional Sales Leader(CPSL®)
Grow your impact as a certified sales leader
Certified Master Sales Professional (CMSP®)
Join the elite group of sales professionals and leaders
Certified Master Sales Trainer (CMST®)
Advanced Sales Influence (ASI)
Take your influence and leadership to the next level.
Certified Professional Sales Associate (CPSA®)
Learn foundational sales behaviors, strategies, and skills
Power of Contact Marketing
Learn from marketing expert and author Stu Heinecke
Join the top 1% of sales professionals in the world.
Next Level Virtual Coaching
Join our ongoing dynamic virtual coaching community
Explore job postings from some of the best companies in the country looking for sales professionals
Daily Dose of Influence!
Enjoy our video series of influence tips and strategies
Leads To Growth
Dig into our podcast featuring industry leaders and experts
Learn from our high-level sales coaching video series
Women of Sales & Influence – Facebook Live Series
Be inspired by our Facebook Live series spotlighting top women influencers
Women of Sales & Influence – Video Blog
Enjoy valuable, high-level sales strategies to empower your sales goals
The Growth Quotient
You’ve heard about IQ, but what is your GQ?
Our Commitment to You
We are here to help your approach to sales, how you interact with others, and how you perform and execute
NASP Sales Blog
Learn from our member-submitted articles for sales professionals
About Our CEO
Standards of Conduct
Common Questions and Answers
Building rapport with customers is like squirting oil into gears. Imagine some gears grinding together. When you squirt lubricating oil into the gears, you reduce the friction and make everything work smoother.
So it is when two people interact with each other. Rapport, like lubricating oil, reduces the friction and makes the interaction work smoother. For a salesperson, creating rapport with any human being is an essential step that enables the customer to feel comfortable and leads to a much more effective sales interaction. The best salespeople create rapport with everyone.
Here’s the dictionary definition:
Fortunately, creating that sense of understanding and mutual trust is a skill which has been studied through the ages. Here are seven proven ways to build rapport with anyone.
The best rule I’ve seen is this: Dress like your customer, only a little better. On several occasions, I have worked with sales forces who sold to farmers. Blue jeans and flannel shirts are OK, as long as they are clean and pressed blue jeans, and a better quality flannel shirt.
But what if you call on several different types of customers in the same day? One salesperson shared his approach to this problem. He wore grey slacks, a blue button-down collar shirt, and a navy blazer. When he called on managers and executives, he dressed it up by putting on a tie. And, when he called on people who weren’t in the executive suite, he dressed it down by removing the blazer and the tie.
That’s short, it’s personal, and it’s a bit transparent because it reveals something about you, as a human being. And, it’s something to which everyone can relate.
Building rapport is a science with proven practices and tactics. Use any of these techniques and watch your ability to create rapport improve, and thereby smooth out the way to more sales.
About the author
Dave Kahle has trained tens of thousands of B2B salespeople and sales managers to be more effective in the 21st Century economy. He’s authored nine books, and presented in 47 states and seven countries.