06. Building Rapport to Ensure Influence

Review the scenario outlined below and pick the option that accurately describes the rapport building tools used in it. Assume the scenario is a face-to-face conversation.

Customer: (eyebrows raised in surprise): 11%? That’s too high! (Leans back in chair, arms crossed) I was expecting a lower interest rate, considering I have banked with you for decades.

Bank Relationship Manager: (Smiles broadly) I know it appears too high to you. (Leans forward towards the customer). It’s understandable you were expecting a lower interest rate. But if you compare personal loan interest rates with other banks, you’ll see what a good deal this really is for you – especially if you factor in other privileges you’re eligible to because you banking with us for decades.

Customer: (Leans forward): Oh! I hadn’t thought to compare your offerings with other banks. But I trust you (smiles) You sound very confident of your loan offering.

Bank Relationship Manager: (Leans back in his chair) Yes, most of our customers see our value proposition for themselves when they compare our offerings with other banks. If you find a better value deal anywhere in the market, (nods head from side to side with an intense look) Sir, I wouldn’t hesitate in letting you go with them. In the end, we just want you financially secure and well taken care of.