I am working in a design and build company (for interiors and Fitouts)...but cannot develop proper rappo... with the client....My brain remains very stiff, and i suffer from nervousness, while speaking/interacting...Pls suggest, how to overcome this problem, and maintain a calm posture ..... Susobhan
Ans: Dear Susobhan!!
You will be surprised to know that 72-75% of the population fears public speaking ,this makes public speaking the number one fear of a vast majority. For you, talking to clients is like public speaking!
There is no fear that cannot be overcome with practice and having a process for overcoming it.
Just dig a little deeper and make notes on what happens to your body and mind when a client comes in front of you.
Also look into the past and see why this is happening? The more you become aware of yourself and the WHY of a problem then the HOW of the solution to the problem starts to take shape.
Check, why you get nervous? Is it because you are short of words? You are not properly dressed/groomed? Is it lack of the knowledge of the product? Identifying the problem is half the battle won.
Some suggestions to build the rapport-
(take three deep breaths as soon as you see a client, helps in calming you)-
1. smile as soon as you see the client, a genuine smile
2. stand up to receive him/her
3. exhibit a confident body language
4. greet the client in a clear confident voice
5. ask how you can help them?
6. ask open ended questions, what are they looking for? Let the client speak.
7.offer water/tea/ coffee
I have suggested some ways, however build your own relevant process, from the time the client enters till they leave.
Have your vocabulary ready.... what to say, how to say and practice in front of the mirror.
Always be well dressed/groomed, appropriate for your role.
You must have knowledge about everything in the store and all the services your store offers, this will give you confidence in answering the queries of the client. Do seek help if you don't know all the answers.... there is nothing wrong in saying," I am not so sure about this, let me ask a senior and get back to you on this", don't mumble, say it clearly.
Meditation is a sure shot way of becoming calmer. Go for deep breathing, visualizations and affirmations also overcome your nervousness.
All the best Susobhan!
