Building rapport is critical on your sales calls. In order to set quality appointments and to get people to actually show up to those appointments, you have to have a personal connection.

That means speaking to the lead like a real human (not like a script), asking them questions about their specific situation, empathizing with them, relating to them, and proving to them that you can understand what they are going through.

Watch agents and ISAs work on building rapport in today’s role play video.