W5 L1 meeting a new client + establishing rapport

• Engels
• MBO
• Studiejaar 2

SPEAKING SKILLS

the customer consultation

You can find the worksheet in Teams - Lease material - Interior & Design - Y2 - Spoken Production - customer consultation

During this project you will...

Practise your English speaking skills.

• present a 5 slide presentation on design rules to your peers. You will give each other feedback.
• practise advising customers on their interior.
• learn how to develop a professional and long-lasting relationship with a customer.
• send a voicemail message to your manager about how you've handled a specific client.

This period: schedule an appointment with TRC for a practice-exam Reading & Listening!

a new customer walks into your store...

You will watch a video and take notes on how to 

establish rapport with a new client.
 

You will practise meeting a new client with a few scenarios.

             What do you think 'rapport' means?

             How do you become more personal without being pushy?

TODAY'S LESSON:

rapport = a close and harmonious relationship where

you understand eachother and communicate well.

Watch a video about meeting a client for the first time

by Katie Gutierrez from Biographical Design        +/- 6 minutes

Take notes during the video 

because you will be meeting a 

new client later this lesson!

After watching, you will also be asked 

some questions about the video.

What does it mean if you have _____________ ?

good rapport 

with a client

rapport = a close and harmonious relationship where

you understand eachother and communicate well.

1. There are _____________ on Katie's necklace.

What animals were on the necklace?

1. three kittens
2. two dragons
3. four goldfish
4. two swallows

2. "People buy from someone they _______________ ."

1. like, understand and trust
2. like, enjoy and understand
3. know, like and trust
4. know, look up to and trust

3. "All people have their pain points: 

the reason why they need your help."

What examples of pain points does she give?

1. I don't have enough time to do it myself.
2. It is such a puzzle, I don't know where to start!
3. I don't have the connections to find nice things.
4. I don't have the knowledge to know what to choose.

4. Katie says that you should never assume what functions people will appoint to a room.

What does she mean by that?

1. You should always include multi-functional furniture.
2. You should always ask how people want to use the space.
3. You should never ask people how they want to use the space
4. Sometimes people don't know how they can use a space.

5. What is the most important tip Katie gives for creating 

a strong connection with a new client?

1. use their first name frequently
2. remind them of their vision for the space
3. tell them how much you charge for the consult
4. explain why you are the perfect match for their pain points

Establishing rapport

• find something you have in common with the client.
• get to know them, make them feel seen.
• don't assume what they need, ask!

Invaluable information 

• ask for the budget/ amount they want to invest   +  time frame/ deadline
• ask them about their 'pain points'/ their vision for the space.

Highlighting your services

• tell them about the service you provide and how you can help with their 'pain'. 

tips from Katie Gutierrez:

RECAP

Speaking exercise with a classmate

meeting a new customer and establishing rapport        +/- 10 - 15 minutes

scenario A -  switch half-way

One student is the new customer that walks into a furniture store, looking to buy something.

 
The other is the interior consultant, meeting the customer for the first time. They will use a questionnaire to write down all the information.

worksheet: TASK 1

You can find the worksheet in Teams - Lease material - Interior & Design - Y2 - Spoken Production - customer consultation

Evaluation:

What is something new you have learned today?

Your 3 best tips  for meeting a client for the first time?

Did you speak English during the entire lesson?

How do you feel about practicing real-life scenarios?

next lesson: leaving a voicemail for your manager