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1. Why is it important to recall a similar situation when your customer has a challenge with you or your company?
To help you build rapport with your customers.
To redirect the customer’s focus on you.
To show the customer that you have their solution based on your experience.
2. What is rapport?
3. What can you say to your customers to show empathy for them?
“I can’t relate because...”
“When my friend went through this he found that...”
“Something similar happened to me when...”
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