Vocabulary
8 key words for this lesson
GENUINE
Real and sincere — coming from actual interest rather than a script or performance.
Customers can tell the difference between a genuine question and a scripted opener — authentic curiosity builds trust far faster.
EMPATHY
The ability to understand and share what another person is experiencing or feeling.
Showing empathy when a prospect mentions a difficult quarter costs nothing — and it changes the entire tone of the conversation.
RECIPROCATE
To respond to someone's warmth or openness with the same energy — to give back what you receive.
When a prospect opens up about their challenges, reciprocate with a relevant experience rather than moving straight to your pitch.
ACKNOWLEDGE
To show clearly that you have heard or noticed something the other person said or experienced.
Before moving on, acknowledge what they just told you — it signals that you were actually listening.
ATTENTIVE
Paying careful, genuine attention to what someone is saying rather than just waiting for your turn to speak.
Being attentive in the first five minutes of a call gives you everything you need to personalise the next fifty.
MUTUAL
Shared between two or more people — a mutual connection, a mutual interest, a mutual experience.
Finding a mutual connection or shared experience is one of the fastest ways to move from stranger to trusted contact.
CANDID
Open and honest in a way that feels refreshing — willing to speak directly and personally.
Being candid about the purpose of your call — rather than disguising it — is itself a form of rapport-building.
SMALL TALK
Light, casual conversation on non-business topics — used to build comfort and connection before getting to the point.
Small talk is not wasted time — it is the foundation that makes everything else in the conversation easier.
Phrases
6 phrases and their meanings
HOW DID IT GO
Follow up on something the prospect mentioned previously — shows you were listening and remembered.
You mentioned you had a big product launch last week — how did it go? I've been wondering how it landed.
I NOTICED THAT
Reference something specific you found out about the prospect — through research, LinkedIn, or a previous conversation.
I noticed that your team has grown quite significantly this year — that must have brought some interesting challenges with it.
I CAN IMAGINE
Show empathy by acknowledging the prospect's experience without projecting or over-explaining.
A product launch in Q4 — I can imagine the pressure that puts on the whole team.
THAT REMINDS ME OF
Connect what the prospect says to a relevant experience or example — builds mutual ground without making it about you.
That reminds me of a conversation I had with a similar team last quarter — they described exactly the same challenge.
ITS GOOD TO PUT A FACE TO THE NAME
A warm phrase for the first time you speak to someone you have only communicated with by email or message.
Emma — it's great to finally speak. It's good to put a face to the name after all our back-and-forth over email.
SPEAKING OF WHICH
A natural transition phrase that moves the conversation from small talk to the business topic without it feeling abrupt.
Speaking of which — what you just said about scaling the team is actually exactly why I wanted to connect today.
Register
How these words change across different contexts
Register Awareness
Register = choosing the right language for the right situation.
Register Tips
Dialogue
Read the dialogue and hover the blue words for definitions
Riley
EmmaEmma — great to finally speak. It's good to put a face to the name after all our emails.
Same here. I was actually at your webinar last month — I thought it was really well put together.
Oh that's really kind, thank you — genuinely glad it was useful. How did the rest of that week go? I remember you mentioned in your email that you had a big product launch coming up.
Chaotic, honestly — but we got there. The launch went well in the end.
I can imagine — product launches are full-on. Congratulations on getting it across the line. Are you reciprocateing that energy into a celebration, or straight back into the next thing?
Ha — straight into the next thing, unfortunately. We're already planning the next quarter.
I noticed that your team has grown quite a bit this year — mutual connections we have mentioned it too. That kind of growth must bring some interesting challenges with communication and process.
It really has. Scaling the team while keeping everything consistent — that's been the main thing. Small talk aside, it's actually become a real business problem.
That reminds me of a conversation I had with a customer last quarter — similar team size, similar growth rate, and they described the exact same challenge. I want to acknowledge that before we move on — it's a significant thing to manage, and not everyone sees it as a problem until it becomes one.
Exactly. We're quite candid about it internally now, but six months ago we were in denial.
Being attentive to that kind of signal early is half the battle. Speaking of which — what you just described is actually exactly why I wanted to connect today. Shall we move into that?
Yes — let's do it.
Exercises
Complete all three exercises to see your final score
Matching
Click a word, then click its correct definition.
Click a word on the left, then its definition on the right.
Words
Definitions
Fill in the Blank
Drag the correct words from the word bank to complete each sentence.
Sentence 1
Customers can tell the difference between a— — —question and a scripted opener — real curiosity builds trust.
Sentence 2
Showing— — —when a prospect mentions a difficult quarter costs nothing — and it changes the whole tone.
Sentence 3
When a prospect opens up about their challenges,— — —with a relevant experience of your own.
Sentence 4
Before moving on,— — —what they just told you — it signals you were actually listening.
Sentence 5
Being— — —in the first five minutes gives you everything you need to personalise the rest of the call.
Sentence 6
Finding a— — —connection or shared experience is one of the fastest ways to build trust.
Sentence 7
Being— — —about the purpose of your call — rather than disguising it — is itself a form of rapport-building.
Sentence 8
— — —is not wasted time — it is the foundation that makes everything else in the conversation easier.
Tip: Think about the meaning of each word and what makes sense in the sentence.
Multiple Choice
Choose the best answer for each question about the dialogue.
1.What does Riley say to Emma when they first see each other on the video call?
2.What does Riley remember from Emma's previous email?
3.What phrase does Riley use to show empathy when Emma describes the product launch?
4.How did Riley find out that Emma's team had grown significantly?
5.What does 'that reminds me of' signal in the dialogue?
6.What does Emma mean when she says they are now 'quite candid about it internally'?
7.What phrase does Riley use to transition naturally from small talk to the business topic?
8.According to the lesson, what is the key difference between scripted small talk and genuine rapport?
Group Activities
Role-play scenarios and discussion questions for group classes
🎯 Choose the Best Response
Work in groups. Each situation requires a rapport-building decision. Choose the response that builds genuine connection — not the one that just sounds polite. Discuss why before you click.
Customer says
“You open a video call and the prospect immediately says: 'Sorry for the noise — we're in the middle of an office refurbishment.'”
Salesperson responds…
Customer says
“A prospect casually mentions: 'I just got back from a conference in Amsterdam — it was a long week.'”
Salesperson responds…
Customer says
“You are following up with a prospect you spoke to two weeks ago. They had mentioned a team off-site. How do you open the call?”
Salesperson responds…
Customer says
“A prospect tells you: 'Honestly, it's been a really difficult quarter — we're under a lot of pressure right now.'”
Salesperson responds…
🔗 Customer Profile Match
Read the three prospect situations. As a group, decide which rapport-building approach fits each one best. Think about what information you have and what would feel most natural to that person. Click 'Check Matches' when you agree.
Plans / Options
Lead with empathy for their situation
Acknowledge what they are going through before anything else. Show that you understand the pressure and that you are not going to add to it. Keep the small talk brief — they will appreciate getting to the point, but feeling heard first.
Build on shared experience or common ground
Reference the mutual connection, the shared event, or the common experience as your opening. It immediately removes the feeling of talking to a stranger and creates a natural, relaxed starting point for the conversation.
Reference specific things you found out about them
Open by referencing something concrete and specific — the award, the talk, the growth milestone. This signals that you did your homework and that you see them as an individual, not a contact in a database. It commands respect and builds trust immediately.
Customers — which plan fits each one?
Emma
Emma mentioned in her last email that her team has been under enormous pressure — they are hiring 10 new reps in 90 days and everything is moving very fast. She has been short in her messages and seems like someone who gets straight to the point.
James
James and Riley have a mutual connection — a former colleague they both know well. James also attended the same industry summit Riley's company hosted last month, and posted about it on LinkedIn. He seems warm and social from his online presence.
Priya
Riley has done her research. She found that Priya's company just won a regional business award, that Priya gave a talk at a conference last month, and that her team grew by 40% this year. Priya has a strong personal brand and pays attention to who has done their homework.
✏️ Finish the Salesperson's Line
The salesperson has started building rapport — but the line has been cut off. Finish it in a way that feels warm, genuine, and professional. Use vocabulary and phrases from this lesson. Compare your versions, then click to see one possible answer.
Customer
“The prospect says: 'Sorry — I'm a bit distracted. We've just had a big internal announcement.'”
Salesperson
“I completely understand — big announcements have a way of taking over the whole day. …”
Customer
“You are reconnecting after two weeks. They had mentioned a board presentation last time.”
Salesperson
“Before we get into it — …”
Customer
“The prospect mentions they read your recent article about sales communication.”
Salesperson
“Oh, that's really good to hear — I noticed that you …”
Customer
“The small talk has gone well and you want to move naturally into the business conversation.”
Salesperson
“Speaking of which — what you just said about …”