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RapportBoosting Tip – Fear & Worry

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Hi everyone! Dani Apgar here with your RapportBoosting tip which are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands.

My tip for you today is on Fear and worry – these are strong emotions and can generate instinctive, possibly irrational or illogical reactions. Chat agents need to be alert to visitors subtle concerns and address them by being reassuring and building rapport.

For example, visitors’ decisions can be influenced if they believe a sale will be expiring soon or if the product is limited in quantity.


Thank you for listening to this RapportBoosting tip on Fear or Worry. I’m Dani Apgar. Until next time!


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David Oates

About David Oates

David Oates is a 20-year marketing and public relations veteran who holds extensive experience in developing as well as executing successful and measurable programs for a wide range of agency, high tech, corporate and government organizations. He is an accredited public relations (APR) expert affiliated with the Public Relations Society of America, and serves as the Chairman of the Board of Advisors for Operation Homefront, California as well as on the Board of Directors for Rotary Club of San Diego. David has worked with Tony since 2001 in numerous capacities such as a non profit Board supporting veterans. He received his MBA from San Diego State University’s Executive Program in 2004 and his bachelors of arts from the University of Maryland in 1991. David was named among the 2009 “40 under 40” list of top professionals by the San Diego Metropolitan.

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