Spot the Difference - Plastic or Glass?

In today’s edition, we look at how to avoid sounding fake when trying to build rapport with a prospect. The key lies in being an authentic human being, who’s genuinely interested in your prospect. There are a few ways to do this. Let’s unpack them…

You can tell immediately.

The moment you hold it, you know.

I’m talking about a fine glass of wine.

Yet, pour that same wine into a plastic cup, and it loses a bit of its edge. It doesn’t taste as good. It doesn’t go down as smoothly.

And this is the same for almost any beverage. Coca-Cola tastes better out of a glass bottle than it does out of those plastic ones. Tea would taste better out of a glass cup than a plastic cup.

The list goes on.

The reality is that glass is heavier and thicker than plastic, which makes the drinking experience better. That’s just how our human brains work.

Also, unlike plastic, glass doesn’t absorb flavour. This leaves the drink tasting fresher and purer.

But the trouble is that manufacturers prefer plastic because it’s faster and cheaper. In other words, it’s easy.

And in a similar fashion, salespeople tend to do… whatever is easier to do. They show up with plastic. And plastic is… cheap and forgettable.

Look at plastic in this case, as the forced small talk, the fake laughs, and the awkward, “How was your weekend?” or “How’s the weather?” questions, just to tick a box.

The truth is, your prospect can feel it. And so would you if you were the prospect.

Just like you can feel the difference between glass and plastic, prospects sense when your attempts to build rapport are surface-level and scripted.

As a result…

Their guard goes up.

They don’t open up.

They don’t tell you what really matters.

And you miss your shot.

In comparison, to build real rapport – the kind that builds trust, earns attention, and makes buyers want to talk to you – you need to show up as the glass.

So, how do you show up as the “glass”? How do you build real rapport without sounding fake?

Here’s how the one-percenters in salespeople do it:

Be observant, not generic.
Mention something specific that you previously discussed. For example, “You mentioned your daughter was starting school, how did it go?” Specificity builds trust.

Lead with curiosity, not an agenda.
People spot when you're steering them toward a pitch. Ask questions you’re genuinely interested in hearing the answers to. For example, “Last we spoke, you mentioned you’ll be rolling out a new software for your team. How did that go?”

Mirror, don’t mimic.
Match their tone and pace subtly. But don’t force slang, accents, or overfamiliarity. The key is to bounce off their energy.

Drop the fake warmth. Raise the real interest.
Rapport isn’t about being “nice.” It’s about being real, relatable, and respectful.

Use the details.
Whether it’s the coffee they like or the football team they support, using what you know to make them feel remembered and special. That equals an instant connection.

Because when someone feels like you understand them and their problems, everything changes. And this is the foundation of selling with confidence – building real human connections.

It’s how you stop sounding like a salesperson…

…and start sounding like someone worth talking to.

See you next Saturday,

James

P.S.

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