Unlocking Buyer Intent and Trust in Sales

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Many companies have the best products, incredible sales teams, amazing commercial terms, and incredible post sales processes and still have lots of deals that are “ghosted” or stalled.  

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Emotional Intelligence (EQ) serves as the primary "unlock" into the buyer's world, moving beyond transactional selling to fundamentally understanding the buyer's mindset and emotional intent for high stakes decisions.

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This framework utilizes EQ to quantify the relationship through the Trust Index, which assesses three core pillars: Rapport (psychological safety to engage in the process), Confidence (empathy & needs alignment to consider the solution), and Credibility (assurance of solution fit, backed by expertise to encourage a decision and action).

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The index provides actionable guidance for sellers to optimize engagement and implement targeted recovery actions to get a decision and to get a successful close once a decision is made.

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The Trust Index: Quantifying Relationship Strength

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Emotional intelligence allows us to quantify trust into a measurable Trust Index. This index provides a single, objective metric for the relationship's health, which is then used to recommend good practice and necessary recovery actions.

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The Trust Index is composed of three foundational scores:

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Rapport: The feeling of mutual understanding and connection which builds Psychological Safety to engage in discovery

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Confidence: The buyer's belief that the seller fully understands their specific needs, challenges, and goals which builds empathy & Validation to Share feedback on the product.

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‍Credibility: The buyer's conviction that the proposed solution will be a perfect fit for their needs/goals, supported by the seller's expertise building Solution Fit & Seller Authority to make a decision and complete the commercial process.

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Operationalizing the Trust Index: From Score to Action

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The real time coaching platform translates Trust Index scores into precise, real-time seller actions. As the relationship evolves, it continuously monitors all three components (Rapport, Confidence, Credibility) and delivers contextual coaching that guides sellers toward the right strategic moves.

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How the Platform Delivers Real Time Coaching

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At the Interaction Level:

The platform provides real-time guidance during every buyer video conversation

• Instant alerts when Trust Index components shift during the interaction
• Contextual prompts for the next best action based on buyer signals
• Recovery hints the moment relationship health declines
• Adaptive guidance that responds to conversation dynamics as they unfold

At the Deal Level:

The platform maintains strategic oversight across the entire sales cycle

• Trust Index trajectory tracking showing relationship health over time
• Intervention alerts when cumulative Trust Index trends signal deal jeopardy

Result:

Sellers receive intelligence that transforms emotional awareness into strategic, executable actions—turning Trust Index insights into good practices during every interaction and recovery actions when deals veer off course, ensuring consistent buyer success throughout the journey increasing win rates and deal velocity.