ADAPTIVE SELLING
ADAPTIVE SELLING
Although all channels of advertising are considered less expensive in comparison with personal selling, but personal selling is the most effective marketing communication medium because it allows salespeople to tailor their presentation to each customer.
ADAPTIVE SELLING
Salespeople can ask questions to determine the customer's needs and make a presentation to show how their products can satisfy these needs.
By listening and observing nonverbal body language, salespeople can know when the presentation is going out of track and change their approach at the spot.
ADAPTIVE SELLING
Effective salesperson takes advantage of this opportunity.
They use their knowledge of the customer's buying motives and use their communication skills to learn more about their customers in order to select effective sales strategies.
ADAPTIVE SELLING
For example; Advertising agencies are concerned in delivering the
same advertising campaign to all customers. The message in the campaign may work for the
typical customers, but lot of customers will have different needs and will not be influenced by the message.
It may take months for an advertising manager to recognize and change a campaign that is not effective.
TYPES OF PRESENTATION
TYPES OF PRESENTATIONS
Three types of presentation salespersons can use:1. The standard memorized presentation2. The outlined presentation3. The customized presentation
THE STANDARD MEMORIZED PRESENTATION
It is also called canned presentation. The salesperson presents the same
selling points in the same order to the all customers in a completely memorized sales presentation.
THE STANDARD MEMORIZED PRESENTATION
Many companies insist that their salespersons should memorize the presentation and deliver it word for word; others believe that the salespersons should be free to make some adjustments.
THE STANDARD MEMORIZED PRESENTATION
Advantages1. It ensures that the salesperson will provide complete
and accurate information about the product.2. It brings the new salesperson to speed quickly and
gives him confidence.
THE STANDARD MEMORIZED PRESENTATION
Disadvantages The effectiveness of the standard memorized
presentation is limited because it offers no opportunity for the salesperson to tailor the presentation to the specific needs of the customer.
THE OUTLINED PRESENTATION
It is a prearranged presentation which lists the most important selling points to discuss when calling on a customer.
The outlined presentation has:1. Standard introduction.2. Standard answers to the most common questions
raised by the customer.3. Standard method for gaining commitment.
THE OUTLINED PRESENTATION
An outlined presentation can be very effective because it is well organized.
Since it provides more opportunity for the customer to participate in the sales interaction and permit some flexibility in the approach used to present the key points.
THE CUSTOMIZED PRESENTATION
It is a presentation based on detailed analysis of the customer's needs. To develop the customized presentation, the salesperson may get the customer to agree to a need analysis.
THE CUSTOMIZED PRESENTATION
This type of presentation offers an opportunity to use the communication principles to discover the customer's needs and problems and propose the most effective solution for satisfying those needs.
The customized presentation builds customer's respect for the salesperson and his/her company since customers recognize the salesperson as a professional who help in solving problems, not just sell products.
THE CUSTOMIZED PRESENTATION
NOTEEach of the presentation types involves different level of skills and flexibility.
Standard memorized presentation can be delivered by unskilled salesperson with little training
On the other hand, the customized presentation require highly skilled salespersons who can analyze the customer's needs.
ADAPTIVE SELLING AND SALES SUCCESS
Do you act differently when living on a campus compared to living at home?
How do you change your behavior when you go home for school break?
How do you behave when you go to a restaurant with friends? With your parents? Why do you behave this way in each situation?
WHY ADAPTIVE?
ADAPTIVE SELLING AND SALES SUCCESS
Salespersons practice adaptive selling when they use different sales presentations to different customers. They alter their sales presentation techniques during
sales calls based on the nature of the sales situation.
ADAPTIVE SELLING AND SALES SUCCESS
An extreme example of non-adaptive selling is using the standard memorized presentation, since the same presentation is used for all customers.
At other extreme, The customized presentation since the presentation is tailored to the specific needs of the customer.
KNOWLEDGE AND ADAPTIVE SELLING
A key ingredient in effective selling is knowledge. salespeople need to know about:1. The product they are selling2. The company they work for3. The customer they will be selling to and other products
they are competing with.
KNOWLEDGE AND ADAPTIVE SELLING
Knowledge enables the salesperson to: Build self-confidence. Gain the buyer's trust. Satisfy the customer needs and practice adaptive
selling.
Customers today demand information about the products they buy and seek the advice of salespersons.
HOW TO USE THIS?
DETERMINE YOUR OWN STYLE:
Review the descriptions of each style and classify yourself. Ask trusted others for their opinions. Remember, you are looking for your “base” style. So, that
doesn’t mean under certain conditions you won’t act in one of the other roles, but it means you are trying to determine the style you most naturally fall into.
Once you have identified yourself, you can review the information concerning this style’s strengths and weaknesses and factor those into your approach.
DETERMINE YOUR CUSTOMER’S STYLE:
As you get to know your customers, make yourself aware of where you believe they fall in this matrix.
Look for outward clues first (office, attire, speech patterns) and then as your relationship grows continuously update your classification of this person.
Record your classification in the customer file to remind yourself to behave accordingly when dealing with this person.
ADJUST YOUR COMMUNICATION APPROACH:
As the salesperson, it is your task to make the adaptive move towards the style of the customer.
This is hard, but can pay off. It is suggested that you begin interactions by keeping
your initial approach right in the middle of the grid (as to not become an immediate mismatch) and then adjust as you get to know the customer.
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DIMENSIONS
THE SOCIAL STYLE MATRIX
To be effective, salespeople need to use their knowledge about products and customers in order to adapt the content of their sales presentation and the style they use in communication with customers.
The social style matrix is a popular training program that assists salespeople in adapting their communication styles.
THE SOCIAL STYLE MATRIX
First, each one will have to identify his/her own social style.
Second, detect the customer's social style.
Finally, learn how to make appropriate adjustments in the sales behavior in order to become more effective.
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IDENTIFY YOUR OWN SOCIAL STYLE
DIMENSIONS OF SOCIAL STYLES
There are two critical dimensions to understand the social style; assertiveness and responsiveness.
DIMENSIONS OF SOCIAL STYLES
ASSERTIVENESSIt is the degree to which people have opinions about issues, publicly make their positions clear to others, and attempt to influence others to accept these beliefs.
DIMENSIONS OF SOCIAL STYLES
HIGH ASSERTIVE PEOPLE:
1. Speak out.
2. Make a strong statement.
3. Have a take-charge attitude.
4. When become under tension, they tend to confront the situation.
DIMENSIONS OF SOCIAL STYLES
LOW ASSERTIVE PEOPLE:
1. Rarely dominate a social situation.
2. Keep their opinion to themselves.
NOTEHaving strong convictions is not enough to make a person assertive.
Take-charge attitude Directive Make decisions quickly Take initiative Speak quickly and
intensely Make many statements
Go-along attitude Supportive Makes decisions slowly Lets others take initiative Speaks slowly and softly Makes few statements
HIGH
LOW
Ask oriented Cooperative Risk avoider Lean backward Indirect eye contact Move deliberately Express moderate opinions
Tell oriented Competitive Risk taker Leans forward Direct eye contact Move rapidly Express strong opinions
ASSERTIVENESS
DIMENSIONS OF SOCIAL STYLES
RESPONSIVENESSIt is based on how emotional people tend to get in social situations.
DIMENSIONS OF SOCIAL STYLES
HIGH RESPONSIVE PEOPLE:
1. Readily express joy, anger and sorrow
2. Appear to be more concerned about others
3. Informal and causal in social situation
LOW RESPONSIVE PEOPLE:
4. Devote more effort toward controlling their emotion
5. Cautious, intellectual, serious, formal and businesslike.
Warm and approachable Uses opinions Personable and friendly Gesture frequently Undisciplined about time Animated facial expression
Shows emotion People oriented Playful Moves freely Informal dress Many vocal inflections
HIGHLOW RESPONSIVENESS
Controls emotions Task oriented Serious Moves stiffly Formal dress Monotone voice
Cool and aloof Uses facts Impersonal and businesslike Seldom gestures Disciplined about time Controlled facial expressions
DRIVERIDENTIFY & TREAT
IDENTIFY CUSTOMER’S SOCIAL STYLE
Tips1. Concentrate on the customer's behavior and disregard
how you feel about the behavior. 2. Do not let your feelings about the customer or thoughts
about the customer's motives cloud your judgment.3. Avoid assuming that specific jobs or functions are
associated with a social style, such as” he must be analytical because he is an engineer.”
IDENTIFY CUSTOMER’S SOCIAL STYLE
4. Attempt to get customers reveal their style rather than react to your style.
5. Ask questions rather than making statements. 6. Test your assessments. 7. Look for clues and information that may suggest you
have made an incorrect assessment of a customer's social styles.
8. If you look only for confirming cues, you will filter out a lot of important information.
People
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EXPRESSIVEDRIVER
AMIABLEANALYTICAL
Just do it Lets do it
We are greatDo it right or not at all
People
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DRIVER
Achievement award on wall
Conservative dress
No posters or slogans on office walls
Calendar prominently displayed
Furniture is placed so that contact with people across the desk
Like group activities (e.g. politics and team sports)
Emotions At Work As a friendS
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Unemotional Goal oriented Has a little need for friends
Independent, self sufficient Sees the whole picture Will lead and organize
Strong willed and decisive Organizes and plans ahead Stimulates activity
Change junkie Motivate s people to action Excels in emergencies
Must correct wrongs Seek practical solutions Will work for group activity
Exudes confidence Insists on production Is usually right
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Bossy and insensitive End justifies the mean Uses people, dominates
Quick tempered Can over dominate May be rude or tactless
Impatient and can’t relax Doesn’t analyze details Decides for others
Enjoy argumentation May make rush decisions Possessive unforgiving
Won’t give up when losing Manipulate people Too independent, proud
Unsympathetic Intolerant of mistakes Can’t say “ I am sorry”
Not easily discouraged Thrives on opposition
Dislike show of emotion Can be a workaholic
DRIVER“low passion"
Drivers are task orientated.
DRIVER“low passion"
They expect efficiency from everyone they come into contact with.
DRIVER“low passion"
They have little emphasis on building relationships with other people.
DRIVER“low passion"
They work with others because they must do so to get the job done, not because they enjoy people.
DRIVER“low passion"
They measure their personal worth by how much they do.
DRIVER“low passion"
They want you to get to the point, because they are irritated by inefficiency and indecision.
DRIVER"let's get it done now, and get it done my way"
They are result oriented. They are quick and efficient
decision makers. They base their decisions on facts.
DRIVER"let's get it done now, and get it done my way"
They take risks. They want to look at several
alternatives before making a decision.
DRIVER“ power seeker "
They like to be in charge, seek productivity and dislike loss of control.
DRIVER“ power seeker "
They have a great desire to get a head in their companies and careers.
DRIVER“ power seeker "
Focus on the present and have a little interest about the past and the future.
DRIVER“the control specialist"
Obsessed by a compulsion to perform.
Has passion for knowledge and constantly searching to answer the “whys” of life.
Works at a fast and decisive pace (idleness drives them crazy)
Not interested in technical information.
DRIVER“the strong man"
Has the ability to deal with tough interactions without becoming upset by criticism or personal rejection.
DRIVER“the strong man"
Under pressure, they will assert themselves strongly and dictate the way things are going to be.
DRIVER“the strong man"
In conflict, they will try to ʺsteam rollerʺ over anyone who comes in their way.
DRIVERS SUMMARY
Characteristics: Task‐orientated. Typically prefer clearly defined goals. Perceived as committed, determined risk takers. Efficiently uses time, energy, and other resources.
When in conflict: Tends to be seen as aggressive, rude, or abrupt.
DRIVERS SUMMARY
Solution to help: Be assertive and firm, have a solution to the problem, listen.
Basic Need: To be in control.
TO INFLUENCE DRIVER
TO INFLUENCE DRIVER
Direct
Businesslike
Organized presentation
With quick action and follow up
Gaining commitment should emphasize the effect of a purchase decision on benefits.
Primary characteristics (strength)
• Go better• ambitious
Motivated by • Results
Attitude to goals • Sets many goals
Group rate • Leader
Needs to • Be in control
Want to be appreciated for• Productivity• Making an impact
Likes to be rewarded with • Power
DRIVER
Focus on the present.Be brief and efficient.Get to the bottom line.Speak in terms of short
term concrete results.Give them options.Let them feel in control.Stress how the Driver will
WIN with your proposition.
Focus on long term.Give too much details.Be ambiguous.Beat around the bush.
Get too personal.Get into a control contest.Back down, however, if
you believe that you are right.
When dealing with DRIVER
DO Don’t
DRIVERS AS SALESPEOPLE
Strengths • Organized, action oriented • Strong motivation & drive. • Strong closers.
Weaknesses • Fail to connect with people. • Inflexible, and sometimes arrogant. • Often impatient listeners.
DRIVERS AS CUSTOMERS
Why we love them! • Decisions are quick. • Decision model is often out in open. • Reward strong follow-up.
Why we hate them! • Their way or the highway. • Once decided, hard to change them. • High stress interactions.
EXPRESSIVEIDENTIFY & TREAT
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EXPRESSIVE
Motivational slogans on wall
Desk place for open contact with people
Casual or flamboyant dress
Cluttered and unorganized desk
Office has friendly and open atmosphere
Like group activities (e.g. politics and team sports)
Emotions At Work As a friendS
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Emotional demonstrative Volunteers for jobs Makes friends easily
Lives in the present Starts in flashy way Appealing, life of the party
Talkative, storyteller Has energy and enthusiasm Likes spontaneous activity
Good sense of humor Thinks up new activities Envied by others
Sincere heart, curious Creative and colorful Apologizes quickly
Holds listeners physically Looks great on the surface Does not hold grudges
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Exaggerates Prefers talk, waste time Undependable, reactive
Egotistical Undisciplined Hates to be a lone
Naïve and gullible Decides by feeling Needs to be center stage
Seems phony to some Priorities out of order Dominates conversations
Weak-will, reactive Forgets obligations Makes excuses
Restless Easily distracted Looks for credit
Always a child Charms other into work
Fearful Confidence fades fast Interrupts, doesn't listen
EXPRESSIVE“the social specialist”
They like the company of other people, not because they like them, but because they need to ʺexpressʺ themselves.
If they don't receive the attention
they need, they can get upset and even ʺdifficultʺ to deal with.
EXPRESSIVE“the social specialist”
They are interested in personal relationships, but these relationships are primarily built with supporters and followers recruited to assist expressive in achieving their personal goals.
EXPRESSIVE“the social specialist”
They can be good people to have at a party, because they are enthusiastic, dramatic and ʺinterestingʺ people to have around.
EXPRESSIVE“the social specialist”
They have a little concern for practical details in present situation.
They base their decisions on their personal opinions and the opinions of the others.
They act quickly. They take risk. They tend to be impatient. They change their mind easily.
EXPRESSIVE“the social specialist”
Warm, approachable and competitive. Consider power and politics as important factors in their
quest for personal rewards and recognition. Focus on the future, directing their time and effort toward
achieving their vision.
EXPRESSIVE
In conflict, they may become emotional, prone to exaggeration and unpredictable. The best way to deal with this is to let them calm
down. Try not to fuel the fire by saying anything
controversial.
EXPRESSIVE SUMMARY
Characteristics: People‐orientated. Most comfortable when the center of attention. Typically positive, emotional, talkative, enthusiastic, and can
be dramatic.
When in conflict: Tend to become unpredictable, emotional.
EXPRESSIVE SUMMARY
Solution to help: Allow them time to gain composure. Ask questions. Engage them to participate in solving the problem.
Basic Need: Recognition
TO INFLUENCE EXPRESSIVES
TO INFLUENCE EXPRESSIVES
Salesperson needs to demonstrate how his/her product will help the customer achieve personal status recognition.
Expressive prefer sales presentations with product demonstration and creative graphics rather than factual statements and technical details.
TO INFLUENCE EXPRESSIVES
NOTE Testimonials from well-known people will appeal to
Expressive need for status recognition. Expressive respond to sales presentations that put them
in the role of innovators.
Primary characteristics (strength)
• Network • Socializer
Motivated by • Applause
Attitude to goals • Goals kill spontaneously
Group rate • Rapport builder
Needs to • Be center of attention
Want to be appreciated for• Contribution• Giving others opportunities
Likes to be rewarded with • Recognition
EXPRESSIVE
Focus on the future Illustrate concepts with
storiesSeek their idea and inputsFocus on the big pictureShow personal interest and
involvementStimulate their creative
impulseCompliment themStress how the Expressive
will stand out from others
Get straight down to business
Do well on detailsBe impatient with side-trips
and creativityNit-pickBee cool and impersonalBe too seriousTalk down to themPut down their enthusiasm
and excitement
When dealing with EXPRESSIVE
DO Don’t
EXPRESSIVES AS SALESPEOPLE
Strengths • See big picture well • Good relationship builders • Strong presenters & persuaders • Confident and don’t look back
Weaknesses • Fail to follow through • Poor focus on details • Can get defensive when challenged • Often unfocused listeners
EXPRESSIVES AS CUSTOMERS
Why we love them! • Decisions are quick. • Easy to spend time with. • Sell themselves.
Why we hate them! • They change their mind a lot. • Get sidetracked easily. • Decision model is hard to pin down.
AMIABLEIDENTIFY & TREAT
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AMIABLE
Personal momentous on wall
Casual or flamboyant dress
Desk placed for open contact with people
Like solitary activities (e.g. reading and individual sports)
Office has friendly and open atmosphere
Picture of family displayed
AMIABLE
Likes other people company. Listens more than talks. Loyal. Personable. Shows patience when dealing with other people.
AMIABLE
They may not be perceived as people ʺwho get things doneʺ because they spend more time developing relationships with others.
They are also unlikely to take risks as they need to have the feeling of security.
AMIABLE”the support specialist”
Pay high attention to close relationships and cooperation.
Achieve their objectives by working with people, developing an atmosphere of mutual respect rather than using power and authority.
Tend to make decisions slowly, building a consensus among people involved in the decision.
Change their opinions reluctantly.
AMIABLE
Detecting Amiable true feelings is not easy, because they avoid conflicts and often say things to please others despite their personal opinions.
Therefore, salespersons should build a personal
relationship with the amiable.
Emotions At Work As a friendS
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Low-key personality Competent and steady Easy to get along with
Quite, but witty Has administrative ability Inoffensive
Calm, cool and collected Avoids conflicts Dry sense of humor
Sympathetic and kind Finds the easy way Has many friends
Patient and well balanced Peaceful and agreeable Pleasant and enjoyable
Easygoing and relaxed Mediates problems Good listener
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Keeps emotions hidden Not goal oriented Stays uninvolved
Unenthusiastic, shy Lacks self motivation Dampens enthusiasm
Indecisive Lazy and careless Resist changes
Too compromising Prefer to be a spectator Indifferent to plans
Self-righteous Hard to get moving Judges others
Fearful, worried Resents being pushed Sarcastic and teasing
Happily reconciled to life Good under pressure
Avoids responsibility Discourage others Stubborn
Has compassion, concern
AMIABLE
Expressive people find them useful, because they are prepared to listen to what they are saying.
Drivers often find them frustrating because they want a straight answer and the amiable can find this difficult to deliver.
AMIABLE SUMMARY
Characteristics: Loyal, personable, and patient. Uncomfortable with risk. Typically non‐confrontational. Dislikes pressure. Enjoy the company of others.
When in conflict: Likely to be ʺpassiveʺ. Perceived as lacking conviction. Uses avoidance to reduce conflict.
AMIABLE SUMMARY
Solution to help: Reassure and support. Confirm commitment.
Basic Need: Security
TO INFLUENCE AMIABLES
TO INFLUENCE AMIABLES
Amiable are particularly interested in receiving guarantees about product performance.
They do not like salesperson that agree to undertake activities and then don not follow through commitments.
Salesperson presentation should stress on product's benefits in term of its effect on the satisfaction of the patients.
Primary characteristics (strength)
• Pacemaker• Bridge builder
Motivated by • Approval
Attitude to goals• Cautious about
commitment
Group rate • Interpersonal
Needs to • Feel included
Want to be appreciated for
• Involvement• Being considerate of others
Likes to be rewarded with • Approval
AMIABLE
Focus on traditionBe flexibleBe easy and informalBe personal and
personableAllow time to feel goodEmphasize a team
approachStress on how the
Amiable can be safe
Push for too much details
Press hard to change things
Hurry themPush for immediate
commitmentBe cool and impersonalConfront themAttackBe dictatorial or
autocratic
When dealing with AMIABLE
DO Don’t
AMIABLES AS SALESPEOPLE
Strengths • Great relationship builders • Strong team sellers • Good listeners
Weaknesses • Slow to action • Conflict adverse • Often hesitant closers
AMIABLES AS CUSTOMERS
Why we love them! • They treat you well • Reward strong follow-up • Loyal
Why we hate them! • Very hard to read • Want to bring everyone into decision • Risk adverse
ANALYTICALIDENTIFY & TREAT
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ANALYTICAL
ANALYTICAL
Analytical people can: Appear unsociable, especially to Amiable and
Expressive. Seem serious and indecisive.
ANALYTICAL
This is because: They need to look at every conceivable angle before they feel
satisfied.
ANALYTICAL
A consequence of this is: They are persistent in their questioning and focus on
detail and facts. Once they have made a decision, they stick with it as
they invariably feel that it is infallible. In conflict, they can ʺwhineʺ, become sarcastic and are
often perceived as negative.
ANALYTICAL SUMMARY
Characteristics: Serious, mull matters over. Can seem indecisive. Persistent, asks lots of questions. Known for heightened attention to detail.
When in conflict: Can resort to whining, sarcastic, negative comments
ANALYTICAL SUMMARY
Solution to help: Keep to the facts. Simply agree with them, listen attentively
Basic Need: To be correct
ANALYTICAL“the technique specialist”
Like facts, principles, and logics. Suspicious about power and personal relationship; they
strive to find a way to carry out a task without resorting to these influence methods.
Make decisions slowly in a deliberate and disciplined manner.
They systematically analyze the facts using the past as an indication of future events.
Emotions At Work As a friendS
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Deep and thoughtful Schedule, detail oriented Makes friends cautiously
Serious and purposeful Orderly and organized Avoids seeking attention
Idealistic Wants things done right Will listen to complaints
Appreciate of beauty Likes charts and figures Deep concern for others
Sensitivity to others Sets high standards Self-sacrificing
Self-sacrificing Persistent and thorough Faithful , devoted, loyal
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Remembers the negatives Not people oriented Lives through others
Enjoy being hurt Hard to please, rigid Holds back affection
Too introspective Too much time planning Moralistic, unforgiving
Depressed, even moody Prefer analysis to action Indecisive
Low self-image Depressed at imperfection Critical of others
Rigid Self-deprecating Antagonistic and vengeful
Conscientious Finishes what he starts
Stuffy Deep need for approval Self-centered
Solves other’s problems
TO INFLUENCE ANALYTICAL
TO INFLUENCE ANALYTICAL
Salespersons Need to use solid, tangible evidence when making presentation
to Analytical.
Sales presentation Should recognize their technical expertise and emphasize long-
term benefits.
They tend to disregard their personal opinions.
TO INFLUENCE ANALYTICAL
Analytical and driver, both like facts and data, but drivers want to know how the facts affect the results.
Analytical and Amiable tend to develop loyalty toward products. For Amiable, the loyalty is based on personal relationship. For Analytical, loyalty is based on their feeling that well-reasoned
decisions do not need to be reexamined.
Primary characteristics (strength)
• Fact finder• Pragmatist
Motivated by • Activity
Attitude to goals• Goals must be met on
time
Group rate • Information provider
Needs to• Be given focus and
direction
Want to be appreciated for• Quality• Sound judgment
Likes to be rewarded with • Responsibility
ANALYTICAL
Focus on past, present and future.
Talk factsFocus on detail and
accuracyBe logical and well
organizedTell them exactly that you
will do & whenAllow time to ponderStress how the Analytical
can be assured of being right
Be vague, inconsistent or illogical
Be intolerant of detailsOverlook the pastRush thingsBe too personalBe overly casualAppear to not be seriousPress for immediate action
When dealing with Analytical
DO Don’t
ANALYTICALS AS SALESPEOPLE
Strengths • Organized, product experts • Handle complexity well • Strong presenters•
Weaknesses • Fail to connect with people • Uncomfortable with quick change • Overly patient closers
ANALYTICALS AS CUSTOMERS
Why we love them! • Loyal, long-term decision makers • Decision model is often out in open • Comfortable with complexity
Why we hate them! • Very slow decisions • Once decided, hard to change them • Interactions can be dull
IDENTIFY CUSTOMER’S SOCIAL STYLE
I want I want
I think I feel
Talking: What they talk about
• States, commands• Direct assertion
• States, commands• Direct assertion
• Enquires• Indirect assertion
• Enquires• Indirect assertion
Talking: the way they talk
• Louder • Uses voice to emphasize points
• Louder • Uses voice to emphasize points• Get easily excited
• Quieter • Does not vary voice much
• Quieter • Does not vary voice much
Talking: tone of speech
Very fast Fast
Moderate Slower
Talking: pace of speech
• Leans forward• Limited or no facial expressions• Intense eye contact• Deliberate movements
• Leans forward• Controlled facial expression• Good eye contact• Lots of gestures
• Leans back• Limited or no facial expressions• Limited eye contact• Limited gesture
• Leans back• Some facial expressions• Good eye contact• Regular gesture
Body Language
• Direct and to the point• Can be outspoken• Formal and businesslike
• Animated, excitable• Can come on too strong• Informal and casual
• Specific and concise• Clear and logical• Formal and bottom line
• Dreamy thoughts• May seem vague• Informal and casual
Communication style
• Can be a poor listener• Wants to control conversation• May interrupt• Likes to summarize
• Listens• Reacts to what you are saying• Talks a lot
• Listens, but may appear as though they are not
• Good listeners• Reacts to what you are doing• Cares
Listening pattern
• Works in priority order• Does several things at once• Intense, driven• Generates ideas
• Unstructured, likes freedom• Lots of people interaction• Makes lists of people to call
and places to go
• Though, attentive to details• Step by step procedures• Concentrates on one thing at a
once
• Easy going, cooperative• Always willing to be of service• Goes with the flow• No strong sense of urgency
Work Style
• Works fast, a whirlwind• Likes changes
• Faster• Bores easily• Moves from one thing to
another
• Methodical• Steady stream of work• Likes a predictable
• Slower, rarely in a hurry• Needs time to change• Dislikes pressure
Work Pace
PUT YOURSELF IN THE SHOE OF YOUR CUSTOMER
Power Popularity
Perfection Peace
Wants
• Being taken advantage of• Loss of control
• Being bored• Rejection
• Being criticized• Quick decisions
• Being alone• Loss of security
Fears
Working Together
• Is energized• Will become assertive• Seeks control
• Rises to the challenge at first, but may get stressed
• May flip to the dark side
• Gets over focused on details• May withdraw
• Worries, so try to avoid hassle• Keep head down, chats to mate• Seek chocolate
Under Stress
Working Under Stress
• Will become autocratic• Will become offensive or
sarcastic
• Will withdraw • Will submit
Under Extreme Stress
Working Under Extreme Stress
DEALING WITH DIFFERENT CUSTOMER’S SOCIAL STYLE
Causes of Conflict
Priorities
Priorities
Pace
Pace and priorities
Pace
VERSATILITY
VERSATILITY
The degree to which a person is perceived as helping others to feel comfortable.
LOW VERSATILITY
1. Has limited desire to adapt to meet the needs of others.2. Prefers to do things for own reasons.3. Uses position power rather than personal power.4. Is predictable in actions.5. Lacks sensitivity to differences between people.6. Runs the risk of making other people uncomfortable.
HIGH VERSATILITY
1. Adapts to meet the needs of others.2. Attempts to do things for other’s reasons.3. Uses personal power.4. Appears unpredictable at times.5. Asks the question: what can I do to make the other person
comfortable with me?
TEAMWORK
In the ideal team each style should be represented. Each style contributes to the teams result and success. The weaknesses within each style are compensated for
the strengths of the other styles
Discipline
Goal orientation
Clarity
Ideas
Spirit
Enthusiasm
Atmosphere
Coordination
Conflict resolution
Research
Analysis
Documentation
So what might happen in a team where only one style is represented?
Infighting
No communication
No teamwork
Lots of noise
Fun
Never-ending ideas
All fall in love
Get married
Documents
Discussions
No decisions
THANK YOU
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