chapter 5 (sales)

important to a salesperson

- Acting on generalities, regardless of gender, can kill a sale more quickly than anything else. - Read their environment:

Read their environment (important to a salesperson)

- it will help predict behaviors, wants and needs. Examples? o If you assume you know something about somebody - you make the biggest fundamental mistake a seller can make o Regardless to what your perception is - it can kill a sell quickly o You don't know until you know o If you want to begin conversation with someone, no matter their personality type, you can read the environment look around and see what they like to talk about

analytical (slideshow notes)

-Cautious in decisions and action -Likes organization and structure -Dislikes involvement -Asks specific questions -Prefers objective, task-oriented, intellectual work -Wants to be right, so collects much data -Works slowly, precisely, and alone -Has good problem-solving skills

driver (slideshow notes)

-Decisive in action and decision making -Likes control; dislikes inaction -Prefers maximum freedom to manage self and others -Cool, independent, and competitive with others -Low tolerance for feelings, attitudes, and advice of others -Works quickly and impressively alone -Has good administrative skills

Does gender make a difference in buying style?

-Mainly if you prejudge *Shouldn't do this at all/ don't know them until you get to know them - No proven significant differences between men and women in how smart they work, in how hard they work or in how well they perform. - Women tend to have higher levels of contingent reward or behaviors in which a leader rewards follower for the completion of tasks

amiable (slideshow notes)

-Slow in making decisions or taking actions -Likes close, personal relationships -Dislikes interpersonal conflict Supports and actively listens to others -Weak in goal setting and self-direction -Seeks security and identification with a group -Has good counseling and listening skills

expressive (slideshow notes)

-Spontaneous actions and decisions -Likes involvement -Exaggerates and generalizes -Tends to dream and get others caught up in those dreams -Jumps from one activity to another -Works quickly and excitedly with others -Seeks esteem and group identification -Has good persuasive skills

why are social styles important?

-need to develop different strategy for the persons personality -The emphasis in studying behavioral style characteristics is on surface behavior, not on in-depth personality analysis -Human behavior is predictable because 90% of our actions are controlled by habits and attitudes -Psychological reciprocity -Pace and Priorities -gender difference?

Low in Assertiveness

= amiable/ analytical

drivers

= control specialists -WHAT

High in Assertiveness

= driver/ expressive

High in Responsiveness

= expressive/ amiable

expressive

= social specialists -WHO

amiable

= support specialists -WHY

Low in Responsiveness

=analytical/ driver

analytical

=technical specialists

neuro linguistic programming (NLP)

A related tool for communication is ______ ___________ ___________, which uses observation of eye cues and typical predicate words to discover the particular perceptual field a person is using at a given time

Expressive

I like competent, imaginative people to help me. Be future oriented, NEW is good especially if it benefits me and my company. Be excited! - everything is big, they are excited, drama folks - They like the big picture - How will it impact their own world- not just the people around them but will it help them and their company - They like to talk about it, they tend to exaggerate - make the most out of every moment they got - Sales people like to deal with them because they know what they are feeling

conflict

Imagine that you're a driver trying to sell to an amiable. ________ is bound to happen.

thinking; social style

Knowledge of behavioral styles is a useful tool for gaining insight into the ________ of buyers. The model uses assertiveness and responsiveness dimensions of behavior to assess an individual's _______ ________

Are Social/Behavioral Styles Perfect?

NO → its a guide to help you understand others -Generally This is a way to develop empathy for your client and to see things from their side of the table

adopt; common ground

Never attempt to ______ a style that is an insincere imitation of the prospect. Take the lead in finding ___________ ___________ with the prospect. Practice and use psychological reciprocity

versatility

Person's willingness to control personal behavior patterns and adapt to other people as a means of reducing the possibility of ineffective communication -When meeting with an analytical, expressive salesperson can talk less, listen more, and focus on facts.

behavioral cues

Recognizing typical ___________ _______ makes it possible to classify people quickly into 1 of 4 basic personality styles: driver, expressive, amiable, or analytical

Amiable

Show concern for me and my problems. Dislike conflict, offer testimonials. - concerned about you and your problems. How their decision is going to impact those around them - Nicest people in the world - Tend to be emotional - Hard to get these folks to make a decision - They don't want to tell you no - ask to keep product on hold - MOST DIFFICULT TO SALE TO - they do not want to say no

Drivers

Show me bottom-line results. Efficient, no chit-chat. Get to the point. - want the bottom line, do not want the story, wants to know the end (last chapter of the book) - Biggest thing is what is the point - SELLERS WANT TO WORK WITH them- love working with because they know where you stand pretty much any part of the time - "no move on"

Analytical (strengths)

Strengths: - Industrious - Persistent - Serious - Vigilant - Orderly

Drivers (strengths)

Strengths: - determined - thorough - decisive - efficient - pragmatic

Expressive (strengths)

Strengths: - personable - stimulating - enthusiastic - dramatic - Gregarious

Amiable (strengths)

Strengths: - supportive - respectful - wiling - dependable - agreeable

reciprocate

Strive for Phycological Reciprocity: as a salesperson you make the initial attempt to get into the clients world. -The person is then challenged to move toward you: to _________

Physiological Reciprocity

Strive for ____________ ____________: as a salesperson you make the initial attempt to get into the clients world.

feeling

The amiable or _________ function of personal and emotional reaction to experience

thinking

The analytical or _________ function of organizing and analyzing information in a logical fashion

sensing

The driver or _________ function of taking in here-and-now sensory information and reacting to it

Amiable (weaknesses)

Weaknesses: - Conformist - Reserved - pliable - dependent - unsure

Analytical (weaknesses)

Weaknesses: - Critical - Indecisive - Stuffy - Picky - Moralistic

Drivers (weaknesses)

Weaknesses: - Pushy - severe - tough-minded - dominating - harsh

Expressive (weaknesses)

Weaknesses: - manipulative - excitable - undisciplined - reacting - egotistical

Analytical

What I need are practical suggestions. Facts and logic...do the task. - they love numbers, they want to know what results they will achieve, love data (Data heads) - Do not make decisions quickly - Never forget - They are really good at making the right decision because they hate to make the wrong one - They don't want the story, they want the facts

listen (3 ways 1. intuition= heart/ 2. eyes/ 3. ears)

What is the top #1 skill a seller should have?

subconsciously (attributes of behavior)

When you meet someone for the first time, your mind _____________ reacts to two main characteristics: assertiveness and responsiveness

analytical (test like question)

Which social style is cautious in decisions, facts and logic, data, like structure, asks specific questions, task-oriented, works slowly and precisely, ?

driver (test like question)

Which social style is independent, like control, works quickly, administrative skills, get to the point, efficient, and likes bottom-line results?

amiable (test like question)

Which social style is slow at making decisions, like personal relationships, dislikes conflict, good listening skills, and are the nicest people you will meet?

expressive (test like question)

Which social style is spontaneous, works quickly with others, likes involvement,exaggerates, perfer imaginative people to help and future-oriented/new ?

gender; adjust

_________ differences require diverse ways of thinking and using our behavioral relationships. _________ to different ---- styles to enhance communication

analyticals (don't)

___________ does NOT like to be wrong -Won't buy until they know analytical facts about product -Keep analyzing/ shopping until all questions are answered

Versatility

___________ is your ability to adjust your own personal pace and priorities to facilitate interaction with a person of another style

Analytical (technical specialists)

ask and control -HOW

Amiable (support specialists)

ask and emote (emotion)

(when there is conflict....) expressive

attacks verbally

theory of personality

based on four functions: intuition, thinking, feeling and sensing.

(when there is conflict....) driver

becomes overbearing, pushy, dictational

(when there is conflict....) amiable

generally submits in order to avoid conflict at all costs but experiences resentment and distrust

Contingent reward behavior

has been identifies as a predictor of effectiveness, which would suggest that women possess a leadership advantage in some cases

pace and priories (social styles are important)

how fast do they make decisions, how competitive are they, how emotional are they? - The pace at which we present is very important - depends on whether or not you will make a deal - The best sales people tend to mirror behavior - we work with our clients to give them the best we can give them in the time we have - pace and priority

Psychological reciprocity (social styles are important)

if we play to their style, they will try to adapt more to ours. Can we meet in the middle? - THE BEST SELLERS TEND TO BE ABLE TO ADJUST THEIR SELLING STYLE TO THE BUYERS BUYING STYLE. - As we work with someone over time we notice our styles become more and more alike - this is reciprocity - Ex: if I am an amiable selling to a driver - those are two vastly different characteristics types - over time each personality mesh together - Typically, won't meet in the middle but learn how to work together - Each of us gives a little bit until we learn how to work with each other and make it work

Non-Responsive individuals

largely indifferent to the feelings of others, reserved, and no-nonsense in attitude

Acting on generalities, regardless of gender, can kill a sale more quickly than anything else. (important to a salesperson)

o Know not technically for test purposes but for life

drivers (as a buyer)

open in results-oriented terms

amiable (as a buyer)

open in supportive, people-oriented terms

expressive (as a buyer)

open in terms of long-range goals or implications

analytical (as a buyer)

open in very specific terms

Expressive and drivers (high in assertiveness -interactions of styles)

prefer fast pace conversation, deliberation, and problem solving

Analytical and amiables (Low in assertiveness -interactions of styles)

prefer slow pace

expressive and amiables (high in responsiveness-interactions of styles)

put relationships in first place.

analytical and drivers (low in responsiveness-interactions of styles)

put tasks at the top of their priority list

assertiveness (attributes of behavior)

represents the effort a person makes to influence or control the thoughts and actions of others

Non-assertive people

seen as cooperative, silent, and slow to act, and they are located at the asking end of the axis.

Responsive Individuals

strongly people-oriented, concerned about relationships and subjective.

Assertive people

take a stand and make their position clear to others. They are ambitious, competitive, and quick to take action and express strong opinions, they are located on the telling end of the social style axis

Drivers (control specialists)

tell and control

Expressive (social specialists)

tell and emote (emotion)

intuitive

the expressive or _________ function of imagination and abstract thought

behavioral flexibility or versatility (versatility as a communication tool)

the willingness to try behaviors not necessarily characteristic of your style

drivers (for a seller)

who do sellers want to work them because they know where they stand pretty much any part of the time?

amiable (for a seller)

who is the most difficult social style/ buyer behavior to sale to because they do not want to say no?

responsiveness (attributes of behavior)

willingness with which a person outwardly shares feelings or emotions and develops relationships

(when there is conflict....) analytical

withdraws (flight rather than fight)

social styles

you have one of these as a backup style and one that's predominant

Low in Responsiveness (attributes of behavior)

§ Formal and proper § Fact-oriented § Guarded, cool, and aloof § Disciplined about time § Seldom makes gestures § Controlled body language

Low in Assertiveness (attributes of behavior)

§ Introverted § Supportive, team player § Easy going § Avoids taking risks § Good listener § Reserved in their opinions

High in Responsiveness (attributes of behavior)

§ Relaxed and warm § Open and approachable § Dramatic and animated § Flexible about time § Oriented toward relationships and feelings

High in Assertiveness (attributes of behavior)

§ Risk taker § Swift in decision making § Willing to confront others § Very competitive § Take-charge attitude § Expresses opinions