Chapter 5

Behavior Style in Selling: 4 basic concepts underlie the behavioral styles communication model

1. A style is an overall approach used to receive and sen messages. It consists of verbal, nonverbal, and behavior elements. everyone uses a blend of the driver, expressive, amiable and analytical styles, although each person has a favorite style that is used more often than others. 2. Every person operates the majority of the time from a favorite style. This is the primary style Everyon also has a secondary or back up style that may replace or modify the primary style 3. because style is reflected in behavior, you can identify someone else's primary style by overdoing behavioral clues. These clues include use of time, manner of speech, typical reaction to others, and approach to job performance. 4. People respond favorably to a style that tis similar or complementary to their own primary and back up styles. the n a sales person' style is too different from the top th prospect, the resulting style conflict can be disastrous to the outcome of the transaction. What is said is often much less important than how it is said.

People use 4 style sot deal with th eworld

1. The driver or sensing function of taking in here' and now' sensory information and reacting to it 2. the Expressive or intuitive function of imagining and abstracting thought 3. amiable or feeling function of personal and emotion reactions to experiences 4. The analytical or thinking function of organizing and analyzing information in a logical fashion * they are genetically determined and are seen in infants but people will have the tendency to withch form one pattern to another as their mood, nature or purpose of the purchase changes

identifying pace and priority:

1. how fast does the person make decisions and get things done? 2. how competitive is the perosn? -is the person competitive in a conversation; - does the person fight for air time in a meeting? 3. How much feeling is displayed is displayed in a verbal and nonverbal communication? - how often odes the person some? -Do they gesture broadly?

ppt Important to you as a salesperson and as a person!

Acting on generalities or stereotypes regardless of gender, can kill a sale more quickly than anything else. YOU DON'T KNOW UNTIL YOU KNOW. NEVER, EVER ASSUME. Read their environment: it will help predict behaviors, wants and needs. Examples? styles is a way to develop empathy for your client and to see things from their side of the table

Social style profile

Analytical "how" - non responsive (controlled) - non assertive (asking) Driver "what" - non responsive (controlled) - Assertive (telling Expressive "who" - Responsive (emotional) - Assertive (telling) Amiable "why" - Responsive emotional) - Non assertive (asking)

Social Style sstrengts and weaknesses

Analytical: Controls & asks + industrious; persistent; serious; vigilant; orderly - critical indecisive stuffy picky moralistic Driver: Controls & tells + determined; through; decisive; efficient; pragmatic - pushy; servere; tough-minded; dominating; harsh Amiable: Asks & Emotes +Supportive; Respective; Willing; Dependable; Agreeable - Conformist; Reserved; Pliable; Dependent; Unsure Expressive: Tells & Emotes + personable StimulatingEnthusiastic; dramatic; gregarious - manipulative ; excitable; undisciplined; reacting; egotistical

ppt So which one are you? analytical drivers amiables expressive

Analyticals; What I need are practical suggestions. Facts and logic...do the task. HOW - facts & data, no t like the story; how is this going to impact my spread sheet; practical suggestions; take their time Drivers: Show me bottom-line results. Efficient, no chit-chat. Get to the point. WHAT - bottom line results; no bs; what's in if or me; get it done type of people Amiables: Show concern for me and my problems. Dislike conflict, offer testamonials. WHY - kindest, sweetest; cares about everyone's problems bc they care about them. Expressives: I like competent, imaginative people to help me. Be future oriented, NEW is good especially if it benefits me and my company. Be excited! WHO - Everything is BIG; nothing half way; execrate; creative

The Analytical

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 Don't like to be wrong! don't miss anything; work alone

ppt: the driver

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 inaction drives them crazy low toerlance for other's feelings; get her done; quickly and impressively alone

ppt why is style so important?

Imagine that you're a driver trying to sell to an amiable. Conflict is bound to happen. Psychological reciprocity: if we play to their style, they will try to adapt more to ours. Can we meet in the middle? we will meet in the middle to understand each other Pace and priorities are important: how fast do they make decisions, how competitive are they, how emotional are they? Does gender make a difference in buying style? ** Everything makes a difference in buying style! ** until i don't know - never assume anything!

Identifying modes of perception

NPL is based on recognizing then appealing to the dominate modes of perception use day another person. we al use e these modes to map reality and build a model of what the world is like. nlp is the science of how th brain learns. auditory visual kinesthetic

for male sales people speaking with female prospects:

Report talk vs rapport tal. Make bonding through storytelling and anecdotes is fine; in general, when talking to some, make sure you ask about their work, families and they passions os that you can ncnnect over a share topic of interest Stop interrupting. men interrupt women more often than other men. this is a good way to lose a sale. Learn to listen fell the sale. There is more to selling than numbers. women are often more interested in emotional satisfaction, so in the same way that you do with all personality types, make sure you mix in the right amount of acts with emotion s to find th perfect combination Control your language. Regardless o fwehre you live, neve ruse the words "hone" " dear" or sweetie even thought see words are fairly common in some areas, such language might be offensive to some people

Amiable

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 Hard to sell too bc they are so nice that they don't want to tell you no; slow at making decisions; not goal or action oriented. Listening is great;

Expressive

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 Drama ; dram ; gracious terms; lots of fun and persuasive; it's hard to be put down; but they're having fun

pshycolongicla reciprocity

as a sales person you make the initial attempt to get into a clients world. The person is then challenged to move towards you, to reciprocate. and you connect . rapport is established much quicker

Analyticals

ask and control, they are low in assertiveness and responsiveness. They are highly task oriented but often that style with low assertiveness. They ask rather than direct. technical specialist, combining personal reserve and emotional control want to know how things work need tim not assess and assimilate product info is crucial analytical don't say much highly logical, organized and unsentimental fact oriented value accuracy cut through untested ideas and emotional fervor to find the core truth value in executing logical, painstaking and priftabl projects overly cautions and consecrative emphasis deliberation over action may fear taking risk more concerned with being right than with seizing opportunities

amaible

ask and emote; are low in assertiveness and hight in responsiveness. They rely on personal feeling approach to get things done They are support specialists, combing personal reserve and emotional expression submissive people oriented go along wit proud perspective and observant concerned with whether they like you, trust you can picture a long term positive relationship with you more concerned with process of interaction rather than with th eocntent of the matter at hand emotional and belonging is important show them you are a team player

The willing ness to try behaviors not necessarily charastics or your style is called

behavioral lexicality or versatility

Each person has primary communicating style that is

blended by a secondary stye they shape others' perception of you and filter your perception so other people

aspects of a face to face interview often require the need for you to stay versatile, responsible and willing to adapt and change to fit each situation

comfort: does th prospect seem nervous or edgy? tension: is there tension or general discomfort? prospect assertiveness in asking questions: does the prospect provide you with more ammo by asking questions the may reveal a way to sell them? Prospect responsiveness to your presentation: is the prospect with you or do they seem to be preoccupied? level openness: is the prospect sharing pertinent information that will help you better discover to serve his needs?

Low responsiveness

formal and proper fact oriented guarded, cool and aloof disciplined about time seldom makes gestures controlled body language

ppt Psychological reciprocity:

if we play to their style, they will try to adapt more to ours. Can we meet in the middle to understand each other.

low in assertiveness

introverted supportive; a team player easy going avoid s taking risk good listener reserved in their opinions

Attributes of behavior: Responsiveness

is the willingness iwht with a person outwardly shares feelings or emotions and develops relationships

visual

learn and receive through sight "seeing is believing" they form mental picture os of their experiences as a means of interpretation "i see what you mean" "I'm in a fog" do you ge the picture responds bst thoguht picutres videos graphs diagrams and illustrations

autority

learn quicker by hearing: "i hear what you're saying" it sounds good too me" "I'm hearing" ways to reach this style of learners are to use webcasts, pod casts and discussion groups

The interactions of styles: Pace is th speed at which a person prefers to move

low in assertiveness (analytical and amiable) prefer a slow pace high in assertiveness ( drivers and expressive) prefer a fast pace in conversation, deliberation and problem solving

the interaction styles: priorities concern what person considers important an tend to be related to the demnsion of resonsivness

low responsiveness put tasks at the top of their priority list high in responsiveness put relationships in first place

high in responsiveness

relaxed and warm open and approachable flexible about time oriented toward relationship sand feelings

high in assertiveness

risk taker swift in decision making willing to confront others very competitive taking charge attitude expresses opinions

Kinesthetic.

smaller number of people perceive the word through touch(gustatory (tate) and olfactory (smell)) demonstrations, surveys, websites, or games

For female sales people speaking with male prospects

speaking confidently and clearly it has been establish that men will interrupt women especially if they sound tentative or unsure feed them data. Men love facts. let them know you have done your homework. Remain enthusiastic; just rein it in a bit Practice your humor. Women tend to use humor less than men. Been funny at the right moment is important watch your language. Consider steering clear of overtly feminine vocabulary when presenting to emit. Worlds like lovely charming or adorable might not resonate with a male audience at the same time, don't try to sound like am an by speaking more abruptly than you normally do or using foul language.

When a behavior style is used median moderation it is a

strenght

The emphasis in studying behavioral style characteristics is on a

surface behavior, not on an in depth personal analysis. Human behavior is predictable bc 90% of our actions are controlled by habit and attitudes . The social style does not describe a person's complete personality but it describes the basic attributes or characteristics of behavior: assertiveness and responsiveness.

Drivers

tell and control high assertiveness; low responsiveness they control by telling them what to do and control themselves by remains objective task oriented and combined personal power and emotional control in relationships with others. They're control specialists minimal concern of r the feelings of others pride themselves on getting things done and making things happen

Expressive

tell and emote. high assertive but high emotional responsiveness. They attempt to tell people what to do but place more emphasis on their relationships iwht people than they do on the tsk itself; they're social specialist let them sell themselves ; testimonials originality; ability to see big picture self image as visionaries and idea people e focus on opinions hunches or intuition rather on facts delegate details to others love risk taking product as "sure bet Intuition driven

Attributes of behavior:Assertiveness represents

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

important clues to a client's style are in

the environment verbal and nonverbal actions

The better you understand personality types

the more successful you will be in communicating with the various people you meet.

Neurolinguistic programming

the primary focus is to pinpoint styles by eye movement exercises designed to ascertain whether one is visual, auditory or kinesthetic it looks at how people create the results they want

ppt The pace at which you speak in large measure is determined by the person who we're speaking with-

they they're in a hurry we speed up! (mirrior to what they want)

A second dimension to this model comes into play when you are

under stress.

when a behavior style is over used it becomes a

weakness and leads to ineffective communication

Social Style Flexing

which amounts to being versatile enough to adjust your own person apace and priority sot faciltiieat interaction with a person of style. This "felt' can only be accomplished through a good understanding of the 4 styles

Versatility is a person's

willingness to control personal vehaviro patterns and adapt ott her people as a means of reducing the possibility to ineffective eommuncaition. need to learn how to read the behavior patterns of each prospect so you can communicate exchange information and close a sale easier