0 personal styles understand personal styles apply to your customer

1

Personal Styles

Understand personal styles

Apply to your Customer

2

Relationship building

Key elements:

Identifying styles

Tailoring approach

Interpersonal ingredient of the sell

3

Relationship building Sales skills

Develop strong, trusting relationships with customers

Takes advantage of close relationships to maximize sales

Develops relationships to enable increase performance versus targets

Establishes rapport

Gets to know customer step by step

Remembers things about individuals and customers

4

Benefit of relationship with the Customer

Relationship with Customer Importance of price, quality, etc

5

Personal style – key considerations

No right/wrong style

Understanding the strengths & leverage points

Situations that can cause change to a style

Customer / Self style understanding

6

Exercise: Identify your and your Customer’s style

Individually fill out templates:

– “Identify your style” - to picture yourself. Of each of the pairs of statements, tick the one that describes most clearly your behaviour - only tick one box per pair

– “Identify your Customer’s style”- picture your customer in your head. Of each of the pairs of statements, tick the one that describes most clearly their behaviour - only tick one box per pair.

Plot results of identifying your own and Customer’s style on the “Personal style matrix” sheet.

*…..

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Identifying your stylePicture yourself. Of each of the pairs of statements, tick the one that describes most clearly your behavior - only tick one box per pair

Are you more:

Bold

Talkative

Confronting

Active

Challenging

Assertive

Take Charge

Dominant

Retiring

Quiet

Supporting

Thoughtful

Accepting

Hesitant

Go along

Easygoing

Forceful

Intensive

Subtle

Relaxed

*

or

or

or

or

or

or

or

or

or

or

Are you more:

Outgoing

People person

Feeling

Close

Responsive

Impulsive

Spontaneous

Informal

Reserved

Quiet

Thinking

Distant

Methodical

Self controlled

Disciplined

Formal

Warm

Dramatic

Cool

Matter of fact

*

or

or

or

or

or

or

or

or

or

or

This score corresponds to the horizontal axis overleaf This score corresponds to the vertical axis overleaf

*Total number of ticks in this column only

8

Identifying your Customer’s stylePicture your Customer. Of each of the pairs of statements, tick the one that describes most clearly their behavior - only tick one box per pair

Is your Customer more:

Bold

Talkative

Confronting

Active

Challenging

Assertive

Take Charge

Dominant

Retiring

Quiet

Supporting

Thoughtful

Accepting

Hesitant

Go along

Easygoing

Forceful

Intensive

Subtle

Relaxed

*

or

or

or

or

or

or

or

or

or

or

Is your Customer more:

Outgoing

People person

Feeling

Close

Responsive

Impulsive

Spontaneous

Informal

Reserved

Quiet

Thinking

Distant

Methodical

Self controlled

Disciplined

Formal

Warm

Dramatic

Cool

Matter of fact

*

or

or

or

or

or

or

or

or

or

or

This score corresponds to the horizontal axis overleaf This score corresponds to the vertical axis overleaf

*Total number of ticks in this column only

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Personal style matrix

Vertical axis

Horizontal axis

0

1

2

3

4

5

6

7

8

9

0 1 2 3 4 6 7 8 9 10

10

PowerPower

ConceptualConceptual SocialSocial

SecuritySecurity

10

Personal styles Tool

IdeasOrientated

AnalyticalOrientated

ResultsOrientated

PeopleOrientated

Conceptual Security Power Social

11

Personal styles

IdeasOrientated

Conceptual

Creative style

Passionate / Belief

Enthusiastic & Energetic

Knowledge / Understanding

Innovative

Visual senses

Looking for the ‘new’ news

Get them involved in the creative thinking

Respond to/influence:

Short attention span

Always looking for a

different/better way

Not interested in detail

Implementation

Keeping them interested

Watch outs:Key characteristics:

Ideas Orientated

Like to see the big picture

Like visual aids

Like to be creative

Look to raise the bar

Demands excellence

Developing their business

12

Personal styles

AnalyticalOrientated

Security

Patience

Needs time to think through

Don’t like surprises – keep them informed throughout

Don’t like change / controversy – reasoned argument

Risk reduced - backed by data

Decision making can be slow – allow buffer time

Sales person’s availability and support


Decision making can be slow

Don’t perform well under pressure

Be clear on decision making process and

Key decision makers

Ensure solutions presented are factually backed

Reduce the risks involved


Data / Analytical Orientated

Thorough & detailed

Enjoy detail

Well considered decisions

Logical & structured

Fact based decisions

13

Personal styles

ResultsOrientated

Power

Bottom line presentation

Facts/figures to hand

Efficient time management

Business focus not the personal pleasantries

Make it look like his/her idea

Clear & concise

Ego massage

Make customer look good in their organization

Ceremony and status


Aggressive / Authoritative

Bullying tactics

Don’t waffle!!

Don’t overload with detail


Results orientated

Wants to know bottom line

Fast summaries / key points

Ego /Self focused

‘Make me look good’

Know where you stand

Will make decisions & and make it happen

14

Personal styles

PeopleOrientated

Social

Status Quo (do not like change – offer strong rationale)

Show an interest in them personally

Entertainment and hospitality

Invite to events


Poor implementation of decisions

Not that disciplined

Relationships with other suppliers – very loyal

Tries to keep everyone happy

Avoids conflict situations

Plays relationship card in difficult situations


People Orientated

Informal communication

One to one discussions

Like to get to know you

Personal & business interest

Hospitality & Entertainment

Style implications for you as a seller

15

• Slow down, listen and question more.• Be flexible in your style and approach.• Think before speaking to ensure the

message is relevant.

• Balance business and personal relationships.

• Don’t take things personally or at face value.

• Make a conscious effort to add “texture”.• Manage time to focus on delivery and not

just content preparation time.• Question with interest rather than

interrogate with intensity.• Manage the unexpected in the

moment.• Use the quantity of information

the customer wants.

• Be patient and let the customer speak.

• Do not replace content with creativity, balance it.

• Consider the impact on the longer term relationship.

• Use the power of the Nestlé team.

• Inject pace to accelerate the close.• Do not ignore objections, resolve them.• Hold the customer to their commitments.

• Manage the distractions to keep focussed.• Put the time into preparation• Implement with rigour and discipline.

© The Quantic Group 2012 SP|TQG|PM|Nestlé|10165|PD (KB)

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Key messages

Flexibility – there is no right or wrong style

Understand your customer and your own personal style

Adapt your presentation style and approach appropriately to the identified style – do you have a tailored approach by customer?

Don’t assume everyone likes to do business the way you do

Focus on the leverage points of the Personal Styles model to give you a competitive edge

Overlay customer styles throughout the sales process

Style check – are you making positive impact?

0 personal styles understand personal styles apply to your customer

Documents

customer slide

style customer self

customers style picture

rightwrong style

customer relationship

sell slide

personal style matrix

customer step