Sales and Behavioural styles

We need to understand our existing and potential customers… we can do this by segmenting them into two groups

• With money and without money

• inexperienced and experienced

• Sales and non-sales

• Knows everything and doesn't want help

How does a Inexperienced enquirer feel when they enquire at your facility?

• Anxious

• Confident

• Apprehensive

• Analytical

How does an Experienced enquirer feel when they enquire at your facility?

• Intimidated

• Apprehensive

• Aware

• Prepared

Describe an ‘inexperienced’ enquirer?

• Potentially never been to a member / customer before
• Not used service for a long time…if at all.

• Potentially a customer of another store / facility/ club at the moment

• Uses the service regularly

Why is Behavioural Style Analysis a great skill to have

• Helps us to better understand and communicate with our members

• Helps us to better understand and communicate with our dog

• Helps us to better understand and communicate with our gold fish

• Helps us to better understand and communicate with our prospective members

They are more inclined to move quickly, speak quickly and make decisions quickly - Some people are more              

(a)  

They would prefer to get to know someone by meeting them in a more formal way and are less comfortable approaching strangers unless introduced. Some people are more            Task Orientated … and some are

(a)  

Who am I? §Likes to talk about family, friends and other personal information

§ Gains security through close relationships

§ Needs to know how their purchase will affect their personal circumstances

§ Likes you to be ‘Pleasant’

§ Is irritated by insensitivity and impatience

§ Fears and dislikes confrontation

§ Decisions are considered based on YOU!

• Crystal Waters

• Car salesman - Bob

• Relator

• Relative

Who am I? §Prefers talking about the ‘business’ at hand as opposed to making small talk

§ Gains security through preparation

§ Needs to know how they will justify their purchase logically and how it works

§ Likes you to be ‘Precise’

§ Is irritated by surprises and unpredictability

§ Fears and dislikes embarrassment

§ Decisions are deliberate based on fact and information provided

• Bob the Builder

• Taylor Swift

• Thinker

• Tinkerbell

Your initial identification will come from an analysis and observation of

• Fast, slow, cap

• Fast, language, lector

• Speech, Prada, teacher

• Pace, appearance, speech