WorksheetsSales and Behavioural styles
Total questions: 10
Worksheet time: 7mins
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?
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
