Adaptive Selling - Social Style Matrix

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ADAPTIVE SELLING

Transcript of Adaptive Selling - Social Style Matrix

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ADAPTIVE SELLING

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ADAPTIVE SELLING

Although all channels of advertising are considered less expensive in comparison with personal selling, but personal selling is the most effective marketing communication medium because it allows salespeople to tailor their presentation to each customer.

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ADAPTIVE SELLING

Salespeople can ask questions to determine the customer's needs and make a presentation to show how their products can satisfy these needs.

By listening and observing nonverbal body language, salespeople can know when the presentation is going out of track and change their approach at the spot.

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ADAPTIVE SELLING

Effective salesperson takes advantage of this opportunity.

They use their knowledge of the customer's buying motives and use their communication skills to learn more about their customers in order to select effective sales strategies.

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ADAPTIVE SELLING

For example; Advertising agencies are concerned in delivering the

same advertising campaign to all customers. The message in the campaign may work for the

typical customers, but lot of customers will have different needs and will not be influenced by the message.

It may take months for an advertising manager to recognize and change a campaign that is not effective.

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TYPES OF PRESENTATION

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TYPES OF PRESENTATIONS

Three types of presentation salespersons can use:1. The standard memorized presentation2. The outlined presentation3. The customized presentation

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THE STANDARD MEMORIZED PRESENTATION

It is also called canned presentation. The salesperson presents the same

selling points in the same order to the all customers in a completely memorized sales presentation.

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THE STANDARD MEMORIZED PRESENTATION

Many companies insist that their salespersons should memorize the presentation and deliver it word for word; others believe that the salespersons should be free to make some adjustments.

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THE STANDARD MEMORIZED PRESENTATION

Advantages1. It ensures that the salesperson will provide complete

and accurate information about the product.2. It brings the new salesperson to speed quickly and

gives him confidence.

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THE STANDARD MEMORIZED PRESENTATION

Disadvantages The effectiveness of the standard memorized

presentation is limited because it offers no opportunity for the salesperson to tailor the presentation to the specific needs of the customer.

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THE OUTLINED PRESENTATION

It is a prearranged presentation which lists the most important selling points to discuss when calling on a customer.

The outlined presentation has:1. Standard introduction.2. Standard answers to the most common questions

raised by the customer.3. Standard method for gaining commitment.

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THE OUTLINED PRESENTATION

An outlined presentation can be very effective because it is well organized.

Since it provides more opportunity for the customer to participate in the sales interaction and permit some flexibility in the approach used to present the key points.

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THE CUSTOMIZED PRESENTATION

It is a presentation based on detailed analysis of the customer's needs. To develop the customized presentation, the salesperson may get the customer to agree to a need analysis.

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THE CUSTOMIZED PRESENTATION

This type of presentation offers an opportunity to use the communication principles to discover the customer's needs and problems and propose the most effective solution for satisfying those needs.

The customized presentation builds customer's respect for the salesperson and his/her company since customers recognize the salesperson as a professional who help in solving problems, not just sell products.

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THE CUSTOMIZED PRESENTATION

NOTEEach of the presentation types involves different level of skills and flexibility.

Standard memorized presentation can be delivered by unskilled salesperson with little training

On the other hand, the customized presentation require highly skilled salespersons who can analyze the customer's needs.

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ADAPTIVE SELLING AND SALES SUCCESS

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Do you act differently when living on a campus compared to living at home?

How do you change your behavior when you go home for school break?

How do you behave when you go to a restaurant with friends? With your parents? Why do you behave this way in each situation?

WHY ADAPTIVE?

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ADAPTIVE SELLING AND SALES SUCCESS

Salespersons practice adaptive selling when they use different sales presentations to different customers. They alter their sales presentation techniques during

sales calls based on the nature of the sales situation.

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ADAPTIVE SELLING AND SALES SUCCESS

An extreme example of non-adaptive selling is using the standard memorized presentation, since the same presentation is used for all customers.

At other extreme, The customized presentation since the presentation is tailored to the specific needs of the customer.

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KNOWLEDGE AND ADAPTIVE SELLING

A key ingredient in effective selling is knowledge. salespeople need to know about:1. The product they are selling2. The company they work for3. The customer they will be selling to and other products

they are competing with.

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KNOWLEDGE AND ADAPTIVE SELLING

Knowledge enables the salesperson to: Build self-confidence. Gain the buyer's trust. Satisfy the customer needs and practice adaptive

selling.

Customers today demand information about the products they buy and seek the advice of salespersons.

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HOW TO USE THIS?

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DETERMINE YOUR OWN STYLE:

Review the descriptions of each style and classify yourself. Ask trusted others for their opinions. Remember, you are looking for your “base” style. So, that

doesn’t mean under certain conditions you won’t act in one of the other roles, but it means you are trying to determine the style you most naturally fall into.

Once you have identified yourself, you can review the information concerning this style’s strengths and weaknesses and factor those into your approach.

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DETERMINE YOUR CUSTOMER’S STYLE:

As you get to know your customers, make yourself aware of where you believe they fall in this matrix.

Look for outward clues first (office, attire, speech patterns) and then as your relationship grows continuously update your classification of this person.

Record your classification in the customer file to remind yourself to behave accordingly when dealing with this person.

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ADJUST YOUR COMMUNICATION APPROACH:

As the salesperson, it is your task to make the adaptive move towards the style of the customer.

This is hard, but can pay off. It is suggested that you begin interactions by keeping

your initial approach right in the middle of the grid (as to not become an immediate mismatch) and then adjust as you get to know the customer.

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DIMENSIONS

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THE SOCIAL STYLE MATRIX

To be effective, salespeople need to use their knowledge about products and customers in order to adapt the content of their sales presentation and the style they use in communication with customers.

The social style matrix is a popular training program that assists salespeople in adapting their communication styles.

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THE SOCIAL STYLE MATRIX

First, each one will have to identify his/her own social style.

Second, detect the customer's social style.

Finally, learn how to make appropriate adjustments in the sales behavior in order to become more effective.

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IDENTIFY YOUR OWN SOCIAL STYLE

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DIMENSIONS OF SOCIAL STYLES

There are two critical dimensions to understand the social style; assertiveness and responsiveness.

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DIMENSIONS OF SOCIAL STYLES

ASSERTIVENESSIt is the degree to which people have opinions about issues, publicly make their positions clear to others, and attempt to influence others to accept these beliefs.

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DIMENSIONS OF SOCIAL STYLES

HIGH ASSERTIVE PEOPLE:

1. Speak out.

2. Make a strong statement.

3. Have a take-charge attitude.

4. When become under tension, they tend to confront the situation.

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DIMENSIONS OF SOCIAL STYLES

LOW ASSERTIVE PEOPLE:

1. Rarely dominate a social situation.

2. Keep their opinion to themselves.

NOTEHaving strong convictions is not enough to make a person assertive.

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Take-charge attitude Directive Make decisions quickly Take initiative Speak quickly and

intensely Make many statements

Go-along attitude Supportive Makes decisions slowly Lets others take initiative Speaks slowly and softly Makes few statements

HIGH

LOW

Ask oriented Cooperative Risk avoider Lean backward Indirect eye contact Move deliberately Express moderate opinions

Tell oriented Competitive Risk taker Leans forward Direct eye contact Move rapidly Express strong opinions

ASSERTIVENESS

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DIMENSIONS OF SOCIAL STYLES

RESPONSIVENESSIt is based on how emotional people tend to get in social situations.

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DIMENSIONS OF SOCIAL STYLES

HIGH RESPONSIVE PEOPLE:

1. Readily express joy, anger and sorrow

2. Appear to be more concerned about others

3. Informal and causal in social situation

LOW RESPONSIVE PEOPLE:

4. Devote more effort toward controlling their emotion

5. Cautious, intellectual, serious, formal and businesslike.

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Warm and approachable Uses opinions Personable and friendly Gesture frequently Undisciplined about time Animated facial expression

Shows emotion People oriented Playful Moves freely Informal dress Many vocal inflections

HIGHLOW RESPONSIVENESS

Controls emotions Task oriented Serious Moves stiffly Formal dress Monotone voice

Cool and aloof Uses facts Impersonal and businesslike Seldom gestures Disciplined about time Controlled facial expressions

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DRIVERIDENTIFY & TREAT

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IDENTIFY CUSTOMER’S SOCIAL STYLE

Tips1. Concentrate on the customer's behavior and disregard

how you feel about the behavior. 2. Do not let your feelings about the customer or thoughts

about the customer's motives cloud your judgment.3. Avoid assuming that specific jobs or functions are

associated with a social style, such as” he must be analytical because he is an engineer.”

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IDENTIFY CUSTOMER’S SOCIAL STYLE

4. Attempt to get customers reveal their style rather than react to your style.

5. Ask questions rather than making statements. 6. Test your assessments. 7. Look for clues and information that may suggest you

have made an incorrect assessment of a customer's social styles.

8. If you look only for confirming cues, you will filter out a lot of important information.

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EXPRESSIVEDRIVER

AMIABLEANALYTICAL

Just do it Lets do it

We are greatDo it right or not at all

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DRIVER

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Achievement award on wall

Conservative dress

No posters or slogans on office walls

Calendar prominently displayed

Furniture is placed so that contact with people across the desk

Like group activities (e.g. politics and team sports)

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Emotions At Work As a friendS

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Unemotional Goal oriented Has a little need for friends

Independent, self sufficient Sees the whole picture Will lead and organize

Strong willed and decisive Organizes and plans ahead Stimulates activity

Change junkie Motivate s people to action Excels in emergencies

Must correct wrongs Seek practical solutions Will work for group activity

Exudes confidence Insists on production Is usually right

Wea

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Bossy and insensitive End justifies the mean Uses people, dominates

Quick tempered Can over dominate May be rude or tactless

Impatient and can’t relax Doesn’t analyze details Decides for others

Enjoy argumentation May make rush decisions Possessive unforgiving

Won’t give up when losing Manipulate people Too independent, proud

Unsympathetic Intolerant of mistakes Can’t say “ I am sorry”

Not easily discouraged Thrives on opposition

Dislike show of emotion Can be a workaholic

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DRIVER“low passion"

Drivers are task orientated.

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DRIVER“low passion"

They expect efficiency from everyone they come into contact with.

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DRIVER“low passion"

They have little emphasis on building relationships with other people.

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DRIVER“low passion"

They work with others because they must do so to get the job done, not because they enjoy people.

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DRIVER“low passion"

They measure their personal worth by how much they do.

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DRIVER“low passion"

They want you to get to the point, because they are irritated by inefficiency and indecision.

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DRIVER"let's get it done now, and get it done my way"

They are result oriented. They are quick and efficient

decision makers. They base their decisions on facts.

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DRIVER"let's get it done now, and get it done my way"

They take risks. They want to look at several

alternatives before making a decision.

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DRIVER“ power seeker "

They like to be in charge, seek productivity and dislike loss of control.

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DRIVER“ power seeker "

They have a great desire to get a head in their companies and careers.

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DRIVER“ power seeker "

Focus on the present and have a little interest about the past and the future.

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DRIVER“the control specialist"

Obsessed by a compulsion to perform.

Has passion for knowledge and constantly searching to answer the “whys” of life.

Works at a fast and decisive pace (idleness drives them crazy)

Not interested in technical information.

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DRIVER“the strong man"

Has the ability to deal with tough interactions without becoming upset by criticism or personal rejection.

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DRIVER“the strong man"

Under pressure, they will assert themselves strongly and dictate the way things are going to be.

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DRIVER“the strong man"

In conflict, they will try to ʺsteam rollerʺ over anyone who comes in their way.

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DRIVERS SUMMARY

Characteristics: Task‐orientated. Typically prefer clearly defined goals. Perceived as committed, determined risk takers. Efficiently uses time, energy, and other resources.

When in conflict: Tends to be seen as aggressive, rude, or abrupt.

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DRIVERS SUMMARY

Solution to help: Be assertive and firm, have a solution to the problem, listen.

Basic Need: To be in control.

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TO INFLUENCE DRIVER

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TO INFLUENCE DRIVER

Direct

Businesslike

Organized presentation

With quick action and follow up

Gaining commitment should emphasize the effect of a purchase decision on benefits.

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Primary characteristics (strength)

• Go better• ambitious

Motivated by • Results

Attitude to goals • Sets many goals

Group rate • Leader

Needs to • Be in control

Want to be appreciated for• Productivity• Making an impact

Likes to be rewarded with • Power

DRIVER

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Focus on the present.Be brief and efficient.Get to the bottom line.Speak in terms of short

term concrete results.Give them options.Let them feel in control.Stress how the Driver will

WIN with your proposition.

Focus on long term.Give too much details.Be ambiguous.Beat around the bush.

Get too personal.Get into a control contest.Back down, however, if

you believe that you are right.

When dealing with DRIVER

DO Don’t

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DRIVERS AS SALESPEOPLE

Strengths • Organized, action oriented • Strong motivation & drive. • Strong closers.

Weaknesses • Fail to connect with people. • Inflexible, and sometimes arrogant. • Often impatient listeners.

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DRIVERS AS CUSTOMERS

Why we love them! • Decisions are quick. • Decision model is often out in open. • Reward strong follow-up.

Why we hate them! • Their way or the highway. • Once decided, hard to change them. • High stress interactions.

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EXPRESSIVEIDENTIFY & TREAT

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EXPRESSIVE

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Motivational slogans on wall

Desk place for open contact with people

Casual or flamboyant dress

Cluttered and unorganized desk

Office has friendly and open atmosphere

Like group activities (e.g. politics and team sports)

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Emotions At Work As a friendS

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Emotional demonstrative Volunteers for jobs Makes friends easily

Lives in the present Starts in flashy way Appealing, life of the party

Talkative, storyteller Has energy and enthusiasm Likes spontaneous activity

Good sense of humor Thinks up new activities Envied by others

Sincere heart, curious Creative and colorful Apologizes quickly

Holds listeners physically Looks great on the surface Does not hold grudges

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Exaggerates Prefers talk, waste time Undependable, reactive

Egotistical Undisciplined Hates to be a lone

Naïve and gullible Decides by feeling Needs to be center stage

Seems phony to some Priorities out of order Dominates conversations

Weak-will, reactive Forgets obligations Makes excuses

Restless Easily distracted Looks for credit

Always a child Charms other into work

Fearful Confidence fades fast Interrupts, doesn't listen

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EXPRESSIVE“the social specialist”

They like the company of other people, not because they like them, but because they need to ʺexpressʺ themselves.

If they don't receive the attention

they need, they can get upset and even ʺdifficultʺ to deal with.

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EXPRESSIVE“the social specialist”

They are interested in personal relationships, but these relationships are primarily built with supporters and followers recruited to assist expressive in achieving their personal goals.

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EXPRESSIVE“the social specialist”

They can be good people to have at a party, because they are enthusiastic, dramatic and ʺinterestingʺ people to have around.

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EXPRESSIVE“the social specialist”

They have a little concern for practical details in present situation.

They base their decisions on their personal opinions and the opinions of the others.

They act quickly. They take risk. They tend to be impatient. They change their mind easily.

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EXPRESSIVE“the social specialist”

Warm, approachable and competitive. Consider power and politics as important factors in their

quest for personal rewards and recognition. Focus on the future, directing their time and effort toward

achieving their vision.

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EXPRESSIVE

In conflict, they may become emotional, prone to exaggeration and unpredictable. The best way to deal with this is to let them calm

down. Try not to fuel the fire by saying anything

controversial.

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EXPRESSIVE SUMMARY

Characteristics: People‐orientated. Most comfortable when the center of attention. Typically positive, emotional, talkative, enthusiastic, and can

be dramatic.

When in conflict: Tend to become unpredictable, emotional.

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EXPRESSIVE SUMMARY

Solution to help: Allow them time to gain composure. Ask questions. Engage them to participate in solving the problem.

Basic Need: Recognition

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TO INFLUENCE EXPRESSIVES

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TO INFLUENCE EXPRESSIVES

Salesperson needs to demonstrate how his/her product will help the customer achieve personal status recognition.

Expressive prefer sales presentations with product demonstration and creative graphics rather than factual statements and technical details.

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TO INFLUENCE EXPRESSIVES

NOTE Testimonials from well-known people will appeal to

Expressive need for status recognition. Expressive respond to sales presentations that put them

in the role of innovators.

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Primary characteristics (strength)

• Network • Socializer

Motivated by • Applause

Attitude to goals • Goals kill spontaneously

Group rate • Rapport builder

Needs to • Be center of attention

Want to be appreciated for• Contribution• Giving others opportunities

Likes to be rewarded with • Recognition

EXPRESSIVE

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Focus on the future Illustrate concepts with

storiesSeek their idea and inputsFocus on the big pictureShow personal interest and

involvementStimulate their creative

impulseCompliment themStress how the Expressive

will stand out from others

Get straight down to business

Do well on detailsBe impatient with side-trips

and creativityNit-pickBee cool and impersonalBe too seriousTalk down to themPut down their enthusiasm

and excitement

When dealing with EXPRESSIVE

DO Don’t

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EXPRESSIVES AS SALESPEOPLE

Strengths • See big picture well • Good relationship builders • Strong presenters & persuaders • Confident and don’t look back

Weaknesses • Fail to follow through • Poor focus on details • Can get defensive when challenged • Often unfocused listeners

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EXPRESSIVES AS CUSTOMERS

Why we love them! • Decisions are quick. • Easy to spend time with. • Sell themselves.

Why we hate them! • They change their mind a lot. • Get sidetracked easily. • Decision model is hard to pin down.

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AMIABLEIDENTIFY & TREAT

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AMIABLE

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Personal momentous on wall

Casual or flamboyant dress

Desk placed for open contact with people

Like solitary activities (e.g. reading and individual sports)

Office has friendly and open atmosphere

Picture of family displayed

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AMIABLE

Likes other people company. Listens more than talks. Loyal. Personable. Shows patience when dealing with other people.

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AMIABLE

They may not be perceived as people ʺwho get things doneʺ because they spend more time developing relationships with others.

They are also unlikely to take risks as they need to have the feeling of security.

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AMIABLE”the support specialist”

Pay high attention to close relationships and cooperation.

Achieve their objectives by working with people, developing an atmosphere of mutual respect rather than using power and authority.

Tend to make decisions slowly, building a consensus among people involved in the decision.

Change their opinions reluctantly.

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AMIABLE

Detecting Amiable true feelings is not easy, because they avoid conflicts and often say things to please others despite their personal opinions.

Therefore, salespersons should build a personal

relationship with the amiable.

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Emotions At Work As a friendS

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Low-key personality Competent and steady Easy to get along with

Quite, but witty Has administrative ability Inoffensive

Calm, cool and collected Avoids conflicts Dry sense of humor

Sympathetic and kind Finds the easy way Has many friends

Patient and well balanced Peaceful and agreeable Pleasant and enjoyable

Easygoing and relaxed Mediates problems Good listener

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Keeps emotions hidden Not goal oriented Stays uninvolved

Unenthusiastic, shy Lacks self motivation Dampens enthusiasm

Indecisive Lazy and careless Resist changes

Too compromising Prefer to be a spectator Indifferent to plans

Self-righteous Hard to get moving Judges others

Fearful, worried Resents being pushed Sarcastic and teasing

Happily reconciled to life Good under pressure

Avoids responsibility Discourage others Stubborn

Has compassion, concern

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AMIABLE

Expressive people find them useful, because they are prepared to listen to what they are saying.

Drivers often find them frustrating because they want a straight answer and the amiable can find this difficult to deliver.

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AMIABLE SUMMARY

Characteristics: Loyal, personable, and patient. Uncomfortable with risk. Typically non‐confrontational. Dislikes pressure. Enjoy the company of others.

When in conflict: Likely to be ʺpassiveʺ. Perceived as lacking conviction. Uses avoidance to reduce conflict.

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AMIABLE SUMMARY

Solution to help: Reassure and support. Confirm commitment.

Basic Need: Security

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TO INFLUENCE AMIABLES

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TO INFLUENCE AMIABLES

Amiable are particularly interested in receiving guarantees about product performance.

They do not like salesperson that agree to undertake activities and then don not follow through commitments.

Salesperson presentation should stress on product's benefits in term of its effect on the satisfaction of the patients.

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Primary characteristics (strength)

• Pacemaker• Bridge builder

Motivated by • Approval

Attitude to goals• Cautious about

commitment

Group rate • Interpersonal

Needs to • Feel included

Want to be appreciated for

• Involvement• Being considerate of others

Likes to be rewarded with • Approval

AMIABLE

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Focus on traditionBe flexibleBe easy and informalBe personal and

personableAllow time to feel goodEmphasize a team

approachStress on how the

Amiable can be safe

Push for too much details

Press hard to change things

Hurry themPush for immediate

commitmentBe cool and impersonalConfront themAttackBe dictatorial or

autocratic

When dealing with AMIABLE

DO Don’t

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AMIABLES AS SALESPEOPLE

Strengths • Great relationship builders • Strong team sellers • Good listeners

Weaknesses • Slow to action • Conflict adverse • Often hesitant closers

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AMIABLES AS CUSTOMERS

Why we love them! • They treat you well • Reward strong follow-up • Loyal

Why we hate them! • Very hard to read • Want to bring everyone into decision • Risk adverse

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ANALYTICALIDENTIFY & TREAT

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ANALYTICAL

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ANALYTICAL

Analytical people can: Appear unsociable, especially to Amiable and

Expressive. Seem serious and indecisive.

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ANALYTICAL

This is because: They need to look at every conceivable angle before they feel

satisfied.

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ANALYTICAL

A consequence of this is: They are persistent in their questioning and focus on

detail and facts. Once they have made a decision, they stick with it as

they invariably feel that it is infallible. In conflict, they can ʺwhineʺ, become sarcastic and are

often perceived as negative.

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ANALYTICAL SUMMARY

Characteristics: Serious, mull matters over. Can seem indecisive. Persistent, asks lots of questions. Known for heightened attention to detail.

When in conflict: Can resort to whining, sarcastic, negative comments

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ANALYTICAL SUMMARY

Solution to help: Keep to the facts. Simply agree with them, listen attentively

Basic Need: To be correct

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ANALYTICAL“the technique specialist”

Like facts, principles, and logics. Suspicious about power and personal relationship; they

strive to find a way to carry out a task without resorting to these influence methods.

Make decisions slowly in a deliberate and disciplined manner.

They systematically analyze the facts using the past as an indication of future events.

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Emotions At Work As a friendS

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Deep and thoughtful Schedule, detail oriented Makes friends cautiously

Serious and purposeful Orderly and organized Avoids seeking attention

Idealistic Wants things done right Will listen to complaints

Appreciate of beauty Likes charts and figures Deep concern for others

Sensitivity to others Sets high standards Self-sacrificing

Self-sacrificing Persistent and thorough Faithful , devoted, loyal

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Remembers the negatives Not people oriented Lives through others

Enjoy being hurt Hard to please, rigid Holds back affection

Too introspective Too much time planning Moralistic, unforgiving

Depressed, even moody Prefer analysis to action Indecisive

Low self-image Depressed at imperfection Critical of others

Rigid Self-deprecating Antagonistic and vengeful

Conscientious Finishes what he starts

Stuffy Deep need for approval Self-centered

Solves other’s problems

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TO INFLUENCE ANALYTICAL

Page 122: Adaptive Selling - Social Style Matrix

TO INFLUENCE ANALYTICAL

Salespersons Need to use solid, tangible evidence when making presentation

to Analytical.

Sales presentation Should recognize their technical expertise and emphasize long-

term benefits.

They tend to disregard their personal opinions.

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TO INFLUENCE ANALYTICAL

Analytical and driver, both like facts and data, but drivers want to know how the facts affect the results.

Analytical and Amiable tend to develop loyalty toward products. For Amiable, the loyalty is based on personal relationship. For Analytical, loyalty is based on their feeling that well-reasoned

decisions do not need to be reexamined.

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Primary characteristics (strength)

• Fact finder• Pragmatist

Motivated by • Activity

Attitude to goals• Goals must be met on

time

Group rate • Information provider

Needs to• Be given focus and

direction

Want to be appreciated for• Quality• Sound judgment

Likes to be rewarded with • Responsibility

ANALYTICAL

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Focus on past, present and future.

Talk factsFocus on detail and

accuracyBe logical and well

organizedTell them exactly that you

will do & whenAllow time to ponderStress how the Analytical

can be assured of being right

Be vague, inconsistent or illogical

Be intolerant of detailsOverlook the pastRush thingsBe too personalBe overly casualAppear to not be seriousPress for immediate action

When dealing with Analytical

DO Don’t

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ANALYTICALS AS SALESPEOPLE

Strengths • Organized, product experts • Handle complexity well • Strong presenters•

Weaknesses • Fail to connect with people • Uncomfortable with quick change • Overly patient closers

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ANALYTICALS AS CUSTOMERS

Why we love them! • Loyal, long-term decision makers • Decision model is often out in open • Comfortable with complexity

Why we hate them! • Very slow decisions • Once decided, hard to change them • Interactions can be dull

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IDENTIFY CUSTOMER’S SOCIAL STYLE

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I want I want

I think I feel

Talking: What they talk about

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• States, commands• Direct assertion

• States, commands• Direct assertion

• Enquires• Indirect assertion

• Enquires• Indirect assertion

Talking: the way they talk

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• Louder • Uses voice to emphasize points

• Louder • Uses voice to emphasize points• Get easily excited

• Quieter • Does not vary voice much

• Quieter • Does not vary voice much

Talking: tone of speech

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Very fast Fast

Moderate Slower

Talking: pace of speech

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• Leans forward• Limited or no facial expressions• Intense eye contact• Deliberate movements

• Leans forward• Controlled facial expression• Good eye contact• Lots of gestures

• Leans back• Limited or no facial expressions• Limited eye contact• Limited gesture

• Leans back• Some facial expressions• Good eye contact• Regular gesture

Body Language

Page 134: Adaptive Selling - Social Style Matrix

• Direct and to the point• Can be outspoken• Formal and businesslike

• Animated, excitable• Can come on too strong• Informal and casual

• Specific and concise• Clear and logical• Formal and bottom line

• Dreamy thoughts• May seem vague• Informal and casual

Communication style

Page 135: Adaptive Selling - Social Style Matrix

• Can be a poor listener• Wants to control conversation• May interrupt• Likes to summarize

• Listens• Reacts to what you are saying• Talks a lot

• Listens, but may appear as though they are not

• Good listeners• Reacts to what you are doing• Cares

Listening pattern

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• Works in priority order• Does several things at once• Intense, driven• Generates ideas

• Unstructured, likes freedom• Lots of people interaction• Makes lists of people to call

and places to go

• Though, attentive to details• Step by step procedures• Concentrates on one thing at a

once

• Easy going, cooperative• Always willing to be of service• Goes with the flow• No strong sense of urgency

Work Style

Page 137: Adaptive Selling - Social Style Matrix

• Works fast, a whirlwind• Likes changes

• Faster• Bores easily• Moves from one thing to

another

• Methodical• Steady stream of work• Likes a predictable

• Slower, rarely in a hurry• Needs time to change• Dislikes pressure

Work Pace

Page 138: Adaptive Selling - Social Style Matrix

PUT YOURSELF IN THE SHOE OF YOUR CUSTOMER

Page 139: Adaptive Selling - Social Style Matrix

Power Popularity

Perfection Peace

Wants

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• Being taken advantage of• Loss of control

• Being bored• Rejection

• Being criticized• Quick decisions

• Being alone• Loss of security

Fears

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Working Together

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• Is energized• Will become assertive• Seeks control

• Rises to the challenge at first, but may get stressed

• May flip to the dark side

• Gets over focused on details• May withdraw

• Worries, so try to avoid hassle• Keep head down, chats to mate• Seek chocolate

Under Stress

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Working Under Stress

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• Will become autocratic• Will become offensive or

sarcastic

• Will withdraw • Will submit

Under Extreme Stress

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Working Under Extreme Stress

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DEALING WITH DIFFERENT CUSTOMER’S SOCIAL STYLE

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Causes of Conflict

Priorities

Priorities

Pace

Pace and priorities

Pace

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VERSATILITY

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VERSATILITY

The degree to which a person is perceived as helping others to feel comfortable.

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LOW VERSATILITY

1. Has limited desire to adapt to meet the needs of others.2. Prefers to do things for own reasons.3. Uses position power rather than personal power.4. Is predictable in actions.5. Lacks sensitivity to differences between people.6. Runs the risk of making other people uncomfortable.

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HIGH VERSATILITY

1. Adapts to meet the needs of others.2. Attempts to do things for other’s reasons.3. Uses personal power.4. Appears unpredictable at times.5. Asks the question: what can I do to make the other person

comfortable with me?

Page 152: Adaptive Selling - Social Style Matrix
Page 153: Adaptive Selling - Social Style Matrix

TEAMWORK

In the ideal team each style should be represented. Each style contributes to the teams result and success. The weaknesses within each style are compensated for

the strengths of the other styles

Page 154: Adaptive Selling - Social Style Matrix

Discipline

Goal orientation

Clarity

Ideas

Spirit

Enthusiasm

Atmosphere

Coordination

Conflict resolution

Research

Analysis

Documentation

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So what might happen in a team where only one style is represented?

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Infighting

No communication

No teamwork

Lots of noise

Fun

Never-ending ideas

All fall in love

Get married

Documents

Discussions

No decisions

Page 157: Adaptive Selling - Social Style Matrix

THANK YOU