Communication Styles of Your Customers

CFIRST C LA SS EDUCA TO RS

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Can You Hear Me Now? Are your Customers Hearing What You Are Saying?

Glenn Pasch, CEO PCG Digital Marke6ng Marc McGurren, Partner PCG Consul6ng


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The 4 Styles of Communica6on


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The Dominator

•  Blunt & to the point •  BoBom line aCtude •  Seeks to CONTROL nego6a6on •  Do not want your input •  Not interested in making friends, this is a business transac6on

•  Presidents & CEO’s


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•  Appeal to them by: – Being respecJul of their ideas – Focusing on the facts rather than person – Bring evidence – Being quick, focused, and to the point – Showing them how they can succeed

The Dominator


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The Conversa6onalist

•  Very expressive •  Fun-‐loving •  A bit impulsive •  Seek ACTION & EXCITEMENT •  Love to talk •  Will be your friend


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•  Appeal to them by: – Being social and friendly – Build rela6onship with them – Allowing them to talk – Don’t spend too much 6me in details – Photos and videos are very impacJul

The Conversa6onalist


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The Safe & Structured

•  Even tempered •  Avoids conflict •  Can come across as soU spoken •  Seeks to PLEASE people •  Goes with majority •  Needs to feel “warm & fuzzy” about decisions •  TAKES THEIR TIME


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•  Appeal to them by: – Being genuinely interested in them – Give them 6me to adjust to change – Clearly define goals for them – Avoid hurrying and pressuring (kid gloves) – Presen6ng new ideas carefully – Having strong reputa6on management (show them what others are saying)

The Safe & Structured


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The Calculator

•  VERY analy6cal •  Methodical – Like spreadsheets

•  Seek LOGICAL ORDER •  Poten6ally knows more than you •  Accountants, Engineers


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•  Appeal to them by: – Being prepared…no ad-‐libing – Being accurate, logical, & using clear data – Show them how things fit into the bigger picture – Being specific in disagreements and focus on facts – Being pa6ent, persistent, and diploma6c

The Calculator


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How Do You Know?

•  You are at a disadvantage trying to communicate with just wriBen words

•  In person, you can read body language, facial expressions, like and dislikes

•  But with just email, you will have to try and appeal to all personality types with the messages you send


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The Goal

•  Get more customers to contact you back •  The more contacts you make, the more appointments you can set, and the more deals you can rack up


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Recommended Contact Schedule

•  Day 0 – Ini6al Contact with pricing and availability

•  Day 0 – Why Buy From Me? •  Day 1 – Manager Thank You •  Day 2 – Why Buy this Make? •  Day 3 – Why Buy Here?


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Why Buy From Me


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Manager Thank You


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Day 2 – Why Buy this Make?


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Day 3 – Why Buy Here?


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Summary

•  Focus on Overall message •  Listen to wht they are asking •  Tailor each message based on type •  Respond quickly and effec6vely •  Process is king •  Accountability follow up


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– Office: 732.450.8200 –  [email protected] – [email protected] – @marcmcgurren – @sidebysidecoach – www.glennpasch.com

Communication Styles of Your Customers

Business

Transcript of Communication Styles of Your Customers