Adative selling

Adaptive Selling
The Social Style Matrix

› Introduction to adaptive selling
› Driver
› Expressive
› Driver vs expressive
› Analytical
› Amiable
› Identify customer social style
› Dealing with different customer’s social style

Salespeople
 Listen
 Observe nonverbal body
language

Salespeople can know when the
presentation is going out of track
and change their approach at the
spot.

Adaptive Selling & Sales
Success
Why Adaptive?

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?

Salespersons practice
adaptive
selling
when they use different
sales presentations to
different customers.

Types of Presentations
› There are three types of presentation salespersons can use:
1. Standard memorized presentation
2. Outlined presentation
3. Customized presentation

Standard
Memorized
Presentation

Cont. …
Advantages
› It ensures that the salesperson will provide complete and
accurate information about the product.
› It brings the new salesperson to speed quickly and gives him
confidence.
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.

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

Note
› Each 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.

How to Use This?
Adaptive Selling Program

Determine Your Own Style Determine Customer Style
Adjust Communication
Approach

Identify Your Own Social Style

Dimensions of Social Styles
› There are two critical dimensions to understand the social
style; assertiveness and responsiveness.

HIGH
LOW
Assertiveness
 Leans forward  Express strong opinions  Make decisions quickly
 Move deliberately
 Cooperative - Go-along
attitude
 Makes few statements
 Direct eye contact
 Move rapidly
 Indirect eye contact
 Risk taker - Take initiative
 Lean backward
 Tell oriented - Directive
 Competitive - Take-charge
attitude
 Ask oriented - Supportive
 Express moderate opinions
 Risk avoider - Lets others take
initiative
 Speak quickly and intensely
 Make many statements
 Speaks slowly and softly
 Makes decisions slowly

HIGHLOW Responsiveness
 Warm and approachable
 Impersonal and businesslike
 Shows emotion Controls emotions
 Uses opinions
 Personable and friendly
 Gesture frequently - Moves
freely
 Undisciplined about time
 Many vocal inflections
 Animated facial expression
 People oriented - Playful
 Informal dress
 Cool and aloof
 Uses facts
 Seldom gestures - Moves stiffly
 Disciplined about time
 Monotone voice
 Formal dress
 Controlled facial expressions
 Task oriented - Serious

Tips to Identify Customer’s Social Style
› Concentrate on the customer's behavior and disregard how
you feel about the behavior.
› Do not let your feelings about the customer or thoughts
about the customer's motives cloud your judgment.
› Avoid assuming that specific jobs or functions are associated
with a social style, such as” he must be analytical because
he is an engineer.”

Cont. …
› Attempt to get customers reveal their style rather than react
to your style.
› Ask questions rather than making statements.
› Test your assessments.
› Look for clues and information that may suggest you have
made an incorrect assessment of a customer's social styles.
› If you look only for confirming cues, you will filter out a lot
of important information.

People
Assertiveness
Task Responsiveness
Tell
Ask
ExpressiveDriver
AmiableAnalytical
Just do it Lets do it
We are great
Do it right or not at
all

People
Assertiveness
Task Responsiveness
Tell
Ask
Driver

Desk
• Furniture is placed so that
contact with people across the
desk
• Calendar prominently displayed

Office Walls
• Achievement award
• No posters
• No slogans

Conservative
• Dress
• Talks
• Moves

Like group activities
• Leads
• Give directions

Emotions At Work As a friend
Strength
Unemotional Goal oriented
Has a little need for
friendsIndependent, self
sufficient
Sees the whole picture Will lead and organize
Strong willed and
decisive
Organizes and plans
ahead
Stimulates activity
Change junkie
Motivates 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
Weaknesses
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

Drivers
They are highly assertive

Drivers are disciplined
about time

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

They want you to get to
the point

Drivers expect efficiency
from everyone they come
into contact with.

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

Quick and efficient
decision makers.

They want to look at
several alternatives
before making a decision.

They like being in charge
They dislike loss of
control

Obsessed by a
compulsion to perform.

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

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

Drivers
They are low responsiveness

They have little emphasis
on building relationships
with other people.

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

They measure their
personal worth by how
much they do.

Not interested in
technical information.

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

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

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

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.
Solution to help:
 Be assertive and firm.
 Have a solution to the problem.
 Listen.
Basic Need:
 To be in control

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

Primary characteristics
(strength)
• Ambitious, Go better
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

1. Focus on the present.
2. Be brief and efficient.
3. Get to the bottom line.
4. Speak in terms of short
term concrete results.
5. Give them options.
6. Let them feel in control.
7. Stress how the Driver will
WIN with your proposition.
1. Focus on long term.
2. Give too much details.
3. Be ambiguous.
4. Beat around the bush.
5. Get too personal.
6. Get into a control contest.
7. Back down, however, if you
believe that you are right.
DO Don’t

Drivers as Salespeople
Strength and Weaknesses

 Organized, action oriented
 Strong motivation & drive.
 Strong closers.
Strengths
Drivers as Salespeople
Weaknesses
 Fail to connect with
people.
 Inflexible, and sometimes
arrogant.
 Often impatient listeners.

Drivers as Customers
Why We Love or Hate Them?

 Decisions are quick.
 Decision model is often
out in open.
 Reward strong follow-up.
Why we love them!
Drivers as Customers
Why we hate them!
 Their way or the highway.
 Once decided, hard to
change them.
 High stress interactions.

People
Assertiveness
Task Responsiveness
Tell
Ask
Expressive

Desk
• Desk place for open contact
with people
• Cluttered and unorganized desk
• Office has friendly and open
atmosphere

Office wall
• Motivational slogans on wall

Strength
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
Always a child
Looks great on the
surface
Does not hold grudges
Weaknesses
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
Charms other into work
Fearful Confidence fades fast Interrupts, doesn't listen

Expressive
They are highly responsive

They are Warm and
approachable

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.

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

They are good people at a
party
They are enthusiastic, dramatic
and interesting people to have
around.

Expressive
They are highly assertive

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

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

Focus on the future,
directing their time and
effort toward achieving
their vision.

In conflict
They may become
emotional, prone to
exaggeration and
unpredictable.

Expressive Summary
Characteristics:
 People‐orientated.
 Most comfortable when they are
the center of attention.
 Typically positive, emotional,
talkative, enthusiastic, and can
be dramatic.
When in conflict:
 Tend to become unpredictable,
emotional.
Solution to help:
 Allow them time to gain
composure.
 Ask questions.
 Engage them to participate in
solving the problem.
Basic Need:
 Recognition

Show how your product will
help expressive achieve
personal status of
recognition

Put them in the role of
innovators

(strength)
• Network, socializer
Motivated by • Applause
Attitude to goals • Goals kill spontaneously
Group rate • Rapport builder
Needs to • Be center of attention
• Contribution
• Giving others opportunities
Likes to be rewarded with • Recognition

Focus on the future
Illustrate concepts with
stories
Seek their idea and inputs
Focus on the big picture
Show personal interest and
involvement
Stimulate their creative
impulse
Compliment them
Stress how the expressive
will stand out from others
Get straight down to
business
Do well on details
Be impatient with side-trips
and creativity
Nitpick
Bee cool and impersonal
Be too serious
Talk down to them
Put down their enthusiasm
and excitement
DO Don’t

Expressive as Salespeople

1. See big picture well
2. Good relationship builders
3. Strong presenters &
persuaders
4. Confident and don’t look
back
Strengths
Expressives as Salespeople
Weaknesses
1. Fail to follow through
2. Poor focus on details
3. Can get defensive when
challenged
4. Often unfocused listeners

Expressive as Customers

1. Decisions are quick.
2. Easy to spend time with.
3. Sell themselves.
Why we love them!
Expressives as Customers
Why we hate them!
1. They change their mind a
lot.
2. Get sidetracked easily.
3. Decision model is hard to
pin down.

Driver Vs Expressive
Identify and Treat

People
Assertiveness
Task Responsiveness
Tell
Ask
ExpressiveDriver
AmiableAnalytical

How to Identify?

Desk
• Furniture is placed so that contact
with people across the desk
• Calendar prominently displayed
Desk
• Desk place for open contact with
people
• Cluttered and unorganized desk
atmosphere

Office wall
• Motivational slogans on wall
Office Walls
• Achievement award
• No posters
• No slogans

Casual or flamboyant dress
Conservative
• Dress
• Talks
• Moves

• Leads
• Give directions
• Leads
• Give directions

Dominant Traits

Drivers are disciplined about time
Expressive are less disciplined about
time

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

Not interested in practical details.Not interested in practical details.

They want you to get to the point They want you to get to the point

Quick and efficient decision makers. Quick and efficient decision makers.

Competitive
They have a great desire to get a head in
their companies and careers.
Competitive
Not as much as driver

People orientedPeople oriented

Drivers expect people to help them
ʺexpressʺ themselves.
Drivers expect efficiency from everyone
they come into contact with.

Decisions based on personal opinion and
others opinionDecisions based on facts

They have little emphasis on building
relationships with other people. They are social specialists

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

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

In conflict
They will try to ʺsteam rollerʺ over
anyone who comes in their way.
In conflict
They may become emotional, prone to
exaggeration and unpredictable.

Driver Vs Expressive Summary
Characteristics:
 Task‐orientated.
 Typically prefer clearly defined
goals.
 Perceived as committed,
determined risk takers.
 Efficiently uses time, energy, and
other resources.
Characteristics:
 People‐orientated.
 Most comfortable when they are
the center of attention.
 Typically positive, emotional,
talkative, enthusiastic, and can
be dramatic.
When in conflict:
 Tends to be seen as aggressive,
rude, or abrupt.
When in conflict:
 Tend to become unpredictable,
emotional.
Driver Expressive

Driver Vs Expressive Summary
Solution to help:
 Be assertive and firm.
 Have a solution to the problem.
 Listen.
Solution to help:
 Allow them time to gain
composure.
 Ask questions.
 Engage them to participate in
solving the problem.
Basic Need:
 To be in control
Basic Need:
 Recognition
Driver Expressive

How to Influence?

Gaining commitment should emphasize
the effect of a purchase decision on
benefits.
Show how your product will help
expressive achieve personal status of
recognition

Use businesslike presentation Use life presentation

Organized presentation Use testimonials

Quick action and follow up Put them in the role of innovators

(strength)
Motivated by
Attitude to goals
Group rate
Needs to
Want to be appreciated
for
Likes to be rewarded
with
• Network, socializer
• Applause
• Goals kill spontaneously
• Rapport builder
• Be center of attention
• Contribution
• Giving others
opportunities
• Recognition
• Ambitious, Go better
• Results
• Sets many goals
• Leader
• Be in control
• Productivity
• Making an impact
• Power
Driver Expressive

1. Focus on the present.
2. Be brief and efficient.
3. Get to the bottom line.
4. Speak in terms of short term
concrete results.
5. Give them options.
6. Let them feel in control.
7. Stress how the Driver will WIN with
your proposition.
1. Focus on long term.
2. Give too much details.
3. Be ambiguous.
4. Beat around the bush.
5. Get too personal.
6. Get into a control contest.
7. Back down, however, if you believe
that you are right.
DO Don’t
 Focus on the future
 Illustrate concepts with stories
 Seek their idea and inputs
 Focus on the big picture
 Show personal interest and
involvement
 Stimulate their creative impulse
 Compliment them
 Stress how the expressive will stand
out from others
 Get straight down to business
 Do well on details
 Be impatient with side-trips and
creativity
 Nitpick
 Be cool and impersonal
 Be too serious
 Talk down to them
 Put down their enthusiasm and
excitement
DriverExpressive

as Salespeople

 Organized, action oriented
 Strong motivation & drive.
 Strong closers.
Strengths
as Salespeople
Weaknesses
 Fail to connect with
people.
 Inflexible, and sometimes
arrogant.
 Often impatient listeners.
1. See big picture well
2. Good relationship builders
3. Strong presenters &
persuaders
4. Confident and don’t look
back
1. Fail to follow through
2. Poor focus on details
3. Can get defensive when
challenged
4. Often unfocused listeners
DriverExpressive

 Decisions are quick.
 Decision model is often
out in open.
 Reward strong follow-up.
Why we love them!
as Customers
Why we hate them!
 Their way or the highway.
 Once decided, hard to
change them.
 High stress interactions.
1. Decisions are quick.
2. Easy to spend time with.
3. Sell themselves.
1. They change their mind a
lot.
2. Get sidetracked easily.
3. Decision model is hard to
pin down.
DriverExpressive

Responsiveness People
Assertiveness
Task
Tell
Ask
Analytical

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.

Analytical
› Analytical people;
– Appear unsociable, especially to Amiable and Expressive.
– Seem serious and indecisive.
› This is because:
– They need to look at every conceivable angle before they
feel satisfied.

Cont. …
› 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.

Strength
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
Weaknesses
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

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.
Solution to help:
 Keep to the facts. Simply agree
with them, listen attentively.
Basic Need:
 To be correct.

Cont. …
› 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.

Cont. …
› 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.

(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
• Quality
• Sound judgment
Likes to be rewarded with • Responsibility
ANALYTICAL

1. Focus on past, present and
future.
2. Talk facts
3. Focus on detail and
accuracy
4. Be logical and well
organized
5. Tell them exactly that you
will do & when
6. Allow time to ponder
7. Stress how the Analytical
can be assured of being
right
1. Be vague, inconsistent or
illogical
2. Be intolerant of details
3. Overlook the past
4. Rush things
5. Be too personal
6. Be overly casual
7. Appear to not be serious
8. Press for immediate action
When dealing with Analytical
DO Don’t

Analytical as Salespeople

1. Organized, product
experts
2. Handle complexity well
3. Strong presenters
Strengths
Analyticals as Salespeople
Weaknesses
1. Fail to connect with people
2. Uncomfortable with quick
change
3. Overly patient closers

Analytical as Customers

1. Loyal, long-term decision
makers
2. Decision model is often
out in open
3. Comfortable with
complexity
Why we love them!
Analyticals as Customers
Why we hate them!
1. Very slow decisions
2. Once decided, hard to
change them
3. Interactions can be dull

Responsiveness People
Assertiveness
Task
Tell
Ask
AMIABLE

Desk
• Desk placed for open contact
with people.
• Picture of family displayed.

Office wall
• Personal momentous on wall.
atmosphere.

Like solitary activities
• Reading
• Individual sports

Strength
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
Weaknesses
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

Amiable
They are Highly Responsive

Pay high attention to
close relationships and
cooperation.

Achieve their objectives
by working with people.

They develop 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

Amiable
They are low assertive

Shows patience when
dealing with other people

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

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

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.

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.
Solution to help:
 Reassure and support.
 Confirm commitment.
Basic Need:
 Security

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

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
consumer

(strength)
• Pacemaker, bridge builder
Motivated by • Approval
Attitude to goals • Cautious about commitment
Group rate • Interpersonal
Needs to • Feel included
• Involvement
• Being considerate of others
Likes to be rewarded with • Approval

1. Focus on tradition
2. Be flexible
3. Be easy and informal
4. Be personal and personable
5. Allow time to feel good
6. Emphasize a team approach
7. Stress on how the Amiable
can be safe
1. Push for too much details
2. Press hard to change things
3. Hurry them
4. Push for immediate
commitment
5. Be cool and impersonal
6. Confront them
7. Attack
8. Be dictatorial or autocratic
DO Don’t

Amiable as Salespeople

1. Great relationship builders
2. Strong team sellers
3. Good listeners
Strengths
Amiable as Salespeople
Weaknesses
1. Slow to action
2. Conflict adverse
3. Often hesitant closers

Amiable as Customers

1. They treat you well
2. Reward strong follow-up
3. Loyal
Why we love them!
Amiable as Customers
Why we hate them!
1. Very hard to read
2. Want to bring everyone
into decision
3. Risk adverse

Identify Customer’s
Social Style

I want I want
I think I feel
• States, commands
• Direct assertion
• Enquires
• Indirect assertion
• Enquires
• Indirect assertion

• Very fast
• Fast
• Louder
• Uses voice to emphasize
points
• Get easily excited
• Moderate
• Quieter
• Does not vary voice much
• Slower
• Quieter
• Does not vary voice much

• Leans forward • Leans forward
• Leans back • Leans back

• Intense eye contact • Good eye contact
• Limited eye contact • Good eye contact

Body Language
facial expressions

• Limited or no facial expressions • Controlled facial expression
• Limited or no facial expressions • Some facial expressions

• Deliberate movements • Lots of gestures
• Limited gesture • Regular gesture

• Direct and to the point • Animated, excitable
• Specific and concise • Dreamy thoughts

• Can be outspoken • Can come on too strong
• Clear and logical • May seem vague

• Formal and businesslike • Informal and casual
• Formal and bottom line • Informal and casual

• 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

• 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

• 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

Put Yourself in the Shoe of Your
Customer

Power Popularity
Perfection Peace
Wants

• Being taken advantage of
• Loss of control
• Being bored
• Rejection
• Being criticized
• Quick decisions
• Being alone
• Loss of security
Fears

• 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

• Will become autocratic
• Will become offensive or
sarcastic
• Will withdraw • Will submit
Under Extreme Stress

Dealing With Different
Customer’s Social Style

Priorities
Priorities
Pace
Pace
Causes of Conflict

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

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.
Low Versatility People
Versatility
High Versatility People
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?
6. I can't tolerate making other
people uncomfortable.

In the ideal team
each style should be represented

Discipline
Goal orientation
Clarity
Lots of noise
Fun
Never-ending ideas
Atmosphere
Coordination
Conflict resolution
Research
Analysis
Documentation

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

Fight
No communication
No teamwork
Ideas
Spirit
Enthusiasm
All fall in love
Get married
Documents
Discussions
No decisions

Contact us on;
ossama.motawae@eurekaeg.com
+201023985680

Adative selling

Recommended

Recommended

More Related Content

What's hot

What's hot (18)

Similar to Adative selling

Similar to Adative selling (20)

More from Ossama Motawae

More from Ossama Motawae (20)

Recently uploaded

Recently uploaded (20)

Adative selling