Communication Styles of Your Customers

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Are you speaking to your customers correctly? Learn the different communication styles of your customers and how to tailor your message to them.

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Communication Styles of Your Customers

  1. 1. Can  You  Hear  Me  Now?   Are  your  Customers  Hearing  What  You  Are  Saying?   Glenn  Pasch,  CEO  PCG  Digital  Marke6ng   Marc  McGurren,  Partner  PCG  Consul6ng   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  2. 2. HOSTED BY FIRST C LA SS EDUCA TO RS CE F
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  4. 4. The  4  Styles  of  Communica6on   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  5. 5. 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   •  •  •  •  •  HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  6. 6. The  Dominator   •  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   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  7. 7. The  Conversa6onalist   •  •  •  •  •  •  Very  expressive   Fun-­‐loving   A  bit  impulsive   Seek  ACTION  &  EXCITEMENT   Love  to  talk   Will  be  your  friend   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  8. 8. The  Conversa6onalist   •  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   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  9. 9. 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   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  10. 10. The  Safe  &  Structured   •  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)   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  11. 11. The  Calculator   •  VERY  analy6cal   •  Methodical   –  Like  spreadsheets   •  Seek  LOGICAL  ORDER   •  Poten6ally  knows  more  than  you   •  Accountants,  Engineers     HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  12. 12. The  Calculator   •  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   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
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  14. 14. 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   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  15. 15. 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   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  16. 16. 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?     HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  17. 17. HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  18. 18. Why  Buy  From  Me   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  19. 19. Manager  Thank  You   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  20. 20. Day  2  –  Why  Buy  this  Make?     HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  21. 21. Day  3  –  Why  Buy  Here?     HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  22. 22. 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   HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  23. 23. HOSTED BY FIRST C LA SS EDUCA TO RS CE F
  24. 24. – Office:  732.450.8200   –   glenn@pcgmailer.com   – marc@pcgmailer.com   – @marcmcgurren   – @sidebysidecoach   –  www.glennpasch.com   HOSTED BY FIRST C LA SS EDUCA TO RS CE F

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