Understanding retilers profile and managing him
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The document profiles different types of salespeople, clients, and client behaviors, analyzing characteristics and best handling techniques for each quadrant in a client profiling model that evaluates dominance and warmth. It provides insights into understanding client motivations and satisfying their needs to move behaviors towards the upper right warm and dominant quadrant.
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Understanding retilers profile and managing him
- 2. The sales person type ! • The fatalist The exasperator The appraiser The relator The love motivated
- 3. The client type ! The silent listener The critical examiner The friend The aggressive client The competitor’s friend
- 4. CLIENT BEHAVIOURS Types Characteristics Behavior • Result/assertive • State purpose • Takes risk • Be honest & open Professional • Open, honest, confident • Seek permission to go ahead • Technology conscious • Seeks value • Highly knowledgeable • Aggressive • State purpose • Wants best deal • Tell benefit • Self focussed Bargaining • Check for • Low loyalty understanding • Conservative • Egoistic • Avoids risk • State purpose • Takes time • Assure Security • Solicits others opinions • Clarify & go ahead • Goes for tried & tested products • Price is important
- 5. CLIENT BEHAVIOUR MODEL Dominant B P Closed Open S Sub dominant
- 6. CUSTOMER PROFILING Hostile Warm X The behavior measurement ! Somewhat more warm than hostile? The problem... “Do not have adequate information to read customer behavior”
- 7. CUSTOMER PROFILING …a better alternative Dominance Power Status Self esteem Self actualisation Autonomy Achievement Power Recognition Constitutional Security Belonging Hostile Warm Security Nurturing Basic/psychological Affiliation Security Security Submission
- 8. CUSTOMER PROFILING Indicates movement when motivational needs are threatened or denied …satisfaction moves behavior to the upper right quadrant
- 9. CUSTOMER PROFILING I Dominance …towards IV …towards assertiveness, pursuit aggressiveness & of quality, open to new unpleasantness ideas. Improved process & result Hostile Warm …towards agreeableness but …towards mistrust with insecurity & & avoidance of inability to fulfill commitment commitments II Submission III
- 10. PERSONALITY PROFILING Hot button High Directive SOCIABLE HARD- Need Personable Determined DRIVEN Dynamic Practical Recognition Risk taker Insensitive Winning Impatient Critical Dependent Manipulative Aloof Independent Caring Precise Enthusiastic Thorough Sensitive Consistent Helping Being Right Impracticall Risk- avoider Indecisive Low Directive Withdrawn DEVOTED Need DETAILED
- 11. CUSTOMER PROFILING Quadrant IA Hostile - Dominant Key motivation: Desire for security Motivation satisfaction strategy: “Attack is the best form of defense” People characteristics • • • •
- 12. CUSTOMER PROFILING Quadrant IA Hostile Dominant PEOPLE CHARACTERISTICS • Brag incessantly • Drop impressive names & misquote “authorities” • Interrupt impatiently and often • Are unreasonably stubborn • Are argumentative without calls • Make broad generalisations & sweeping statements • Are dogmatic & opinionated • React without hearing the whole story
- 13. CUSTOMER PROFILING Quadrant IA Hostile Dominant HANDLING TECHNIQUES • Be courteous but firm & assertive • You have nothing to lose • Ask closed questions frequently and keep control • Avoid justifying yourself, your product or idea • Stick to demonstrable fact whenever possible • Test every gross assertion politely but firmly • Expect to meet resistance to closing • Expect exaggerated objections
- 14. CUSTOMER PROFILING Quadrant IB Dominant - Hostile Key motivation: Need for status & autonomy Motivation satisfaction strategy: Precision and outward indicators of power People characteristics • • • •
- 15. CUSTOMER PROFILING QuadrantIB Dominant-Hostile PEOPLE CHARACTERISTICS • Are cold and detached • If angered remain cool but biting • Are angered if status is underestimated • Make precise statements when making a complaint • Are easily offended • Hold on to their evaluation of their own worth • React negatively when they perceive personal slight • Avoid sarcasm • Demand efficiency & respect
- 16. CUSTOMER PROFILING Quadrant IB Dominant-Hostile HANDLING TECHNIQUES • Stress benefits which offer prestige & recognition • Expect “I don’t need you” response-temporary rejection • Show conviction and strength • Not aggression • Be courteous • Precede all questions with a benefit • Only ask for information you really need • Never use leading questions
- 17. CUSTOMER PROFILING Quadrant IIA Hostile-Submissive Key motivation: Security express through abnormal demands for protection Motivation satisfaction strategy: “What if” concerns People characteristics • • • •
- 18. CUSTOMER PROFILING Quadrant IIA Hostile-Submissive PEOPLE CHARACTERISTICS • Express doubt about any statement made • Think up unlikely scenarios of what could go wrong • Demand totally unreasonable guarantees • Niggle and complaint • Doubt the validity of any new idea • Ask questions many of which are impossible to answer • Give little if any information in return • Ask you “Why you want to know” • Use aggressive body language but weak in behavior
- 19. CUSTOMER PROFILING Quadrant IIA Hostile-Submissive HANDLING TECHNIQUES • Remain patient even in the phase of disbelief • Assure and reassure to illustrate safe application • Give guarantees in writing where possible • Stress benefits which provide stability and low risk • Show genuine concern for customer’s needs • Spend time exploring the buyers key objectives • Ask safe closed questions until they begin to open up • Quote prestige users of your service or ideas
- 20. CUSTOMER PROFILING Quadrant IIB Submissive-Hostile Key motivation: Fear of becoming committed or involved Motivation satisfaction strategy: Avoidance, withdrawal People characteristics • • • •
- 21. CUSTOMER PROFILING Quadrant IIB Submissive-Hostile PEOPLE CHARACTERISTICS • Maintain physical distance from others • Move away from those in authority • Tight-lipped if questioned • Say nothing unless sensitively probed • Avoid commitment by any possible means • Are reluctant to take even minimal risk • Appear ill at ease when in company • Refuse new ideas without listening to arguments • If forced to chose will pick low risk options
- 22. CUSTOMER PROFILING Quadrant IIB Submissive-Hostile HANDLING TECHNIQUES • Approach slowly • Offer help as an opportunity to get into conversation • Ask safe closed questions • Keep away from personal questions • Stress benefits which minimise risk • Leave no doubt that benefits are without risk • Ensure ideas are accepted before moving on the next • Avoid aggressive body language • Expect silence and wait for responses
- 23. CUSTOMER PROFILING Quadrant IIIASubmissive-Warm Key motivation: These people want to be loved. Affiliation to the extreme Motivation satisfaction strategy: Tries to be all things to all people People characteristics • • • •
- 24. CUSTOMER PROFILING Quadrant IIIA Submissive-Warm PEOPLE CHARACTERISTICS • Become falsely enthusiastic about any idea • Ramble incessantly. Talk at length on unrelated subjects • Respond quickly and positively to any suggestions • Cause confusion and claim any role or authority level • Avoid raising objections • Are readily convinced but takes time to close • Have time for anything but the job in hand • Promises anything but rarely keeps promises • Despite signed contracts are likely to go back
- 25. CUSTOMER PROFILING Quadrant IIIA Submissive-Warm HANDLING TECHNIQUES • Use closed questions • Don’t get sucked into irrelevant discussion • Stress benefits seen as doing something for others • Focus on the business and leave limited room for gossip • Personalise the discussion use first name and often • Be firm but make it feel like support • Show that the two of you are operating as a team • Probe for hidden objections
- 26. CUSTOMER PROFILING Quadrant IIIB Warm-Submissive Key motivation: A desire to do maximum good for maximum people Motivation satisfaction strategy: Actively pursues for welfare of others People characteristics • • • •
- 27. CUSTOMER PROFILING Quadrant IIIB Warm-Submissive PEOPLE CHARACTERISTICS • Are intent on being pleasant • Respond positively to suggestions which do not threaten others • Try to pick out the benefits of neutral ideas • Will procrastinate rather than reject repugnant ideas • Give impression of agreement despite strong reservations • Sometimes take on more than they can fulfill • Are at the forefront of social activities
- 28. CUSTOMER PROFILING Quadrant IIIB Warm-Submissive HANDLING TECHNIQUES • Present ideas and benefits that help other people • Maximise opportunities for personal interaction • Monitor and supervise implementation of that which is impersonal and important • Do not assume lack of opposition means agreement or commitment
- 29. CUSTOMER PROFILING Quadrant IVA&B Warm-Dominant-Warm Key motivation: A strong desire to do a good job Motivation satisfaction strategy: To produce a quality output People characteristics • • • •
- 30. CUSTOMER PROFILING Quadrant IV A&B Warm-Dominant-Warm PEOPLE CHARACTERISTICS • Express views clearly & frankly • Reject political solutions • Ask pertinent and searching questions • Admit their lack of understand and knowledge • Concentrate attention on what can be achieved •Place high demand on others values and principles •Demand high levels of achievement • Avoid blaming others • Are comfortable to own a problem
- 31. CUSTOMER PROFILING Quadrant IV A&B Warm-Dominant-Warm HANDLING TECHNIQUES • Prolonged searching for ideal solutions when the acceptable is at hand • A tendency to delegate rapidly followed taking over “to show how it is done” • They will change your best ideas to improve them-but at the least they were acknowledge the idea as yours