Adaptive Selling - Social Style Matrix

Adaptive Selling
Social Style Matrix

Plan of Talk
 Introduction
– What is adaptive selling?
– Types of presentations.
– Adaptive selling and sales success.
– Knowledge and adaptive selling.
 Social style matrix
– How to use the social style matrix
– Driver
– Expressive
– Amiable
– Analytical
 Identify Customer’s Social Style
 Dealing With Different Customer’s Social Style

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.

Cont. …
 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.
 Effective salesperson takes advantage of this opportunity.

Cont. …
 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.

Cont. …
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.

Types of Presentations
Three types of presentations salespersons can use:
1. Standard memorized presentation
2. Outlined presentation
3. Customized presentation

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.

Cont. …
 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.

Cont. …
Advantages
1. 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.

Cont. …
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.

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.

Cont. …
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.

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.

Cont. …
 This type of presentation offers an opportunity to use the
communication principles to discover the customer's needs
and problems, and then to 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.

Cont. …
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.

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?

Adaptive Selling & 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.

Cont. …
 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.

Knowledge & Adaptive Selling
A key ingredient in effective selling is knowledge. salespeople
need to know about:
1. The product they are selling.
2. The company they work for.
3. The customer they will be selling to and other products they
are competing with.

Cont. …
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.

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.

Cont. …
 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.

Determine Your Own Style:
1. Review the descriptions of each style and classify yourself.
2. Ask trusted others for their opinions.
3. 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.
4. Once you have identified yourself, you can review the
information concerning this style’s strengths and weaknesses
and factor those into your approach.

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.

Adjust Your Communication
Approach:
 As a salesperson, it is your task to make the adaptive moves
toward 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.

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

Cont. …
Assertiveness
It 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.

Cont. …
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.

Cont. …
Low assertive people:
1. Rarely dominate a social situation.
2. Keep their opinion to themselves.
Note
Having strong convictions is not enough to make a person
assertive.

8. Take-charge attitude
9. Directive
10. Make decisions quickly
11. Take initiative
12. Speak quickly and intensely
13. Make many statements
8. Go-along attitude
9. Supportive
10. Makes decisions slowly
11. Lets others take initiative
12. Speaks slowly and softly
13. Makes few statements
HIGH
LOW
1. Ask oriented
2. Cooperative
3. Risk avoider
4. Lean backward
5. Indirect eye contact
6. Move deliberately
7. Express moderate opinions
1. Tell oriented
2. Competitive
3. Risk taker
4. Leans forward
5. Direct eye contact
6. Move rapidly
7. Express strong opinions
ASSERTIVENESS

Cont. …
Responsiveness
It is based on how emotional people tend to get in social
situations.

Cont. …
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:
1. Devote more effort toward controlling their emotion.
2. Cautious, intellectual, serious, formal and businesslike.

1. Warm and approachable
2. Uses opinions
3. Personable and friendly
4. Gesture frequently
5. Undisciplined about time
6. Animated facial expression
7. Shows emotion
8. People oriented
9. Playful
10. Moves freely
11. Informal dress
12. Many vocal inflections
HIGHLOW RESPONSIVENESS
7. Controls emotions
8. Task oriented
9. Serious
10. Moves stiffly
11. Formal dress
12. Monotone voice
1. Cool and aloof
2. Uses facts
3. Impersonal and businesslike
4. Seldom gestures
5. Disciplined about time
6. Controlled facial expressions

Identify Customer’s Social Style
Tips
1. 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.”

Cont. …
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.

People
ASSERTIVENESS
Task RESPONSIVENESS
Tell
Ask
EXPRESSIVEDRIVER
AMIABLEANALYTICAL
Just do it Lets do it
We are greatDo it right or not at all

People
ASSERTIVENESS
Task RESPONSIVENESS
Tell
Ask
DRIVER

 Achievement award on wall.
 No posters or slogans on office walls.
 Like group activities (e.g. politics and team sports)
 Conservative dress
 Calendar prominently displayed
 Furniture is placed so that contact with people across the desk.

Emotions At Work As a friendStrength
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
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

Driver
“low passion"
 Drivers are task orientated.

Driver
“low passion"
 They expect efficiency from
everyone they come into contact
with.

Driver
“low passion"
 They have little emphasis on
building relationships with other
people.

Driver
“low passion"
 They work with others because
they must do so to get the job
done, not because they enjoy
people.

Driver
“low passion"
 They measure their personal
worth by how much they do.

Driver
“low passion"
 They want you to get to the point,
because they are irritated by
inefficiency and indecision.

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.

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.

Driver
“ power seeker "
 They like to be in charge, seek productivity and
dislike loss of control.

Driver
“ power seeker "
 They have a great desire to get a head in their
companies and careers.

Driver
“ power seeker "
 Focus on the present and have a little interest
about the past and the future.

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.

Driver
“the strong man"
 Has the ability to deal with tough
interactions without becoming upset by
criticism or personal rejection.

Driver
“the strong man"
 Under pressure, they will assert themselves
strongly and dictate the way things are
going to be.

Driver
“the strong man"
 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.

Cont. …
Solution to help:
 Be assertive and firm, have a solution to the problem, listen.
Basic Need:
 To be in control.

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.

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

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.
DO Don’t
When Dealing With DRIVER

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

Drivers as a 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.

People
ASSERTIVENESS
Task RESPONSIVENESS
Tell
Ask
EXPRESSIVE

 Motivational slogans on wall
 Like group activities (e.g. politics and team sports)
 Casual or flamboyant dress
 Desk place for open contact with people
 Cluttered and unorganized desk
 Office has friendly and open atmosphere

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
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
Always a child Charms other into work
Fearful Confidence fades fast Interrupts, doesn't listen

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.

Expressive
 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.

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

Expressive
 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.

Expressive
 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.

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.

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.

Cont. …
Solution to help:
 Allow them time to gain composure.
 Ask questions.
 Engage them to participate in solving the problem.
Basic Need:
 Recognition

Cont. …
 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.

Cont. …
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.

Primary characteristics
(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
Expressive

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
Nit-pick
Bee cool and impersonal
Be too serious
Talk down to them
Put down their enthusiasm
and excitement
DO Don’t
When Dealing With EXPRESSIVE

Expressive as a 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.

Expressive as a 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.

People
ASSERTIVENESS
Task RESPONSIVENESS
Tell
Ask
AMIABLE

 Personal momentous on wall.
 Picture of family displayed.
 Desk placed for open contact with people.
 Casual or flamboyant dress.
 Office has friendly and open atmosphere.
 Casual or flamboyant dress
 Like solitary activities (e.g. reading and individual sports)

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

Cont. …
 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.

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.

Cont. …
 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.

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
 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.

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

Cont. …
 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.

(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
Amiable

Focus on tradition
Be flexible
Be easy and informal
Be personal and
personable
Allow time to feel good
Emphasize a team
approach
Stress on how the Amiable
can be safe
Push for too much details
Press hard to change things
Hurry them
Push for immediate
commitment
Be cool and impersonal
Confront them
Attack
Be dictatorial or autocratic
DO Don’t
When Dealing With AMIABLE

Amiable as a Salespeople
Strengths
 Great relationship builders
 Strong team sellers
 Good listeners
Weaknesses
 Slow to action
 Conflict adverse
 Often hesitant closers

Amiable as a 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

People
ASSERTIVENESS
Task RESPONSIVENESS
Tell
Ask
ANALYTICAL

Analytical
Analytical people can:
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.

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

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

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.

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

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

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

Analytical as a Salespeople
Strengths
 Organized, product experts
 Handle complexity well
 Strong presenters
Weaknesses
 Fail to connect with people
 Uncomfortable with quick change
 Overly patient closers

Cont. …
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

Identify
Customer’s Social Style

I want I want
I think I feel
Talking:
What They Talk About

• States, commands
• Direct assertion
• States, commands
• Direct assertion
• Enquires
• Indirect assertion
• Enquires
• Indirect assertion
Talking:
The Way They Talk

• 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

Very fast Fast
Moderate Slower
Talking:
Pace Of Speech

• 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

• 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

• 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

Causes of Conflict
Priorities
Priorities
Pace
Pace

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

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.

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?

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

Discipline
Goal orientation
Clarity
Ideas
Spirit
Enthusiasm
Atmosphere
Coordination
Conflict resolution
Research
Analysis
Documentation

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

Infighting
No communication
No teamwork
Lots of noise
Fun
Never-ending ideas
All fall in love
Get married
Documents
Discussions
No decisions

Adaptive Selling - Social Style Matrix

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