Presentation on theme: "Addressing Needs of Individual Personalities"— Presentation transcript:
1Addressing Needs of Individual Personalities TypecastingAddressing Needs of Individual PersonalitiesSelling LAP 112
2Objectives Identify types of customer personalities. Address different types of customer personalities.
3Identify types of customer personalities. ObjectiveIdentify types of customer personalities.
4Everyone has a unique personality. How is yours different from your best friend’s?Personality differences surround us every day.At homeAt schoolAt workWe adjust to personality differences and treat people accordingly.Successful salespeople:Identify customer personality typesUse appropriate sales techniques
5Importance of Customers Customers are important to salespeople’s success because of:Current purchasesFuture purchases“Word-of-mouth” communicationThey expect quality and service at a fair price.
6Customer Personalities Personality—specific combination of distinctive traits and qualitiesInfluences buying decisionsContains both good and bad traitsContains motivations from needs and wantsIncludes influences from customer’s lifestyleMay change over time
7Six Customer Personality Types Decisive customersKnow exactly what they wantMake purchase decisions quicklyDon’t take a lot of time to browseAre direct and businesslikeWill often straightforwardly ask for what they want“I’ll take the prime rib, medium rare, a baked potato with sour cream, and bleu cheese dressing on my salad.”
8Six Customer Personality Types Impulsive customersMake decisions quicklyShop leisurelyLike to browseAsk few questionsLike purchases to be noticed
9Six Customer Personality Types Fact findersLook for informationLike to see varietyOften comparison shop
10“Are you sure this muffler is guaranteed for the life of my car?” Six Customer Personality TypesPractical or frugal customersAre very cautious with their moneyWant the best possible value for every dollar they spendLike the simple, uncluttered lifeDislike experimenting with new products“Are you sure this muffler is guaranteed for the life of my car?”
11Six Customer Personality Types Informed customersDo their research on products beforehandAre confident about their choices before even coming in contact with salespeopleSpend for quality because they want the bestAre often trendsetters
12Six Customer Personality Types Difficult customersCan appear in many shapes and forms:DisagreeableDishonestDomineering/SuperiorSlow/MethodicalSuspicious
13Identifying Customer Personality Types Find clues in:ActionsBody languageConversationAppearanceRemember that appearances can sometimes be deceiving!
14Address different types of customer personalities. ObjectiveAddress different types of customer personalities.
15Successful Selling Every customer deserves special attention and care. Empathize with their problems.Give a personalized touch.The better you serve your customers, the better you serve your business.
16General Guidelines for Handling All Customers Show a sincere interest in meeting customers’ needs.See the buying situation from their points of view.Give them as much time as they need.
17General Guidelines for Handling All Customers Develop a sales vocabulary.Use clear, meaningful phrases.Tailor language to individual customer.Use positive-sounding words, such as:The customer’s nameYouValueSaveLoveNewSafeTruthAvoid technical terms.Avoid negative terms, such as:CheapFailureRiskDealDifficultLiableFlimsy
18General Guidelines for Handling All Customers Build two-way communication with the customer.Listen.Observe actions.Ask questions.Maintain positive attitude.Personalize product to satisfy customer needs.
19Guidelines for Handling Specific Customer Personality Types For decisive customers:Listen patiently.Suggest substitutes with caution.Serve quickly.Be tactful.“Your order will be ready soon, Mr. Young. May I bring you coffee or tea while you are waiting?”
20Guidelines for Handling Specific Customer Personality Types For impulsive customers:Serve quickly.Give brief answers.Close sale rapidly.Treat courteously.
21Guidelines for Handling Specific Customer Personality Types For fact finders:Provide information.Show a variety of products.Emphasize manufacturer’s claims.Exhibit confidence with tact.Suggest care techniques.Be specific.
22Guidelines for Handling Specific Customer Personality Types For practical or frugal customers:Stress the value of the product.Demonstrate the product if possible.Support your statements with hard proof.Don’t exaggerate.
23Guidelines for Handling Specific Customer Personality Types For informed customers:Serve quickly and efficiently.Reassure of value.Know what facts they still need to learn.These are by far thebest value we have inspeaker systems.
24Guidelines for Handling Specific Customer Personality Types For difficult customers:Remain calm and courteous.Do not become defensive.Consider it a challenge to help them.Accept minor points of disagreement.Try to find a way to compliment them.Get your manager for further assistance if necessary.
25Impulsive customers may make bad purchase decisions. Are salespeople obligated to stop them?
27Copyright:All photographic digital images on this CD are owned by the aforementioned photographic resources or their licensors and are protected by the United States copyright laws, international treaty provisions, and applicable laws. No title to or intellectual property rights to the images on this CD are transferred to you. These sources retain all rights and are not to be used, digitally copied, transferred, or manipulated in any way. To do so is a violation of federal copyright laws.