Customer Behavioural Styles & Traits

Agenda The Behavioural Styles Matrix Identifying Behavioural Styles Modifying your Behaviour Take the Behavioural Styles Challenge! Application – Customer Profiles Summary

Why is understanding behaviour important? When interacting with customers, the initial level of rapport depends on how much your customer perceives you to be like them. Adapting to your customers’ behavioural style will help you appeal to the right mix of logic, emotion, and relationship. These adaptations will allow for you to be more persuasive in your dealings.

Two Dimensions Degree of Responsiveness Degree of Assertiveness How open or self contained are you? High Responsiveness = warm, friendly, relaxed and casual Low Responsiveness = keep emotions to yourself, formal, serious, harder to get to know Degree of Assertiveness How direct or indirect are you? High Assertiveness = very direct, speak out, make strong statements, take charge, assume a “telling” mode Low Assertiveness = quiet, cooperative, assume an “asking” mode

Behavioural Styles Matrix Low Responsiveness Analytical (Facts) Driver (Force) Low Assertiveness High Assertiveness Amiable (Friendship) Expressive (Feelings) High Responsiveness

Behavioural Styles Indicator Complete the Behavioural Styles Indicator to identify: Your style One On Premise Customers style One Off Premise Customer’s style Your favourite customer How did your favourite customer’s style relate to your own style?

Key Traits of Each Style

Take the Challenge! Match the trait on the right with the behavioural style on the left. Decisive actions Amiable Highly intuitive Tends to dream Analytical Task orientated Driver Works slowly Expressive Likes control Accurate Jumps from one activity to another

Application: Customer Profiles Use the three behaviour style’s from the indicator exercise. Identify 3-5 actions you display when interacting with each customer. Turn to next slide to see if your actions compliment the customers’ behaviour style. If different, how could you adapt your style to be successful?

Modifying your Behaviour…

It is your turn to “Shoot The Puck!!!” Development is owned by Employees, Supported by Managers, And enabled by the People Department. How are you going to apply what you learned today in trade? Embrace the key opportunities to learn and develop as a professional Labatt Salesperson Explore the new LMS website – it’s a one stop location to access self- directed learning and SEA curriculum. Take ownership over the 3 key areas that are offered for you to develop!