0 Personal Styles Understand personal styles Apply to your Customer

1 Relationship building Key elements: Identifying styles Tailoring approach Interpersonal ingredient of the sell

2 Relationship building Sales skills Develop strong, trusting relationships with customers Takes advantage of close relationships to maximize sales Develops relationships to enable increase performance versus targets Establishes rapport Gets to know customer step by step Remembers things about individuals and customers

3 Benefit of relationship with the Customer Relationship with CustomerImportance of price, quality, etc

4 Personal style – key considerations No right/wrong style Understanding the strengths & leverage points Situations that can cause change to a style Customer / Self style understanding

5 Exercise: Identify your and your Customer’s style Individually fill out templates: –“Identify your style” - to picture yourself. Of each of the pairs of statements, tick the one that describes most clearly your behaviour - only tick one box per pair –“Identify your Customer’s style”- picture your customer in your head. Of each of the pairs of statements, tick the one that describes most clearly their behaviour - only tick one box per pair. Plot results of identifying your own and Customer’s style on the “Personal style matrix” sheet. *…..

6 Identifying your style Picture yourself. Of each of the pairs of statements, tick the one that describes most clearly your behavior - only tick one box per pair Are you more: Bold Talkative Confronting Active Challenging Assertive Take Charge Dominant Retiring Quiet Supporting Thoughtful Accepting Hesitant Go along Easygoing Forceful Intensive Subtle Relaxed * or Are you more: Outgoing People person Feeling Close Responsive Impulsive Spontaneous Informal Reserved Quiet Thinking Distant Methodical Self controlled Disciplined Formal Warm Dramatic Cool Matter of fact * or This score corresponds to the horizontal axis overleafThis score corresponds to the vertical axis overleaf *Total number of ticks in this column only

7 Identifying your Customer’s style Picture your Customer. Of each of the pairs of statements, tick the one that describes most clearly their behavior - only tick one box per pair Is your Customer more: Bold Talkative Confronting Active Challenging Assertive Take Charge Dominant Retiring Quiet Supporting Thoughtful Accepting Hesitant Go along Easygoing Forceful Intensive Subtle Relaxed * or Is your Customer more: Outgoing People person Feeling Close Responsive Impulsive Spontaneous Informal Reserved Quiet Thinking Distant Methodical Self controlled Disciplined Formal Warm Dramatic Cool Matter of fact * or This score corresponds to the horizontal axis overleafThis score corresponds to the vertical axis overleaf *Total number of ticks in this column only

8 Personal style matrix Vertical axis Horizontal axis Power ConceptualSocial Security

9 Personal styles Tool Ideas Orientated Analytical Orientated Results Orientated People Orientated ConceptualSecurityPowerSocial

10 Personal styles Ideas Orientated Conceptual Creative style Passionate / Belief Enthusiastic & Energetic Knowledge / Understanding Innovative Visual senses Looking for the ‘new’ news Get them involved in the creative thinking Respond to/influence: Short attention span Always looking for a different/better way Not interested in detail Implementation Keeping them interested Watch outs:Key characteristics: Ideas Orientated Like to see the big picture Like visual aids Like to be creative Look to raise the bar Demands excellence Developing their business

11 Personal styles Analytical Orientated Security Patience Needs time to think through Don’t like surprises – keep them informed throughout Don’t like change / controversy – reasoned argument Risk reduced - backed by data Decision making can be slow – allow buffer time Sales person’s availability and support Respond to/influence: Decision making can be slow Don’t perform well under pressure Be clear on decision making process and Key decision makers Ensure solutions presented are factually backed Reduce the risks involved Watch outs:Key characteristics: Data / Analytical Orientated Thorough & detailed Enjoy detail Well considered decisions Logical & structured Fact based decisions

12 Personal styles Results Orientated Power Bottom line presentation Facts/figures to hand Efficient time management Business focus not the personal pleasantries Make it look like his/her idea Clear & concise Ego massage Make customer look good in their organization Ceremony and status Respond to/influence: Aggressive / Authoritative Bullying tactics Don’t waffle!! Don’t overload with detail Watch outs:Key characteristics: Results orientated Wants to know bottom line Fast summaries / key points Ego /Self focused ‘Make me look good’ Know where you stand Will make decisions & and make it happen

13 Personal styles People Orientated Social Status Quo (do not like change – offer strong rationale) Show an interest in them personally Entertainment and hospitality Invite to events Respond to/influence: Poor implementation of decisions Not that disciplined Relationships with other suppliers – very loyal Tries to keep everyone happy Avoids conflict situations Plays relationship card in difficult situations Watch outs:Key characteristics: People Orientated Informal communication One to one discussions Like to get to know you Personal & business interest Hospitality & Entertainment

Style implications for you as a seller 14 Slow down, listen and question more. Be flexible in your style and approach. Think before speaking to ensure the message is relevant. Balance business and personal relationships. Don’t take things personally or at face value. Make a conscious effort to add “texture”. Manage time to focus on delivery and not just content preparation time. Question with interest rather than interrogate with intensity. Manage the unexpected in the moment. Use the quantity of information the customer wants. Be patient and let the customer speak. Do not replace content with creativity, balance it. Consider the impact on the longer term relationship. Use the power of the Nestlé team. Inject pace to accelerate the close. Do not ignore objections, resolve them. Hold the customer to their commitments. Manage the distractions to keep focussed. Put the time into preparation Implement with rigour and discipline. © The Quantic Group 2012 SP|TQG|PM|Nestlé|10165|PD (KB)

15 Key messages Flexibility – there is no right or wrong style Understand your customer and your own personal style Adapt your presentation style and approach appropriately to the identified style – do you have a tailored approach by customer? Don’t assume everyone likes to do business the way you do Focus on the leverage points of the Personal Styles model to give you a competitive edge Overlay customer styles throughout the sales process Style check – are you making positive impact?