1 “Improving Communication Skills” (insert distributor logo here)

2 Communication is steady dialog Speaking Listening Feedback

3 Identify your Communication Style Aggressive: wants to control, bully or intimidate Passive: a “yes” person, one that rarely speaks or shares opinion Manipulative: works from own agenda Direct: will tell the truth, no matter the consequence

4 The 4 Retailer Personalities Dominant Influencer Steady Relater Cautious Thinker

5 Dominant Be clear, specific and to the point Stick to the business at hand When communicating with a person who is ambitious, forceful, decisive, strong-willed, independent and goal-oriented Talk about things irrelevant to the issue Leave loopholes or cloudy issues Appear disorganized Factors that will create tension or dissatisfaction: Do: Don’t :

6 Influencer Provide a warm and friendly environment Avoid details (put things in writing) Ask feeling questions (their opinion about things) When communicating with a person who is enthusiastic, friendly, excited, and a “natural born salesperson” Be cold or too much to the point Control the conversation Focus on facts and figures to make decisions Factors that will create tension or dissatisfaction: Do: Don’t :

7 Steady Relater Begin with personal comments (break the ice) Present your case, softly Ask “how” questions to get opinion When communicating with a person who is patient, predictable, reliable, steady, relaxed and modest: Move too quickly Be too demanding Force into decisions Factors that will create tension or dissatisfaction: Do: Don’t :

8 Cautious Thinker Prepare your “sale” in advance Stick to business Be accurate and realistic When communicating with a person who is dependent, neat, conservative, perfectionist, careful and compliant: Be too casual, informal or loud Push too hard or unrealistic Be disorganized or messy Factors that will create tension or dissatisfaction: Do: Don’t :

9 What’s next? Practice - speaking/listening Spend time analyzing your retailer’s communication style Change your delivery for different styles No one has ever listened their way out of a sale!