1. Customer Behavioural Styles & Traits

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

3. 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.

4. 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

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

6. 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?

7. Key Traits of Each Style

8. 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

9. 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?

10. Modifying your Behaviour…

11. 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!