1. Advantage Understand Personality Styles & Develop Rapport June 12, 2011 for Sales

2. Questions for Discussion What is rapport? How important is rapport in your sales process? Describe the personality type of someone with whom you felt you had good rapport. Describe a personality type with whom it is more difficult for you to be in rapport.

3. Understand yourself better Understand your customers better Recognize different personality styles and values Deal with differences more effectively Be more effective with difficult people Adapt to different personality styles Establish better rapport with a wider range of people Goals for Today’s Webinar

4. Definition of Rapport A bond of affinity or friendly relationship between people based on mutual liking, trust, and a sense that they understand and share each other's concerns

5. Building Strong Rapport How well do you build rapport with customers? Listening and understanding Knowing when to talk Understanding personality styles Adapting to personality styles Meeting the customer’s needs with this understanding and your services

6. Your Ideal Customer Who is your ideal customer? Trusts me Has infinite resources Makes referrals Is loyal Decides quickly Never complains Always does what I want them to do …is like ME!

7. Your Worst Customer Who is your worst customer? Condescending, know-it-all Calls & Emails too much Takes free advice but doesn’t pay Asks too many questions Always pushes for a deal Talks endlessly Doesn’t say what they want Doesn’t get back to me quickly

8. Your Ideal Customer Is your ideal customer just like you? Is your worst customer your polar opposite?

9. Understanding Yourself and Your Customers Understanding yourself and your customers No one is exclusively any one style Everyone has a little bit of every style Each person is unique We seek to understand each other’s uniqueness in proportions of the following terms

10. RegulatorEnergizer AnalyzerCooperator Assessing Personality Styles

11. Regulators… Value: Doing Achieving Action Leading Are concerned about: Outcome Big picture Being taken advantage of Are less concerned about: Extreme detail Being the most popular person in the room Emotions Regulator Characteristics

12. Energizers… Value: Change Appreciation Approval Activity Excitement Are concerned about: Loss of social approval Are less concerned about: Outcome Accuracy Following Energizer Characteristics

13. Analyzers… Value: Accuracy Precision Security Being Correct Facts Are concerned about: Criticism of their work Being wrong Mistakes Are less concerned about: Time Popularity Being Liked Analyzer Characteristics

14. Cooperators… Value: People Feelings Listening Relationships People getting along Are concerned about: Loss of affection Loss of approval Are less concerned about: Accuracy Control Excitement Cooperator Characteristics

15. Affirming Dominant ThinkingFeeling RegulatorEnergizer AnalyzerCooperator Assessing Personality Styles

16. Regulator Energizer Analyzer Cooperator Change, Action, Competition Feelings People Tasks Time Structure Patience, Good listeners Common Values of Personality Styles

17. Energizer Analyzer Cooperator Regulator Polar Opposites

18. Matching individuals to personality profiles Name 1 person you know that fits each profile Exercise: Identifying Personalities You Know

19. Who is your worst customer? Condescending, know-it-all REGULATOR Calls & Emails too much ENERGIZER Takes free advice but doesn’t pay COOPERATOR Asks too many questions ANALYZER Always pushes for a deal REGULATOR Talks endlessly ENERGIZER Doesn’t say what they want ANALYZER Doesn’t get back to me quickly COOPERATOR Personality Profile and Difficult People

20. Style Shifting Law of Requisite Variety The element of any system with the widest range of behavior available to it will control that system

21. Implication for Rapport Building Rapport with Clients means Know my personality profile Assess their personality profile Style-shift to address their values, concerns

22. Homework – Style Shifting Review 3 customers based on personality profile Practice style shifting with each for better rapport Identify your polar opposites Practice style shifting with them Give the assessment to spouse, children, friends Do the same exercise with them

23. Looking Ahead Next A4S Webinar: Tuesday, June 26, 11:30 a.m.