Description
It tells customerand buyer types, buyer-seller fit
CUSTOMER TYPES
IMAGINE A SITUATION
? Busy Branch of a Nationalized Bank
? 300 – 400 customers everyday
Old – young ? Male – Female ? Individual – Business ? Poor – Rich ? Smart - Idiots
?
GULLIBLE (A)
?TREAT HIM LIKE A CHILD.
?Easy Prospect ?Trusts ?Brightens our day ?Hates speed and aggression
?Good morning sir…yes sir.. ?Thanks for allowing me to withdraw my money sir ?Yes sir, you are right sir..
SKEPTICAL (B)
?BE PATIENT, ANSWER ALL QUERIES IN A CALM MANNER
?Doubts it all ?Argumentative
?How long before the amount is credited ? ?You are saying two days I am not sure ?You manager himself is assuring alright, but I am still not sure ?Can you give it in writing?
?Puts “I” before “You”
ANGRY(C)
? DO NOT REACT IMMEDIATELY, LISTEN & LISTEN. ADDRESS HIS CONCERNS FIRST.
?You goofed up my credit card statement last time. ?You have done it again
?Wronged Earlier ?In a Murderous Mood ?Does not mince his words ?Talks…talks…talks..
?What right do you have to be in business? ?You are hopeless ?I will write to RBI ?I will write to President of India
WISHY – WASHY(D)
?TAKE CHARGE, PUSH BY REINFORCING, GET COMMITTMENTS
?Can not Decide
?Postponement ?Timid
?I am not sure whether to go for fixed rate or floating rate. ?I am not even sure whether I should borrow or not ?I think I will ask my wife ?Can I come back later? ?You don’t call me I will call you.
BARGAIN BUFF(E)
?JUST GIVE IN TO HIS EGO
?A little better deal always ?I am smarter than anyone in making the deal ?Ha.. Ha..I win you lose
?We are building a factory, not a cow shed. ?If you can come down from 9 to 8.75, the deal is yours. ?I am negotiating with other banks you see ?They are waiting outside
PAINFUL PERSONALITY (F)
?MEET HIM REGULARLY, SHOW EMPATHY, LEND A SHOULDER
?Attention Craver ?In love with himself
?Stock market will go up again this month because of gnagnagna ?I have never lost money so far ?Mine is a rags to riches story.
?Wants a pat on the back always
?I can teach you a thing or two
HURRY UP HARRY (G)
?BE DONE WITH HIM FAST, DO NOT WASTE TIME
?Fast ?Facts ?Finished ?May not listen
?Yeah.. Lets get on with it
?What Next?
?Can I sign on my partner’s behalf? ?How long will it take?
?How fast can I collect it?
?Here.. Use my mobile, call your HO
KNOW IT ALL (H)
?SHOW COMMON INTEREST, RESPECT HIS KNOWLEDGE
?Knowledgeable
?Out to impress you ?Might Lecture
? Given the SLR / CRR changes, the call money rate will go up and it will push the dollar up again.
?You see, a lot of space is wasted on the pass book because of computerized printing.
BIG SHOT (I)
?TAKE YOUR BOSS ALONG, SHOW YOU ARE IMPORTANT
?Is Important, feels important and creates an aura ?Likes center stage ?Deals only with important people
?I know your chairman, we play golf together ?I am advisor to the United Nations. ?I had told Ratan Tata not to go for Nandigram ?Can I see your boss ?I only drink scotch
TOUGH MAN (J)
?ASK CLOSED ENDED QUESTIONS, PROBE
?Least Talk ?Nods & Agrees ?Leaves you confused ?Might Give a lead
?Mmmm… ?Okay, I will think about it ?I am afraid not ?May be yes.. May be not ?There are possibilities..but
ANOTHER TYPOLOGY
FOUR TYPES
? Thinker ? Sensor ? Feeler ? Intuitor
HOW THEY STACK UP
THINKER
? Self Contained ? Serious ? Keeps Feelings Private ? Industrious ? Likes Procedures ? Slower Paced
•Written Complaint Lodgers •Will not show dissatisfaction
THINKER (The Owl) • Need
– To be Right
• Strategy
– Avoid
HOW THEY STACK UP
SENSOR
Driven by Results Decisive Efficient Candid Independent Shows Little Emotions ? Fast Paced ? ? ? ? ? ? • Officer, why don’t you do it this way? • Come on.I know it can be done •You have too much formalities
SENSOR (The Tiger) • Need
– Control
• Strategy
– Autocracy
HOW THEY STACK UP
FEELER
Friendly Agreeable Quiet Trusting Restrained Asks more than tells ? Slower Paced ? Shows Emotions ? ? ? ? ? ?
•Shy Customers. Very polite • Dissatisfaction – bad word of mouth
FEELER (The Deer) • Need
– Avoid Conflict
• Strategy
– Surrender
HOW THEY STACK UP
INTUITOR
Impulsive Dramatic Fun Loving Excitable Enthusiastic Shows Emotions Tells more than asks ? Shares Feelings ? ? ? ? ? ? ?
•Complain directly •Compare directly • Use harsh words
INTUITOR (The Bear) • Need
– Recognition
• Strategy
– Attack
BUYER SELLER FIT
Seller
?Thinker ?Sensor ?Feeler ?Intuitor Presenting Objections Closing
Buyer
?Thinker ?Sensor ?Feeler ?Intuitor
Handshake or Fistfight?
doc_741862215.ppt
It tells customerand buyer types, buyer-seller fit
CUSTOMER TYPES
IMAGINE A SITUATION
? Busy Branch of a Nationalized Bank
? 300 – 400 customers everyday
Old – young ? Male – Female ? Individual – Business ? Poor – Rich ? Smart - Idiots
?
GULLIBLE (A)
?TREAT HIM LIKE A CHILD.
?Easy Prospect ?Trusts ?Brightens our day ?Hates speed and aggression
?Good morning sir…yes sir.. ?Thanks for allowing me to withdraw my money sir ?Yes sir, you are right sir..
SKEPTICAL (B)
?BE PATIENT, ANSWER ALL QUERIES IN A CALM MANNER
?Doubts it all ?Argumentative
?How long before the amount is credited ? ?You are saying two days I am not sure ?You manager himself is assuring alright, but I am still not sure ?Can you give it in writing?
?Puts “I” before “You”
ANGRY(C)
? DO NOT REACT IMMEDIATELY, LISTEN & LISTEN. ADDRESS HIS CONCERNS FIRST.
?You goofed up my credit card statement last time. ?You have done it again
?Wronged Earlier ?In a Murderous Mood ?Does not mince his words ?Talks…talks…talks..
?What right do you have to be in business? ?You are hopeless ?I will write to RBI ?I will write to President of India
WISHY – WASHY(D)
?TAKE CHARGE, PUSH BY REINFORCING, GET COMMITTMENTS
?Can not Decide
?Postponement ?Timid
?I am not sure whether to go for fixed rate or floating rate. ?I am not even sure whether I should borrow or not ?I think I will ask my wife ?Can I come back later? ?You don’t call me I will call you.
BARGAIN BUFF(E)
?JUST GIVE IN TO HIS EGO
?A little better deal always ?I am smarter than anyone in making the deal ?Ha.. Ha..I win you lose
?We are building a factory, not a cow shed. ?If you can come down from 9 to 8.75, the deal is yours. ?I am negotiating with other banks you see ?They are waiting outside
PAINFUL PERSONALITY (F)
?MEET HIM REGULARLY, SHOW EMPATHY, LEND A SHOULDER
?Attention Craver ?In love with himself
?Stock market will go up again this month because of gnagnagna ?I have never lost money so far ?Mine is a rags to riches story.
?Wants a pat on the back always
?I can teach you a thing or two
HURRY UP HARRY (G)
?BE DONE WITH HIM FAST, DO NOT WASTE TIME
?Fast ?Facts ?Finished ?May not listen
?Yeah.. Lets get on with it
?What Next?
?Can I sign on my partner’s behalf? ?How long will it take?
?How fast can I collect it?
?Here.. Use my mobile, call your HO
KNOW IT ALL (H)
?SHOW COMMON INTEREST, RESPECT HIS KNOWLEDGE
?Knowledgeable
?Out to impress you ?Might Lecture
? Given the SLR / CRR changes, the call money rate will go up and it will push the dollar up again.
?You see, a lot of space is wasted on the pass book because of computerized printing.
BIG SHOT (I)
?TAKE YOUR BOSS ALONG, SHOW YOU ARE IMPORTANT
?Is Important, feels important and creates an aura ?Likes center stage ?Deals only with important people
?I know your chairman, we play golf together ?I am advisor to the United Nations. ?I had told Ratan Tata not to go for Nandigram ?Can I see your boss ?I only drink scotch
TOUGH MAN (J)
?ASK CLOSED ENDED QUESTIONS, PROBE
?Least Talk ?Nods & Agrees ?Leaves you confused ?Might Give a lead
?Mmmm… ?Okay, I will think about it ?I am afraid not ?May be yes.. May be not ?There are possibilities..but
ANOTHER TYPOLOGY
FOUR TYPES
? Thinker ? Sensor ? Feeler ? Intuitor
HOW THEY STACK UP
THINKER
? Self Contained ? Serious ? Keeps Feelings Private ? Industrious ? Likes Procedures ? Slower Paced
•Written Complaint Lodgers •Will not show dissatisfaction
THINKER (The Owl) • Need
– To be Right
• Strategy
– Avoid
HOW THEY STACK UP
SENSOR
Driven by Results Decisive Efficient Candid Independent Shows Little Emotions ? Fast Paced ? ? ? ? ? ? • Officer, why don’t you do it this way? • Come on.I know it can be done •You have too much formalities
SENSOR (The Tiger) • Need
– Control
• Strategy
– Autocracy
HOW THEY STACK UP
FEELER
Friendly Agreeable Quiet Trusting Restrained Asks more than tells ? Slower Paced ? Shows Emotions ? ? ? ? ? ?
•Shy Customers. Very polite • Dissatisfaction – bad word of mouth
FEELER (The Deer) • Need
– Avoid Conflict
• Strategy
– Surrender
HOW THEY STACK UP
INTUITOR
Impulsive Dramatic Fun Loving Excitable Enthusiastic Shows Emotions Tells more than asks ? Shares Feelings ? ? ? ? ? ? ?
•Complain directly •Compare directly • Use harsh words
INTUITOR (The Bear) • Need
– Recognition
• Strategy
– Attack
BUYER SELLER FIT
Seller
?Thinker ?Sensor ?Feeler ?Intuitor Presenting Objections Closing
Buyer
?Thinker ?Sensor ?Feeler ?Intuitor
Handshake or Fistfight?
doc_741862215.ppt