Page 197 - Company Excellence

Company excellence through matching in customer contact

9. Did he act more introverted or more extraverted?
10. Did he look me in the eye or avoid eye contact?

This exercise helps the salesperson to gradually build up the
competence to better recognize and better recognize and
assess a customer's personality type.

Winning over the customer of the red personality type in a fact-
oriented manner
Let me make a preliminary remark: The designations of the
customer types and the salesperson types in the following - as
throughout this book - apply to all genders (m/f/d); however, for the
sake of better readability, the generic masculine is chosen in the
following. So here goes: The red-dominant customer often sees the
conversation with the salesperson as a test of power and a verbal
confrontation with "sharp weapons" - he wants to assert himself in the
"battle" with the conversation partner and dominate him. Therefore,
he tries to score points on the content level: "Stop it. I read in the
newspaper yesterday that ..." Or he attacks the salesperson on the
relationship level and accuses him of incompetence. He uses
objections as a means of making it clear that he, the customer, has
the upper hand. Therefore:

The salesperson remains objective and does not start an
argument on the relationship level.

However, he does not have to be offended either. Nevertheless, he
should use every opportunity to get into the factual waters by
conducting the conversation calmly and confidently on the one hand,
and on the other hand to give the customer the feeling that he is
dominating the com- munication. In addition, the following applies:

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