5.1 different personality types of customers

Relators description

• caring & sensitive people

• Compassionate and demonstrate personal warmth towards others

Relators management

• engage in small talk early in call

• Show empathy

• Soften tone of voice

• Use customer name

• Show in tone and voice you like customer

Systemizers description

• logical, analytical, and orderly

Systemizers management

• active listening techniques to summarise and paraphrase to show that you listened and confirm understanding

• Ask

Valuators description

• strong personal values

• Dedicated, observant, and conscientious

Valuators management

• communicate honesty and demonstrate reliability

• Show respect for their opinions and values

• Give +ve feedback on values, opinions, ideas and accomplishments

Stimulators description

• need playfulness, spontaneity, creativity and fun

Stimulators management

• less formal communicating style

• careful not to seem unprofessional

• Stimulators tend to wander off topic and talk about interesting irrelevancies

• Pull back conversations back on course in a playful way

Visualizers description

• calm, quiet and introspective

• Comfortable in own company and typically enjoy individual time for mind to wander or drift

Visualizers management

• speak slowly to match tone and pace of visualiser

• Focused questions to draw out required information

• Allow customer to pause to collect thoughts before responding

• No small talk

• Keep call as short as possible

• Be specific and offer clear directions for resolving customer’s problem

Activators description

• adaptable, persuasive and charming with a natural flexibility that enables them to fit in naturally with others

Activators management

• Be confident, positive and upbeat

• No flowery compliments and long explainations