34 Questions
What is the main topic discussed in the chapter?
Communication Styles
What is communication style according to the chapter?
A pattern of behavior that others observe
Why is adaptive selling important in sales?
To improve communication and build relationships
What happens when interacting with someone with a different communication style?
A communication style bias occurs
Who is described as a 'hurricane of demanding ambition' in the chapter?
Deborah Hopkins
What is one of the learning objectives of the chapter?
To identify your preferred communication style
What is the importance of communication style in sales?
It is an important element of adaptive selling
Who is described as quiet and reflective in the chapter?
Bill Gates
What is the primary focus of communication style principles?
Understanding individual differences in communication styles
What are the two dimensions used in the Communication Style Model?
Dominance and sociability
Where do people tend to fall on the dominance continuum?
Somewhere between low and high
What is a characteristic of someone high in dominance?
Being decisive and opinionated
What is the purpose of the Dominance Indicator Form?
To perceive oneself on the dominance continuum
Why is being in sync with others important in communication?
To create a productive relationship
What is the main benefit of style flexibility in sales?
To adapt one's communication style to accommodate the needs of the customer
What is the characteristic of a Supportive style that can become a weakness if exaggerated?
Needy
What is the purpose of identifying a customer's communication style in sales?
To adapt one's communication style to accommodate the needs of the customer
What is the main focus when building relationships with Directive customers?
Being time-disciplined and efficient
What is the key to building relationships with Emotive customers?
Being enthusiastic and informal
What is the main goal of the Platinum Rule in sales?
Do unto others as they want done unto them
What is the characteristic of a Reflective style that can become a weakness if exaggerated?
Stiffness
What is the main benefit of understanding different communication styles in sales?
To develop rapport with people regardless of style
What is the key to identifying a customer's communication style?
Tone of voice, gestures, and openness
What is the purpose of style flexing in sales?
To adapt one's communication style to accommodate the needs of the customer
What does sociability refer to in terms of human behavior?
The tendency to seek and enjoy interaction with others
What is the characteristic of individuals who are low in sociability?
They tend to control their feelings
Which style of communication is characterized by being spontaneous and zestful?
The Emotive Style
What is a key characteristic of the Directive Style of communication?
It is very serious and demanding
What is a key characteristic of the Reflective Style of communication?
It controls emotional expression
What is a key characteristic of the Supportive Style of communication?
It avoids the use of power
Which of the following is NOT a characteristic of the Emotive Style?
Being deliberate
What is the main difference between individuals who are high and low in sociability?
Their tendency to express their feelings freely
Which style of communication is characterized by being precise and scientific?
The Reflective Style
Who is the owner of the Dallas Mavericks and a frequent star of the television show, Shark Tank?
Mark Cuban
Study Notes
Communication Styles and Adaptive Selling
- Communication style is the pattern of behavior that others observe, and it influences the relationship process in sales.
- Adaptive selling requires altering sales behavior to improve communication, and communication style is an important element of adaptive selling.
Communication Style Bias
- When we interact with someone whose communication style is different from our own, a communication style bias occurs.
Communication Style Principles
- Individual differences exist and are important.
- A communication style is a way of thinking and behaving.
- Individual style differences tend to be subtle.
- There are a finite number of styles.
- Being in sync with those you work with helps to create the most productive relationship.
Communication Style Model
- The model consists of 4 styles based on two dimensions: dominance and sociability.
- The dimensions are:
- Dominance: the tendency to control or prevail over others.
- Sociability: the amount of control we exert over our emotional expressiveness.
The Dominance Continuum
- Dominance is the tendency to control or prevail over others.
- We all fall somewhere on the continuum between low and high dominance.
- Someone low in dominance may be reserved, unassertive, and easygoing.
- Someone high in dominance may be decisive, opinionated, self-assertive, and vocal.
The Sociability Continuum
- Sociability reflects the amount of control we exert over our emotional expressiveness.
- Those who are high in sociability tend to express feelings freely.
- Those who are low in sociability tend to control their feelings.
- Sociability is a universal behavioral characteristic that refers to the tendency for one to seek and enjoy interaction with others.
Four Styles of Communication
- Emotive Style:
- Appear quite active.
- Take social initiative.
- Encourage informality.
- Express emotional opinions.
- Key descriptors: sociable, emotional, spontaneous, zestful, stimulating, and personable.
- Directive Style:
- Appears to be quite busy.
- May give impression of not listening.
- Displays a serious attitude.
- Likes to maintain control.
- Key descriptors: aggressive, intense, demanding, pushy, bold, and frank.
- Reflective Style:
- Controls emotional expression.
- Displays a preference for orderliness.
- Tends to express measured opinions.
- Seems difficult to get to know.
- Key descriptors: precise, deliberate, questioning, serious, disciplined, and industrious.
- Supportive Style:
- Appearance of being quiet.
- Listens attentively to other people.
- Tends to avoid use of power.
- Makes decisions in a thoughtful and deliberate manner.
- Key descriptors: lighthearted, reserved, passive, warm, and docile.
Identifying Communication Styles
- Mark Cuban's communication style is likely directive.
Minimizing Style Bias
- Salespeople must be able to develop rapport with people regardless of style.
- Style flexibility is a sales strategy that can be learned.
Style Flexing
- Style flexing is the deliberate attempt to adapt one's communication style to accommodate the needs of the other person.
- In selling situations, determine the customer's most preferred style and flex your own accordingly.
Cues to Help Identify Style
- Tone of voice
- Gestures
- Openness
- Spontaneity
- Friendliness and informality
Building Relationships with Customers
- Emotive Customers: be enthusiastic, informal, and supportive; take time to establish goodwill.
- Directive Customers: be businesslike, efficient, and time-disciplined; use facts and figures.
- Reflective Customers: be on time, well-prepared, and businesslike; present proposals in a slow, deliberate manner.
- Supportive Customers: take time to build a social relationship, listen carefully, and be patient.
The Platinum Rule
- Do unto others as they want done unto them.
This quiz covers the importance of communication styles in sales, including how they influence relationships and the two major dimensions of the communication style model.
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