Behavioral flexibility is proving to be one of the most useful tools you can add to your intellectual inventory, your professional equity. Understanding style types and learning how to adjust (not change) your approach fosters rapport and trust with your customer, while helping meet and exceed your customer's communication expectations. Sales entrepreneurs understand that the full dynamics of interpersonal communication go beyond the basic communication model of sender (encoding) and receiver (decoding).
Different customers require different selling approaches. Behavioral flexibility provides a tool for us to adapt to different selling situations. Its application continues to grow in popularity as business people learn to appreciate the tremendously positive impact behavioral flexibility has on relationships.
Building and maintaining rapport and trust are the cornerstones to any relationship. So what's the difference between rapport and trust? Rapport can be instantaneous or developed in a very short period of time. It means having something in common with the party you are meeting. Part of forming a first impression is deciding whether you like this person enough to continue the conversation without barriers. Sometimes when you meet someone new, you instantly feel good about him or her. Rapport develops quickly. Perhaps it's like the "love at first sight" feeling. Trust takes longer. Trust is developed over time and is based on honesty, consistency, integrity, and professionalism. It's following through on your commitments and promises. I may initially like you (rapport) but it may take a bit of time before I trust you. Thus, rapport and trust must work in accord for the relationship to advance. These are two common denominators to any endeavor in life and to any relationship, including relations with your internal customers, kids, siblings, and spouse.
The pioneer who developed the psychology of style types was a Swiss psychologist, Dr. Carl Jung. He initially observed differences in his parents' behavioral styles and his fascination led to years of studying the differences among people. He began his research in the late 1800s and in 1921 he wrote Psychology Types. Jung's research eventually revealed four basic behavioral types: Initiator, Thinker, Feeler, and Sensor. Most of his work focuses on internal characteristics that lead to external behaviors. Another point to consider: It is suggested that you are born with a predominate style that does not change as you go through life. Once a thinker, always a thinker. That's not to say you don't experience traits from the other styles; you do. Jung's work simply suggests that you have a primary personality style. The four styles I refer to later in this chapter are Socializer, Director, Thinker, and Relater, all evolving from Carl Jung's work.
You should read this modul:
How Do I Get Them to Like Me?
Four Behavioral Styles of Customers
How Will I Know When I See One?
Different Versus Difficult
General Observations
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