A new approach for teaching customer personality types in. Key personality traits for a perfect service rep providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. The four personality types the four personality types are. Personality categories social behavior types based on merrillreid styles. These customers are usually frustrated, but sometimes they just chat too much. Personality profilebasedonphone personalitystyleandcustomize profile interaction messagingtoimprove.
A study published in nature human behaviour reveals that there are four personality types average, reserved, rolemodel and selfcentered and these findings might change the thinking about. Silent customer is always calm and inactive and he is very difficult type of customers. Personality types jungs model of typology daryl sharp. By knowing your customers personality type, your company can tailor its marketing communication to build trust and break down their resistance to buy. Heres how good you are at customer service, based on your personality type we all know that customer service positions can be challenging and thankless jobs. Using colors the right way we can help guide our customer in their decision process. It is easy for students to remember the types by shape association. A powerful way to understand people discovery report. Relatersupporter, initiatorcheerleader, analyzerinvestigator, and driverleader. Understanding personality types more effective customer service training. One of the things i learned while working in sales, marketing, and customer service is to identify the personality type of your potential or existing customer.
To build highperforming teams, service leaders must identify and leverage the personality traits of their top reps. Some people are better suited for handling others and keeping them calm when times are stressful. Drivers are often taking managing job positions, so expect them to be dominant and controlling. This paper aims to provide understanding on how bandung distro customers with different personality types evaluate marketing mix factors and how it impacts. Understanding relationship between personality types, marketing. Theyre the decisive type, and they like to make a decision fast, but theyre not very detailoriented.
Its generally not too difficult to identify the primary personality type of an individual, based on his or her persona, communication style, and to some extent profession. Customer type this is the name for the customer type. To my mother and father and to vicki and jessy appendix 2, the clinical significance of extraversion and introversion, by h. Understanding a customers personality type can give you some clues as to how to help them have a pleasant experience. Well stipulate that neither ari or mary were talking to a group of consultants, or consultative sales folks, but consultant types quickly learn that. Back to blog every once in a while, call center customer service reps are forced to deal with a problematic caller. Note how you can use the same color to create different emotions and trigger different outcomes from your customers. Aristotle, though some attribute it to mary poppins, is purported to have said, well begun, is half done. For years these 4 personality types have given individuals insight into their own personality and how to deal with others.
The way to do this is to master the skill of identifying customer personality types and styles. In the world of business, as an entrepreneur and even in our day to day interactions, we will meet with and talk to people with different personailities. People who possess this personality look for facts and figures in a sales presentation. Dimensions of type the four dimensions of type have polar opposites. Some customers love your teams manner, while others brush it off. While perfection can hardly ever be achieved some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply dont. The purpose of the research is to study the role of personality types, gender and age. The top personality traits for successful customer service.
How to handle 4 different personality types of customers. It is easy for students to learn the types by evoking images of shapes, rather than determining the germane quadrant for each customer in a matrix. Cultural traditions, race, and social status influence an individuals. One questionnaire was used to gather data on distro customers. Describing each personality style 4 different types 4 different priorities as mentioned before, we will add the descriptive terms to the diagram. Using mcdonalds as an exam ple, gutek 2000 described the encounter between the customer and service provider as one in which the types of emotions that. According to trish wend, a marketing executive at tqm. How to convert more customers using 4 basic personality types. You can create new customer types and define unique pricing, content, discounts, shipping etc.
Here is how good you are with customer service jobs, based on your personality type, infj while infjs can often make other people feel at lease, they personally become drained when they have to work in customer service. The customer data was collected by using two types of questionnaires. Pdf personality types and the workplace researchgate. Quenk i asked naomi quenk to write this article for the bulletin because i believe understanding the difference between a trait view of personality and a type view of personality is crucial to our ethical and wise use of psychological type. Customer segmentation, types of buyers, has always been important, but now that personalization and customer experience are factors that determine a business success, effective segmentation is even more important. One of the most basic types of customer service is the call center. The answer from a company, a rep and customer is probably too long. The driver is the most dynamic and active personality of all types of customers. Notice the letters d, i, s and c appear in the 4 quadrants of the circle in the diagram below. Some customers want to pick a fight, while others wont disclose what they really want. Only 33% of the companies that use customer segmentation say they find it significantly impactful. Pdf truly civilized societies do not hold predawn power breakfasts terry eagleton the philosopher and critical.
Understanding relationship between personality types marketing. Behavioralanalytics automaticallyanalyzesthese patternsineveryinteraction. Although each customer is unique and should be treated as an individual, there are essentially four broad personality types that apply in retail and service environments. Here are four different customer personality types essential for your sales success.
How to sell to 4 different personality types hubspot blog. Increase sales by understanding customer personality types. Check out the diagram we created below to find the right colors for your customers personality type. Customer types can be createdmodified by browsing to settings people customer types to add a new customer type, click on the orange new icon at the top on the right. A large business will often devote an entire department to taking calls from customers who have needs or concerns. Whether its their employees or their customers, the expressive personality type will want to know how decisions they make affect the people. One questionnaire was used to gather data on distro customers personality type, while the.
While this method diminished our sample size, it improved our ability to find trends among different personality types. Analytical blue driver red amiable green expressionist yellow. What follows is a critical thinking approach to personality in the workplace using the principles and insights of c. Pdf personality influences on customer satisfaction. In this post well cover the 4 customer personality types and ways your reps can adjust their approach to quickly build rapport and increase their likelihood of closing the deal. Therefore, understanding what your personality test measures, how it measures your personality, and what type of personality traits are important to your employer, is vital in getting you through the personality test and getting your dream job. Research from ceb, now gartner, identified specific personality traits of highperforming reps that are best able to deliver a loweffort experience. Well stipulate that neither ari or mary were talking to a group of consultants, or consultative sales folks, but consultant types quickly learn that early preparation can make a big. Increase sales by understanding customer personality types january 21, 2011 in education, sales tips by brian frank ive been in sales for more than two decades now and have seen many things change in the world of print management services. The 4 personality types or buyer behavior styles are based on the disc personality assessment. Personality influences on customer satisfaction article pdf available in african journal of business management 611. Get to know the 4 personality types of your customers when you do, its like being in their heads.
Every person has a distinct personality type and buying decision behavior. Study finds 4 main personality types which one are you. It seems other types can struggle in these situations, and dont often have. Judging types will be seen as more dependable, responsible, than perceptive types, but less open to new information and less adaptable than perceptive types. It is not necessarily the case that one customer personality type is preferable to others.
The psychogeometric types are holistic, not derived dimensionally. Knowing the types and understanding the differences between them improves communication, sales, and customer service. Perceptive types will have somewhat higher aptitude scores than judging types, but will earn somewhat lower achievement scores than predicted from their aptitudes. We focus on building the best customer service software out there, but ultimately people make all the difference great actors make characters come to life. The salesman doesnt know about the internal feelings of such customer. Lengthy resolution experiences can be taxing to customers and costly for the business.