When You Are Telling, You Ain’t Selling

Intelligence Gathering to Increase Sales Through the DISC Tool

2012© All Rights Reserved, Leanne Hoagland-Smith

Agenda 60 Minutes of Good Content into 30 Minutes of Great Content™

History of DISC How DISC is a communication tool Real examples how DISC increases sales The DISC behaviors and tips NLP – A Partner to DISC Special Offer Upcoming Webinars Contact information for Leanne Hoagland-

Smith

Brief History of DISC 1928 William Mouton Marston In his 1928, Emotions of Normal People, William Mouton

Marston explained his theory on how human emotions lead to observable and measureable behavioral differences and how these behaviors may change over time.

Marston categorized four (4) primary types from these perceptions of self in relationship to one’s environment. D=Dominance; I=Inducement; S=Submission and C-Compliance

1948 – Walter V. Clarke In 1948, Walter V. Clarke an industrial psychologist was the

first person to build an assessment tool using Marston’s theories for personnel selection by businesses. He based his four categories aggressive, social, stable and avoidant on Marston’s model.

The DISC Assessment Classifies 4 Aspects of Behavior

•Dominance or Decisiveness - relating to control, power and assertiveness•Influence or Interactive - relating to social situations and communication•Steadiness or Stabilizing- relating to patience, persistence, and thoughtfulness•Conscientiousness or Cautious- relating to structure, data and organization

WHAT DISC MEASURES - HIGH AND LOWSDD II SS CC

Will moreassertively

accept problems

How a PersonSolves Problems

Or

Will actively seek outpeople to interactwith or influence

Will initially resistchange

Steady pace

Will follow rulesset byothers

How a PersonInfluences People

Or

How a PersonSets the Pace

Or

How a PersonResponds to

RulesAccepts

ChallengesProcedures or

ConstraintsInteracts with

OthersReacts toChange

Will accept challenge in

conservative mannerAvoids conflict

Will use moreskeptical logical

approach toinfluence

Will actively seek

changeFast pace

Will activelyattempt toset their

own rules

What DISC Also Measures Natural behaviors Instinctive, gut reactions Natural means less stress; more authentic Adaptive behaviors Learned behaviors to “rise to the

occasion” Adaptive equals more stress; less

authentic These are the behaviors others see more

often

"D""D" is fast-paced and task-oriented.  is fast-paced and task-oriented.  

"I""I" is fast-paced and people-oriented.is fast-paced and people-oriented.

"S""S" is slow-paced and people-oriented. is slow-paced and people-oriented.

"C“ "C“ is slow-paced and task-oriented.is slow-paced and task-oriented.

No one is purely aNo one is purely a "D," "I," "S," or "C.""D," "I," "S," or "C." Rather, each Rather, each of us is a blend of these four traitsof us is a blend of these four traits

Better Communication = Increase Sales

Imagine if you could Gather intelligence? Be more observant? Quickly apply buyer’s

buying behaviors? Shorten the sales cycle

time? Increase sales? What would that mean

for your small business?

Communication and Behaviors Mind reading is still

not a sense shared by all

Human beings communicate through their behaviors

Observation Interaction DISC tools enhances

those observations and interactions

Real World Scenario Auto story from DISC Buick or a Ford? An older couple visit a Ford

dealership; want a Buick Salesperson is DISC

knowledgeable Sends them to the Buick

salesperson with a High D and did not know DISC language

Couple returns and buys the Ford

Morale – People buy from people they know and trust

Real World Scenario New client CEO was Fast

Paced and People Oriented – High I

I focused sales solutions on the people side first

The Dir. Of HR was Fast Paced and Task Oriented – High D

I focused my responses on the tasks

Reduced sales leads time from 6 months to 2 months

Earned sale; earned repeat business

Communication Intelligence Communicate 55% non-verbal 38% para-verbal 7% verbal Use eyes more Use ears more Adjust your sales

style to her or his communication

Communication Intelligence “If the good Lord

wanted us to talk more than to listen, he would have given us two mouths instead of two ears.”

In sales this is critical

3 Simple Steps for Sales People

Know your own behavioral style

Recognize your potential customer’s behavioral style

Adapt your behavioral style to reduce communication gaps in the sales process

Step #1 Step #2 Step #3

“D” Behaviors Decisive Extroverted Task driven Direct Impatient Results focused Emotion = Short

Fuse, Quick to Anger Emotion =

LongerFuse

How to spot Decisive Behaviors

Drive fast Walk fast Lots of hand movement when

talking Communicate numbers e.g. first Office décor inclined to status,

large desk

What “D” Behaviors Want Results Be direct Provide alternatives Let them be in the

driver’s seat Allow them to build

the relationship Enjoy the tension

“I” Behaviors Interactive Indirect People driven Disorganized Fun focused Emotion =

Optimism Emotion =

Pessimism

How to spot Interactive Behaviors

Drive with radio on Weave when walking Big hand gestures when talking Very verbal; poor listener Office décor inclined to being

contemporary with memorabilia

What “I” Behaviors Want Experience Be friendly Take your time Have fun; joke

appropriately Talk about people Follow up often

“S” Behaviors Stabilizing Indirect People driven Passiveness Stability Emotion = Non

emotional Emotion =

Emotional

How to spot Stablizing Behaviors

Drive speed limit, relaxed Steady, easy pace when walking Smaller hand gestures when

talking Warm, will listen before talking Office décor inclined to “homey”

with family photos

What “S” Behaviors Want Security Slow down Build trust Provide logical

presentation Achieve “mini”

agreements Listen well Show sincerity

“C” Behaviors Cautious Direct Task driven Critical Procedures Emotion = Fear Emotion = No fear

How to spot Cautious Behaviors

Careful, best drivers Walks in straight line Limited to no hand gestures Direct with questions for clarity Office décor inclined to be

functional with charts

What “C” Behaviors Want Information Give data Not to be touched Patient and slow

presentations Provide printed

brochures, flyers Stay in control Keep it impersonal

TASK

FEELING

PEOPLE

THINKING

INTROVERTED EXTROVERTED

SENSING (EVALUATE)

INTUITION

COORDINATOR

SUPPORTER

RELATER

PROMOTER

PERSUADER

ANALYZER

IMPLEMENTOR

CONDUCTOR

ENTIST

INT

ISF

INF ESF

ENF

ESTC

IS

D

NLP – A Partner to DISC

NLP = Neuro Linguistic Programming Provides opportunities to further

adapt your sales communication behaviors to your potential customers’ behaviors

Four Styles Listening again the key

4 Types of Communication Styles

Visual Auditory Kinesthetic Auditory-

Digital

Visual – See pictures, mind tends to wander Commonly used

words See Look Appear View Show Imagine

Questions to Engage Do you see what I

mean? Are you getting the

picture? Wrapping up a sales

discussion What did you see that

looks the best for you?

Auditory – Learn by listening; easily distracted Commonly used

words Hear Listen Sound Click Ring a bell

Questions to Engage How does this sound

so far? Is this clicking with

everyone? Wrapping up a sales

discussion What ideas did you

hear that you liked today?

Kinesthetic – Talk slowly, respond to physical gestures Commonly used

words Feel Touch Get hold of Comfortable Catch on Play Together

Questions to Engage Does this feel OK? Is this comfortable? Wrapping up a Sales

discussion What felt best of the

options you were most comfortable with?

Auditory Digital – Talk to himself/herself; sequence Commonly used

words Sense Experience Understand Think Process I know

Questions to Engage Is this making sense? Do you understand? Wrapping up a sales

discussion What do you think

about the options we just discussed?

3 Simple Steps for Sales People

Know your own behavioral style

Recognize your potential customer’s behavioral style

Adapt your behavioral style to reduce communication gaps in the sales process

Step #1 Step #2 Step #3

Thank You

Within 24 to 48 hours you will be sent a link to listen to the recording of this webinar.

The PowerPoint Presentation will also be available.

You will be receiving notification of the next 3 webinars as well as December’s webinars

Special Offer Take the DISC Index assessment tool Receive a personal 30 minute debriefing Receive a 21 page PDF file of your DISC Receive a 30 minute follow-up at 30 days Standard investment = $147 Special offer to webinar attendees = $77 Visit www.processspecialist.com/special-

offer.htm This offer valid until November 30, 2012

November’s 2012 Webinars

All webinars are on Thursday from 12-12:30pm Chicago CST

Nov.8 - Strongly Silent to Emotionally Engaging: The D & I Behaviors

Nov. 15 - Strongly Stabilizing to Consciously Consistent: The S&C Behaviors

Nov. 29 - NLP Another Silent Partner

60 Minutes of Good Content in 30 Minutes of Great Content Weekly 30 Minute Webinars Content relevant and rich No wasted time: No Biographies of presenter or

presenters No Questions and answers No recycled content with a new title

November’s 2012 Webinars Nov.8 - Strongly Silent to Emotionally

Engaging: The D & I Behaviors In this session there will be: More specific “D” Behaviors More specific “I” Behaviors How to adapt to each Early Bird Special ends Register for this webinar

November’s 2012 Webinars Nov. 15 - Strongly Stabilizing to

Consciously Consistent: The S&C Behaviors

In this session there will be: More specific “S” Behaviors More specific “C” Behaviors How to adapt to each Early Bird Special ends Register for this webinar

November’s 2012 Webinars Nov. 29 - NLP Another Silent Partner In this session there will be: More specific NLP Behaviors Questions to engage decision maker How to wrap up discussion for each style Early Bird Special ends Register for this webinar

December’s 2012 Webinars

All webinars are on Thursday from 12-12:30pm Chicago CST

Dec. 6 - The 3 Dirty Words in Business (FREE)

Dec. 13 – Goal* Dec. 20 – Plan* Dec. 27 - Do It* *Early registration opens Nov. 5, 2012

January’s 2013 Webinars All webinars are on Thursday from 12-12:30pm

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Charting a MAP for Success Jan. 10 – Ensuring Your Rudder - Values Jan. 17 – Plotting Your Course - Vision Jan. 31 – Landing Successfully – Mission By the end of January 31, 2013 you will have a

simple one page business plan that can be easily updated.

60 Minutes of Good Content in 30 Minutes of Great Content First Thursday of each month FREE Webinar overview of

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Thank You

Leanne Hoagland Smith, CRO & Founder

ADVANCED SYSTEMS Unlocking Sustainable Results in

People, Processes and Strategies 219.759.5601 Main Chicago CST 219.508.2859 Mobile Chicago CST www.processspecialist.com coach@processspecialist.com www.increase-sales-coach.com @CoachLee - Twitter ID

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