Professional Documents
Culture Documents
70 : 30 Rule : let the customer speak 70% and when they tell 70% of
their personal life you need to tell 30% of yours too .
Preferred Sensory System :
• Know when people think or talk , they each have a preference of
sensory they use . Can be sorted into this 4 types
Visual Sense :
• They like seeing things , they mainly think of images or
videos .
• They mainly use visual descriptors such as : See – Bright –
Clear – Draw – Emerge – Imagine
• If the customer speak quickly !! : show them brochure or
reflect their speech and use more visual expressions . Shapes
& graphs also effective and clear visual aids . Looking more
gesture and body language helps too .
Auditory expressions :
• They don’t show much emotion , their tone is steady and their
sentences are short and simple .
• Descriptors : Consider – Think – Experience – Understand –
Concentrate – Decide
• They are very cautious and have a lot on their mind , for them
customer show them specific materials and sufficient reason
when explaining .
• They are customers who need to have an internal conversation
so give them time .
Eye Movement :
Upwards to the left : Upwards to the
Imagining an image right: Recalling a
visual memory
Memory
Imagination
• Also we can use open question to help the customer change the stereotype
they have themselves .
Softening Frame : is the skill that are less annoying
to customers by using softening frame a head of
questions or words . EX: I Understand