"Certified Service Advisor"

Module 1: Successful in the role of a service advisor

Subtopic 4: Self-analysis, change of behavior, motivation

Assessment based on external characteristics

"How can you assess an unknown customer?"

• Facial expressions
• Gestures
• Physique
• Posture
• Gait
• Clothing
• Voice
• Language
• Way of speaking

... and also:

• Vehicle model
• Condition of vehicle
• Accompanying people etc.

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Human behavior (as well as customer behavior) is a function of two factors:
Behavior = Personality + Situation or B = P + S

Personality Situation:

1. Hereditary/genetic (nature, 1. Customer:

character)  Previous experience
 Appearance
2. Formation
(parents, kindergarten, school 2. Dealership:
etc.)  Physical facilities
 Working climate, noise, temperature
3. Other experiences
Strokes of fate, illnesses
3. Service advisor:
 Mood
 Health/sickness

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The basic pattern of human behavior ...

Observed
customer behavior (B)

Personality (P) + Situation (S)

Personal Situation created

situation of customer by us

Cannot be changed Can be influenced Can be changed

Adapt accordingly Adapt accordingly Rethink and

and offer help change if necessary

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Personality - what is it actually?

• The term "personality" is commonly used to refer to a person with outstanding

characteristics, a special individual.

• Furthermore, the term also refers to the collection of lasting characteristics (personality
characteristics) which typify a person.

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Personality type theory according to Carl Gustav Jung

The personality type theory of C.G. Jung is the underlying theoretic model which the following
personality tests are based on.

This test does not measure the competence of a person but simply how people do something
(internal processes).

On this training course, we use the model to analyze why people sometimes get along well and
sometimes not so well in customer contact situations
and
how we can adapt our behavior to different customer types in a simple but successful way.

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The four basic dimensions of personality type theory

E Energy intake –
I
Extroversion (oriented outwards) Introversion (oriented inwards)
where do I get my energy from?

S N
Sensing (with the 5 senses) Intuition (with the sixth sense)
Perception

T F
Decision-making
Thinking (analytical decision-making) Feeling (value-oriented decision-
making)

J P
Judging (structure-oriented) Lifestyle – Perceiving (perceptual orientation)
attitude to the outside world

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E-I types

E type I type
Gets their energy from others. Gets their energy from their internal resources.

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E type I type
Often friendly, talkative and easy to get Restrained, calm and difficult to get to
to know. know.

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E type I type
Needs relationships. Needs privacy.

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E type I type
Shows their feelings. Holds their feelings back.

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E type I type
Looks for, needs and gives life breadth. Looks for, needs and gives life depth.

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E type I type
An E type can appear superficial to an I An I type can appear reserved to an E
type. type.

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S-N types

S type N type
Reads instructions, notices details Follows their feelings, uses instruction manuals only
as a last resort

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S type N type
Sees individual parts. Sees patterns and relationships.

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S type N type
Likes things which can be clearly measured. Likes the creative.

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S type N type
Starts at the beginning and proceeds Starts anywhere and skips
step-by-step steps

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S type N type
Lives in the present. Enjoys what Lives in the future and thinks about
is there. what could be.

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S types appear materialistic and pedantic N types are seen by S types as unreliable and
to N types. impractical dreamers.

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T-F types

T type F type
Likes logic. Decides with the heart.

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T type F type
Places value on truth and justice. Places value on relationships and harmony.

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T type F type
Sees things from the outside. Sees things with personal empathy.

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T type F type
Looks at things in the long-term. Lives from their direct personal impressions.

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T type F type
Can analyze well. Can understand people well.

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T type F type
F types see T types as cool and T types see F types as confused and
arrogant. emotional.

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J-P types

J type P type
Likes clear processes and a fixed Likes change and diversity.
routine.

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J type P type
Is decisive. Is curious and open to surprises
of any kind.

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J type P type
Sticks to deadlines, plans in advance. Only just meets deadlines at the last
minute.

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J type P type
Likes completion, finishes Prefers openness and enjoys the
a task. process per se.

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J type P type
Would like to get their life under Would like to live every moment of life
control. to the full.

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J type P type
J types seem too narrow-minded and P types are seen as unorganized and untidy
structured to P types. by J types.

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