12|05|2008
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Welcome to a ‘mini-version’ of The Sales Behaviour Diagnosis

Dr. David West, Director of Learning for The Working Manager (TWM) has developed a diagnostic instrument, The Sales Behaviour Diagnosis, which identifies and measures (a) the behaviours of sales people and (b) the behavioural expectations and values of customers.

The resultant outputs show the degree to which a sales person’s or sales team’s behaviour matches what the customer values and will respond to most positively.

In this ‘mini-version’ you are asked to think of a specific customer, a group of customers (perhaps for one type of product) or your 'typical' customer.

Look at each pair of statements and select the one (to the left or the right) that best reflects how you believe your customer(s) would respond.

Once you have submitted your answers, an illustrated graph will show you how your customers want to be sold to.

My customer(s) would say...   My customer(s) would say...
In this market, many firms provide more or less equal products at similar prices. We like to work with a specific individual in a supplier - someone who takes responsibility for our work.
In this market, the saying, 'People buy people' is very true. Virtually every assignment or project you undertake for us is likely to be different.
Your customers may often be unaware of all you can do to improve their business. We prefer to work with people with energy who quickly grasp the issues and get on with things.
A reputation for always doing what you say you will really makes the difference in this market. You must invest the time to understand our business before you can really help us.
If we enjoy doing business with you, that will count for a great deal. Your customers will choose their supplier mainly on product and technical criteria.
You must get it right - first time, every time. Most of your sales would depend upon your product or technological edge.
In this market, customers tend to go with individual people they trust. If you create a new product or products, your competition will match it fairly quickly.
For what you do for us, there is no standard product or implementation. We know what you and your competitors do; it is who does it for us that will make the difference.
We expect you to monitor competitors' products and ensure you keep ahead of them. It is important that you invest the time necessary and do not try to rush business deals and agreements.
Frankly we are often less concerned with price than with the right solution. We rarely mind who carries out our work as long as it is done properly.
We rely on the fact that you invest a lot in research and product development. In your market, you need to invest in personal support to your customers.
Your products are recognisably better than those of the competition. In this market, customers rarely change suppliers except when things go wrong.
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