Selling With Emotional Intelligence : 5 Skills For Building Stronger Client Relationships

I have interviewed hundreds of clients from each personality group
and scores of them on camera. After watching the tapes of those interviewed,
one would almost be inclined to believe that the people were scripted, be-
cause the individuals from each personality group gave the same types of
answers in the same types of tones. However, the individuals were not
scripted—the answers they gave were their natural responses. I asked ques-

Developing Emotional Radar / The Powers of Observation 157

FIGURE 18.1Client Conversation Profile

Directions:In the following groups, circle one attribute that is most true about your client.

Total each letter at the bottom of the sheet. The highest scoring category is a strong

indicator of your client’s leading role.

T E A M

Add totals of each letter.

Demeanor

• friendly, even keel, calm,
  passive


• candid, confident


• reserved, meticulous


• free-flowing, animated, playful

Eyes

• soft, caring, appreciative


• laser-direct, busy


• scrutinizing, scanning, squinting


• happy, dancing, wide open

Face/Physical Style

• nonthreatening, mirrors
  mannerisms


• smirk, uplifted chin, poised for
  action


• poker face, rigid posture


• easy smile, energetic

Conversational Flow

• respectful, responsive, nods


• interrupts, confrontational,
  abrupt


• deliberate, focused, hesitant


• flexible, random flow, fidgety

Style of Questioning

• role questions


• time questions


• detail questions


• networking and potential
  questions

Vocal Patterns and Pace

• limited range, slow and steady


• punches certain words, fast,
  punctuated


• precise, sometimes monotone,
  slow


• full range

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