Knowing Your Clientele: Introvert or Extrovert?
Maya Angelou, an American author, once said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Selling any type of service or product takes more than a firm handshake and a closing statement these days. Selling has evolved into connecting with your clients on a deeper level. In today’s market, rapport and trust are the key features that customers are looking for prior to making a purchase. It is essential to understand our own characteristic traits, and how we like to be approached, before approaching others. Most tend to categorize themselves as either an introvert or an extrovert. So, how do you recognize these character traits and use them to our advantage when closing a sale?
“…people will never forget how you made them feel”
Introverts often have intellectual insight, if we just take the time to listen. They enjoy taking their time to methodically choose their words prior to speaking, to ensure they are using conscious language. That is, they think before they speak, or even while they are speaking, to ensure they often answer questions completely and accurately. So, if you ask a client a question, and they pause before answering you, it’s a good indication that they have introverted tendencies. Always be conscious of this, because giving them a moment to gather their thoughts shows that you respect their space. This is often an easy first step to gaining your clients' trust. Also, introverts tend to be more sensitive to stimuli in their environment, so be aware that you aren’t approaching them with too much intensity. This may cause them to shut down because they became too overwhelmed. Lastly, be patient with your introverted clients, they will notice that you didn’t rush them through your pitch, just to gain another sale.
In most cases, it isn’t hard to point out an extrovert in the crowd. Many observe that they are very talkative and that they tend to also be very expressive. If you have a client that has high energy and is giving constant feedback, use that to your advantage. Extroverts love to be heard, so listen to them while they are exploring your product. This is an indication that they enjoy your approach and want to know more. Customers that have extroverted tendencies recharge by being around groups of people that keep them engaged. Continuously be aware of your energy when working with them. If they are getting excited about a product, get excited with them. If they make a comment about it, engage with them by asking more questions. Match their energy to maximize your engagement with your extroverted clients. Extroverts love feeling connected with others, so the more you personalize your approach to their needs, the more likely they will be a returning customer.
It is important to understand the fundamentals of each personality type so that you can start to identify your clients’ preferences, and tailor your sales strategy accordingly. If you are a podcast lover like myself and would like to hear more about this topic, I highly recommend listening to The Living Experiment with Pilar Gerasimo and Dallas Hartwig. They highlight a variety of topics and have an episode that covers the difference between introverts and extroverts and how they can coexist together. Putting in the extra time to become more mindful of your client’s needs will put you on track to creating long-lasting relationships with your customers.
This article was written by Megan Lord with Greystar, as a part of the XCEL Committee's goal to provide regular, educational, posts for TAA's blog.