2014-US-2444

7/14

E01-168

MEETING AND EXCEEDING CUSTOMER EXPECTATIONSU.S. Investment ServicesT. Rowe Price Investment Services, Inc.

Customer Tells®

2014-US-4700 E01-168 06248-134 10/14

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People are giving away tells all the time without realizing it.

It is crucial to read those tells and then adapt your behavior

The Golden Rule

The Platinum Rule

Key Phrases

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Communication Styles Tells

Human beings are creatures of habit.

Why do poker players wear sunglasses at the poker table?

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Communication Styles Model

TASK ORIENTED

RELATIONSHIP ORIENTED

INDIRECT DIRECT

AnalystAnalyst

FriendFriend

DirectorDirector

ExtrovertExtrovert

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Indirect Direct

Voice Volume softer louder

Pace slower faster

Conviction less conviction more conviction

Decision-Making less decisive more decisive

Communication more asking/listening more telling

Posture/Gestures more laid back more upright/forward

Direct Versus Indirect

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Serious Less Facial Expression

Set Body/Hands

Focus on Task

Decisions Based on Logic

Less Vocal Inflection

Fun-Loving

More Facial Expression

Mobile Body/Hands

Focus on

People

Decisions Based on

“Gut,” Emotion

More Vocal Inflection

Task Oriented Versus Relationship Oriented

Relationship Oriented

Task Oriented

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The Analyst

These people are cautious and thoughtful. They like to make sure that all the details are in place before moving ahead. Their favored approach is to minimize risk by looking at all the options before making a decision. They specialize in correctness, precision, prudence, and objectivity. Others tend to perceive them as cool, rational, and somewhat aloof.

ANALYSTANALYST

FRIEND

DIRECTOR

EXTROVERT

Objectivity Precision Thoroughness, Attention to Detail Systematic Thinking Professional Approach Willingness to Explore Alternatives Thinking Carefully, Being Rational

WHAT ANALYSTS VALUE

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The Director

These people are fast paced and decisive, and they can be impatient with those who don’t keep up with them. Their favored approach is to act quickly based on the information they consider relevant and to make course corrections later if needed. They specialize in pragmatism, candidness, coolness under pressure, and completing tasks quickly. Others tend to perceive them as work oriented, efficient, and demanding.

Decisiveness Toughness Efficiency Candidness Results Oriented Pragmatism Willingness to Take Risks Deciding and Taking Action

WHAT DIRECTORS VALUE

ANALYSTANALYST

FRIEND

DIRECTOR

EXTROVERT

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The Friend

These people are considerate and supportive. They like to take time to build rapport and to focus on team results. Their favored approach is to get consensus and to mediate—they believe that the best solution is one where everyone involved is on board. They specialize in compassion, loyalty, compromise, and building trust. Others tend to perceive them as kind, good with people, and somewhat self-effacing.

Supportiveness Empathy Trustworthiness Loyalty Team Oriented Concern With Others’ Development Willingness to Share Recognition Looking for Win-Win Solutions

WHAT FRIENDS VALUE

ANALYSTANALYST

FRIEND

DIRECTOR

EXTROVERT

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The Extrovert

These people are fast moving and adventurous. They like to come up with new ideas. Their favored approach is to create a vision of the future and then get others’ support by selling the benefits of their vision. They specialize in energy, enthusiasm, humor, and risk taking. Others tend to perceive them as persuasive, energetic, creative, and impulsive.

Creativity A Sense of Fun Enthusiasm Energy Focus on Vision Team Spirit Willingness to Try New Things Being the Best, Breaking New Ground

WHAT EXTROVERTS VALUE

ANALYSTANALYST

FRIEND

DIRECTOR

EXTROVERT

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Reading the Customer’s Style Tells

Slower Pace, Softer Voice Less Facial Expression Fewer Hand Gestures Less Direct Language Serious, Formal Seeking Data/Information Slower to Decide

Faster Pace, Louder Voice Less Facial Expression Concise in Their Speech More Direct Language More Serious, Formal Decide More Quickly Task Focused

Slower Pace, Softer Voice More Facial Expressions More Personally Open More Fun-Loving Looking for Connection Great Listeners Relationship Oriented

Faster Pace, Louder Voice More Facial Expressions More Hand Gestures More Fun-Loving Relationship Oriented Talkative Decide More Quickly

ANALYSTANALYST

FRIEND

DIRECTOR

EXTROVERT

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Adapting to the Customer’s Style

Slow Down, Quieter Voice Don’t Overstate/Promise Give Time to Think/Decide “Sober Selling” Show Documentation Go for Small Decisions

Fast Pace Stay Focused Respect Time Execute Confident but Not Cocky Find Out the Top Priority

Smile, Slower Pace Show Sincere Interest Appropriate Disclosure Find Something in Common Provide Empathy/Support Find a Win-Win Solution

Fast Pace Informal Approach More Fun-Loving High-Energy Conversation Positive Feedback Build Bond

ANALYSTANALYST

FRIEND

DIRECTOR

EXTROVERT