Understanding, Working with, and Selling to the "C" Compliant Personality
The "C" compliant personality represents seventeen percent of the population. They are task oriented like the D. The C is systematic, analytical, detail oriented, self- sacrificing, serious, and is genius prone. They can also be moody, negative, critical, revengeful, and unsociable. They set high standards and want to make sure that everything is done right. In their job, they are creative problem solvers, job finishers, scholars and persistent. There limitations include preferring to deal with tasks instead of relationships, spending too much time planning, setting unrealistic goals, agonizing over imperfections, and are hard to please.
As a customer they are researchers. Their worst fear is making a mistake, so they exhaust themselves gathering information, before making a decision. Socially insecure, they prefer the internet over people and visit as many third party sites as possible before visiting a dealership.
You might expect this response from a "C". "Yes, we are here to look at three vehicles. We are in the research phase and not going to make a decision today. After we leave, we are going to look at other makes and models at other stores before we make a decision". Most sales people think, and say, "Great. Let me go and find a sales person for you". They are thinking I am not going on three demos with these guys, I need to sell a car today! Interestingly you need a customer to do that and you just let one get away!
This is how to respond. "Great, sounds you have a plan. Which one would you like to see first"! Perform a world- class walk around and go on a lengthy demonstration drive. That's a lot to do three times isn't it? Believe me half way into the first demo your customer will be thinking the same thing.! Chances are you are the first dealer because they want to buy from you and the vehicle they drive first is the one they want the most. After the service walk, make an effort to ask for the sale. Use an evidence manual loaded with third- party information during the negotiation. C's don't believe what they hear. They believe what they see! Do this and you will close 3 out of ten! That's thirty percent!
What are your thoughts on the subject?
As a customer they are researchers. Their worst fear is making a mistake, so they exhaust themselves gathering information, before making a decision. Socially insecure, they prefer the internet over people and visit as many third party sites as possible before visiting a dealership.
You might expect this response from a "C". "Yes, we are here to look at three vehicles. We are in the research phase and not going to make a decision today. After we leave, we are going to look at other makes and models at other stores before we make a decision". Most sales people think, and say, "Great. Let me go and find a sales person for you". They are thinking I am not going on three demos with these guys, I need to sell a car today! Interestingly you need a customer to do that and you just let one get away!
This is how to respond. "Great, sounds you have a plan. Which one would you like to see first"! Perform a world- class walk around and go on a lengthy demonstration drive. That's a lot to do three times isn't it? Believe me half way into the first demo your customer will be thinking the same thing.! Chances are you are the first dealer because they want to buy from you and the vehicle they drive first is the one they want the most. After the service walk, make an effort to ask for the sale. Use an evidence manual loaded with third- party information during the negotiation. C's don't believe what they hear. They believe what they see! Do this and you will close 3 out of ten! That's thirty percent!
What are your thoughts on the subject?
Replies to This Discussion
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Permalink Reply by Craig Lockerd on -
Good to be able to back up claims about the vehicles you are selling with data rather than opinion I would guess with a C...right?
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Permalink Reply by Joe Brunner on
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Yes Craig that is absolutely true. An evidence manual with the C is worth its weight in GOLD! So many people don't take the time to make one. All the people who made them in the earlier days are now GSMs, F&I, and in other management positions. Giving false or inaccurate information is taboo. I think telling someone you don't know is almost as bad. Why not make an evidence manual about your product, so when they ask you a question that you don't know, you can say, "Great question! Let me show you the answer". Geat question!
Craig Lockerd said:Good to be able to back up claims about the vehicles you are selling with data rather than opinion I would guess with a C...right? -
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Permalink Reply by Fran Taylor on
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This is one of the best articles on here. A real eye opener. Nice to see someone share something we can use. Keep up the good work Joe we love it.. Best of luck.
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I am honored to have someone like you take the time to make a comment on my post Fran. Thank you very much. I am glad that you like it. Thank you for the kind words.
Fran Taylor said:This is one of the best articles on here. A real eye opener. Nice to see someone share something we can use. Keep up the good work Joe we love it.. Best of luck. -
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Permalink Reply by NANCY SIMMONS on
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Joe,
Thank you so much for your gracious sharing of your knowledge! What a tremendous journey I have taken with you this week learning so much about the DISC and really what makes people tick and how to respond to the outward vibes they project!
Can you imagine handling the "C" personality the same way your treaded the "D" from Tuesday? I can't!!! That old Golden Rule of treating everyone the way you wish to be treated has gone right out the window with me! If you happen to be a "C" an "I" like myself does not expect the type of responses this "C" would want!
Like I said in yesterday's comment, this is vital information for everyone who interacts with other people... and I have never met a hermit! So, this information is useful to EVERYONE!!!!
You are the best Joe! I wish you luck with your training as YOUR training with the DISC literally changes lives and enhances relationships!!! -
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Permalink Reply by Jim Radogna on
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This is great information Joe. So many salespeople tend to avoid "C" types because they perceive them as not being buyers or not worth the trouble. You illustrate a great method for dealing with these type of customers. a 30% closing ratio ain't too shabby! Thanks once again for putting together this great series!
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Thank you so much for the kind comments Nancy. It is my pleasure to be involved with your group in Carbucks. You bring people together!
NANCY SIMMONS said:Joe,
Thank you so much for your gracious sharing of your knowledge! What a tremendous journey I have taken with you this week learning so much about the DISC and really what makes people tick and how to respond to the outward vibes they project!
Can you imagine handling the "C" personality the same way your treaded the "D" from Tuesday? I can't!!! That old Golden Rule of treating everyone the way you wish to be treated has gone right out the window with me! If you happen to be a "C" an "I" like myself does not expect the type of responses this "C" would want!
Like I said in yesterday's comment, this is vital information for everyone who interacts with other people... and I have never met a hermit! So, this information is useful to EVERYONE!!!!
You are the best Joe! I wish you luck with your training as YOUR training with the DISC literally changes lives and enhances relationships!!! -
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Thank you Jim. You are just spot on with your comments. "C"'s are definitely buyers. I feel 30% is just on the first pass. Another one or two will give you a second opportunity after they have run into the wrong sales person at another dealership. Great response Jim.
Jim Radogna said:This is great information Joe. So many salespeople tend to avoid "C" types because they perceive them as not being buyers or not worth the trouble. You illustrate a great method for dealing with these type of customers. a 30% closing ratio ain't too shabby! Thanks once again for putting together this great series! -
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Permalink Reply by aaron kominsky on
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Joe Nice SERIES GREAT JOB Again from what I understand about C type people,, wanna be right, will research every aspect of the situation prior to making any decisions, they love to predict and forecast but have to be right, a stickler for detail, read the fine print , prefer to work alone set very high standrds for themselves, they hate criticism, seem to ask the right questions, they do suffer from analysis paralysis too much self criticism, nit picker , hoarder, if you're selling them a car it's right down to buisness facts and figures, it's their way or you lose you cannot ask them to change
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Thank you Aaron. I remember the term 'analysis paralysis" from the DISC certification course that I took. That phrase always made me laugh. and yes, if you tell them they are wrong, they will immerse themselves in research to find information that will support their cause. As most sales people have steps to the sale, the C's have steps to the purchase and very seldom do they match. I have found through personal experience and feedback from my students if you let them be the boss in the beginning and use an evidence manual in the end, they will be much more flexible during negotiations. Great comments Aaron!
aaron kominsky said:Joe Nice SERIES GREAT JOB Again from what I understand about C type people,, wanna be right, will research every aspect of the situation prior to making any decisions, they love to predict and forecast but have to be right, a stickler for detail, read the fine print , prefer to work alone set very high standrds for themselves, they hate criticism, seem to ask the right questions, they do suffer from analysis paralysis too much self criticism, nit picker , hoarder, if you're selling them a car it's right down to buisness facts and figures, it's their way or you lose you cannot ask them to change -
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Permalink Reply by Rachael Schulz Dunbar on
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Thank You Joe!
Now that you have given away all your trade secrets for free I can make more success in my own pocket:)
Great work!!!
I honestly looked forward to this discussion every day. It was almost like an addictive cliffhanger!
Now come up with another great series :)
How about "The right way for a vendor to approach a dealer" like not submitting internet leads and ruining my ratios with your spam! More reason to ignore it and not even consider the product. -
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Permalink Reply by Suzanne L Fitzpatrick on
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Thank you for sharing this article Joe. I see many customers leave our showroom "emptihanded". As you and I know, this could be averted if the salesperson just took the time to identify the customer.
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