Chapter 14. Sales behaviour and customer expectation
Dr David West
Director of Learning, The Working Manager Ltd
Dr David West has focused attention on helping sales people improve their sales performance by adapting their behaviours to fit each specific customer/client situation. He 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 salesperson’s or sales team’s behaviour matches what the customer expects and will respond to most positively. Dr West’s approach to behaviour change applies the principles of Behaviour Kinetics. It enables individuals to identify ...
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