SALES AND SERVICE

A different customer, a different conversation

Anyone who speaks to customers adapts all day long, often on instinct. The World of Difference gives concrete language and direction for connecting with your customers through behaviour.

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THE QUESTION

How do you tell your story?

In sales and service, MapsTell helps people recognise the customer’s behaviour and adjust their own approach accordingly. One customer wants the headline and a decision, another wants all the detail first. The same message only lands if it is delivered in the right way.

Good salespeople and service professionals already do this on instinct. With The World of Difference, it becomes conscious: you recognise your own behaviour and the other person’s more easily, so you understand better what the situation asks of you.

Trainer speaking to participants in front of a MapsTell screen
FOUR KINDS OF CUSTOMERS

Four behavioural preferences on the other side of the table

Every customer has a preference for how they want to be approached. Not a box to put them in, but a first clue about what the conversation needs.

The customer who wants to get on with it
Short, concrete, results-focused. Give them the headline and the decision, not the whole story first. Elaboration feels like wasted time.
The customer who always wants certainty
Calm, dependability and time to get used to the idea. Applying pressure backfires here, even when the offer is good.
The customer who is looking for connection
Enthusiasm and personal contact count for a lot. Room for the conversation itself is not a detour here; it is the route.
The customer who wants to know everything
Evidence, quality and figures that add up. A question you can’t answer costs more trust here than anywhere else.
Four colleagues in a meeting with a PersonalMap on the table
“MapsTell helps me bring people along right away. Participants quickly gain insight into behaviour, without resistance or making it feel heavy or complicated.”
Chantal van Maurik
L&D manager at Hans Anders (nexeye), an optical retail chain in the Netherlands and Belgium
HOW YOU TRAIN IT

Recognising is something you can practise

Recognising behaviour is first and foremost a skill. On the floormap, you practise with situations from your own work, keeping real customers in mind.

Your own preference first
Where is your place in the World of Difference? Your PersonalMap provides insight into your own behavioural preference. This is where it all starts. How do I do things, and how might that come across to others?
Connecting with the other person
The World of Difference floormap gives you concrete language for adapting the way you communicate with customers who have a different behavioural preference.
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Three colleagues on the Floormap, each holding a PersonalMap
INTERNALLY TOO

Sales and service: the same language

The map is not only for customer conversations. The friction between sales and service can also stem from behavioural differences.

Sales promises, service delivers
Sales and service have very different behavioural preferences, and each holds the other to account. On the map, those differences and the resulting dynamics become visible.
The same language across the organisation
When both teams use the language of the World of Difference, frustration turns into understanding.
Two colleagues studying a PersonalMap together at a table
FAQ

Frequently asked questions

Below you will find the questions we hear most often, with clear answers.

Does the customer have to complete a PersonalMap too?

No. You learn to recognise behaviour in the conversation itself: in pace, in the questions someone asks and in what they follow up on. The PersonalMap is there for your own employees.

Isn't this just putting customers in boxes?

It is about the behaviour you see in this conversation, not about who the customer is. The same person behaves differently on a major purchase than on a complaint. You adjust to what is happening now.

Does this work on the phone or in chat?

Yes. Pace, choice of words and what someone follows up on are easy to recognise without seeing each other. Training usually includes separate practice for this.

Does this work with employees who do not like training?

There is not too much theory involved and the training is interactive thanks to the Floormap. That works at every level, from the shop floor to management.

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TRAINING FOR YOUR CUSTOMER-FACING TEAM?

We’ll put you in touch with a Guide who has experience in your sector

Retail, hospitality, professional services or contact centres: we’ll look for someone who understands your context.

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