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.
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.
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.
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.
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.
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.