KAPS Matrix

KAPS
Matrix

RELAXED
WARM

Tomislav
Sudarevi

Analytics

COLD

INTENSIVE

HELPER

PROMOTER

(ACCEPTANCE)

(ACKNOWLEDGEMENT)

ANALYTICS
(CERTAINTY)

CONTROLER
(ACHIEVEMENT OF
PLANNED)

Analytics

Opening sentence:

Wants to see proof

Im ready to explain every detail to you.

Never buys on recommendation alone

(needs his own experience)

Here are results of the market survey in

which 1200 consumers were interviewed.

Wants to hear details about research

Carefully listens to what you are saying

Analytic
You must present him all alternatives to gain his
trust

Analytics
Reminds you on agreements and promises
Cautious

Values:

rationality,
hard work,
debate,
detail,
accuracy

Work area is clean

Chairs arranged to prevent contact
Walls filled with business related illustrations
Likes to work in sophisticated environment

Analytics
Professional and well informed
Never late
Almost never forgets
Reliable

Analytics
Conflict: with patience believes that time
solves the problem (becomes passive, wants to
disappear from the scene)
Closing sentence: As we agreed I will send
you a sample of the product so you may try it
yourself.

Usually has a job of consultant

Analytics
Problem: Because of less physically and facially
expressive, people around you cant hear or
see what a beautiful details you have in your
head (miscommunication).

KAPS Matrix
RELAXED
WARM

Solution: Verbalize your thoughts.

COLD

Controller

HELPER

(ACCEPTANCE)

ANALYTICS
(CERTAINTY)

INTENSIVE
PROMOTER

(ACKNOWLEDGEMENT)

CONTROLER

(ACHIEVEMENT OF
PLANNED)

Controller
Likes to buy name brand products

Opening sentence:
Time is money. Lets be effective
and efficient.
I will present to you all the elements
needed for your decision.

Quick in acceptance or refusal of the

product
Likes to hear about other users of the
product
Not best customer for innovative products

Controller
Friendly relations are a low priority (business
only)
Values:

plan,
profit,
discipline,
competence,
stimulating activity.

Controller
Likes social activities (Rotary Club)
Takes care about time
Mistakes cannot happen!
No alternative job
Takes care mostly about his personal
interests

Controller
Never calls back or writes a letter after
meeting with you
Determined step
Worktable filled with projects
Chairs - arranged to show who is the boss
Walls filled with graphs, tables and
calendars

Controller
Conflict: will fire back at you (with
increased dominancy, wants to
achieve their goal).
Closing sentence: Our product is
made for those who are making
quick and right decisions.

Controller
Problem: Even when you are not like
that, your verbal communication
tends to sound and looks like
directive, closed and final.
Solution: Understand the groups
mission and be ready to hear why
others buck you.

Helper

KAPS Matrix
RELAXED
WARM
COLD

HELPER

(ACCEPTANCE)

INTENSIVE
PROMOTER

(ACKNOWLEDGEMENT)

ANALYTICS
(CERTAINTY)

CONTROLER

(ACHIEVEMENT OF
PLANNED)

Helper

Opening sentence:

Protects interests of their buyers

Your clients will be more than satisfied

Gladly distributes test samples to their

friends

This is good not just for the two of us, but

for your employees as well.

Higher price = additional benefits

Lower price = not because of poor quality

Helper

Helper
Collects data about business partners

Likes personal relations (open to him first)

Easy step

Values:

Worktable decorated with family pictures

and personal souvenirs

altruism,
team work,
partnership,
human relations

Chairs - allowing personal contact

Walls pictures of his friends, school
generation

Helper

Helper

Well informed
Never raises the voice
Carefully chooses his assistants
Does not care too much about hierarchy

Conflict: wants to come to compromise

(openly communicate their ideas and
feelings)
Closing sentence: Satisfaction of your
clients is guaranteed if you decide to buy
our products.

Likes fishing and relaxing activities

Helper

KAPS Matrix
RELAXED

Problem: Verbal and non verbal cues you

are sending to others (peacemaking)
often looks to them like weakness and
therefore they might dismiss your input
which hurts you.

WARM
COLD

HELPER

(ACCEPTANCE)

ANALYTICS
(CERTAINTY)

Solution: Be as explicit as possible about

what is non negotiable in your mind.

Promoter

INTENSIVE
PROMOTER

(ACKNOWLEDGEMENT)

CONTROLER

(ACHIEVEMENT OF
PLANNED)

Promoter

Opening sentence:

Dont pay attention to tradition

Yours optimism is inspirational

Style, color and package very important

You are the first to see our new product

First to test the product

Likes to be asked about product/service

Promoter
Nonflexible (wants always to be right)

Promoter
Jumps from topic to topic
Quick step

Values:

charm,
good sense for humor,
enthusiasm,
innovations,
dreaming.

Worktable in mess
Chairs enable open and close contacts
Walls filled with acknowledgements and
diplomas
Not punctual

Promoter
Not too tidy

Promoter
Conflict: wants to reach efficient
compromise (talks more than listens)

Low respect for traditional values

Likes to work on many things at the same
time

Closing sentence: Thank you for your

support. Without it we could not achieve
anything.

Brakes his own rules

Likes to ride sport cars

Promoter
Problem: You may communicate more
than you are aware, and have not enough
time to listen to the others.
Solution: Bring only the most important issue
to the table and support your ideas only
with the most valuable explanations.

MESSAGE OF THE DAY

WORK ON YOURSELF.

IT WILL HELP YOU.

THANK YOU FOR YOUR ATTENTION