Customer Tells MEETING AND EXCEEDING CUSTOMER EXPECTATIONS U

Customer Tells® MEETING AND EXCEEDING CUSTOMER EXPECTATIONS U. S. Intermediaries T. Rowe Price Investment Services, Inc. 2014 -US-2444 7/14 E 01 -168

Today’s Agenda § The “Tells” Philosophy § Communication Styles Model § Adapting to Communication Styles 2

THE “TELLS” PHILOSOPHY

I Am Telling You The Truth § People are giving away “tells” all the time without realizing it § It is crucial to read those “tells” and then adapt your behavior § The Platinum Rule: “Do unto others as they’d like done unto them” § Mirroring builds trust 4

We Are Creatures of Habit AND MANY OF OUR UNCONSCIOUS HABITS ARE “TELLS” 5

COMMUNICATION STYLES MODEL

Indirect Versus Direct Indirect Voice Volume softer Pace slower Conviction less conviction Decision-Making less decisive Communication more asking/listening Posture/Gestures more laid back Direct louder faster more conviction more decisive more telling more upright/forward 7

Task Oriented Versus Relationship-Oriented Task-Oriented Serious Less Facial Expression Set Body/ Hands Focus on Task Decisions Based on Logic Less Vocal Inflection Fun. Loving More Facial Expression Mobile Body/ Hands Focus on People Decisions Based on “Gut, ” Emotion More Vocal Inflection Relationship-Oriented 8

Communication Styles Model TASK-ORIENTED Analyst Director INDIRECT Friend Extrovert RELATIONSHIP-ORIENTED 9

ADAPTING TO COMMUNICATION STYLES

The Analyst § Cautious and thoughtful § Prefer that all the details are in place before moving ahead § Minimize risk by looking at all options before making decisions § Specialize in correctness, precision, prudence, and objectivity § Others perceive them as cool, rational, and somewhat aloof ANALYST DIRECTOR FRIEND EXTROVERT What They Value Key Tells How to Adapt § Objectivity § Slower Pace, Softer Voice § Slower Pace, Quieter Voice § Precision § Less Facial Expression § Don’t Overstate/Promise § Thoroughness § Fewer Hand Gestures § Give Time to Think/Decide § Attention to Detail § Less Direct Language § Identify Risks § Systematic Thinking § Serious, Formal § Show Documentation § Professional Approach § Seeking Data/Information § Go for Small Decisions § Willingness to Explore Alternatives § Slower to Decide § Careful Thinking; Being Rational 11

The Director § Fast-paced and decisive, and can be impatient with those who don’t keep up § Act quickly and make corrections later if needed § Specialize in pragmatism, candidness, coolness under pressure, and completing tasks quickly § Others perceive them as work-oriented, efficient, and demanding ANALYST DIRECTOR FRIEND EXTROVERT What They Value Key Tells How to Adapt § Decisiveness § Faster Pace, Louder Voice § Fast Pace § Toughness § Less Facial Expression § Stay Focused § Efficiency § Concise Speech § Respect Time § Candidness § More Direct Language § Execute § Results-Oriented § More Serious, Formal § Confident but not Cocky § Pragmatism § Decide More Quickly § Find Out the Top Priority § Willingness to Take Risks § Task-Focused § Decision-Making and Taking Action 12

The Friend § ANALYST DIRECTOR FRIEND EXTROVERT Considerate and supportive § Take time to build rapport and to focus on team results § Get consensus and mediate § Specialize in compassion, loyalty, compromise, and building trust § Others tend to perceive them as kind, good with people, and somewhat self-effacing What They Value Key Tells How to Adapt § Supportiveness § Slower Pace, Softer Voice § Smile, Slower Pace § Empathy § More Facial Expressions § Show Sincere Interest § Trustworthiness § More Personally Open § Appropriate Disclosure § Loyalty § More Fun-Loving § Find Something in Common § Team-Oriented § Looking for Connection § Connect With Their Influencers § Concern With Others § Great Listeners § Find a Win-Win Solution § Willingness to Share Recognition § Relationship-Oriented § Win-Win Solutions 13

The Extrovert § Fast-moving and adventurous; likes to come up with new ideas ANALYST DIRECTOR FRIEND EXTROVERT § Creates a vision of the future and then get others’ support by selling the benefits of their vision § Specialize in energy, enthusiasm, humor, and risk-taking § Others perceive them as persuasive, energetic, creative, and impulsive What They Value Key Tells How to Adapt § Creativity § Faster Pace, Louder Voice § Fast Pace § A Sense of Fun § More Facial Expressions § Informal Approach § Enthusiasm § More Hand Gestures § More Fun-Loving § Energy § More Fun-Loving § High-Energy Conversation § Focus on Vision § Relationship-Oriented § Positive Feedback § Team Spirit § Talkative § Build Bond § Willingness to Try New Things § Decide More Quickly § Being the Best, Breaking New Ground 14

Putting It to Work “I am confident that through working together, I will help to deliver a clear financial plan and excellent results. Can I partner with you? ” “Based on your analysis, would you like to move forward with this product/plan and working with me? ” “For me, relationships and working together is the most important part of what I do. Would you be willing to work together? ” ANALYST DIRECTOR FRIEND EXTROVERT “I know this can be a phenomenal partnership. Are you willing to give this a try? ” 15

Customer Tells Bottom Line Benefit to your client: § They feel understood and they feel better about the financial plan or investment recommendations you’ve put into place. Benefit to you: § It helps you hold on to your key clients and justifies your value through personal touches. 16

THANK YOU C 5 AYLH 1 BQ 201806 -519124 6/18