Grehalva draws on NLP (Neuro-Linguistic Programming) research to argue that people have preferred representational systems through which they primarily process experience and communication. Visual (V): These people think and communicate in images. Their language is visual: 'I see what you mean,' 'Let me show you something,' 'That looks right to me,' 'Can you paint me a picture?' They tend to speak quickly, think in pictures, and respond well to charts, diagrams, demonstrations, and visual metaphors. Eye movement in visual processors tends to go up. Auditory (A): These people process through sound and language. Their language reflects this: 'That sounds right,' 'Tell me more,' 'I hear what you're saying,' 'That doesn't ring true.' They respond well to tone of voice, to well-chosen words, to stories told out loud, and to the rhythm of a conversation. They are often sensitive to how something is said as much as what is said. Kinaesthetic (K): These people process through feeling and physical experience. Their language is physical: 'I feel good about this,' 'This doesn't sit right with me,' 'Let me get a feel for it,' 'I need to get to grips with this.' They respond well to physical demonstrations, to trying things themselves, and to the emotional texture of an interaction. Grehalva's point is not that people are rigidly one type. Most people have a dominant mode with secondary preferences. The consultative salesperson learns to recognise which mode a customer is using, through their language, their questions, and the way they process information, and then mirrors that mode in the way they communicate. Mismatched communication styles create friction without either party knowing why.