And that, those effects kind of run along a continuum where we also have emotional states where you can have, you feel very strong ____ emotional states that have really ____ effects on how we're ____ and how we're interacting with our environments. And so it's sort of interesting to see this.And we know that people will use how they feel to make ____. So as we think about the role of the salesperson in understanding consumer ____, actually there's some really interesting ____ there. Actually, in some of my own work, we've looked at this, where we know that some people are really good at ____ the moods of other people. They just have an ____ ability, it seems, to sort of be able to look at someone and ____, oh, they're really ____ or, oh, they're really happy. And that some of the research I've done suggests that in a service context, either a retail environment or a restaurant environment, that when salespeople can pick up on those ____ to how someone's feeling, that it has a very positive ____ on the consumer. So I'll give you an example. If you can imagine that, you know, you're ____ into a wine store on your way to a dinner party, you're actually already a few minutes late. But you know that you have to bring that ____ bottle of wine, otherwise the host will be, you know, will be very disappointed. So you rush into this wine store and you find perhaps a salesperson who really wants to go on and on about the different regions of wine that they ____ and the different calibers of wine that they offer. And you're thinking, I simply need a bottle of wine that won't embarrass me, that's within sort of a reasonable price range. Can we move this along a bit? In contrast, if that salesperson in that wine shop had instead been able to look at you and ____ that anxiety, the anxiety of being late and not also wanting to be ____, that they might have been able to respond to that and said, right, yes, as a salesperson, I do have a lot of ____ that is valuable to some consumers. But this consumer, I don't think wants all of that information. And instead, I'd be much better off sort of perhaps ____ a bottle of wine at a reasonable price range that looks nice, that they can kind of, you know, process quickly and get on their way. So, yes, I think the salesperson has a really important ____. There is an important opportunity in these customer-facing roles to be able to pick up on the ____ of the customer and respond to them.

BR Upper viewpiont script

von
Drucken
Einbetten

Bestenliste

Visueller Stil

Einstellungen

Vorlage ändern

Soll die automatisch gespeicherte Aktivität wiederhergestellt werden?