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Frequently a significant contributor in a service-oriented sales role" (Weitzul 1993:49). This characterization of the necessary qualities for successful salespeople is very different from the traditional persona of salespeople who, especially in prior generations, often maintained an Aggressive-Compulsive behavioural style that is normally defined as a personality type that relies on a domineering approach lacking in sensitivity and empathy, who may be a better technical sales person than a more interpersonal sales person (Weitzul 1993:139).
Ultimately, empathy is now recognized as a crucial element of successful and effective sales techniques. Ideally, empathy expressed by salespeople should be established quickly and clearly as early as possible in the sales pitch; preferably, it should be incorporated into the introductory sentence or two of the initial exchange between salespeople and their customers. Whereas dynamic and hard-hitting sales pitches were considered effective in previous eras when consumers were less accustomed to persuasive sales rhetoric, modern sales negations should be much more focused on expressions of empathy and indications from salespeople that they genuinely understand and care about the needs of customers.
References
Abelson, R.P., K.P. Frey, et al. (2004). Experiments with People: Revelations from Social Psychology. Mahwah, NJ, Lawrence Erlbaum Associates.
Baumann, Chris, Suzan Burton, and Gregory Elliott. 2007....
"Predicting Consumer Behavior in Retail Banking." Journal of Business and Management 13:79-87.
Berlant, Lauren, ed. 2004. Compassion: The Culture and Politics of an Emotion. New York: Routledge.
Brown, Deaver, and Joseph E. Levangie. 2006. "The Often-neglected Term in the Entrepreneurial Equation -- the Purchase Order." New England Journal of Entrepreneurship 9:61-78.
Campbell, Kim Sydow, and Lenita Davis. 2006. "The Sociolinguistic Basis of Managing Rapport When Overcoming Buying Objections." The Journal of Business Communication 43:43-57.
Carter, Tony. 2010. "The Challenge of Managers Keeping Customers." International Management Review 6:20-33.
Crosby, Leon B., Raffaele Devito, and J. Michael Pearson. 2003. "Manage Your Customers" Perception of Quality." Review of Business 24:18-26.
Evans, W.D. (2008). "Social Marketing Campaigns and Children's Media Use." The Future of Children 18(1): 23.
Fishbein, M. And S.E. Middlestadt, Eds. (1997). Social Marketing: Theoretical and Practical Perspectives. Mahwah, NJ, Lawrence Erlbaum Associates.
Harris, Thomas E. 2002. Applied Organizational Communication: Principles and Pragmatics for Future Practice. 2nd ed. Mahwah, NJ: Lawrence Erlbaum Associates.
Raval, Dinker, Bala Subramanian, and Bina Raval. 2007. "Application of the Relationship Paradigm to Social Marketing." Competition Forum 5:1-9.
Weitzul, James B. 1993.…
References
Abelson, R.P., K.P. Frey, et al. (2004). Experiments with People: Revelations from Social Psychology. Mahwah, NJ, Lawrence Erlbaum Associates.
Baumann, Chris, Suzan Burton, and Gregory Elliott. 2007. "Predicting Consumer Behavior in Retail Banking." Journal of Business and Management 13:79-87.
Berlant, Lauren, ed. 2004. Compassion: The Culture and Politics of an Emotion. New York: Routledge.
Brown, Deaver, and Joseph E. Levangie. 2006. "The Often-neglected Term in the Entrepreneurial Equation -- the Purchase Order." New England Journal of Entrepreneurship 9:61-78.
Active Listening Integrating Management Skills There are numerous -- almost innumerable -- theories and models about the best ways in which an individual can use a variety of management skills to reduce conflict and establish an atmosphere of cooperation. In the video that I taped for this course I have worked on identifying, naming, and incorporating some of the skills that we have discussed during the coursework as well as skills and
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