Effect of first impression at Check-In on Customer Satisfaction
DOI:
https://doi.org/10.29070/actmm648Keywords:
first impression, method, finding, procedureAbstract
First impressions of another person impact the process and result of many different sorts of interpersonal relationships. The first impressions a salesperson gets of a customer form the basis of their exploration of the client's needs and adaption to those needs. The fact that the initial impression a salesman has of a customer is somewhat indicative of the productivity of that first contact suggests a link between the two. This is, to our knowledge, the first study to experimentally investigate the relationship between first impressions, cognitive processes and sales performance in a single first interaction between salespeople. It’s a quasi-experiment, the first study of its type. The findings offer an interesting perspective on the challenge salespeople have when trying to accomplish short-term goals (e.g., completing a sale or making sure the customer is satisfied) and set the stage for future success.
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