58 research outputs found
Persuasive Conduct: Alignment and Resistance in Prospecting âColdâ Calls
Social psychology has theorized the cognitive processes underlying persuasion, without considering its interactional infrastructure â the discursive actions through which persuasion is accomplished interactionally. Our paper aims to fill this gap, by using Discursive Psychology and Conversation Analysis to examine 153 âcoldâ calls, in which salespeople seek to secure meetings with prospective clients. We identify two sets of communicative practices that comprise persuasive conduct: (1) pre-expanding the meeting request with accounts that secure prospectsâ alignment to this course of action without disclosing its end-result and (2) minimizing the imposition of the meeting to reduce the prospectâs opportunities for refusal. We conclude that persuasive conduct consists in managing the recipiency of the meeting requests by promoting alignment and hampering resistance. Overall, this paper contributes to the wider discursive psychological project of ârespecifyingâ psychological phenomena like attitudes, memory, and emotion from the realm of social cognition to the realm of social interaction
The evolution of the sales process: Relationship selling versus âthe Challenger Saleâ
Studies of Transformational Leadership in Consumer Service: Market Orientation Behavior and Alternative Roles for the Mediators and Moderators of Change Commitment
The Impact of Consumer Perceptions of, and Attitudes Toward Mail-in Rebates on Effectiveness of Rebates
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