Difference between revisions of "Clark1994"

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Revision as of 06:00, 14 October 2018

Clark1994
BibType ARTICLE
Key Clark1994
Author(s) Colin Clark, Paul Drew, Trevor Pinch
Title Managing customer "objections" during real-life sales negotiations
Editor(s)
Tag(s) EMCA, Conversation Analysis, Interaction, Negotiations, Nonacceptance, Persuasion, Selling, Silence
Publisher
Year 1994
Language
City
Month
Journal Discourse & Society
Volume 5
Number 4
Pages 437–462
URL Link
DOI 10.1177/0957926594005004002
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

In this paper we invesigate a common locus of consumer decision-making in buyer-seller interactions—customer non-acceptances to a proposed sale and the verbal negotiations that often ensue. The research is based on a study of recordings of real-life telephone-selling calls. In this study the prospective customers often raised their nonacceptances implicitly, and salespeople and prospective customers tended, at first, to negotiate these non-acceptances in veiled, indirect and delicate ways. Explicit objections and rejections appeared to be less important and consequential than is usually appreciated. This type of sales negotiation is contrasted with the way difficulties are raised and resolved within conversational interaction. Also we briefly compare our findings with the advice given by sales trainers and address the implications of this type of research for our understanding of the role and influence of communicative skill on selling activity.

Notes