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Influence in sales, learning from the young and ambitious

Last week I was a member of a jury selecting the salesperson of the year in an exhibition for Young Entrepreneurs, Junior Achievement (Ung Företagsamhet in Swedish).
First, the jury visited the exhibition stand incogninto, asking about their products and observing their sales pitches. In the exhibition the entrepreneurs need to make quick contact, build fast relations and go for the sale in just a couple of minutes. While competing with 180 other stands!
After a few rounds on the exhibition floor, the jury picked four finalists to make a sales pitch in the jury room about a product that had been presented to the sales persons just 10 minutes earlier. We were utterly impressed by these young entrepreneurs’ drive and creativity!
Listening to the sales pitches, I was reflecting to Cialdini’s six principles of influence: reciprocation, commitment & consistency, social proof, liking, authority and scarcity.
The winner came into the jury room with a smile on her face, directly showing …
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Influnece and Influencers.

I'm looking forward to diving into the theories and examples about influence. Having read Cialdini's book: Influence: Science and practice I'm awed at how we are suckers for easy tricks! Flattery, social approval, copying others or wanting what we can't have are all easy and often transparent ways of influencing, yet we fall for it almost every time.

My least favourite example is telephone salespeople: I simply hate it when someone calls me on the phone, interrupts me at my work or at home, tells me about a product or a service I'm not interested and I don't want. Still, too many times I end up saying yes to buying one, or signing up to a subscription! After the phone call I always curse to myself for being a sucker and not having learnt to say no!

So this module I suppose will include a lot of soul searching, and hopefully I will learn some tool to you so that I want fall into the same trick again, at least not every time....

I'm also looking forward to ma…

Making a customer happy

Lars E Olson: describes how positive emotions lead to: purchase decisions, loyalty and well—being. When we feel positive about the customer experience, it is easier for us to make the choice of purchase, further we feel loyal to the brand or product and stay loyal to it. Finally, we experience higher well-being.
Olson presents as the determinants of subjective wellbeing:
·45% consist of personal characteristics (personality, genes)
·45% how we spend our time (activities, behaviour, everyday life, goal process)
·10% social & economic factors (gender, age, cohabiting. children, income, employment, education)
In this perspective, it would be more useful to focus on understanding the customer’s personality and time-spending activities than social and economic factors, which are often more in focus when analysing target groups.
People are generally good at forecasting future emotions on their activities. But they are less accurate at predicting the intensity and duration of their future e…

My expectations about expectations

I’m surprised to find that the subject of psychology of quality and expectations is so complex.
Tore Pedersen explains regarding quality & expectations: If the expectations are high the quality is valued higher. But if expectations are low, the quality is valued lower. If the expectations are low it requires a lot of effort to overturn our experienced quality.
The sense of quality is built over time. It takes a lot of effort for our restaurant to build up high expectations and high experienced value for our menu.
We could try and learn to understand our guests by asking our guests about their expectations and feelings. According to Professor Margareta Friman we can ask our guests before their visit or after their visit.
Asking before their visit will be based on affect forecasts: how do you think you will feel when visiting our venue?
Or we can ask after the visit: How did you feel?
There are different ways for us to build up expectations before the visit. The more contact and more …

Perception of quality and creating that warm and fuzzy feeling...

This is a short reflection of the two sides of satisfaction: perception of quality and emotional reactions.

Perception of quality:
According to professor Margareta Friman expected quality and satisfaction are connected. For example: if there is an expectation of high quality, like a 5-star restaurant, it usually also leads to high satisfaction. Also expectation of low quality usually leads to lower satisfaction, according to Tore Pedersen. In our restaurant we have a challenge. Previously, there used to be another restaurant in the same location. This restaurant didn’t have a reputation of high quality. So when we opened a new restaurant in the same location, unfortunately low expectations on quality kept following us. Guests visiting the restaurant are all happily surprised to receive high quality service and food. They say that they did not expect high quality from us, mostly because of the old restaurants reputation. Still we have difficulties to persuade new guests to visit us, and…

Psychological aspects behind customer experience

I wonder what lies behind customer decision making? What makes us feel satisfied or dissatisfied in customer experience?

I have learned that there is a lot of psychology behind decision making in general, which is also applicable in customer experience. Our previous experiences play a large role when defining customer satisfaction. But also other people's experiences are important, especially if I lack personal experience.

I will use a restaurant owned by my family as an example when I analyze theories and my own learning experience in the coming modules of this course. I'm hoping to learn how I can use social psychology as a tool to improve customer experience in the restaurant, and further more how to use satisfied customers as the best ambassadeurs for our business.

I would also like to learn tools how to turn a customer from dissatisfied to satisfied- what can we do to make an unhappy customer into a happy one?

Introduction of... me!

My name is Anu Majkvist. I'm an entrepreneur and networking nerd.

I have started and owned different comapnies, in different areas, mostly within B2B.
My full-time job today is running my firm Eldstaden- where I coach and speak about entrepreneurship and career development. I coach mostly business owners, start-ups, executives and employee-groups.

My whole life I have worked in service, from grocery store, cleaning lady and shop assistant  to waitress, bar tender and croupier. Later I have worked as HR-manager, market developer, KAM, consultant etc. I offer courses in customer service and relationship marketing. I love customer service and I'm very interested in what makes a happy, an loyal, customer.

My academic background is a BBA degree from Göteborg University School of Economy and business administration. Further I've studied work and organizational psychology, gender studies and innovation. Currently besides the course on understanding customer experience, I'm ta…