Resistance in Business-to-Business “Cold” Sales Calls

نویسندگان

چکیده

In “cold” sales calls, the salesperson's job is to turn call-takers, or “prospects,” into clients while, very often, latter resist them. contrast laboratory-based research, calls provide a natural environment where stakes are real and resistance manifest. We collected transcribed 159 goal of which was for salespeople secure an appointment meet prospects. Using discursive psychology conversation analysis, we identified two practices—“blocks” “stalls”—through prospects resisted salespeople's attempts schedule while also moving terminate interaction delay scheduling eventual appointment. Our findings show that, when approached as interactive situated accomplishment, rather than cognitive process, practices involved in resisting can be better identified, described, shared ways that transform our understanding social psychological phenomenon.

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ژورنال

عنوان ژورنال: Journal of Language and Social Psychology

سال: 2023

ISSN: ['0261-927X', '1552-6526']

DOI: https://doi.org/10.1177/0261927x231185520