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ERIC Number: ED203405
Record Type: Non-Journal
Publication Date: 1981-Mar
Pages: 24
Abstractor: N/A
Reference Count: N/A
The Function of Repetition in the Sales Transaction.
von Raffler-Engel, Walburga; Weisberg, Michael
Research was conducted to study the speech in a sales transaction in a retail store under natural conditions. Fourteen sales transactions in a lighting fixture store were tape recorded, with the customer's knowledge, over a period of four days. Each talk was divided into three segments--speech preparatory, speech central, and speech final--and then analyzed. The merchandise was discussed in terms of its aesthetic appeal, technical qualities, and functional use. The study revealed that the speech segment dealing with the selection of merchandise was the longest in duration and it was also the most varied in content. It was in this segment that the lead argument was developed. This segment was also the richest in instances of repetition, primarily induced by the salesperson. Use of subject matter that was extraneous to the main subject of the sales transaction, such as jokes and stories that occurred before or after the segment, was curtailed. The content and use of repetitions seemed basically independent of the personality, age, and sex of the sales person, and were determined by the type of merchandise under consideration. Language style, set phrases, and jokes varied with the salesperson, and were more strictly related to the personality of the customer. (HTH)
Publication Type: Speeches/Meeting Papers; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A