In Responding Favorably to a Claim Even Though the Customer

question 83

Essay

In responding favorably to a claim even though the customer was at fault,what should you try to accomplish in the body of your message?

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Definitions:

Foot-In-The-Door

A persuasion technique where a small request is made first to gain compliance, followed by a larger request, increasing the likelihood of agreement.

Door-In-The-Face

A persuasion technique whereby a large, unreasonable request is made first and, if refused, a smaller, more reasonable request is made.

Lowballing

A sales and negotiation tactic where an initially lower price is offered to lure the customer or counterpart, only to increase it later on.

Normative Influence

Pressure to conform to the expectations or norms of a group, affecting individuals’ behavior and attitudes.