Making a sales advisor: the limits of training 'instrumental empathy'
Making a sales advisor: the limits of training 'instrumental empathy'
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成为一名销售顾问：训练“工具性同理心”的局限性
DOI：
10.1080/13636820802305546
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发表时间：
2008
影响因子：
1.9
通讯作者：
Kakavelakis K
中科院分区：
文献类型：
--
作者：
Kakavelakis K
在职业教育和培训的定性研究中，参与观察的使用相对较少。然而，这种方法提供了培训内容以及所教授的内容如何促进或阻碍学习的详细情况。本文基于参与者观察，研究了大型连锁私人健身俱乐部销售顾问的培训情况。它表明，尽管培训课程教导学员如何控制和吸引客户，但一旦回到“家乡”，学员在接近客户时所用的工具性同理心远不如他们所学到的那样。这种对比是通过参考销售人员过去的性格和销售过程发生的当地条件来解释的。
The use of participant observation is relatively rare in qualitative studies of vocational education and training. However, such an approach provides a detailed picture of training content and how what is taught contributes to or impedes learning. Based on participant observation, this paper examines the training of sales advisors in a large chain of private fitness clubs. It shows that although the training course taught trainees how to control and enchant customers, once back on ‘home’ territory trainees approached customers with far less instrumental empathy than they had been taught. This contrast is explained by reference to the past dispositions of sales workers and the local conditions in which the selling process takes place.