I often have a chat with sommeliers about their work. One recently told me he had a degree in psychology and uses mirroring (reflecting the body language and verbal communication style of customers) to establish rapport. He felt his aim was generally altruistic in that he wanted to maximise pleasure but also acknowledged that he can influence the amount spent. If I were a restaurant owner I would be keen on my sommelier being skilled at the basics of rapport building and might even want them to train in NLP etc to optimise their skill set (and my profits/client satisfaction). Is this manipulative?
Wine Psych » Wine Psych
Sommelier Secrets
(2 posts)-
Posted 1 year ago #
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Is it manupulative to send your staff on customer service training? So that the customer has an enjoyable experience and provides return trade? I would say no. As long as the staff are not using their skills to encourage customers to spend beyond their means (different to spending more) then I don't have a problem with this.
Large corporate companies spend billions on advertising products to us and convincing us that we want/need them (when perhaps we don't), is this manipulative?Posted 1 year ago #
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