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TRADITIONAL PERSONAL SELLING IN THE LIGHT OF CUSTOMERS' OPINIONS (ON THE EXAMPLE OF AVON) (Tradycyjna sprzedaz osobista w swietle opinii klientow (na przykladzie firmy Avon))

100%

Rynkiewicz M. , Oczachowska A.

Nauki o Zarządzaniu

2011

nr 6

173-181

The first part of the research was aimed at identifying the attitude of customers of Avon towards personal selling. The second part (observation) concentrated on learning to what extent Avon consultants apply known selling techniques in their daily work. The attitude of customers of AVON towards personal selling (understood as the contact between a seller and a customer) is rather neutral as compared to other forms of selling. Shopping is often treated by customers as an antidepressant. Customers do not criticize importunate or improper behaviour of a seller nor do they believe in being manipulated in order to buy unimportant goods. As for consultants of Avon, their appearance is perfect and thus professional, and their selling skills are developed with the help of intuition and willingness to assist other people. Selected techniques are applied intuitively. Consultants are convinced that they do their job properly and honestly.

CONFIDENCE IN EUROPEAN RETAIL BANKING: ASSESSING RELATIONSHIP WITH ECONOMIC FUNDAMENTALS

86%

Barbu T. C. , Boitan I.

Ekonomický časopis (Journal of Economics)

2018

tom 66

nr 2

181 – 198

The paper explores the various typologies of confidence indices and barometers that have been developed by audit and consultancy firms, research centres or banking associations with the purpose to assist banks in better understanding customers’ needs, perceptions and expectations. The study gravitates around the European banking sector, by relying on the customer experience index developments during 2011 – 2015. We follow a twofold statistical approach, meant to investigate whether the index dynamics may be significantly determined by changes in several broad coverage variables, and respectively the presence of a two-way causality between the index and variables included in the sample. The findings obtained are of interest not only for banks, but also for public authorities and financial regulators, as the customers’ confidence index used in the study appears to drive subsequent changes in the level of several macroeconomic, financial and institutional variables.