Sandro is one of your newer salespeople. This morning, you observed him patiently explaining to a customer that the product she came in to purchase was not her best option and that she would actually be better off with one of your company’s other products, which was less expensive. List the steps of the giving praise model and, where appropriate, include exactly what you would say to Sandro as you praise him.
What will be an ideal response?
Students statements to Sandro will vary, but their responses should follow the steps of the giving praise model as follows:
Step 1. Tell the employee exactly what was done correctly.
Step 2. Tell the employee why the behavior is important.
Step 3. Stop for a moment of silence.
Step 4. Encourage repeat performance.
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