Studies on Rapo forming in good sales field for Customer Service Improvement -Focused on Enneragram-

고객서비스제고를 위한 상품판매현장에서의 라포형성에 관한 연구 - 에니어그램을 중심으로 -

  • 조병무 (호서대학교 벤처전문대학원 정보경영학과) ;
  • 양해술 (호서대학교 벤처전문대학원 정보경영학과)
  • Published : 2007.12.31

Abstract

First impression is flexible that in a relationship it can be decided within four to ten seconds Therefore, to change the fixed image that has been formed at first impression requires lots of time and effect. Forming Rapo is one of a very important element in customer managing that form curiosity and credibility at first sight. This thesis is researched on Forming Rapo, which is important due to demand of change in business environment, to apply in the real market and increase the sale. The study applied on Enneagram that is proven to be the most effective tool for teach required passion and leadership within human personality system, and it explains nine different type of human personality. The used methodology was to set the hypothesis from selecting features that can be judged to apply on the sales field in the nine different type of personality. In addition, to support and prove the appliance of the hypothesis, one conduct the survey to 375 people, who found their personality type at KESI (Korea Enneagram Spiritual Institution).

Keywords

customer satisfaction management;Enneagram;Forming Rapo