The Influence of the Factor of Providing Additional Contact Information by the Client on the Outcome of the Transaction in Telemarketing

Abstract

The subject of the study is the search for the relationship between the provision of additional information by the client and the success of the transaction. The more information the client is willing to provide, the higher his interest in purchasing a product or service and the less likely it is to refuse after a preliminary agreement. Special attention is paid to the most common reasons for refusals, such as the inability to get through to the client, refusal dictated by close people, cases when the client changed his mind without explicitly stating the reason. Based on the methods of mathematical statistics, confirmations of the hypotheses put forward about the absence of a significant influence of the fact of providing additional contact information by the client on the outcome of transactions in general were obtained, but its significant influence in certain classes of refusals was confirmed. The importance of studying the model of making a purchase decision among the client's inner circle is substantiated. The novelty of the research lies in the detailed analysis of particular cases of failure and the mathematical justification of the hypotheses put forward. The main conclusion based on the results of the study is that additional information from the client is an intangible pledge that reinforces the desire to purchase a product or service. Additional information about another person indicates an evasion of responsibility or a hidden refusal. The results confirm the words said by psychologist Boris Mikhailovich Teplov that despite his individuality, a person is under the influence of society and acts in certain social conditions. It is necessary to analyze the client's refusal without interrupting the models of his interaction with other persons influencing the purchase decision.