Salesperson’s Attention to the Customer

What it measures

Did the salesperson actually understand what the customer needed? Six items measure perceived personal attention.

Response Format

7-point Likert (1=strongly disagree, 7=strongly agree)

Representative items

• The _____ understood my specific needs.
• The _____ gave me personal attention.
• The _____ made an attentive impression.
• The _____ attempted to understand what I was saying.
• The _____ recognized what I needed.

Citation

Packard, G., & Berger, J. (2021). How Concrete Language Shapes Customer Satisfaction. Journal of Consumer Research, 47(5), 787–806.

Keywords