Date of Award

5-2019

Degree Name

Master of Science

Department

Behavior Analysis and Therapy

First Advisor

Dixon, Mark

Second Advisor

Koch, Shane

Third Advisor

Rehfeldt, Ruth Anne

Abstract

Sales training and feedback is an important aspect of a successful business. Sales based businesses are dependent on effective customer relations. Implementing a training program that is focused on customer service could help increase sales revenue for the business as a whole. The purpose of this research study is to make recommendations for improving the process of initially greeting a customer in order to create a more positive experience from start to finish. It also examines the importance of feedback in regard to increasing desired behavior of a salesperson. After conducting a PDC with the owner, management and salespeople; recommendations for improving upon customer greetings was given to the management team.

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