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Expectations often shape the perception of what are supposedly good data, and sometimes good data just are not what they are cracked up to be. Bad selling from memorized scripts could be handled by automatons. In some cases, that might be an improvement. Up-selling, when poorly done, is probably one of the aspects of sales that undermines confidence of buyers, especially first-time customers, making them unlikely to become second-time clients.
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About Dr. Joe Webb
Dr. Joe Webb is one of the graphic arts industry's best-known consultants, forecasters, and commentators. He is the director of WhatTheyThink's Economics and Research Center.
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