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The anatomy of first-time and subsequent business-to-business ‘cold’ calls

Huma, Bogdana ORCID: https://orcid.org/0000-0003-0482-9580 and Stokoe, Elizabeth (2019) The anatomy of first-time and subsequent business-to-business ‘cold’ calls. Research on language and social interaction, 53 (2). (In Press)

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Abstract

This paper examines business-to-business ‘cold’ calls between salespeople and prospective clients. Drawing on 150 audio-recorded interactions, we use conversation analysis to identify the overarching structural organisation and constituent activities in first-time and subsequent ‘cold’ calls, a distinction that emerged from participants’ orientation to their relationship history or lack thereof. The paper reveals how structural features of telephone conversations, such as identification sequences and ‘reason for calling’, are adapted to achieve local interactional results and that these conversational microstructures are consequential for the outcome of the telephone call and, ultimately, a company’s bottom line. Data are British English.

Item Type: Article
Status: In Press
Subjects: B Philosophy. Psychology. Religion > BF Psychology
B Philosophy. Psychology. Religion > BF Psychology > BF636 Applied psychology
H Social Sciences > H Social Sciences (General)
H Social Sciences > HM Sociology
School/Department: School of Psychological & Social Sciences
URI: http://ray.yorksj.ac.uk/id/eprint/4167

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