{
  "title": "Customer reception: does the first amount shape the estimate?",
  "url": "https://www.shr.swiss/blog/accueil-client-premier-montant-oriente-estimation-en",
  "language": "en",
  "datePublished": "2025-09-18",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "An amount mentioned at the start of an exchange can influence the estimate that follows. Research suggests examining where figures come from, rather than withholding all pricing information.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Sion",
    "region": "Valais",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Amos Tversky and Daniel Kahneman (1974, Science) describe anchoring: an initial value can influence a numerical estimate even when it provides no relevant information."
    },
    {
      "heading": "Expertise does not necessarily remove anchoring",
      "point": "Gregory B."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that figures should never be mentioned at the beginning of a conversation."
    },
    {
      "heading": "What the evidence does not establish",
      "point": "These studies do not directly measure pricing errors at reception desks in Sion."
    },
    {
      "heading": "A practical check in Sion",
      "point": "Within SHR — Swiss Human Resources’ « Accueil client » programme, an exercise in Sion could use fictional cases involving hydropower, healthcare, viticulture and alpine tourism, each with a verifiable pricing rule."
    }
  ],
  "sources": [
    {
      "authors": "Kahneman",
      "year": "1974",
      "source": "Science"
    },
    {
      "authors": "Neale",
      "year": "1987",
      "source": "Organizational Behavior and Human Decision Processes"
    }
  ],
  "wordCount": 412,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Sion-accueil-client-premier-montant-oriente-estimation-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-premier-montant-oriente-estimation",
    "en": "https://www.shr.swiss/blog/accueil-client-premier-montant-oriente-estimation-en",
    "de": "https://www.shr.swiss/blog/accueil-client-premier-montant-oriente-estimation-de",
    "it": "https://www.shr.swiss/blog/accueil-client-premier-montant-oriente-estimation-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/sion",
    "city": "https://www.shr.swiss/formations-ville/sion",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}