{
  "title": "Sales negotiation: does a client's anger justify a concession?",
  "url": "https://www.shr.swiss/blog/negociation-commerciale-colere-client-concession-zurich-en",
  "language": "en",
  "datePublished": "2025-02-18",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "An irritated counterpart may obtain more without providing an additional argument. Research suggests distinguishing an emotional signal from a commercial constraint.",
  "section": "Research",
  "topic": "High-Value Selling",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Gerben A."
    },
    {
      "heading": "Negative emotions are not interchangeable",
      "point": "Jennifer S."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that sellers should yield to anger, or use it themselves to gain an advantage."
    },
    {
      "heading": "What the evidence cannot decide",
      "point": "An experimental negotiation reproduces neither a financial institution's compliance approvals nor a technology provider's implementation commitments."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "Within SHR's “Vente à forte valeur ajoutée” programme, a proposed exercise for teams serving financial services, insurance, tech and the European headquarters of international groups in Zurich is to distinguish, for every contemplated concession, the emotion observed, the stated constraint and the client's written confirmation of it."
    }
  ],
  "sources": [
    {
      "authors": "Manstead",
      "year": "2004",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Keltner",
      "year": "2001",
      "source": "Journal of Personality and Social Psychology"
    }
  ],
  "wordCount": 440,
  "image": "https://www.shr.swiss/img/blog-Training-High-Value-Selling-Zurich-negociation-commerciale-colere-client-concession-zurich-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/negociation-commerciale-colere-client-concession-zurich",
    "en": "https://www.shr.swiss/blog/negociation-commerciale-colere-client-concession-zurich-en",
    "de": "https://www.shr.swiss/blog/negociation-commerciale-colere-client-concession-zurich-de",
    "it": "https://www.shr.swiss/blog/negociation-commerciale-colere-client-concession-zurich-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-vente-forte-valeur-zurich",
    "city": "https://www.shr.swiss/formations-ville/zurich",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}