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2.  Emotional intelligence
is the subset of social
intelligence that
involves the ability to
monitor one's own and
others' feelings and
emotions to
discriminate among
them and to use this
information to guide
one's thinking and
actions.
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3.  Ability model
 Mixed Model
 Trait Model
 Bar-On Model
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4. Motivate
Empathize
Getting them at
their transition point
Knowing the (customers’)
emotions
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5.  To know all possible emotions that a
customer has.
 Develop a basic knowledge on emotions
and expected reactions of customers.
 Broadly classified as positive and
negative emotions.
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7.  Perceive the emotions of the customers
from facial expressions.
 Understanding emotion – To analyze
complex emotions and form emotional
knowledge.
 Manage emotions
 Determine the vulnerable point
 Convince
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8.  Sensing customers’ problems and needs
by putting themselves in the customers’
shoes.
 Cater to the exact needs
 Build Trust
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9.  Motivate by
Rewards
Customization
 Make the customer a Loyal Customer
Customer loyalty cards
Build Customer Relationship
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10.  Pre Test – Post Test Experimental and
Control Group
 Experimental Group - O1 X O2
 Control Group - O3 O4
 Effectiveness Measurement –
(O4-O3)-(O2-O1)
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11. •Know the Emotions
Problem
recognition
•Get at their Transition Point
Information
search
Evaluation of
alternatives
•Empathize
• Motivate
Purchase
Decision
•Motivate
Post Purchase
Behavior
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