{"id":265161,"date":"2022-10-15T13:01:07","date_gmt":"2022-10-15T12:01:07","guid":{"rendered":"https:\/\/zakrasnejsivimperk.cz\/?p=265161"},"modified":"2022-10-15T13:01:07","modified_gmt":"2022-10-15T12:01:07","slug":"tz-dtest-seniori-jsou-stale-pod-tlakem-tzv-telesmejdu","status":"publish","type":"post","link":"https:\/\/zakrasnejsivimperk.cz\/?p=265161","title":{"rendered":"TZ dTest: Senio\u0159i jsou st\u00e1le pod tlakem tzv. tele\u0161mejd\u016f"},"content":{"rendered":"
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Ilustrace: pixabay<\/figcaption><\/figure>\n

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S novelou z\u00e1kona o elektronick\u00fdch komunikac\u00edch do\u0161lo k \u00fabytku nevy\u017e\u00e1dan\u00fdch marketingov\u00fdch vol\u00e1n\u00ed, ale nikoliv k jejich z\u00e1niku. Zejm\u00e9na senio\u0159i se st\u00e1le pot\u00fdkaj\u00ed s t\u00edm, \u017ee jim nezn\u00e1m\u00fd volaj\u00edc\u00ed nab\u00edz\u00ed p\u0159edem nevy\u017e\u00e1dan\u00e9 zbo\u017e\u00ed nebo slu\u017eby. Telemarketingov\u00ed oper\u00e1to\u0159i toti\u017e b\u00fdvaj\u00ed neodbytn\u00ed a je lehk\u00e9 jejich n\u00e1tlaku podlehnout, senio\u0159i tak nev\u011bdomky mohou po telefonu uzav\u0159\u00edt smlouvu, o kterou p\u016fvodn\u011b v\u016fbec nem\u011bli z\u00e1jem. Nahr\u00e1vku typick\u00e9ho rozhovoru s oper\u00e1torem jsme rozebrali s psycholo\u017ekou.<\/h6>\n

\"\"Podle zku\u0161enost\u00ed na\u0161\u00ed spot\u0159ebitelsk\u00e9 poradny tele\u0161mejdi zm\u011bnili nastaven\u00e9 skripty, podle kter\u00fdch postupuj\u00ed. Nyn\u00ed \u010dasto volaj\u00ed za \u00fa\u010delem \u00fadajn\u00e9ho pr\u016fzkumu ve\u0159ejn\u00e9ho m\u00edn\u011bn\u00ed nebo na z\u00e1klad\u011b p\u0159edem ud\u011blen\u00e9ho souhlasu. \u201eOhro\u017eenou skupinou jsou zejm\u00e9na senio\u0159i. \u010casto si r\u00e1di popov\u00eddaj\u00ed s volaj\u00edc\u00edm, i kdy\u017e ho neznaj\u00ed,\u201c<\/em> uv\u00e1d\u00ed Eduarda Hek\u0161ov\u00e1, \u0159editelka spot\u0159ebitelsk\u00e9 organizace dTest. Hovor obvykle za\u010dne jako pr\u016fzkum ve\u0159ejn\u00e9ho m\u00edn\u011bn\u00ed n\u011bkolika ot\u00e1zkami, kter\u00e9 opravdu nemaj\u00ed \u201eobchodn\u00ed\u201c charakter. Po z\u00edsk\u00e1n\u00ed d\u016fv\u011bry volan\u00e9mu nab\u00eddne koupi v\u00fdrobku nebo slu\u017eby. \u201eTakov\u00e9 vol\u00e1n\u00ed je samoz\u0159ejm\u011b zak\u00e1zanou marketingovou nab\u00eddkou. I pouh\u00e9 smluven\u00ed sch\u016fzky za \u00fa\u010delem nab\u00eddky je nedovolen\u00fdm jedn\u00e1n\u00edm, nato\u017e pak p\u0159\u00edm\u00e1 nab\u00eddka na konci \u201ev\u00fdzkumn\u00e9ho\u201c hovoru\u201c,\u201c<\/em> zd\u016fraz\u0148uje Eduarda Hek\u0161ov\u00e1. Tele\u0161mejd m\u016f\u017ee spot\u0159ebitele zahltit velk\u00fdm mno\u017estv\u00edm informac\u00ed, m\u016f\u017ee na n\u011bj vyv\u00edjet n\u00e1tlak a nal\u00e9hat. Ojedin\u011bl\u00e1 ale nen\u00ed ani taktika opa\u010dn\u00e1. Oper\u00e1tor hovoru m\u016f\u017ee b\u00fdt naopak velice mil\u00fd a spot\u0159ebitel tak z\u00edsk\u00e1 pocit, \u017ee je zcela v\u00fdjime\u010dn\u00fdm z\u00e1kazn\u00edkem. Je t\u0159eba d\u00e1t si tak\u00e9 pozor na nab\u00eddku zasl\u00e1n\u00ed d\u00e1rku zdarma, kter\u00fd ve v\u00fdsledku b\u00fdt zdarma v\u016fbec nemus\u00ed. Ide\u00e1ln\u00ed je, nau\u010dit se \u0159\u00edkat ne, p\u0159\u00edpadn\u011b nevy\u017e\u00e1dan\u00e9 hovory rychle ukon\u010dit.<\/p>\n

N\u00e1zor psycholo\u017eky na p\u0159\u00edklad z praxe<\/h6>\n

Na spot\u0159ebitelskou poradnu dTestu se obr\u00e1tila seniorka, kter\u00e1 se stala ob\u011bt\u00ed pr\u00e1v\u011b takov\u00e9ho hovoru s pracovn\u00edkem telemarketingov\u00e9 spole\u010dnosti. Seniorka dTestu poskytla nahr\u00e1vku cel\u00e9ho hovoru, kter\u00fd si m\u016f\u017eete poslechnout zde<\/strong><\/a>. (Osobn\u00ed \u00fadaje jsme v nahr\u00e1vce zakryli p\u00edpnut\u00edm). Psycholo\u017eka Romana Mazalov\u00e1, kter\u00e1 s dTestem dlouhodob\u011b spolupracuje, p\u0159ibl\u00ed\u017eila, jak\u00e9 metody oper\u00e1tor v tomto p\u0159\u00edpad\u011b pou\u017eil. \u201eJsou to spolehliv\u00e9 postupy, na kter\u00e9 jsou prodejci \u0161koleni,\u201c<\/em> upozor\u0148uje Romana Mazalov\u00e1 a v n\u011bkolika bodech vysv\u011btluje pou\u017eit\u00e9 praktiky:<\/p>\n

\u2022 \u201ePracovn\u00edk linky oslovuje volan\u00e9ho jm\u00e9nem, co\u017e zvy\u0161uje d\u016fv\u011bryhodnost, \u017ee se jedn\u00e1 o n\u011bkoho, koho p\u0159\u00edjemce hovoru zn\u00e1 a m\u00e1 mu proto v\u011bnovat pozornost.\u201c<\/em><\/p>\n

\u2022 \u201eProdejce v cel\u00e9m hovoru neust\u00e1le opakuje ANO. D\u00e1v\u00e1 najevo, \u017ee v\u0161e je v po\u0159\u00e1dku, nic se ned\u011bje, nen\u00ed t\u0159eba b\u00fdt obez\u0159en\u00fd a volan\u00fd z\u00edsk\u00e1 dojem, \u017ee nejedn\u00e1 s podvodn\u00edkem, ale s firmou, s n\u00ed\u017e je spokojen\u00fd. \u010c\u00edm v\u00edcekr\u00e1t \u0159ekneme ANO i na ban\u00e1ln\u00ed ot\u00e1zku, t\u00edm slo\u017eit\u011bj\u0161\u00ed je pak \u0159\u00edct z\u00e1v\u011bre\u010dn\u00e9 NE.\u201c<\/em><\/p>\n

\u2022 \u201ePo celou dobu hovoru nepadne ani zm\u00ednka o prodeji. Skute\u010dn\u00fd d\u016fvod telefon\u00e1tu je zatajov\u00e1n. C\u00edlem je vzbudit v seniorovi dojem, \u017ee se nejedn\u00e1 o prodej, ale o pod\u011bkov\u00e1n\u00ed.\u201c<\/em><\/p>\n

\u2022 \u201eProdejce neodpov\u00edd\u00e1 ani na konkr\u00e9tn\u00ed dotazy, kolik zbo\u017e\u00ed stoj\u00ed. Prodejce nejprve ml\u017e\u00ed, a nakonec sumu rozpo\u010d\u00edt\u00e1 na men\u0161\u00ed \u010d\u00e1stky. Za celou dobu ani jednou nepadne souhrnn\u00e1 cena za produkt. Rad\u011bji \u0159ekne 3 x 499,- K\u010d. Kdy\u017e prodejce vid\u00ed nez\u00e1jem, na oko \u010d\u00e1stku je\u0161t\u011b sn\u00ed\u017e\u00ed rozpo\u010d\u00edt\u00e1n\u00edm na 120,- K\u010d na m\u011bs\u00edc, aby \u010d\u00e1stka p\u016fsobila je\u0161t\u011b ni\u017e\u0161\u00ed.\u201c<\/em><\/p>\n

\u2022 \u201eVolaj\u00edc\u00ed hraje na city. Reflektuje sou\u010dasnou dobu, souc\u00edt\u00ed, \u017ee je pro seniory doba kv\u016fli zvy\u0161uj\u00edc\u00edm se cen\u00e1m nejen energi\u00ed t\u011b\u017ek\u00e1. Prodejce se tv\u00e1\u0159\u00ed, \u017ee nab\u00edz\u00ed z\u00e1chranou ruku v podob\u011b pomoci a\u0165 u\u017e d\u00e1rk\u016f zdarma nebo speci\u00e1ln\u00ed nab\u00eddkou \u201epouze pro v\u00e1s\u201c v domn\u011bl\u00e9 \u201efantastick\u00e9\u201c slev\u011b.\u201c<\/em><\/p>\n

\u2022 \u201eTypickou uk\u00e1zkou manipulace je, \u017ee prodejce nepokl\u00e1d\u00e1 ot\u00e1zku, jestli m\u00e1 doty\u010dn\u00fd v\u016fbec o produkt z\u00e1jem, ale d\u00e1v\u00e1 pouze mo\u017enost v\u00fdb\u011bru ve smyslu: Co z toho si vyberete? Co v\u00e1s zaujalo? Prodejce ned\u00e1v\u00e1 prostor zamyslet se, jestli to chci, ale p\u0159im\u011bje p\u0159em\u00fd\u0161let nad t\u00edm, co si vyberu z nab\u00eddky.\u201c<\/em><\/p>\n

\u2022 \u201ePokus o pou\u017eit\u00ed techniky tzv. fale\u0161n\u00e9 up\u0159\u00edmnosti volaj\u00edc\u00edmu \u00fapln\u011b nevy\u0161el, ale sna\u017eil se o to, kdy\u017e za\u010dal tvrdit, co pou\u017e\u00edv\u00e1 on s\u00e1m.\u201c<\/em><\/p>\n

\u2022 \u201ePotvrzen\u00ed spr\u00e1vn\u00e9 volby. Kdy\u017e si z\u00e1kaznice jeden z produkt\u016f vybere, prodejce ji hned ujist\u00ed, \u017ee ud\u011blala dob\u0159e, \u017ee je to jedna z nejobl\u00edben\u011bj\u0161\u00edch k\u016fr z\u00e1kazn\u00edk\u016f. Chce z\u00e1kaznici uklidnit, aby nepochybovala o spr\u00e1vnosti sv\u00e9 volby. T\u00edm nabour\u00e1 tzv. rozhodovac\u00ed paral\u00fdzu (strach, \u017ee p\u0159i v\u00fdb\u011bru z variant zvol\u00edm \u0161patn\u011b). A prodejce rovnou p\u0159id\u00e1v\u00e1 dal\u0161\u00ed potvrzen\u00ed d\u016fv\u011bryhodnosti, nap\u0159. \u017ee firma je z \u010cR (tedy dojem spolehlivosti, d\u016fv\u011bryhodnosti).\u201c<\/em><\/p>\n

\u2022 \u201eKdy\u017e pan\u00ed nesouhlas\u00ed s cenou, pou\u017eije techniku cenov\u00e9 kotvy \u2013 v l\u00e9k\u00e1rn\u011b to stoj\u00ed 3000 K\u010d. V porovn\u00e1n\u00ed s vy\u0161\u0161\u00ed \u010d\u00e1stkou se sna\u017e\u00ed, aby se z\u00e1kazn\u00edk zam\u011b\u0159il na to, kolik u\u0161et\u0159\u00ed (m\u00edsto toho, kolik za produkt zaplat\u00ed).\u201c<\/em><\/p>\n

\u2022 \u201ePo odm\u00edtnut\u00ed zkus\u00ed prodejce techniku d\u00e1rek zdarma. Slovo \u201ezdarma\u201c v sob\u011b nese pocit, \u017ee nic neriskuji. V z\u00e1plav\u011b dal\u0161\u00edch slov se ale pan\u00ed ztr\u00e1c\u00ed, prodejce zmi\u0148uje, \u017ee bude nutn\u00e9 zaplatit po\u0161tovn\u00e9 a baln\u00e9, ale ne\u0159\u00edk\u00e1 kolik.\u201c<\/em><\/p>\n

Vyvarujte se slov\u016fm \u201eano\u201c a \u201esouhlas\u00edm\u201c<\/h6>\n

Bez ohledu na d\u016fvod, pro kter\u00fd volaj\u00edc\u00ed spot\u0159ebiteli telefonuje, by spot\u0159ebitel m\u011bl b\u00fdt opatrn\u00fd s volbou slov. N\u011bkdy prost\u00e9 \u201eano\u201c m\u016f\u017ee znamenat souhlas s uzav\u0159en\u00edm smlouvy. To se zm\u011bn\u00ed z\u0159ejm\u011b a\u017e od 1.1.2023, pokud cel\u00fdm legislativn\u00edm procesem projde novela ob\u010dansk\u00e9ho z\u00e1kon\u00edku. dTest proto zat\u00edm doporu\u010duje spot\u0159ebitel\u016fm pozornost a obez\u0159etnost. V p\u0159\u00edpad\u011b, \u017ee spot\u0159ebitel dojde k p\u0159esv\u011bd\u010den\u00ed, \u017ee ho volaj\u00edc\u00ed obt\u011b\u017eoval protipr\u00e1vn\u011b, m\u016f\u017ee si st\u011b\u017eovat u \u010cesk\u00e9ho telekomunika\u010dn\u00edho \u00fa\u0159adu. Pokud spot\u0159ebitel z hovoru zjist\u00ed, \u017ee volaj\u00edc\u00ed zpracov\u00e1v\u00e1 jeho osobn\u00ed \u00fadaje neopr\u00e1vn\u011bn\u011b, je mo\u017en\u00e9 kontaktovat \u00da\u0159ad pro ochranu osobn\u00edch \u00fadaj\u016f.<\/p>\n

Pokud pot\u0159ebujete poradit ohledn\u011b Va\u0161ich spot\u0159ebitelsk\u00fdch pr\u00e1v ve vztahu k vol\u00e1n\u00ed tele\u0161mejd\u016f, m\u016f\u017eete se obr\u00e1tit na bezplatnou spot\u0159ebitelskou poradnu dTestu, a to elektronicky na www.dtest.cz\/spotrebitelska-poradna<\/a><\/strong> nebo telefonicky na \u010d\u00edslo 299 149 009.<\/p>\n

dText<\/strong><\/p>\n

\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

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