Khi khách hàng bước vào cửa hàng nhân viên nên làm gì để và hỏi gì để phân loại khách hàng: mức độ hưởng ứng, ý muốn, khát vọng

the answer to the question is punishment. or more specifically, positive punishment.

positive punishment occurs when a behavior is given a negative consequence for the individual doing the behavior.

sara no longer wants to ask questions (the behavior) because she is ridiculed by mr. smith (the punishment).

reinforcement is inaccurate because reinforcement always gives positive consequences for the individual doing the behavior, be it by introducing a pleasant consequence or removing an unpleasant one.