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As more shoppers arrive in stores with price and product data literally at their fingertips via smartphones, their interaction with sales associates - most still earning a risible $7-10 an hour in an era of $4-per-gallon gas - is more crucial than ever. A study conducted by the Verde Group and the Wharton School of Business found that the single most critical element in customer satisfaction was not billion-dollar branding, advertising or extensive use of social media, but the quality of those personal moments when a shopper chooses -or not - to become a paying customer.