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Browse Archives by Keyword: Customer Relations

Emotional Ability and Nonverbal Communications
Blair Kidwell, PhD, and Jonathan Hasford, PhD
As cognitive beings, we possess a unique ability to recognize and understand non-verbal communication. We have the ability to study and analyze the non-verbal signals of our friends, family and clients, and then use that information to communicate more effectively with each other...

Explicit Marketing: Personalization of Email Subject Line
Wesley Bryan
It’s a fairly common experience - that desperate moment when you search the crowd for whoever said your name. We are constantly clued into our names, especially when it’s added to personalized greetings or comments. People use our names as a way of engaging with us and getting our attention...

Selling Effectiveness: The Role of Interpersonal Mentalizing
Subhra Chakrabarty, DBA, Robert E. Winding II, PhD and Gene Brown, PhD
The effectiveness of salespeople depends on how they interact with customers. Sales organizations recruit and train salespeople so that they can identify and satisfy customer needs in the long-run...

The Power of Storytelling
David A. Gilliam, PhD and Alex R. Zablah, PhD
Salespeople constantly seek ways to communicate persuasively. Storytelling is a type of communication that you and I use every day. It is so common you may not even think about it when telling or hearing a story. Stories are such an important part of the fabric of human communications that failing to use them effectively in sales can be a serious handicap...

Competitiveness, Coachability, and Context as Key Determinants of Sales Performance
Kirby L.J. Shannahan, PhD, Rachelle J. Shannahan, PhD, and Alan J. Bush, PhD
The real estate industry is fiercely competitive. Since the 1990s it has not only been a competition between individual agents but one between agents and realtor teams...

INSIDER: Changing the Sales Conversation
Susan Monaghan, MBA
Previously, providing information was a key way that salespeople created value for clients. Now, sales professionals must adapt the value creation process to address changing client needs by...

INSIDER: Sales and Marketing the Six Sigma Way
Natasha Ashton, JD/MBA Candidate
Efficiency, process improvement, and value creation are not just buzzwords in today’s business world; they have become the foundation for real, sustainable competitive advantage. However, the path to achieving or improving upon these fundamental concepts is not always clear...

INSIDER: The Ambivert Advantage
Clint Justice, MBA Candidate
Are extraverts are the best candidates for sales positions? Despite the proliferation of this assumption in numerous sales organizations, studies have shown that there is a weak and inconsistent relationship between extraversion and sales performance. In fact, recent studies indicate that...

Is Work-Family Balance Possible?
Dawn Carlson, PhD, K. Michele Kacmar, PhD, Joseph G. Grzywacz, PhD, Bennett Tepper, PhD, and Dwayne Whitten, DBA
Do you have a balanced work and family life? For many, this question is difficult to answer because the definition of “balance” varies. Regardless of the definition, it is clear that the demands of work can impact an individual’s...

Managing Consumer Resistance to Internet-Based Services
Athanasios G. Patsiotis, PhD (Greece), Tim Hughes, PhD
(UK), and Don J. Webber, PhD (UK)

Internet-based applications are very commonplace within business and personal contexts. Online banking, chat-based customer service, and shopping are just some of the e-functions that permeate our day-to-day lives. Some consumers, though, show great resistance...


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