Browse Archives by Keyword: Customer Relations
How Does Reinterpretation Influence Our First Impressions?
Thomas C. Mann, PhD Candidate, and Melissa J. Ferguson, PhD
Common wisdom and psychological research alike advise that it is critically important to make a good first impression: the human mind is adept at drawing inferences about others from even the slimmest amount of information about their actions or appearance, and these impressions can impact decision-making.
Understanding Client Attitudes
JaeHwan Kwon, PhD, and Dhananjay Nayakankuppam, PhD
People develop attitudes and opinions toward many different things, but we know that not all attitudes guide our behaviors.
Can A Book be Judged Accurately Only by its Cover?
Zachary R. Hall, PhD, Michael Ahearne, PhD, and Harish Sujan, PhD
Sales professionals make judgments of their customers' preferences and tastes throughout the selling process – at times without being conscious they are doing so. These judgments enable effective selling.
Insider: The Science of Why
It is said that people hate to spend money, but that they love to buy. But why? Why do we buy what we buy?
The Salesperson's Toolkit for Selling Success
Charles Fifield, MBA
A salesperson’s or agent’s toolkit is a set of tools designed to be used together for the purpose of earning a win-win value-adding purchase decision. During an interactive professional sales exchange, several tools are needed to shape and achieve this desired outcome.
You Don't Always Get What You Want, and You Don't Always Want What You Get
Ryan R. Mullins, PhD, Daniel G. Bachrach, PhD, Adam A. Rapp, PhD, Dhruv Grewal, PhD, and Lauren Skinner Beitelspacher, PhD
The old adage tells us that the customer is always right, but does the customer always feel in control?
Can Acetaminophen Reduce the Pain of Decision-Making?
C. Nathan DeWall, PhD, David S. Chester, PhD Candidate, and Dylan S. White, BA
Decision-making and loss as a result of decision-making may afflict every individual, industry, and profession. However, decision-making and loss are not the most pleasurable experiences. In fact, decisions are often described as painful...
Insider: Thinking, Fast and Slow in Real Estate Sales
Mark McMullen, JD/MBA Candidate
Our decision-making processes utilize two systems in our minds that function very differently, yet work together to help us analyze situations and draw conclusions. Dr. Daniel Kahneman’s Thinking, Fast and Slow explores the interaction between the automatic system and the conscious system...
Value Creation in Real Estate
Caroline Tynan, PhD, Sally McKechnie, PhD, and Stephanie Hartley, MSc
For real estate professionals, the word value comes up in professional conversations everyday. However, value can oftentimes be very narrowly defined from the firm’s perspective, prompting the agent to miss opportunities to connect the broad definition of value to the real estate purchase experience...
Charles Fifield, MBA
The concept of developing value for a buyer in order to gain a purchase decision should not be thought of as a static event or a single step in the selling endeavor, but rather a critical and dynamic factor or process...