Home

Keller Center for Research

Browse Archives by Keyword: Customer Relations

Don't Overcomplicate -- Adapt and Simplify
[3/1/2017]
Professional services sales encounters are a two-way street between the client and the service provider. Such encounters require input from both parties to mutually find the best fitting professional service for the client

Partner Phubbing: How Cell Phones Impact Romantic Partnerships
[3/1/2017]
Your partner just walked in and you can tell from her facial expression that something is weighing heavy on her mind. You ask what's wrong, and right as she begins to tell you, your phone rings

Sidestepping the Home Buying Process
[3/1/2017]
Decision making is all too often an aversive experience. In fact, work in cognitive neuroscience shows that decision making is often interpreted in similar ways as actual pain

The Stigma Turbine: (De)Stigmatization in the Real Estate Market
[12/1/2016]
Jane E. Machin, PhD, Ann M. Mirabito, PhD, and Natalie Ross Adkins, PhD



You have probably experienced situations where buyers, homes, or entire neighborhoods have been stigmatized. The emotional reactions created by stigmas can prevent your buyers from making smart decisions and can limit your sales opportunities

Can You Beat Around the Bush and Still Get the Sale?
[9/1/2016]
Barbara Bickart, PhD, Maureen Morrin, PhD, and S. (Ratti) Ratneshwar, PhD


Customers can pose challenging questions, for which salespeople (despite their best intentions) may not know the answer. We define obfuscation as a providing a response that dodges the actual question and provides a pseudo-answer with irrelevant, tangential or vague information. Obfuscation could buy the salesperson some time, and could potentially limit damage to perceptions of expertise and credibility

INSIDER: You Don't Have to be a Shark
[9/1/2016]
Luke Smith, MBA Candidate


In his book You Don’t Have to Be a Shark, Shark Tank’s “nice shark” Robert Herjavec seeks to provide techniques for salespeople to sell themselves effectively, leveraging their greatest asset (themselves) in their daily life

Transformational Relationship Events
[9/1/2016]
Colleen M. Harmeling, PhD, Robert W. Palmatier, PhD, Mark B. Houston, PhD, Mark J. Arnold, PhD, and Stephen A. Samaha, PhD


Every relationship has moments that define the expectations and feelings of the individuals in that relationship. Business relationships are no different. Specific events act as fundamental building blocks of those business relationships and are essential in shaping the relationship development

How Does Reinterpretation Influence Our First Impressions?
[6/1/2016]
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
[6/1/2016]
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?
[3/1/2016]
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


Top News | News Archives


Border Title