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Browse Archives by Keyword: Customer Relations

Are Clients Persuaded by Boastful Agents?
[6/1/2017]

Grant Packard, PhD, Andrew D. Gershoff, PhD, and David B. Wooten, PhD


Boasting by real estate agents can produce negative and positive reactions from their clients. However, boasting combined with a strategy to develop trust can be advantageous to a real estate agent.


INSIDER: If the Point of Selling Isn't Selling, then What's the Point?
[6/1/2017]

Courtney A. Harris, MBA Candidate


Salespeople will be more successful when they understand that the point of selling isn't selling. A salesperson's job is to help his or her customer make a better buying decision.


INSIDER: Sales Growth
[6/1/2017]

Erick Huntley, MBA


In their new book, Sales Growth, authors Baumgartner, Hatami, and Valdivieso lead the reader through a series of strategies designed to help sales executives and their organizations continue to grow in a continuously changing world.


Don't Overcomplicate -- Adapt and Simplify
[3/1/2017]
Sven Mikolon, PhD, Anika Kolberg, PhD, Till Haumann, PhD, and Jan Wieseke, PhD


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]
James A. Roberts, PhD and Meredith E. David, PhD


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]
Ashley S. Otto, PhD, Joshua J. Clarkson, PhD, and Frank R. Kardes, PhD


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


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