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Browse Archives by Keyword: Customer Relations

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

Insider: The Science of Why
[3/1/2016]
Andrew Miner
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
[3/1/2016]
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
[3/1/2016]
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?


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