AUTHOR: Ratneshwar, S. (Ratti)
Can You Beat Around the Bush and Still Get the Sale?
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