Keller Center for Research

Browse Archives by Keyword: Customer Relations

Consumer Susceptibility to Cross-Selling Persuasion
Xuehua Wang, PhD and Hean Tat Keh, PhD
There are many possible applications of cross-selling for real estate, all of which have the potential to add value for the client and the agent. This article examines why some consumers are more susceptible to cross selling and how you can create a win-win for yourself and the buyer

Implementing Humor in Real Estate Transactions
Bruno Lussier, PhD, Yany Grégoire, PhD, and Marc-Antoine Vachon, PhD
Using humor wisely is known to have many benefits in the workplace. In this article, we examine the influence of salesperson humor usage on salesperson creativity, customer trust, and sales performance within the context of a salesperson-customer relationship

Predict, Don't Project
Meredith E. David, PhD
In real estate, the ability to connect with and build successful relationships with a client is based on the ability to predict a client’s preferences. However, there is a difference between predicting preferences and social projection, which could lead to misinterpretations of your own preferences as those of a client

Salesperson Ambidexterity and Customer Satisfaction
Raj Agnihotri, PhD, Colin B. Gabler, PhD, Omar S. Itani, PhD,
Fernando Jaramillo, PhD, and Michael T. Krush, PhD

To remain competitive, salespeople must provide excellent service while still reaching their sales quotas. When these two ideas converge, sales-service ambidexterity is achieved. But how can sales managers encourage their sales associates to reach this medium?

The Influence of Political Skill on Sales Outcomes
Jie Li, PhD, Gong Sun, PhD, and Zhiming Cheng, PhD
It is widely recognized that political skill enables employees to secure valuable resources within their own companies and to promote positive outcomes with customers. In this article, we examine the effect of political skill in the sales context and draw conclusions for real estate professionals

Gratitude in Buyer-Seller Relationships
Stephanie M. Mangus, PhD, Dora E. Bock, PhD, Eli Jones, PhD, and Judith Anne Garretson Folse, PhD
Gratitude has immense value to firms and is linked to increases in share of wallet, sales revenue, sales growth, and customer commitment. Our research shows how sales professionals can improve their relational outcomes with customers by fostering more grateful customers through their own expressions of gratitude

Kevin Pettit, MBA Candidate
In Sales EQ, Jeb Blount explains that the emotional experience of buying is more important than any product, price, or feature. To be an effective sales person, it is necessary to approach people the way they buy rather than the way you sell, which requires high emotional intelligence and knowledge of how people make decisions

INSIDER: Why Women Buy
Courtney A. Harris, MBA
Research shows that women account for 85 percent of all consumer purchases and have $7 trillion in buying power. In Why Women Buy, Dawn Jones shares insights to provide sales professionals with a relevant and detailed guidebook for improving results with and meeting the needs of this powerful market

Judging a Book by Its... Online Reviews?
Pareezad Zarolia,PhD and Kateri McRae, PhD
In the simplest of transactions, the exchange of goods and services between a buyer and a seller develops a relationship that is dependent on trust. This study examines how direct and indirect impressions influence the development of trust in social relationships

Why People Like Where They Live
Robyn Driskell, PhD, Larry Lyon, PhD, and Brittany M. Fitz-Chapman, PhD
Community and individual-level factors affect the satisfaction a person derives from living in his or her community. How do we determine if a community is meeting the needs of the person, and how do we better prepare our communities, moving forward, to appeal to potential homeowners?

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