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In most service businesses customers' perceptions of a corporate brand depend highly on the behavior of frontline staff. Service firms face the challenge of having employees ...

Research has often failed to find a relationship between customer satisfaction with salespeople and sales performance. Some research shows that as satisfaction levels ...

As any well-seasoned agent knows, creating a connection with the client is essential. Connections can be made in a variety of ways and usually hinge on some common value ...

What is self-awareness and why is it important? Self-awareness is critical for buyers and sellers because self-focused attention makes people more conscious of their attitudes ...

Extensive research has been undertaken to define the relationship between client satisfaction and client retention. Despite the widespread findings that client satisfaction ...

Recent polls suggest that the public continues to hold a dim view of the sales profession and to rate commissioned salespeople as dishonest and unethical (Gallup 2006) ...

Agents are often advised, encouraged, and even admonished to gain the trust of the seller, the buyer, or both. This advice is based on a wealth of research that shows ...

Approximately one in every six hours of a salesperson's or agent's time is spent dealing with conflict (Bradford and Weitz 2009, p. 35). The difference between losing a client ...

Individual agents with whom clients interface are often the most critical vehicle for developing and maintaining high-performing buyer-seller relationships (Palmatier 2008) ...

December 2009Dr. Louann Brizendine provides the technical perspective on the obvious physical differences between the minds of men and women in her appropriately titled book...

Satisfaction has been identified as a central determinant of client retention, and its effect on client retention has been intensively discussed within the paradigm shift from...

How does the awareness of emotion impact interaction between buyer and seller? In "Perceiving Emotion in the Buyer-Seller Interchange: The Moderated Impact on...

"Relationship Marketing" (RM) refers to a long-term and mutually beneficial arrangement in which both the buyer and seller focus on value enhancement with the goal of...

If you placed the business cards of agents at a real estate conference in a fishbowl, and then put the business cards of the people in the conference room next door in another...

Today's market offers home buyers and sellers an abundance of choices for selecting a real estate agent. In this increasingly competitive environment, communicating...

How does emotional intelligence affect consumer choices? In Emotional Calibration Effects on Consumer Choice published in the Journal of Consumer Research in December 2008...

How does emotion impact the purchase decision? In Consumer Emotional Intelligence: Conceptualization, Measurement, and the Prediction of Consumer Decision Making...

How do you manage friendship in your business? If the answer is "I don't," then this study may change how you do business. The effects of friendship on business...

How do home buyers or sellers decide on an individual agent? We conducted a focus group among recent home buyers and sellers asking just that question...

Does an agent's behavioral style influence performance? Do groups or offices work better if there is an appropriate mix of individuals with different behavioral styles? What is a...

Location, location, location - three critical words in real estate! But there are three other words that perhaps are even more important: referrals, referrals, referrals...

Today's consumers are demanding and more sophisticated than ever. They have a world of information at their fingertips - and in a crowded real estate market they know they...