Customer query handling in sales interactions
Volume: 46, Issue: 5, Pages: 837 - 856
Published: Nov 10, 2017
Abstract
Using a novel approach with video-recordings of sales interactions, this study focuses on a dynamic analysis of salesperson effectiveness in handling customer queries. We conceptualize salesperson behaviors, namely, resolving, relating, and emoting, as separate elements of customer query handling and empirically identify the distinct verbal and nonverbal cues that salespeople use to display these behaviors during sales interactions. We draw from...
Paper Details
Title
Customer query handling in sales interactions
Published Date
Nov 10, 2017
Volume
46
Issue
5
Pages
837 - 856
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