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Faculty of Business Brown Bag Seminar | Marketing | Volkan Yeniaras
Faculty of Business Brown Bag Seminar | Marketing | Volkan Yeniaras
19.04.2024
13:30-15:00
AB2 G12
Dr. Öğretim Üyesi Volkan Yeniaras - Özyeğin University
How to effectively (up)sell or (cross)sell to uncivil customers through conflict management.
In this study, Volkan Yeniaras, a faculty member at the School of Business, collaborates with Meric Cemali, a third-year Business Administration student, to explore the techniques for front-line employees to effectively upsell and cross-sell to uncivil customers. Employing a data triangulation approach, the study draws insights from interviews with front-line employees, two experimental designs, and a two-wave survey targeting front-line retail staff. The preliminary findings yield intriguing results, and we eagerly await your feedback.