To Sell Is Human: The Surprising Truth About Moving Others (27 page)

CHAPTER 3. FROM
CAVEAT EMPTOR
TO
CAVEAT VENDITOR

1.
George A. Akerlof, “Writing ‘The Market for “Lemons’”: A Personal and Interpretive Essay,” available at http://www.nobelprize.org/nobel_prizes/economics/laureates/2001/akerlof-article.html.

2.
George A. Akerlof, “The Market for ‘Lemons’: Quality Uncertainty and the Market Mechanism,”
Quarterly Journal of Economics
84, no. 3 (August 1970): 488–500.

3.
Ibid, 489.

4.
Joe Girard with Stanley H. Brown,
How to Sell Anything to Anybody
(New York: Fireside, 2006; 1977), 6.

5.
Ibid., 251.

6.
Ibid., 121, 173.

7.
Ibid., 49–51.

8.
Ibid., 53.

9.
Doug Gross, “Are Social Media Making the Resume Obsolete?” CNN.com, July 11, 2012, available at http://www.cnn.com/2012/07/11/tech/social-media/facebook-jobs-resume/index.html.

10.
Fortune 500, 2012 list, available at http://money.cnn.com/magazines/fortune/fortune500/2012/full_list/.

11.
Alfred C. Fuller (as told to Hartzell Spence),
A Foot in the Door: The Life Appraisal of the Original Fuller Brush Man
(New York: McGraw-Hill, 1960), xx.

12.
See, for instance, John F. Tanner Jr., George W. Dudley, and Lawrence B. Chonko, “Salesperson Motivation and Success: Examining the Relationship Between Motivation and Sales Approach,” paper presented at annual convention of the Society for Marketing Advances, San Antonio, Texas (November 2005).

CHAPTER 4. ATTUNEMENT

1.
Adam D. Galinsky, Joe C. Magee, M. Ena Inesi, and Deborah H. Gruenfeld, “Power and Perspectives Not Taken,”
Psychological Science
17 (December 2006): 1068–74.

2.
Ibid., 1070.

3.
Ibid., 1071.

4.
Britt Peterson, “Why It Matters That Our Politicians Are Rich,”
Boston Globe
, February 19, 2012. See also Michael W. Kraus, Paul K. Piff, and Dacher Keltner, “Social Class as Culture: The Convergence of Resources and Rank in the Social Realm,”
Current Directions in Psychological Science
20, no. 4 (August 2011): 246–50.

5.
Adam D. Galinsky, William W. Maddux, Debra Gilin, and Judith B. White, “Why It Pays to Get Inside the Head of Your Opponent: The Differential Effects of Perspective Taking and Empathy in Negotiations,”
Psychological Science
19, no. 4 (April 2008): 378–84.

6.
Pauline W. Chen, “Can Doctors Learn Empathy?”
New York Times
, June 21, 2012.

7.
Galinsky et al., “Why It Pays,” 383.

8.
For a good and accessible introduction to the field of social network analysis, see the work of Valdis Krebs, available at http://www.orgnet.com. An excellent introductory book on the topic is Lee Rainie and Barry Wellman,
Networked: The New Social Operating System
(Cambridge, MA: MIT Press, 2012).

9.
William W. Maddux, Elizabeth Mullen, and Adam D. Galinsky, “Chameleons Bake Bigger Pies and Take Bigger Pieces: Strategic Behavioral Mimicry Facilitates Negotiation Outcomes,”
Journal of Experimental Social Psychology
44, no. 2 (March 2008): 461–68.

10.
“The chameleon effect refers to nonconscious mimicry of the postures, mannerisms, facial expressions, and other behaviors of one’s interaction partners, such that one’s behavior passively and unintentionally changes to match that of others in one’s current social environment.” Tanya L. Chartrand and John A. Bargh, “The Chameleon Effect: The Perception-Behavior Link and Social Interaction,”
Journal of Personality and Social Psychology
76, no. 6 (June 1999): 893–910.

11.
Maddux et al., “Chameleons Bake Bigger Pies,” 463.

12.
Ibid., 466.

13.
Ibid., 461.

14.
Adrienne Murrill, “Imitation Is Best Form of Flattery—and a Good Negotiation Strategy,”
Kellogg News
, August 16, 2007. Available at http://www.kellogg.northwestern.edu/news_articles/2007/aom-mimicry.aspx.

15.
Rick B. van Baaren, Rob W. Holland, Bregje Steenaert, and Ad van Knippenberg, “Mimicry for Money: Behavioral Consequences of Imitation,”
Journal of Experimental Social Psychology
39, no. 4 (July 2003): 393–98.

16.
Céline Jacob, Nicolas Guéguen, Angélique Martin, and Gaëlle Boulbry, “Retail Salespeople’s Mimicry of Customers: Effects on Consumer Behavior,”
Journal of Retailing and Consumer Services
18, no. 5 (September 2011): 381–88.

17.
Robin J. Tanner, Rosellina Ferraro, Tanya L. Chartrand, James R. Bettman, and Rick Van Baaren, “Of Chameleons and Consumption: The Impact of Mimicry on Choice and Preferences,”
Journal of Consumer Research
34 (April 2008): 754–66.

18.
April H. Crusco and Christopher G. Wetzel, “The Midas Touch: The Effects of Interpersonal Touch on Restaurant Tipping,”
Personality and Social Psychology Bulletin
10, no. 4 (December 1984): 512–17; Céline Jacob and Nicolas Guéguen, “The Effect of Physical Distance Between Patrons and Servers on Tipping,”
Journal of Hospitality & Tourism Research
36, no. 1 (February 2012): 25–31.

19.
Nicolas Guéguen, “Courtship Compliance: The Effect of Touch on Women’s Behavior,”
Social Influence
2, no. 2 (2007): 81–97.

20.
Frank N. Willis and Helen K. Hamm, “The Use of Interpersonal Touch in Securing Compliance,”
Journal of Nonverbal Behavior
5, no. 5 (September 1980): 49–55.

21.
Damien Erceau and Nicolas Guéguen, “Tactile Contact and Evaluation of the Toucher,”
Journal of Social Psychology
147, no. 4 (August 2007): 441–44.

22.
See also Liam C. Kavanagh, Christopher L. Suhler, Patricia S. Churchland, and Piotr Winkielman, “When It’s an Error to Mirror: The Surprising Reputational Costs of Mimicry,”
Psychological Science
22, no. 10 (October 2011): 1274–76.

23.
Daniel Kahneman, Ed Diener, and Norbert Schwarz, eds.,
Well-Being: The Foundations of Hedonic Psychology
(New York: Russell Sage Foundation, 1999), 218.

24.
P. T. Costa Jr. and R. R. McCrae,
NEO PI-R Professional Manual
(Odessa, FL: Psychological Assessment Resources, Inc., 1992), 15; Susan Cain,
Quiet: The Power of Introverts in a World That Can’t Stop Talking
(New York: Crown, 2012).

25.
See, for instance, Table 1 in Wendy S. Dunn, Michael K. Mount, Murray R. Barrick, and Deniz S. Ones, “Relative Importance of Personality and General Mental Ability in Managers’ Judgments of Applicant Qualifications,”
Journal of Applied Psychology
80, no. 4 (August 1995): 500–509.

26.
Adrian Furnham and Carl Fudge, “The Five Factor Model of Personality and Sales Performance
,” Journal of Individual Differences
29, no. 1 (January 2008): 11–16; Murray R. Barrick, Michael K. Mount, and Judy P. Strauss, “Conscientiousness and Performance of Sales Representatives: Test of the Mediating Effects of Goal Setting,”
Journal of Applied Psychology
78, no. 5 (October 1993): 715–22 (emphasis added).

27.
Murray R. Barrick, Michael K. Mount, and Timothy A. Judge, “Personality and Performance at the Beginning of the New Millennium: What Do We Know and Where Do We Go Next?”
International Journal of Selection and Assessment
9, nos. 1–2 (March–June 2001): 9–30.

28.
See, for instance, Adam M. Grant, Francesca Gino, and David A. Hofmann, “Reversing the Extraverted Leadership Advantage: The Role of Employee Proactivity,”
Academy of Management Journal
54, no. 3 (June 2011): 528–50.

29.
Adam M. Grant, “Rethinking the Extraverted Sales Ideal: The Ambivert Advantage,”
Psychological Science
(forthcoming, 2013).

30.
H. J. Eysenck,
Readings in Extraversion and Introversion: Bearings on Basic Psychological Processes
(New York: Staples Press, 1971).

31.
Grant, “Rethinking the Extraverted Sales Ideal.”

32.
Ibid.

33.
Steve W. Martin, “Seven Personality Traits of Top Salespeople,”
HBR Blog Network
, June 27, 2011, available at http://blogs.hbr.org/cs/2011/06/the_seven_personality_traits_o.html; Lynette J. Ryals and Iain Davies, “Do You Really Know Who Your Best Salespeople Are?”
Harvard Business Review
, December 2010.

34.
Nate Boaz, John Murnane, and Kevin Nuffer, “The Basics of Business-to-Business Sales Success,”
McKinsey Quarterly
(May 2010).

35.
Cain,
Quiet: The Power of Introverts
, 166.

36.
Deniz S. Ones and Stephan Dilchert, “How Special Are Executives? How Special Should Executive Selection Be? Observations and Recommendations,”
Industrial and Organizational Psychology
2, no. 2 (June 2009): 163–70.

CHAPTER 5. BUOYANCY

1.
Og Mandino,
The Greatest Salesman in the World
(New York: Bantam, 1968), 71, 87.

2.
Napoleon Hill,
How to Sell Your Way Through Life
(Hoboken, NJ: Wiley, 2010), 49.

3.
Ibrahim Senay, Dolores Albarracín, and Kenji Noguchi, “Motivating Goal-Directed Behavior Through Introspective Self-Talk: The Role of the Interrogative Form of Simple Future Tense,”
Psychological Science
21, no. 4 (April 2010): 499–504.

4.
Ibid., 500-501.

5.
Ibid., 500.

6.
See, in particular, the work of Edward L. Deci and Richard M. Ryan, for example, Edward L. Deci and Richard M. Ryan, “The ‘What’ and ‘Why’ of Goal Pursuits: Human Needs and the Self-Determination of Behavior,”
Psychological Inquiry
11, no. 4 (October 2000): 227–68. I describe some of this research in my own Daniel H. Pink,
Drive: The Surprising Truth About What Motivates Us
(New York: Riverhead Books, 2009).

7.
Shirli Kopelman, Ashleigh Shelby Rosette, and Leigh Thompson, “The Three Faces of Eve: Strategic Displays of Positive, Negative, and Neutral Emotions in Negotiations,”
Organizational Behavior and Human Decision Processes
99, no. 1 (January 2006): 81–101.

8.
Ibid.

9.
Barbara L. Fredrickson,
Positivity: Top-Notch Research Reveals the 3 to 1 Ratio That Will Change Your Life
(New York: Three Rivers Press, 2009), 21.

10.
Barbara L. Fredrickson and Marcial F. Losada, “Positive Affect and the Complex Dynamics of Human Flourishing,”
American Psychologist
60, no. 7 (October 2005): 678–86.

11.
Cory R. Scherer and Brad J. Sagarin, “Indecent Influence: The Positive Effects of Obscenity on Persuasion,”
Social Influence
1, no. 2 (June 2006): 138–46.

12.
See, for instance, Marcial Losada and Emily Heaphy, “The Role of Positivity and Connectivity in the Performance of Business Teams: A Nonlinear Dynamics Model,”
American Behavioral Scientist
47, no. 6 (February 2004): 740–65.