Sales Agents Research Articles

Small talk as relational practice during assessment

This paper explores small talk as relational practice in performance appraisal interviews between managers at the Belgian headquarters of a small-sized service-oriented company and their sales agents who work remotely around the world. On the basis of a dataset of 14 online video-recorded appraisal interviews and two follow-up interviews with the managers, we examine by using a turn-by-turn content analysis the occurrence and function of small talk as relational practice within the specific interactional context of performance appraisal interviews. The findings show that within this specific virtual workspace context, the communicative purpose of performance appraisal interviews transcends assessment, as the managers make use of small talk to fulfill the additional aim of instilling the company’s corporate culture and personal approach in its employees. We reflect on the meaning of relational practice in the workplace and argue that the communicative purpose of such interactions is broadened so as to adapt to the globalized needs of modern companies.

Making the hard sale: Migrant sales agents and the precarious labours of Philippine real estate brokerage

In recent years, scholars have taken interest in the significant remittance contributions of Filipinos living and working abroad to what some have called the Philippine ‘real estate boom’. In the case of real estate property as investment, however, much remains unknown with regards to how major Philippine real estate developers capture, facilitate and ensure the continuous flow of migrant investments into condominium units in the Philippines. This article examines how Philippine real estate developers make use of a particular kind of sales labour to reach various Overseas Filipino Worker (OFW) populations. It argues that most major developers rely on a hierarchical, networked and transnationalized labour arrangement, composed mainly of licensed and unlicensed sales agents. Drawing from interviews with sales agents working in and between the cities of Metro Manila and Dubai, it then complicates dominant depictions of real estate sales agents by demonstrating the precarious conditions they work under as well as how this flexible labour arrangement often works in two ways. First, this article demonstrates that through their sales labour, specific Filipino migrant community dynamics such as community leadership, charity and other migrant ‘life projects’ such as investments, side hustles and debt get absorbed into the very circuitry of real estate accumulation. Second, through sales agents’ recruitment of OFW ‘marketing partners’, Philippine real estate developers are able to enter and expand into spaces of migrant advocacy and of migrant in/formal work to enrol OFWs either as potential investors, as labour or both.

Implementing Design Thinking for UI/UX Optimization: Insights from PT. Asuransi Simas Jiwa

PT Asuransi Simas Jiwa is one of the companies that has implemented a fairly good information system in carrying out business processes. Siji Sales Force is a website-based information system used by Sales Agents to create, design and manage digital marketing activities. Based on the data collection results, it is known that several problems with the Siji Sales Force Web include shortcomings in terms of the appearance and functionality of the website. Based on observations of the features in the report menu, errors often occur and there has been no evaluation from the relevant parties. This research aims to provide recommendations for UI/UX design on the Siji Sales Force Website based on the results of analysis using the Design Thinking method. Design Thinking is an approach or method of problem solving both cognitively, creatively and practically to answer human needs as users. Design recommendations are built in prototype form using the Figma application. The prototype that was built was tested for usability using the System Usability Scale (SUS), obtaining a score of category B or "Good" which indicates that the prototype design meets acceptable requirements or is declared acceptable by interested parties. Based on the test results, the design redesign was acceptable and considered effective, so it is hoped that the design created can become a recommendation for the system development team to improve the Siji Sales Force website.

Relationship of Motivational Factors towards Real Estate Sales Agent's Sales Performance

Abstract The study explores the Relationship of motivational factors influencing sales performance among real estate agents. The research key indicators such as monetary, non-monetary, productivity and efficiency resulted to very high descriptive equivalent which describes as indicators are always implemented by the sales agents. Demographic profile in terms of gender, monthly income, and years in the industry did not significantly affect sales performance. Also, A correlation analysis of motivating factors and sales performance among sales agents shows substantial positive connections across all categories. Descriptive-Correlational, inferential, frequency count, mean and analysis of variance are used in this study. There were 80 real estate agents who were participated as respondents of the study. The study shows that monetary and non-monetary incentive factors have an important role in improving real estate agents' sales performance in Davao City. Additionally, Real estate experience and educational achievement have a major impact on motivation and sales performance. To improve sales results, organizations should design complete motivational tactics that target both financial and non-financial incentives.

From Mundane to Creative: How AI Unburdens Sales Agents

From Mundane to Creative: How AI Unburdens Sales Agents

Analysing interventions for energy-efficient appliances and heating & cooling systems adoption: An agent-based model

The transition towards energy efficiency in households is advancing slowly despite the increasing number of incentive policy interventions. It is imperative to assess the effectiveness of these interventions to prevent wasting resources or even jeopardizing the energy transition. An agent-based model was developed using the results of two discrete choice experiments to simulate the diffusion of 1) energy-efficient appliances and 2) heating & cooling systems among households. Policy interventions (information campaigns, engaging sales agencies, and providing district heating) on the diffusion of these two types of energy-efficient products have been simulated. The simulation results indicate that energy-efficient heating & cooling systems have the potential for widespread adoption, while appliances do not exhibit the same level of scalability. The results show that information campaigns targeting households' environmental attitudes have limited impacts on energy-efficient appliance diffusion while engaging sales agencies has a greater impact on energy-efficient appliance diffusion than information campaigns. Simulation results also show that district heating can achieve large-scale diffusion, and the main barrier to the diffusion is the accessibility of the infrastructure. This study contributes to designing effective strategies for accelerating energy transition in the residential sector.

Delegation and salary information disclosure strategies of customer acquisition and retention

Purpose The purpose of this study to improve the efficiency of customer acquisition and retention through the design of salary information disclosure mechanism. Design/methodology/approach This study develops a stylized game-theoretic model of delegating customer acquisition and retention, focusing on how firms choose delegation and wage information disclosure strategy. Findings The results confirm the necessity for enterprises to disclose salary information. When sales agents are risk neutral, firms should choose multi-agent (MA) delegation and disclose their wages. However, when agents are risk averse, firms may disclose the wages of acquisition agents or both agents in MA delegation, depending on the uncertainty of the retention market. Originality/value This paper contributes to the literature on delegation of customer acquisition and retention and demonstrates that salary disclosure can be used as a supplement to the incentive mechanism.

The Impacts of Ethical Sales Behaviour on Customer Loyalty in the Life Insurance Industry in Pakistan

The life insurance industry in Pakistan is highly competitive, with customer loyalty playing a crucial role in long-term success. Ethical sales behaviour emerges as a key differentiator, potentially fostering trust and driving positive customer experiences. This research investigates the relationship among ethical sales behaviour, customer trust in company and trust in sales agent, which directly affect customer loyalty in the life insurance industry. The quantitative survey targets customers of five major life insurance companies, ensuring a representative sample across diverse demographics. The questionnaires were sent to all companies customer on a random basis. The questionnaires are distributed with the help of office employee of the companies.The finding of the study shows that there is a direct and positive relation between sales agent ethical sales behaviour and customer loyalty. Furthermore, the trust of the customer in the sales agent and trust of the customer in a company has direct positive mutual relation and customer trust both affect customer loyalty. By demonstrating the tangible benefits of ethical sales behaviour, the study can encourage companies to implement and prioritize ethical practices. The identified key drivers of customer loyalty can guide training programs and performance evaluations for insurance agents, ultimately fostering a culture of ethical conduct within the industry.

Strategic Response Practices and Performance of Maersk Logistic Company in Mombasa County, Kenya

Organizations need to embrace agile and precise strategies to swiftly respond to dynamic market conditions, referred to as strategic response practices. Organizations must be able to change and thrive in a constantly evolving marketplace while maintaining competitiveness and sustainable growth through these practices. The aim of this research was to figure out how the strategic response practices in Maersk Kenya, a logistics firm, impact its performance. The research methodology was based on theories such as Stakeholder Management Theory, Schumpeter's Theory of Innovation, Competitive Advantage Theory of Michael Porter, Strategic Choice Theory, and Balance Scorecard Theory. To meet the study goals, the study made use of a descriptive research design and then set a specific target. The sample population of 112 respondents comprising of senior managers, middle managers, customer experience agents, sales agents, customs officers as well as port authority officers. A total of 54 individuals was selected as the sample size, which accounts for 48 % of the entire population. The research tool was tested in a pilot study to ensure its efficacy and reliability. The sample was one-tenth the size of the original. This research study applied a method of sampling known as stratified sampling and made use of both secondary and primary sources of data. We gathered primary data by administering a structured questionnaire that included a 5-point Likert scale. The survey was designed with limited options, requiring the participant to choose one out of five available choices. Both qualitative and quantitative methods was utilized to analyse the data. The quantitative approach involved calculating percentages, frequencies, means, and standard deviations. On the other hand, the qualitative approach involved conducting content analysis. Correlation analysis and regression analysis was to figure out the existing correlations between strategic response methods and performance. Correlation analysis found a statistically significant association between performance and stakeholder involvement, innovation, and differentiation strategies, as well as logistics considerations. The study recommended that there was need for organization to develop methods or ways to consistently evaluates and improves its logistics network to ensure optimal performance and customer satisfaction.

Money first? Strategic and economic interests in the international arms trade network, 1920–1936

AbstractArms transfers result from economic and political motives, with the latter often dominating the former. While this is accepted knowledge for the post‐World War II period, it seems not to apply earlier. Much existing research argues that in the interwar years, weapons were traded as purely commercial goods because governments had neither the ability nor willingness to control and direct arms transfers. We reassess this idea and argue that, while formal control was largely absent, governments could steer weapons shipments nonetheless because arms producers depended on them as main customers, sales agents, and financiers of their export business. Anecdotal evidence suggests that governments actively used this influence. To test whether interwar arms transfers were the result of political or commercial interests, we use newly collected, historical data on the small arms trade and inferential network analysis methods. Our results suggest that although economic drivers existed throughout the interwar period, political considerations were especially influential when international relations were hostile at the start and end of the period. This research contributes to our understanding of international economic relations between the world wars and of the drivers of arms transfers across time.

Drivers of industrial sales performance in the agent-buyer chat channel: The role of social and functional content, message valence, and synchronicity

With retailers increasingly taking an omnichannel approach to customer engagement, the online chat has become a strategic communication platform for salesperson-organizational buyer interactions. In this research, we explore chat messages between sales agents and organizational buyers to identify which attributes are more likely to increase sales outcomes (B2B segment). Drawing from social response theory and media synchronicity theory, we develop hypotheses to understand how message content (social versus functional), message valence (positive versus negative), and message progression (synchronicity, or time between responses, and response proportion, or ratio of words typed for salesperson-buyer interactions) influence sales revenue, sales frequency, and sales conversion rates. We test this phenomenon within an auto-manufacturing firm over 714 days, where 19,817 chat conversations yielded 3433 sales. The results show that social content increased sales revenue and sales conversion rates while functional content influenced frequency. Positive message valence influenced all three outcomes while negative valence increased conversion rates. Finally, shorter response times and replies were shown to positively influence organizational buyer purchase behavior. These findings offer implications for sales organizations utilizing live sales agents in their chat platforms and present avenues for future research in this domain.

Social inclusive approach by developing women entrepreneurship

Abstract: Nestlé Pakistan is a subsidiary of Swiss multinational company Nestlé. The company is known for its quality food products throughout the world. It commits to help shape a better and healthier world and inspire people to live healthier lives. Nestlé Pakistan shares the Nestlé Global’s three overarching ambitions for 2030 to achieve the United Nations Sustainable Development Goals by helping 50 million children live healthier lives, help to improve 30 million livelihoods in communities directly connected to its business activities and strive for zero environmental impact in its operations. Nestlé also have a global commitment towards 100% recyclable or reusable plastic by 2025. This exploratory case study looks into the ethical practices under which Nestlé contributes to the social cause in Pakistan. Rural women’s enrolment as sales agents for Nestle products initiative under its CSV (Community Shared Values) project starts with the Nutrition, Health and Wellness (NHW) awareness of women in rural setting of Punjab Province. The program was designed with two objectives, mainly: a) Better livelihood for financially disadvantaged women and their families and b) Demand generation of Nestle products in deep rural areas of Pakistan. This case has been written in the context of UNGC’s ten principles of ethical businesses. This case informs the reader the innovative business development with social initiatives by extending Nestlé International’s legacy of socially responsible business with a focus at enterprising rural women of Pakistan.

Conceptual Model for Retail Distribution in Nanostores: The case of the Southwest of Barranquilla, Colombia

This article designs a conceptual model for the procurement and distribution processes in nanostores in the southwest of Barran-quilla, Colombia considering 256 nanostores. The data collection involved identifying the nanostores through a visit to the area and creating a data collection instrument with specific questions covering various variables. As a result of the model, the procurement process comprises stages such as ordering, order processing, preparation and dispatch, distribution, payment, return, and after-sales. The findings show that nanostores primarily use indirect distribution channels, establishing relationships with suppliers and placing orders directly or through sales agents. Based on the research findings, the article suggests implementing digital marketing platforms to facilitate order placement and delivery for nanostore owners, reducing their transportation costs and improving the condition of products received. This study contributes to understanding procurement and distribution dynamics in nanostores, providing valuable insights for nanostore owners, policymakers, and researchers, improving the operations and competitiveness of nanostores, benefiting both the local economy and the broader retail sector.

Motivation and Work Engagement of Preneed Life Insurance Sales Agents in Davao City

This study aimed to determine the relationship between motivation and work engagement. The objectives of the study include ascertaining the significant relationship that exists between motivation and work engagement among life insurance agents and identifying which domain of motivation best influences the work engagement of preneed life insurance agents. The study used quantitative, non-experimental research design where adapted survey questionnaires were used as the instrument. The study used simple random sampling technique in selecting the 400 preneed life insurance sales agents from identified life insurance companies in Davao City. Data collected were analysed using mean, Pearson r and regression. The findings of the study reveal that the level of motivation and work engagement among respondents was high. Similarly, the study found out that motivation is significantly correlated with work engagement. The result implies that insurance agents tend to improve and increase their work engagement when motivated, otherwise detached. Further, the researcher has established identified regulation as the best influence of work engagement.

Another reason of discount: Better sales agent should be awarded by lower wholesale price

Another reason of discount: Better sales agent should be awarded by lower wholesale price

Measuring Supply Chain Performance for Khanh Hoa Sanest Soft Drink Joint Stock Company: An Application of the Supply Chain Operations Reference (SCOR) Model

As Khanh Hoa Sanest Soft Drink Joint Stock Company attempts to satisfy consumer requirements and maintain market share in the salangane nest industry, it is important to monitor the efficiency of its supply chain (SC). This paper identified metrics to evaluate the firm’s SC performance, using secondary data from firm records, primary data from a survey of 200 sales agents, and the Supply Chain Operations Reference (SCOR) model. Production records revealed a manufacturing lead time of 11 days and a production time of 24 h plus 7 days for refrigeration and observation. Order fulfillment delivery times ranged from 13 to 16 days. About 86.0 percent of customers rated the product as good or very good, and 60.5 percent claimed benefits from consuming the product. SC management costs of goods sold were 75.27% of total costs, while production cost was 41.99% of total costs. Total assets increased 16.6% from 2019 to 2021, but profits declined by 32.9% for the same period, while return on assets fell 42.4%. To maintain a competitive advantage, the company should apply information technology to improve SC performance. The results showed that the SCOR model is appropriate for evaluating the performance of this firm and similar business enterprises.

Optimal sales strategies for an omni-channel manufacturer in livestreaming demonstration trends

In practice, online livestreaming demonstration and in-store demonstration services for product sales have experienced rapid development. In response to consumers’ cross-channel access to product demonstration and showrooming behavior of purchasing products at the lowest price via each channel, manufacturers increasingly offer consumers more comprehensive product demonstration services by establishing an omni-channel market. Considering this emerging trend, this paper analyzes the optimal sales strategies for the livestreaming demonstration modes and the pricing strategies for an omni-channel manufacturer. Additionally, this paper further digs into the manufacturer’s dilemma under the influence of omni-channel retailing and consumer showrooming behavior when adopting livestreaming demonstrations. Initially, we consider a scenario where a manufacturer sells a product through the omni-channel, demonstrating its products in the offline store and hiring an online shopping influencer as the sales agent for the livestreaming demonstration. Subsequently, three modes are examined: non-livestreaming mode, basic livestreaming mode, and time-limited livestreaming mode. Through game theory modeling, we compare each mode’s optimal pricing strategies and analyze the omni-channel manufacturer’s preference for livestreaming demonstration modes and the influencing factors. The results indicate that while livestreaming demonstrations enhance consumers’ product valuation, the manufacturer cannot always achieve higher profits through the livestreaming demonstration. Besides, the time-limited promotion measures of the livestreaming mode are not always beneficial to the manufacturer. Furthermore, the impact of the livestreaming demonstration effort level of the sales agent, the browsing cost of different channels, and the impact of the livestreaming demonstration on product suitability are analyzed.

Exploring the Potential of Metaverse Platforms in Real Estate Transactions

COVID-19 has posed significant challenges to face-to-face sales of apartments and requires innovative solutions. In order to solve this problem, this paper proposes a model of a metaverse apartment sales promotion system. The proposed system utilizes the Zep metaverse platform to provide customers with virtual model houses and comprehensive real estate information. It provides various views, including satellite maps and 360° video, allowing customers to remotely explore the location of their apartments. Customers can explore the interior of the apartment via avatar, access 2D drawings and immersive 360° 3D videos. In addition, detailed sales conditions can be conveniently checked through a YouTube link, and customer convenience has been enhanced through online consultation with a sales agent. The proposed system aims to enhance the apartment buying and selling process by providing an immersive and convenient metaverse experience.

Price Delegation with Learning Agents

Many firms delegate pricing decisions to sales agents that directly interact with customers. A premise behind this practice is that sales agents can gather informative signals about the customer’s valuation for the good of interest. The information acquired through this interaction with the customer can then be used to make better pricing decisions. We study the underlying principal-agent problem that arises in such situations. In this setting, the agent can exert costly effort to learn a customer’s valuation and then decide on the price to quote to the customer, whereas the firm needs to offer a contract to the agent to induce its desired joint learning and pricing behavior. We analyze two versions of this problem: a base model where there is a single customer and a single good, and a generalization where there are multiple customers and limited inventory of the good. For both problems, we find a family of contracts whose payoffs can approach first-best payoffs arbitrarily closely even if the agent has limited liability, that is, garners nonnegative payments in all states of the world, and shed light on the structure and implementation of such contracts. Under reasonable assumptions, these contracts can be implemented with commissions that are convex increasing in revenues up to some cap. These contracts continue to perform well under practical adjustments such as commissions with a revenue-sharing structure. This paper was accepted by Itai Ashlagi, revenue management and market analytics. Supplemental Material: The e-companion and data are available at https://doi.org/10.1287/mnsc.2023.4939 .

Optimal contract design in mobile service industry considering network congestion

In this paper, we study how to design the optimal contract in the mobile service industry, which has two main features. First, both the mobile service provider and the sales agent can generate profit from the customers, and the service revenue is mainly generated by the service provider. Second, the congestion effect arises when the total usage exceeds the threshold and hence customer satisfaction decreases. Therefore, it is important for the service provider to ask how to attract new customers and motivate the agent properly. Drawing inspiration from the practices observed in the mobile service industry, we develop a theoretical framework that considers a mobile service chain which involves a service provider selling various types of SIM cards through a sales agent, operating under a revenue sharing contract that specifies the distribution of revenues between the two parties. Comparing the equilibrium outcomes of this novel revenue sharing contract with those of the traditional wholesale price contract, we demonstrate that the mutual benefits can be derived from the novel revenue sharing contract. Our proposed contract design can facilitate the supply chain coordination and yield Pareto Improvement. To further substantiate our findings, we conduct an empirical experiment using the real-world data obtained from a prominent mobile service firm. The results reveal that our novel contract design can enhance the total profits of the mobile service chain by a noteworthy 21.47%. Our findings provide guidelines for practitioners in the mobile service industry on designing optimal contracts and incentivizing the supply chain members.