Sales Staff Research Articles

Assessing Chinese Tourists’ Satisfaction with their Shopping Experiences in Bangkok Metropolis

ABSTRACTThis research aimed to assess the Chinese tourists with their shopping experience in Bangkok applying the Importance-Performance Analysis to find out which shopping aspects the tourists are satisfied with and which need immediate attention. The research results indicated that top 5 popular shopping items were food items, cosmetics and medicine, clothing and accessories, clothes, and artwork or souvenirs. The findings revealed that the Chinese tourists were satisfied with 6 aspects of shopping: (1) Friendliness of sales staff, (2) Honesty of sales staff, (3) Service quality, (4) Variety of goods, (5) Quality of goods, and (6) Cultural representation of goods. However, there are 4 aspects that need immediate attention to (1) Reasonable price, (2) Money exchange problem, (3) Shopping information, and (4) Not crowding venues. With regard to the tourists’ concern, more than half of them commented on the problem of language communication, followed by the problem of transportation and access to shops, prices of merchandise and payment method, products, and staff service quality. They also gave suggestions for improvement, which included improving the language skill of salespeople, providing more shopping information, reasonable pricing of merchandise, improving sales technique, attitudes and ethics to taxi drivers, improving transportation, improving payment method, product quality, and amenities.

Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking

Abstract This study focuses on the impact of empowering leadership and challenges work environment on both sale employee’s creativity and innovative work behavior in the Vietnamese banking industry. An empirical test, a structural equation model comprising a sample of 319 sale employees in 15 banks, indicates a strong relationship between sales staff creativity and innovative work behavior. Moreover, the findings indicate that both an empowering leadership and a challenging work environment can trigger sale employees’ creativity. Finally, innovative work behavior has a positive impact on innovative output. In general, this study contributes with some suggestions for bank managers to identify appropriate methods in order to stimulate the creativity and innovative work behavior of employees with the objective of achieving strong and sustainable business performance.

Research on the Reasons and Countermeasures of Telephone Sales Staff Demission Based on ERG Theory

In the increasingly fierce competition in the modern society, human resources are the primary resources, the development of any industry and company depends on the contribution of people, but the fast-growing development of telephone sales industry has been plagued by high demission rate. On the basis of previous studies, this article combines the demission feedback dates of an Internet marketing company's telephone sales staff, trying to start from the ERG theory for further analysis on reasons of leaving and put forward corresponding countermeasures. Which aiming to help companies to retain talents and achieve the common development of employees and companies. Keywords: demission; ERG theory; countermeasures DOI : 10.7176/EJBM/11-18-22 Publication date :June 30 th 2019

RETAILERS’ SATISFACTION WITH PROCTER AND GAMBLE BRANDS DISTRIBUTION POLICY ATTUAN VIET CO.,LTD., HUE BRANCH

Abstract: This study assessetailers’ satisfaction with Procter and Gamble (P&G) brands distribution policy at Tuan Viet Co.,Ltd., Hue Branch concerning the supply of goods, sales policy, information forcustomers, facilities and equipment support, personal relationships, and sales staffs. On the basis ofthe factor analysis method and the ENTER method for regression analysis, the study shows that the factor "Sales policy" ha the greatest impact on retailers’ satisfaction. The study also provides possible solutions to improve retailers’ satisfaction with Tuan Viet company's P&G brands distribution policy. Especially, the study emphasizesseveral issues that Tuan Viet should address, including promoting market surveys to have appropriate distribution policies and basis for appropriate proposals to the producers, and recruiting and training sales staff carefully. In addition to professional skills, it is necessary to pay more attention toestablishingrelationships with clients and navigating sales staffs to work for the company. The company needs to improve its warehousing system,while goods need to be better stocked. Furthermore, the lack of propercoordination between the salesmen and the delivery staffs should be tackled thoroughly. Eventually, the company should set appropriate working principles to avoid conflicts, disunity, and work inefficiency.Keywords: retailer, satisfaction, distribution policy

The effects of consumption values and relational benefits on smartphone brand switching behavior

Purpose The purpose of this paper is to develop a conceptual model for smartphone brand switching behavior, based on the consumption value theory (functional value, emotional value, social value and epistemic value) and the cognition affect behavior (CAB) model. Two paths – product consumption values and retail service relational benefits – were considered as the cognitive elements to predict brand commitment (affect) and smartphone brand switching behavior. In addition, switching cost was used to measure the moderating effect on the relationship between brand commitment and smartphone brand switching behavior. Design/methodology/approach This research examined whether product consumption value and cognitive benefits related to retail services will enhance brand commitment and then further decrease smartphone brand switching behavior. Switching cost was predicted as a moderator in the model. An investigation of consumers who own a particular brand of smartphone (e.g. the top five smartphone brands: Samsung, Apple, HTC, Sony and Asus) was conducted, and 565 valid responses were collected for the structural equation modeling analysis. Findings The results demonstrated that emotional value, social value, epistemic value and confidence benefits increased consumer brand commitment and predicted less smartphone brand switching behavior. In addition, switching cost played a significant moderator role in the relationship between brand commitment and brand switching behavior. Practical implications A multiple cognitive paths design, with a consumption values aspect and a relational benefits aspect, can elaborate consumer perceptions of product values and service benefits simultaneously, which can lead to a better understanding of the whole picture of the brand services and the key reasons why consumers commit to a brand. Administrators of brand vendors are suggested to improve product innovation and the professionalism of sales services in order to facilitate consumer consumption values, increase their degree of confidence in members of sales staff and, in the meantime, help these administrators gain an understanding of the real reasons for brand switching so as to provide solutions leading to the maintenance of consumer brand commitment through products or services. This is, in turn, likely to increase continued usage intention and reduce the possibility of brand switching. Originality/value This study extended the consumption value theory and the CAB model to show that product consumption value and cognitive benefits related to retail services can enhance brand commitment and further decrease smartphone brand switching behavior. The results indicated that brand retailer managers should regularly conduct activities to connect with their customers to induce consumption values and relational benefits and, consequently, increase brand commitment and prevent customer switching behavior.

Investigating the Practices and Challenges for Turfgrass Breeders and Distributors

An online survey was conducted to investigate the current practices of and challenges for turfgrass breeders and turfgrass seed distributors (or sales staff) in the United States. We found that turfgrass seed breeders rated producers/growers and consumers as more important parties compared with other interested parties. However, variations in ratings were found for breeders/distributors according to different program characteristics. The volume of seed sales of the species was the most highly rated technical consideration for both breeders and distributors. Compared with distributors, breeders considered the following technical factors more important than others: funding, labor, field trial performance, diversity in working priorities, availability of germplasms, scheduling, and staff training. Costs, followed by resource allocation and resource availability, were rated as the most challenging factors when breeders were implementing priorities. Our findings provide important insight regarding breeding and distribution practices and management in the turfgrass industry.

The ways of making work effectiveness calculations of the trade enterprises

The article deals with the factors affecting labor productivity change in commercial enterprises and ways to calculate them. The methods of determining the impact of factors such as the impact of changes in labor productivity on sales staff, the contribution of employees engaged in trade, the level of staffing of current assets, the level of their current assets availability, the availability of staff resources, and the use of theoretical and practical information. As a result of the analysis, the ways of management decisions are also explained.

Impact of Service Quality of Cosmetic Road Shop Male Sales Staff on Purchase Intention

Impact of Service Quality of Cosmetic Road Shop Male Sales Staff on Purchase Intention

Features of communicative competence of specialists in sales of educational organization services

The article contains the results of research of features of communicative competence of specialists in sales of services of the educational organization. The paper describes the concept of communicative competence, its main components (motivational, personal, cognitive, behavioral), briefly describes the criteria for the formation of communicative competence, the mechanisms of its development. The results of the analysis of communicative competence of employees who are engaged in the promotion of services within educational institutions are presented: the methods of psychodiagnosis that were used in the course of work are described and the results of the study are summarized. The work also reflects the results of evaluating the level of efficiency in the work of employees in the sphere of sales of educational services, which allowed to identify three groups of employees with high, medium and low efficiency in work. The results of the study confirmed that the effectiveness of sales staff is associated with the level of development of communicative competence.

Using Data to Uncover Operational Inefficiency

On October 8, 2015, Glenn Peterson, President of Primo Flight Parts, Inc. (PFP), faced an important deadline: In one week, he needed to finalize his 2016 proposed budget so that supporting materials could be assembled and sent to the Board of Directors in advance of its October 23 meeting, when (he hoped) the budget would be approved. Peterson had been through this process many times since becoming president of the company in 2008. About a month before, Peterson had received a puzzling 2016 Request for Personnel from VP of Sales Henry Gallagher. Peterson felt that Gallagher had always run a tight ship and was a strong contributor. Certainly, in the past five years, Gallagher’s department had hit its sales targets. With a projected 30% increase in sales for 2019, it was not surprising that Gallagher would ask for additional staff. However, Peterson was shocked to see a request for a 40% staff increase. “Why do we need 40% more people to generate 30% more sales?” Peterson asked himself at the time. To help him sort out this quandary, Peterson had called a consulting firm that had recently done helpful work in another part of the company. That firm, The Dorsey Group (TDG), was able to swiftly form a team to analyze PFP’s Sales department and had just reported on the findings from its three-week engagement. With that discussion fresh in his mind, he had to decide from among several options for the 2019 Sales staff: Approve Gallagher’s staffing request; follow TDG’s recommendation that no new personnel be hired; or approve a number between Gallagher’s request and TDG’s recommendation. Thanks to TDG’s work, Peterson now had the information he needed to make an evidence-based decision; but what was the right thing to do?

ВЗАЄМОДІЯ З КЛІЄНТАМИ В КОНТЕКСТІ АКТИВІЗАЦІЇ ПРОДАЖУ ТОВАРІВ У СИСТЕМІ ДИСТРИБУЦІЇ

Introduction. In the conditions of transformation of market relations, deepening of processes of globalization and European integration, increase of scale of economic turnover is complication of functions of sphere of commodity circulation. In this regard, the scientific search for the creation of effective mechanisms and systems of promotion of goods from the sphere of production to the sphere of consumption is intensified. Special attention should be paid to the approaches to the formation of the mechanism of activation of sale of goods in distribution systems with the coordinated participation of its participants. The attitude of a person to work is created under the influence of external and internal factors. The employee, being involved in the production process, obeys its rules and laws inherent in the production environment. On the other hand, he, as an and relatively autonomous agent of the enterprise, makes independent decisions, selects alternative lines of behavior. The most effective labor return from an employee can be expected only if the conditions for unidirectionality, coincidence of the goals and objectives of the enterprise of a certain branch with the personal goals of the employee are created. The purpose of this article is to identify the basics of customer engagement in the context of increased sales of goods at distribution system enterprises. Results. The article discusses the basics of activating the sale of goods in the distribution system. Certain requirements for interaction with clients in the context of activation of sales of goods are proposed: directions, principles, components. Directions of interaction with clients are formed, which are based on the following stages: preparation of preparation of meeting, coordination of meeting, sale, service and development. Identified external and internal motivators that help ensure the effective activity of employees and the enterprise. The directions of development of the advanced training system have been formed, which will contribute to the professional and intellectual development of the staff, the expansion of his erudition and the circle of communication, creativity and creativity, formation of leadership qualities. Originality. The process of interaction with customers in the context of activation of sales of goods in the distribution system in this article is considered comprehensively, taking into account the following: the mechanism of merchandising in the context of activation of sales of goods in the distribution system, properties of the distribution system, features of actions of sales staff when applying the method of active sales, with customers, an organization of work, an effective system of motivation and training. Conclusion. Thus, on the basis of the stated opinions, we have grounded directions of interaction with customers, determined the peculiarities of actions of sales personnel, formed the system of work organization, identified internal and external factors of material and moral incentives for effective work, formed the main directions of development of the training system in the context of sales activation goods in the distribution system, which will promote both the competitiveness of staff and the competitiveness of enterprises operating in the distribution system.

Czynniki motywacji personelu sprzedażowego w małych i średnich przedsiębiorstwach

W artykule zaprezentowane i omówione zostały czynniki motywacji personelu sprzedażowego. Podstawowa teza artykułu skoncentrowana została na omówieniu instrumentów wykorzystanych przez kadrę menadżerską do konstruowania systemu motywacji. Celem artykułu jest identyfikacja instrumentów motywacji stosowanych w przedsiębiorstwach z uwzględnieniem kryterium wielkości oraz segmentu rynku i rodzaju klientów. Zidentyfikowane zależności mogą mieć istotny wpływ na przyszły kształt i charakter tworzonych systemów motywacyjnych, ze szczególnym uwzględnieniem roli personelu sprzedażowego, działającego w bezpośrednim kontakcie z klientami.W autorskich badaniach, dotyczących zarządzania relacjami z klientem, przeprowadzonych metodą CATI wśród małych i średnich przedsiębiorstw w województwie opolskim, podjęte zostały m.in. zagadnienia związane z funkcjonowaniem personelu sprzedażowego odpowiedzialnego za współpracę z kapitałem klientów w tych przedsiębiorstwach.Na podstawie wyników przeprowadzonej kwerendy literaturowej, doświadczeń płynących ze współpracy z przedsiębiorstwami regionu oraz autorskich badań dot. zarządzania relacjami z kapitałem klienckim w sektorze MŚP, opracowane zostały rekomendacje dotyczące działań mających na celu kreowanie zaangażowania personelu sprzedażowego.

THE FATE OF MARKETING LOGISTICS IN THE CONDITIONS OF THE 4.0. REVOLUTION

<jats:p>The products of human inginuity of the Fourth Industrial Revolution provide the opportunity for those already fortunate enough to enjoy the advantages of previous Industrial Revolutions to shape, not only the design of new technologies, but also agile forms of management and extraordinary benefits that can fundamentally transform the way people live, work, communicate and relate to each other. More powerful technologies dramatically modify not only traditional production models, but also conventional ways of „delivery service” and distribution of the value. The implementation of the latest technological advances, primarily in the form of RFID technology, which is designed to provide continuous communication and „refresh” data in the entire supply chain in real-time, will result in raising the quality of logistics services to a higher level while simultaneously significantly rationalizing and controlling costs. There is a growing trend in increased use of robotic manipulators and RFID-based smart shelves and smart factories, and retail stores without sales staff which eliminate the need to read and pay for products at cash registers are on the horizon. The revolutionary changes in marketing logistics are conditioned by the emergence and increasing use of multidimensional, so-called 3D printing that has the potential to initiate a trend towards approaching consumption production, which would significantly modify the current role of marketing logistics in the entire supply-chain. New technologies have not changed the essential role of marketing logistics, but the establishment of consistency in the physical movement of goods has evolved over time to the level of science-fiction. Logically, we impose the question of the fate of marketing logistics in the conditions of the 4.0. Revolution, as well as a much more serious question of the future of Man in the event that the humanoid machines made „in the image of man”, insensitive to the destiny of mankind, „master” the World.</jats:p>

Трудовая мотивация персонала отдела продаж, удовлетворенность трудом и их связь с организационной культурой

Publication presents results of the study of the certain characteristics of work motivation of the sales managers with different levels of job satisfaction and connection of the various types of work motives with indicators of job satisfaction and typological features in the organization culture. Study proves differences in the structure of work motivation among managers of the trade organization with high, medium and low levels of job satisfaction. It has been established that managers of trade organizations with high level of job satisfaction evaluate motives of professional growth and capacity building as more important. In organizations with low job satisfaction, staff is motivated by social security. The revealed interrelations of the parameters of work motivation and job satisfaction indicate the presence of a certain hierarchy of work motives. It was proved that the market culture in its natural way reflects the essence of any sales department as the organization unit, which causes employees to focus on their career. The findings confirm that the level of work motivation of sales staff is associated with the type of organizational culture. The interrelations between parameters of work motivation and job satisfaction show existence of certain work motives hierarchy and necessity to take it into account for system of support employee satisfaction.

Деловая игра как инструмент привлечения персонала в организациях розничной торговли

The article is devoted to the problems of attracting personnel to vacancies of mass positions in the companies of the retail sphere of activity. In particular, the results of the research of the practice of attracting sales and service office specialists in the largest retail of mobile communications, whose management faced problems of high staff turnover and insufficient staffing, are presented. The study showed that the reason for these negative phenomena lies in the sources used to attract staff, namely: traditional job-resources do not create a sufficient flow of candidates so that the financial costs of many of them are not appropriate. On the basis of the survey of sales staff the authors developed a number of recommendations of practical importance: a portrait of the real applicant of the company, identified alternative sources of attracting the target audience of candidates. As the main development, the scenario of business game for participation in career events in various educational institutions is proposed. It will allow to distinguish retail from similar companies-employers, presented at the job fair, as well as to assess the potential employees according to the required competencies in practice, which is impossible to do in the framework of interviews of the traditional format. The implementation of this development requires minimal financial costs and can be carried out in any telecommunication organizations in the retail sector.

The impact of relational and functional customer-centered of sales force on the success of new product development (Intervention variables: Transformational Leadership, Interdependence with Sales Unit, Customer Behaviorism)

The purpose of this study is to investigate the impact of functional and relational customer-centered on the success of the product development process in pharmaceutical companies in Tehran province. Research hypotheses include the positive and significant effect of functional and relational customer-centered on seller’s creativity, seller’s creativity on new product development, transformational leadership intervention of sales director in the relationship between functional customer-centered and seller’s creativity, intervention of interdependence with sales unit in the relationship between relational customer-centered and seller’s creativity, intervention of customer behaviorism in the relationship between seller’s creativity and positive points of new product, intervention of positive points of new product in the relationship between seller’s creativity and new product development and the introduction of new product of sales force in the relationship between seller’s creativity and new product development. The research method is descriptive and the research population includes sales staff in pharmaceutical companies in Tehran province, with 1020 people. The sample size is determined 279 people by the Cochran method. Sampling is done randomly and two researcher-made questionnaires are used as a research tool. The reliability of the questionnaire is measured using the Cronbach’s Alpha coefficient, which is more than 0.70 in each of the questionnaires of customer-centered and the success of the product development process. Providing structural model is done using PLS software. The results indicate that the functional customer-oriented variable does not affect the seller’s creativity, and its impact, despite the intervention of the transformational leadership variable, will still not be significant.

PERFORMANCE OF SALES PERSON IN A SMARTPHONE MARKET IN TURKEY

Smartphone market is growing very quickly with embedding new technologies. Many global and local brands are entering aggressively to Turkish market. In Turkey, there are different channels for this business; technology superstores’, telecom retailer and mix retail channel. Mainly 3 technology chains have around 200 important shops. Telecom retail channel has around 8.000 shops with different operators and different owners which needs long-term investment, Mix channel also has around 11.000 independent stores which needs high field force investment to contact with all independent dealers. We may say that technology superstores seems more suitable for fast growing brands, Because technology superstore channel has only 200 stores with high capacity which can be controllable more easily.All brands are looking for a way to raise their sales and make the correct sales activities to be able to compete in the competitive smartphone market. Due to sales person is one of the key points that faces the consumer in the shops and ends the sales, companies positioning sales person (promoters) in technology chain stores. Additional to positioning sales person, companies provide sales promotions to sales person as tool to increase sales performance. We may list sales promotions as; price discount, bundle gift, marketing activities -to attract customer to stores- sales person bonus incentive, in store marketing material and activities. Sales person is the first point that facing with consumer in the retail store. Furthermore we believe sales person’s opinion is very valuable while defining sales actions for the companies in smartphone market. In this study, survey is executed with sales persons (sales staff, promoter) to find out sales person idea to improve sales performance and budget allocation about shop’s sales activities. We believe this study will guide and help smartphone companies for planning their sales promotion & activities and sales budget allocation.

UNASCO: exploring the market for sustainable business

Subject area Growth strategies, marketing strategy, resources-based value theory, alliance network model, logistic and supply chain. Study level/applicability This case can be used in undergraduate and graduate classes as well as development programmes for managers in small to medium-size enterprises. The case suits courses in business, strategy, marketing and freight forwarding. Case overview Union National Air, Land and Sea Shipping Co (LLC) (UNASCO) is a small to medium-sized freight forwarding company based in the United Arab Emirates (UAE). It has three offices, two in Dubai and one in Abu Dhabi. UNASCO handles commercial imports/exports from/to many destinations, including Europe, Asia, the USA, India, the Far East, Gulf Cooperation Council (GCC), the Middle East (ME) and Africa. UNASCO has been in business for more than 35 years and has run the business smoothly. Recently, the company has faced several internal and external challenges that impact business performance. These challenges are high operating expenses, stiff competition and low market demand. Due to these challenges, the sales staff is being pressured to generate more income to ensure that the company is not experiencing a loss. Now, UNASCO is uncertain how to sustain the business. Expected learning outcomes The learning outcomes are as follows: to learn about the freight forwarding industry, the competitive landscape and the challenges surrounding it; to enable the participant to generate a list of strengths, weaknesses, opportunities and threats (SWOT) for UNASCO and to gain skill at using SWOT analysis; to increase the participant’s ability to evaluate a situation and effectively communicate remedies about it both in writing and verbally; to enable the participant to analyse a problem using the Fishbone Diagram cause and effect tool; to enable the participant to use the Six Thinking Hats technique to make more reliable and sounder decisions; to gain skill at using Porters Five Forces tool, understand the competitiveness of UNASCO’s business environment, and identify the potential for business growth; and to gain skills at developing a marketing strategy using the 4Ps model. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes. Subject code CSS 11: Strategy.

MEASUREMENT OF ETHICS IN BUSINESS CONDUCT OF BANKS: DOUBLE APPROACH // MJERENJE ETIČNOSTI U POSLOVNOM PONAŠANJU BANAKA: DVOJNI PRISTUP

The ethics in bank’s business is a combination of policies and practices that can be used to satisfy the interests of different stakeholders. The paper analyzes the banks’ business ethics in Bosnia and Herzegovina by identifying the level of trust between clients and banks. For the purpose, we used a dual approach measuring the application of general bank’s ethics principles, principles of respect for human rights, sales and principles of using and sharing information. The aim of the paper is to examine and evaluate the application of the principle of bank’s business ethics and to compare the attitudes of different groups of respondents. We begins with the hypothesis that there are no significant differences in the attitudes of clients and bank employees on the application of the banking ethics principles in establishing and maintaining business relationships with clients. For the purpose and using structured questionnaire, we conducted primary research on two samples of respondents, clients and employees. The collected data were tested using a two-tailed ‘z-score’ test. The results indicate the significant statistical differences in the attitudes of testing two normally distributed samples. Promotion of business ethics in order to align client and employee r equirements in B&H banks is recommended for two levels of capacity development: the development a system for generating initial ideas by sales staff capable to recognize client needs and improving the cRM system in B&H banks.

Factors influencing functional food and food supplement consumption

Functional foods and food supplements are two of the major classes of nutraceuticals or food-related products that have health benefits, such as improving health and prevention and treatment of disease. The aim of this present study is to introduce the main factors influencing functional food consumptions as well as food supplement consumption, searching for the answers to the following research questions: (1) What factors affect functional food and food supplement consumption and to what extent? (2) What is the most authentic source of information in customers’ decision making? Results of secondary and primary researches suggest that the most important factors in decision making are: experience in earlier consumption, nutrients, quality and price. Food supplements are complex products and therefore, it is difficult for consumers to check the quality of these products at point of purchase; thus food-safety is a major issue for customers when buying food supplements. It can also be concluded that the availability and reliability of the source of information can greatly determine customer’s decision making. The most authentic source of information according to customers’ opinion were the following: health care professionals, sales staff and health-related articles. These variables should be taken into account for marketers and businesses when considering product development or improving communication on nutritional and health benefits of functional food and food supplements.