Sales Staff Research Articles

Customer Loyalty Appraisal Based on Store Characteristics: An Alternative Approach

The universal goal of competitive retail business is to gain loyal customers. As the number of stores in the same market area is increasing, each store competes to attract customers to its outlets. The present study makes an attempt to identify factors which can correctly categorize loyal and disloyal customers of the store and to derive a statistical equation which can predict the loyal and disloyal customers of the store. Furthermore, the study identifies decisive factors which need attention to convert disloyal customers into loyal customers. The results indicate that selected factors (merchandize, frequency of sales promotion, ambience, proximity, price, quality of sales staff, and service) have the capability of predicting group membership, that is, loyal or disloyal. Furthermore, the analysis revealed that there is a significant difference in perception of the two groups about all the selected factors except merchandize quality. In addition, the statistical model arrived in the research paper is able to classify customers correctly to the extent of 81.6%. Among the decisive factors, price factor needs top most attention for the store followed by service and others. This research can be used as a guideline to identify loyal and disloyal customers of the store and to improve overall store performance by increasing the customer loyalty base.

Design and Implementation of the Automobile Network Marketing Management System

This paper builds an automobile network marketing management system, this system can help enterprises to realize informationization, improve work efficiency. Through the analysis of the principles of establishing system, system architecture design and implementation, and the test proved that this system reduced the workload of the sales staff, and the management of working pressure. At last it reaches the expected design purpose.

The relationships among consumers’ ethical ideology, risk aversion and ethically-based distrust of online retailers and the moderating role of consumers’ need for personal interaction

Consumer distrust is only recently beginning to be perceived as an important e-commerce issue and, unlike online trust, the nature and role of distrust is much less established. This study examines the influence of two important consumer characteristics (ethical ideology and risk aversion) on consumer's ethically-based distrust of online retailers. Also, the moderating role of consumer's need for personal contact with sales staff is tested. Results from 409 online consumers confirm that both relativist-based ethical ideology and risk aversion are strongly and positively related to consumers' distrust. Interestingly, our findings show that positive effects of relativism and risk aversion on consumer's distrust are moderated by consumers' need for personal interaction, which is more pronounced for those consumers with a high need for personal interaction with retail salespeople.

The factorial and construct validity of the Japanese Burnout Scale among service workers

Two studies were conducted to examine the factorial and construct validity of the Japanese Burnout Scale which was designed to measure hypothesized aspects of the burnout syndrome among public service workers in a variety of samples. The sample in study 1 consisted of 389 public service workers, 350 non-public service workers, and 3,410 non-service workers. Exploratory factor analysis confirmed a hypothesized three-factor structure for both public and non-public service workers, which was confirmed by confirmatory factor analysis. The sample in study 2 consisted of the following car dealer employees: 349 sales staff, 152 engineering staff, and 288 clerical staff. Exploratory factor analysis confirmed a hypothesized three-factor structure only in the sales staff group, which was confirmed by confirmatory factor analysis. Moreover, the construct validity of the scale was supported by the job demand-control model (Karasek, 1979). The Japanese Burnout Scale may serve as a useful measure of burnout syndrome among service workers in future research.

Personality - its impact on impulse buying behaviour among the retail customers in Kochin city

The proliferance of organised retail in the form of malls & brand outlets has brought in a sea change in the shopping habits of Indian customers, who considers this as an entertainment. This trend was accentuated with the buying capacity of customers. This has led to the rapid increase in impulse buying behaviour. Majority of the customers are deciding their purchases inside the store due to in store stimuli, availability of credit cards and the influence of the sales staff or the fellow customers and sometimes because of customer's personality traits. This study investigates on the influence of /relations between the impulse buying on different personality traits among the retail customers in Kochin city. Big Five Personality test has been used as an instrument to reveal the relationship between these two factors.

Benchmarking sales staffing efficiency in dealerships using extended data envelopment analysis

This study presents an approach to benchmark dealer performance in a business-to-business setting through a rigorous efficiency analysis of sales staff allocation. Using a series of basic and extended data envelopment analysis (DEA) models on data collected from a survey of self-reported financial and statistical information, this research assesses dealer efficiency and compares the efficiency scores to traditional financial benchmarking. Findings support the minimization of outsourcing services that are customer interactive and highly specific to a transaction to differentiate the dealer from its competition. Integrating the results from DEA models, manufacturers obtain a comprehensive view of allocating sales staff to increase dealer efficiency and generating a complementary approach to traditional financial ratio benchmarking in determining best practices to other dealers.

Commodifying Passion

What does it mean to love one's job? This article argues that for an understanding of power and agency in the labour market, particularly in the service and retail industry, passion needs to be given more consideration. Building on ethnographic observations and interviews with sales assistants and store managers within fashion retailing, the reasons for employees to perform ‘aesthetic labour’ are examined. Aesthetic labour generally refers to work practices in which workers are expected to conform to particular corporate aesthetics, management ideals or brand identities. The article argues that embodied work practices must be related to workers’ own motivations. The purpose is to examine why so many people working as sales staff in the field of fashion retail claim to ‘love’ their work and why ‘passion’ is considered so important? The findings of this work are that employees are driven by emotions and affects and that aesthetic labour relies on ‘the commodification of passion’. Workers dressed and talked the way they did because they identified affectively with the self-organizing principles of these retail fields. Passion made sense to the interviewees because it gave meaning to being a working subject on the neo-liberal labour market.

Save your Baby, Save Ten Percent: National Baby Week, The Infants' Department, and the Modern Pregnant Woman, 1905-1925

This article examines how merchants created separate infants' departments in stores and promoted events such as National Baby Week. Retailers took part in molding the expectations attached to the purchase of baby goods, but they relied on the medical profession to help. Department stores and other retailers invited physicians to lecture on prenatal care, hired nurses to advise prospective mothers, and trained sales staff in the latest medical advice and findings. Medical professionals and retailers worked together to educate the expectant mother as to her responsibilities as a patient and as a consumer. However, retailers also began to suggest that the consumer role was an important indicator of a woman's future role as mother, claiming that when she visited her favorite department store, the modern pregnant woman publicly demonstrated her readiness for motherhood.

The Status and Characteristics of Traditional Medicine Markets in Dali Prefecture

The Dali Prefecture,where Bai,Han and Tibetan ethnic groups are found,is located on the Ancient Tea- Horse Road. Trade in tea and medicinal materials,dating back to ancient times,remain important in local markets that serve as centers for exchange of goods and also as cultural centers for the three ethnic groups. With the rapid e- conomic development of China and the influence of western medicine,the traditional markets in the region,and therefore the trade and culture that focuses on medicinal materials,could be under threat. It is important,therefore, to document the characteristics of traditional medicine markets while they still operate. We have conducted an ethno- botanical investigation involving the study of medicinal materials traded in three important traditional markets in Da- li. We found that traditional medicine exchange is still an important component of the Bai,Han and Tibetan culture, and that traditional knowledge about medicinal plants differs between these ethnic groups. The three groups have dif- ferent ways of distributing sales staff and in dealing with different medicinal plants. The multiethnic exchange and di-versity of customs in markets illustrate the mutual needs of the three groups and reflect the importance of exchange markets in traditional medicine practised in the area.

The impact of mood on customer behavior: Staff mood and environmental factors

This review looks at the effect of staff/server mood on customer/client mood and various outcome behaviours such as such as product and service evaluation. It also looks at the role of other stimulus factors such as scent, sound and light on customer affect and cognitions and thence the effects on purchase behaviours. Based on the service-profit chain model, this review considers the scattered research which empirically demonstrates the impact of staff mood upon customer mood and behaviour. The review then goes on to discuss the various ways in which a customer's mood influences their buying behaviour, as well as considering why and when this occurs. Other physical factors that influence customer mood are also considered. Implications for the management of sales staff and sales environments are considered.

Performance Management Tools

Training & Incentives: The two most powerful performance management tools that have been implemented at Rosenthal Automotive Group are elaborate training sessions and provision for adequate incentives to the sales staff. While there are several other parameters that are important to measure the performance of employees, Rosenthal Automotive Group’s Mr. Zaplavskiy believes that by conducting scheduled training sessions on regular basis and by providing incentives, motivation of employees at the organization has been at an all time high.

Non-prescription medicines for pain and fever—A comparison of recommendations and counseling from staff in pharmacy and general sales stores

ObjectivesThe purpose of this study is to map and analyze the content and quality of the encounter when customers buy non-prescription medicines for pain and fever. Methods297 pharmacies and 801 general sales stores (GSS) in Sweden were selected. A “Mystery shopper” exercise was conducted. Three scenarios were used and a total of 366 units were selected for each scenario. There were in total 625 observers: 208 in the child with fever scenario, 225 in the Reliv scenario, and 192 in the painkiller during pregnancy scenario. Data collection: 21st September to 20th November 2011. ResultsIn two out of three visits to GSS, the staff proposed a medicine for a heavily pregnant woman. The staff suggested in 9% of the visits a medicine that is inappropriate in late pregnancy. The corresponding percentage in pharmacies was 1%.Both pharmacies and GSS proposed, in 6% a medicine that is inappropriate for babies to a feverish child. Only 16% of the pharmacists and 14% of the staff in GSS asked for the age of the child.General sales staff recommended in 10% ibuprofen and in 4% an acetylsalicylic acid product when an acetaminophen preparation was requested. The corresponding percentage in the pharmacy were 4% ibuprofen, 2% diclofenac, and 1% an acetylsalicylic acid product. ConclusionsThe staff in GSS and pharmacies do not pay sufficient attention to the heterogeneity of painkillers, which lead to inappropriate recommendations.

Bridging the Energy Efficiency Gap: A Field Experiment on Lifetime Energy Costs and Household Appliances

Providing consumers with information that can lead to more energy-efficient choices can help reduce energy use and greenhouse gas emissions while reducing costs to consumers. A natural field experiment is conducted in collaboration with an electrical retailer to test strategies for influencing sales of household appliances. The experiment involves two product categories, fridge-freezers and tumble driers. Information on lifetime energy cost of appliances is provided through a label and training of sales staff. For fridge-freezers, the authors find no significant effects. For tumble driers, the combined treatment and training treatment reduce average energy use of tumble driers sold by 4.9% and 3.4%, respectively. The effect is strongest initially, over 12% on average for the first 3 months for the combined treatment but declines over time. The effect is significant at the 5% level for the combined treatment while not significant for sales staff training.

Establishment Of A Strategic Total Direct Mail Model To Bring Customers Into Auto Dealerships

This paper uses statistical science and mathematical programming to develop a strategic Total Direct Mail Model TDMM with the aim of bringing more customers into auto dealerships. The core systems used in the model are (1) a customer purchase data analysis system to increase dealer visits, (2) a DM content optimization system to target customer preferences, (3) a system for strategically determining who should be sent direct mail based on who actually visits the dealership, and (4) a DM promotion system for sales staff to increase market share. These four systems are integrated and strategically applied to promote dealer visits. The authors then apply this model at an actual auto dealership, where they are able to successfully increase dealer visits.

Not too many but also not too few

PurposeThe purpose of this paper is to explore the theoretical mechanisms that underlie the negative effects of low customer density on shoppers' emotions and behavioural responses in retail settings.Design/methodology/approachThis study uses three different qualitative techniques to explore the research question: semi‐structured interviews, shopping with consumers, and focus groups.FindingsThree major issues contribute to unfavorable consumer responses to low customer density levels in retail stores: exposure to undesired social influence from sales personnel; loss of social cues and evaluation criteria; and lack of social stimulation.Practical implicationsThe findings of this research assist store managers to resolve the problems associated with low customer density in retail stores. For example, the results suggest that the negative effects of low customer density can be mitigated by providing appropriate training for sales staff as well as by actively communicating the quality, price level, and image of the store.Originality/valueEmpirical evidence shows that the effects of customer density on shopper outcomes follow an inverted U‐shaped trend. Previous research has focused on explaining the negative consequences of high customer density, while the explanatory mechanisms for the negative effects of low customer density remain largely unclear. This research partially fills this gap in the literature by identifying the psychological processes that account for the negative effects of low customer density.

Identifying factors affecting consumers purchase incidence at retail trade shows

The purpose of this article is to examine variables influencing purchase incidences at retail trade shows. To this end, retailer and consumer related antecedent variables are proposed. The retailer related variables are represented by store environmental cues of sales staff services, store atmosphere and product assortment. The consumer related variables are represented by impulse buying tendency and perceived time pressure. Drawing on relevant literature, hypotheses are developed to link each of these variables to purchase incidence. Data were collected using questionnaire from shoppers (N=95) at a large retail trade show. The hypotheses were tested using partial least square path modeling. The findings indicate that consumers’ favorable evaluation of retailers’ sales staff services, store atmosphere and product assortment led to more purchase incidences. The findings about the consumer related variables indicate that impulse buying tendency led to more purchase incidences whereas perceived time pressure led to fewer purchase incidences. Drawing on these results, several implications for practice and research are suggested.

Laser Cutting Technology — A Commercial Perspective

AbstractSince the advent of commercial fibre and disk laser cutting machines there has been a lot of controversy about the performance of these devices – particularly in comparison to their more established CO2 counterparts. In the early days the sales staff promoting fibre technology would often declare that the new lasers would completely take over from CO2 technology very quickly – but this has not happened. Even taking into account the entrenched position of the older technology, fibre and disk lasers have not been as widely accepted as was predicted, although they have been proven to outperform CO2 lasers in certain important areas.This article presents a discussion of the advantages and disadvantages of both types of cutting technology from a commercial point of view – written from the perspective of a laser cutting jobshop owner trying to decide between buying a fibre or CO2 laser cutting machine.

The EOQ model – A dynamical system

The paper deals with an inventory model to determine the retailer’s optimal order quantity for similar products. It is assumed that the amount of display space is limited and the demand of the products depends on the display stock level and the initiatives of sales staff where more stock of one product makes a negative impression of the another product. Also, the replenishment rates depend on the level of stocks of the items. The objective of the model is to maximize the profit function by trading off inventory costs, purchasing costs, cost of the effort of sales staff considering the effect of inflation and time value of money by Pontryagin’s Maximal Principles. The stability analysis of the concerned dynamical system has been analyzed. The sensitivity analysis of a suitable example is also carried out.

A Case Study on the Business Model of Chloé

Abstract Luxury fashion companies are today part of a dynamic and fast growing industry. The competition of international market shares is tough, and only the fittest survive. There are three large luxury groups in the world: LVMH, PPR and Richemont. Chloe is a French luxury fashion company belonging to Richemont, since being acquired by the group in 1985. Chloe was founded in 1952 by a Parisian claiming that the contemporary fashion was too stiff and formal. Her name was Gaby Aghion and she opted for changes and started to design garments which she called “luxury ready-to-wear”. This became a huge success in the market and other fashion houses followed her. The house reached its first peak in the 1970s with Karl Lagerfeld at the designer helm and later on in the 2000s with Phoebe Philo as the chief designer. A business model is defined by three basic components; value creation, value architecture and revenue model. Osterwalder and Pigneur (2009) extend these three components into a nine point business mo...

Training and coaching boost performance of sales staff at B&Q

PurposeThe purpose of this paper is to describe a Model of Excellence™ that has helped to improve the performance of sales staff at retailing giant B&Q, among other organizations.Design/methodology/approachThe paper explains the background to the Model of Excellence™ and some of the results it has achieved.FindingsThere are three levels of influence of the Model of Excellence™ – explicit standards, consistency and sustainability. The paper reveals how the Continue & Begin™ fast‐coaching model for on‐the‐spot coaching of sales employees and their colleagues is being used by many of the world's leading automotive and retail operators to reinforce sales training.Practical implicationsThe paper shows that the fast‐coaching approach is ideal for use when observing sales behaviors in situ as well as being a proven method for making the most of mystery‐shop video footage or telephone‐call recordings.Originality/valueThe paper highlights the importance of creating an explicit set of standards (the sales process) that people can relate to, that they believe could be achievable, that they can incorporate into their daily lives, and training sales staff to deliver them.