Salesperson Effectiveness Research Articles

Is Full Bright Smile a Positive Factor for Higher WTP?: Evidence from a Cross-Cultural Study on the Integrated Effects of Salesperson’s Non-verbal Behavior

This study examined the extent to which culture and familiarity with a shopping situation moderate the impact of a salesperson’s smile intensity on consumer decisions. Koreans, Indonesians, and Filipinos and Malaysians were recruited to represent low, mid, and high power distances, respectively. Participants were randomly assigned to one of two scenarios which asked to imagine shopping for a cosmetic product and being approached by a salesperson who either had a full smile and proactive service or had a limited smile and passively promoted sales. As predicted, the intentions to stay at the shop, purchase recommended items, and pay extra money for shopping were higher among the Korean participants when imagining a salesperson with a full smile. The Indonesians, in contrast, were more willing to pay extra money for shopping when approached by a salesperson with a limited smile. Implications for cross-cultural scholars and marketing practitioners are also discussed.

A trusted B2B relationship quality in the Asian market: effects of salespeople's attributes

A trusted B2B relationship quality in the Asian market: effects of salespeople's attributes

판매 성공 상황에서 판매원의 판매 참여 행위가 고객지향성에 미치는 영향

판매 성공 상황에서 판매원의 판매 참여 행위가 고객지향성에 미치는 영향

Personal selling and the marketing of industrial products in Nigeria

This study centered on personal selling and the marketing of industrial products. It sought to determine the effects of salesperson's product presentation of products, knowledge of products, relationship with customers, and follow-up efforts on the marketing of industrial products in Nigeria. The study adopted cross-sectional survey research design. Using a structured questionnaire, the study obtained primary data from 278 employees of an industrial product manufacturer in Cross River State, Nigeria. With the aid of descriptive statistics, the data obtained from respondents were analyzed, while multiple linear regression was applied for hypotheses testing. The findings of the study revealed that salesperson's product presentation of products, knowledge of products, relationship with customers, and follow-up efforts had significant positive effects on the marketing of industrial products in Nigeria. Based on the findings made, the following recommendations, among others, were suggested: Salespersons in industrial marketing companies should consistently be trained in interpersonal and presentation skills in order to equip them to confidently and persuasive communicate key details of products to customers and close sales successfully; manufacturers and dealers of industrial products should improve the product knowledge of their salespeople; and marketers of industrial products can further enhance their effectiveness by assigning specialized salespeople to periodically follow up with customers in order to encourage repeat patronage.

Dynamic and global drivers of salesperson effectiveness

Dynamic and global drivers of salesperson effectiveness

THE ROLE OF TRUST AS MEDIATION ON SALESPERSON’S EXPERTISE TO REPURCHASE INTENTION

This study focuses on the role of salesperson in increasing repurchase intention. The purpose of this study is to analyze the direct effect of salesperson’s expertise on repurchase intention and its indirect influence through trust. The sample of this study is 140 customers of bank who have received special services from the salesperson and have some minimum deposit selected using probability sampling. The result of this study indicates that salesperson’s expertise has a significant effect on trust and repurchase intention. Trust acts as a partial mediator in the influence of salesperson’s expertise on repurchase intention, bit it acts as a complete mediator in the influence of salesperson’s likeability on repurchase intention.

EFFECT OF SALESPERSON’S SERVICE BEHAVIOUR ON SALES PERFORMANCE IN THE B2B CONTEXT IN NIGERIA

In today’s competitive business environment, many salespersons appear to struggle in meeting sales targets and build long-term, profitable business relationships with customers. This paper examined the effect of salesperson’s service behaviour on sales performance in Henkel-Egil Limited, South-East, Nigeria. Four specific objectives and hypotheses guided this paper. A survey research design was employed and the sample size was 324 salespersons in the organization. The Census method was used in sampling respondents and the major instrument of data collection was a structured questionnaire. Data were analyzed using descriptive statistics such as frequencies, percentages, mean score, Likert scale, and Pearson Product Moment Correlation, which helped test hypotheses. Findings revealed that there is a positive but weak relationship between diligence and sales performance. It also indicated that information communication has a significant effect on sales performance. Results also showed a positive correlation between sportsmanship and sales performance. Again, it was observed that empathy has a significant effect on significantly sales performance. This paper concluded that without diligence, information communication, sportsmanship, and empathy, salespersons might be performing below average until adequate consideration is given to these important service behaviors. It recommended among others, that as firms begin to recognize the importance of salespersons’ role in not just closing sales but also providing service to customers, it is important periodic training is given to them as to increase their service orientation and sales performance. Managers should emphasize both service excellence and sales targets during recruitment, training, design of reward systems, and promotion decisions.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0202/a.php" alt="Hit counter" /></p>

The impact of business-to-business salespeople’s social media use on value co-creation and cross/up-selling: the role of social capital

PurposeThis study aims to develop and test a process model of the effect of social media use by business-to-business (B2B) salespeople on their value cocreation and cross/upselling performance. Adopting a research acquisition perspective, the authors claim that salesperson’s social media use is critical for generating social capital – an operant resource characterized by superior market knowledge, reputation and networking – which, in turn, directly and synergistically enhances value cocreation and cross/upselling outcomes.Design/methodology/approachA model is developed based on extant sales research on salesperson’s social media use and social capital theory. Data from B2B salespeople is analyzed using structural equation modeling to test the proposed hypotheses.FindingsThe results demonstrate that salespeople’s social media use enhances their social capital with support for direct effects on market knowledge and reputation, and indirect effect on networking. The results also show that the three aspects of social capital drive value cocreation, which enhances cross/upselling performance. Post hoc analysis shows the indirect effects of salesperson’s social media use as well as the interconnected effects of the aspects of social capital on value cocreation.Practical implicationsThe study indicates that salespeople should be encouraged to use social media as a means for enhancing market knowledge and reputation, which can then be leveraged to build networking skills. Providing training to salespeople and coaching them on how to build their social capital is essential if organizations need to capitalize on novel ways to improve the value cocreation performance of their sales teams.Originality/valueThis study demonstrates how salespeople’s social media use can enhance their social capital, which, in turn, is critical for value cocreation and cross/upselling performance. The proposed framework opens opportunities for future studies to examine the role of salesperson social capital and value cocreation in B2B exchanges.

What Drives Salespeople's Performance? the Role of Organizational Attributes and the Moderating Effect of Experience

The mobile telecommunications services industry has a high level of instability as a result of shifting market conditions, persistent market problems, and changing market demand. As a result, marketers need to take their customers' preferences into account.
 With these considerations in mind, the goal of this study is to determine how the characteristics associated with the mobile communication services industry are presented to salesperson performance and how this influences sales personnel. Primary and secondary data sources were used in the investigation. In this study, we used a structured questionnaire, with 1 indicating strongly disagree and 5 indicating strongly agree. The data was analysed using both inferential and descriptive statistics. In Bangladesh, where the characteristics of mobile service providers are well documented, speculative data on elements influencing salespeople's performance was used. Structural Equation Modeling was utilised to identify impact factors connected to salesperson performance. Data was collected from active salesmen using a convenient sampling method. According to this study, just two parameters, external motivation and salespeople's political abilities, have a significant effect on predicting salespeople's effectiveness in mobile telecommunications in Bangladesh. As a result, business executives should take more initiative to improve their enterprises' performance, as this would benefit both salespeople and their organisations.

Managing differential effects of salespersons’ regulatory foci–a dual process model of dominant and supplemental pathways

Managing differential effects of salespersons’ regulatory foci–a dual process model of dominant and supplemental pathways

기업의 판매역량이 성과에 미치는 영향: 영업사원의 기업에 대한 가치관 일치와 영업사원의 행동을 중심으로

Salespeople are responsible for forming, maintaining, and developing relationships with customers, and have a direct impact on corporate performance. Therefore, managing salespeople effectively is very important, and values congruence of salespeople and companies is becoming important among management measures. It influences the behavior of salespeople by immersing themselves in companies and making efforts for the job, where the values congruence between the company and the salesperson. In this study, a combination of the effects of salesperson and entity value matching on salesperson

Measuring the Effectiveness of Salespeople: Evidence from a Cold Drinks Market

Measuring the Effectiveness of Salespeople: Evidence from a Cold Drinks Market

The Effects of Salesperson’s Resilience and Social Capital on Work Engagement and Adaptive Selling Behavior: Focused on Job Demands-Resources Theory

The Effects of Salesperson’s Resilience and Social Capital on Work Engagement and Adaptive Selling Behavior: Focused on Job Demands-Resources Theory

Evaluation of salespeople by the purchasing function: implications for the evolving role of salespeople

As the focus on the effectiveness of salespeople has increased, we concentrate on the fact that selling involves broad sets of actors and investigate the approaches and behaviors of salespeople from the perspective of the purchasing agent to develop a deeper theoretical understanding of the effectiveness of salesperson strategies. Our focus is on the purchasing function that is increasingly involved in the buying process, and we examine a central research question—how does the purchasing function view salespeople’s strategies and behaviors? We describe the results of in-depth interviews with 35 purchasing executives that focused on how the purchasing function views salespeople’s strategies and behaviors. The findings suggest that salespeople, in general, do not focus enough on the needs of the purchasing function. Salespeople are not meeting the purchasing function needs, and purchase-centered sales strategies may need to be developed. These findings have theoretical and managerial implications and offer directions for future research in this area.

Salesperson communication effectiveness in a digital sales interaction

B2B buyers are exhibiting an increased preference to transact digitally with vendors. A topic which has yet to receive sufficient academic attention in this modern selling environment is salesperson communication effectiveness. Accordingly, this article: 1) defines digital sales interactions (DSIs) as technology-enabled, face-to-face buyer-seller exchanges; 2) proposes a typology of DSIs to set the stage to examine salesperson communication effectiveness; 3) introduces a framework that reifies the sender's auditory and visual cues that can influence receivers' thoughts (i.e., cognition, affect, intention) and activity (i.e., purchase behavior, advocacy); 4) suggests theoretical lenses that can illuminate various aspects of the salesperson's communication barrage; 5) advances how machine learning can be applied to understand what constitutes effective communication in a digital interaction by asking: to what extent does what a salesperson says (auditory cues) and how s/he says it (visual cues) impact her/his effectiveness in a DSI?; and 6) concludes by noting promising future research directions for B2B marketing researchers.

Internal selling: Antecedents and the importance of networking ability in converting internal selling behavior into salesperson performance

This study focuses on an intraorganizational sales resource-coordination behavior of salespeople, i.e., internal selling. Taking the organizational politics perspective, we define internal selling as a political behavior, in which salespeople intentionally use interpersonal influence attempts to secure needed resources to support external selling activities. Drawing on the job demands-resources model, we posit that internal selling is a job demand in the sales role, whereas networking ability serves as a job resource that equips salespeople to cope with this demand; thus, when internal selling behavior is coupled with a strong networking ability, sales performance is enhanced. We also examine salespeople’s access to sales resources and social status as antecedents of internal selling. This empirical study is among the first to investigate the antecedents of internal selling and the joint effect of internal selling and networking ability on salesperson effectiveness, thereby providing unique insights for both scholars and practitioners.

Relationship closeness paradox: contingency analysis in B2B sales

PurposeThis study aims to examine the positive and negative consequences of relationship closeness between salespersons and their business customers in a B2B sales context: sales performance and salesperson passive opportunism.Design/methodology/approachDrawing on the social exchange theory, the authors develop a conceptual model of positive and negative consequences of relationship closeness. The authors empirically test the model using matched survey data from 269 salesperson-sales supervisor dyads and individual sales performance ratings from one of the largest distribution and market expansion companies in Myanmar.FindingsResults provide evidence of positive (i.e. sales performance) and negative (i.e. salesperson passive opportunism) consequences of salesperson’s perceived relationship closeness. These relationships are, however, contingent on organization-level and employee-level factors. High extent of supervision enhances the effects of salesperson’s perceived relationship closeness on sales performance but attenuates its influence on salesperson passive opportunism. The effect of salesperson’s perceived relationship closeness on salesperson’s passive opportunism is stronger for salespersons with a promotion (vs prevention) focus.Research limitations/implicationsThe results offer guidelines to firms seeking to optimize the efficacy of close relationships between their salespersons and customers. For example, higher levels of supervision could increase the likelihood of positive outcomes of relationship closeness while minimizing its negative consequences.Originality/valueTo the best of the authors’ knowledge, this study is the first to demonstrate not only the benefits of relationship closeness between salespersons and customers but also its dark side: the relationship closeness paradox.

The Effect of Salesperson's Adaptive Selling Tactics on Shopping Value, Commitment, and Product Satisfaction - Focused on Small and Medium Enterprises’ product -

The purpose of this study is to investigate the effect of salesperson's adaptive selling tactics on consumers who purchase Small and Medium Enterprises’ product with the help of salespeople in the store. Specifically, we examine whether salesperson's adaptive selling tactics affect consumers hedonic shopping value and utilitarian shopping value. Furthermore, we try to figure out the effect of shopping value on the salesperson relationship commitment and consumer product satisfaction. The subjects of this study have surveyed the consumers with experience in purchasing SME‘s products through salespeople in the Gyeongnam area. As data process, SPSS 21.0 was used as the analysis tool and AMOS 21.0 was used to analyze the structural equation model. The implications of these findings are as follows. First, the salesperson's role has a positive effect on the consumer's product satisfaction. Second, it can be suggested that the salesperson's adaptive selling tactics are an important variable affecting the consumer's shopping value. Third, the results on the consumers who have hedonic shopping value have a strong positive influence rather than the consumers who have the utilitarian shopping value. The adaptive selling tactics of the salesperson should be encouraged to increase sales performance. In order to generate more performance in a competitive market environment, it is necessary to continuously strive to increase contact between the salesperson and the consumer in order to improve the quality of the relationship.

The effect of salesperson’s expertise and salesperson’s likeability through trust mediation (Case study of PT. Bank Negara Indonesia (Persero) Tbk. Brawijaya Malang)

This study focuses on the role of salesperson in increasing<br />repurchase intention through trust that formed between salesperson<br />and customers. The purpose of this study is to determine the effect<br />of salesperson's expertise and salesperson's likeability on trust and<br />repurchase intention. The sample of this study was BNI Brawijaya<br />Malang's customers who received special services from the<br />salesperson (personal banking assistant - PBA) and had a minimum<br />deposit of IDR 500,000,000, - The sample in this study was included<br />in the purposive sampling category and amounted to 140 people.<br />Data analysis through Partial Least Square (PLS) with version 3.0<br />smartPLS. The results of this study indicate that salesperson's<br />expertise has a significant effect on trust and repurchase intention,<br />salesperson's likeability has a significant effect on trust but is not<br />significant in repurchase intention. Trust acts as a partial mediation<br />on the influence of salesperson's expertise on repurchase intention,<br />but acts as a complete mediation on the influence of salesperson's<br />likeability on repurchase intention.

Dynamic effects of newcomer salespersons' peer relational exchanges and structures on performance

This article explores the impact of key salesperson-to-salesperson relationship characteristics on the success of salespeople as they gain tenure in their firm. Focusing on newcomer salespeople and leveraging socialization theory, the authors investigate the influence of relational exchanges that salespeople engage in with their peers (unilateral and reciprocal exchanges) and their position in salesperson relational structures (teaming and spanning structures) on their objective sales performance over time. Integrating results from two studies, one that uses a longitudinal sample (three-year period) of salespeople from a single firm and another that relies on a sample of salespeople across three industries, the authors provide strong evidence for the differential roles of teaming and spanning structures on salesperson sales growth over time. Specifically, newcomer salespeople immediately benefit from being part of teaming structures, because these highly interconnected relational structures support individual socialization. As salespeople gain tenure, the effects of being part of teaming structures diminish, while being part of spanning structures becomes more beneficial. Moreover, spanning structures help newcomers offset the negative impact of teaming over their tenure. This study also isolates relational exchanges (unilateral and reciprocal) as precursors of teaming and spanning structures and identifies key contingencies of the effect of relational structures on performance.