Salesperson Effectiveness Research Articles

Effects of employee training on job satisfaction outcomes among sport ticket sellers

As the primary revenue generators for sports organisations, salespeople play a critical role in the sport industry. Research regarding salesperson effectiveness and well-being, however, is scant within the sport management literature, and little has been empirically investigated related to the salesperson's role in sport organisations. The purpose of this study is to examine the relationship between sales training on both job satisfaction and turnover intent measures among professional sellers within sport organisations. No significant differences were found between the amount of initial sales training received and measures of job satisfaction and intent to leave the organisation. Significant differences were found, however, on two measures of on-going sales training (amount and quality) with both job satisfaction and turnover intent. The findings suggest a relationship between training and occupational satisfaction, which has important managerial implications as sport sales positions traditionally have a high rate of job turnover.

The Effects of Salesperson’ Self-directed Career Management on Firm’s Marketing Competitiveness Advantage

The Effects of Salesperson’ Self-directed Career Management on Firm’s Marketing Competitiveness Advantage

Sales control and performance: Moderating effects of salesperson and supervisor characteristics

Sales control and performance: Moderating effects of salesperson and supervisor characteristics

The Effect of Salesperson's Big 5 Personality on Product Sales Type: The Mediating Effect of Job Satisfaction

The Effect of Salesperson's Big 5 Personality on Product Sales Type: The Mediating Effect of Job Satisfaction

Effects of Message Sidedness of Fashion Salespersons on Consumer Behavior -Focusing on the Mediating Effects of Salespersons' Trust and Cognitive Effort-

Message sidedness of fashion salespersons on consumer behavior with the consideration of the mediating roles of trust and cognitive efforts, and the moderation of a regulatory focus of consumers. Two scenarios were devised, a single message in which a salesperson explains only the advantages of a product to customers, and the second with a double message that explains both the advantages and drawbacks of the product. The results showed that participants trusted a fashion salesperson more and perceived stronger cognitive effort for two-sided messages. The two-sided messages mediated the consumer''s trust in the salesperson and cognitive effort, and influenced consumers'' buying behavior. This study also found that salesperson trust was stronger in the two-sided messages scenario than in the one-sided message scenario, regardless of consumers'' focused preference, and that it was more effective for promotion focus customers. The analysis of the results on consumers'' cognitive effort indicated that prevention focused customers did not exhibit any difference in cognitive effort concerning two-sided messages. However, promotion focused customers exhibited an increased cognitive effort in the two-sided message scenario than in the one-sided message scenario. Marketing implications were discussed based on the findings.

The Moderating Effects of Salesperson's Cultural Intelligence in Intercultural Sales Encounters

Purpose - Owing to economic development and rapid globalization, the number of people traveling abroad has increased dramatically in recent years. For...

Customer query handling in sales interactions

Using a novel approach with video-recordings of sales interactions, this study focuses on a dynamic analysis of salesperson effectiveness in handling customer queries. We conceptualize salesperson behaviors, namely, resolving, relating, and emoting, as separate elements of customer query handling and empirically identify the distinct verbal and nonverbal cues that salespeople use to display these behaviors during sales interactions. We draw from compensation effects in social cognition theory to propose that customers’ perceptions of a salesperson’s effectiveness are prone to trade-offs between competence (resolving behaviors) and warmth (relating and emoting behaviors). Results, robust to endogeneity corrections, support the proposed tradeoffs such that the effectiveness of salesperson’s resolving behavior is significantly curtailed, even neutralized, by the salesperson’s relating and emoting behaviors. We situate these counterintuitive results within the extant theory and research on sales interactions, and outline implications for practice.

제약영업사원의 성격특성이 고객지향성과 판매지향성 그리고 장·단기성과에 미치는 차별적 영향*

우리나라 의약품 생산액은 대략 17조원 규모로 전문의약품의 최종선택권은 일반 소비자가 아닌 처방의사에게 있기 때 문에 제약기업들은 일반소비자가 아닌 의사 또는 의료기관을 대상으로 마케팅을 시행하고 있다. 제약영업은 영업의 상당 부분이 인적판매에 의해 이루어지기 때문에 제약기업 입장에서는 영업사원의 역량관리가 매우 중요하다. 본 연구는 성격 -성과 모델(personality-performance model)을 바탕으로 제약영업사원의 개인성격이 고객지향성과 판매지향성과 제약기 업의 장·단기성과에 어떠한 영향을 미치는지 규명하였다. 국내에 영업거점을 둔 제약회사 영업사원 231명을 대상으로 한 설문결과, 성과예측의 어려움은 판매지향성에 정(+)의 영향을 미치는 것으로 나타났으며, 영업사원의 혁신성과 판매 유연성은 고객지향성에 정(+)의 영향을 미치는 것으로 나타났다. 또한 판매지향성은 장기성과에 비해 단기성과에 더 큰 영향을 미치는 것으로 나타났다. 추가적인 분석을 통해 판매지향성은 고객지향성에 비해 단기성과에 큰 영향을, 고객지 향성은 판매지향성에 비해 장기성과에 큰 영향을 미치는 것을 밝혀냈다. 이와 같은 연구결과를 바탕으로 연구의 시사점 과 한계점 향후연구방향을 제시하였다.

The Role of Affective Brand Commitment on Sales Effort

This research delineates the effects of salespeople’s affective brand commitment on their brand sales effort by proposing an integrated model incorporating the Theory of Planned Behavior (TPB) and the Motivation, Opportunity, and Ability (MOA) Theory. Using survey data collected from 136 field salespeople, the authors demonstrate that affective brand commitment not only positively influences sales effort, but also mediates the effects of salespeople’s attitude, self-efficacy, and intrinsic motivation on brand sales effort. The study also identifies an interesting three-way interaction effect of affective brand commitment, self-efficacy, and intrinsic motivation on sales effort. These results provide important implications for sales managers to develop appropriate sales force recruitment, sales training, and coaching strategies in order to improve sales performance.

The effects of salesperson's self-determination, shared value, and communication satisfaction on job satisfaction, organizational commitment, and turnover intention in fashion companies

The effects of salesperson's self-determination, shared value, and communication satisfaction on job satisfaction, organizational commitment, and turnover intention in fashion companies

The effect of salespersons' retail service quality and consumers' mood on impulse buying

This study uses an experiment with 102 Singaporean working adults to examine the effects of salespersons' retail service quality (SRSQ) and consumers' mood on impulse buying (IB) and store-revisit intentions. The results show that consumers receiving good SRSQ exhibit greater IB and store-revisit intentions than do those receiving poor SRSQ, and consumers in a positive mood show greater IB than do those in a negative mood. Mood fully mediates the effect of SRSQ on IB in terms of purchase quantity and partially/complementarily mediates the effect of SRSQ on IB in terms of purchase intentions and store-revisit intentions. This research offers insights into the affective and cognitive mechanisms of IB and store-revisit intentions in a specific retail context. The findings help retailers facilitate purchase behavior and improve customer satisfaction in services. Ethical consumption policies and practices could also incorporate the IB mechanism reported in this study. Future research opportunities are discussed.

The effects of salesperson's self-determination, shared value, and communication satisfaction on job satisfaction, organizational commitment, and turnover intention in fashion companies

The effects of salesperson's self-determination, shared value, and communication satisfaction on job satisfaction, organizational commitment, and turnover intention in fashion companies

Empathy, nonverbal immediacy, and salesperson performance: the mediating role of adaptive selling behavior

Purpose Previous studies that examined the role of empathy and nonverbal immediacy on business-to-business (B2B) salesperson performance is limited in scope and yielded inconclusive evidence. Grounded in Plank and Greene’s (1996) framework of salesperson effectiveness, this paper aims to empirically investigate the mediating role of adaptive selling behavior through which empathy and nonverbal immediacy influence sales force performance and the form of empathy (cognitive or affective) that has the most beneficial role in improving relationship (versus outcome) salesperson performance. Design/methodology/approach Using cross-sectional data that were collected from 422 pharmaceutical sales representatives, this study used structural equation modeling to test the hypothesized relationships. Findings Adaptive selling behavior mediates the effect of perspective taking empathy and empathic concern on relationship performance. However, the impact of empathy on outcome performance is not significant through adaptive selling behavior, but perspective taking empathy has a direct influence on outcome performance. Contrary to expectations, nonverbal immediacy is not mediated by adaptive selling behavior but has a direct and positive impact on relationship performance. Research limitations/implications The results of this study have several implications for recruitment, training and assessment of salespeople in a B2B context. Based on the empirical evidence, it is highlighted that firms may use different forms of empathy and nonverbal cues to promote adaptive selling behavior that impact sales force performance (i.e. outcome or relationship). Originality/value To the authors’ knowledge, this is the first study which simultaneously examines the mediating role of adaptive selling behavior in the relationship between three antecedent variables that relate to sales force empathy and nonverbal communication (i.e. perspective taking empathy, empathic concern and nonverbal immediacy) and two aspects of B2B sales performance (relationship and outcome).

Effects of Emotional Labor and Adaptive Selling Behavior on Job Performance

We examined the effects of salespersons' emotional labor strategies on adaptive selling behavior and individual job performance in the direct selling industry. Participants were 254 salespeople who completed measures of deep acting, surface acting, adaptive selling behavior, and job performance. The analysis results showed that salespersons' deep acting was positively related to adaptive selling behavior and job performance, whereas salespersons' surface acting was negatively related to adaptive selling behavior and job performance. In addition, adaptive selling behavior partially mediated the relationship between emotional labor strategies and job performance. These suggestions will allow human resource managers to select the right employees and prepare them to meet customers' varied requirements through using deep acting, demonstrating adaptive selling behavior, and minimizing the detrimental effect of surface acting as much as possible.

인적요소가 점포의 매출에 미치는 영향 : A자동차 판매점 사례를 중심으로

인적요소가 점포의 매출에 미치는 영향 : A자동차 판매점 사례를 중심으로

The Effects of Salespersons’ Job Insecurity on Customer Orientation: The Moderating Effect of Salesperson-Company Identification

The Effects of Salespersons’ Job Insecurity on Customer Orientation: The Moderating Effect of Salesperson-Company Identification

The Effect of Salesperson and Store Environment on Satisfaction with Cosmetic Purchasing - Comparison of Korean and Chinese Consumers-

The Effect of Salesperson and Store Environment on Satisfaction with Cosmetic Purchasing - Comparison of Korean and Chinese Consumers-

Boosting customer orientation through coaching: a Canadian study

Purpose – The purpose of this paper is to investigate to what extent bank manager's coaching, a managerial relationship behavior based on mutual trust, openness and quality of exchanges, affects front-line employee's performance through the mediating effect of salesperson's customer orientation. Design/methodology/approach – The paper conducted a non-experimental, cross-sectional study; a Canadian bank agreed to participate in the study and 122 financial advisors with sales responsibilities answered a web-based survey; data were analyzed using structural equation modelling. Findings – The paper found support for the hypotheses that managerial coaching behavior can help bank employees develop their customer orientation and increase their performance, as well as reduce opportunistic behavior (sales orientation). The paper found that the direct link between coaching and performance, plus the mediating effect of sales orientation and customer orientation (SOCO) can potentially explain a significant variation in employee's performance (r2=0.23). The paper also found that the hypothesized model provided better explanations of the phenomenon when compared with two rival models, one considering SOCO as a full mediator between coaching and performance, and the other one considering only the effect of coaching on performance. Originality/value – In the banking sector, practitioners and scholars are paying increased attention to the role of trust and relationship behaviors in the development of market orientation and customer relationships. The paper identified a key relationship behavior (customer orientation) and tests its impact as a mediator between a relationship managerial behavior (coaching) and business outcomes (performance) in an international banking setting (Canada).

Relationship development in selling: A cognitive analysis

Recent research has suggested that trust and relationship-building contribute to the effectiveness of salespeople. This paper reviews the literature on the cognitive selling paradigm and the influence of knowledge structures on the relationship-building process. Next, two recent studies (Anglin 1990; Szymanski 1987) which investigated knowledge, relationship development, and sales performance are reviewed. The findings from these studies imply that a fundamental difference may exist in the manner in which higher and lower performing salespeople perceive the selling process. Higher performers placed greater emphasis on establishing “trust” and also preferred to find out information about the prospect before reciprocating with information about themselves. Lower performers, on the other hand, preferred to disclose information about themselves before obtaining personal information about the prospect.

The Effects of Communication on Emotional Responses and Store Loyalty at Customer Contact - Focusing on the Moderating Effects of Salesperson's Attributes -

The Effects of Communication on Emotional Responses and Store Loyalty at Customer Contact - Focusing on the Moderating Effects of Salesperson's Attributes -