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Journal articles on the topic 'Salesperson-Customer interactions'
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Rocco, Richard A., and Alan J. Bush. "Exploring buyer-seller dyadic perceptions of technology and relationships." Journal of Research in Interactive Marketing 10, no. 1 (March 14, 2016): 17–32. http://dx.doi.org/10.1108/jrim-04-2015-0027.
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Purpose – This paper aims to understand an emerging paradigm for business-to-business selling, Sales 2.0, which connects various enabling technologies within leading sales processes to drive improved business and relational outcomes. In the context of Sales 2.0, this paper addresses the need for buyer–seller dyadic sales research in the literature and highlights the importance of understanding buyer and seller perspectives regarding technology expectations and relationship-building performance. Design/methodology/approach – This research utilizes a dyadic (salesperson–customer) data collection methodology, involving 74 matched salesperson and customer responses (37 dyads) to an online survey. Existing salesperson (self-report) measures of customer technology expectations and relationship-building performance with customers were utilized and adapted to provide dyadic measures to test for buyer–seller perceptual differences. Findings – The dyadic data analysis supports the presence of significant perceptual differences between the salesperson and their customer, respective of customer technology expectations and relationship-building performance measures. In particular, the analysis reveals bidirectional perceptual differences for the two measures, whereas the salesperson underestimates the importance of their customer’s technology expectations, but overestimates their relational performance relative to their customers. Originality/value – As technology continues to transform salesperson interactions with customers, the value of capturing a deeper understanding about those interactions increases. This study uses matched salesperson–customer dyads from a health-care sales organization to provide researchers and practitioners with insightful findings with respect to buyer–seller interactions and perceptual differences. Further, the research uniquely advances dyadic measures of customer technology expectations and relationship-building performance with customers to advance sales research in the context of Sales 2.0.
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Simintiras, Antonis C., and John W. Cadogan. "Behaviourism in the study of salesperson‐customer interactions." Management Decision 34, no. 6 (August 1996): 57–64. http://dx.doi.org/10.1108/00251749610121470.
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Echchakoui, Said. "Effect of salesperson personality on sales performance from the customer’s perspective." European Journal of Marketing 51, no. 9/10 (September 12, 2017): 1739–67. http://dx.doi.org/10.1108/ejm-03-2016-0147.
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Purpose Drawing on socioanalytic theory, this paper aims to explore whether a moderation mediation model can describe the mechanism linking salesperson social reputation (perceived stability and plasticity) and performance (customer share of wallet) in relationship marketing. The mediator is the salesperson’s overall equity, and the moderator is the salesperson-customer congruence. Design/methodology/approach A structured questionnaire was used to obtain data from 233 customers, served by 44 personal finance advisors at five banking agencies in Canada. Findings A multilevel approach showed that both perceived stability and perceived plasticity predict salesperson equity and performance. In addition, the empirical results indicated that the relationship between perceived stability and salesperson performance is partially mediated by salesperson overall equity. However, equity fully mediated the relationship between perceived plasticity and salesperson performance. Finally, the salesperson-customer congruence moderated the effect of both perceived stability and plastic on the salesperson overall equity. Research limitations/implications This research suggests that the moderation mediation model enables predicting the relationship between the perceived personality and performance. From a managerial perspective, the author encourages sales managers to pay attention to salespersons’ equity development as well as their performance. Notably, the author suggests that sales managers support and monitor salespeople with regard to improving their social status as well as their social popularity in their interactions with customers. Originality/value Previous research in sales force literature focuses on salespersons’ self-personality to predict sales performance. To the best of the author’s knowledge, this study is the first to show it is important to consider the perceived personality of a salesperson in predicting their performance. This study is also the first to introduce the salesperson reputation concept and its dimensions (perceived stability and plasticity).
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Rita, Rita. "Pengaruh Sales Call Anxiety (SCA) pada Kinerja Salespersons Asuransi Jiwa dengan Trait Negative Affectivity (Trait-Na)." Binus Business Review 3, no. 2 (November 30, 2012): 959. http://dx.doi.org/10.21512/bbr.v3i2.1367.
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This study empirically examines the effect of sales call anxiety (SCA) on salesperson performance, good performance in the form of sales volume and sales interactions. This study tested the hypothesis to identify early factors (antecedents) that may affect the sales call anxiety (SCA). Initial factors suspected as the cause of anxiety in sales interactions (SCA) are divided into two conditions, namely canvassing and closing condition. Canvassing consisted of meeting new people, customer with high social status, and being assertive, while the closing is a condition consisting of asking for commitment, and discussing performance with sales manager. The population in this study is all life insurance company salesperson in Palangkaraya. In this study, questionnaires were distributed to 200 people a life insurance salesperson, and then used as a sample is a total of 147 respondents who have a tendency to trait-NA. The sampling method used was purposive sampling. The analysis showed that when the salesperson must meet new customers, customers with a high social status, when they should be able to introduce himself and mission well (canvassing), when they should ask for customer commitments after several meetings and interviews with candidates customers, and when the salesperson must discuss the results of their performance with the sales manager (closing), causing anxiety for the salesperson, because when interacting with potential customers, they have a negative perception of the ability of self, negative perceptions of the mind customers in assessing their work when interacting, the emergence of physiological symptoms, and they take action "escape" of the situation, or the so-called protective action.
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Klein, Michel. "Emotional labor in a sales ecosystem: a salesperson-customer interactional framework." Journal of Business & Industrial Marketing 36, no. 4 (February 3, 2021): 666–85. http://dx.doi.org/10.1108/jbim-01-2020-0019.
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Purpose The concept of emotional labor refers to the management of emotions in interaction with customers. This study aims to suggest an integrative definition of emotional labor. It develops a conceptual framework that helps organize and synthesize key insights from the literature, in an interactional and multi-level perspective. Design/methodology/approach This integrated framework consists in a mapping of key research themes resulting from a systematic literature review, which includes research in sales and marketing. As critical affective processes in sales have not been studied sufficiently, both in business-to-business and business-to-customer selling, this review also incorporates works in other research fields. Findings Sales representatives’ emotional labor must be considered as a bi-directional interaction with the customer in a multi-level perspective. Moreover, emotional labor has rather negative consequences for the salesperson (e.g. burnout and job stress), but may have positive sales and customer outcomes. Findings suggest that the expression of genuine emotions should be used during sales interactions. In addition, organizations should prevent customers’ negative behaviors (e.g. mistreatment). Practical implications Emotional labor key practical implications with regard to several management functions such as the recruitment, performance management and training (Ashkanasy and Daus, 2002) of the sales representatives. Originality/value Research on emotional labor in a sales ecosystem is scarce. It has largely covered service industry employees in contact with customers, but has not paid enough attention to sales representatives (Mikeska et al., 2015). The proposed integrated framework concerning emotional labor focuses on the bi-directional interaction between the sales representatives and their customers.
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Wong, Amy, and Amrik Sohal. "Assessing customer‐salesperson interactions in a retail chain: differences between city and country retail districts." Marketing Intelligence & Planning 21, no. 5 (September 2003): 292–304. http://dx.doi.org/10.1108/02634500310490247.
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Ross, William T., and Diana C. Robertson. "Lying: The Impact of Decision Context." Business Ethics Quarterly 10, no. 2 (April 2000): 409–40. http://dx.doi.org/10.2307/3857884.
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Abstract:This study tests the usefulness of a person-situation interactionist framework in examining the willingness of a salesperson to lie to get an order. Using a survey of 389 salespersons, our results demonstrate that organizational relationships influence willingness to lie. Specifically, salespersons are less willing to lie to their own company than to their customer, than to a channel partner, and finally, than to a competitor firm. Furthermore, respondents from firms with a clear and positive ethical climate are less willing to lie. Finally, our study finds that interactions between personality factors, such as high Machiavellianism and high self-monitoring, and situational factors have an impact on willingness to lie. Our results suggest that firms can take steps to influence employee ethical behavior.
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Bailey, Ainsworth Anthony. "“Oh, stop! You flatter me”: ingratiation in retail settings." International Journal of Retail & Distribution Management 43, no. 9 (September 14, 2015): 895–915. http://dx.doi.org/10.1108/ijrdm-12-2014-0161.
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Purpose – Even though there has been anecdotal evidence regarding the use of ingratiation techniques in retail salesperson-shopper interactions, surprisingly, there has been limited research on the nature of these ingratiatory techniques and their impact on consumers’ perceptions and attitudes. The research reported here was conducted to determine the extent to which different ingratiation techniques that have been identified as techniques used in non-retailing domains are also used by retail salespersons in salesperson-shopper interactions. In addition, it sought to assess whether there are additional ingratiation techniques used by retail salespersons in salesperson-shopper interactions that have not been identified in existing ingratiation literature. The paper aims to discuss these issues. Design/methodology/approach – Two studies, drawing on research on ingratiation in other domains, were conducted in pursuit of realising the purpose. Study 1 was a survey involving a sample of 282 participants, which yielded 267 useable critical incident reports and 283 discrete examples of ingratiatory behaviours. Participants responded to various questions including a critical incident question. Cross-tabulations were, for the main part, used in assessing responses. A second survey involving 158 participants was undertaken as a verification study. This Study 2 yielded 144 useable responses. Findings – Based on a critical incident technique (CIT), other enhancement: compliment and praise was the ingratiation technique most frequently cited by participants in the first sample, with product-customer enhancement being second and favour-rendering third. The Study 2 confirmed other enhancement: compliment and praise and product-customer enhancement as the top two techniques. Four new categories of ingratiatory behaviours emerged in retail salesperson-shopper interactions, and many of the ingratiatory behaviours previously identified in non-retailing contexts also exist in this retailing context. Research limitations/implications – Both samples are US samples, and the method used was the CIT. Though the US samples are appropriate for this study, the study could be extended to other groups and across cultures, to see whether cultural differences in the use of, and consumer responses to, ingratiation techniques exist. The study also did not look at the retail salespeople’s perspectives regarding the use of these techniques. Hence further research should address dyadic interpretations of a single ingratiatory encounter; and efforts should also be made to assess how consumers respond to ingratiation in retailing. Practical implications – The studies result in a classification of the influence techniques used most often in retail settings in the USA. Retailers should be aware that customers may, therefore, expect certain kinds of influence tactics and may not respond in the same way when there is a departure from a “customary” influence tactic. Originality/value – Not much research has explored the different kinds of ingratiation techniques used in retail contexts; nor has the stream of research sought to categorise them.
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Hall, Zachary R., Michael Ahearne, and Harish Sujan. "The Importance of Starting Right: The Influence of Accurate Intuition on Performance in Salesperson–Customer Interactions." Journal of Marketing 79, no. 3 (May 2015): 91–109. http://dx.doi.org/10.1509/jm.13.0505.
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Guenzi, Paolo, Luigi M. De Luca, and Rosann Spiro. "The combined effect of customer perceptions about a salesperson’s adaptive selling and selling orientation on customer trust in the salesperson: a contingency perspective." Journal of Business & Industrial Marketing 31, no. 4 (May 3, 2016): 553–64. http://dx.doi.org/10.1108/jbim-02-2015-0037.
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Purpose This paper aims to examine the impact of customer perceptions about a salesperson’s combined use of adaptive selling (AS) and selling orientation (SO) on customer trust in the salesperson. Based on insights from attribution theory, the contingency model of salespeople’ effectiveness, relationship marketing and market orientation literatures, the authors analyze the interplay between customer perceptions of salespeople’s AS and SO, and how this affects customer trust. Furthermore, adopting a contingency perspective, the authors investigate how two important situational variables (i.e. length of buyer–seller relationships and importance of purchase for the buyer) affect this relationship. Design/methodology/approach This study is based on regression analysis with two- and three-way interactions, using survey data from 134 business-to-business (B2B) buyers. Findings The results indicate that the interplay between AS and SO is negatively related to trust, and that the above situation is attenuated in sales contexts characterized by high purchase importance or enduring buyer–seller relationships. Research limitations/implications The empirical findings are based on firms from a single industry. Second, a cross-sectional research design is adopted. Third, the absence of measures of objective performance (e.g. sales) might be regarded as a limitation. Practical implications The study suggests that salespeople willing to win customer trust should modify their approach across the relationship life cycle. Similarly, when purchase importance for the customer is low, salespeople interested in building relationships based on trust should combine AS and customer orientation. In contrast, when purchase importance is high, salespeople can only generate more trust by increasing customer orientation/reducing SO. These findings might inspire sales trainers and sales managers in developing training experiences based on adaptation and customer orientation. Originality/value The research contributes in several ways to the literature. First, the simultaneous effect of AS and SO on performance (i.e. customer trust) was investigated. Second, the analysis of the interaction between AS and SO was complemented by testing two important boundary conditions residing in the selling situation: purchase importance and relationship length. Third, this study is the first to examine the interplay among AS, SO and selling context outside using customer data from actual B2B sales interactions. Also, it enhances knowledge of the effects of AS on sales outcomes by adding a long-term, relational outcome (i.e. trust) to previous work that tended to focus on short-term outcomes (i.e. sales revenues). Furthermore, by investigating perceived benefits from the point of view of customers rather than sellers, our findings add to previous studies of AS which relied too heavily, or exclusively, on the voice of the seller. Finally, this study shed further light on the role played by SO in affecting customer-based performance.
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Bagozzi, Richard P. "The role of social and self‐conscious emotions in the regulation of business‐to‐business relationships in salesperson‐customer interactions." Journal of Business & Industrial Marketing 21, no. 7 (December 2006): 453–57. http://dx.doi.org/10.1108/08858620610708948.
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George, Morris, and Kirk L. Wakefield. "Modeling the consumer journey for membership services." Journal of Services Marketing 32, no. 2 (April 9, 2018): 113–25. http://dx.doi.org/10.1108/jsm-03-2017-0071.
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Purpose The purpose of this study is to model the consumer journey of admission-based membership services from initial purchase to full-season memberships. Particularly, the study pays attention to customer-owned contacts (purchase behavior) and service-owned contacts (salesperson voice- and text-based communications), to examine longitudinal internal data to determine factors which hinder and propel customers toward full memberships. Design/methodology/approach On the basis of big data supplied by a National Hockey League team, the study uses three simultaneous equations in modeling to account for potential endogeneity related to the likelihood that sales and service personnel are more likely to contact frequent customers. The longitudinal data allow us to map the customer journey over the course of multiple years, compared to typical cross-section studies. Findings The findings show that as customers increasingly own committed points of contact, they are prepared to move to the next level – but rarely skip major steps in the relationship journey. The quantity, type and timing of customer contacts by the service firm may hinder or propel the customer down the path to purchase full memberships. Research limitations/implications The prevalence of big data among service firms should allow researchers to better understand how consumers respond to contact strategies over time, as well as fluctuations in firm performance. The research adds to the customer journey research stream, while meeting the call of researchers to bridge the gap between service marketing research priorities and current practice. Practical implications Sales practices and marketing automation tactics may come at the cost of burning leads and alienating future members. Frequent text-based contacts absent voice-based interactions hinder consumer journey and work against relationship building. Service marketers can learn how to better allocate resources, properly manage and motivate contact strategies and target campaigns to send the right message via the right media at the right time. Originality/value This is the first study to map customer journey for admission-based, membership services. The longitudinal approach across multiple years provides a deep understanding of how customers take steps toward loyal membership status, while also pinpointing potential drawbacks of current contact strategies.
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Ghanadiof, Omidreza, Ali Sanayei, and Mahdi Emami. "Effect of Customer Perception on Salesperson Owned Commitment in Customer-Salesperson Relationship." European Journal of Business and Management Research 6, no. 4 (July 23, 2021): 137–42. http://dx.doi.org/10.24018/ejbmr.2021.6.4.964.
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Selling products and gaining profit is the main mission of a private Sales forces with their specialized relationships can determine the fate of transactions and make companies successful in achieving their ideal goals. Buyer-seller relationships can significantly reduce the marketing costs of the organization. Therefore, the impact of sales forces in an organization is relatively high in the past. A better understanding of the sales professional dimension will lead to the formation of long-term relationships and increase a company's profitability. However, although much research has been done on the issue of company-customer relationships, there have been extensive studies on the perception of consumer behavior by vendors. Therefore, the aim of this study was to investigate the effect of trust, reputation, and reputation of the seller on the commitment to the seller with the mediating roles of good interaction and perceived risk. The statistical population of this study was 250 customers of a retail company. In order to collect the required data, an electronic questionnaire was designed and distributed among the statistical reporters using the available sampling method. Validity of the questionnaire using content and structural methods was determined.
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Arun G, Manojkrishnan C G, and Madhu R. "Salesperson’s Behaviour and its relationship with Customer Trust and Customer Value with reference to Pharmaceutical Selling." International Journal of Research in Pharmaceutical Sciences 11, no. 2 (April 27, 2020): 2167–76. http://dx.doi.org/10.26452/ijrps.v11i2.2165.
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In the global business, to make a business a thriving one, customer trust andto value the customer has become a significant factor. In an entreprise, thelion’s share of the business is , Customer – Salesperson interaction. This createsan enduring Customer Trust and Customer Value. For building up anuplifting frame of mind in the customer towards the selling firm, salesperson’sconduct plays a significant role. This study spots on, which type of salespersonbehaviour can create customer trust and customer value. For developinga positive attitude in the customer towards the selling firm, Sales person’sbehaviour plays an important role. Research Investigating Antecedents andoutcomes of Customer Trust and Customer Value are limited. In this research,Customer is the Allopathy doctors and Consumer is the Patients. Previouslyexisting researches on customer trust and customer value particularly in anindustry were close to personal selling do assume a fundamental job and hadless researches directed by taking Sales rep’s (Salesperson) behaviour as anantecedent. This examination finds that selling orientation and unethical sellingis having a contrary association with trust towards the salesperson. Itadditionally demonstrates that; Customer Orientation and Adaptive sellingconduct is having a critical constructive association with trust towards thesalesperson. This examination additionally finds that there is a noteworthyconnection between trust towards the salesperson and trust towards the sellingfirm. This investigation additionally finds that, Customer Value is havinga huge connection between Trust towards the Salesperson and Trust towardsthe Selling Firm.
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Niemi, Jarkko, and Linda Hirvonen. "Money talks: Customer-initiated price negotiation in business-to-business sales interaction." Discourse & Communication 13, no. 1 (October 9, 2018): 95–118. http://dx.doi.org/10.1177/1750481318801629.
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This article provides an in-depth analysis of a conversational exchange initiated by a customer’s price question in real-life business-to-business (B2B) sales encounters. The analysis focusses on when the customer requests a price, what that implies as well as how the price discussion is conducted. Marketing literature usually considers product/service price to be an obstacle that the salesperson needs to overcome; we demonstrate that the price question is a positive signal for the salesperson. By requesting the price, the customer claims sufficient understanding of the offer, recognition of the service value and a readiness to move to the next phase in the meeting. The salesperson initiates an insert expansion to tailor the price to her or his customer and then informs the price in an expanded clausal response to build customer value. The conversation analytic study was based on a dataset of 13 video-recorded B2B sales meetings in Finland.
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Williams, Kaylene C., and Rosann L. Spiro. "Communication Style in the Salesperson-Customer Dyad." Journal of Marketing Research 22, no. 4 (November 1985): 434–42. http://dx.doi.org/10.1177/002224378502200408.
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The authors report a study designed to evaluate the use of communication style by salespeople and their customers. Using a paradigm suggested by Sheth in which the communication styles of customers and salespeople are categorized as task oriented, interaction oriented, or self oriented, they assess whether communication styles are related to sales. They first develop scales to measure these styles and then test whether the styles affect the sales outcome. The results suggest that communication styles are a determinant of the success of the sales interaction.
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Kim, Jieun, and Jae-Eun Kim. "Making customer engagement fun." Journal of Fashion Marketing and Management 18, no. 2 (May 6, 2014): 133–44. http://dx.doi.org/10.1108/jfmm-04-2013-0050.
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Purpose – The purpose of this paper is to investigate what values luxury customers may seek to fulfill during their interaction with salespersons and how perceived value fulfillment may impact salesperson loyalty and store loyalty. The paper also examines the moderating effect of the degree of friendship with a salesperson. Design/methodology/approach – The authors conducted a survey using a close-ended questionnaire. In total, 22 luxury fashion brand stores located in eight of the largest department stores in Seoul, Korea, were selected as the luxury fashion retail context for the research. A total of 220 questionnaires were used for data analysis. Findings – Fulfillment of self-oriented values had a significant positive influence on store loyalty and fulfillment of stimulation had a significant positive influence on salesperson loyalty. There was significant interaction effect between stimulation and degree of friendship on salesperson loyalty. Research limitations/implications – The results of this study provide practical implications in the management of customer relationship. An emphasis on qualities of luxury products that are linked to the fulfillment of self-oriented and/or personal values such as superior quality or ability to gain emotional benefits should be warranted for success as a luxury brand or a luxury retailer. Originality/value – This research is important as it can inform luxury salesperson on how to better meet customer's psychological needs in the context of a selling situation; ultimately contribute to their salesperson loyalty and loyalty to the brand.
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Leong, Siew Meng, Paul S. Busch, and Deborah Roedder John. "Knowledge Bases and Salesperson Effectiveness: A Script-Theoretic Analysis." Journal of Marketing Research 26, no. 2 (May 1989): 164–78. http://dx.doi.org/10.1177/002224378902600203.
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Salesperson effectiveness in customer interaction is evaluated from a script-theoretic perspective. Differences in salesperson performance are traced to differences in knowledge of the actions and events across and within sales situations and the salesperson's ability to abstract from relevant previous experience. Results of two experiments conducted in an insurance context indicate that, as hypothesized, high effective salespeople provided more elaborate, distinctive, contingent, and hypothetical scripts than low effective salespeople. Moreover, these effects were accentuated in less typical sales situations, as suggested by results in the homeowner's insurance but not the life insurance experiment. Theoretical, methodological, and managerial implications of the findings are discussed.
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Manandhar, Raju Bhai. "Impact of Salesperson Behaviour on Customers Equity in Super Market." PYC Nepal Journal of Management 14, no. 1 (November 29, 2021): 113–22. http://dx.doi.org/10.3126/pycnjm.v14i1.41080.
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Service marketing focuses on service encounter stimuli, such as the servicescape, employee interactions, the core service, and other customers. The studies that have focused on other customers’ role as a social component of the service environment have led to the development of a comprehensive measure of other customer perception. Thus, based on the social impact theory, attraction theory and the theory of uniqueness, the study analysed the effect of Other Customer Perception (OCP), Need for Uniqueness (NFU and their interaction on service experience and revisit intention by employing a scenario-based quasi-experimental research design with a sample of 127 job holder postgraduate management students using convenient sampling technique. The study employed MANOVA GLM model and concludes that while the impact of consumers’ perceptions of other customers’ similarity does influence service experience of the customers, demonstrating that not only the restaurant itself, but also the entities in the surrounding network such as other customers have an impact on service experience and their revisit intention. Therefore, other customer effect, which works as a basis for service experience and revisit intention, should not be neglected when designing the surroundings in restaurant settings.
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Goudge, Darrell, Megan C. Good, Michael R. Hyman, and Grant Aguirre. "Modeling specialty store customers’ buy/no-buy decisions." International Journal of Retail & Distribution Management 45, no. 12 (December 11, 2017): 1260–76. http://dx.doi.org/10.1108/ijrdm-03-2017-0036.
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Purpose The purpose of this paper is to develop, test, and validate a model in a specialty retail environment to assess the influence of a salesperson’s sales- or customer-orientation and customer characteristics related to buy/no-buy decisions. Design/methodology/approach Backward stepwise discriminant analysis was used to identify variables that most differentiated buyers from non-buyers. The discriminant model was estimated with survey data provided by a judgment sample of consumers asked to recall details about a recent in-store purchase experience (n=240). One significant discriminant function emerged. The model correctly classified 87.5 percent of buy/no-buy decisions by consumers in a separate validation sample (n=40). Findings Customers who believe a salesperson is sales oriented (i.e. only interested in closing) are more likely to make a no-buy decision even when retailer-related attributes – such as positive prior experience with the retailer, susceptibility to normative interpersonal influence, and positive attitude toward retailing – suggest otherwise. Surprisingly, neither customer orientation nor susceptibility to interpersonal informational influence relates significantly to making a buy/no-buy decision. Practical implications Specialty retailers should avoid a sales-outcome-based orientation. To add value in a competitive marketplace where buyers can avoid salespeople, the focus of a sales interaction should be on identifying customer needs and characteristics. Originality/value Adaptations of sales people’s personas and selling efforts – fostered by new managerial training practices – and the need for specialty retailers to adopt behavior-based control systems are suggested. In addition, sales or customer orientation typically is reported by the salesperson. Here, customers’ belief – which is more germane to modeling buy/no-buy decisions – designates the salesperson’s orientation.
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Baumann, Jasmin, and Kenneth Le Meunier-FitzHugh. "Making value co-creation a reality – exploring the co-creative value processes in customer–salesperson interaction." Journal of Marketing Management 31, no. 3-4 (September 10, 2014): 289–316. http://dx.doi.org/10.1080/0267257x.2014.956137.
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Holmes, Yvette M., Lauren Skinner Beitelspacher, Bryan Hochstein, and Willy Bolander. "“Let's make a deal:” Price outcomes and the interaction of customer persuasion knowledge and salesperson negotiation strategies." Journal of Business Research 78 (September 2017): 81–92. http://dx.doi.org/10.1016/j.jbusres.2017.04.009.
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Baumann, Jasmin, and Kenneth Le Meunier-FitzHugh. "Trust as a facilitator of co-creation in customer-salesperson interaction – an imperative for the realization of episodic and relational value?" AMS Review 4, no. 1-2 (February 27, 2013): 5–20. http://dx.doi.org/10.1007/s13162-013-0039-8.
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Yuliana, Rahmi, and Himawan Arif Sutanto. "PENINGKATAN IMPLUSE BUYING PADA WANITA BEKERJA DI JAWA TENGAH." JURNAL STIE SEMARANG 11, no. 03 (November 21, 2019): 36–49. http://dx.doi.org/10.33747/stiesmg.v11i03.385.
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Knowledge about consumers is the key to planning a marketing strategy in the company, the customer can be the most valuable asset so the company needs to maintain and create equity. The development of technology is very rapid from the development of new product markets to meet the increasing needs of society as well. business people lead to the establishment of many shopping facilities that offer services and facilities that make it easier, then this can attract consumers. Impulsive buying and unplanned buying by some researchers are not differentiated. Semuel, (2005) does not distinguish between unplanned buying and impulsive buying but gives important attention to researchers, customers must focus on the interaction between point of sale with buyers who are often ignored. Personal selling is a form of individual communication where a salesperson deals directly with potential buyers and tries to influence them to buy their products or services. Hedonic shopping according to Semuel (2005) reflects an instrument that directly presents the benefits of experience in spending, such as pleasure, new things. Multiple Linear Regression Analysis is used to analyze the effect of several independent or independent variables (X) on one dependent or dependent variable (Y) together.
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Rodriguez, Rocio, and Göran Svensson. "Time orientation in complex B2B service relationships." Marketing Intelligence & Planning 37, no. 4 (June 3, 2019): 451–64. http://dx.doi.org/10.1108/mip-08-2018-0330.
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Purpose The purpose of this paper is twofold. First, to examine, on the basis of a teleological time orientation, the differences and similarities between actions that take place before and after the sales and purchases of advanced service solutions; and second, to stress that an active consideration of time facilitates the development of satisfactory service solutions to the service provider (SP) and service receiver (SR) (both) and maintenance of the long-term and complex business-to-business (B2B) service relationships in contrast to a passive consideration of time. Design/methodology/approach The authors have applied a multi-method design based on: in-depth interviews with key informants at software providers and their customers; analysis of textual documents and structured observations of customer-software provider actions; and follow-up interviews. This study is based on four phases in an industry to examine different views to enable data triangulation. Findings Complex B2B service relationships are affected by time in an active way, namely, time in the present is linked to customer expectations and their perceptions through two points: the experience (from past) of the SP and the SR and the service solution, previsualized (from future) before the service is implemented. Each interaction between the seller and the buyer progressively changes the mindset of both from the initial position of each (active consideration of time). Research limitations/implications The paper highlights the importance of an active treatment of time and cross-functional SP teams, since the individual salesperson may not possess the knowledge or resources to successfully deal with SR demands in complex B2B service relationships. Practical implications SPs should train, support, supervise and evaluate the whole team so that it interacts properly and performs appropriate and timely actions toward a successful outcome with their SRs. Originality/value The paper contributes to enhance the understanding of time-oriented sales and purchases in complex B2B service relationships based on advanced service solutions, all of which have rarely been addressed in either previous studies or in theory.
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Faia, Valter da Silva, and Valter Afonso Vieira. "Generating sales while providing service." International Journal of Bank Marketing 35, no. 3 (May 15, 2017): 447–71. http://dx.doi.org/10.1108/ijbm-07-2016-0094.
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Purpose The purpose of this paper is to extend the previous regulatory focus and sales force control literature suggesting that organizational control system not only moderates but also mediates the interactive effect of the assessment × locomotion on salesperson ambidextrous behavior. Organizational control system, which has behavior and outcome dimensions, moderates the effects of employee regulatory focus on their ambidextrous behavior, sales performance, and satisfaction. Design/methodology/approach The authors conducted a survey with 163 bank frontline employees (FLEs) who sell financial products to final consumers. Each respondent was approached by a professional interviewer who presented the questionnaire and collected the answers. These respondents are FLEs, who are the ones that sell financial services and are responsible for post-sales services, such as answering customer questions and account problems. In the sample, FLEs are the primary source of revenue generation and services activities (ambidextrous features) in banking sector, similar to Bailey et al. (2016). Findings First, the moderating and mediation analysis showed that the interactive effect of both regulatory focus, locomotion and assessment, predicts FLE ambidextrous behavior. Second, this interaction effect suffers a three-way interaction under organizational control system. Third, organizational control system also moderates the impact of ambidextrous behavior on performance, such that outcome-based control system amplifies the relationship. Fourth, the authors found a conditional indirect effect, in such ambidextrous behavior, mediates the indirect effect of control system on sales performance, generating stronger (vs weaker) results under an outcome-based control system (vs behavior-based control system). Research limitations/implications Since this study adopts the cross-sectional research design, the authors could not empirically demonstrate the causality of the relationships among constructs. The authors also analyzed the organizational control system from the FLEs perspective and not from the supervisors/managers perspective, who daily control employees activities. Originality/value The authors propose a conditioning indirect mediating impact of control system on performance and consumer satisfaction through ambidextrous behavior and explore the regulatory focus-ambidexterity-performance moderating chain, theorizing that this sequence depends on the level of control system.
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Fergurson, J. Ricky, John T. Gironda, and Maria Petrescu. "Salesperson attributes that influence consumer perceptions of sales interactions." Journal of Consumer Marketing ahead-of-print, ahead-of-print (August 24, 2021). http://dx.doi.org/10.1108/jcm-09-2020-4126.
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Purpose This paper aims to examine how modern, digital era customers in a business-to-consumer (B2C) setting prioritize salesperson-customer orientation attributes when evaluating their expectations regarding interactions with salespeople, as well as their impact on positive and negative word-of-mouth. In addition, the research further investigates which negative salesperson attributes have an impact on overall customer experience and satisfaction. Design/methodology/approach Role theory and expectancy-disconfirmation theory form the theoretical foundation for two mixed-method studies. Study 1 is an exploratory content analysis of online consumer reviews and social media word-of-mouth related to consumer experiences with salespeople. Study 2 is a three-round Delphi study investigating which salesperson orientation attributes are most important to the customer in B2C interactions. Findings The results uncover which salesperson customer orientation attributes are essential for modern consumers and how they differ as a function of context (retail, direct-selling and follow-up) and how they contribute to the generation of digital word-of-mouth. Originality/value This paper expands B2C sales interaction literature by exploring the need for differing sales attributes based on the differential function of the shopping environment.
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Niemi, Jarkko, and Ellen Bolman Pullins. "Tell me more: how salespeople encourage customer disclosure." Journal of Business & Industrial Marketing ahead-of-print, ahead-of-print (July 8, 2020). http://dx.doi.org/10.1108/jbim-11-2019-0482.
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Purpose This paper aims to explore salesperson–customer interactions to identify actual behaviors that result in enhanced customer disclosure and classify them as disclosure tactics, and to explore whether certain tactics are more likely to lead to salesperson–customer relationship advancement. Design/methodology/approach This qualitative research uses conversation analysis to identify salesperson disclosure tactics that result in customer disclosure, using 12 video-recordings of authentic business-to-business initial sales meetings between a salesperson and customer. Findings Findings showed four disclosure tactics that salespeople use to get customers to disclose information: embedded expertise claims, tailored references, demonstrations of preparation and customer orientation and benevolence. These tactics appear more often and are executed differently in sales meetings that successfully advance. Originality/value The research addresses an unexplored area of specific salesperson behaviors and their connection to customer disclosure and relationship advancement in the exploration phase. Additionally, this fills a gap that cannot be addressed with traditional survey or interview data and brings conversation analysis to this particular area.
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Chéron, Emmanuel, Christian Weins, and Florian Kohlbacher. "Older consumers’ reaction to a patronizing sales interaction." Journal of Services Marketing ahead-of-print, ahead-of-print (September 2, 2020). http://dx.doi.org/10.1108/jsm-11-2019-0436.
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Purpose The purpose of this study is to investigate the impact of patronizing by salespeople when interacting with older consumers in a retail situation of shopping for a mobile phone. In addition to patronizing behavior, the impact of the age of the salesperson and gender of the consumer are explored. Design/methodology/approach The study is based on statistical analyzes of a between-participants controlled experiment collected via an online survey of 338 members of the German Senior Citizens League. Findings The study contributes to the field of services marketing by confirming that older consumers reject patronizing sales interactions and by showing that men are more tolerant of condescendence than women, especially when younger salespeople are involved. Research limitations/implications A limitation of this study is the use of fictional situations with a selected number of manipulated variables in a simulated sales interaction. Practical implications Rejection of a patronizing sales interaction was found to be similar by both genders with an older salesperson. Furthermore, retail shops of technical appliances could prevent potential problems by being cautious of having younger male salespeople interacting with older women customers. Originality/value Research on the impact of condescending sales interaction as perceived by older consumers is scarce and has not previously considered the role of customer gender and salesperson age. Beyond investigating the perception of participants to patronizing, the role of the salesperson age and customer gender were investigated.
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Leach, Mark P., Rhett T. Epler, and Sijun Wang. "Adapting sales influence tactics in the information intensive era." Journal of Business & Industrial Marketing ahead-of-print, ahead-of-print (September 3, 2020). http://dx.doi.org/10.1108/jbim-10-2019-0463.
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Purpose This paper aims to explore the usage of selling influence tactics across prospective customers with differing information-related needs. Design/methodology/approach The research study uses an exploratory critical incident technique (CIT) methodology to identify and examine salesperson influence tactics. Findings This study identifies and explores the use of salesperson influence tactics across three information-based conditions often encountered by salespeople (i.e. information seeking customers, informed customers with information inaccuracies and informed customers making sub-optimal decisions). Regardless of condition, salespeople readily used non-coercive information exchange tactics. Whereas, recommendations and ingratiation tactics were applied by more effective salespeople when interacting with informed customers with information deficiencies. Furthermore, salespeople report executing less effectively with prospects with inaccurate preexisting information and with prospects making flawed or sub-optimal decisions. Research limitations/implications Findings illustrate the need for a renewed focus on salesperson influence tactics, the conditions under which they are effective, and how salespeople adapt their influence tactics to various situations. The exploratory nature of this study limits the generalizability of findings. Practical implications A framework of adaptive selling strategies is proposed to help tackle new challenges faced by B2B salespeople in today’s information intensive market. When interacting with more informed customers, pre-existing information is often inaccurate and incomplete. Thus, salespeople must assess and address these flaws and gaps and can adapt their influence strategies to do so effectively. Originality/value Industrial buyers today have virtually unlimited avenues to conduct extensive research and gain supplier information without the aid of interactions with salespeople. Thus, salespeople often enter sales interactions when their prospects have significantly more information than ever before. By examining salesperson influence techniques in selling situations that vary based on prospective customer preexisting knowledge, this research provides guidance on how selling may need to change in a more information intensive era.
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Heinonen, Pilvi, Jarkko Niemi, and Timo Kaski. "Changing participation in web conferencing: the shared computer screen as an online sales interaction resource." Applied Linguistics Review, June 23, 2021. http://dx.doi.org/10.1515/applirev-2021-0056.
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Abstract This article explores the increasing digitalization of workplace communication. Drawing on the material environment in a complex, technology-mediated workplace environment, the article investigates how remote sales interaction is constructed and managed by its participants. The data consist of web conferences conducted in Finland between a salesperson (SP) and a prospective customer (C). During the meeting, SP delivers a software solution demonstration on a shared computer screen on which only SP is able to take actions. Deploying the method of multimodal conversation analysis, the research focuses on how the shared computer screen is used as an interactional resource to achieve joint attention and to direct participants’ focus during the sales meeting. First, the shared screen view is SP’s resource; for instance, when SP describes the functionalities of the software, he/she recurrently uses deictic expressions and other linguistic means in combination with coordinated keyboard activity. Later, the shared screen view evolves into a medium for both participants’ actions. The findings suggest that, as the negotiation gets closer to the context of the customer organization’s business, C may use the screen as a vehicle for his/her own interactional purposes. Through a gradual growth in understanding of the software, C begins commenting on the screen view or guides SP’s actions on the shared screen, enabling both a collaborative sales interaction and knowledge construction in a complex technological environment. Unlike previous studies on technology-supported institutional telephone interactions, SP’s screen view in the present study is a resource shared by both the professional and the client. The study contributes both to the field of technology-mediated workplace studies as well as to the field of sales and marketing research.
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Niemi, Jarkko, and Pilvi Heinonen. "Kysymys-vastausjaksot myyjän ja asiakkaan etäneuvottelussa." AFinLAn vuosikirja, December 22, 2020, 215–41. http://dx.doi.org/10.30661/afinlavk.89305.
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This paper examines technology-mediated sales interaction in which a prospective customer receives a salesperson’s video call in a research laboratory. The paper focusses on the prospect’s requests for information, the salesperson’s answers, and the prospect’s third position receipts. When the prospect asks potentially critical questions, the salesperson tries to maintain a no-problem impression by not attending to the reluctance implied in the customer’s questions. After the salesperson’s answer, an automated analysis of the prospect’s facial expressions reveals emotions of anger and contempt that are, however, not explicated in her verbal response. Simultaneously, a detailed analysis of the sequential organization of conversation specifies the results of the facial expression algorithm: the prospect’s successive and stepwise more critical questions convey that she treats the salesperson’s answers as insufficient. The data consist of two video-recorded business negotiations, supplemented by an automated analysis of the prospect’s facial expressions and galvanic skin response.