IMPACT OF SALESPERSONS’ SKILL-SETS ON SALES PERFORMANCE: AN EMPIRICAL INVESTIGATION OF A TELECOMMUNICATION COMPANY
Download| Volume 13 Issue 2 2017 | |
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| Author(s): |
Kashif Shafiq
Muhammad Waqas
Arslan Rafi
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| Abstract | The objective of this research article is to find out the impact of customer orientation, adaptive selling, and emotional intelligence on sales performance. Personal selling is said to happen when a solution to the problems regarding sales, services, and customers is provided by a sales representative. It is the skill and duty of the sales representative to provide his services which provide the best match with the requirements of the customers. Total 100 questionnaires were distributed among the employees of a telecommunication company. Results show that- Salespersons who apply customer orientation are more successful in the market and Salespersons that are more adaptive in several selling situations have a more competitive edge over less adaptive salespersons. Both customer orientation and adaptive selling would be high if a salesperson possesses emotional skills. Therefore, it is recommended that the recruiter should hire salespersons with high acumen on customer orientation, adaptive and emotional skills. |
| Keywords | Customer Orientation, Adaptive selling, Emotional Intelligence, Sales Performance Management, Training and Development |
| Year | 2017 |
| Volume | 13 |
| Issue | 2 |
| Type | Short Report |
| Recognized by | Higher Education Commission of Pakistan, HEC | Category | "Y" | Journal Name | IBT Journal of Business Studies | Publisher Name | ILMA University | Jel Classification | J18, J28, J29 | DOI | http://dx.doi.org/10.46745/ilma.jbs.2017.13.02.01 | ISSN no (E, Electronic) | 2409-6520 | ISSN no (P, Print) | 2416-8393 | Country | Pakistan | City | Karachi | Institution Type | University | Journal Type | Open Access | Type of Review | Double Blind Peer Reviewed | Format | Paper Link | http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/13.2/1.pdf | Page | 1-10 | Reference | Alex R. Zablah, George R. Franke, Tom J. Brown, & Darrell E. Bartholomew, (2012). How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation. Journal of Marketing, Vol. No. 76. 21-40. Bagozzi, Richard P1.., Mahesh Gopinath, & Prashanth U. Nyer, (1999). The Role of Emotions in Marketing. Journal of the Academy of Marketing Science, 27 (2), 184– 206. 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