6 - Sales Person Performance Behavior, Role Perceptions and Satisfaction)
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Transcript of 6 - Sales Person Performance Behavior, Role Perceptions and Satisfaction)
PART TWOIMPLEMENTATION OF THE SALES PROGRAM
IMPLEMENTATION OF THE SALES PROGRAM
Salesperson Performance: Behavior, Role Perception, and Satisfaction
Understanding salesperson performance and its importance I in sales management? The Model Rewards Satisfaction The Salespersons Role Perceptions The Salespersons Role Susceptibility of the Salespersons Role Role Conflict and Ambiguity Role Accuracy
Understanding Salesperson Performance
Sales management involves three interrelated processes: The formulation of the sales program The implementation of sales program The evaluation and control of sales force management
Model of the determinants of a salespersons performance
The Model1.
Five basic factors
The role perception componentRole accuracy Perceived role conflict Perceived role ambiguity
2.
The aptitude component
3.4.
The Skill level component The Motivation componentMotivation Expectancies Valences
Physical factors (age, height, sex and physical attraction Aptitude factors (verbal intelligence, mathematical ability and sales expertise) Personality characteristics (empathy, ego strength, sociability, aggressiveness and dominance)
5.
The Personal, Organizational & Environmental variable componentOrganizational variables Personal variables OCB (organizational citizenship behaviors)
Sportsmanship Civic virtue Conscientiousness Altruism
Components of Organizational Citizenship
Rewards
1. 2.
Extrinsic rewards Intrinsic rewards
Satisfaction1.
2.3. 4. 5. 6.
7.
The job itself Fellow workers Supervision Company policies and support Pay Promotion and advancement opportunities Customers
The Salespersons Role Perception
Feeling of ambiguity, conflict and inaccurate role perception can cause psychological stress and job related anxiety for salespeople. This in turn leads to low performance.
Sales perceptions of the job
The Salespersons Role
Stage 1: Role partners communicate expectations Stage 2: Salespeople develop perceptions Stage 3: Salesperson behavior
Susceptibility of the Salespersons Role
Boundary position
The remote sales force Selling in a team Innovation in communication affects the sales role
Large role set
Innovative role
Role Conflict & Ambiguity
Common expectations and key areas of conflict and ambiguity1.2.
3.4.
Different role partners emphasize different types of expectations Perceived role expectations are consistent among salespeople Industrial salespeople are more certain about their job delivery and evaluation Most salespeople perceive conflict between customer expectation and company policiesPsychological consequences Behavioral consequences
Consequences of conflict and ambiguity1. 2.
Causes of conflict and ambiguity
Causes & Consequences of a salespersons Job Perception
Role Accuracy
Nature of role accuracy
General role inaccuracy Linkage role inaccuracy