Sales and Marketing

This paper examines the use of social media by business-to-business (B2B) salespeople to assist in their job functions. The authors propose that a salesperson's attitude toward social media usefulness, as well as a salesperson's learning orientation, will influence how much a salesperson uses social media to assist in day-to-day job tasks. Additionally, the impact that the use of social media has on collecting knowledge about competitors, adapting to customers, and sales performance is considered. Accordingly, a broad literature review is provided to introduce extant theory contributing to the proposed model. The practical uses of social media by salespeople will be described, and then the theoretical foundation is built, encompassing social media use, goal orientations, and adaptive selling theory. Results of an empirical model are provided, followed by a discussion of theoretical and managerial implications.


Highlights

Findings of the study suggest that social media is one way to enhance sales performance, but its use alone does not guarantee such enhancement.

Social media use will affect performance of salespeople through affecting their competitive intelligence collection and adaptive selling.

Perceived usefulness of social media was not significantly related to salesperson social media use.

Results support linking collection of competitive intelligence to a salesperson’s adaptive selling behavior.

As successful tourism firms invest heavily in marketing to defend or improve their competitive position, they increasingly need to measure their marketing performance. Previous studies related to tourism have largely focused on financial and operational performance, but the marketing perspective has been largely overlooked. Drawing on an in-depth investigation involving 12 hotel chains, 8 travel agencies and 8 tour operators, this study provides an overview of the state-of-the-art marketing performance measurements among some of the leading tourism firms in Italy. Several issues and unanswered questions are also identified.

The research aims to study the effect of sales promotion on the purchase quantity and recommend sales promotional means and methods that could improve sales for retail sector in Malaysia. The impact of coupons, bonus packages, premiums, free samples and price discount is measured on purchase quantity of Malaysian retail consumers. Empirical data is gathered from 150 respondents using self-administered questionnaire and analyzed using correlation and regression analysis to examine the relationship between variables. The findings of the study reveal that all independent variables influences purchase quantity positively and significantly while free samples and price discounts are most influential factors for Malaysian market.

Marketing in the 21st century involves the need for clear strategies to reach and engage target markets in an ever-evolving landscape.  In this paper, personalized marketing, technological shifts, new consumer trends, globalization, and pricing strategies are analyzed in order to shed more light on the challenges companies face in establishing and sustaining strong brands.

This paper reviews the literature on green marketing intervention strategies and sustainable development with an emphasis on green marketing intervention strategies to environmental problems facing the world today. The review indicates that individuals and organizations can benefit from green marketing strategies and at the same time protect the environment to achieve sustainable development. The weaknesses and the future of green marketing as a discipline and future directions for researchers are also reviewed.

The primary aim of this review is to inform the development of post secondary education curricula in sales and business development. Market-based research investigations by the Calgary-based Bissett School of Business at Mount Royal University have highlighted the need for businesses to build capacity, and for graduates and business professionals to be educated in the fundamentals of sales and business development. While Canada currently has dozens of Business Schools, we have witnessed a slow embracing of sales and business development in the curricula. Despite the terms of ‘sales’ and ‘business development’ being used frequently within organizations, a close appraisal of the literature reveals a lack of consensus on how they are differentiated.
We propose that research on sales and business development has progressed down parallel tracks that continue to rarely cross. Equally, business development remains a relatively nascent field. The aim of this review is to dedicate scholarly attention to sales and business development disciplines, to examine how these disciplines have emerged over time, and the skills and functions that individuals perform when working in these fields. The outcome of this review is the development of a competency-based framework for sales and business development that offers further clarity on these fields and how they interact, helping to inform curricula development and future research enquiry.

Computer-mediated technologies have resulted in a proliferation of the omni-channel consumer (OCC) who shops for products and services using mobile, online, and traditional retail channels. While OCCs may have greater access to information, they do not necessarily have access to accurate information; hence the salesperson has both a challenge as well as an opportunity to use adaptive selling techniques when selling to the OCC. To better understand under what circumstances the salesperson can best be utilized to bring about the sale with the OCC, this research develops and evaluates a model of adaptive selling behaviors when selling to omni-channel consumers around the globe. Adaptive selling behaviors are conceptualized as having two dimensions, non-interactive and interactive adaptation. The efficacy of these two types of adaptive selling behaviors depends upon product type (utilitarian, hedonic) and OCCs' perceived control over the buying situation. To test the hypotheses, survey data was collected from global OCCs in four different countries and evaluated using path analysis. Results suggest salesperson's influence depends upon product type and salesperson's adaptive selling behavior.

Purpose – The purpose of this research is to know the strategy to increase brand awareness for Small Medium Enterprise (SME) through implementing Integrated Marketing Communication (IMC) so the SME can maximize offline and also online marketing. Design/methodology/approach – Business coaching methods, through a series of unstructured interview with the owner to know their business process and marketing activities. Observation also used to know the real situation between customer and the enterprise. The results from the unstructured interviews and observation were analyzed using qualitative descriptive methods to know gaps between the ideal and actual conditions of the SME or company, then the results were also used to find the IMC to be implemented in order to increase brand awareness. Findings – The findings show that offline marketing was not maximal yet. In the store, customers did not get special experience because SME did not do promotion maximally. Brand awareness for current situation was still at the level of brand recognition, which is the limit of brand awareness. Hence, it is going to be a major attention to maximizing promotion to increase brand awareness. Research limitations/implications – There are also limitation of this paper, this study was only conducted to in-store-promotion, for self-manufactured products by SME. Originality/value – The paper will add to the literature of brand awareness, and integrated marketing strategy in Small-Medium Enterprises (SMEs)'s business-to-consumer in Indonesian bakery industries.

Purpose
The purpose of this paper is to comprehensively explore marketing issues for foreign industrial companies of large, small and medium size entering emerging markets (EMs), particularly transition economies in Eastern Europe. The vast majority of current studies about emerging markets focus only on defining suitable strategies related to large consumer goods corporations.

Design/methodology/approach
The research adopted a multiple case study approach. Five Italian companies belonging to different business-to-business industries that have entered emerging countries in Eastern Europe were selected for investigation.

Findings
Empirical analysis uncovered recurring issues related to: institutional factors causing market uncertainty and instability; difficulties in building a sales network; a need for product adaptation to guarantee satisfactory performance; choices related to communication, branding and trade fairs; and considerations about competition and first mover advantage. Results can be interpreted as an extension of the analysis of institutional voids by Khanna and Palepu (1997).

Research limitations/implications
The study is based on the analysis of five case studies of companies operating in specific emerging markets, namely in Eastern Europe Countries (EEc) Further research based on different samples and different emerging countries is needed before generalizing results.

Practical implications
The study shows that the main institutional void affecting business-to-business companies entering emerging markets (EEc) is the lack of locally developed sales and after-sales networks. This institutional void slows the entry process of business-to-business companies in EMs. Given these constraints, from the perspective of business-to-business SMEs, it may be fruitful to pursue niche positioning in EMs.

Originality/value
The study analyzes emerging markets opportunities and entry strategies from the business-to-business marketing perspective, uncovering the most critical issues.

Purpose
– The purpose of this paper is to analyze the effectiveness of social couponing campaigns for hotels. In particular, the perceived effectiveness related to four specific objectives is explored (acquiring and retaining new customers, building brand awareness, balancing seasonality and stimulating demand among existing customers).

Design/methodology/approach
– A questionnaire-based survey was conducted that involved 108 hotels, each of which has run at least one social couponing campaign through Groupon in Italy. The importance-performance approach was applied to analyze the data.

Findings
– Overall, the perceived effectiveness of social couponing for hotels is quite low. Social couponing is useful to increase brand awareness but does not encourage customer behavioral loyalty. Larger hotels can successfully use this marketing tool to balance demand seasonality.

Research limitations/implications
– The sample size is limited but includes approximately one-fourth of all Italian hotels that have run social coupon campaigns through Groupon. Only social couponing campaigns run through one daily deal site (Groupon) in one country (Italy) were considered.

Practical implications
– Social couponing is not perceived as equally effective for all hotels. This study provides hotel managers with suggestions for deciding whether to allocate a share of their marketing resources to social couponing.

Originality/value
– To the authors’ knowledge, this is the first paper to present field data to complement the available theoretical knowledge on social couponing for hotels.

Purpose – This paper reviews the contributions of Harry Tosdal, a pioneer of sales and marketing management. It serves to puncture a variety of marketing myths and illuminate a completely neglected concept of the consumer. Design/methodology/approach – This account is based on a close reading of Tosdal's publications. Findings – Tosdal articulated a highly nuanced interpretation of marketing management, market research and sales force management. Each of these elements was keyed into fostering goodwill between firm and customer. Perhaps most importantly, he provides a counterpoint to the idea that the consumer is sovereign in the marketplace. Instead, he makes a case that the ontology of the market is riven by compromise. Originality/value – This paper highlights the concept of the compromising consumer. Arguably, this is a much more empirically realistic conception of the agency we possess in the marketplace than the idea that we move markets in ways absolutely consistent with our desires.

This study extends the literature by utilizing a three-component organizational commitment measure to identify ways for managers to drive salesperson effort. Using social exchange theory and survey data from industrial salespeople, an analysis reveals that perceived organizational support (POS) has a strong positive effect on affective commitment, no significant effect on normative commitment, and a negative effect on continuance commitment. Further, the findings show that only one component of organizational commitment-affective commitment-has a positive direct effect on sales effort, whereas normative and continuance commitment do not. However, normative commitment plays a supporting role as it positively moderates the relationship between affective commitment and effort. In addition, the study indicates that job satisfaction has positive effects on both affective and normative commitment, but no significant effect on continuance commitment.

Despite its importance in sales, listening is an overlooked concept in research with limited empirical studies examining the construct since the work conducted by Castleberry and Shepherd (1993) and Ramsey and Sohi (1997). Knowledge of the role listening plays in sales and the processes involved in explaining listening in relationship performance is limited with many discrepancies identified between studies. Using meta-analytical techniques, this study summarizes approximately 20 years of research on salesperson listening. The study developed a meta-analytical model based on the marketing and psychology literature to build an underlying framework for listening theory, advance research in listening, and provide theoretical and managerial implications. The obtained results show that customer-oriented salespeople express their care toward customers through listening, which helps them adapt their selling behaviors to fit customers’ demands. Salesperson relational and sales outcomes are driven by listening through direct and mediated mechanisms.

Segmentation is essential and necessary for organizations trying to survive in the global market. Therefore, organizations that sell a product or service have to know their various target markets. Then segment their product in a way that suits each segment identified. This study aims to clarify the best methods and technique of medical consumer market segmentation in Egypt and how this can be effectively utilized to improve the organization’s sales. The researchers working in the medical supplies sector and the organizations in this sector always face the problem of whom to target. This study focuses more on the definition, bases of segmentation and this segmentation effect on the organization sales. This research will provide information about the market segmentation which will help the researcher and the organizations to identify the gap between the concept of market segmentation and how it is applied in practice to achieve a sales growth.

Proceedings of The 25th International Business Information Management Association Conference; May 7-8, 2015 Amsterdam, Netherlands; ISBN: 978-0-9860419-4-5
Export promotion, a factor of export marketing mix can be a differentiator for profits. Few studies have dwelled explicitly on developing concrete models and multi-dimensional scales leading to strengthening of the theoretical foundations for measuring export performance. The research framework formulated for this study is based on existing theories. This quantitative research is on export promotion in enhancing firm’s quality reputation, product and service quality that generate sales with profit. The respondents were the Johor State manufacturing exporters selected from the Federation of Malaysia Manufacturers Directory based on Krejcie and Morgan sampling plan. Respondent answered a self-administered survey questionnaire. Hypotheses formulated were tested through SEM using AMOS.  Results show that the observable variable of export promotion comprises of management of sales promotion activities, selecting and participating in relevant trade fairs, preparation of product literature, and evaluating of channel performance. The latent variables that have loaded highly into enhancing of firm’s quality are improve products, providing better service quality and gaining in reputation. The latent variables of sales performance that loaded in the observable measure of export sales are export sales efficiency and export sales growth. Profits measure was found to comprise of export profitability and profit margin. Structural equation modelling of good fitting has shown that export promotion enhances firm’s quality and will lead to higher sales with profits. Future research and export marketing implications are discussed.

If company is using Market Data or in this case Market Research which is now customer information, does the company have the right to use that company information for whatever purpose it sees fit?  If you are one of the decision makers of any company do you agree that company information that was collected by the company should be used for other purposes not relating to the companies normal pattern of business?  For example, it is true that all companies use data for what they consider to be for permissible purposes, in other words legal as long as it falls within the scope of their business model and they agree to only use for specific purposes only that will not in any way comprise current or potential customers.  However, just because they have a use to the data, doesn't necessarily make it legal or even right, in fact when you look at the grand scheme of it all it is unethical and the way it is used is highly illegal.

To consider the catastrophic situation of our environment, this environment sends lot of alarming events for us, not limited to the following: global warming, climate change, and pollution. Green purchasing behavior is one of the behaviors recommended to help sustain the environment. Three factors (social influence, environmental attitude, and environmental concern) are tested to see how they affect green purchasing behavior. A significant result was indicated between Social influence, Environmental concern and green purchasing behavior. The results provided empirical support to previous studies. Future research and limitation were discussed as well.

Abstract: Using two different samples of salespeople, the authors investigate how a combination of general mental ability (GMA) and specific skills and capabilities (social competence and thinking styles) allows salespeople to reach their sales goals. The study finds evidence for an interaction between GMA and social competence. If combined with high social competence, high GMA leads to highest sales performance; if combined with low social competence, high GMA leads to lowest sales performance.

The new coronavirus disease (COVID-19), which has stemmed in December 2019, has been declared as a pandemic by the World Health Organization in March 2020 and turned into a global health crisis (Liu et al., 2020). Besides wars, pandemics have been the most dangerous and fearful threats to human life throughout history. As of August 2020, the pandemic has cost more than 777,000 lives worldwide with approximately 22 million cases and it was still ongoing. Besides its devastating impact on the health systems, the pandemic has led to an unpredictable change in the economic and social environment and the business and social life.

Purpose:
The objective of this research is to explore the implications for the sales function of the infusion of services by formerly product-based firms. In particular, it aims at identifying the changes that need to be made at the sales-function level if the services are to be successfully sold.
Design/Methodology:
This research is an exploratory qualitative case study. Data were collected by focus group discussions and in-depth interviews with relevant managers in three large multinational companies based in Northern Europe, which were pursuing service-led growth.
Findings:
The effects of service infusion processes on the sales function could be seen with respect to the three parts of the analytical framework: organization, roles, and competences. The results illustrate the need for a changed perspective with respect to all three parts, if a product-based firm is to be successful in the infusing of associated services into its portfolio of offerings. Analysis of the results identifies key operational initiatives that management needs to understand and implement when corporate and marketing strategies increasingly focus on service-led growth.
Research limitations:
The study was exploratory and vendor centric, which means that it did not quantitatively assess the results or directly involve the customers at whom the services were directed. Also, the choice of business-to-business firms limits the capacity to generalize the findings.
Originality/Value:
Whereas relationship-based and value-based selling are approaches more geared to the sales-force level, the study reported in this paper set out to understand fundamental differences at the sales-function level when firms pursue service-led growth. The findings suggest that the realignment of corporate strategy towards an increased focus on services may have far-reaching implications for the sales function.

The aim of this study is to investigate the mediating effect of advertising and sales promotion on the relationship between consumer trends and marketing effectiveness in telecommunications companies operating in Jordan. The study also attempts to determine whether demographic variables (age, gender, qualifications, experience, and career level) play a role in mediating the effect of IMC on the relationship between consumer trends and marketing effectiveness. The researcher used quantitative method and collected the data using the field survey method. Telecommunications companies operating in Jordan (Orange, Umniah, and Zain) have been selected as the study population of this research. The questionnaire was distributed to 540 respondents comprising of marketing managers, sales managers, and information systems and coordinators. A total of 308 sets of questionnaires returned were valid for the analysis, a response rate of 57%. The findings showed that there is a mediating effect of IMC on the relationship between marketing effectiveness and consumer trends due to the advertising and sales promotion as important dimensions of integrated marketing communications in the Jordanian marketing environment.

Communication is influenced by the environment around us. Effective communication is essential in managing the emotional quotient of people, to strike the right notes and achieve results from a win-win standpoint. It is important in building our relationship with people in our surroundings.

Communication pattern analysis is a scientific psychometric tool based on the transactional analysis developed by Eric Berne. It is used to improve communication by understanding how one has developed communication skills. It gives insight into how we relate and communicate with others and acknowledge how each one of us differ in our ways of communication.

This articles talks in details about the CPA (Communication pattern analysis), a psychometric tool, how it helps in analyzing the communication pattern of others, to flex our style accordingly and avoid communication gaps. Thus, using this assessment one can benefit to understand varied communication pattern skills to develop interpersonal relationships which is impacted by upbringing and environmental factors. It helps to utilize our communication, teamwork and build rapport.

https://www.youtube.com/watch?v=lY_TIWwzGXE

https://www.academia.edu/32269056/BENEFITS_OF_LEARNING_PSYCHOMETRICS_INTERPRETATION

Marketing relationships have evolved from simple dyadic transactions between the firm and its customers into scenarios in which the firm’s frontline employees are required to manage a portfolio of stakeholder relationships. The authors begin by characterizing the “strategic” frontline employee (SFLE) as a focal marketing employee who, in the execution of his or her work, must influence a variety of stakeholder target groups, including (1) customers, (2) the internal business team, and (3) external business partners. The authors leverage data from SFLEs at two firms to explore the similarities and differences in SFLE influence tactic effectiveness across the three stakeholder groups. They find that the effectiveness of influence tactics in driving performance differs across stakeholder target types and, somewhat surprisingly, that the SFLE’s influence of both the internal business team and external business partners has a greater effect on his or her performance than does influence directed at customers. The authors close with a discussion of the implications for theory and practice.

Abstrak Penelitian ini diberi judul " Pengaruh Service Qualit, Customer Value, Citra Perusahaan, dan Switching Cost terhadap Loyalitas Konsumen dengan Experiential Marketing sebagai variabel Intervening pada PT Asuransi Jasindo Kantor Cabang Jember " Tujuan dari penelitian ini adalah untuk menguji pengaruh service quality, customer value, citra perusahaan terhadap experiential marketing PT Asuransi Jasa Indonesia; untuk menguji pengaruh service quality, customer value, citra perusahaan, Switching cost terhadap loyalitas konsumen PT Asuransi Jasa Indonesia dan untuk menguji pengaruh experiential marketing terhadap loyalitas konsumen PT Asuransi Jasa Indonesia. Objek yang diteliti adalah nasabah PT Asuransi Jasa Indonesia. Penelitian ini mendiskripsikan fakta-fakta dan melakukan uji hipotesa untuk melihat hubungan antar variable, penelitian ini menggunakan desain penelitian penjelasan (explanatory research/confirmatory research). Teknik penentuan sampel yang dipakai dalam penelitian ini adalah purposive sampling. Populasi pada penelitian ini dibatasi untuk segmen konsumen ritel yaitu pengguna jasa asuransi PT.Asuransi Jasindo Kantor Cabang Jember pemegang polis asuransi kebakaran, asuransi kendaraan dan asuransi aneka tahun 2013 yang berjumlah 986 orang. Abstract This study , entitled " Effects of Service Quality , Corporate Image , Customer Value and Switching Cost to Customer Loyalty with Experiential Marketing as an intervening variable in PT Asuransi Jasindo Jember Branch Office " The aim of this study was to examine the effect on service quality, customer value, corporate image on experiential marketing PT Asuransi Jasa Indonesia; to examine the influence of service quality, customer value, corporate image, switching cost on customer loyalty PT Asuransi Jasa Indonesia and to examine the effect of experiential marketing on customer loyalty PT Asuransi Jasa Indonesia. The object under study is a customer of PT Asuransi Jasa Indonesia. This study was to describe the facts and to test the hypothesis to see relationships between variables, The design of this research study explanation (explanatory research / confirmatory research). Sampling technique used in this study was purposive sampling. The population in this study is limited to the retail consumer segment is the insurance services PT.Asuransi Jasindo Jember fire insurance policy holders, vehicle insurance and miscellaneous insurance in 2013 , amounting to 986 people.

Availability of organic input and output is critical for improve of organic forming in the country. Development of efficient marketing system is the need of the hour for strengthening the organic production in India. This paper made a humble attempt to understanding the consumer perception about organic product and marketing in Chandigarh. The results concluded that most of the consumer especially in urban people prefer organic food product. Marketing of organic product is so poor in study area so the demand for organic product is increases but supply is very low. The major reasons are organic producer are low, adequate market facility is not there, few number of shops, lack of awareness, and
so on. Therefore if farmers as well as government give interest to organic farming then it would easily enhance better marketing system for organic food products in Chandigarh.

This study addresses the interrelationships between a business-to-business (B2B) salesperson's sales performance and their level of entrepreneurial self-efficacy and entrepreneurial sales actions. Data was collected through a survey of 252 participants (B2B salespeople working in Australia). Structured equation modeling was used to analyze and test the hypotheses. The findings suggest that entrepreneurial self-efficacy strongly influences sales innovativeness and creative selling, highlighting the importance of senior management encouraging and rewarding new selling methods (a salesperson's entrepreneurial actions). Finally, these sales actions positively and significantly impacted individual sales performance. Thus, creative selling and sales innovativeness are powerful influencers of personal sales performance. This research contributes to the sales performance literature by highlighting the relationship between entrepreneurial self-efficacy (ESE), creative selling, and sales innovativeness. These findings provide additional lessons for senior management when pursuing increased growth and sales performance. As ESE has a positive impact on a salesperson's actions and performance, senior management may wish to encourage an internal environment in which ESE behaviors are not only accepted but encouraged.

Purpose: The purpose of this paper is to provide an historical analysis of an important early contribution to the history of marketing thought literature – the six-book series titled The Knack of Selling – which was published in 1913 and intended as an early training course for salesmanship. 

Design/methodology/approach: This research utilized a close, systematic reading of The Knack of Selling series and places it in the professional and intellectual context of the early 20th century. Books published about marketing are primary source materials for any study of the history of marketing thought. In this case, The Knack series constitutes significant primary source material for a study of early thinking about personal selling.

Findings: Echoing A.W. Shaw, Watson offers a more sophisticated interpretation of the “one best way” approach associated with Frederick Taylor. Watson’s advice did not entail the repetition of canned sales talks to each customer. His vision of practice was more complicated. Sales presentations were temporally and locationally relative. They were subject to ongoing evolution. As the marketplace changed, as customer needs and interests shifted, so did organizational and salesperson performances. To keep sales talks relevant to the consumer, personnel were encouraged to undertake rudimentary ethnographic research and interviews. Unusually, there is oscillation in the way power relations between marketer and customer were described. While relational themes are present, so are military metaphors. 

Originality/value: This is the first systematic reading of The Knack of Selling that has been produced. It is an important contribution to the literature inasmuch as this book set is not in wide circulation. The material itself was significant as an input into scholarship subsequently hailed as seminal within sales management.

Keywords: Marketing; Marketing Theory; Sales; Salesmanship; Power.     

 

The objective of this study is to identify evidence of collaborative behaviour in territorial cooperation networks. To this end, a qualitative investigation approach was adopted, by means of a case/network study -the Qualifica Association, where the instruments for collecting information were the interview and documental analysis. Based on the empirical evidence obtained, it was concluded that the relationship structure of the network studied is based on behavioural relations and giving effective value to tangible and intangible assets of the territory, and thereby increasing its competitiveness. This study also presents implications for agents involved in a territorial cooperation network and suggests lines of future investigation in this area.

This research aims to describe a digital marketing strategy elaborated to be deployed in the Marcheluzzo Srl Company located in Italy. In addition, it intends to give a wide range of information to the company about its customers, target, competitors, market, digital marketing strategy, and potential recommendations. It is also important to highlight that this strategy is focused on the Brazilian market. Most of the information collected for the situational analysis and many other components for this research were gathered through the author`s perception during his internship in the company. The methodology includes secondary data collected through field observation in the company, documents provided by the organization and internet sources. Finally, the proposal digital marketing strategy was validated through a prediction model using machine-learning system via Python and its tools. The result of the prediction model was addressed and analyzed based on linear regression and correlation matrix methods confirming the efficacy of the proposal strategy, consequently the reliability of the prediction model. Note: Journal of Marketing Management, June 2020, Vol. 8, No. 1, pp. 55-72, ISSN: 2333-6099(Online), Copyright © The Author(s), All Rights Reserved, Published by American Research Institute for Policy Development.

Purpose: In an uninterrupted close encounter such as spa and beauty industry service, employees' emotional competency is said to successes with productive rapport and results into customer satisfaction and loyalty. However, these relationships are yet to be empirically examined in Malaysia Spa and beauty industry. So this study focuses on investigating the employee emotional competency in establishing service consumer satisfaction and loyalty and mediate role of rapport in Malaysia Spa and beauty industry.
Design: The framework is drawn from affect as information theory, which propose to the notion that emotions speaks on the situation of human behaviors, emotional competence came to view from social intelligent, which was described as capability to administer human behaviors such as understand between a male and female (Salovey and Mayer, 1990). Structural model is generated and is tested on sample of 250 customers at the spa and beauty firms in Kuala Lumpur, Malaysia. Data is analyzed using IBM AMOS.
Findings: Employee emotional competence (EEC) do have a direct positive influence on customer satisfaction of (2.836) and EEC without customer satisfaction have a negative (1.915) influence to customer loyalty. However, Rapport did have a high positive influence of (5.167) on customer satisfaction and even higher influence of (8.689) to customer loyalty.
Practical Implications: this report will enlighten the managers in Malaysia Spa and beauty industry on the extent to which rapport and employee's emotional competency can boost the organization towards service consumer satisfaction and loyalty.

The manuscript investigates the impact of the observed sales promotion tools on the consumers' impulse buying behavior. Beside the theoretical analysis of sales promotion and impulsive consumer behavior, the authors try to determine which of the observed sales promotion tools is most effective in encouraging consumers to perform impulsive purchases. Analysis of collected data is done with the help of three statistical-econometric methods: factor analysis, regression analysis and reliability analysis. According to the results of researches carried out, discounts are the tool by which consumers are most motivated to pursue impulsive purchases. Also, free samples and demonstrations and product rehearsals are very effective, while loyalty cards are the most inneffective. Thanks to these research results, this manuscript will have a contribution both for marketers and brand managers (companies), as well as consumers and future researches on this or similar topic.

KOMPLAIN Pelanggan adalah salah satu hal yang paling penting dalam sebuah bisnis. Memahami dan mengerti apa yang diinginkan pelanggan adalah hal yang paling dibutuhkan, agar bisnis bisa berkembang. Berbagai karakter pelangganpun sering membuat pusing dan bingung bagi pembisnis, terutama yang langsung bertatap muka dengan pelanggan seperti sales atau frontliners. Tidak jarang dari mereka yang mendapatkan tanggapan tidak menyenangkan dari pelanggan. Permintaan pelanggan yang bermacam – macam tidak jarang membuat jengkel para frontliners. Sales atau frontliners adalah ujung tombak perusahaan yang biasa langsung berhadapan dengan konsumen, beberapa konsumen terkadang ada yang merasa kurang puas dengan apa yang sudah di dapat, maka dari kejadian ini ada yang istilah komplain, komplain sendiri beda dengan keberatan, perbedaan nya adalah keberatan terjadi sebelum transaski komplain terjadi sesudah transaksi, sehinga komplain terjadi oleh seorang yang sudah menjadi customer kita mengingat dunia bisnis sangat ketat peraingan nya maka perusahaan perlu memupuk yang dinamakan konsumen untuk bisa menjadi konsumen setia yang siap kembali membeli product kita. Salah satu nya adalah dengan cara menangani komplain yang dilontarkan oleh konsumen. Berikut sedikit tips menagani,

There is a dearth of empirical studies focusing on marketing implementation, especially regarding the interplay between different functional areas and service providers. To fill this gap, this paper explores running a communications campaign across several organizations. It takes a practitioner perspective via agency and client interviews embedded within a longitudinal case study. We find that practitioners argue that closer collaboration between sales and marketing functions is vital. However, there appears to be little awareness of some of the processes that influence successful strategy implementation, particularly the impact of inter-personal and inter-organizational relationships. KEYWORDS: Marketing strategy implementation, sales and marketing collaboration, inter-organizational relationships, communications campaign. RESUMO Existe uma escassez de estudos empíricos com foco na implementação de marketing, especialmente no que diz respeito à interação entre diferentes áreas funcionais e provedores de serviços. Para preencher essa lacuna, este artigo explora a execução de uma campanha de comunicação em várias organizações. Ele adota uma perspectiva de praticantes por meio da realização de entrevistas com agências e clientes incorporadas em um estudo de caso longitudinal. Descobrimos que os profissionais argumentam que uma colaboração mais próxima entre as funções de vendas e marketing é vital. No entanto, parece haver pouca consciência de alguns dos processos que influenciam a implementação bem-sucedida da estratégia, particularmente o impacto dos relacionamentos interpessoais e interorganizacionais. PALAVRAS-CHAVE: Implementação de estratégia em marketing, colaboração entre vendas e marketing, relações interorganizacionais, campanhas de comunicação.

The role of sales has changed dramatically during the last two decades, with sales becoming increasingly strategic and encroaching on domains that traditionally belong to marketing. Many studies address the role of marketing in new product development (NPD) success, but research on the increasing importance of sales, its changing role and changing dynamics with marketing is scarce. This empirical study of 296 Hungarian firms addresses this gap and shows that the extent to which sales encroaches on marketing's tasks is influenced by interface relations, exchange processes and sales' capabilities. The effect of sales–marketing encroachment on NPD financial success is partially mediated by customer involvement, while its effect on market success is fully mediated by customer involvement. These findings suggest that firms may improve their NPD financial performance by letting sales encroach on marketing tasks, but need to establish customer co-creation initiatives to benefit from sales– marketing encroachment in terms of superior NPD performance compared with competitors.

Marketers often use incentives such as coupons, rewards or special membership discounts in order to motivate consumers to purchase or recommend a particular brand. This practice is based on the underlying assumption that an increase in incentives will lead to an increase in consumer response – an idea which has been at the core of traditional economic thinking for decades. Some psychologists have claimed, however, that under specific conditions an increase in incentives can reduce (rather than increase) one's willingness to perform the behavior which is being incentivized. If materialized, the possibility that extrinsic incentives may diminish consumer willingness to recommend a favorite brand could have important theoretical and practical consequences in the context of word-of-mouth or buzz marketing. This study tests that possibility in the context of an experiment about Apple computers, a favorite brand among US college students. Participants were asked to recommend the brand to a friend (1) in absence of any monetary reward and (2) for a small monetary incentive. Students who were promised a small monetary reward experienced a decrease in intrinsic motivation and wrote shorter recommendations than those who were not promised any incentives. Data also suggest that the quality of the recommendation may decrease when incentives are offered. The results are discussed in line of their possible theoretical and practical significance.

The Sales and Service industry is built on the TRUST a customer places in YOU and by trusting you, your customer has given you power to define his experience; the power to elevate the transaction beyond an exchange of currency; the power to build a thriving business with his/her support.

This power goes beyond technical competence, skills and years of acquaintance. As a first step towards this goal, you NEED TO WIN your customer’s TRUST. It is an art to win this deep- rooted credibility and there is a science that allows you to master this. This process will ensure lifelong, happy customers who will talk about you to their friends.

The Trustomer First proCESS helps identify and address trust gaps in their interactions with customers BOTH INTERNAL AS WELL AS EXTERNAL. Connecting real-world examples with proven methodology, people discover how to communicate transparently, improve customer service, build team trust and much more.

https://www.academia.edu/32269056/BENEFITS_OF_LEARNING_PSYCHOMETRICS_INTERPRETATION

The company at the focus of this paper is called the English Language Center (ELC) and is based in Vienna, Austria. It is an English language school and center offering courses and other English language services. The company's founder has provided a marketing profile, which forms the basis of this paper.

Sales engineering or technical sales programs bridge engineering and business to educate engineering students in sales specific to their discipline. Students develop business awareness through such programs, providing the sales workforce with technically knowledgeable salespeople. The following study analyzed cohorts of students enrolled in a technical sales for engineers course to assess the changing perceptions and attitudes of engineering students toward technical sales. Students reported statistically significant changes in perceptions regarding interest, need, and rank of current ability toward technical sales and social skills after completing the course. Student perceptions of sales skills being innate and ingrained decreased. Group analysis – enrollment in the sales minor or previous sales experience – revealed expected differences including higher ranked prior ability and initial interest in sales. A separate analysis of 20 technical sales skills at the end of the course was used to highlight the level students perceived they had achieved each skill.

The study was conducted to assess the impact of Sales Force Automation (SFA) system on quality service delivery and sales reporting among micro and small-sized enterprises (MSEs) in Kumasi Metropolis in the Ashanti Region in Ghana. Through descriptive survey design, 97 managers of these MSEs purposively selected and surveyed through self-administration of structure questionnaires. Both descriptive statistics (frequency and percentage) and inferential statistics (multiple regression) data analysis techniques were used to determine the research findings. It was found that SFA applications significantly and positively predict variance in quality service delivery in the selling function of MSEs. There was also a statistically significant but moderate positive correlation between the use of SFA and quality service delivery. It was also established that the use of SFA applications significantly and positively predict variance in sales reporting in the selling function of MSEs. There was also a statistically significant high positive correlation between the use of SFA and sales reporting. It was recommended that MSEs should integrate SFA system to support their traditional selling function. Application developers were advised to create special IT applications purposely for meeting the special need of MSEs in their selling activities in developing country like Ghana since high cost of integration possess challenge for the adoption of SFA system.

The QSR industry in Nigeria has witnessed the emergence and disappearance of several actors. Some stride the industry for a couple of years; others fade away as quickly as they surfaced. Yet there are QSRs that have thrived and endured in the industry. Several factors could be responsible for this phenomenon. However, the current study investigated the extent to which employee empowerment can account for resilience of QSRs. ECD, DoA and EPDM are used as indicators of employee empowerment. The study adopted an explanatory research design and used a questionnaire to collect primary data; while the Spearman's rank order correlation (rho) was employed as the test statistic. The study relied on SPSS version 20.0 for data analyses. The study observed that employee empowerment associates strongly with resilience of QSRs as all the dimensions of employee empowerment posted strong, positive and statistically significant relationship with resilience of QSRs. The study concludes that employee empowerment informs resilience of QSRs, or that resilience of QSRs depends on DoA, EPDM, and ECD; and recommends that QSRs that desires resilience in the business-scape must continually update the competencies of their customer-contact employees, involve them in decision-making and give them adequate powers to perform tasks and discharge duties assigned to them.

1) Charting out the complexities in the seller-buyer relationship 2) Situations when a Buyer gets prejudiced and precipitates a crisis turning into a cold listener, owing to the personality conflicts between seller and buyer 3) Sustaining the seller-buyer relationship through understanding the cultural rings framework

Conductive textile is nowadays a very popular item in fashion as well as in functional garments. This paper is a review on the application part of use of conductive textiles. Its uses are as outer garments, in GPS, textile antenna for Bluetooth, in medical science, protective fabric against EMF shielding etc.

Increasing demands for international solution selling call for a better understanding of the interpersonal communication competence required of sales professionals. Accordingly, this study investigates discipline-specific needs regarding the interpersonal communication competence required by business-to-business (B2B) sales-people. Empirical data was collected via 39 in-depth interviews from international B2B salespeople, sales managers, CEOs and sales communication educators. As a result, we have formed a new conceptualization of sales communication competence in international B2B solution selling comprising four components: (1) a be-havioral communication component, (2) an affective communication component, (3) a cognitive communication component and (4) sales acumen. Managerial implications are presented with recommendations for future research .

The application of influence is a key behaviour set at the heart of the sales role. But we know little about how or whether influence tactics affect salespeople's actual job performance. We extend existing research on salespeople's use of influence by: (1) showing that influence tactics can be used to predict objective sales performance (and delineating which tactics are most predictive); (2) demonstrating that the effect of tactics on performance varies across salespeople, and these patterns of influence effectiveness allow us to identify different influence ‘styles’ and (3) revealing that the influence styles our data uncover are not consistent with existing theoretical classifications of influence tactics. The article concludes with a discussion of theoretical and managerial implications, and directions for future work.

Sales is an area where many companies find the outcomes belie investments and outcomes. Many companies attempt sales transformation in a piece-meal fashion. In this paper, we discuss the framework for sales transformation and five fundamental levers of sales transformation.