What are the Characteristics of an Effective Sales Manager? an Exploratory Study Comparing Salesperson and Sales Manager Perspectives

Deeter‐Schmelz, Dawn R.; Goebel, Daniel J.; Kennedy, Karen Norman

doi:10.2753/pss0885-3134280101

Cited by 65 publications

(41 citation statements)

References 23 publications

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“…A study of sales manager effectiveness identifies listening skills as the single most important attribute of sales manager effectiveness, from the viewpoint of both sales managers and sales representatives (Deeter-Schmelz, Goebel, and Kennedy 2008). This is consistent with prior work in which industrial salespeople rated listening as the most important skill needed for professional success (Moore, Eckrich, and Carlson 1986).…”

supporting

confidence: 75%

Salesperson Listening in the Extended Sales Relationship: An Exploration of Cognitive, Affective, and Temporal Dimensions

Pryor

Malshe

Paradise

2013

Journal of Personal Selling & Sales Management

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Susie pryor, avinash malshe, and Kyle paradiseThis paper reports the findings of an exploratory study of salesperson listening in the context of an extended sales relationship. In-depth interviews with both buyers and sellers suggest that listening has both cognitive and affective characteristics. Moreover, the data indicate a temporal dimension of listening, not addressed in current models of listening in the sales literature. Further, there appears to be a link between the salesperson's listening and the impressions of affective and cognitive empathy created and maintained over the course of sales interactions with customers. The impressions of affective and cognitive empathy created may affect the development of buyer-seller relationships.

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supporting

confidence: 75%

Salesperson Listening in the Extended Sales Relationship: An Exploration of Cognitive, Affective, and Temporal Dimensions

Pryor

Malshe

Paradise

2013

Journal of Personal Selling & Sales Management

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“…Laddering is a valuable method especially for the exploratory stages of research projects (van Rekom and Wierenga, 2007). The technique has been used widely, originally for brand or product positioning issues (Gutman, 1982;Olson and Reynolds, 1983), and recently in research areas such as sales management (Deeter-Schmelz et al, 2008), services marketing 2009ab), higher education services (Voss et al, 2007), business-tobusiness marketing (Henneberg et al, 2009), health services (Gruber and Frugone, 2011), and ethical clothing consumption (Jaegel et al, 2012).…”

Section: Methodology -Using Laddering To Investigate Satisfying Servimentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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Abstract:The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what contact employees believe customers desire from the service encounter. Insights will then lead to a greater understanding of the service encounter as revealed discrepancies in perceptions will not only increase employees' and management awareness, but also provide implications for training and recruitment of employees. An exploratory research study using the well-established laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into the research subject. In total, in-depth laddering interviews with 40 respondents (20 customers and 20 frontline employees) were conducted.The findings of this study suggest that customers and employees identified several similar concepts as being important for a successful service encounter such as friendliness, competence, responsiveness, honesty, and communication skills.

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“…Os vendedores tendem a respeitar os gestores que são justos com eles e que têm altos padrões de conduta ética (Mulki, Jaramillo, & Locander, 2006). Além disso, os chefes, quando são eficazes, afetam os representantes de vendas e o processo pelo qual os vendedores iniciam, desenvolvem e ampliam o relacionamento com os clientes (Deeter-Schmelz, Goebel, & Kennedy, 2008).…”

Section: Regressão Linear Múltiplaunclassified

A associação das atitudes de chefes e clientes com a satisfação dos vendedores com o trabalho

Lima

Mainardes

Vigna

2015

RECADM

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What are the Characteristics of an Effective Sales Manager? an Exploratory Study Comparing Salesperson and Sales Manager Perspectives

Cited by 65 publications

References 23 publications

Salesperson Listening in the Extended Sales Relationship: An Exploration of Cognitive, Affective, and Temporal Dimensions

Salesperson Listening in the Extended Sales Relationship: An Exploration of Cognitive, Affective, and Temporal Dimensions

Understanding satisfying service encounters in retail banking - a dyadic perspective

A associação das atitudes de chefes e clientes com a satisfação dos vendedores com o trabalho

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