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BEHAVIOR,ROLE PERCEPTION, AND SATISFACTION OF SALES FORCE

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PERFORMANCE, ROLE PERCEPTION AND SATISFACTION OF SALES FORCE...

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BEHAVIOR,ROLE PERCEPTION, AND SATISFACTION OF SALES FORCE

  1. 1. SSAALLEESS MMAANNAAGGEEMMEENNTT PPRREESSEENNTTAATTIIOONN OONN BBeehhaavviioorr,, RRoollee PPeerrcceeppttiioonnss aanndd ssaattiissffaaccttiioonn ooff SSaalleess FFoorrccee WAQARUDDIN SIDDIQUI 13-MBAK-10 AALLIIGGAARRHH MMUUSSLLIIMM UUNNIIVVEERRSSIITTYY,, MMAALLAAPPPPUURRAAMM CCEENNTTRREE
  2. 2. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Learning Objectives • Understand the model of salesperson performance • Identify the various components that make up the model • Discuss the role perception process • Understand why salespeople are susceptible to role issues
  3. 3. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
  4. 4. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Role Perceptions • Perceived role conflict – arises when role demands of role partners are perceived as incompatible • Perceived role ambiguity – occurs when necessary information to perform role is perceived as not available
  5. 5. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Role Perceptions • Role inaccuracy – degree to which perceptions of demands are not accurate • Importance of role perceptions • Can produce job dissatisfaction • Can affect motivation • In certain situations, can enable salespeople to make beneficial creative decisions
  6. 6. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
  7. 7. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Are Good Salespeople Born or Made? • Sales aptitude has sometimes been thought to be a function of: • Physical factors – age, attractiveness • Aptitude factors – verbal intelligence, sales expertise • Personality characteristics – empathy, sociability
  8. 8. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS leadership Personal Traits that Lead to Sales Success • Optimism • Resilience • Self-motivations • Personality • Empathy
  9. 9. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
  10. 10. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Sales Skill Levels • An individual’s learned proficiency at performing necessary tasks, including: • Interpersonal skills • Leadership • Technical knowledge • Presentation skills
  11. 11. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS INNOVATION Motivate Your Star Salespeople for Free 1. Understand personal difference 2. Encourage balance 3. Praise good work 4. Get out 5. Don’t play favorites McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc. All rights reserved.
  12. 12. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
  13. 13. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Rewards • Extrinsic rewards – controlled and bestowed by people other than the salesperson • Pay • Financial incentives • Security • Recognition • Promotion
  14. 14. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Rewards • Intrinsic rewards – things that salespeople primarily attain for themselves • Feelings of accomplishment • Personal growth • Self-worth
  15. 15. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
  16. 16. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS Satisfaction • Job satisfaction – all the characteristics of the job that salespeople find rewarding, fulfilling, and satisfying • Extrinsic satisfaction – based on extrinsic rewards • Intrinsic satisfaction – based on intrinsic rewards
  17. 17. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Job Satisfaction Dimensions
  18. 18. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS 10-18

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