BEHAVIOR,ROLE PERCEPTION, AND SATISFACTION OF SALES FORCE
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This presentation discusses salesperson performance, behavior, role perceptions, and satisfaction. It presents a model of salesperson performance that is determined by personal traits, role perceptions, skills, motivation, rewards, and satisfaction. It explores how role conflict and ambiguity can impact motivation and job satisfaction. Additionally, it examines how sales aptitude is influenced by both innate personal characteristics and learned skills.
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BEHAVIOR,ROLE PERCEPTION, AND SATISFACTION OF SALES FORCE
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- 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. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
- 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. 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. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
- 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. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS leadership Personal Traits that Lead to Sales Success • Optimism • Resilience • Self-motivations • Personality • Empathy
- 9. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
- 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. 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. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
- 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. 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. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Determinants of Salesperson Performance
- 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. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS EXHIBIT Job Satisfaction Dimensions
- 18. SALESPERSON PERFORMANCE: BEHAVIOR, MOTIVATION, AND ROLE PERCEPTIONS 10-18