Macro sales force research

The call for more macro sales force research where the sales force as a whole is the unit of analysis, which was raised in “The Strategic Role of the Sales Force,” is revisited in this article. Technology, consolidation, government policies, the evolution of organizational strategy are dramatically changing the role of the sales force and the daily lives of salespeople. Yet, it is estimated that no more than 5%, and probably less, of sales and sales management research examines these developments. To shine a light on this, a case study of a health-care company that has changed its strategic focus from a product to a solutions provider is presented. Changes in the role of the sales force are examined within the five sales force capabilities identified in the “The Strategic Role” article. Research questions are raised about sales force capabilities.     

Sales manager cost control engagement: antecedents and performance implications

Many organizations face competing agendas by which they are expected to simultaneously grow sales output while controlling associated costs. At the interface of this organizational pressure and the sales force’s implementation of such initiatives is the sales manager. However, questions with significant implications remain regarding how a sales manager’s requisite engagement with cost control affects sales performance. To address this issue, the authors conceptualize and operationalize the notion of sales manager cost control engagement. Results from a survey of 178 business-to-business sales managers show the antecedent and consequence effects of sales manager cost control engagement. A variety of organizational factors are shown to effectively direct the sales manager’s attention to cost control, which in turn has a positive impact on cost-related sales performance. These findings add to an emergent body of research aimed at understanding key skills required of sales managers for driving sales performance as well as provide a novel perspective for sales managers to consider when balancing pressures between cost inputs and sales outputs. Several theoretical and managerial implications are offered, as are future research directions.     

Predicting Sales Performance Criteria With Personality Measures: The Use of the General Factor of Personality,the Big Five and Narrow Traits

The present study investigated the predictive validities of different hierarchical levels of personality for sales performance. The General Factor of Personality was expected to be most effective at predicting general sales performance, whereas the Big Five factors and its underlying narrow traits were expected to be most effective at predicting the specific sales performance criteria to which they are conceptually aligned. Six different sales performance measures were used in an international study involving 405 sales employees. The results suggest that General Factor of Personality is a valid predictor of general job performance but that some of the aligned narrow personality traits predict specific sales performance above and beyond the Big Five factors. The narrow trait Social Boldness has a negative relation with rated sales performance and sales results.     

The sales manager as a unit of analysis: a review and directions for future research

This article analyzes empirical research in which the sales manager is the unit of analysis to determine what knowledge has been generated by sales scholars about sales managers and sales management practice. It examines what we have learned from sales managers about their jobs and themselves with particular emphasis on the managerial relevance of the work. While the sales literature is vast and despite the importance of sales managers being widely recognized and accepted, an extensive search of the sales literature identified only 163 articles in which the sales manager was the focus of empirical research about what they do. To help better understand what has been discovered, these articles are examined and categorized according to the main focus of each article's research. The results show that with respect to sales managers, our knowledge is limited and substantial opportunities exist for additional research to expand our understanding of the nature, roles, and impact of sales managers as well as providing usable advice for the practice of sales management.     

Sales Management’s Influence on Employment and Training in Developing an Ethical Sales Force

Because it is believed sales performance can be enhanced through ethical behaviors, increasingly, emphasis is being placed on understanding unethical behaviors among key customer-contact employees and the environment in which these sales professionals engage clients. In this context, understanding how the direct supervision of the sales force (sales managers) can shape the ethical behavior of salespeople may be a critical controllable key to understanding unethical sales behaviors that offers upper management strategic opportunities to enrich customer relationships. In this framework of understanding unethical sales behaviors, 240 sales managers were surveyed to determine their impact on unethical sales behaviors. The results indicate that although the overall ethical climate influences ethical attitudes of sales managers, importantly, these managerial attitudes impact ethical training and hiring evaluations of the sales force. Further, the positive relationship found between the ethical attitudes of sales managers and their hiring evaluation criteria affects unethical sales force behaviors. Detailed implications of the results are presented in the study.     

Sales Technologies,Sales Force Management,and Online Infomediaries

An information intermediary (or infomediary) is an online firm that plays an important role in the information component of a transaction but not in the logistics component. Infomediary sales channels in which leads that originate online are converted to sales by an offline sales force are particularly important in areas such as automobile retailing, real estate, insurance, mortgages, and many other contexts. This research examines the role of sales technologies and the organization of the sales force in creating value for infomediary sales channels, formally examining channel outcomes using an analytical model and empirically examining channel outcomes using a survey of 678 automobile dealerships. The analyses indicate that adoption of sales technologies for lead management and channel-specific salespeople influence leads purchased (from infomediaries) and infomediary channel sales for the retailer. These findings integrate important technologies from outside the organization (infomediaries) and technologies and management structures inside the organization (sales technologies for lead management and channel-specific salespeople) into an understanding of retailer use of infomediary channels. These findings also suggest that it is in the best interest of infomediaries to offer sales technology and services to retailers, bundling information products with technologies for channel management.     

Qualitative sales research: an exposition of grounded theory

The dominant research paradigm in sales research involves testing theory through empirical research. Nascent or underdeveloped research areas, however, may lack or have inadequate existing theories to explain sales-related phenomena. In these cases, sales researchers require a theory-generating methodological approach. Qualitative research designs are useful in this pursuit. The purpose of this article is to provide an exposition of one such qualitative research design – grounded theory. To this end, the foundational processes of grounded theory methodology are discussed. The results of a review of grounded theory examinations conducted in sales research are also provided, and current practices utilized by sales grounded theorists are discussed. Based on this review, future directions in substantive areas and methodological practices are provided. This article aims to serve as a resource for sales scholars wishing to know what grounded theory examinations have been conducted, how to implement grounded theory research and what avenues are available for future grounded theory sales research.     

The Manager-Salesperson Relationship: an Exploratory Examination of the Vertical-Dyad Linkage Model

Abstract

The Vertical-Dyad-Linkage Model (VDL) is offered as a tool to explore the infrastructure of a sales team. Building on the philosophy found in most sales management literature that salespersons are to be managed as individuals, VDL theory allows an exploration of the underlying social organization that is present in all sales forces. Thus, the style that a manager uses with a particular salesperson will vary depending on the exchange relationship established (cadres, hired hands). The objectives of the paper are to explore the general tenets of VDL theory, to assimilate the theory in sales management, to provide implications for sales managers and salespeople, and to discuss the important implications for sales management research.     

Drug Abuse in the Sales Force

Drug abuse in the workplace is a national problem of frightening proportions and there is no reason to suspect that the nations's sales forces should be immune. This study examines the problem of sales force drug abuse and reports the findings of a nationwide survey of field sales managers concerning the extent of drug abuse in the nation's sales forces, the methods of dealing with the problem, and factors related to drug abuse problems in the sales force. Implications for sales managers, sales management educators and trainers, and researchers in the field of sales and sales management are also discussed.     

Broadening the application of mixed methods in sales research

Mixed method research designs can be extremely useful in extending knowledge in the sales domain. A bevy of mixed method designs are at the disposal of sales researchers seeking to reap the benefits of this combination of research approaches. However, application of mixed methods in sales research has been rather limited, focusing primarily on exploratory sequential designs. The purpose of this article is to provide an exposition of mixed method research in the sales domain and offer avenues of extension that employ underutilized mixed methodological approaches. Accordingly, a definition of mixed methods along with its benefits and drawbacks is espoused followed by guidance in conducting mixed method research. A review of sales-related mixed method studies is then provided and articles containing both quantitative and qualitative methods are analyzed to glean insight on the state of mixed methods research in sales. Future avenues for mixed method research are then provided focusing on best practices and techniques that have yet to be embraced by sales researchers. This article aims to be a resource for sales scholars in expanding the mixed method research paradigm.     

New Directions in Sales Leadership Research

The changing environment facing sales organizations is characterized by the dimensions of complexity, collaboration, and accountability. Responding effectively to this dynamic environment requires a focus on specific leadership activities by senior sales leaders, field sales managers, and salespeople. A sales leadership framework is presented and used to identify and discuss specific leadership challenges and important research questions at different sales organization levels. Several new directions for sales leadership research are proposed to improve sales leadership thought and practice.     

A qualitative study of leader behaviors perceived to enable salesperson performance

Abstract

This study builds on and extends previous sales leadership research by exploring sales professionals’ perceptions of effective leadership behaviors. Semistructured interviews with both sales leaders and salespeople working in a global enterprise software company were examined through a qualitative analysis. Results indicated that participants believed sales leadership played an important role in influencing sales performance. When asked to describe specific sales leader behaviors that best enable salesperson performance, sales professionals – both sales leaders and salespeople – overwhelmingly referenced coaching, followed by collaborating, championing, and customer engaging. We define and describe these four key sales leader behaviors and identify four potential mediating variables (trust, confidence, optimism, and resilience), from which emerges a conceptual framework of sales leader behaviors perceived to enable salesperson performance. We examine these four key sales leader behaviors and mediators in the broader context of leadership theory, particularly transformational, servant, authentic, and adaptive leadership theories. The key contribution of this study is the identification of a set of leader behaviors that are likely to be especially effective in modern sales organizations given that they originated from the perceptions of sales professionals themselves.     

Does Salesperson Perception of the Importance of Sales Skills Improve Sales Performance,Customer Orientation,Job Satisfaction,and Organizational Commitment,and Reduce Turnover?

This research was designed to determine whether salesperson perceptions regarding the importance of specific sales skills and behaviors relate positively to sales performance, customer orientation, job satisfaction, organizational commitment, and lower levels of turnover intentions. The development of the sales skill measure resulted in the creation of two different scales, one focused more on traditional sales skills and the second on more consulting-oriented sales behaviors. The results and conclusions provide support for the concept that skill/behavior development and assessment are worthy pursuits for sales managers and their organizations.     

Sales Success as Predicted by A Process Measure of Adaptability

Previous studies of sales performance have not used process measures to evaluate the sales interaction as it occurred. The purposes of this paper are to propose the use of a process measure of adaptability and to determine whether observed adaptability behaviors could predict sales success. Salespeople's observed adaptability was positively related to two measures of sales success in a sample of telemarketing sales representatives.

A process measure of adaptability could be used to facilitate the selection of sales trainees by encouraging marketers to hire people who exhibit more adaptability during interactions. Sales training could also be used to teach current salespeople to adjust their dominance levels in order to project more adaptability in sales interactions.     

Leaders in Selling and Sales Management

Little empirical research has been reported on multinational sales force management, and none on organizational aspects. Reported here are results from a 14 MNC-135 subsidiary survey of overseas sales management practices. They show that MNCs use independent sales organizations to augment company personnel in affluent markets, in physically-large countries, and where markets are geographically-dispersed or culturally-fragmented. In addition, about one sales force in five covers more than one national market. Industry factors are important in the structuring of sales forces, suggesting that industry practices are carried into overseas markets.     

Narcissism and Achievement Motivation as Related to Three Facets of the Sales Role: Attraction, Satisfaction and Performance

Relationships were posited between two personality constructs—narcissism and achievement motivation—and three facets of the sales role: attraction, satisfaction and performance. As predicted, currently and previously employed salespeople were more narcissistic and had stronger needs for achievement than individuals who were never employed in sales. Narcissism was positively associated with overall sales satisfaction and with level of comfort with ethically questionable sales behaviors; narcissism was unrelated to sales performance. In contrast, need for achievement was unrelated to sales satisfaction, negatively related to comfort with ethically questionable sales behaviors, but positively related to sales performance. Practical implications of these findings for sales recruiters and trainers are discussed.     

Situational and Dispositional Predictors of Performance: A Test of the Hypothesized Machiavellianism Structure Interaction Among Sales Persons1

The hypothesized interaction found in laboratory studies between situational structure and Machiavellianism was tested on working samples of sales representatives. The results suggested that success or failure of Machiavellian tactics used in sales organizations appears to depend on the organization's structure: In loosely structured sales organizations high Machiavellians significantly outperformed low Machiavellians, but in tightly structured sales organizations, high Machiavellians failed to outperform low Machiavellians. These results and implications for future research are discussed.     

A taxonomy for financial services selling

The financial services industry accounts for almost half of the country’s nonfarm, commercial profit, making the industry a major driver of the economy. Prior to this study, limited information was available to evaluate financial services sales activities, and a taxonomy of sales activities for individuals in the financial services industry had not previously been conducted. Prior empirically developed sales taxonomies did not include service firms and specifically financial services, while focusing on manufacturing and other product sales. Given that taxonomies are a critical step in scientific inquiry, this is a major limitation in the literature hindering the development of a better understanding of this important industry. Using an established methodology and a seminal sales taxonomy, a financial services sales taxonomy was conducted. Results reflect that financial services sales positions differ from those in other industries. Six sets of sales activities (factors) along with six job positions (clusters) were identified.