Salesperson Performance: Behavior, Motivation, and Role

PerceptionsPresented By:Sahil Gupta(42-MBA-2012)Sahil Sharma(43-MBA-2012)Sahil Sharma(44-MBA-2012)Sapna(46-MBA-2012)

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

Determinants of Salesperson Performance

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

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

Determinants of Salesperson Performance

• 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

• NO proof these, alone, affect sales performance

Are Good Salespeople Born or Made?

• Optimism

• Resilience

• Self-motivations

• Personality

• Empathy

Personal Traits that Lead to Sales Success

Determinants of Salesperson Performance

Sales Skill Levels

• An individual’s learned proficiency at performing necessary tasks, including:– Interpersonal skills– Leadership– Technical knowledge– Presentation skills

Sales Skill Levels - Example

Here are essential skills Sun Microsystems looks for in a Senior Salesperson:

• Able to identify sales opportunities

• Apply knowledge of customers’ business

• Establish a value proposition that results in sales

• Have at least 7 years of proven sales to commercial end user customers

• Demonstrate an understanding of the technical and business challenge faced by the market.

Sales Skill Levels - Example

• Demonstrate a proven ability to develop and deliver solutions

• Be a team player• Meet commitments on time• Creative with sales approach

Here are essential skills Sun Microsystems looks for in a Senior Salesperson:

Determinants of Salesperson Performance

Determinants of Salesperson Performance

• Sportsmanship

• Civic virtue

• Conscientiousness

• Altruism

Organizational Citizenship Behaviors

Determinants of Salesperson Performance

Rewards

• Extrinsic rewards – controlled and bestowed by people other than the salesperson– Pay– Financial incentives– Security– Recognition– Promotion

Rewards

• Intrinsic rewards – things that salespeople primarily attain for themselves– Feelings of accomplishment– Personal growth– Self-worth

Rewards - Example• Sharper Image encourages other companies to use its products as

incentives and rewards

Reward Cards:

Ideal for one-time awards or ongoing programs, our Sharper Image Reward Card offers great flexibility.

Merchandise Certificates:

Sharper Image certificates can be personalized and carry a custom message.

Product Programs:

Our products can be purchased in bulk at special corporate prices. We also do individual fulfillment.

Determinants of Salesperson Performance

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

Job Satisfaction Dimensions

Defining a Salesperson’s Role

Stage 1Role Partners Communicate Expectations

Stage 1Role Partners Communicate Expectations

Stage 2Salespeople Develop Perceptions

Stage 2Salespeople Develop Perceptions

Stage 3Salespeople Convert Perceptions to Behaviors

Stage 3Salespeople Convert Perceptions to Behaviors

• Boundary position

• The “remote” sales force

• Interaction with many people

• Selling in a team

• Innovative role

Factors Affecting the Salesperson’s Role

Sales Perceptions of the Job

• Role Perceptions– Role conflict management– Role ambiguity management

• Motivation– Motivation and managerial leadership– Incentive and compensation policies

How Managers Influence Performance?

THANK YOU…