Rhetorical Processes in the Sales Relationship in Luxury Retail

Manlow, Veronica; Ferree, Christopher

doi:10.1108/s0163-239620210000052013

Cited by 1 publication

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“…In the literature, human competencies are understood to be interpersonal skills (Ermasova et al , 2018; Manlow and Ferree, 2021). Interpersonal skills relate to rational communication processes adapted throughout social interactions with customers to achieve certain effects and outcomes (Amor, 2019; Pawar, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

Brushing up on time-honored sales skills to excel in tomorrow’s environment

Razmak

Pitzel

Bélanger

et al. 2022

JBIM

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Purpose Determining the skills required for salespersons to maximize their effectiveness was the main driver for conducting the present study. In order to identify those necessary skills, this study aims to review various research techniques drawn from multiple disciplines and applied that knowledge to salespersons. Design/methodology/approach This study used a mixed-method methodology. This study began by conducting a literature review and then interviewed experienced salespersons with varied backgrounds to develop a comprehensive list of sales skills and themes and categorize them into competency categories. This study then conducted a quantitative analysis to determine the respective importance of the skills and themes by surveying a sample of internal stakeholders of a multinational company. Finally, this study calculated the reliability and validity of the themes. Findings A total of 206 relevant skills (later reduced to 110) and 28 themes were identified and grouped into three competency categories: conceptual, human/interpersonal and technical. Survey respondents rated the skills and themes higher than the “somewhat important” score of 3 out of 5, with the overall mean importance for skills being in the “important” range (score of 4.27 out of 5). All identified skills were believed to be important to a salesperson’s success. Originality/value This study’s expanded list of sales skills will improve employability, reduce turnover among employees and build better groundwork for fostering learning through work, resulting in better performance. These skills represent a 2020 updated list that could be used for future academic research and training and research in the business world.

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Section: Literature Reviewmentioning

confidence: 99%