...본 연구는 고객만족을 달성하기 위해서는 판매원의 고객지향성이 전제되어야 한다는 가정에서 출발하였다. 판매원의 고객지향성에 관해서는 기존연구가 부족하였으며, 특히 실증적인 연구가 이루어지지 않았다, 지수개발의 첫 단계로서 판매원 고객지향성의 개념을 기존문헌들의 고찰, 전문가와의 면담, 연구자의 추론을 바탕으로 재정립하였다. 그 결과 판매원의 고객지향성은 마케팅 컨셉트의 실천적 요소, 인간적 요소, 시간적 요소, 비용적 요소 및 기술적 요소의 5개 차원으로 정리되었다. 고객지향지수 측정을 목적으로 총 39개 문항이 개발되었는데 척도정화의 과정을 거쳐 최종 22개 문항으로 정리되었다. 척도정화과정에서 마케팅 실천적 요소는 신념적 요소와 고객응대적 요소 두 개의 하위개념으로 분리되었다. 고객지향지수의 인덱스로서의 가치를 높이기 위해 구성요소간의 가중치를 회귀분석을 통해 구한 후, 가중치가 부여된 구성요소간의 선형결합으로 이루어진 함수가 본 연구에서 도출한 고객지향지수(COIS: Customer Orientation Index of Salesperson)이다. COIS의 특성을 관찰하고 진단도구로서 활용할 목적으로 COIS와 판매원 성과와의 상관관계를 분석하였다. 이를 위해 조정변수를 도입했는데, 그 내용은 판매원과 고객간의 관계의 질(RQ: Relationship Quality), 미래거래에 대한 기대(AFI: Anticipation for Future Interactions), 판매원의 전문성(SE: Salesperson Expertise) 등 세 변수이다. 하위집단 회귀분석을 해본 결과 세 변수들은 모두 조정변수의 역할을 하는 것으로 판명되었다. 즉, 관계의 질이 높은 상황에서는 고객지향성과 성과간에는 정의 관계가 존재하나, 관계의 질이 낮은 상황에서는 부의 상관관계를 보였다. 미래거래에 대한 기대에 관해서도 그 기대가 높은 상황에서는 고객지향성과 성과간에 정의 상관관계를 보였으나, 기대가 낮은 상황에서는 부의 상관관계를 나타냈다. 판매원의 전문성과 관련해서는, 전문성이 높은 판매원의 경우에는 고객지향성과 성과간에 정의 상관관계를 가지고, 전문성이 낮은 판매원의 경우에는 부의 상관관계를 가지는 것으로 나타났다. 이러한 결과를 놓고 볼 때, 판매원의 고객지향성이 높다고 해서 반드시 높은 성과를 기대할 수 없다는 사실이 발견되었다. 따라서, 판매원의 고객지향성과 성과의 관계를 설명하는 데 있어서는 조건부 틀이 보다 적합함을 알 수 있다. 연구결과를 바탕으로 판매원 관리의 진단도구를 개발하였다. 첫째, 판매원 포트폴리오 개념으로서 고객지향성과 성과를 기준으로 한 매트릭스를 통해서 판매원 집단의 건전성을 진단해 볼 수 있었다. 또한 각 유형별로 바람직한 포트폴리오를 구성하기 위한 전략적 대안을 제시하였다. 둘째, 판매원 배치 모형을 개발하였다. 고객지향 욕구지수를 도입하여 B2B 영업 등 특수부문에 어떤 판매원을 배치하여야 하는 가에 대한 해답을...
Words: 304 - Pages: 2
...EXECUTIVE SUMMARY This report analyse the case of Dimensional Fund Advisors (DFA) which is an investment firm in Santa Monica, California. In 2002, David Booth is in dilemma considering how should he lead DFA in the future considering current success condition DFA could achieved. The aim of this report is to assess the condition and situation of DFA and help David Booth in making decision as to what to do to excel DFA performance. This report is divided into 5 parts starting from the company background and its business strategy followed by Fama-French Three Factors Model that highly influence the strategy formulation and action taken by DFA. Third part will be DFA’s trading strategy and continued by brief analysis of its new product namely Tax-Managed Funds. Finally, it will be concluded by recommendation given to David Booth considering the content in main body of this report. Overall, it can be said that the main issue is whether DFA should continue its current operational strategy or it should develop new strategy in order to increase its performance among competitors. As in conclusion, it is suggested that DFA should follow current strategy since it has been proven to work well and it brought DFA to be among top 100 companies. COMPANY BACKGROUND AND BUSINESS STRATEGY Dimensional Fund Advisors (DFA), an investment firm founded in 1981 by David Booth and Rex Sinquefield, is strong believer of Efficient Market Hypothesis (EMH). DFA has adopted EMH In both its strategic operational...
Words: 1097 - Pages: 5
...nismos cars, also use different methods of motivation. These methods are: employee motivation through flextime, through job rotation, through job enlargement,through job enlichment, through team- working and empowerment, employee motivation through job sharing, employeemotivation through involvement and employee motivation through valuable – pay. Employees in J.p perform different tasks such as office admistration, mechanisim, car washers and cleaners and sales advisors. Jp nismos normally open its do at 8 oclock in the moning and closs its at 5 oclock including one hour four lunch time. All employee must be at work berofe eight oclock. Employee who want to go out must sign premision ti go out. Employees change tasks in different department. Example officer admistratin employee can perfor m sales advisors task when is needed, because if happen the sales advisor sick or risgn this can help yh company to perfom its tasks as usually. This can also help employee to gain more experience. This is the same apply to sales advisors have to know the task performed by the officer...
Words: 437 - Pages: 2
...customers and Wall Street. Leaders needed to develop strategies to maintain the company’s competitive edge in the new external scenario the industry was having. The Intersect Investment Company was not exempt from this situation and leaders of the company had to take action on how to recover the lost trust from base customers and have a profitable company in the market. Frank Jeffers, Chief Executive Officer (CEO) of Intersect Investment, developed a new company vision which was not supported by all staff members as the companies’ organizational culture was not focused on the customer needs. The new vision required changing the focus to the customer instead of the sale numbers. This new change caused resistance from some of the employees. A lack of support on the new philosophy from The Executive Vice President of Marketing and Sales resulted in the CEO using his legitimate power to remove the manager from the company. “Legitimate power is an agreement among organizational members that people in certain roles can request certain behaviors of others” (McShane & Von Glinow, 2005, p. 360). The CEO needed a new manager which believed in the new vision of implementing the customer intimacy model at Intersect Investment, so Janet Angelo was hired to fill this position. Situation Analysis Issue and Opportunity Identification Intersect Investment is facing several internal problems which were originated by the...
Words: 1939 - Pages: 8
...the service advisors. The goal was to sell an amount of front-end alignments or brake repairs during their shifts. Many customers were fixing their cars after this commission implementation because of Sears’ employees’ recommendations however the repairs weren’t necessary. Consumer affairs conducted an investigation finding unnecessary repairs due to consequences of Sears’ compensation system. The president took certain responsibility, but he denied any fraud; they eliminated the advisor commission and designed a system based on customer satisfaction however the mechanics’ compensation remains the same. Congress received a letter from a Sears’ employee stating that the majority of the inspecting employees were still being paid with the same commission structure. However, the mechanics were receiving another incentive for every hour of work completed; the more work performed, the more money earned. However, the mechanics could be cutting corners to get more work done or they could recommend unnecessary repairs. The main factor contributing to the unethical conduct was the advising of costumers on unneeded repairs for the sole purpose of commissions; attached to a compensation program that basically allow them to do it. Seeing from a consequential perspective, these employees were looking to get more money without even thinking about the consequences of recommending a repair that wasn’t necessary. From the deontological perspective, the mechanics and the advisors didn’t act...
Words: 1040 - Pages: 5
...Labor Supply Influences Retail Sector This essay identifies and explores the impact of one external factor that has influenced my organization and job within the last twelve month. The factor I have chosen sits in the task environment is labor supply. Task environment is the external segment comprising the specific external elements that an organization faces (Bartol, Tein, Matthews, Sharma, Scott-Ladd 2011, p. 76). While Bartol et al (2011, p. 77) defines that an organization’s labor supply consists of the people employable by the organization. I would like to introduce my company and my job responsibility. I work as a sales advisor in X shop. The X department store is a local retail chain store selling apparel, shoes and timepiece products and so on. It has around 20 employees in its sales and service line. My job in the shop is to handle the daily sales work and service customer needs. The retail sector in Singapore is one of the most important sectors in the economy. Retailing plays a pivotal role in making Singapore a viable place to travel and reside. The retail sector consists of retail outlets, hypermarkets and small specialist stores. The retail sector is a significant contributor to the Singapore’s economy. In 2009, it employed about 102,000 workers. The sector also registered some $26 billion in operating receipts and generated $3.8 billion in value-added (VA). This is equivalent to 1.5 per cent of Singapore’s GDP (SPRING Singapore commits $86mil to retail sector...
Words: 1604 - Pages: 7
...Home Benefits Brokers Benefits Managers Retirement Advisors Video Library FreeERISA Broker Innovation Lab Benefits Selling Expo Benefits Selling Magazine eNewsletters Resource Center Buyers' Guide Webcasts Events Blogs News About Us Contact Us Advertise Privacy Policy Press Room Reprints Feedback Employee Benefits Network: BenefitsPro FreeERISA Benefits Selling Broker Innovation Lab Benefits Selling Expo eNewsletters Magazine Feedback? Search Twitter Facebook Google+ LinkedIn Read Next Article Best sales and marketing tips: Social media Share This Story Advertisement Home / Benefits Brokers / Sales Strategies Best sales and marketing tips: Old school 100 sales and marketing tips, part 2 Jan 06, 2015 | By Kathryn Mayer Email LinkedIn Twitter Facebook Google+ Share This Story (Image courtesy of ponsulak/FreeDigitalPhotos.net) (Image courtesy of ponsulak/FreeDigitalPhotos.net) Our 100 sales and marketing tips list this year is broken down into 10 important categories. We've already covered social media. This list focuses on old school sales techniques. 11. Forget the group meetings, the conference calls, the social media posts: Meet with clients one-on-one. They still like it. 12. Send cards to your clients for birthdays, anniversaries or Christmas...
Words: 730 - Pages: 3
...The M&A Sales Process FINA 6222: Mergers and Acquisitions Agenda Auction Process Overview Organization and Preparation First Round Second Round Negotiations and Closing • Stakeholders • Broad vs. Targeted Processes • Valuation and Due Diligence • Marketing Material and Confidentiality Agreement Preparation • First Buyer Contact • Initial Bids and Buyer Selection • Management Presentations and Data Room • Final Bids • Evaluate Bids and Select Winning Bidder • Financing and Approvals Process Map Seller Retains Advisor and Signs Engagement Agreement Advisor Performs Internal Due Diligence Advisor Prepares Marketing Materials Advisor Approaches Prospective Buyers Interested Buyers Sign Confidentiality Agreement Interested Buyers Receive In-Depth information and Submit a Bid Seller and Advisor Choose Participants in Second Round Management Presentations and Buyer Due Diligence Second Bids Submitted Price and Sale Agreement Negotiated Deal is Closed Stakeholders Seller Incentive: Highest Multiple • Private Equity Fund • Large Corporate Entity • Entrepreneur Advisors Incentive: Highest Fee • Investment Bank • Legal Counsel • Auditors and Consultants Buyer Incentive: Lowest Multiple • Private Equity Firm • Large Corporate Entity Auction Process Overview Organization and Preparation First Round Second Round Negotiations and Closing Broad vs. Targeted Processes • Broad Process • • • • • 20/20 rule: generally, 20% of...
Words: 1359 - Pages: 6
...occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others. Your Career Matches.... Review your results below and select the best-fit job based on your research. This will populate your Career Plan. Select Job Sales and Related+ First-Line Supervisors of Non-Retail Sales Workers Sales Agents, Securities and Commodities Insurance Sales Agents Energy Brokers Travel Agents Real Estate Sales Agents Sales Agents, Financial Services Sales Representatives, Wholesale and Manufacturing, Technical and Scientific Products Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products Real Estate Brokers Securities and Commodities Traders Advertising Sales Agents Sales Engineers Management+ Medical and Health Services Managers Industrial Production Managers Regulatory Affairs Managers Postmasters and Mail Superintendents Human Resources Managers Lodging Managers Financial Managers, Branch or Department Compensation and Benefits Managers Education Administrators, Postsecondary Chief Executives Administrative Services Managers Sales Managers Treasurers and Controllers Purchasing Managers Property, Real Estate, and Community Association Managers Gaming Managers Investment Fund Managers Education...
Words: 544 - Pages: 3
...Becoming a Trusted Advisor Program Proposal Prepared for by David R. Ednie SalesChannel Europe SalesChannel Europe ©2010 All rights reserved Agenda 1. Program Overview 2. Becoming A Trusted Advisor Program 3. Sample Slides from Trusted Advisor Program 4. Clients 5. Client Testimonials 6. David R Ednie SalesChannel Europe ©2010 All rights reserved 2 Program Overview Methodology: – Preparation: Hold 1:1 meetings with 3-4 sales and sales support personnel to audit current sales capabilities, skills and possible skills gaps – Program: Build program content and delivery around key selling skills and address any identified skills gaps Program Overview: Review basic sales skills and the selling mindset: – Buyer’s Decision Making process vs. the Sales Cycle – Proposals don’t sell, people do. Always personally present your proposals – Articulating the Value Proposition – questioning & listening comes first – Getting to the Ultimate Decision Maker Develop specific sales skills in the following areas: – Effective prospecting in existing client base – Gaining Access to C-level Decision Makers and what to say when you get there – Using questioning skills to uncover PAIN and identify problems (reduce churn) – Negotiating to win in an increasingly competitive market Becoming a Trusted Advisor – 4 level model of sales professional evolution – Gap analysis: Where are you today and where do you want to be end...
Words: 1822 - Pages: 8
...the problem? 2.What was the organizations reaction ? 3.What was the result of their reaction? 4.What should the organization have done ? 5.Identify significant symptoms and root causes ? 6. What must they now do to rectify the issues ? Summary : Faced of declining revenues (an average of 8% per year for the past three years), shrinking market share (an average of 3 % per year for the past five years) and an increasingly competitive market (with an average increase of 20% in automotive stores over the past three years). the management of Sears, failed to raise their level of thinking to the Explore, Discover and Design phase of the Model. Instead they implemented a series of policies and procedures which gave pressure to bringing sales lead to the motivate of employees that misleading and selling unnecessary parts and services to the customers. ------------------------------------------------------------------------------------------------------------------------ Answer ISSUE STATEMENT : Facing an average of 8% per year decline on revenues for the past three years, shrinking market share of 3% per year for the past 5 years, as well as the increasing number of competitors, the management of Sear roebuck & co. had failed to think critically and strategically in order to come up with a new, suitable plan but spurring performance of its employees via a flawed incentive compensation scheme which resulted in misleading and selling customer unnecessary goods. 1. Due...
Words: 720 - Pages: 3
...American Homecare, I would like to thank you on becoming part of the All American family. All American HomeCare is Family owned and operated, and has been from 2003 when it was first founded. At All American HomeCare, we understand that family comes first, and that is why we treat you like family. This transition from your last place of employment or even if you’re straight from school can be a difficult one, but we look forward to helping you through it. I will start with our business structure so that you have an idea of your potential. I started as a Marketer similar to the position you are in right now. You are currently in Sales, and after a short two years you will become eligible for a position as an Area Sales Manager. This position after few years will make you eligible to apply for Assistant District Sales Manager. Once you become District sales manager, you can apply for many other opportunities across this company. Our company has become successful thanks to our employees, and we realize that. Our Clients keep our doors open, and our employees that talk to our clients keep them coming in. We look forward to your career with All American HomeCare. Your training will start on your very first day at work. We will give you a laptop and cell phone. Through your laptop, you will have 24 hr access to available training webinars if you should feel the need to study and practice outside of work. Your training on your first day will take the entire day and then your management...
Words: 593 - Pages: 3
...SEARS, ROEBUCK, AND CO.: THE AUTO CENTER SCANDAL Sears, Roebuck, and Co. began in the late 1800s as a mail-order company that sold farm supplies and other consumer items. Its first retail store opened in the mid-1920s. Responding to changes in American society, such as the move from farms to factories and the presence of the automobile in many homes, hundreds of retail stores opened over the years. The company expanded rapidly, and eventually it diversified to include other businesses: insurance (Allstate Insurance), real estate (Coldwell Banker), securities (Dean Witter Reynolds), and credit cards (Discover). Each of these other businesses became its own division, in addition to the merchandising group which included retail stores, appliances, and auto service centers. By the early 1990s, the company was reporting revenues and earnings in the billions of dollars. 40 Despite its long history of high earnings and its penetration into the U.S. market, Sears' retail business began to experience serious financial difficulties in the 1980s. Discount retailers such as Wal-Mart were pulling ahead in market share, leaving Sears lagging. Sears responded by adding non-Sears name brands and an "everyday low price" policy. But despite these efforts, in 1990 Sears reported a 40 percent decline in earnings, with the merchandising group dropping a whopping 60 percent! Cost-cutting measures were planned, including the elimination of jobs and a focus on profits at every level.41 In...
Words: 1186 - Pages: 5
...Personal Selling Professor Carter Snider February 9th, 2014 The New Selling of America The New Selling of America video described how the sales profession has evolved over time and what it takes to be a salesperson in today’s environment. Currently, there are 50 million new jobs that are created every day and two trillion dollars worth of transaction occurs every year. America is seen as a power when it comes to sales and it is vital that it continues to get new sales people who can compete in this era of globalization. The image of salespeople in America has always been negative because of the way they are perceived. Sales people are perceived as being aggressive, pushy and persistent. In order to become a good salesperson and avoid being seen as negative, it is very important to understand the science and art of selling The history of sales in America was characterized by going door to door and trying to sell items to people. John Henry Pattison later invented all the sales techniques that are mostly used today. Unlike in the 50s where sales people would just provide information for their customers and sell their product, salespeople today are tasked with developing trust and building long term relationships with their customers. A salesperson should be viewed as a trusted advisor and someone who cares about their customers. Salespeople also require analytical skills in order to understand trends that constantly evolve. Creating good salespeople in America will...
Words: 264 - Pages: 2
...appointed as HR advisor for National Office Supplies, a provider of stationery and office furniture for businesses throughout the UK. Whilst based at their headquarters in Hertfordshire, part of your role is to visit the regional sales offices and to audit their HR processes and practices. The company has experienced sound levels of growth in recent years and has experienced growth in turnover of one-third in the last three years. Prior to your appointment, the HR manager worked alone, aside from an administrative assistant, involved primarily in advising regional managers on recruitment and selection, conducting induction and ensuring that the company’s policies (such as health and safety and equal opportunities) complied with legislation. Typically, she would only visit regional offices to attend disciplinary or grievance meetings. Whilst the company has broad guidelines on how each department is managed, the general attitude among senior management at HQ has been that as long as each office is performing adequately, they are happy not to intervene or get too involved at regional level unless directly asked to do so. However following the recent growth of the firm from a relatively small, tight-knit organisation to a larger, more bureaucratic company, the senior managers are keen to introduce a ‘performance culture’ into the firm and to formalise and standardise its key HR processes. As part of an ongoing process of reviewing HR policies and practices at the regional sales offices...
Words: 1242 - Pages: 5
