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Impact of Sales Call Adaptiveness and Customer Willingness on Sales Call Length: A Cross-Country Study of India, China, Korea, and Philippines
Joseph A. Sy-Changco1; Ramendra Singh2; Rizalito L. Gregorio3; Pierre Xiao Lu4; Geon Cheol Shin5
2016-05-26
Source PublicationJournal of Global Marketing
ABS Journal Level1
ISSN0891-1762
Volume29Issue:3Pages:128-138
Abstract

In this empirical study across four countries (India, China, Korea, and Philippines), we examine the impact of sales call adaptiveness and customer willingness on sales call length (duration) of salespersons in these four countries. Sales call length as well as sales call quality—although important constructs in sales—are still underresearched in the domain of sales management. Our study in these four emerging markets sheds new light on enhancing sales force effectiveness. Using survey data from 847 salespersons in four countries, we analyze using multivariate analysis, and our results suggest that sales force effectiveness can be enhanced by giving them the autonomy to decide the sales call length based on the prospect quality. We also demonstrate that salespeople indulging in sales-oriented behaviors may be detrimental to the long-term relationship with customers. Emphasis on relational sales approaches would reduce sales practices such as pitching products or services to unwilling customers. Our study also highlights the interactive role of customer willingness and sales adaptiveness. We found several inter-country differences across sales practices in four countries, which have several meaningful managerial implications.

KeywordCustomer Customer Willingness Emerging Markets Salesperson Adaptiveness Sales Call Length
DOI10.1080/08911762.2016.1171940
URLView the original
Language英語English
Scopus ID2-s2.0-84976598821
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Citation statistics
Document TypeJournal article
CollectionDEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding AuthorRamendra Singh
Affiliation1.Department of Marketing, University of Macau, Macao
2.Marketing Group, IIM Calcutta, Kolkata, India
3.Department of Management, Ateneo Graduate School of Business, Makati City, Philippines
4.Department of Marketing, Fudan University School of Management, Shanghai, China
5.Department of Marketing, Kyung Hee University, Seoul, South Korea
First Author AffilicationUniversity of Macau
Recommended Citation
GB/T 7714
Joseph A. Sy-Changco,Ramendra Singh,Rizalito L. Gregorio,et al. Impact of Sales Call Adaptiveness and Customer Willingness on Sales Call Length: A Cross-Country Study of India, China, Korea, and Philippines[J]. Journal of Global Marketing, 2016, 29(3), 128-138.
APA Joseph A. Sy-Changco., Ramendra Singh., Rizalito L. Gregorio., Pierre Xiao Lu., & Geon Cheol Shin (2016). Impact of Sales Call Adaptiveness and Customer Willingness on Sales Call Length: A Cross-Country Study of India, China, Korea, and Philippines. Journal of Global Marketing, 29(3), 128-138.
MLA Joseph A. Sy-Changco,et al."Impact of Sales Call Adaptiveness and Customer Willingness on Sales Call Length: A Cross-Country Study of India, China, Korea, and Philippines".Journal of Global Marketing 29.3(2016):128-138.
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