Perceived Sales Competencies and its impact on Performance A study in Banking and Financial Services

Abstract

The banking industry in India has transformed rapidly in the past decade newlineleading to a shift in the way products are marketed and sold. There is an increased newlineemphasis on customer service-oriented behaviour where competition for revenue newlineis on top priority (Goyal and Joshi, 2012). This shift from a transactional to newlinerelational selling makes customer orientation, a new approach in the era of newlinerelationship selling and consultative selling. The practice of customer orientation newlinehas been identified as a key variable in an era of relationship and consultative newlineselling helping sales people build and nature relationship with customers newline(Jaramillo et al., 2007). However, there is a need to further explore specific newlinebehaviours, skills and traits required by salespeople for manifestation of their newlinecustomer orientation (Singh and Koshy, 2012) and are required to be blended by newlinesales people to augment their performance (Wachner, Plouffe and Grégoire, newline2009). newlineResearch on sales behaviours and sales performance continues to be an newlineimportant topic as salespeople are required to demonstrate a wide range of newlineperformance outcomes depending on the industry type (Plouffe and Barclay, 2007). newlineThe purpose of this study was to develop a framework based on the competencies newlinereferred to as Sales Competency Model and assess the relationship between the newlinesales competencies with sales performance and relational outcome in the context newlineof Banking and Financial Services in India. The effect of extraversion a newlinepersonality trait was used as a moderating variable to assess the relationship newlinebetween the Sales competencies and Sales outcomes. newline