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active empathetic listening and sales performance.pptx
- 1. Welcome Group members Mousumi Mallick - 120310 Rawshonara Khatun - 120330 Shima Akter - 120338 Feroza Khatun - 120350 Salesperson’s listening ability as an antecedent to relationship selling
- 2. Active listening Information gathering process in which the listener is fully engaged in the conversation. Assures the speaker they hear them.
- 3. Active empathetic listening (AEL) 3 dimensions Empathy is understanding another’s mind or capacity to recognize emotions. Characterized as the ability to “put oneself into another's shoes“ Sensing RespondingProcessing
- 4. AEL as antecedent to relationship building behavior Trust AEL Relationship Performance
- 6. Mediators of sales performance Trust Relationship quality Trust PerformancePerformance Relationship quality H:03 H:04 H:05 ? ? ?
- 7. Methodology Sample: 2500 salespeople 175 completed and useable questionnaires were received Median age of 45 years ( ranges from 20-68) 142 ( a total of 81%)were male Most of them involved in long term relationship Some were involved in both long term and short term
- 8. Like-type Seven Point Scale AEL Scale Relationship Quality Trust
- 9. Confirmatory Factor Analysis (CFA) & Hypothesis Result Relationship quality AEL skills H : 01 = 0.32 AEL skills TrustH: 02 = 0.652 Relationship quality TrustH: 03 = 0.615 Performance Relationship quality H: 04 = 0.516 Trust Performance = 0.62H: 04
- 10. Managerial Implication Active empathetic learning(AEL) greater levels of relationship quality superior levels of trust. active listening behaviours sales interaction from the buyers’ point-of-view Role playing full AEL scale
- 11. Limitations of AEL Self report measures limit the interpretation of the findings. Common method Bias is the potential threat Single indicator is Used to predict sales performance Many time Constructs overlap in meaning Multiple definitions of relationship Quality, trust and performance exist
- 12. Thank You