The Influence of Emotional Intelligence on Sales Performances of Companies - with a Particular Focus on Salespersons' Interactions within a Selling Process

Mehlhorn, Thorsten (2020) The Influence of Emotional Intelligence on Sales Performances of Companies - with a Particular Focus on Salespersons' Interactions within a Selling Process. DBA thesis, University of Gloucestershire. doi:10.46289/BUSE1973

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Abstract

This research provides insights into the influence of emotional intelligence on the sales performance of companies, with a particular focus on salespersons’ interactions with customers within a selling process. This study explored sales employees’ perceptions of emotional intelligence in relation to the sales performances of a German group of companies that work in an international context. Outstanding sales performance is considered a financial predictor for projecting cash flow. Thus, salespeople in a complex and modern environment must improve their skills by developing and understanding incorporated solutions and relationship building for high-value goods and services (Lian & Laing 2006; Sharma 2007; Sheth & Sharma 2008, as cited in Le Meunier-FitzHugh, Baumann, Palmer, & Wilson, 2011, p. 423). The literature review provides a critical evaluation, analysis, and discussion of the academic field of emotional intelligence models (Bar-On, 1997; Goleman, 1996, 2001; Mayer & Salovey, 1997; Mayer, Caruso, & Salovey, 2016; Petrides & Furnham, 2001; Salovey & Mayer, 1989) based on a narrative approach. However, the partly systematic literature review around sales performance and emotional intelligence led the author to identify five possible selling steps likely influenced by emotional intelligence abilities used during salespersons’ interactions with customers. This research contributes to identifying the link between emotionally intelligent salespeople and the sales performances of their companies, whereas emotional intelligence was better researched through interactive mechanism rather than through individual measurement of a quotient. The data generation and analysis comprised a semi-structured interview methodology followed by a constant comparison of data using the computer assisted qualitative data analysis software NVivo. Consequently, the author was able to rephrase and link abilities of emotional intelligence in terms of salespersons’ perceptions and their companies’ sales performances. The results are highlighted in a table linked with quotations of practitioners, and might be used as a supporting matrix of emotional intelligence abilities for salespersons’ interactions and trainings.

Item Type: Thesis (DBA)
Thesis Advisors:
Thesis AdvisorEmailURL
Veale, Franciscafveale@glos.ac.ukhttps://www.glos.ac.uk/staff/profile/francisca-veale/
Dean, Aftabadean@glos.ac.ukhttps://www.glos.ac.uk/staff/profile/aftab-dean/
Uncontrolled Keywords: Emotional intelligence; Sales employees' perceptions; Sales performance; Salespersons' interactions; Semi-structured interviews
Subjects: H Social Sciences > HF Commerce > HF5001 Business > HF5410 Marketing
Divisions: Schools and Research Institutes > Gloucestershire Business School > Marketing, Events, Hospitality and Tourism
Research Priority Areas: Applied Business & Technology
Depositing User: Susan Turner
Date Deposited: 22 Jul 2021 11:15
Last Modified: 02 Aug 2021 11:20
URI: http://eprints.glos.ac.uk/id/eprint/9985

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