Great Northern American Case Study Essay

The textbook defines perception as the process by which the single selects, organizes, interprets, and resolves to info. The Oxford dictionary defines perception as the office to see, hear, or become witting of something through the senses the way in which something is regarded, understood, or interpreted. Your perception is your reality, therefore statements much(prenominal) as, the customer is always right, hold true to a accredited extent. What good deal comprehend is what they recollect, based on what they see, hear, and think. Perception affects decision making and the choices stack pull out. This is why it is imperative not only for the gross revenue lot of Great Northern American to understand how battalion form perceptions, but this is important for any psyche looking to build business relationships and loyal customers. Customer satisfaction is life-or-death to create business relationships and repeat customers. To be successful, gross salespeople must quick ly expose opportunities and predict the changing ineluctably and wants of customers.Recent advances in customer equity research have rekindled the importance of understanding how customers form perceptions of satisfaction and spirit (Blattberg and Deighton, 1996). It is also essential for Joe Salatinos sales force to understand that the drivers of customer satisfaction may shift over time. Things happen gradually and peoples perception may change. Why do consumers discern true products to purchase over others? agree to Don Shapiro, President and Founder of beginning Concepts Consultants, Inc, flock tell apart yes beca go for they see a high perceived nurse in what is offered for sale. If perceptions of time esteem ar high, the more than than likely the sale al subaltern for be made. Closing the sale is primarily nigh raising the customers perceptions of value as high as possible (Shapiro, 2012). This is where things like subscribing to prospects local newspapers and researching things they value come into play. The average fancyd and trained sales person does not go far adequate in developing these things with their prospects.They do enough to be a good producer butlose sales they could have closed had they just d wholeness a bit more. They simply do not fully understand what is going on in spite of appearance their prospects minds, everything that might affect the prospects decisions and what would increase the prospects perceptions of value the more or less (Shapiro, 2012). Some statistics say the top ten percent of salespeople comprehend what goes on inside a location clients mind, their understanding of how people form perceptions gives them a competitive advantage. Attribution is the method in which people use information to flummox conclusions about the causes of behavior or events. The ability to determine how people make attributions is a tremendous positive for the salespeople of Great Northern American. This grammatical const ituent gives them an opportunity to take the information in order to convince perspective clients to make the purchase.The 30-person sales force of the Great Northern American telecommerce Company works on commission and bonuses, therefore I moot the expectancy theory would be most appropriate for Joe Salatino to take. In the inquiry of behavioral issues related to sales force pay, expectancy theory has enjoyed considerable popularity. The expectancy theory suggests that both the desirability of the reward or payment (referred to as valance) and an individuals estimate of the likelihood of attaining that reward (referred to as expectancy) argon important determinants of a salespersons behavior. In the context of use of sales fee issues, expectancy theory suggests that any method of compensation should (1) tie reward to doing, and (2) strengthen the salespersons perceived conjunction between performance and the reward received (Chowdhury and Massad, 1997). Motivational str ategies atomic number 18 necessary for the expectancy theory, motivation and performance ar positively correlated.An increase in the level of motivation should correspond to an increase in the amount of essay expended in selling travails, which in turn should improve performance (Chowdhury and Massad, 1997). According to the case study, the Great Northern American salesroom features all kinds of motivational devices such as rotating blues lights along with noise and a abstain pace, all which create a perfect environment for the expectancy theory. death penalty the expectancy theory can prove to be a challenging, save purposeful task that goes beyond an annual re bewitch. Six implementations Joe Salatino could use to apply the expectancy theory include 1) to make expectations clear, 2) provide continuous feedback, 3)use corrective actions privately, 4) believe in your employees, 5) use praise tactics publicly, and 6) make rewards achievable. According to David Burkus, the edi tor of LDRLB, employees without goals will be naturally aimless. Joe Salatino should provide his sales team with clear achievable goals and make sure there are measurable standards in place to evaluate their performance.Giving immediate, continuous feedback allows an employee to kip down that their actions affect not just them, but the company as well up. Joe should lapse in mind that employees are motivated by setting goals and by receiving continuous feedback on where they stand relative to those goals. Recent research shows how recognise it can be when employees are aware they are making progress. closely people are discouraged by negative feedback, especially if they ascertain its embarrassing. Therefore, the most adequate place to discuss an ongoing, performance-related issue or correcting a recent, specific error is in an office, with the door closed. Joe should also believe in his employees the perception of a leaders trust is the key calculate of revolutionary leaders hip. Make announcements of praise publicly, make everyone aware when an employee has made a particularly outstanding presentation, sale, or any other notable achievement. even off though competition at Great Northern American is plastered for the sales force due to the internet users, it is still important to make bonuses and rewards achievable. Vary the basis for the awards, for example, top sales might be one category, but other categories can include top research or most diligent. Distinguish that numerous types of merits can motivate your employees to focus on amountitional areas of their performance. Other ways Mr. Salatino can help improve employees performance is by helping employees to experience the mastery of their work and then add challenges as their mastery starts to unfold. Leverage social persuasion by igniting opinion in employees while simultaneously arranging situations for their success. Highlight realistic models of engagement.help employees develop endurance while reducing anxiety and depression so they know they can do what is necessary to produce a certain outcome. Self-efficacy refers to peoples belief in their ability to muster up what is necessary to exercise control over lifes challenges. battalion with stronger self-importance-efficacious beliefs tend to set higher personal goals and remain committed to those goals in the face of adversity. They also view challenges as tasks to be masteredand receive quickly from setbacks. Self-efficacy is particularly relevant to success in sales where adversities such as rejection, stress, and competition are unavoidable aspects of the avocation. When salespeople hold strong self efficacious beliefs, they are better able to adjust to adversity and more likely to remain committed to assisting customers, making sales, and meeting quotas. In contrast, for salespeople who inadequacy confidence in their professional abilities, these adversities increase their sense of helplessness and falling o ff their commitment toward goal achievement, often leading to withdrawal from clients, the organization, or the profession (Lewin and Sager, 2010).Joe Salatino can leverage an understanding of the value of self-efficacy to ensure he hires the most successful salespeople in a number of different ways. He needs to be sure not to confuse self-esteem, which is having a good view of yourself with self-efficacy, which is belief about your ability and capacity to accomplish a task or to deal with the challenges of life. By keeping these two things distinct, Joe can choose better qualified candidates for Great Northern American. There is a major variation in the degree to which salespeople perceive job conditions as stressful. look has shown there are huge differences in the way individual salespeople respond to job stressors and view workloads. Self-efficacy is one of the determining factors. You can give superposable sales situations to two people and it will be viewed very differentl y depending on the level of self-efficacy.A salesperson with low self-efficacy may see to it the assignment intolerable and extremely stressful, whereas an individual with high self-efficacy may perceive it as practical and not stressful at all. Concluding that low self-efficacy can make people believe that tasks are harder than they actually are and may view job expectations as contrasting and confusing. Individuals with higher levels of self-efficacy are more capable of dealing with higher job demands and possess the ability to view difficult situations as a challenge rather than see them as a threat. Social cognitive theory suggests that individuals form beliefs about what they can and cannot do. Those beliefs are used to set individual goals, to predict consequences of behaviors, and to embark on actions required for goal achievement. Self-efficacy is the central mechanism of self-regulation.Peoples beliefs in their efficacy influence the choices they make, their aspirations, how much effort they mobilize in agiven endeavor, how long they persevere in the face of difficulties and setbacks, whether their thought patterns are self-hindering or self- supporting, the amount of stress they experience in coping with taxing environmental demands, and their vulnerability to depression. Sales research views self-efficacy as a little variable that can influence salespeoples perceptions and responses to challenges and negative situations on the job. People with higher self-efficacy believe in their ability to handle their work well and are more likely to become successful in their careers.Self-efficacy enhances employees willingness to uphold effort and master a challenge and thus, plays an important role in increasing work effectiveness, job satisfaction, and productivity. Because salespeople are monitored on their individual performance, experience high rates of rejection, and practice more autonomy, it is imperative for Mr. Salatino to select passing self-e fficacious individuals.In addition to searching for individuals with excellent communication skills, those that possess an optimistic attitude and are highly self-motivated, it would be to Great Northern Americans advantage for Joe to search for individuals who also possess conscientiousness and extraversion. Having the intimacy that self-efficacy is derived from mastery experiences, social persuasion, and stress resilience will also aid in selecting the most successful salespeople to help build an even more successful company now and in the historic period to come.ReferencesChowdhury, J., & Massad, V.J. (1997). An eclectic double of salesperson compensation toward a comprehensive framework of the determinants of sales compensation modes. Journal of Marketing Management (10711988), 7(1), 61-80.Learning Theories Knowledgebase (2012, November). Attribution Theory (Weiner) at Learning-Theories.com. Retrieved November 1st, 2012 from http//www.learning-theories.com/weiners-attributio n-theory.htmlLewin, J. E., & Sager, J. K. (2010). The Influence of personal Characteristics and Coping Strategies on Salespersons Turnover Intentions. Journal Of Personal Selling & Sales Management, 30(4), 355-370.Shapiro, D. Why people buy conclusions from 30 years studying prospects and salespeople. July 30, 2012. Retrieved on November 1, 2012 from http//www.marketingexecutives.biz/why-people-buy-conclusions-30-years-studying-prospects-and-salespeople