Salesperson's listing ability related to relationship selling

1. Help me!!!
Help me!!!
Would you please help me?????
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2. Empathy to relationship building
Empathy
Communication
Understanding
Trust
Relationship
Empathetic listening
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3. Welcome
Salesperson’s listening ability as an
antecedent to relationship selling
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4. Group Members
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Arna Banerjee
120324
Niaz Bhuian
120354
Priyanka Hui Chowdhury
120316
Memosha Mausak Rahman
120352
Sumona Hossain
120336
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5. Relationship selling
 Positively related with listing
 Creates trust
 Builds up long term relationship
 Mediates sales performance
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Excellent
verbal
communic
ation skills
Excellent
non-
verbal
communic
ation skills
Excellent
listening
skills
Productive relationship with customer

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• Sensations are received by the
ear and transmitted to the
brain
Hearing
• Interpreting and
understanding the significance
of the sensory process
Listening
Hearing vs. Listening

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How can one listen with empathy?

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Listen carefully with an open mind
Build positive surroundings

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Always have a listening posture
Don’t change the subject by
interrupting the speaker

11. Dimensions
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AEL
Sensing Processing Responding

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TRUST

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Builds Respect
Benefits
Reduce Tension
Release Emotions
Solves Problem

15. Sample
- Survey sent to 2,500 salespeople
- 81% male, 65.7 % involved in B2B sales, 24% resellers
- 8.2% Response rate
- Salespeople involved in both long- term and short -term relationship
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16. Measures
- Likert type seven point scales
- Two step procedure
- The active empathetic scale
- Williams and Attaway scale
- Ganesan’s instrument
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17. Discussions
- Positive relation between trust and relationship
- Strong relationship between AEL and trust
- Trust as an indicator of performance
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Managerial Implication

19. Limitations…
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The Future

21. Questions?????
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