The IPS-EQ Model: Interpersonal Skills and Emotional Intelligence in a Sales Process

References

• Abratt, Russell, and Phillip Michael Kelly (2002), “Customer–Supplier Partnerships: Perceptions of a Successful Key Account Management Program,” Industrial Marketing Management, 31 (5), 467–476.
   Google Scholar
• Achrol, Ravi S., and Philip Kotler (1999), “Marketing in the Network Economy,” Journal of Marketing, 63 (4), 146–163.
   Google Scholar
• Alge, Bradley J., Maria T. Gresham, Robert L. Heneman, Julie Fox, and Rosemary McMasters (2002), “Measuring Customer Service Orientation Using a Measure of Interpersonal Skills: A Preliminary Test in a Public Service Organization,” Journal of Business & Psychology, 16 (3), 467–476.
   Google Scholar
• Ambady, Nalini, Mary Anne Krabbenhoft, and Daniel Hogan (2006), “The 30-Sec Sale: Using Thin-Slice Judgments to Evaluate Sales Effectiveness,” Journal of Consumer Psychology, 16 (1), 4–13.
   Google Scholar
• Andersen, Poul Houman, and Rajesh Kumar (2006), “Emotions, Trust and Relationship Development in Business Relationships: A Conceptual Model for Buyer–Seller Dyads,” Industrial Marketing Management, 35 (4), 522–535.
   Google Scholar
• Anselmi, Kenneth, and James E. Zemanek, Jr. (1997), “Relationship Selling: How Personal Characteristics of Salespeople Affect Buyer Satisfaction,” Journal of Social Behavior & Personality, 12 (2), 539–550.
   Google Scholar
• Bagozzi, Richard P. (1991), Principles of Marketing Management, New York: Macmillan.
   Google Scholar
• Bar-On, Reuven (1997), The Emotional Quotient Inventory (EQ-i): Technical Manual, Toronto: Multi-Health Systems.
   Google Scholar
• Bar-On, and James D.A. Parker (2000), The Handbook of Emotional Intelligence, San Francisco: Jossey-Bass.
   Google Scholar
• Basir, Mohd Sah, Syed Zamberi Ahmad, and Philip J. Kitchen (2010), “The Relationship Between Sales Skills and Salesperson Performance: An Empirical Study in the Malaysia Telecommunications,” International Journal of Management & Marketing Research, 3(1), 51–73.
   Google Scholar
• Ben Ze’ev, Aharon (2000), The Subtlety of Emotions, Cambridge: MIT Press.
   Google Scholar
• Boles, James, Thomas Brashear, Danny Bellenger, and Hiram Barksdale, Jr. (2000), “Relationship Selling Behaviors: Antecedents and Relationship with Performance,” Journal of Business & Industrial Marketing, 15 (2–3), 141–153.
   Google Scholar
• Bonoma, Thomas V. (1982), “Major Sales: Who Really Does the Buying?” Harvard Business Review, 60 (3), 111–119.
   Google Scholar
• Borg, Susanne, and Wesley J. Johnston (1978), “The Social Psychology of Industrial Buying and Selling,” Industrial Marketing Management, 7 (4), 213–224.
   Google Scholar
• Borg, Susanne, and Per V. Freytag (2012), “Helicopter View: An Interpersonal Relationship Sales Process Framework,” Journal of Business & Industrial Marketing, 27 (7), 564–571.
   Google Scholar
• Brown, F. William, and Dan Moshavi (2005), “Transformational Leadership and Emotional Intelligence: A Potential Pathway for an Increased Understanding of Interpersonal Influence,” Journal of Organizational Behavior, 26 (7), 867–871.
   Google Scholar
• Butler, Colleen J., and Paul S. Chinowsky (2006), “Emotional Intelligence and Leadership Behavior in Construction Executives,” Journal of Management in Engineering, 22 (3), 119–125.
   Google Scholar
• Churchill, Gilbert A., Jr., Neil M. Ford, and Orville C. Walker, Jr. (1985), Sales Force Management: Planning, Implementation, and Control, Homewood, IL: Irwin.
   Google Scholar
• Churchill, Gilbert A., Neil M. Ford, Steven W. Hartley, and Orville C. Walker, Jr. (1985), “The Determinants of Salesperson Performance: A Meta-Analysis,” Journal of Marketing Research, 22 (2), 103–118.
   Google Scholar
• Ciarrochi, Joseph, Joseph P. Forgas, and John D. Mayer (2001), Emotional Intelligence in Everyday Life: A Scientific Inquiry, Lillington, NC: Psychology Press.
   Google Scholar
• Comer, Lucette B., and Tanya Drollinger (1999), “Active Empathetic Listening and Selling Success: A Conceptual Framework,” Journal of Personal Selling & Sales Management, 19, 1 (Winter), 15–29.
   Google Scholar
• Gronroos, Christian (1988), “Service Quality: The Six Criteria of Good Perceived Service,” Review of Business, 9 (3), 10–13.
   Google Scholar
• Groves, Kevin S., Mary Pat McEnrue, and Winny Shen (2008), “Developing and Measuring the Emotional Intelligence of Leaders,” Journal of Management Development, 27 (2), 225–250.
   Google Scholar
• Guenzi, Paolo (2002), “Sales Force Activities and Customer Trust,” Journal of Marketing Management, 18 (7–8), 749–778.
   Google Scholar
• Guenzi, Paolo, Catherine Pardo, and Laurent Georges (2007), “Relational Selling Strategy and Key Account Managers’ Relational Behaviors: An Exploratory Study,” Industrial Marketing Management, 36 (1), 121–133.
   Google Scholar
• Homburg, Christian, and Ove Jensen (2007), “The Thought Worlds of Marketing and Sales: Which Differences Make a Difference?” Journal of Marketing, 71 (3), 124–142.
   Google Scholar
• Humphreys, Michael A., and Michael R. Williams (1996), “Exploring the Relative Effects of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction,” Journal of Personal Selling & Sales Management, 16, 3 (Summer), 47–57.
   Google Scholar
• Hutt, Michael D., Wesley J. Johnston, and John R. Ronchetto, Jr. (1985), “Selling Centers and Buying Centers: Formulating Strategic Exchange Patterns,” Journal of Personal Selling & Sales Management, 5 (1), 32–40.
   Google Scholar
• Ingram, Thomas N., Raymond W. LaForge, William B. Locander, Scott B. MacKenzie, and Philip M. Podsakoff (2005), “New Directions in Sales Leadership Research,” Journal of Personal Selling & Sales Management, 25, 2 (Spring), 137–154.
   Google Scholar
• Jaramillo, Fernando, William B. Locander, Paul E. Spector, and Eric G. Harris (2007), “Getting the Job Done: The Moderating Role of Initiative on the Relationship Between Intrinsic Motivation and Adaptive Selling,” Journal of Personal Selling & Sales Management, 27 (1), 59–74.
   Google Scholar
• Jobber, David, and Geoff Lancaster (2009), Selling and Sales Management, 8th ed., Harlow, UK: Prentice Hall.
   Google Scholar
• Johnson, C.E. “Buzz” (1994), “The 7%, 38%, 55% Myth,” Anchor Point, 32 (July), 32–36.
   Google Scholar
• Jones, Eli, Andrea L. Dixon, Lawrence B. Chonko, and Joseph P. Cannon (2005), “Key Accounts and Team Selling: A Review, Framework, and Research Agenda,” Journal of Personal Selling & Sales Management, 25, 2 (Spring), 182–198.
   Google Scholar
• Kidwell, Blair, Richard G. McFarland, and Ramon A. Avila (2007), “Perceiving Emotion in the Buyer–Seller Interchange: The Moderated Impact on Performance,” Journal of Personal Selling & Sales Management, 27, 2 (Spring), 119–132.
   Google Scholar
• Kidwell, Blair, David M. Hardesty, Brian R. Murtha, and Shibin Sheng (2011), “Emotional Intelligence in Marketing Exchanges,” Journal of Marketing, 75 (1), 78–95.
   Google Scholar
• Lane, Nikala, and Nigel Piercy (2004), “Strategic Customer Management: Designing a Profitable Future for Your Sales Organization,” European Management Journal, 22 (6), 659–668.
   Google Scholar
• Lang, Peter, Margaret Bradley, and Bruce Cuthbert (1998), “Emotion, Motivation and Anxiety: Brain Mechanisms and Psychophysiology,” Biological Psychiatry, 44 (12), 1248–1263.
   Google Scholar
• Leach, Mark P., Annie H. Liu, and Wesley J. Johnston (2005), “The Role of Self-Regulation Training in Developing the Motivation Management Capabilities of Salespeople,” Journal of Personal Selling & Sales Management, 25 (3) (Summer), 269–281.
   Google Scholar
• Leigh, Thomas W., Ellen Bolman Pullins, and Lucette B. Comer (2001), “The Top Ten Sales Articles of the 20th Century,” Journal of Personal Selling & Sales Management, 21 (3) (Summer), 217–227.
   Google Scholar
• Leuthesser, Lance, and Ajay K. Kohli (1995), “Relational Behavior in Business Markets: Implications for Relationship Management,” Journal of Business Research, 34 (3), 221–233.
   Google Scholar
• Lorge, Sarah, and Keri Smith (1998), “Getting into Their Heads,” Sales & Marketing Management, 150 (2), 58–64.
   Google Scholar
• Mayer, John D., and Peter Salovey (1997), “What Is Emotional Intelligence?” in Emotional Development and Emotional Intelligence: Educational Implications, Peter Salovey and David Sluyter, eds., New York: Basic Books, 3–31.
   Google Scholar
• Mayer, John D., David R. Caruso, and Peter Salovey (1999), “Emotional Intelligence Meets Traditional Standards for an Intelligence,” Intelligence, 27 (4), 267–298.
   Google Scholar
• Mayer, John D., Peter Salovey, and David R. Caruso (2000), “Emotional Intelligence as Zeitgeist, as Personality, and as Standard Intelligence,” in Handbook of Emotional Intelligence, Reuven Bar-On and James D.A. Parker, eds., New York: Jossey-Bass, 92–117.
   Google Scholar
• McBane, Donald A. (1995), “Empathy and the Salesperson: A Multidimensional Perspective,” Psychology & Marketing, 12(4), 349–370.
   Google Scholar
• Mehrabian, Albert (1971), Silent Messages, Belmont, CA: Wadsworth
   Google Scholar
• Moncrief, William C., and Greg W. Marshall (2005), “The Evolution of the Seven Steps of Selling,” Industrial Marketing Management, 34 (1), 13–22.
   Google Scholar
• Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64, 1 (Spring), 5–6.
   Google Scholar
• Park, Jeong-Eun, and Betsy B. Holloway (2003), “Adaptive Selling Behavior Revisited: An Empirical Examination of Learning Orientation, Sales Performance, and Job Satisfaction,” Journal of Personal Selling & Sales Management, 23, 3 (Summer), 239–251.
   Google Scholar
• Plank, Richard E., and David A. Reid (1996), “The Mediating Role of Sales Behaviors: An Alternative Perspective of Sales Performance and Effectiveness,” Journal of Personal Selling & Sales Management, 14, 3 (Summer), 43–56.
   Google Scholar
• Quebbeman, Amanda J., and Elizabeth J. Rozell (2002), “Emotional Intelligence and Dispositional Affectivity as Moderators of Workplace Aggression: The Impact on Behavior Choice,” Human Resource Management Review, 12 (1), 125–143.
   Google Scholar
• Reday, Peter A., Roger Marshall, and A. Parasuraman (2009), “An Interdisciplinary Approach to Assessing the Characteristics and Sales Potential of Modern Salespeople,” Industrial Marketing Management, 38 (7), 838–844.
   Google Scholar
• Rentz, Joseph O., C. David Shepherd, Armen Tashchian, Pratibha A. Dabholkar, and Robert T. Ladd (2002), “A Measure of Selling Skill: Scale Development and Validation,” Journal of Personal Selling & Sales Management, 22, 1 (Winter), 13–21.
   Google Scholar
• Riggio, Ronald E. (1986), “Assessment of Basic Social Skills,” Journal of Personality and Social Psychology, 51 (3), 649–660.
   Google Scholar
• Riggio, Ronald E., and Joanne Lee (2007), “Emotional and Interpersonal Competencies and Leader Development,” Human Resource Management Review, 17 (4), 418–426.
   Google Scholar
• Rozell, Elizabeth J., Charles E. Pettijohn, and R. Stephen Parker (2004), “Customer-Oriented Selling: Exploring the Roles of Emotional Intelligence and Organizational Commitment,” Psychology & Marketing, 21 (6), 405–424.
   Google Scholar
• Salovey, Peter, and David Sluyter (1997), “Emotional Development and Emotional Intelligence,” in Emotional Development and Emotional Intelligence: Educational Implications, Peter Salovey and David Sluyter, eds., New York: Basic Books, 3–32.
   Google Scholar
• Schwepker, Charles H., Jr. (2003), “Customer-Oriented Selling: A Review, Extension, and Directions for Future Research,” Journal of Personal Selling & Sales Management, 23, 2 (Spring), 151–171.
   Google Scholar
• Sheridan, Michael J., Sarah Horgas, Isao Fukunishi, and Thomas N. Wise (2006), “A Revised Emotional Intelligence Scale: Factor Re-Evaluation and Item Reduction,” Psychological Reports, 98 (1), 65–71.
   Google Scholar
• Spiro, Rosann L., and Barton A. Weitz (1990), “Adaptive Selling: Conceptualization, Measurement, and Nomological Validity,” Journal of Marketing Research, 27 (1), 61–69.
   Google Scholar
• Sujan, Harish (1999), “Optimism and Street-Smarts: Identifying and Improving Salesperson Intelligence,” Journal of Personal Selling & Sales Management, 19, 3 (Summer ), 17–33.
   Google Scholar
• Timor, Mehpare, and V. Late Tuzuner (2006), “Sales Representative Selection of Pharmaceutical Firms by Analytic Hierarchy Process,” Journal of American Academy of Business, Cambridge, 8 (1), 287–293.
   Google Scholar
• Toncar, Mark F., Jane S. Reid, David J. Burns, Cynthia E. Anderson, and Hieu P. Nguyen (2006), “Uniform Assessment of the Benefits of Service Learning: The Development, Evaluation, and Implementation of the SELEB Scale,” Journal of Marketing Theory and Practice, 14, 3 (Summer), 223–238.
   Google Scholar
• Verbeke, Willem, and Richard P. Bagozzi (2000), “Sales Call Anxiety: Exploring What It Means When Fear Rules a Sales Encounter,” Journal of Marketing, 64 (3), 88–101.
   Google Scholar
• Vilela, Belén Bande, José Antonio Varela González, Pilar Fernández Ferrín, and M. Luisa del Río Araújo (2007), “Impression Management Tactics and Affective Context: Influence on Sales Performance Appraisal,” European Journal of Marketing, 41 (5–6), 624–639.
   Google Scholar
• Wachner, Trent, Christopher R. Plouffe, and Yany Grégoire (2009), “SOCO’s Impact on Individual Sales Performance: The Integration of Selling Skills as a Missing Link,” Industrial Marketing Management, 38 (1), 32–44.
   Google Scholar
• Weisinger, Hendrie (1998), Emotional Intelligence at Work, San Francisco: Jossey-Bass.
   Google Scholar
• Weitz, Barton A., and Kevin D. Bradford (1999), “Personal Selling and Sales Management: A Relationship Marketing Perspective,” Journal of Academy of Marketing Science, 27 (2), 241–254.
   Google Scholar
• Weitz, Barton A., Stephen B. Castleberry, and John Tanner (2004), Selling: Building Partnerships, Boston: McGraw-Hill.
   Google Scholar
• Weitz, Barton A., Harish Sujan, and Mita Sujan (1986), “Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness,” Journal of Marketing, 50 (4), 174–191.
   Google Scholar
• Williamson, Oliver E. (1975), Market and Hierarchy: Analysis and Antitrust Implications. New York: Free Press.
   Google Scholar
• Wood, John Andy (2006), “NLP Revisited: Nonverbal Communications and Signals of Trustworthiness,” Journal of Personal Selling & Sales Management, 26, 2 (Spring), 197–204.
   Google Scholar
• Young, Louise, and Gerald Albaum (2003), “Measurement of Trust in Salesperson–Customer Relationships in Direct Selling,” Journal of Personal Selling & Sales Management, 23, 3 (Summer), 253–269.
   Google Scholar
• Zemack-Rugar, Yael, James R. Bettman, and Gavan J. Fitzsimons (2007), “The Effects of Nonconsciously Priming Emotion Concepts on Behavior,” Journal of Personality and Social Psychology, 93 (6), 927–993.
   Google Scholar