TITLE

IMPROVING RELATIONSHIP SELLING THROUGH FAILURE ANALYSIS AND RECOVERY EFFORTS: A FRAMEWORK AND CALL TO ACTION

AUTHOR(S)
Gonzalez, Gabriel R.; Hoffman, K. Douglas; Ingram, Thomas N.
PUB. DATE
January 2005
SOURCE
Journal of Personal Selling & Sales Management;Winter2005, Vol. 25 Issue 1, p57
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
Despite widespread recognition that relationship selling should focus on long-term, mutually satisfying buyer--seller relationships, current conceptualizations overlook two important components: salesperson failure analysis and recovery efforts. This paper proposes that salespeople should be trained in five intertwined skill set areas of failure analysis and recovery efforts: failure identification; failure attribution; recovery strategy selection; recovery implementation; and tracking, monitoring, and evaluating effectiveness. This paper is intended to (1) stimulate empirical investigations regarding these two important areas of study and (2) provide a framework to facilitate sales training in failure analysis and recovery efforts.
ACCESSION #
17200369

 

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