How Does a Salesperson Improve their Performance? The Importance Role of Customer Smart Response Capability

Diana  Aqmala; Elia  Ardyan

Diana Aqmala Universitas Dian Nuswantoro
Elia Ardyan Sekolah Tinggi Ilmu Ekonomi Surakarta

Keywords: customer smart response capability, selling orientation, sensing capability, sales training effectiveness, salesperson performance

Abstract

A salesperson is the part of a company who will always meet its customers. A salesperson should have the capability of responding to the customers. This research aims at examining the importance of the salesperson’s customer smart response capability for the insurance industry in Indonesia. The respondents in this research are 317 salespeople who work in the insurance industry. This research uses structural equation modeling to process its data. The results of this research show the importance of the customer smart response capability in the insurance industry. This customer smart response capability can improve a salesperson’s performance. Additionally, the customer smart response capability mediates the influence of customer sensing on the salesperson’s performance and mediates the influence of sales training’s effectiveness on the salesperson’s performance.

Author Biographies

Diana Aqmala, Universitas Dian Nuswantoro

AQMALA, Diana, is a lecturer in the management department at Dian Nuswantoro University, Semarang. She began teaching since 2011 until now at the concentration of marketing management. She earned her MM (2008) in management from Universitas Diponegoro; and her Dr. (2018) in management from Universitas Diponegoro. Her research area is salespeople performance, customer behavior, selling and marketing. Her publication has been published in International Journal of Green Economics and Quality-Access to Success Journal.

Author’s contact detail: Jl. Imam Bonjol no. 207, Pendrikan Kidul, Semarang, Central Java, Indonesia, cellular number +6282138777133; e-mail: diana.aqmala@gmail.com.

Elia Ardyan, Sekolah Tinggi Ilmu Ekonomi Surakarta

ARDYAN, Elia, is a lecturer and researcher at Sekolah Tinggi Ilmu Ekonomi Surakarta, Indonesia. He begins to be lecturer and researcher from 2011 until now. His research area in entrepreneurship, small-medium enterprises, marketing. He earned his MBA (2010) in management from Universitas Gadjah Mada; and his Dr. (2018) in management from Universitas Diponegoro. His publication has been published in several Scopus indexed international journals (Trziste; International Review of Management and Marketing; DLSU Business and Economics Review; International Journal of Sociotechnology and Knowledge Development; International Journal of Civil Engineering and Technology; International Journal of Social Ecology and Sustainable Development; International Journal of Services, Economics and Management; International Journal of Electronic Customer Relationship Management; International Journal of Business and Society; International Journal of Management in Education; Journal of Business and Retail Management Research; International Journal of Asian Business and Information Management; Asia Pacific Management Review; Journal of Research in Marketing and Entrepreneurship; International Journal of Service and Operation Management).

Author’s contact detail: Jl. Slamet Riyadi Makamhaji No. 435, Kartasura, Kabupaten Sukoharjo, Central Java, Indonesia, cellular number +6285229299972; e-mail: ardyan.sbs@gmail.com.

References

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