Why are Some Salespeople More Aggressive than Others? |
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Authors: | Wan-Ju Iris Franz |
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Institution: | 1.Cameron School of Business,University of St. Thomas at Houston,Houston,USA |
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Abstract: | Why are salespeople in certain industries (such as cars and mattresses) aggressive, while their counterparts in other industries (such as luxury boutiques) relatively customer-oriented? Using a principal-agent-customer model, this paper demonstrates that the level of salesperson aggressiveness depends on: (1) the proportion of customers with a high willingness to pay; (2) whether or not customers are well-informed and (3) repeat customers. If the proportion of customers with a high willingness to pay is relatively large, then salespeople tend to be customer-oriented. By contrast, if the proportion of customers with a high willingness to pay is relatively small, then salespeople tend to be aggressive toward uninformed customers while well-informed customers shun the store. Finally, if the proportion of customers with a high willingness to pay is relatively small, then in an infinitely repeated game, the agent can close sales with well-informed customers without being aggressive, provided that the principal is patient enough about future profit. |
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