Moderating effects of retail operations and hard-sell sales techniques on salesperson's interpersonal skills and customer repurchase intention

TL;DR

This study investigates how retail operations and hard-sell techniques influence the impact of salesperson's interpersonal skills on customer repurchase intentions, highlighting the importance of retail environment and sales tactics.

Contribution

It reveals the moderating effects of retail operations and hard-sell strategies on the relationship between interpersonal skills and repurchase intention, an area previously underexplored.

Findings

Retail operations significantly moderate the relationship between interpersonal skills and repurchase intention.

Hard-sell sales techniques negatively influence customer repurchase intention.

Retail environment factors are crucial in shaping sales outcomes.

Abstract

Salesperson's interpersonal skills have always played an important role in influencing various stages of customer's purchase decision. With the increase in retail outlets and merchandisers, retail operations have taken a pivotal role in influencing the salesperson's sales practices and customer's purchase decisions.This study tries to examine the influence of retail operations and hard-selling startegies on the relationship between salesperson's interpersonal skills and customer repurchase intention. Salesperson's interpersonal skills are the trained and tacit competencies that a salesperson employs to improve customer relationship and sales performance. Many organizations prefer skill training fails to attract repetitive purchases due to unavoidable extraneous factors. It has become a necessity to understand the role of extraneous factors like retail operations on the relationship between salesperson's interpersonal skills and customer repurchase intention. The findings suggest that retail operations significantly moderate the relationship between salesperson's interpersonal skills and customer repurchase intention. We also find that hard-sell sales techniques play a significant moderating role in negatively infleuncing customer repurchase intention . This study has important implications for retailers and sales managers.