2021/02/26 by Prathamesh Muzumdar, Muzumdar, Prathamesh, Ganga Prasad Basyal +3 · 1 citation
Business, Management and Accounting · Decision Sciences · Mathematics · #Applications (stat.AP) #Consumer Retail Behavior Studies #Customer Service Quality and Loyalty #FOS: Computer and information sciences #Technology Adoption and User Behaviour #stat.AP
paper · pdf · doi:10.48550/arxiv.2103.00054
arxiv created 2021/02/26 · openalex publication_date 2021/02/26 · arxiv updated 2021/03/02 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28
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.