1. EMOTIONAL INTELLIGENCE APPLIED TO GLOBAL SALES CHANNELS Dr. Tim Mantz, Keiser University. Dr. Felicia Guity, Keiser University Dr. Richard Mendelson, Keiser University. Dr. Jeff Ritter, Keiser University

2. Prior Research Emotional Intelligence Management Performance

3. This Research Not used in sales Emotional Intelligence Sales Channel

4. Introduction Customer relationships – Satisfaction Customer orientation

5. Emotional Intelligence not studied for sales performance Introduction

6. Salovey and Mayer (1990) Emotional Intelligence Literature

7. Comprehend emotions and actions of one self and others, and regulate one’s response accordingly Emotional Intelligence Definition

8. High Emotional Intelligence correlated to better leaders and managers Literature

9. High Emotional Intelligence correlated to higher performance of managers Literature

10. New Selling Strategy Satisfaction over sales Literature

11. Market Orientation Customer wants and needs Literature

12. Market Orientation Long term satisfaction – Customer needs before company needs Literature

13. Sales orientation (Saxe & Weitz, 1982) – Low regard for customer needs – High pressure sales Literature

14. Introduction Franke and Park (2006) Customer orientation – Significant impact on sales Jaramillo & Grisaffe (2009)

15. Literature Weitz, 1981 Sales Training – Direct effect on results Customer orientation had the most effect (Franke & Park, 2006)

16. Personality traits important EI and personality traits -mixed model of emotional intelligence. (Spencer & Spencer, 1993, Mayer, Salovey, & Caruso, 2000) Literature

17. Sales performance and leadership Sales relationships and customer orientation EI could be a good predictor

18. Research Question 1: What is the relationship between emotional intelligence and higher sales? Research Question 2: What is the relationship between emotional intelligence and customer satisfaction? Research Question 3: What is the relationship between customer satisfaction and higher sales? Research Question 4: Does EI mediate the relationship between customer orientation and sales outcomes? Research Question 5: Do demographic factors have a significant correlation to SOCO, EI, or to sales? Research Questions

19. H1o: There is no relationship between emotional intelligence and higher sales. H1a: There is a relationship between emotional intelligence and higher sales. H2o: There is no relationship between emotional intelligence and customer satisfaction. H2a: There is a relationship between emotional intelligence and customer satisfaction. Hypotheses

20. H5o: There is no correlation between demographic factors and SOCO, EI, or sales. H5a: There is significant correlation between demographic factors and SOCO, EI, or sales.

21. Instrument es Genos EI (Gignac, 2008) – Emotional Intelligence: evaluates an individual’s capacity to manage emotions in the workplace appropriately, professionally, and in a productive manner.

22. Genos EI Instrument es The subscales include Emotional Self-Awareness (ESA), Emotional Expression (EE), Emotional Awareness of Others (EAO), Emotional Reasoning (ER), Emotional Self- Management (ESM), Emotional Management of Others (EMO), and Emotional Self-Control (ESC).

23. SOCO survey instrument (Michaels & Day, 1985) Sales Orientation Or Customer Orientation – Sales were included – Sales customer scores aggregated by sales person Instrument

24. Instruments Instrument Demographic questionnaire

25. Positive correlation between EI awareness of others (EAO) and Sales outcomes Findings

26. Country of origin, gender, age, education level, and duration in marketing/sales significantly exhibit a significant positive relationship with sales Findings

27. Outcomes matched prior studies SOCO

28. the correlation coefficient results for sales and country of origin, gender, age, and sales experience: All had a p value that is less than the critical value of 0.05 Coefficients For Sales and EI Subscales

29. Research Question 1: What is the relationship between emotional intelligence and higher sales?  H1o: There is no relationship between emotional intelligence and higher sales.  H1a: There is a relationship between emotional intelligence and higher sales. Results

30. No significant relationship exists between SOCO and EI subscales  r= -0.088  p= 0.651 SOCO and EI subscales

31. Research Question 2: What is the relationship between emotional intelligence and customer satisfaction?  H2o: There is no relationship between emotional intelligence and customer satisfaction.  H2a: There is a relationship between emotional intelligence and customer satisfaction. Results

32. EI and Sales No significant relationship exists between EI and sales.  r= 0.141 p= 0.466

33. Results Research Question 3: What is the relationship between customer satisfaction and higher sales?  H3o: There is no relationship between customer satisfaction and higher sales.  H3a: There is a relationship between customer satisfaction and higher sales. Results

34. SOCO and Sales No significant relationship exists between these variables.  r= -0.170  p= 0.406

35. Research Question 4: Does EI mediate the relationship between customer orientation and sales outcomes?  H4o: There is no mediation of the relationship between customer orientation and sales outcomes.  H4a: There is mediation of the relationship between customer orientation and sales outcomes Results

36. EAO subscale is significant.  p= 0.023 There were no instances in which a direct relationship was established to EI, SOCO, and sales collectively, but there were multiple examples of alignment through subcategories or contextual inferences. EI Mediation of CO and Sales

37. Research Question 5: Do demographic factors have a significant correlation to SOCO, EI, or to sales?  H5o: There is no correlation between demographic factors and SOCO, EI, or sales.  H5a: There is significant correlation between demographic factors and SOCO, EI, or sales. Results

38. Demographic factors DID have an impact on sales.

39. EI should be incorporated into employee selection processes. EI training should be provided to existing human capital within any organization of which sales area part. Implications

40. Increase Sample Size Diversify sample population in terms of demographics. Employ an EI assessment different from the self-report format, perhaps the EQi360. Recommendations for Future Research

41. Strengths:  One of very few empirical studies that test EI and its correlation to sales and customer satisfaction.  Global scope of the study negates all concerns about demographics and workgroup biases. Weaknesses:  Sample size for this research was relatively small.  Use of a self-assessment measure of EI raises issues.  The most pronounced limitation was the condition of voluntary participation. Strengths and Limitations

42. Thank You!!!!!!

43. Statistics and Results