Analysis of Effective Control Practices in Sales Management: A Comparative Study in Developing Countries

Transcription

1 Analysis of Effective Control Practices in Sales Management: A Comparative Study in Developing Countries (Keywords: Selling behavior, sales performance evaluation, outcome performance, sales territory, compensation, sales effectiveness) Rajagopal and Amritanshu Rajagopal Working Paper 04/2006 JEL Codes: C99, M12, M31, M52, M54 Department of Marketing, Business Division Monterrey Institute of Technology and Higher Education, ITESM Mexico City Campus, Mexico DF May

2 Contact: Rajagopal, Ph.D. Professor, Department of Marketing Business Division, Monterrey Institute of Technology and Higher Education, ITESM Mexico City Campus 222, Calle del Puente, Tlalpan Mexico DF Homepage: Amritanshu Rajagopal Engineering Student, Department of Industrial and Systems Engineering Monterrey Institute of Technology and Higher Education, ITESM Mexico City Campus 222, Calle del Puente, Tlalpan Mexico DF

3 Abstract There are two perspectives on controlling the performance of salespeople - an outcome based perspective and behavior based perspective. The former process focuses on the objective measures of results while the latter perspective on performance control of salespeople incorporates complex and often subjective assessments of the attributes of sales people. A balance of these implications provides strong support for laying controls and evaluating the performance of sales people in varied socio-cultural selling situations. This study has been conducted in two developing countries in India and Mexico with varied socio-cultural selling situations. The study discusses the impact of sales territory design on these consequences in reference to the underlying rationale of management control, incentive pay, and territory design as predictors of performance and sales unit effectiveness and attempts to examine the relationships between incentive pay and management control and their impact on salesperson performance and sales organization effectiveness. 3

4 Market control emerges as a central control mechanism. The sales engineers became a part of a quasi-firm arrangement, along with the client's engineers and managers, who supervise their work. Management effort to ensure detailed documentation emerges as a second control mechanism. The necessity to document creates a dilemma for the sales engineers. They perceive documentation as a managerial tool designed to enhance control and limit their autonomy, but also as a professional norm (Darr, 2003). Industrial organizations largely implement direct management control and influence the activities of employees leading towards improving their efficiency (Anderson and Oliver, 1987; Eisenhardt, 1985; Ouchi, 1979). The extent monitoring of sales managers, directing, evaluating, and rewarding activities in an organization intend to guide sales force behavior through management control processes to achieve favorable results to the organization and the employees (Anderson and Oliver, 1987). Management control is thus recognized as an important performance indicator of the task performed by the salespeople (Cravens et al., 1993; Oliver and Anderson, 1994). Result oriented control internal marketing and market volatility are positively related to new product selling performance. The effect of sales force adoption on selling performance is stronger where outcome based control is used and where the firm provides information on the background of the new product to salespeople through internal marketing (Hultink and Atuhene, 2000). It has been observed that salespeople who simultaneously exhibit commitment and effort will achieve higher levels of new product selling performance. Improving our understanding of sales management control initiatives and their impact on salesperson and organization consequences is a relevant management issue. The sales performance in an international context has been emerged of significance managerial consideration in view of growing globalization and the need 4

5 to sustain competitive advantage (Anderson, 1996; Magrath, 1997; Samice & Roth, 1992). However, not much research attention has been given to sales management control beyond developed countries (Money and Graham, 1999), notwithstanding recognition of the critical role of the sales manager in international selling (DeCarlo et al., 1999; Honeycutt & Ford, 1995). This study carried out in two developing countries India and Mexico discusses the impact of sales territory design on these consequences in reference to the underlying rationale of management control, incentive pay, and territory design as predictors of performance and sales unit effectiveness and attempts to examine the relationships between incentive pay and management control and their impact on performance of the salespeople. The independent role of monitoring, directing, and evaluating activities in combination with incentive compensation as they relate to important salesperson and organization consequences have also been analyzed. Review of Literature and Hypotheses Framework In the high technology sales organizations external conditions can be expected to modify the relationships between the antecedents and the control system, since these industries evolve in a highly turbulent environment. It is revealed by a research study that both sales person and sales manager characteristics predict the control system. The uncertainty of environment and technological turbulence modify the relationships between most of the antecedents and the control system. However, few differences were found in the study as how the two industries respond to a turbulent environment (Lapierre and Skelling, 2005). A study of sales force working in the pharmaceutical companies in UK and Ireland explores how changes in the nature of the customer and the competitive environment are impacting on the way management are structuring 5

6 the work process and the nature of skills required. A central focus is whether these changes are pushing management to increase the skills and knowledge of sales reps or are encouraging the use of a more rigid and less autonomous form of work organization. Can we identify a shift of this occupational group either towards the 'knowledge' worker end or towards the routinized service worker end of the skill/control spectrum? By analyzing the relationships between customer, employer and employee, we evaluate how changes in the pharmaceutical industry and the reorganization of the UK's National Health Service (NHS) have led management to reevaluate the balance between control and autonomy in managing sales reps' work. It has been observed during the study that the desire of a sales organization to empower and augment the skill of sales representatives through the capture and transfer of knowledge and the recruitment of higher qualified individuals, has largely undermined by the use of various forms of control which reduced autonomy and routinized the work process. The routinization approach was more pervasive, despite the beliefs by many reps that it was inappropriate for successful selling within the particular customer environment and its negative impact on job satisfaction and labor turnover. The evidence would refute any assertion of a general trend towards more skilled and autonomous work, showing that there remains considerable pressures on management to control and down skill their workforce, despite the benefits of autonomous working (Lloyd and Newell, 2001). Territorial Control and Effectiveness Sales territory design is also considered as a particularly important managerial variable, which has received little analytical attention in the traditional literature, but which appears to be an important influence on the effectiveness of the sales operation. Our exploratory path analytical 6

7 model suggests that sales territory design has a large effect on sales organization effectiveness both directly, and indirectly through its relationship with sales force behavioral performance. These findings are somewhat different to those in similar studies in other countries, and suggest some important implications for managers as well as for researchers in this field (Piercy et.al., 1999). The study discusses a model of sales organization effectiveness determined by sales force outcome performance and behavioral performance, as well as by the use of a behavior-based control approach. Another study explores the relationship between behavior-based control systems and outcome-based control systems. Although conventional theory has suggested that behavior performance and outcome performance result from different stimuli, behavior-based control is positively associated with both behavior performance and outcome performance (Piercy et.al., 1998). H1: Territory design satisfaction is the strongest predictor of behavior performance in Mexico while it is found to be lesser in India indicating higher perceived values to assigned tasks in designated territory, incentive pay and balanced supervisory control as these factors provide higher confidence to the salespeople. The importance of designing effective sales territory is widely supported in the process of organizational restructuring (Bailey, 1989). Despite this importance, the impact of sales territory designs on salesperson and organizational consequences has not gained significant research attention. However, the role of designing effective sales territories in the multinational sales organization is growing substantially which include the challenges towards integrating the local market differences in sales infrastructure and other competitive market attributes. Organizational commitment and sales territory design are significantly related to sales force performance and the 7

8 study highlights the growing emphasis on building long-term, collaborative buyer-seller relationships that favor the use of behavior-based control systems in many sales management situations, and suggest a new agenda for management attention in improving sales force effectiveness. The territory design is a major determinant of salespeople's opportunity to perform well, and their ability to earn incentive pay where incentives are linked directly to territory-level individual performance (Grant et.al., 2001). It has been observed that organizations may not define salespeople' territories based on mutually exclusive geographical areas. Moreover, the effective sales organizations place more emphasis on their sales territory design, and, additionally, their sales forces show significant differences in both personal characteristics and performance dimensions. Salespeople in the more effective sales units display higher levels of intrinsic and extrinsic motivation, sales support orientation, and customer orientation. Both salesperson behavior and outcome performance were rated higher by managers in the organizations with more effective sales units (Baldauf and Cravens, 1999). Experienced sales managers understand that poor territory designs will have a negative impact on salesperson morale, result in inadequate market coverage, and complicate management evaluation and control (Churchill et al., 2000). Several factors beyond control of the salesperson often guide the territory design decision including the size of the sales force, buying power of the accounts, geographical dispersion of accounts, time required to service each account, and competitive intensity. Compensation, Control and Effectiveness Compensation management is becoming increasingly more difficult for organizations to control because sales employees want more and more. Managers need to find out what sales employees 8

9 want and give it to them in a way that is fair and specific. Being specific in compensation and incentive plans is becoming the new method for managers to follow, at the same time promoting a team atmosphere among sales employees. The study reveals that compensation management of commissioned sales employees does not point to one best method, but managers are encouraging sales employees to work as a group and not against each other. This would create camaraderie among employees, thus enhancing the work environment and increasing quality and quantity of sales (Shipley and Kleiner, 2005). Analytical sales force compensation research offers only limited answers to sales managers who try to devise effective compensation plans, because it often rests on restrictive assumptions, and it considers only simple compensation plan structures. In practice, sales managers need to predict how alternative and relatively complex compensation schemes would affect sales revenues and profits, as well as their likely impacts on sales force morale and turnover. This is why they typically obtain key salespeople s prior reactions to a new scheme, or pretest the new plan on a limited scale. These procedures, however, may not provide accurate long-run predictions, and they can be applied to only one or two schemes at a time (Darmon, 1997). Financial compensation has long been held as the primary motivator of salespeople. Motivation however may be achieved differently in various countries, as the large disparities in pay schemes across countries seem to indicate. In this paper, the authors explore the impact of cultural dimensions on sales force compensation structures (Rouzies et al, 1999). The decision of the management of a company determines the proportion of incentive pay in total compensation which may be described as the rewarding dimension of the sales forces in a control process. It operates independently from managers' monitoring, directing, and evaluating activities, and needs to be assessed separately in management practice (e.g., Lawler, 1990). The incentive 9

10 compensation as an essential sales management responsibility may be reorganized accordingly. Agarwal (1993) proposes that reward systems should be a critical point of focus for future international sales management studies. Ryale and Roger (2005) discuss the state of variable pay compensation plans for sales people in business-to-business markets and, in particular, review proposed methods for rewarding key account managers. They argue that only the companies that have a portfolio approach to sales pay, with pay reflecting the type of customer and the skills required to manage the relationship will achieve appropriate motivation and productivity. H2: There is a positive and significant relationship among these variables that leads to the effectiveness of the sales units in India and Mexico. Managers consider management control and pay as related, yet distinct forms of control (Churchill & Pecotich, 1982). Determining the level of fixed salary and incentive payment policies is an important sales management decision. Extensive organizational studies on reward systems support the proposal that compensation is an important, strategic management decision variable that operates independently of other forms of management control (Lawler, 1990). Firms should be able to apply the time-based philosophy of revenue management to their sales forces. To do so it is required to have revision in the way most sales divisions traditionally have viewed salesperson time. Hence, a different type of proposed measure, revenue per available salesperson hour, is proposed to better integrate the value of the salesperson's time as a factor in sales potential and revenue calculation (Siguaw et al., 2003). The sales unit effectiveness is an overall evaluation of outcomes (e.g., sales, profit contribution) of the sales unit for which the field sales manager is responsible (Churchill et al., 2000). Evaluating effectiveness is important since it provides an indication of the performance of the manager's sales unit. 10

11 Behavioral Control The process of meeting the responsibilities of sales managers in the direct supervision of assigned salespeople describes the control parameters. Generally, a field sales manager may have the responsibility for some salespeople, which constitute the sales unit. In the process of behavior control, the activities of monitoring, directing, and evaluating sales persons, the efforts of sales managers are devoted to a greater extent as compared to the result oriented control (Anderson and Oliver, 1987). It has been observed through empirical investigations that the method of compensation and control system are important determinants of ethical behavior while age of the salesperson also proves to be a significant antecedent of ethical behavior. However, education may not be significantly related to the behavior and control process in the sales management. Additionally, a salesperson's ethical behavior leads to lower levels of role conflict and higher levels of job satisfaction, but not to higher performance (Roman and Munuera, 2005). Behavior of a salesperson is an important predictor of salesperson and sales organizational consequences in developed country studies (Babakus, Cravens, Grant, Ingram, & LaForge, 1996; Piercy, Cravens, & Morgan, 1999). These studies examine control from the perspective of the field sales manager which is the focus of our research. The study of Deshpandé & Farley (1998) evidenced from research investigating the consequences of market orientation that the relationships found in developed countries also are relevant in developing countries. The external and internal environment of a company and personality traits affect decision making of salespeople. Internal communication and the choice of a control system especially affect ethical decision making. It has been observed that informal internal communication affects the personality traits while the control system influences the ethical climate of the salespeople. 11

12 Ethical climate and salespeople's personality traits also affect the ethical decision making (Verbeke et al, 1996). In fact the study shows that ethical decision making can be influenced by management. A few studies have found significant relationships between personal and organizational variables such as job experience, closeness of supervision, performance feedback, influence in determining standards, and span of control-and the amount of role conflict and ambiguity perceived by salespeople. Other studies related personal characteristics to variations in motivation by showing that salespeople's desires for different job-related rewards (e.g., pay, promotion) differ with such demographic characteristics as age, education, family size, career stage, or organizational climate (Chonko et al, 1992). The salesperson's expectancy, instrumentality, and valence perceptions are not directly under the sales manager's control. But they can be influenced by things the sales manager does, such as how he or she supervises the salesperson or rewards the individual. Since the salesperson's motivation strongly influences performance, the sales manager must be sensitive to how various factors exert their impact (Dubinsky et al, 1994). H3: The salespersons behavior control is associated with higher performance in India; while incentive pay and design satisfaction have no apparent impact on performance unlike in Mexico. The sales results typically emerge from the performance of the salesperson and this issue is receiving increasing attention among the multinational companies. This may be evidenced from research in several countries that indicates that sales managers are concerned with the team and customer relationship building activities of salespeople as well as their sales results (Corcoran, et al, 1995). Outcomes are certainly important, but managers also need to consider the behavior 12

13 (inputs) of the salesperson that is instrumental in guiding the sales results. Another study investigating from 104 senior sales managers who were asked to assign importance ratings to a large number of performance factors evidences that that managers ranked almost all the behaviorbased performance factors higher than outcome factors (Morris et al, 1991). Both the salesperson's job behavior and psychological well being can be affected if there are perceptions of role ambiguity or conflict or if these perceptions are inaccurate. There is a good deal of evidence, for example, that high levels of both perceived ambiguity and conflict are directly related to high mental anxiety and tension and low job satisfaction. Also, the salesperson's feelings of uncertainty and conflict and the actions taken to resolve them can have a strong impact on ultimate job performance (Singh, 1993). Study Design Studies of sales management control, incentive pay, and territory design and their consequences, were conducted in India and Mexico through empirical investigation, taking the field sales manager as the unit of analysis. The data has been collected by administering questionnaires to field sales managers from participating companies in each country in order to assess the responsibility of direct supervision of salespeople in industrial selling situations. The survey was pre-tested in each country to ensure that scale of measurement and variables of the study were well understood by respondents. The comparative attributes of the sample respondents in India and Mexico are exhibited in Table 1. //Table 1 about here// 13

14 The study conducted with culturally differentiated sample respondents bring added value to understanding sales management practices. However, cross-country studies are challenging because of the need to generate data that are comparable. Comparability is usually assessed by sample equivalence, measurement equivalence and constructs equivalence (Sekaran, 1993). The questionnaires for the Indian respondents were administered in English, with the usage of regional terminologies familiar with the companies in the country. The data collection was carried out by the students of business schools through s and involved telephone contacts and company visits to build the sample. The data collected from respondents were tested for its reliability applying the Cronbach Alfa ( α ) test. Variables derived from test instruments are declared to be reliable only when they provide stable and reliable responses over a repeated administration of the test. The ( α ) values were found in the range from 0.77 to 0.94 (p >0.01 two-tailed) with in acceptable levels for the individual country samples. The descriptive statistics of the data used in the study is exhibited in Table 1(A). //Table 1(A) about here// A sample of 154 responses was obtained of which 82 percent responses have been analyzed. Data collection was primarily carried out in the metropolitan cities of Hyderabad, Mumbai (formerly Bombay) and Bangalore. However, while administering the questionnaires there were smaller responses from Mumbai and Bangalore. The questionnaires were translated into Spanish and the respondents were selected following a judgment sampling approach, using local business directories, contacts, and respondent recommendations. The data were collected from 86 sales managers by the graduate students as they had advantage of also being working managers. The 14

15 modalities of data collections involved telephone contacts, mailing of questionnaires and company visits to arrange questionnaire completion. Data collection was concentrated on companies in two cities of Mexico- Mexico City and Toluca. The response to data collection has been much lower in Mexico as out of 300 questionnaires sent or left with companies only 86 responses were found viable for analysis measuring only percent response. The measures used in the study design as exhibited in Appendix-A, comply with the questions asked from the respondents during the data collection Results and Discussion It has been observed that both the countries under study offer substantially different research context in terms of social, economic and cultural development. India is one of the most populous developing countries, predominately Hindu and with an ancient history and more recent colonial links with Britain. Mexico is now firmly established as a middle-income country, though with huge gaps remaining between rich and poor, urban and rural population predominately of Catholic religion. Thus the sample respondents of the study represent not just different countries but areas which are culturally differentiated from those of prior research on sales management initiatives. In an international study the cross-cultural positioning often remains problematic. However, widespread use has been made of the benchmarks provided by Hofstede (1980, 1991, and 1994) and Hofstede and Bond (1988). The four dimensions of Hofstede conceptualize social, cultural, political and individual attributes which distinguishes members of one group from another (Hofstede, 1994). Table 2 reports the country scores presented by Hofstede and Bond (1988) for India and Mexico. 15

16 //Table 2 about here// India has Power Distance Index (PDI) as the highest Hofstede Dimension for the culture, with a ranking of 77 compared to a world average of This Power Distance score for India indicates a high level of inequality of power and wealth within the society. The Uncertainty Avoidance Index (UAI) is lowest for the country at 40, compared to the world average of 65. On the lower end of this ranking, the culture may be more open to unstructured ideas and situations. India has Masculinity as the third highest ranking Hofstede Dimension at 56, with the world average just slightly lower at 51. The higher the country ranks in this Dimension, the greater the gap between values of men and women. Mexico ranks higher than other Latin neighbors in PDI with a rank of 81, compared to an average of 70. This is indicative of a high level of inequality of power and wealth within the society. Mexico's highest Hofstede Dimension is Uncertainty Avoidance (UAI) (82), indicates the society s low level of tolerance for uncertainty. As a result of this high Uncertainty Avoidance characteristic, the society does not readily accept change and is very risk adverse. The country has a low Individualism (IDV) ranking (30), but is slightly higher than other Latin countries with an average 21. The score on this dimension indicates the society is Collectivist as compared to Individualist. This is manifested in a close long-term commitment to the member of group, be that a family, extended family, or extended relationships. The society fosters strong relationships where everyone takes responsibility for fellow members of their group. The last dimension which has been exhibited in the Table 2 is Masculinity (MAS) index where in Mexico has the second highest ranking in Latin America (69). This indicates the country experiences a higher degree of 16

17 gender differentiation of roles. The male dominates a significant portion of the society and power structure. The salespersons behavior control is associated with higher performance in India, while incentive pay and design satisfaction have no apparent impact on performance as may be seen from Table 2. In contrast, the apparent driver of behavior performance in Mexico is territory design satisfaction. This finding may be linked to the high power distance index for Mexico and incentive pay and design satisfaction significantly affects the performance of the salesperson. It has been observed during the study that a good territory designs reduce inequality perceptions. Accordingly the hypothesis H1 framed in the study gets satisfied and established. Moreover, the lack of impact of behavior control in the Mexico sample may reflect a more autocratic/paternalistic style associated with high power distance (Hofstede, 1980). Identical measures were used in each of the three studies. Using the combined three country sample, the scales were determined using filters. A confirmatory factor analysis using SPSS was conducted for each scale to check for unidimensionality on the basis of Structural Equation Modeling (SEM). SEM encompasses such diverse statistical techniques as path analysis, confirmatory factor analysis, causal modeling with latent variables, and even analysis of variance and multiple linear regressions. The multi-item measures were checked for discriminant validity by conducting a series of pair-wise confirmatory factor analyses. The correlations for all variables of the countries under study are exhibited in Table 3. //Table 3 about here// 17

18 The Wilk s Lambda ( λ ), a multivariate analogue of the coefficient of alienation was also tested for the major variables which derived significant values and upon individual consideration of the predicators, all showed a statistically significant influence on the dependent variable except the variable denoting the expertise associated with the company which enhances the customers satisfaction and augments their value. The ( λ ) values were found to (p >0.01 twotailed)) for the data of the respondents of India and Mexico respectively. Territory design satisfaction is the strongest predictor of behavior performance in Mexico while it found to be lesser in India. It is important to recognize that the coefficients mask to some extent their individual impact due to correlations among the predictors. Such result indicate that higher perceived values to assigned tasks in designated territory, incentive pay and balanced supervisory control may provide more confidence to the salespeople. A positive and significant relationship among these variables leads to the effectiveness of the sales units in both the countries. Hence the results of the study lead to conformity of hypothesis H2. Moreover, formal controls on the performance of such activities are carried out in only 35.8% and 35.2% of companies respectively in India and Mexico. The more strictly relational activities, both in an external (i.e. towards the customers) and internal (i.e. towards other members of the sales team) perspective appear to be very frequently performed by the sales force, nevertheless customer relationship management and development seem to be far more intensively performed {M=7.12, t (154)=21.32, p<(.001)} for India and {M=4.96, t (82)= 16.41, p<(.001)} in Mexico than co-ordination of the sales team within the selling company {M=5.67, t (154)= 23.57, p<(.001)} in India and { M=5.21, t (82)= 15.33, p<(.05)} in Mexico. 18

19 //Table 4 about here// It may be observed from the multiple regression exhibited in Table 4 presents the relationship between the predictors including behavior control, incentive pay, territory design and consequence of behavior, sales performance and sales unit effectiveness in India and Mexico. The interpretation of regression results exhibited in the above Table indicate that territory design has greater significance along with the behavioral control dimensions in both the countries to achieve the sales unit effectiveness. Satisfaction with territory design clearly emerges as the important predictor for the Mexico sample as compared to the results of the study for India. Hence, well-designed territories provide salespeople with the opportunity to perform well. In reference to the observations of the results as discussed in the above Table, it may be stated that the hypothesis H3 framed in the study also has been established. This suggests the efforts of managers to improve territory designs may be more important than their monitoring, directing, and evaluating activities in driving salesperson's outcome performance. Among other variables used in the study, the incentive compensation has apparent impact on outcome performance in both the countries. One of the more persuasive reasons for these inconsistent relationships is that particular characteristics of salespeople enable them to deal more effectively with some kinds of customers than with others. It has been observed during the study that quantity measures require a detailed analysis of salespeople's call reports, an extensive time utilization analysis, or even solicitation and evaluation of customer feedback on non-selling activities. However, once the measurement procedure is set up, it is typically conducted with less bias and inconsistency than can quality measurement. 19

20 Limitation of the Study The study has been conducted in India and Mexico which represent highly diverse work culture emerging from the regional socio-cultural influence. The samples drawn from the cities in both the country may not be enough to generalize the study results. The questionnaires were translated in Spanish for the respondents in Mexico which might have conveyed varied conceptual sense to some extent. The open ended questions were answered by the Mexican respondents in Spanish and sometimes transcription of the audio might have overlooked some issues. The study does not indicate as how behavior control, percent incentive pay, and territory design satisfaction cause changes in the performance and effectiveness consequences. Instead, the discussion in the study measures the relationship between the predictors and the consequences. However to ensure that the data cover a wider spatial and temporal dimensions in the study region should be cleansed and filtered with many variability factors affecting the behavioral and control process of the salespeople. Though this research included the most important sales-force activities and the most frequently suggested antecedents of customer trust, other potentially relevant variables, such as conflict management skills (Weitz and Bradford, 1999), confidential information sharing and salesperson power within the selling firm (Morgan and Hunt, 1994) have not been considered. Managerial Implications The effective management of salespeople is important to managers of international marketing operations spanning multiple countries and simultaneously maintaining strong behavioral threshold of salespeople for continuously improving the effectives of the sales units. The degree 20

21 of salesperson input and involvement does, however, appear to vary across firms. The multinational pharmaceutical companies generally assign weights to different performance objectives and incorporate territory data when establishing these objectives while most salesperson performance evaluations are conducted by the field sales manager who supervises the salesperson. However, some firms involve the manager above the field sales manager in the performance appraisal of salespeople. The behavior control is a consistent predictor of salespeople s performance and effectiveness of the sales units in both the countries. This indicates the importance of proactive monitoring, directing, and evaluating salespeople by the managers. The sales managers may implement such controls effectively by establishing coordination, training, and feedback process rather than imposing command and control policy. The training of salesmen should be directed at making them aware of the advantages of adopting relational behaviors and at boosting their capabilities and skills preparatory to an effective implementation of such behaviors. The systems for controlling and appraising the sales force may be designed for the long term (Schulz and Good, 2000) and provide incentives for relational behaviors, if behavior-based control systems are used, and utilize relational performance indicators. The high-performance salespeople have greater commitment to their organizations and their sales managers are more satisfied with their units' sales territory designs. The mangers may need to re-conceptualize the fact that the salespeople should shift from a hard selling to a smart selling approach. The increasing adoption of a relational approach to customers is therefore fostering a deep-going change in the individual skills set and capabilities of the sales force and, farther upstream, a substantial rethinking of company strategies and policies of selection, training, motivation and control of the sales force. 21

22 Conclusions The study reveals the balance between behavior control and incentive pay in developing countries as lack of impact of incentive pay on outcome performance in India and Mexico. However, the incentive pay is normally based on salespeople' outcomes, and is apparently not accomplishing this objective. It may be appropriate for the managers to consider review of incentive plans designs for improving the sales unit effectiveness. However, there is no apparent negative impact of relatively high levels of behavior control in combination with high incentive pay. The work environment is largely governed by the territorial tasks for the salespeople. The sales territory design has a large effect on sales organization effectiveness both directly and indirectly through its relationship with salespeople s behavioral performance. Collecting and processing territory and account information are major aspects of a salesperson's task and to a large extent salespeople's effectiveness depends on the amount and quality of the market information available to them. Although they are not always easy to disentangle, these information gathering and processing activities on one hand, and the effective contact time devoted to selling to clients and prospects on the other, compete for the limited time resources available to a salesperson. 22

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27 Table 1: Attributes of Sample Design Employed in the Study Broad Sample Areas Sales Force Product Market Type of Market India Mexico Sample Attributes No. of Percent No. of Percent Respondents Sample Respondents Sample (N=154) (N= 86) Generalist Salespeople Product Specialist Customer Services Consumer products Industrial Products Consumer Services Industrial Services Business-to-Business Retail Consumer Markets Large Consumer Accounts Direct Selling Personnel Table 1 (A): Descriptive Statistics of the Data Employed in the Study Statistical India Mexico variables BC SUE TD BP OP BC SUE TD BP OP Sample Variance Mean Standard Error Skewness Sample Size BC = Behavioral Control SUE = Sales Unit Effectiveness TD = Territory Design BP = Behavioral Performance OP = Outcome Performance Table 2: Cultural and Personality Dimensions of Countries According to Hofstede (1988) (Country index and ranking among 56 countries on each dimension) Country Power Distance a Uncertainty Avoidance b Individualism c Masculinity d India 77 (10-11) 40 (16) 48 (24) 56 (45) Mexico 81 (5) 82 (16) 30 (35) 69 (35) a (PDI) The degree of inequality between people that is considered normal. b (UAI) The degree to which people prefer structured situations in which the rules set to behave are clear c (IDV) The degree to which people prefer to act as individuals, often expecting personal rather than group rewards. d (MAS) The degree to which values separate the roles of men and women in society. 27

28 Table 3: Correlation matrix of the major variables under study Variables India Mexico BC SUE TD BP OP BC SUE TD BP OP BC 1 1 SUE TD BP OP BC = Behavioral Control SUE = Sales Unit Effectiveness TD = Territory Design BP = Behavioral Performance OP = Outcome Performance Table 4: Standardized Regression Coefficients for the Variables of India and Mexico Study Area Variables India Mexico Intercept BC TD BP OP R BC = Behavioral Control SUE = Sales Unit Effectiveness TD = Territory Design BP = Behavioral Performance OP = Outcome Performance 28

29 Appendix- A: Measures used in Questionnaire for Data Collection form the Sales Managers in India and Mexico Information Cluster Scale Measures Monitors daily performance of salespeople Behavior Control (BC) Sales Unit Effectiveness (SUE) Territory Designing (TD) Behavioral Performance (BP) Outcome Performance (OP) 1=Not at all 7=to a large extent 1=Very weak 5=Excellent 1= fully dissatisfied 7= Highly satisfied 1= Very poor 7= Outstanding 1= Very Poor 5= Very Good Active participation in the on-job training of sales force Guiding sales force in improving their performance Assess quality of tasks performed by the sales people Plan and evaluate professional development activities Informally shares time with the sales people in a routine way Productivity in reference to sales volume Trend in reference to market share Growth in contribution towards profitability of the firm Performance in reference to time, target and territory management Contributions towards customer relationship and value Quantum of accounts in the territory Workload distribution among the salespeople in the territory Number of small but significant retail accounts in the region Trend of sales productivity in the territory Number of calls per day in the territory Overall size of the sales territory Awareness about the company policies on sales and services Operations and applications in sales and services of products Communications and flow of directives with salespeople Skills on selling solutions and customer relations Functional flexibility with subordinate sales staff Innovative and adaptive sales approaches Customer centered sales planning Post-sales customer care Handling customer complaints and objections in the sales territory Scope for improving the market share Developing strategies and skills for high tech-high value products Swift sales operations among the distributors and retailers Locating new accounts and developing prospect plans Augmenting the profit contribution by territorial sales Managing strategic business units and profit center approach 29