The Gap between the Perceptions/Expectations of Customers and Salespeople Performance

Abstract

Each individual has different perceptions on how a sales person should react. A customer’s perception would definitely differ from what the salesperson believes he/she should do; and this is where the gap lays. Some of us prefer those sales people to stay away; however others would feel lost without them. No matter what a person’s preferences are, a sales person must know how to act with the different customers he/she meets every day. There are certain ‘invisible’ rules that the sales people should follow…but what are they? Research has been conducted and a researcher has gone out into the market, questioned salespeople and customers, and finally come up with a gap analysis between the perceptions of the customers and the performance of the sales people.