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Coaching as a Packaged Intervention for Telemarketing Personnel
Authors:Rachael Tilka  Douglas A Johnson
Institution:1. Western Michigan University, Kalamazoo, Michigan, USArachael.e.tilka@wmich.edu;3. Western Michigan University, Kalamazoo, Michigan, USA
Abstract:Prior literature indicates that although the sales function of an organization is a critical element for its success, there is a lack of research on specific actions managers can take to influence sales subordinates. The purpose of the present study was to assess the effects of a coaching package combined with incentives on sales performance for telemarketing personnel in an organizational setting. Following the implementation of the coaching package, there was a substantial increase in critical behaviors performed, pending sales set, and final sales completed by all telemarketers.
Keywords:coaching  incentives  sales  telemarketing
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