Search

Considerable previous research indicates that salespeople are generally dissatisfied with their jobs, and that at least some, if not most of this dissatisfaction occurs as a result of job or role-related issues. This article proposes that one way the individual salesperson may attempt to moderate the negative effects of role characteristics on satisfaction is through active participation in the process of planning.

Customer contact personnel in banks face increasingly difficult jobs because of the changes that are taking place in their industry. In recent times, customers have become more and more frustrated with the inability of the customer contact person to successfully explain the myriad new products that financial institutions are offering. At the same time, the financial institutions are becoming increasingly concerned with the inability of its customer contact personnel to successfully cross sell these new products. This paper addresses both sides of the issue, and offers training solutions for the banks.