営業活動と営業パーソンの役割について：顧客との関係性の視点に基づく分析(研究論文）営業活動と営業パーソンの役割について：顧客との関係性の視点に基づく分析(研究論文） エイギョウ カツドウ ト エイギョウ パーソン ノ ヤクワリ ニ ツイテ ケンキュウ ロンブン Study on Sales Activities and Roles of the Sales Staff from the View Point of Customer Relationships
In this article, it tries to explain sales activities and roles of the sales staff from the view point of customer relationships. Sales activities are joint works between sales staff and their customers. In the preceding studies, sales activities are studied from the side of sales staff but not from the customer side. In this article, we find out that two types of relationship with a customer exist in business operation by analyzing business operation from the customer side. It is possible to classify two types of sales activity based on the customer’s expectation; those are customer-involvement sales activity and routine type sales activity. The customer-involvement sales activity requires developing close relationship between sales staff and customer. Sales staffs are expected to act as coordinator and boundary spanner between customer’s organization and their own organization to build the trust and eliminate anxiety of the risks those cannot be predicted nor documented. The routine type sales activity requires carrying out systematic operation with high safety, high certainty, high rationality, and high efficiency. These two elements should be considered to make clear the sales activities and expected roles of the sales staff.