The Impact of Emotional Intelligence on Sales and Business

The Imp interpret of Emotional password on Sales and Business Charles M. Boliko EXECUTIVE SUMMARY This written report explores the impact of wound up cognizance in the business world. In a world that continues to innovate technologically, businesses argon constantly looking for new ways to try to remain ahead of the competition, and it is clarified with this paper that unitary(a) way to do this is by understanding how to use ruttish scholarship to establish client inscription and grievous brand appeal.The interaction between a salesman and a potential client was analyzed and discussed to get an understanding of how a salesman keister use emotional intelligence to maximize the chances of making a assume with the client. Customer operate in businesses was besides a focal point of discussion. The conclusion that came to fruition was how erect customer serve must co-exist with emotional intelligence for a company to be victoryful. It has been determined from this tast e that emotional intelligence has become an indispensable factor for succeeder in business.Cherry (2012) explains an individual with the ability to perceive, evaluate, and defy their emotions and the emotions of others is considered to be emotionally intelligent. Having the ability to recognize emotions and responding to them appropriately will make another individual witness understood. This sense of understanding boosters establish a connection between individuals, who will then find it easier to partake with one another. In todays world of sales, having the ability to connect with mostone on an emotional level can be the difference between making a sale and losing the customers interest.Sales are part of the marketing process, in which salesmen and saleswomen proceed with offering a companys harvest-tide to potential buyers. This can only be done after marketing query has been conducted to segment and nominate which customers are around likely to buy the reaping. This target group of customers is likely to behave a sealed way, and have real lifestyle preferences. So it is the responsibility of the Sales team to convince the customer that the product they are offering suits their lifestyle and meets their needs, based on the knowledge gathered about them. It can be said that the customers main need is to be satisfied with a roduct or service they want to be happy. So the salesman with emotional intelligence and knowledge obtained about the customer from marketing research is more likely to respond appropriately to these customer needs. The emotionally intelligent salesman will be more successful with sales and hence improve his business. There are plenty of clauses and training computer programmes now that help salesmen and saleswomen develop their emotional intelligence to improve their sales performance. The results are made clear in an article written by Jennings and Palmer (2007), titled Enhancing Sales Performance Through Emotional Intell igence Development.The authors settle emotional intelligence is positively correlated with sales performance, after an experiment was conducted. In the experiment, two groups performances were observed, with one group being under the emotional intelligence development program. The results showed that the performances of the group under the development program improved, with Chart 3 demonstrating how revenues generated by this group subjoind from the start of the project, and how these revenues were much enceinteer than the amount generated by the second group.This again demonstrates that salesmen with greater emotional intelligence should be more successful with sales. Therefore, emotional intelligence has become an indispensable trait that enables salesmen and saleswomen to become more successful. Body linguistic process is a key parting in non-verbal communication. In Sales, a salesman should be aware of the substance being conveyed through carcass language as well, because the potential buyer might be conveying interest or disinterest. These signs are classic for the success of a sale because salesmen who are socially aware will know how to respond to these signals and act accordingly.A good salesman would have various strategies to respond to given signs, increasing the probability of a successful sale. helplessness to respond to the customer appropriately can almost guarantee the salesperson has failed to make a sale. Goman (2012) post an article on Forbes titled Knowing When to Back Off describing an interaction she was observing between a salesman and a potential client in a bar. In a short paragraph she dialog about how the salesman appeared to be doing well verbally, but he was putting the client in an uncomfortable maculation by sitting too close to him.The client began to inch away very slowly, and the salesman did not cross out any of this. The client eventually ended up leaving the bar after excusing himself to make a phone call. The s alesman failed to understand the clients basic need of personal space, which cost him the sale. Had the salesman recognized the non-verbal message being sent by the client, the client may have stayed. So it can be seen that ontogeny this social awareness with emotional intelligence and understanding the needs of the customer become very cardinal for the success of a salesman.The salesman would have to know about how to react to the emotion and message being conveyed with body language and control these emotions in roam to lead the dialogue in the direction which hopefully leads to a sale. Companies with good customer service are considered more successful because of their ability to offer the customer on the button what they need, and more. Offering the customer what they need creates loyalty, meaning the same customers can return to the company for more function and purchases. Returning customers, in addition to new customers, would increase sales, which improve the business.T he fact remains that the company has to be able to satisfy the customers in order to be able to retain them. In order to do this, they must offer good customer service, which is done by listening to what the customer needs, responding to them and providing a ancestor which meets those needs. The extent to which the company is able to do this would determine the satisfaction of the customer. Emotional intelligence is therefore discernable in good customer service because a sales harmonise in a retail firm, for example, is exposed to a wide range of personalities when preparing to assist a customer.The customer could be normal, angry, very rude, uneducated, passing emotional, or apathetic, so the sales associate will need to know how to respond to these various personalities in order to consistently provide great customer service. Understanding the right way to respond to these diametrical personalities will help customers meet their needs at the store, which would generates sale s, given customer service is provided the right way. This would last lead to the companys success. The associate ability to properly interact with a customer affects the personality of the entire organization the associate works for.The sales associate must to have good emotional intelligence, which leads to excellent customer service. The key components which make up good customer service are uniform to the traits of an individual who is emotionally intelligent, so for the success of a service, the emotional intelligence and good customer service must co-exist. The two characteristics of emotional intelligence that Horrigan (2012) explains in his article Characteristics of Emotional Intelligence which are most useful for offering good customer service are empathy and social skill.Not only should a sales associate be able to understand and empathize with a customers situation and need, the associate should be able to go beyond what was required to help the customer avoid dealing with certain issues again. By leading the dialogue with customers in this manner, the associate earns trust from the customers, which improves customer loyalty with a company, which also affects the reputation of the organization. Companies with a better reputation are able to attract more customers, therefore increase sales. Apple Inc. , for example was placed first on CNN Moneys 2011 Worlds most Admired Companies list.The company was circleed third on MSNs 2012 Customer Service Hall of Fame, which is the highest rank for a firm in the retail industry in the United States. These rankings speak volumes about the material body of reputation Apple Inc. was able to establish. They are recognized for their innovation and for exceptional customer service. With the help of some competent, emotionally intelligent sales associates and the assistance provided by members of the Genius Bar, Apple Inc. was able to establish a massive customer base, because of their ability to actively meet th e needs of the customers.As we can see with Apple Inc. , good customer service leads to customer loyalty and trust which leads to the success of the organization. This fact is confirmed in a Forbes article, written by Bickle (2012), a Forbes Inc. article contributor, titled Three Attributes of Enormously victorious Companies. Having established that great customer service and emotional intelligence must co-exist, and good customer service leads to company success, it can be said that emotional intelligence also leads to the success of an organization.Emotionally intelligent salesmen provide the kind of go that a customer is looking for (which varies for every customer), ultimately improving their sales performance, hence positively alter the success of a business. In conclusion, emotional intelligence has become a key factor for the success of salesmen and businesses. There is a greater focus on establishing a connection with a customer, in order to better understand and help the customer meet their need.A salesman or sales associate at a retail company needs to be empathetic and have the social skills required for creating this connection, and this new affinity creates customer trust and loyalty. This new found trust maximizes the chances of making a sale, which helps the business grow. Salesmen with emotional intelligence will have better sales performances, and emotionally intelligent businesses will offer the right customer service to satisfy the customer. Therefore, it can be seen that emotional intelligence has become an indispensable factor for success in Business.Works Cited Cherry, K. , (2012). What is Emotional Intelligence? Retrieved from http//psychology. about. com/od/personalitydevelopment/a/emotionalintell. htm Jennings, S. , Palmer, B. (2007, May). Enhancing Sales Performance Through Emotional Intelligence Development. Organizations & People, 14. Retrieved from http//www. bostonifi. com/bif/site/bfin/enhancing_sale_bfei. pdf Goman, C. , (20 11, August 5). Knowing When to Back Off. Retrieved from http//www. forbes. com/sites/carolkinseygoman/2011/08/05/knowing-when-to-back-off/ Horrigan, D. (2011, June 24). Characteristics of Emotional Intelligence. Retrieved from http//www. cio. com. au/article/391355/characteristics_emotional_intelligence/ CNN Money, (2011, March 21). Worlds Most Admired Companies. Retrieved from http//money. cnn. com/magazines/fortune/mostadmired/2011/full_list/ Aho, K. , (2012). 2012 Customer Service Hall of Fame. Retrieved from http//money. msn. com/investing/2012-customer-service-hall-of-fame-1 Bickle, M. , (2012, April 24). Three Attributes of Enormously Successful Companies. Retrieved from