LULEA UNIVERSITY OF TECHNOLOGY, SWEDEN

Division of Industrial Marketing, e-Commerce and Logistics

8th January 2010

Dear Export Sales rep,

Re: Survey on the reward system of Exports and the moral of Export Sales reps 

The rewards system of Exports and the moral of Export Sales reps include important issues like the financially based rewards, the nonfinancial rewards, the level of rep’s moral, the rep’s job satisfaction, the rep’s job performance and the Export Sales Department’s performance. The purpose of this study is to find out the statistical significant correlations of above constructs and to find out a statistical significant model with these constructs. For this purpose we kindly ask you to fill the questionnaire which is included below. This is a major and first of its kind study being conducted in various EU countries i.e. Cyprus, Sweden and United Kingdom and seeks to collect information on the subject from Export Sales reps , based on their experience and knowledge.  

In view of involvement with research studies, your company has been selected for inclusion in this study. The necessary information for use in the study is being collected through the self-administered questionnaire which is consisted of six parts. The first part focuses on the financially based rewards and on the nonfinancial rewards. The second part examines the level of rep’s moral. The third part deals with the rep’s job satisfaction and the fourth part refers to the rep’s job performance. The fifth part includes the Export Sales Department’s performance. Finally the sixth part pertains to your characteristics.

The completion of the questionnaire is expected to take about 10 minutes, and we would very much appreciate your involvement in this survey. We assure you that the information provided to us will be treated strictly confidential, and shall be used purely for academic purposes. The publication of results will contain only totals/averages, and nowhere identity of your company’s name will be divulged. On completion of the study, you will receive an executive report containing the major findings.

As soon as you complete the questionnaire on-line, you submit it. In case of any questions regarding the questionnaire do not hesitate to contact me at my e-mail: dcoudounaris@ltu.se or to my telephone: (00357)22-806108.

Thank you very much for your participation in this study.

Yours sincerely,

Dafnis Coudounaris

Lecturer in International Marketing, Mediterranean Institute of Management

PhD candidate at Lulea University of Technology

Diagnostic Worksheet – Assessing the Reward System of a firm’s Export Sales Department

Q1)
1. Name of Sales unit/Group:
2. Completed by:
3. Position in the company:
Q2) PART I: FINANCIALLY BASED REWARDS. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. When annual export sales of my organization are extremely high I get a reward based upon a compensation plan.
2. When annual export sales of my organization are extremely high I get an increase of my salary.
3. When annual export sales of my organization are extremely high I get commissions.
4. When annual export sales of my organization are extremely high I get bonus payment.
5. When annual export sales of my organization are extremely high I get fringe benefits.
6. When annual export sales of my organization are extremely high I am able to get prizes and awards as part of short-term incentive programs provided by my firm
Q3) PART I: NONFINANCIAL REWARDS. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. One way my organization can motivate me for increased export sales is to give me greater responsibility, authority and control over your job.
2. Another way my organization can motivate me for increased export sales is to provide me a variety in job-related tasks.
3. In order to be able to compete in today’s high-tech market export sales reps must also be given adequate support in the areas of training and information.
4. Export sales reps who deserve commendation must be given full public recognition of their accomplishments in export sales and honorary awards such as plaques, pins or certificates can be used.
5. Changing an export sales rep’s title from export sales rep to senior export sales rep, to area export sales rep and to area export sales vice president rep, for example, can indicate his/her accomplishment in export sales growth.
6. Personal encouragement and praise from export manager to an export sales rep is considered the easiest and least expensive form of motivation for increased exports
7. My organization has very supportive corporate culture in which it provides support to its export sales reps that go beyond the training and technology directly related to their job i.e. my firm allows an export sales rep to work flexible schedules.
8. My organization organizes two or more export sales meetings a year in order to increase communication between export sales reps and thus to be able to interact with top management and fellow export reps making them all feel part of a team.
Q4) PART II: LEVEL OF REP’S MORAL. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. I have low moral due to excessive turnover caused by export sales reps.
2. I have low moral due to increased expenses by the export sales reps.
3. I have low moral due to complaint behavior by export sales reps.
4. I have low moral due to development of outside interests by the export sales reps.
5. I have low moral due to unsatisfactory export sales performance by export sales reps.
6. I have high moral due to the fact that the export sales reps are more committed to what they are doing.
7. I have high moral due to the fact that the export sales reps are more involved in their job and have stronger sense of identification with it.
8. I have high moral due to the fact that the export sales reps believe in the values and goals of the firm and are willing to exert extra effort on behalf of the firm.
9. I have high moral due to the fact that the export sales reps are more willing to help others with their tasks or problems.
10. I have high moral due to the fact that the export sales reps try to avoid interpersonal conflicts by being courteous and respectful of the rights of others.
11. I have high moral due to the fact that export sales reps are more conscientious, work longer hours, do more than it is expected, and are willing to tolerate problems without complaining.
Q5) PART III: REP’S JOB SATISFACTION: 1. JOB SATISFACTION – WITH EXPORT MANAGER. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. My export manager tries to get our ideas about things
2. My export manager has always been fair in dealings with me
3. My export manager gives us credit and praise for work well done
4. My export manager lives up to his/her promises
Q6) PART III: REP’S JOB SATISFACTION: 2. JOB SATISFACTION – WORK IN GENERAL. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. My work gives me a sense of accomplishment
2. My work is exciting
3. My work is satisfying
4. I am really doing something worthwhile in my job
5. Management is progressive
6. Management really knows its job
7. The firm operates efficiently and smoothly
8. Export sales reps receive good support from head office
Q7) PART III: REP’S JOB SATISFACTION: 1. JOB SATISFACTION – PROMOTION OPPORTUNITIES. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. The firm has an unfair promotion policy
2. My opportunities for advancement are limited
3. There are plenty of good jobs here for those who want to get ahead
4. I have a good chance for promotion
Q8) PART III: REP’S JOB SATISFACTION: 1. JOB SATISFACTION – PAY. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. My pay is low in comparison with what others get for similar work in other firms
2. In my opinion the pay here is lower than in other firms
3. I am paid fairly compared with other employees in this firm
Q9) PART III: REP’S JOB SATISFACTION: 1. JOB SATISFACTION – CO-WORKERS. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. My colleagues are selfish
2. My colleagues are pleasant
3. The people I work with are very friendly
4. My colleagues help each other when someone falls behind or gets in a tight spot
Q10) PART III: REP’S JOB SATISFACTION: 1. JOB SATISFACTION – CUSTOMERS. Please indicate the degree of your disagreement/agreement with each statement below (where 0=is not applicable, 1=strongly disagree and 7=strongly agree).
1. My customers live up to their promises
2. My customers are trustworthy
3. My customers are loyal
4. My customers are understanding
Q11) PART IV: REP’S JOB PERFORMANCE: a. OUTCOME PERFORMANCE. Please indicate how well are the Export Sales reps in an Export Sales Department performing in each of the areas below (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Producing a high market share
2. Making sales of those products with the highest profit margin
3. Generating a good level of sales revenue
4. Quickly generating sales of new company products and services
5. Identifying and selling to major accounts
6. Producing sales or contracts with long-term profitability
7. Exceeding all sales targets and objectives during the year
Q12) PART IV: REP’S JOB PERFORMANCE: b. BEHAVIORAL PERFORMANCE. 1. SALES PRESENTATIONS. Please indicate how well are the Export Sales reps in an Export Sales Department performing in each of the areas below (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Listening attentively to identify and understand the real concerns of Customers
2. Convincing customers that they understand their unique problems and Concerns
3. Using established contacts to develop new customers
4. Communicate their sales presentations clearly and concisely
5. Work out solutions to a customer’s questions and objections
Q13) PART IV: REP’S JOB PERFORMANCE: b. BEHAVIORAL PERFORMANCE. 2. TECHNICAL KNOWLEDGE. Please indicate how well are the Export Sales reps in an Export Sales Department performing in each of the areas below (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Knowing the design and specification of company products/services
2. Knowing the applications of company products/services
3. Knowing abreast of the company’s production and technological Developments
Q14) PART IV: REP’S JOB PERFORMANCE: b. BEHAVIORAL PERFORMANCE. 3. ADAPTIVENESS. Please indicate how well are the Export Sales reps in an Export Sales Department performing in each of the areas below (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Experimenting with different export sales approaches
2. Being flexible in the selling approaches used
3. Adapting export selling approaches from one customer to another
4. Varying export sales style from situation to situation
Q15) PART IV: REP’S JOB PERFORMANCE: b. BEHAVIORAL PERFORMANCE. 4. TEAMWORK. Please indicate how well are the Export Sales reps in an Export Sales Department performing in each of the areas below (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Generating considerable export sales volume for team export sales (export sales made jointly by two or more export sales reps)
2. Building strong working relationships with other people in the company
3. Working closely with non-sales employees to place export sales orders
4. Co-ordinating with other company employees to handle post export sales problems and service
5. Discussing selling strategies with people from various departments
Q16) PART IV: REP’S JOB PERFORMANCE: b. BEHAVIORAL PERFORMANCE. 5. PLANNING. Please indicate how well are the Export Sales reps in an Export Sales Department performing in each of the areas below (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Planning each export sales call
2. Planning export sales strategies for each customer
3. Planning coverage of assigned territory/customer coverage
4. Planning daily activities
Q17) PART IV: REP’S JOB PERFORMANCE: b. BEHAVIORAL PERFORMANCE. 6. SUPPORT. Please indicate how well are the Export Sales reps in an Export Sales Department performing in each of the areas below (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Providing after-sales service
2. Checking on product delivery
3. Handling customer complaints
4. Following-up on product use
5. Troubleshooting on application problems
6. Analysing product use experience to identify new product/service ideas
Q18) Part V: IMPROVEMENT/DETERIORATION OF EXPORT SALES DEPARTMENT’S PERFORMANCE. Please indicate how well is the Export Sales Department’s performance for each of the following measures (where 0= is not applicable, 1= needs improvement and 7= is outstanding)
1. Firm’s export sales volume achieved
2. Firm’s export market share achieved
3. Firm’s export profitability
4. Customer satisfaction in export markets
Q19) PART VI: DEMOGRAPHICS. Please indicate suitable information
1. Gender
2. Nationality
3. Marital Status
4. Family Status
5. Age Group
6. Education Level
7. Yearly Household Income
8. Respondent’s name:
9. Position held:
10. Telephone:
11. Facsimile:
12. E-mail:
Q20) Finally, we would like to know on a seven-point scale (where 1=very low and 7=very high). Kindly click at the appropriate alternative:
1. How confident are you about answering the questions in this survey?

 

-THANK YOU VERY MUCH FOR YOUR ASSISTANCE IN THIS SURVEY-