Assessing the Influence of Salesforce Capabilities on B2B Client Satisfaction in Glass Industry: A Study On Akij Bashir Group

Abstract

The glass industry plays a crucial role in meeting the aesthetic needs of consumers. Companies, especially in developing economies like Bangladesh, are having a hard time understanding the sales force capabilities factors that influence Clients' Satisfaction in this industry. Akij Bashir Glass, as a market leader, is always looking to better understand clients' satisfaction to improve its position in the market. This study aims to explore the key sales capabilities factors driving clients' satisfaction in the glass industry, focusing on Akij Bashir Glass as a research study. A comprehensive survey was conducted using a structured questionnaire, collecting data from a diverse sample of 80 glass stakeholders from different regions of Bangladesh specially Chittagong and Cox’s Bazar. Collected data is analyzed using statistical techniques to identify trends and drivers that are important to clients' satisfaction. This study obtains a quantitative analysis method interpreted by descriptive research design. Non-probability convenience sampling technique was used. To gather the data from the respondents, a self-administered questionnaire was generated for the both face to face data collection in offline and the link was uploaded in 'Google form' and send to email via online. Data were collected for four weeks. Descriptive analysis has been used to identify their demographic profile such as frequency, percentage and so on. Factor analysis, reliability test was carried out using SPSS version (25). Factors such as Product Knowledge, Negotiation Skills, Relationship Management, Prompt Communication, Follow-Up Services, Professionalism of Sales Representatives were taken into account in the analysis. The results reveal valuable information that will help Akij Bashir Glass and other industry players better understand customer expectations about Salesmanship. By aligning their marketing strategies with these clients' satisfaction, companies can effectively train up their sales force and improve customer satisfaction, thereby strengthening their presence in the market. This study is a valuable resource for glass industry sales professionals, helping them make informed decisions about self-development, improvement sales capabilities, and an overall sales-centric strategy to maintain remain competitive and respond effectively to customer requirements.