Communication Skills of the Salesperson

What it measures

A three-item scale measuring a customer's perception of the communication competence of a salesperson — specifically their ability to convey information clearly and understandably. Items assess clarity of the salesperson's explanations, the comprehensibility of what they said, and overall clear communication. Developed alongside the Customer Orientation of the Salesperson scale (COSP) in research on dyadic salesperson-customer interactions.

Representative items

• The salesperson explained things clearly.
• The salesperson communicated in an understandable way.
• The salesperson communicated clearly.

Citation

Ryari, Hanane, Sascha Alavi, and Jan Wieseke (2021). Selling to active customers: The benefits and challenges of customer engagement initiation in personal selling. Journal of the Academy of Marketing Science, 49(2), 214–234.