Perceived Functional Salesperson Orientation Scale

What it measures

Measures a customer's perception that a specific salesperson made a genuine effort to understand their needs and recommended products aligned with those needs. The scale captures the functional — task-oriented and diagnostic — dimension of a salesperson's customer orientation, as evaluated from the customer's own perspective rather than from self-report by the salesperson.

Representative items

• The salesperson tried to figure out my needs.
• The salesperson recommended products that suited my needs.

Citation

Wieseke, J., Alavi, S., & Habel, J. (2014). Willing to pay more, eager to pay less: The role of customer loyalty in price negotiations. Journal of Marketing, 78(6), 17-37.