Title: Suggesting effective SPM model to explain, predict and close skills gap for front-line sales employees in retail sector: an integrative review and research

Authors: Priyanka Chhibber; Kamalpreet Kaur Paposa

Addresses: Mittal School of Business, Lovely Professional University, Jalandhar – Delhi G.T. Road, Phagwara, 144411 Punjab, India ' Mittal School of Business, Lovely Professional University, Jalandhar – Delhi G.T. Road, Phagwara, 144411 Punjab, India

Abstract: India has been developing by leaps and bounds in terms of business and economic activity. This growth is generating more job opportunities. Similarly, the retail sector of India is growing very fast. A majority of the retail outlets and chains are going to be launched in upcoming years. Showing potential and prosperity is a good sign, but to run these outlets with only ambience and infrastructure will not work. No doubt, all these factors are important to attract customers but to fulfil their product demand and giving them a satisfying purchase experience, the point contact is the salesperson. Recognising this aspect, the present study sheds light in identifying skill gaps in the retail sector. This study will help the retail sector to understand the current existing skills of their employees and finding the gaps if any. In this study, mentoring as a practice is explored that will definitely help in overcoming skill gaps.

Keywords: retail sector; sales employees; skills; skill gap; mentoring; proficiency scale; SPM model; content validity ratio; CVR; selling skills; sales presentation skills; mentalising skills; career mentoring; psychosocial mentoring.

DOI: 10.1504/IJPSPM.2024.138762

International Journal of Public Sector Performance Management, 2024 Vol.13 No.4, pp.585 - 605

Received: 25 Mar 2020
Accepted: 20 Sep 2020
Published online: 31 May 2024 *

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