  Salesperson's interpersonal skills have always played an important role in
influencing various stages of customer's purchase decision. With the increase
in retail outlets and merchandisers, retail operations have taken a pivotal
role in influencing the salesperson's sales practices and customer's purchase
decisions.This study tries to examine the influence of retail operations and
hard-selling startegies on the relationship between salesperson's interpersonal
skills and customer repurchase intention. Salesperson's interpersonal skills
are the trained and tacit competencies that a salesperson employs to improve
customer relationship and sales performance. Many organizations prefer skill
training fails to attract repetitive purchases due to unavoidable extraneous
factors. It has become a necessity to understand the role of extraneous factors
like retail operations on the relationship between salesperson's interpersonal
skills and customer repurchase intention. The findings suggest that retail
operations significantly moderate the relationship between salesperson's
interpersonal skills and customer repurchase intention. We also find that
hard-sell sales techniques play a significant moderating role in negatively
infleuncing customer repurchase intention . This study has important
implications for retailers and sales managers.
