Why are you really losing sales opportunities? A buyers' perspective on the determinants of key account sales failures

Key account sales are important for business organizations. Understanding why some of these sales proposals fail from the buyer's perspective has organization-wide implications for improving firm performance. Extant literature lacks a clear understanding of the process-based determinants of sales failure within a key account context. Another problem with this research stream is its reliance on data from the salesperson, sales manager, and/or selling firm, which can introduce attribution biases. Our research overcomes sales failure attribution biases by collecting data from the industrial buying center's perspective. Thirty-five semi-structured interview cases were conducted with buying decision makers following failed key account sales proposals. The result of this inquiry is a model which outlines the determinants of sales failures. We identify three common drivers of sales failure: adaptability, relationship-potential, and cost considerations. Results indicate that these established constructs are more complex than previously specified, each having multiple attributes as defined by key account buyers. Published by Elsevier Inc.