Date of Conferral

2021

Degree

Ph.D.

School

Psychology

Advisor

Richard Thompson

Abstract

AbstractResearch over the past 25 years has shown a relationship between emotional intelligence, job performance, and sales. However, limited research exists relating to job-specific studies from a nonmanagerial perspective and focused on emotional intelligence and sales during the customer’s buying and selling interaction. The focus and purpose of this quantitative cross-sectional study was to determine if there was a statistically significant relationship between emotional intelligence and mortgage loan originators sales performance. The conceptual framework for this study incorporated Bar-On’s social emotional intelligence model. The sample consisted of 18 mortgage loan originators who worked with the retail banking sector throughout the Midwest and Southeast United States. The data collection process consisted of an online custom questionnaire to obtain sales performance and the Emotional Quotient Inventory (EQ-i 2.0). A multiple regression analysis was used to determine if any of the four emotional intelligence dimensions (social responsibility, interpersonal relationship, empathy, and overall emotional intelligence) predicted sales results (mortgage units sold and mortgage sales dollars) of mortgage loan officers. Based on the findings of this study, emotional intelligence is not a statistically significant predictor of mortgage loan originators sales success. The limited sample size was a potential limitation to this study. The study has implications for understanding what factors impact sales success in the workplace. This research can influence positive social change by helping organizational leaders, sales professionals, and customers understand the role of emotional intelligence in the mortgage industry.

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