Managing Team Performance Scenario
As the delegated leader of the customer service team at ‘Yummy in your Tummy Lollies’ you are responsible for ensuring that the shop is always staffed with shop assistants who make customers feel welcome, attend to their individual needs knowledgably and promptly and who are able to maintain the shop’s displays at all times. At any one time you have a team of fifteen (15) shop assistants with a need for six (6) per day. Due to the nature of the work you have an average staff turnover of ONE (1) staff position per month.
At a recent senior management meeting the business plan was developed from which you now to develop a performance plan for your sales team. You also need to remember the ongoing team requirements as well as those new requirements brought about the strategic plan. In essence, the business plan states that, over the next twelve (12) months, ‘Yummy in your Tummy Lollies’ is aiming to:
Increase turnover by 30% by:
§ Introducing twenty (20) new products including a range of 6 ‘healthy lollies’ options
§ Build market loyalty by specifically targeting ‘teens’ as customers by:
§ Designing new packaging specifically designed to have greater marketing appeal to the 7-12 age demographic
§ Introduce and roll out a club membership for ‘teens; that provides them free gifts for purchases over certain amounts.
Increase efficiencies by:
§ Increasing average customer sales from $4 per person per visit
§ Purchasing and installing a new computerised Point of Sales system (till) aimed at tracking sales by each Sales assistant
The requirement here is to undertake and complete the following key tasks within the tables provided:
1. Define at least 3 new sales team goals for the next twelve (12) months. You are to ensure that all sales goals are written in a SMART (specific, measureable, achievable, relevant and timely).
2. Define the Key Performance Indicators (KPI’s) and standards for each goal.
3. Define the timeframe for each goal.
4. Select one (1) goal and make an action plan which clearly documents how you will achieve this goal.
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