You are the leader of the customer service team for anorganisation. You are responsible for ensuring that the shop isalways staffed with assistants who make customers feel welcome,attend to their questions and needs knowledgably and promptly andwho are able to maintain the shop’s displays at all times.
At any one time you have a team of 15 assistants with six neededper day. Due to the nature of the work you have an average turnoverof one position per month.
At a recent senior management meeting the business strategicplan was developed, from which you now need to develop aperformance plan for your sales team. You also need to remember theongoing team requirements as well as those new requirements broughtabout by the strategic plan.
In essence, the strategic plan states that, over the next 12months, the organisation is aiming to:
Increase turnover by 30% by:
- introducing 20 new products including a range of six healthlollies that have added nutrients
Build market loyalty by specifically targeting tweens ascustomers by:
- designing new packaging specifically designed to have greaterappeal to the 7–12 age group
- introducing a club membership for tweens that gives them freegifts for purchases over specific amounts
Increase efficiencies by:
- increasing average customer sales from $4 per person per visitto $6 per person per visit
- purchasing and installing a new computerised till aimed attracking sales by each salesperson
Define the sales team goals for the next 12 months.Ensure that they are SMART.
