You are the leader of the customer service team for an organisation. You are responsible for ensuring that the shop is always staffed with assistants who make customers feel welcome, attend to their questions and 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 15 assistants with six needed per day. Due to the nature of the work you have an average turnover of one position per month.
At a recent senior management meeting the business strategic plan was developed, from which you now need 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 by the strategic plan.
In essence, the strategic plan states that, over the next 12 months, the organisation is aiming to:
Increase turnover by 30% by:
- introducing 20 new products including a range of six health lollies that have added nutrients
Build market loyalty by specifically targeting tweens as customers by:
- designing new packaging specifically designed to have greater appeal to the 7-12 age group
- introducing a club membership for tweens that gives them free gifts for purchases over specific amounts
Increase efficiencies by:
- increasing average customer sales from $4 per person per visit to $6 per person per visit
- purchasing and installing a new computerised till aimed at tracking sales by each salesperson
Your task is to:
- Define the sales team goals for the next 12 months. Ensure that they are SMART.
- Define the KPIs and standards for each goal.
- Define the time frame for each goal.
- Select one goal and create an action plan which clearly documents how you will achieve this goal. Detail the methods/ processes that you will engage in, the resources that you need and risks or constraints.