Measuring staff success
Featured in the Selling through Customer Service training manual
By Tony Gillen
Category: Sales Skills
Credit price: 4 download credits (Single user)
Using a mix of whole group work, syndicate discussion and individual exercise, this training activity enables participants to use sales targets as a basis for looking at their own performance and activity levels. Measuring results does not help customer contact staff to improve. Improvement comes from staff identifying their own strengths and weaknesses and then doing something about what they do and how they do it. This training activity puts staff in control of their own actions.
You begin this training activity by discussing New Year’s resolutions and why people rarely stick to them – the reason are common to the failure of all important processes. Participants look at a resolution written in terms of the acronym SMART. They then consider an improvement process that focuses on performance (how well selling skills, for example, are applied) and activity (how often they are applied). Quality and frequency are the keys to success. You move on to helping participants set a personal performance goal associated with their sales targets. Participants then explore two monitoring and measurement tools: one for improving the quality of their performance and the other for recording both frequency of action and achievement of targets. They personalise the tools to increase the sense of ownership and to enhance self-motivation for improvement. Participants then begin the improvement process by measuring where they are now. The training activity closes with scores from each person on their intention, enthusiasm and commitment to use the tools to improve – and so make more sales.
Who is it for: This training activity is intended for use by trainers to provide participants with the tools to measure what they do and how they do it in order to raise performance levels and so sell more products, and to introduce participants to self-measurement and
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 01:50:00 |
| No of Pages: | 22 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity is intended for use by trainers with all customer contact staff who are responsible for winning new sales.
Download the training activity, Measuring staff success as featured in the Fenman training manual; Selling through Customer Service