Family Video |
MEMO
To: Customer Service Representatives
From: Roxanne Duran, Store Manager
Date: 10/16/2011
Re: Improving Commission Sales
Due to declines in employee sales rates, which monitor the amount of commission-based
sales made by each individual employee, the company initiated a program to encourage
better sales performances. The company first notified employees of their rankings among
other employees within the entire company, in order to make the staff aware of their
shortcomings. The managers then gave the employees useful tips which they should use
to promote their sales. These tips included:
· Pay attention to each customer’s sales history
· Mention the “Buy 3, Get 1 Free” special
· Promote beverage and candy sales
· Notify of discount expiration and offer renewal of ½ off discounts
The management also instituted a rewards system, which would praise the employees
who earned top sales rankings. The employee rankings were posted on the counter and
were updated at the end of each week.
Because the management of Family Video was able to successfully communicate what
the problem was, why it needed to be fixed, how to fix it, and also give rewards for solving
the issue, the employees responded promptly and efficiently. The employees’ sales
rankings gradually began to increase each week, and the staff improved their relation
skills with the customers. As a result, over time, some employees even reached the top 10
rankings out of all the Family Video stores across the country.
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