Performance management systems

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Performance managementsystems

• SRINIVASAN D
• RAKESH RL

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Introduction

• A company based on concept selling
• Roles from the sale department
• No ads for product promotion
• High degree of interdependency

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Roles under discussion
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Role description Take Over Manager

• Responsible for clarifying doubts
• Selection of clients for sales presentation
• Lead a team of sales consultants
• Train and motivate the team
• Correct the mistakes of SCs
• Closing deals with clients

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Role description Venue Manager

• Head of venue
• Fixing sales targets
• Reports to the Area Manager- daily
• Responsible for recruitment
• Responsible for overseeing the training of new
  recruits and Tos

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Role description- Sales Consultant

• First point of contact
• Make sales presentation
• Conduct surveys
• Only explains products
• Reports to TO Manager

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Role Expectation Take Over Manager

• Solve clients query effectively
• Make and close a sales deals
• Adequately train the consultants
• Report to the venue manager
• Motivating his team members
• Training his team members on how to handle
  difficult but prospective clients

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Role Expectation - Venue Manager

• Ensuring the venue reaches the sales target
• Report daily sales volume to the area manager
• Conduct daily meetings with the T.Os
• Train the newly promoted T.Os
• Observe the T.Os interaction with the clients
  and consultants
• Report to the directors about the performance of
  the venue once a month

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Role Expectation Sales Consultant

• Receive the client in a friendly manner
• Establish a good rapport with prospective clients
• Make the clients feel comfortable
• Make effective presentations
• Clearly explain about the company and the concept

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Role set expectations - TOM

• Sales consultants
• Solve queries immediately
• Should be available as and when needed
• Venue Manager
• Properly train sales consultants
• Select appropriate clients for presentation
• Effectively make a deal

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Role set expectations - VM

• Take Over Manager
• Provide adequate team members
• Help identify prospective clients
• Help clarify difficult issues
• Proper guidance in handling clients
• Sales Consultants
• Adequate prospectives for sales
• Give the right amount of targets and
  responsibilities

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Role set expectations - SC

• Take Over Manager
• Should clearly explain the concept
• Identify potential clients
• Convince the clients to purchase the product
• Venue Manager
• Should not answer queries
• Should not provide information
• Not reveal the price of the product
• Build credibility to the product

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KPAs - TOM

• Training Sales Consultants
• Handling queries

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KRAs - TOM

• Effective presentation by SCs
• Fully handling clients queries
• Making deals
• Achieving team targets

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Performance indicators-TOM

• Beginner
• Solve at least some of the customer queries
• Close deals rate at 25 of the prospective
  clients
• Guide fresh recruits but for senior consultants
  in only some issues
• Intermediate
• Resolve 90 of the customer queries and depends
  on the Venue Manager only for difficult queries
• Close deals at the rate of 40 of the
  prospectives attended
• Provides guidance to all consultants but rely on
  Venue Manager for very difficult issues
• Expert
• Able to solve all customer queries including the
  complicated ones and does not rely on venue
  manager
• Close deals at the rate of 60
• Provide complete guidance to all consultants in
  the team

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KPAs - VM

• Training TOs on how to close deals
• Achieving the daily venue target
• Motivating team members to stay with the
  organization

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KRAs - VM

• Ensuring atleast 40 of the prospectives become
  customers
• Achieving the monthly sales volume
• Arresting attrition so that the venue can achieve
  the target sales volume

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Performance indicators - VM

• Beginner
• Maintain daily sales volume at 75 of the
  projected rate
• Motivation among team members is average
• Attrition rate is more than 30 per month
• Intermediate
• 90 of the projected daily sales volume is
  achieved
• Motivation among team members is high
• Attrition rate is 10 to 25
• Expert
• Achieves 100 of the sales volume daily and
  sometimes surpasses it
• Extraordinary motivation among team members
• Attrition rate is less than 10

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KPAs - SC

• Attending the training program regularly
• Reading the sales pitch regularly
• Using the tools of the trade in the presentation
• Calling the T.Os whenever a query is raised

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KRAs - SC

• Thoroughly know the sales pitch
• Prospective clients listen the presentation with
  interest
• Prospective clients feel that they are given due
  importance

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Performance indicators - SC

• Beginner
• Able to tell the sale pitch but make mistakes in
  it and is nervous while giving presentation
• Calls the TO for very few queries and answers
  queries which they are not supposed to
• Intermediate
• Explain the concept to prospectives but makes
  minor mistakes in the sales pitch
• Calls the TO for most of the queries
• Expert
• Confidently explains the concept to the
  prospectives and able to tell the sales pitch-
  word perfect
• Calls the TO for all the queries and not answers
  on their own

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Performance analysis TO Facilitating factors

• FI
• Assertive nature, ability to convince
  prospectives, ability to motivate consultants,
  timely decision making, clarity in communication
• FRO
• Venue manager appreciates when T.Os achieve
  daily targets, closing a big deal, provides
  proper training to consultants
• FS
• Consultants excellently doing their job
• FE
• Getting potential clients, prospectives from
  untapped areas
• FOS
• Consistently identify and send prospectives,
  additional rewards for top performers

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Performance analysis TO Inhibiting Factors

• II
• Not able to close deals with clients who are
  highly potential, very soft natured, language
  problems
• IRO
• Venue manager very critical about whatever the
  T.O does, not appreciating the good work, not
  giving enough consultants
• IS
• Consultants not doing proper job even after
  sufficient training
• IE
• Not getting potential prospectives, getting
  people from saturated areas
• IOS
• No proper rewards, delay in salary payments

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Performance analysis VM Facilitating factors

• FI
• Aggressive and Assertive nature, can close deals
  which T.Os find it difficult, motivate members
  of the venue, judging people and allotting
  prospectives to appropriate consultants
• FRO
• Area manager appreciates when Venue Mangers are
  achieving the daily targets and shows consistent
  performance
• FS
• Having a team of excellent T.Os
• FE
• Getting potential prospectives, prospectives from
  untapped areas
• FOS
• Consistently send prospectives, additional
  rewards for top performers

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Performance analysis VMInhibiting Factors

• II
• Not able to close deals with clients who are
  highly potential, very soft natured, language
  problems
• IRO
• Area manager does not appreciate the good work
  done by the Venue Manager
• IS
• Having a team of underperforming T.Os
• IE
• Not getting potential prospectives, getting
  people from saturated areas
• IOS
• No proper rewards, delaying of salary payments

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Performance analysis SC Facilitating factors

• FI
• Assertive nature, ability to communicate the
  concept clearly, ability to build a good rapport
  with prospectives
• FRO
• T.Os provide additional personal rewards,
  provides proper training to consultants
• FE
• Getting potential prospectives, prospectives from
  untapped areas
• FOS
• Consistently send prospectives, additional
  rewards for top performers

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Performance analysis SCInhibiting Factors

• II
• feels inferior when handling highly potential
  prospectives, taking presentation with a negative
  attitude
• IRO
• Venue manager and T.O does not appreciate the
  good work, not providing proper training, not
  providing enough prospectives
• IE
• Not getting potential prospectives, getting
  people from saturated areas
• IOS
• No proper rewards, delaying of salary payments

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Performance review

• What are the difficulties
• What extra support is needed
• Suggestions to improve performance
• How to rectify the mistakes
• Suggestions for changes in the process
• Target fixing

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Thank you !!