Stage 4: Last call

The last stage is also one of the most important stage because it is possible to decide the
KPI of the group.
There are 3 step that need doing:
-First, total attack on sales on all channels:
Media posts need to focus on sales after understanding deeply enough on customer
behavior. The long-term strategy and the ultimate goal are to sell tickets.
This is the work that requires agility as well as a deep understanding of customer
behavior, so we need to combine between experienced staff and enthusiastic employees.
Therefore, this small group includes: 2 middle-career staffs and 1 new staff.
=> We apply ‘’coaching’’ leadership style for this small group because there are 2
middle-career staffs, who have developed some competence along with an improved
commitment and a new staff. Moreover, the 2 middle-career staffs can help the new staff
to adapt with the work.
- Conducting word-of-mouth strategy:
Not only should we use the strategy to attract customers, but we also need to combine it
with the word-of-mouth strategy. It is possible to rely on these customers to create a
promotional network to persuade other customers to join. We can prepare small gifts or
vouchers for who introduce new customers to motivate them.
This job requires both experience to propose feasible plan and young thinking to prepare
attractive gift for customer, so we need a small group consisting of one staff who gains
most experienced and has a good relationship with the others and 1 new staff. Therefore,
they can collaborate well and the experience staff can train the new staff as well.
=> We use ‘Delegating’ leadership style for this small group because we trust the
decision-making abilities as well as experience and emotional maturity of the staff who
has most experienced and has a good relationship with the others. Moreover, he/she can
help the leader train the new staff well because he/she has a good relationship with the
others.
- Call directly:
If the company has a list of potential customer but they haven’t signed up or bought
tickets yet, why not call them? Ask them if they have any problems, how can we help
them? It may be a quite time-consuming and laborious way, but effective to ensure sales
for us.
This job requires understanding and relationships with the company's loyal customers,
and the ability to work independently. Therefore, this work is assigned to two senior
staff.
=> We also use ‘Delegating’ leadership style for this small group because they are get
more than 10 year experiences and able to work independently, so there is little direction
or support and the leader gives full authority to them to make the final decision.