Activity 2

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 and 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 organization is aiming to:
Increase turnover by 30% by:
a. 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:

a. Designing new packaging specifically designed to have greater appeal to the 7-12 age
group.
b. Introducing a club membership for tweens that give them free gift for purchases over
specific amounts.

Increase efficiencies by:

a. Increasing average customer’s sales from $4 per person per visit to$6 per person per
visit.
b. Purchasing and installing a new computerized till aimed at tracking sales by each
salesperson.
Your task is to:
a. Define the sales team goals for the next 12 months. Ensure that they are SMART.
b. Define the KPIs and standard for each goal.
c. Define the time frame for each goal.
 d. Select on goal and create and 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 risk or constraints.

A. “Yummy in your Tummy Lollies” is aiming to : Increase turnover by 30% by:

 Introducing 20 new products including a range of 6 “health” lollies that have
added nutrients.

Building market loyalty by specifically targeting “tweens” as customers by:

 Designing new packaging, specifically designed to have greater appeal to the7-12

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 computerized until aimed at tracking sales by each
salesperson.

I am thinking they have SMART goals.

B. Increase turnover by 30%

 KPI–Sales staff to promote the companies to clients, this includes any new product lines.
 KPI –Assistants who make customers feel welcome, attend to their questions and needs
knowledgeably and promptly.
C. 60% of profit will be analyzed month per month, however the goal should me attended
in the end of next year, so the sales will have time to do their plans to achieve this goal.
30% of profit of new products should be attended each 3 months after the new product
has been introduced at the market. Once each product is introduced in a big event, the
sales will have a good opportunity to achieve this goal.

D. 30% of profit of new products:

 Resources needed: Salesmen/saleswomen, training for employees to know the new

product, budget to make a release event
 Risk: the product not be accept for the costumers.
 To achieve this goal, we need to invite all costumers for the release event and show how
the product evolved or how this new conception would be good to their lives.
 In a second step, the salesmen/women should visit their clients on follow weeks and try
to negotiate the first purchase of this product for a trial.