BSBWOR502B - ENSURE TEAM EFFECTIVENESS
You are the leader of the customer service team for an organization. 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 an 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:
o 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:
- Sales, sales staff