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The main concerns we have is Kim’s ability to transfer the customer service skills practiced and learned in the garden center, and to learn new homeware specific products and service knowledge. One of the key determinants of whether the second staff will be a success that will be Kim’s attitude to acquiring new skills and knowledge and persevering through a period of adjustment to her new work conditions.The measuring customer service is an important part of the business. When employees know their work is monitored, they are more likely to bring the same quality of work to the front counter every day. Monitoring also provides valuable information that can be used to more effectively train customer service employees and teach them to bring their service to the next level.Choice Business College Page 12 of 54RTO 41297 | CRICOS 03444CDec 2017 version: 2.0
Your answers for task 1:BSBMGT502 Manage people performanceReinforce excellence in performance through recognition and continuousfeedbackWhen the manager has evaluating employees for the professional and ability performance of their jobs satisfactorily. The result of these evaluation needs to be distilled into valuable feedback to our employees to help them understand where their strong and weak points lie. By giving employees constructive feedback, we canencourage them to continue with their successes and help them overcome their weaknesses, which results in a stronger workforce. Give a positive feedback immediately or as soon as possible.Convey positive feedback on an employee performance in a team meeting asappropriate.Be sincere while conveying a positive feedback. Show appreciation frequently. Whether an achievement is big or small, useevery opportunity to deliver a positive feedback to show that small or big, theemployee contribution has been recognized.Choice Business College Page 13 of 54RTO 41297 | CRICOS 03444CDec 2017 version: 2.0
Your answers for task 1:BSBMGT502 Manage people performanceAppendix 2: Employee work plan(The Goals and KPIs consistent during Six-month transition period)Currently sales representatives in the hardware and homewares division is $10,000 of revenue monthly.KRAActivities / GoalsKPIsMeasurementAccountability / DependenciesFinancialSalesperformance on target$10,000 ofrevenuemonthly.Salesamount2,000/week.Sales amount8,000/monthly(duringsix-monthtransitionperiod)Monitoronsales report byweeklyandmonthlyReporttoManagerInternal ProcessEffectivelywork withpoint-of-saletechnologyUnderstandand use allequipmentrequiredeffectively.Completesalestransaction in2 minutes Monitoronpoint of salesterminalreport. ReporttoManagerCustomer FocusEffectivelydevelopteam work,up-sell andcross-sellwhenappropriatetomeetcustomer’sneeds.