Financial 30000 sales sales 20000 professional

This preview shows page 41 - 43 out of 58 pages.

Financial $30,000 sales$ sales$20,000Professional developmentParticipate in 2 hours of sales training per month.Training hours0 hoursOrganisational performanceInformation from the Sales and Marketing ManagerA discussion with the Sales and Marketing Manager has provided you with the following information.The Sales and Marketing Manager has been tracking progress against the following key performance indicators (KPIs):1.Quality of online sales and service is measured in: % of mistakes made by a customer service employee when providing information or making an order. Thetarget is 1%. Currently the rate of mistakes made is 10%.2.Speed of online sales and service is measured in average time to resolve a customer enquiry. The target is <10 minutes. Currently, the average time to complete an online enquiry is 20 minutes.3.Average delivery speed is measured in the average time in days from the order being made to the customer receiving delivery of the product. The target is three days from order to delivery. Currently, the average delivery speed is three days.4.Revenue success is measured in the amount of revenue generated in dollars. The target is $300,000 in sales per quarter, which would make an $80,000 profitper quarter. In the second quarter this financial year, we generated $250,000 in revenue, providing a profit of $40,000 for the quarter.Further to the KPIs, the Sales and Marketing Manager provides more information on each area of performance.Quality of online sales and service:Staff not familiar with product line, even after training.Staff do not understand CRM (customer relationship management) systems and ordering processes.Staff do not understand product line. Unable to locate information.TAD28 BSBMGT517Version: 2.0Implemented: July 2018To be reviewed: July 2019Responsibility: Head trainer© The Wales Institute Pty LtdPage 41 of 58
BSBMGT517 Manage operational planPoor communication lines.No job aids or support from management.No ongoing performance management as per company policy.Low staff morale: complaints of back pain and distractions in environment.Speed of online sales and service:Many customers abort interaction due to length of time for order completion.Some extra time taken because of lack of skills and knowledge.Some time taken because of poor website maintenance and occasional downtime.Speed of delivery:Driver team leader is exceptional motivator.Driver morale is high.Driver attendance of routine training and team briefings is at 100%.Online sales and revenueSome lack of sales may be due to poor customer service.Sales may pick up as awareness of online option through marketing actions increases.In terms of our key actions, we’re tracking well. The website redevelopment has beencompleted on time and to budget. The delivery trucks and forklifts have been acquired and put into operation on time. In terms of recruitment, staff have been recruited on time, and the planned training has been completed.

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture