Question

A multinational retail company is thinking about establishing a new performance management system at their institution to help employees provide better customer service. Management needs to decide on who should participate in measuring performance of company’s salespeople. Using the knowledge gained in the course, explain any three sources the company authorities may use to gather the required performance information? Justify your choices with relevant examples.

Answer 1

The company authorities can gather performance information from supervisors, peers, and customers.

Step-by-step explanation:

The company authorities can gather the required performance information from three different sources:

1. Supervisors: The supervisors can provide valuable insights and evaluations of the salespeople's performance. They have direct oversight and are responsible for setting goals and expectations for the sales team. For example, supervisors can assess the salespeople's ability to meet sales targets and provide constructive feedback on their customer service skills.
2. Peers: Gathering feedback from peers can offer a different perspective on performance. Peer evaluations can provide insights into teamwork, collaboration, and communication skills. For instance, colleagues can assess how well salespeople support each other, share knowledge, and contribute to a positive working environment.
3. Customers: Customer feedback is crucial in measuring the performance of salespeople. The company can gather customer satisfaction surveys, conduct focus groups, or analyze customer complaints and compliments. This feedback can highlight areas where salespeople excel in providing excellent customer service or areas that require improvement.