Scenario 2: Propose 3-4 outcome-based and behaviour-based controls for sales managers of an up-market real estate agency. Justify your selections.

Scenario 3: Propose 3-4 outcome-based and behaviour-based controls for sales managers of a professional liability insurance company used by engineers. Justify your selections.

Outcome Based Controls:

1. Sales targets and revenue goals- setting sales targets and revenue goals aligns with the financial objectives which ensures managers are focused in achieving results

2. Client satisfaction scores- monitoring client satisfactions through surveys or feedbacks which are indicative of effective sales managers interactions

   
   

   Behavior-based controls:

   1. Adherence to sales process- ensures that sales managers follows a standard sales process to maintain consistency and quality in client interactions.

   2. Team Development and Training- measures how well managers invest in and develop their team through training.

   
   

Amadea

Charith

Jonas

Ofa

Rhamzel

Yatin

Outcome-Based Controls:

1. Customer retention rate and cross selling ratio

2. Total Profit

3. Claims frequency

4. Fraud detection from the customer

   
   

Behaviour-Based Controls:

1. Client engagement

2. Team collaboration

3. Customer satisfaction feedback

OUTCOME BASE

Sales revenue targets - For a luxury branded apparel, setting a specific revenue targets ensures that sales managers are focused on achieving quantifiable financial goals.

Customer satisfactions scores - Customer satisfaction is paramount. Using surveys or net promoter scores (NPS) as a control ensures that sales managers priortize high quality customer service.

Sales growth percentage - Monitoring this will increase in sales compared to previous periods helps track the effectiveness of sales and it will contribute to overall business growth.

BEHAVIOR BASED CONTROLS

Adherence to Brand Guidelines- ensures a consistent customer experience and preserves the brand’s exclusivity.

Customer Service Quality Evaluations - ensures that sales managers are maintaining high service standards, which is crucial for brand loyalty

Team Training and Development- accountable for regularly training their team on product knowledge, customer engagement, and selling techniques, ensuring that staff are well-equipped to offer a premium service.

Anjali, Chathu, Heyley, Xie

OUTCOME BASED

Sale Revenue targets

KPI Upselling and cross-selling

Sales growth Rate

New sale leads

Customer Retention Rate

Brand Equity Index

Net Promotor Score

Amadea

Charith

Jonas

Ofa

Rhamzel

Yatin

1. Customer Retention Rate

2. Average Sales Cycle Time Customer

3. Satisfaction Score

   
   

1. Total Sales Volume (Outcome-based):

2. Number of New Clients (Outcome-based):

3. Conversion Rate (behaviours-based): .

4. Customer Follow-up Rate (Behavior-based):