How Do I Set Up a Productivity Improvement Program?

The four benchmarks of a productivity improvement program are training and coaching, nonnegotiable sales and customer service standards, goals, and accountability. Training It should focus on four distinct areas: sales techniques, product knowledge, operations, and customer service. The keys to effective training are: hear the information, read the information, write the in-formation (i.e., testing), role-play under-standing of the information, and do it live. Setting sales and customer service standards An effective sales manager must have standards that are never compromised. You won't be as effective as you could be if you allow your people to strike or boycott what you know must be done. Sales and customer service standards will have a direct effect on sales. They must be written and posted, and your salespeople must understand the philosophy behind them. You must constantly re

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