Industries - Retail

PerformInsight Potential Scorecard – Retail
	High	Medium	Low
Sales force
Customer service
Service delivery
Back office operations
Compliance/Standards maintenance	NA
Supply chain
Distributors

Rationale:Retail success depends on managing the customer touchpoint and keeping supply chains as efficient as possible. PerformInsight gives retailers the ability to precisely manage these critical operating resources as well as other functions.

Example Performance Program Focuses – High Potential Opportunities:

1. Sales force:

• Developing a thorough understanding of the sale process and products
• Accurately implementing sales processes
• Recognizing and following through on cross-selling and up-selling opportunities
• Maintaining service brand consistency
• Developing customer and sales force management skills
• Transitioning smoothly through career advancement across sales levels or departments

• Ensuring consistency in the after-sale customer experience
• Using customer databases to manage the relationship and alert others in the sale/service chain
• Managing situations consistently
• Identifying and following through with up-sell opportunities
• Maintaining consistency with service excellence criteria
• Identifying “fit” of employees with opportunities for career progression

• Creating consistency in internal procurement processes
• Ensuring on-time inventory delivery and stocking

• Managing independent distributor sale processes to internal standards
• Upgrading independent distributor sales skills
• Implementing periodic sales programs
• Providing sales scorecards to distributors and independent sales agents