Sales and Service Culture Development Assessment

Please answer the following questions that will allow us to ascertain the relative progress of your organization in developing a sales and service culture.

Please complete all required fields.

Full Name

E-mail Address

Organization Name

VISION AND COMMITMENT 1. The management team understands the definition of a sales and service culture.  Yes  No

2. The entire management supports the implementation and development of a sales and service culture.  Yes  No

3. The entire management team publicly supports the implementation of a sales and service culture.  Yes  No

4. The management team, especially the CEO, has and continues to share the vision and need for a sales and service culture with the staff.  Yes  No

5. The management team has developed a strategic plan to implement and maintain a sales and service culture.  Yes  No

6. Standards for sales and service performance are listed in the employee's position description.  Yes  No

7. The Credit Union hires applicants who have ability to sell.  Yes  No

Comments:

SKILL DEVELOPMENT 1. The organization has a product knowledge manual that describes features and benefits of all products.  Yes  No

2. Employees who have the opportunity to sell have been given, and passed a comprehensive product knowledge test.  Yes  No

3. Managers who will be sales and service coaches have been trained to do so.  Yes  No

4. The sales coaches are performing their roles adequately.  Yes  No

5. Employees have been given sales and service training.  Yes  No

6. Support employees have been given service training.  Yes  No

7. Employees are required to identify and commit to improving specific skills that they identify as weaknesses. Employees are required to identify and commit to improving specific skills that they identify as weaknesses.  Yes  No

Comments:

GOAL SETTING AND TRACKING 1. The organization has adequate sales goals for (check all that apply).  the organization  sales teams  individuals

2. On what criteria were the sales goals set?

3. The organization has adequate service goals for (check all that apply).  the organization  sales teams  individuals

4. On what criteria were the service goals set?

5. Employees worked with management to develop sales and service goals.  Yes  No

6. The organization has a satisfactory tracking system for sales and service performance.  Yes  No

Comments:

INCENTIVES AND RECOGNITION 1. There is a plan in place to reward and recognize employees for better than standard sales and service performance.  Yes  No

2. Employees are held accountable for less than standard sales and service performance.  Yes  No

3. Employees worked with management to develop the current incentive/recognition program.  Yes  No

Comments:

What concerns you most about the development of the organization's sales and service culture?

Describe how MNA may be most able to assist your organization in developing a sales and service culture.

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