You've been doing a good job managing a retail outlet for several years, but your store's receipts are beginning to fall behind projections. The problem is thathas recently focused on getting more volume through upselling and add-on sales. The firm didn't just set new goals; it provided new sales training for every employee to match the new strategy, and you were confident your team could excel as it always has.
But it didn't, because your employees kept dealing with customers just as they always had. You introduced a new sales incentive program, which boosted sales from your least reliable and efficient employees, but your standouts--that is, your former standouts--stayed stuck. And Bonnie, your most experienced employee, is the most stuck. You've counseled her, and she acknowledges that the new emphasis on up-selling is important. "But it feels so uncomfortable," she says. "I don't like being pushy with people; ...(register to read more)