We've got a team of sales people who handle sales in a self-elective manner from a helpdesk funnel.
Basically the workflow is as follows:
- Customer places order
- Order appears in helpdesk
- Sales rep elects to handle order
A similar workflow exists for simpler requests as well as quotations. Working on commission wouldn't be an option because it would definitely create an environment counter productive to our business, for example the sales reps could:
- Elect to only handle large value orders
- Handle too many orders which would result in a lower quality customer experience
- Become aggressive / negative towards one another
The down side of this of-course is that there is not really an incentive to handle more orders, i.e why should you work harder if there isn't much benefit apart from it reflecting well on your business ethic. (Don't misunderstand me, I personally see great value in business ethic, but sometimes people can overlook this).
I was thinking that an alternative to commission could be a sales incentive, where the combined results of these areas (sales, quotations, queries) is all taken into account on a month-to-month basis & the top performer could receive a bonus of sorts for being sales person of the month.
The weird thing with incentives is that they sometimes have effects which are counter productive to what you initially set out to do.
How can I go about creating a holistic sales intention which would be both productive for the business as well as for the members of our sales division?
Thanks in advance!