Sig Behaviors Quiz_Sales

The Customer is Our North Star

Employee: Alex Position: Retail Development Sup. Scenario: Alex interacts with customers interested in purchasing mobile plans, devices, and related services. The store emphasizes customer satisfaction and teamwork to drive sales and retain customers. Alex's has been noted to demonstrate the following: 1. Engages with customers when necessary but often passes responsibilities to others: When a customer approaches Alex with a question about a complex mobile plan, instead of taking the time to explain the details, Alex quickly directs the customer to a colleague hence creating an impression that Alex is unwilling to handle challenging inquiries. 2. During a store-wide promotional event, Alex assists with setting up displays and attends to customers. However, he limits his interactions to brief, surface-level conversations, often focusing on tasks rather than engaging customers in meaningful discussions about their needs and preferences. This results in missed opportunities to upsell products. 3. Expresses concern for customer satisfaction in meetings but rarely volunteers to lead initiatives or follow up on suggestions. For instance, when the team decides to implement a new feedback system, Alex does not actively participate in its execution or track customer feedback to identify areas for improvement.

• 1 - Behavior Unsatisfactorily Demonstrated/ Not Demonstrated

• 2- Behavior seldom demonstrated / needs improvement

• 3 - Behavior Demonstrated Frequently and on point

• 4- Behavior Consistenly Demonstrated and on point

• 5 - Role Model to Others

We Trust Each Other To Do the Right Thing.

Jimmy works at a telco retail store, known for its fast-paced environment and emphasis on team collaboration and customer service. For this year you noted that following behaviors: 1. When a new team member was unsure about recommending a higher-tier mobile plan to a customer, Jimmy assured them of their capability and supported their decision, leading to a successful sale. This trust fosters a collaborative and empowered team environment. 2. During a recent team meeting, Jimmy addressed a scheduling conflict by openly discussing the issue and suggesting a fair solution. Even in stressful situations, such as handling an irate customer, Jimmy remained calm, listened actively, and communicated with empathy and respect, ensuring the customer's concerns are addressed without escalating the situation. 3. Demonstrated a strong track record of completing tasks and meeting deadlines: Jimmy consistently meets or exceeds expectations regarding task completion and deadlines. For example, Jimmy was responsible for organizing the store's inventory system overhaul, completing it ahead of schedule and with meticulous attention to detail. This reliability ensures that team operations run smoothly and efficiently.

• 1 - Behavior Unsatisfactorily Demonstrated/ Not Demonstrated

• 2 - Behavior seldom demonstrated / needs improvement

• 3 - Behavior Demonstrated Frequently and on point

• 4 - Behavior Demonstrated Frequently and on point

• 5 - Role Model to Others

Our People Are Our Family

Employee: Ted Position: Sales Operations Support Specialist Scenario: Ted works in the sales operations support team at a telco company. This team plays a critical role in ensuring smooth sales processes and supporting the sales team. Please review the behaviors and decide what rating to give Ted. Behaviors Demonstrated: 1. Ted is known for being a positive presence in the office. During team gatherings and celebrations, Ted actively participates, sharing in the humor and joy, even though they may not be the one leading these activities. This contributes to a pleasant and cohesive work environment. 2. Ted frequently participates in training sessions and development workshops. After attending a recent seminar on data analytics, Ted applied the new techniques learned to improve the efficiency of the sales reporting process. This proactive approach to learning and application enhances the team's overall performance. 3. When a team member faced personal challenges, Ted was quick to offer support, listening empathetically and suggesting practical ways to manage their workload. Ted's consistent display of empathy and support contributes to a nurturing and supportive team environment, ensuring that team members feel valued and understood.

• 1 - Behavior Demonstrated Frequently and on point

• 2 - Behavior seldom demonstrated / needs improvement

• 3 - Behavior Demonstrated Frequently and on point

• 4 - Behavior Consistently Demonstrated and on point

• 5 - Role Model to Others

We Are One

Employee Mark's Position: Customer Care Specialist Scenario: Mark works in the Customer Care Department. Please review the behaviors and decide what rating to give Mark. Behaviors Demonstrated: 1. During a strategy meeting to improve CSAT scores, Mark occasionally asks colleagues for their opinions on potential initiatives. However, when it comes time to implementing changes, Mark often defaults to their own ideas, such as maintaining current call scripts, rather than integrating the diverse suggestions provided by team members, which could potentially enhance the customer experience. 2. Mark interacts regularly with team members from different roles within the Customer Care Department, including those handling technical support, billing inquiries, and service cancellations. Despite these interactions, Morgan frequently relies on familiar, routine solutions, such as offering standard discounts or basic troubleshooting steps, rather than exploring new, creative resolutions or leveraging the specialized knowledge of colleagues in different areas. 3. When receiving feedback from supervisors about potential biases in handling customer complaints—such as a tendency to be less patient with certain demographics—Mark acknowledges the feedback and expresses a willingness to improve. However, Mark has not implemented a consistent practice of self-reflection or made noticeable changes in behavior, resulting in repeated patterns of bias that affect the quality of customer interactions.

• 1 - Behavior Unsatisfactorily Demonstrated/ Not Demonstrated

• 2 - Behavior seldom demonstrated / needs improvement

• 3 - Behavior Demonstrated Frequently and on point

• 4 - Behavior Consistently Demonstrated and on point

• 5 - Role Model to Others

Malasakit Is Our Strength

Position: Regional Sales Representative (Pre-paid Products) Scenario: Jordan works in the Regional Sales Department. Please review the behaviors and decide what rating to give Jordan. Behaviors Demonstrated: 1. During regional sales meetings where strategies for boosting pre-paid product sales are discussed, Jordan frequently appears disengaged, often checking their phone or not paying attention. When project teams are formed to develop new sales initiatives, Jordan rarely volunteers ideas or actively participates, leading to a noticeable lack of contribution to team efforts. 2. Doesn't offer support or assistance to team members who are visibly struggling: When a fellow sales representative struggled to meet their sales targets for pre-paid products, Jordan did not offer any assistance or support. Even when approached for help or advice, Jordan tends to be unresponsive or dismissive, failing to foster a collaborative and supportive team environment. 3. Tends to be focused solely on work tasks, ignoring the personal or emotional needs of others: Jordan is highly focused on completing individual sales tasks and meeting personal targets. However, this focus comes at the expense of recognizing and responding to the personal or emotional needs of colleagues. For instance, when a team member expressed stress over balancing work and personal life, Jordan did not acknowledge their concerns or offer any words of encouragement or support.

• 1 - Behavior Unsatisfactorily Demonstrated/ Not Demonstrated

• 2 - Behavior seldom demonstrated / needs improvement

• 3 - Behavior Demonstrated Frequently and on point

• 4 - Behavior Consistently Demonstrated and on point

• 5 - Role Model to Others

Together We Can Do Great Things at Speed

Employee Sam's Position: Credit and Collections Manager Scenario: Sam works in the Credit and Collections department Please review the behaviors and decide what rating to give Sam. Behaviors Demonstrated: 1. Sam is known for consistently bringing innovative solutions to the department. For example, Sam introduced an advanced predictive analytics tool that significantly improved the accuracy of credit risk assessments. This tool has not only streamlined the collections process but also reduced the rate of delinquent accounts, setting a new standard for the department. 2. Sam dedicates time to mentor team members on making swift and effective decisions. By conducting regular training sessions and one-on-one coaching, Sam has empowered the team to handle complex credit issues independently. This mentorship has led to quicker resolutions of outstanding accounts and enhanced team confidence in decision-making. 3. Sam has a reputation for uniting diverse teams and fostering collaboration across different departments. For instance, Sam led a cross-functional project involving the sales, finance, and customer service departments to develop a comprehensive approach to credit management. This initiative not only improved interdepartmental relationships but also resulted in a more cohesive and effective credit and collections strategy.

• 1 - Behavior Unsatisfactorily Demonstrated/ Not Demonstrated

• 2 - Behavior seldom demonstrated / needs improvement

• 3 - Behavior Demonstrated Frequently and on point

• 4 - Behavior Consistently Demonstrated and on point

• 5 - Role Model to Others