Frontline Sales and Service Competency Cards - Hospitality, Retail and Customer Service
Frontline Sales and Service Competency Cards - Hospitality, Retail and Customer Service
For customer service, retail, hospitality or contact centres - this is the essential tool for determining the range of skills you have, and those you want to add to the team. These Frontline Sales and Service competency cards help reduce risk when building your business and hiring people, helping you to focus on finding the right person for your crew.
Frontline Sales and Service Competency Model and Competency Cards
Job competency models define what top performers actually do on a job to produce outstanding results.
To be clear, a competency is a “skill, knowledge, motive, attitude, or personal characteristic that causes or predicts outstanding performance.” It's critical to use a job competency model designed for sales performance, that contains the skills and behaviours needed to be successful on the job, and that clearly and objectively identifies only the skills that affect bottom-line results.
WHAT’S THE DIFFERENCE BETWEEN OBJECTIVES OR KPIS AND COMPETENCIES?
Objectives spell out what the organisation wants employees to do, while competencies spell out how management wants the objectives to be accomplished.
WHY HAVE BOTH PERFORMANCE OBJECTIVES (KPI) AND COMPETENCIES?
By having both performance objectives and relevant competencies, companies clarify to their employees exactly what constitutes high performance on the job. Source: Talentquest.com
WHAT PROBLEM DO COMPETENCY MODELS SOLVE?
They answer these key questions ….
Which employee behaviours are going to drive the strongest results?
Are our employees behaviours aligned with our company objectives and values?
What is the best hiring process for us?
How do we hire the best team to deliver the company strategy?
What are we actually looking for? And how will we know when we find her or him?
WHAT DO WE USE THESE CARDS FOR?
These cards can be used for:
Self Assessment of frontline skills - designed for retail, hospitality, contact centres and service businesses.
Assessing Co-Founding Team Skills
Hiring a Frontline Sales or Customer Service Person
Interviewing Leading Candidates
Performance Management of Frontline People and Teams
Words from the People That Matter
We got a tonne of intel from doing lots of sessions hands-on product testing with leaders and experts in hospitality, retail and customer service. Due to the iterative approach in our product design process we were able to get them hands-on with an MVP that did connect and add value.
Okay, we’ll pat ourselves on the back here as we received comments such as:
“I think the cards would also be an asset when hiring through a cultural or language barrier, as they are very logical and easy for people to understand. They could be used in a variety of ways, to get to the same outcome. I also thought the marking system that comes along with the cards, is a great thing.”
“I can see these becoming a successful tool used for recruitment in the hospitality industry as the concept is so easy to follow and can see the benefit these would provide during the recruitment process, particularly for smaller businesses.”
“I and both others were in strong agreement that the competency cards are a fantastic idea, that being able to score an interview in such a clear and defined manner is a very useful tool to have at ones’ disposal.”
Tutorials
How to use the Frontline Competency Cards to meet your business needs: (videos are for the full sales sets but the approach is the same - new videos coming late November 2018, and shout out if you want to set up a time for a hands-on run through with us)
iring a sales person?
(1:23)
Interviewing a sales candidate?
(1:25)
anaging the performance of your sales team? (2:09)