Key Job Responsibilities:

1

Effectively managing inbound calls while selling the best products and providing appropriate solutions to Hello Direct Customers.

2

Recommends products and applications expertly and finds innovative solutions for customers.

3

Increases value of each call by offering additional products through cross-selling and up-selling.

4

Develops comprehensive knowledge of company services, products and procedures.

5

Enter data accurately and in a timely fashion.

6

Regular attendance and punctuality as scheduled.

Knowledge, Skills and Experience Required:

(Scale: 1 needs improvement, 2 Satisfactory, 3 above average)

Knowledge and Experience

Competence

1

Ability to verbally communicate with clarity and courtesy

2

3

2

Outstanding listening skills, demonstrating patience and understanding of customer communication.

2

3

3

Skilled at questioning, identifying customer need and recommending appropriate solution.

2

3

4

Expertise in identifying and matching product benefit with customer requirement

2

3

5

Computer knowledge and experience with Windows, Outlook and order entry software

2

3

6

Proficiency in add-ons, cross-selling and up-selling Hello Direct products.

products.

2

3

7

Ability to build relationships and cooperation with teammates and other Hello Direct departments.

2

2

Performance Goals:

(Scale: 1 needs improvement 2 Satisfactory 3 above average)

Impact

1

Meet or exceed monthly $$ per call targets set by company.

3

2

Maintain monthly return rate of 10% or less.

3

3

Maintain monthly default Keycode goals set by company

2

4

Meet or exceed monthy monitoring scores at goals set by company.

3

5

No more than 2% of monthly revenue left postponed at the end of month. This goal has been changed due to an inability to track it efficiently. During the 6 month period the postponed orders were reviewed with each rep each week and all orders that could be shipped were processed by the rep. This goal has been replaced by the following goal: Maintain acceptable attendance and punctuality according to department standards.

3

Development Goals:

Impact

1

Attend all team meetings and product trainings presented to department when circumstances allow.

3

2

Attend and actively participate in sales training sessions provided to team to develop sales skills, when circumstances allow.

3

These are the expectations for the behavior of this position based on Hello Directs company values.

Work Output

Mid Year

End of Year

Employee

Manager

Employee

Manager

Quality - produces quality products and services to internal and/or external customers within required timelines and accuracy.

4

4

4

4

Quantity - prioritizes work to ensure assignments are completed; achieves goals; spends appropriate time and effort on projects.

3

2

3

3

Dependability -timely follow through on commitments; regular attendance; gets to work on time

4

4

4

3

Comments:   Employee:

01/02 - I continue to consistently offer callers the best solution to accommodate their business needs by providing them with information on our products so that they can make an informed decision before making a purchase. I have reduced my talk time with the customer by going into less detail about what their needs are and by offering them fewer and more direct solutions that I feel will fit the customers need. I continue to check status of backorders on a daily basis to ensure that backorders and pending orders are shipped in on time.

Comments:  Manager:

01/02 - Marcus has done a good job of bringing his talk time down in the last several months. He went from averaging 9 to 10 minutes per call in his first few months, to about 5 minutes a call today! Marcus had a good year sales wise, his dollar per call averaged $152.73, and his return rate was 7.1% for the year, both of which are exceeding his quota. Marcus started the first half of year with great attendance, he called in sick 3 times and had 1 tardy. However, the second half of the year he had 4 sick days and 3 tardies. Marcus met his customer satisfaction goal 9 during the year. 

Approach to Work

Mid Year

End of Year

Employee

Manager

Employee

Manager

Customer solution driven - focuses on meeting customer requirements (internal as well as external) and expectations; provides quality products and/or services to meet those requirements.

5

5

5

5

Initiative - self starter; has a can do work style; takes positive approach in working with colleagues and customers to achieve results; perseveres; does what needs to be done on occasion to support the organization.

5

4

5

5

Continuous improvement - identifies better ways of doing work; contributes to the financial success for the company; adapts to changing requirements of the business; identifies creative solutions to problems in the context of the big picture

5

5

5

5

Comments - Employee:

01/02 I feel I have become a source for many of my coworkers and often provide them with information on or additional uses for our products on a regular basis. I make every effort to learn more about new items in our catalog by researching the items through consumer reviews, competitors literature and also through direct communication with the product manufacturer. As an example I spoke with OnHold Plus several times during their development of the analog on hold 4500 and 5500 systems. I developed a relationship with several contacts there and was able to provide our customers with delivery dates and specifications before they were made available to us as front line reps. I discuss customer credit issues with our internal credit department as needed and attempt to provide them with completed credit applications when placing new orders for credit customers so that we reduce account verification times.

Comments - Manager:

01/02 - Marcus does a good job of assisting his customers, and it shows in a couple areas. He has received several customer KUDOS, and his return rate is usually one of the lowest in the department (7.1% for the year). Marcus has done so well that other reps have requested to sit next to him and listen in on his calls to see if they can pick up any of his sales tips! Marcus's product knowledge is improving all the time, and he does a good job of sharing any new information he comes across with the rest of the group. This helps us all be more effective in selling or qualifying products!

Relationships with Others

Mid Year

End of Year

Employee

Manager

Employee

Manager

Communication - effectively discloses information; listens to others; communicates clearly and concisely. (oral and written)

4

4

4

4

Teamwork - works well with members of own team and with those on other teams; understands the interdependence with other functions; openly discusses issues to resolve differences.

4

3

3

5

Mutual respect - listens to the ideas of colleagues; values the expertise of others in the organization and is respected by others; acts honestly and ethically in the conduct of business

4

3

3

3

Comments - Employee:

12/01 - I continue to make myself available as a resource for my coworkers and attempt to participate in as many team events as possible. As example I started the Margarita Monday and Friday Fondue potluck along with Lydia, designed and built the canopy and mystery machine for the Jungle and for the Halloween competitions in an attempt to promote the events. I always make an added effort to be available to work extra hours or reschedule my lunch and breaks by checking with Joe C if call volumes are unusually high.

Comments - Manager:

12/01 - Marcus is respected by his teammates and other employees of Hello Direct, and he treats them with the same respect. He is the ultimate team player, always there to help out with team events or contests, or just to help out a fellow rep with questions. He has only been on my team for a month now, but I look forward to working with him and assisting him anyway that I can.

Performance Goals

(Scale 1-5)

Achievements/Impact to date:

Mid Year Status

Year End Status

1

Dollars Sold Per Call

Employee:

My dollar per call averaged 152.73 for the year.

3

3

Manager:

07/01 Marcus averaged 155.58 $ per call, well above the goal of 135.00 
12/01: I agree with Marcus's assessment.

4

4

2

Return For Refund or Exchange Rate

Employee:

My return rate averaged 7.1% for the year.

2

3

Manager:

07/01 Marcus averaged a 5% return rate. 
12/01: I agree with Marcus's assessment.

4

4

3

Keycode Collection and Usage 

Employee:

I think I have done an average job of meeting company standards for keycode usage since evaluation of customer needs take priority .

2

2

Manager:

07/01 Marcus did not meet the keycode usage goal. 
12/01: Marcus did not meet his keycode goal.

1

1

4

Monitored Call Evaluations 

Employee:

I usually score high on all monitoring scores.

4

2

Manager:

07/01 Marcus averaged a 90%, well above the goal. 
12/01: Marcus's monitoring scores have been consistent.

4

4

5

Monthly Postponed Revenue

No more than 2% of monthly revenue left postponed at the end of month. This goal has been changed due to an inability to track it efficiently. During the 6 month period the postponed orders were reviewed with each rep each week and all orders that could be shipped were processed by the rep. This goal has been replaced by the following goal: Maintain acceptable attendance and punctuality according to department standards