Comparative
Analysis in Travel
Retailer's Services
Nuance Group
Submitted By:
Gaurav Katyal
8744039340
12/7/2014
Contents
Introduction .................................................................................................................................................. 1
Well defined ethical code of conduct and policies ....................................................................................... 2
Proper Training ............................................................................................................................................. 2
Implementation of CCTV ............................................................................................................................... 3
Developing a culture of integrity .................................................................................................................. 3
Changing mindset ......................................................................................................................................... 3
Regular Performance reviews ....................................................................................................................... 3
Employee of the Month ................................................................................................................................ 4
Introduction
The boom in the retail sector in India and its corresponding spike in demand for talent has under
scored the need for effective HR systems. The function of human resources has special
significance in retail as the employees operate in a unique environment.
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It doesn’t take a huge public scandal to build a negative perception about you and your business
in the public’s eye. It is often the small mistakes that end up justifying a customer's perception of
integrity of the company. The demands communicated to salespeople by the individuals are
likely to be diverse and often incompatible. Consequently retail sales personnel may often face
ethical dilemmas when torn between short run pressures from management (to achieve sales
target or some other objectives) and long run goals of achieving customer confidence and
goodwill. They indulge in some of the unethical behavior as follows:
Charge full price for a sale item without the customers’ knowledge.
Don’t tell the complete truth to a customer about the characteristics of a product.
Don’t offer information to the customer about an upcoming sale.
Perform the job with inadequate job information or training.
Solutions:-
Well defined ethical code of conduct and policies
There should be well defined ethical code of conduct and policies well defined and
communicated clearly to all the employees that why this approach is being implemented i.e.
letting the employees know the potential risks to the business and what can be the consequences
the employees the employees can face if they not follow the approach properly.
Proper Training
Proper training needs to be provided to the employees on customer relationship management.It
can be on-the-job training which can be very helpful because managers can observe the sales
trainees in real selling situations and provide instant feedback. They can also engage in role2
playing exercises in which the salesperson acts out a simulated buying situation and the manager
critiques the salesperson’s performance.There can be distance learning sales training programs
through teleconferencing.
Implementation of CCTV
CCTV, if not implemented already will prove beneficial for the company because that will
increase the extent of staff monitoring.The staff will also become aware that their actions are
being watched and will restrain from indulging in unethical behavior with the consumers.
Developing a culture of integrity
Developing a culture of integrity within the store whereby staff are less likely to tolerate working
with staff who are behaving dishonestly. This can be encouraged by providing some kind of cash
incentives to the employees who report some kind of unethical behavior being with the
customers of other employee.
Changing mindset
Changing the mindset of salesman that their goal is not sell anything to the consumer instead the
goal is to make customer happy. The salesman should get a understanding of the customer before
selling any item.They should ask questions to the customers to understand their requirements
better and then recommend the items.This would make the customers feel that the salesman
actually cares for him and eventually he would end by buying things. This can be achieved by
motivating people to set customer happiness as their goal.
Regular Performance reviews
Ensuring that management performance reviews are regularly undertaken to remind
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Management staff of their role-model responsibilities within the store environment
Employee of the Month
To encourage the employees to make the customers happy, employee of the month award
initiative can be started. In this, the employee who get the best feedback from the customers
during the month can be awarded by some cash incentives .The feedback can be recorded in
feedback books. This will also motivate the other employees to get good feedback from the
customers.
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