How can we make sure our 120 sales reps and merchandisers (who do POS selling and product tasting) are really visiting the Points of Sale and not just faking data or making phone calls in lieu of actual visits?
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We have our sales force all over Florida. They have to visit each POS, verify inventory, displays, do product tastings. They have a visits quota per week. Having supervisors in every city is too expensive so we do random verifications to our field reps. Most times they send reports with 100%+ achievement, but random verification finds fake data. Is there a method to control 100% these visits? GPS Tracking has not worked properly where used, sometimes because a mall may have high density of POS and inside tracking/fine tracking does not work well.
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Answer:
A couple of ideas for you: LEAST EXPENSIVE OPTION: Let your employees know that you will be auditing their work through phone calls/emails to the POS locations. Build a database of contact info and do random spot checks on each employee. When you get 100% compliance, offer recognition and thanks to the employees who are doing the job. If you find bad info, give a warning and put that employee under more heavy monitoring, maybe checking 10 visits/week instead of 5 (or whatever you choose). You will not have to check all visits to find trends. MORE EXPENSIVE: Give you people phones with cameras that capture location data. Ask them to take pictures of what they are inspecting on their visits and email the photos to you. MOST EXPENSIVE: Look at retail merchandising apps that are already out there. Here is one link (http://www.motioncomputing.com/solutions/retail.asp) that I found with a quick Google search for "retail merchandising apps".
Bill Florin at Quora Visit the source
Other answers
Have you taken action against the employees that submitted "fake data?" If there is a clear set of expectations and corresponding actions for performance met or not met, why would the practice continue? At a certain point, you have to trust your employees; but when they aren't meeting clearly defined expectations, respond accordingly. Another thing to consider is whether or not your quotas are appropriately set. If otherwise good employees are fudging their numbers, have you asked them why? Is it possible that the behavior is caused by unrealistic expectations, especially in an economic environment in which people are so desperate to hold on to their jobs that they would act dishonestly to do so? Is there solid two-way communication practices that would allow the employee to express concerns, or is submitting fake data an easier tactic than challenging the process? In your recruiting and interviewing, are you asking behavioral-based questions, specifically aimed at integrity-related behaviors? There is a very specific skillset necessary for employees who will be working independently. If the right people are hired, and given the right expectations, your shouldn't need to even consider supervisors in every city. The dishonesty that prompted your question must be dealt with, but it is important to review all aspects of the situation. The employee may not be the only one responsible.
Eleanor Biddulph
Introduce a small monthly bonus for those who achieve a good record on your random verification's. If they fail to uphold the verification then they lose out on that bonus for three months. Money only motivates people up to a point. So if they're already well paid this might not work. In Harvard business review they find that providing employees the value they perceive (flexibility, simple goals, benefits etc) rather than just pay increases perform better http://blogs.hbr.org/2013/04/does-money-really-affect-motiv/. Maybe take a survey with your employees where you ask them what they would value as a reward for achieving all their quota's..
Darryl Fleming
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