| Improvement in job performance comes about through | | | | Recommending the purchase of an extended |
| the ability of the frontline manager to coach his or her | | | | warranty early in the sales process.o A second |
| employees to change the way they accomplish tasks | | | | recommendation before the sale is secured.o Giving |
| related to their jobs. A critical component in aiding | | | | the customer one or two concrete benefits of |
| frontline supervisors to positively change the | | | | purchasing the extended warranty after explaining a |
| performance of their staff is the understanding of | | | | feature, such as "An extended warranty for this |
| basic behaviours that enable higher accomplishments. | | | | appliance gives peace of mind should any repairs be |
| The idea is that by identifying and encouraging | | | | necessary".o Tell the customer that the price of the |
| average performers to adopt the same behaviours | | | | extended warranty can be added to the total cost at |
| exhibited by top team members, the organisation will | | | | checkout.o Break the additional cost down into smaller |
| reap far-reaching benefits. | | | | increments, such as the dollar per week amount.o If |
| This is more than just a concept; it has been proven to | | | | the customer exhibits resistance, increase the value |
| work in high-level companies around the world. | | | | proposition by mentioning an additional benefit.o Ask for |
| Although every employee is different and brings | | | | agreement to purchase. |
| varying skills to the team, best practices can be | | | | The result of implementing these best practices at the |
| broken into steps anyone can learn. | | | | company was a strong increase in the sale of |
| Retail Case Study | | | | extended warranties, from 33% up to 52%. |
| Consider this example of how one company used top | | | | Obviously this concentration on identifying the |
| performers' best practices to realise an increase in | | | | behaviour in top performers and teaching it to the |
| sales. | | | | sales staff was quite beneficial, allowing the store to |
| The company sells retail appliances and electronics. | | | | go from facing closure to becoming profitable. |
| The greatest profits come not from the items | | | | In order to use this improvement scheme in your |
| themselves, but as a result of selling an extended | | | | organisation you will first need frontline supervisors to |
| three- to five-year warranty to the customer along | | | | observe, identify, and analyse the behaviours of their |
| with their purchase. Their priority for the sales staff | | | | top performers. The second step is to teach the entire |
| was to maximise sales of the extended warranties. | | | | team how to perform in this manner. Lastly, it is up to |
| The consultant the company hired spent some time | | | | the team manager to coach their staff and manage |
| observing consistently high performing sales | | | | them in a way that promotes the use of these |
| associates at a competitor's location. The manager at | | | | behaviours. Feedback is an important component of |
| this store was interviewed, as well. After this | | | | this step in that it allows employees to gauge their own |
| observation and information gathering process, the | | | | performance against the standard. |
| following behaviours were identified as being most | | | | Any organisation can realise these benefits, not just |
| influential to the sale of extended warranties:o | | | | retail. |