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MARS MODEL OF INDIVIDUAL BEHAVIOR SALES TEAM @ CITIBANK Dionne Miranda Debjani Singha Vinayak Menon Gaurav Agarwal Shahbaj Desai Nitin Nimkar

MARS - Citibank

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Page 1: MARS - Citibank

MARS MODEL OF INDIVIDUAL BEHAVIOR

SALES TEAM @ CITIBANK

Dionne Miranda

Debjani Singha

Vinayak Menon

Gaurav Agarwal

Shahbaj Desai

Nitin Nimkar

Page 2: MARS - Citibank

SUMMARY

Citibank is striving to answer many questions in efforts to benefit from positive employee behavior in the workplace.

The goal of most companies, including Citibank is to foster a win–win situation for both the company and associate.

Implementation of the MARS model to achieve results.

Page 3: MARS - Citibank

WHAT IS MARS?

Identifies four interrelated elements that have an affect on employee performance

Motivation , Ability, Role Perceptions & Situational factors.

Unless all of the elements of the MARS model are satisfied, employee behavior and performance will be negatively impacted.

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A successful Citibank manager will possess a clear understanding of the above mentioned

elements and be able to apply them.

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CITIBANK – SALES TEAM

Sales team is Persistent Avid Goal Setters They LISTEN Are Passionate Extremely Enthusiastic Take Responsibility for their results Work exceptionally hard Show value

Page 6: MARS - Citibank

MOTIVATION Motivation is the inner power that pushes the

sales team of Citibank towards increased performance and achieving a specific sales goal.

What Citibank does to enforce Motivation? Recognizing success Organizational driven (like achievement of targets) Self driven (like ambition to excel). Training Find strengths of each sales team member –

capitalize on strengths! Provide individual aid to attain goals Positive reinforcement techniques like

appreciation, recognition, to encourage the employees to continue their effective performance

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MOTIVATION

• Level 1 – Physiological & Body – Good salary and safe working conditions.

Level 2 – Safety and Security – Job training programs and enrichment.

Level 3 – Social & Friends - Team building seminars and workplace camaraderie.

Level 4 – Esteem – Employee recognition program for performance and promotion.

Level 5 – Self-Actualization – Autonomy, selecting own assignments.

Page 8: MARS - Citibank

ABILITY

Ability refers to an individual’s capacity to perform the various tasks in a job.

“It is current assessment of what one can do”

Sales Team should consist of- Natural aptitude & Learned ability

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NATURAL APTITUDE

Those skills possessed by the sales team

Best salespeople possess vast knowledge

about how to connect with and motivate

people - and perhaps take the company to

the next level.

Skills consist of

- problem solver

- well-organized

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NATURAL APTITUDE

- Self-starter and self-finisher - A successful

sales person moves forward on their own.

- Positive self-image

- Well-mannered and Courteous

- Naturally persuasive

- Person of Integrity

Sales people with a positive attitude SELL more!

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LEARNED ABILITY

Selling is a learned skill!

Training ensures

- sales presentation skills

- interpersonal skills

- general management skills, etc.

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ROLE PERCEPTIONS

Role – behaviour pattern which an individual

occupies and is expected to display

Perception – understanding how one is

supposed to behave in a particular role by

observing the behaviour of another

individual.

IMPORTANT – salespeople should understand

expectations of Citibank and their customer

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ROLE PERCEPTIONS

What does this require?

Open communication

Willingness to air concerns by Everyone

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SITUATIONAL INFLUENCES

Internal FactorsA safe work environment

+adequate time

+ right people

=aspects of the

workplace governed by the

organization

External Factors

- Recession- Change in government norms

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RESULTS

The highest motivated sales person will perform for

the benefit of Citibank and will reap in numbers.

Citibank Managers will need to understand the key

tasks, the required skill set to accomplish the job

and effectively hire the best candidate.

Providing necessary training will ensure associates

will be given the best chance for success.

Thus, we have looked in to various aspects of

performance enhancement exploiting the MARS

model

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THE END