ACCA Applied Knowledge · Business and Technology · Learning and training at work

Brindle Co has found that its sales staff miss targets. Investigation shows they know the products well and have the required skills, but the commission scheme rewards volume of calls rather than closed sales. What is the most appropriate conclusion?

The company should treat this as a non-training issue and review the reward system. Staff already have the required knowledge and skills, so the poor performance stems from an incentive scheme that rewards the wrong behaviour, and more training would not correct that.

AProvide further product knowledge training to all sales staff
BSend the sales staff on a negotiation skills course
CTreat the problem as a non-training issue and review the reward systemCorrect
DRecruit new sales staff with higher qualifications

Explanation

Training only addresses gaps in knowledge or skills. Here staff have the competence but are poorly motivated by the incentive design, so the cause is the reward system. Additional training would not remove the problem.

Did you get it right without looking?

One question tells you little. A timed set on Learning and training at work shows your real accuracy, how long you take and where you lose marks.

Practise Learning and training at work Free diagnostic mock

More Learning and training at work questions