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Sales employees were paid a fixed salary plus a commission based on their percentage of sales. Commission was about 30% of their pay.
Senior management believed that this new incentive system would improve service and sales volume. However, it did not. Soon after the program was brought into effect, senior management began to receive complaints from the store managers regarding the performance of sales staff.
Sales staff would stand by the door and "tag" customers as theirs when the customer would enter the store. Staff began to argue over customers, became overly aggressive thereby intimidating customers...
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