Download - MARS - Citibank
MARS MODEL OF INDIVIDUAL BEHAVIOR
SALES TEAM @ CITIBANK
Dionne Miranda
Debjani Singha
Vinayak Menon
Gaurav Agarwal
Shahbaj Desai
Nitin Nimkar
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.
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.
A successful Citibank manager will possess a clear understanding of the above mentioned
elements and be able to apply them.
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
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
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.
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
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
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!
LEARNED ABILITY
Selling is a learned skill!
Training ensures
- sales presentation skills
- interpersonal skills
- general management skills, etc.
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
ROLE PERCEPTIONS
What does this require?
Open communication
Willingness to air concerns by Everyone
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
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
THE END