Sales staff at retailer PC World will no longer be paid commission on top of their basic salary to encourage them to give good advice, rather than chase sales.
Under the new scheme, labelled ‘One Team’, staff will be rewarded for working together and offering good customer service, avoiding the in-fighting caused by commission-based schemes.
Traditionally, electrical store salespeople have operated on the basis that it is their job to ‘harry’ customers into spending more than they had intended, thus generating more commission.
But the company, part of DSG International (formerly Dixons Group), said its employees will now spend more time listening than talking.
The team bonus is based on independent weekly ‘mystery shopping’ surveys of customer service conducted in all 150 PC World stores.