I am trying to institute a sales/incentive program and was wondering if anyone was willing to share what types of goals they place on their retail staff i.e tellers, customer service, managers, etc. Do you use a point system? How do you track progress? Does the $ get divided evenly throughout the branch or is it percentage based?

Any responses are greatly appreciated. Thank you

At the bank I use to work it was a point based system. Each CSR, Teller, and Mgr (branch) was given a specific goals/points.

CSRs had deposit and loan goals...tracking not only how many accounts they opened but also the increase in deposits, loan dollars, etc. Tellers had balancing goals and referal goals and BCM had their own deposit and loan goals which were rolled into the whole branch.

At the end of each quarter depending on how you well you did compared to your goals, the branch was given a "pool" of money. So even though you had your own personal goals it was really up to the team as to how much money was put in the pool.

Then the manager would review each person and based on the score given, that would determine the percentage of the pool you received.

Our old system was not team driven. So you could have a person who was doing a really great job but not a team player and make a ton in incentive. Now, if the branch doesn't do well no one gets paid.

One thing I forgot...if the branch did not meet its customer satisfaction scores, no one got paid. That hurt a lot of people.