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 Factors A 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