You have been hired as a telephone sales representative at a very large travel agency. In this job, when customers call to book holidays you look up airline flights, times, and fares on the computer and help customers choose what works best for them and their needs. Customers also want help in reserving a rental car or finding a hotel room, and you are glad to help them. Most car rental firms and hotels run contests for the sales representative who books the most cars or most hotel rooms. The contest winners receive very attractive rewards! For instance, if you book just 50 clients for one car rental chain your name is put in a drawing for $1000. If you book 100 clients, the drawing is $2500. And if you book 200 clients you receive an all-expenses-paid, one-week vacation in Hawaii. So, the incentives are attractive enough to encourage you to ‘steer’ customers towards one of those companies even though it might not be the best or the cheapest for them. You managers at the travel agency do not discourage participation in these programs. 

Questions

1. What would you do? Do you see anything wrong with this situation? Explain. 
2. How could an organisation design performance incentive programs that encourage high levels of performance?

Answer rating: 100% (QA)

1 In this scenario as a telephone sales representative I would approach the situation with a focus on ethical behavior and providing exceptional customer service I would prioritize understanding the c... View the full answer