Assessment of sales structures, practices, processes and tools for the Bank, including product offering and applied marketing approach, along with sales staff management practices and standards, i.e. staff recruitment, training, assessment and motivation. Implementation of recommendations to improve the effectiveness of the Bank’s sales force by (a) modifying the product palette, (b) improving quality of service, (c) strengthening control over sales performance, and (d) providing sales staff with an upgraded incentive scheme. Implementation measures included training and on-the-job coaching, including training of trainers.

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