New sales model aims to boost customer service
PC World has scrapped commission for sales staff in an effort to improve customer service.

Under the new sales model, labelled One Team, individual sales commissions will be axed in favour of a team bonus. The system aims to reward improvements in customer satisfaction and overall team performance.

Staff will continue to receive their base salaries. Team bonuses, assessed on a weekly basis, will be added on top. Some high-performing sales staff have been appointed as sales coaches, enabling PC World to pay them higher basic salaries to compensate for the loss in commissions.

The computer retailer, part of electricals group DSG International, has been testing the One Team strategy for more than two years, with all new stores adopting the scheme.

PC World Stores Group managing director Keith Jones said the scheme has given PC World a competitive advantage over its rivals. He added that in trials, One Team stores performed 5 per cent better than the rest of the chain.

Other brands under the DSG umbrella, including Dixons, Currys and The Link, are also understood to be looking closely at the One Team scheme.