After successful training, tellers were spending so much time with each customer, introducing them to new programs, that the lines began to get longer and longer. Gradually, tellers stopped using their new sales skills in order to meet the needs of the majority of their customers. The banks had failed to staff their branches properly to give employees the time to use these new skills. The sales person must agree in principle to this in order to develop a staffing strategy which will work. However, before we can discuss the formula for determining staffing requirements, we must measure your current traffic.
Traffic count is the critical measurement in determining staffing requirements.
Without it you cannot measure the difference between sales person performance or advertising success. The second number you must determine is your Service Standard which is the amount of time that should be spent on average with each customer. Depending upon the situation, sometimes as little as ten minutes may be enough with one customer and as much as two hours may be right for another. But you must schedule your floor to allow sufficient time for your sales people to provide your Service Standard. You are the only person who can determine the right service standard for your business, but I can share some averages based on my own experience.