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  External Factors
A safe work
environment
+ - Recession
adequate time - Change in
+ government norms
right people
=
aspects of the
workplace governed
by the organization
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