Teller sellers: Improving bank teller client referral performance

The tellers at the Reliance Bank--Virginia Western Region (a pseudonym) have consistently fallen below the client referrals sales target. A small number of tellers have successfully and consistently exceeded the sales target. How can Reliance Bank--Virginia Western Region create an environment that increases teller referrals? In this research the successful tellers are interviewed to determine strengths and best practices of expert performers. The data collected in interviews with expert performers is then used to develop a performance improvement intervention in an attempt to increase overall teller performance of client referrals sales.