Assessing Employees’ Sales Competencies in Selected Milk Tea Shops Along Novaliches, Quezon City: Basis for Competency-Based Training Program

Vol.4, No.1

Abstract

Milk tea drinks have been becoming more and more popular each day as a thirst quencher.
Lots of milk tea shop businesses, big or small, actually exist everywhere in the Philippines
wherever you go. With the increasing number of milk tea shops, employees also need to
have a competitive edge in order for the milk tea business to stay in the business industry
longer. It is not only about the competition between milk tea businesses but also about the
employees’ sales competencies as well, and which competencies need improvement. This
study assessed the employees’ sales competencies in selected milk tea shops along
Novaliches, Quezon City, in terms of knowledge, skill, social role, self-image, traits, and
motives to identify the competency-based training program suited for the employees and
how it will be implemented.

The study revealed that the assessed employees' sales competencies in terms of
knowledge, skill, social role, self-image, traits, and motives are excellent but still need
improvement. The study also revealed that there are many challenges encountered by the
employees of selected milk tea shops, mostly complaints from the customers.

Thus, the study recommended using a process model to implement the competency-based
training program for the employees as it is needed for the improvement of the sales
competencies of the milk tea shop employees.