How To Handle Sales Commission Disputes?

What are Sales Commissions?

Sales commissions are payments to sales agents who complete specific sales or meet certain quotas. Generally, these are calculated as a percentage of the deal the salesperson closes. It is the amount of money a salesperson gains based on the number of sales made.

Sales Commission is extra money that often supplements a regular salary. The commission is typically dependent on the total amount of a sale. Still, it can be based on other factors, such as a product's gross margin or net profit.

A common commission split between agents and brokers is 70/30. In this case, the brokerage receives 70% of the commission on a sale, and the agent gets 30%. The average industry sales commission is typically 20% to 30% of gross margins. Sales professionals earn as little as 5% of a sale, while straight commission structures allow for a 100% commission.

Why do sales commission disputes demand attention?

When there is no contract between the two parties, commission disputes are common. Also, the majority of sales compensation disputes are the result of miscommunication in various forms. The rest are frequently insufficient technology or process failures.

Even without a contract, there are ways to resolve these issues. As we know, the effort required to manage disputes always outweighs the effort needed to resolve them. This is why effective sales commission dispute management is essential for your organization:

-Employee engagement and trust will quickly deteriorate if you do not pay your employees correctly and on time. After two pay errors, nearly half of employees say they will start looking for another job. It only takes one mistake to set the relationship on a downward spiral, which is extremely difficult to recover.

-Failure to address the root cause of unpaid sales commissions can result in your top sales talent quitting their jobs. Top performers may feel agitated if they believe that others have limited their earning potential, and they will take action faster than most employees.

-Resolving sales commission disputes requires time from Finance, Sales Ops, and HR. However, there is another costly way that conflicts affect your organization's revenue. If salespeople lose faith in your incentive compensation process, they will begin shadow accounting. The sales commission disputes we’re witnessing are merely the tip of the iceberg.

Reasons for sales commission disputes

Miscommunication

Disputes often arise as a result of confusion or misunderstanding of the language in the contract or commission paperwork. Some employees will have a contract with the company but will not realize exactly how their commission is calculated. This miscommunication between the employer and employee is the primary cause of sales commission disputes in an organization.

Poorly designed Incentive Compensation Plans

Your company's compensation plan should be flexible and adapt to your products and services, as well as your budget. Successful businesses understand that a sales commission strategy should not be static. They should also consider the individual goals of each sales representative and the challenges that come with managing multiple sales territories.

A single sales commission plan may not be effective across organizations. A poorly designed Incentive Compensation Plan may result in employee disengagement, no revenue growth, and a slow or non-existent performance growth rate.

Ineffective technology usage

Although Excel is adept at handling numerical data, it is prone to human error, especially when used for manual data entry and incentive calculations, as is still the practice in some companies. Additionally, the traditional use of Excel spreadsheets for data storage and analysis is time-consuming.

Additionally, human errors can cause a defective calculation of the incentives. Companies can lose data integrity due to a lack of willingness to switch to a better tool or technology that is no longer beneficial to their business structure. An automation tool can reduce human errors, save reps time, and accurately calculate incentives. Effective technology usage can also save you from unnecessary sales commission disputes.

Inefficient procedures

Incentive conflicts can be exacerbated by poor sales dispute management. A business structure frequently has a hierarchy chain that resolves these disputes in such procedures. Assume an employee needs help calculating incentives and is only given a 5% commission rather than the promised 10%. The employee brings the issue to Management's attention and is then routed through their Analyst head, his manager, and so on. If the authority is inefficient in handling the dispute, this process can take a long time.

Sometimes, the problem needs to be fully understood by the appropriate authority, and other times, they make a mistake in calculations. There is also the possibility of overload, as many employees may raise their concerns, and the sales analyst might be unable to address each one. As a result, proper sales dispute management can help reduce sales commission disputes.

5 tips to handle sales commission disputes

Be open and transparent about Sales Commissions

Poor communication or a lack of official agreement is the leading cause of sales commission disputes. Determine where your communication strategy is failing and collaborate as a team to figure out how to make the compensation plan more understandable. Avoid using localized jargon as much as possible because it will confuse employees who are unfamiliar with what those terms might mean in their context.

Transparency with sales reps is also important for maintaining open lines of communication. Reports should be accessible so that reps can monitor their performance. When the period ends, accurate and timely payments with clear visibility into performance will help reinforce a positive pay-for-performance culture.

Reassess your Incentive Compensation Plan

Most communication problems arise because the incentive compensation plan is too complicated to explain or because the commission has not been formalized in the official plan. That doesn't mean you should simplify the compensation plan structure, but it may mean changing the goals or language to help sales representatives understand why they're getting the commission.

The primary purpose of a Sales Incentive Plan is to incentivize salespeople to achieve defined goals that have a direct impact on the company's bottom line. A sales compensation plan's structure varies by company and is over and over-influenced by team structure, resources, and objectives. Furthermore, testing different compensation plans and taking calculated risks to determine which model produces the best results is always recommended.

Strong visibility and reporting

Incentive Compensation Management (ICM) solutions also improve managers' ability to monitor and manage sales activity. Managers can track sales transactions and follow the calculations through to compensation results with improved visibility.

Compensation administrators have greater analysis and reporting capabilities with the right process and technology to identify issues before payment. Managers can detect and resolve issues such as missing or incorrect data or misaligned compensation plans before they become a source of contention.

Incentive Compensation Management (ICM) solutions also improve managers' ability to monitor and manage sales activity. In short, increased visibility and reporting provide greater insight into calculations, reducing the likelihood of sales commission disputes.

Invest in more advanced technology

When executing complicated plans with strict requirements, many top companies rely on the right tools that can be a lifesaver for reps, analysts, and administrators. A great sales commission automation software can do much more than save you time and effort. It is beneficial to both your sales and operations teams. Your sales representatives gain a better understanding of the incentives they earn. It encourages them to complete more transactions.

In the case of operations, you gain valuable insights into team performance, nudging you in the right direction regarding sales strategy. A good strategy for resolving commission disputes should be a part of your compensation and payroll plan from the start. Incentivate can assist you in managing and administering your commissions, resolving disputes, and easily providing data to demonstrate that your commission plan is fair and objective.

Conclusion

Issues and disagreements are inevitable in a fast-paced, complex environment. Incentive Compensation Management can assist organizations in addressing their sales commission issues with the right technology, visibility, foresight, and team dynamics. Likewise, using advanced technologies and being clear about sales commission plans can help the organization reduce the number of disputes in the long run.