chern case 4
Job Matrix-Sales Associate at Chern’s
Presented To
By
February 20, 2014
Introduction
Chern’s is a very popular department store which is owned and operated by siblings Ryan and Ann Chern. The reason the store has been so successful is because Chern’s and their associates make a strong commitment to providing outstanding customer service
Even though Chern is well known they have come to the conclusion that in order to continue providing the best customer service and capture market shares it would be in their best interest to have strategic analysis to determine the best way to fill its sales associate positions. The following is a job description requirement and rewards matrix for its sales associates. Both will play a very important role in the staffing process.
Job Requirements Matrix for Retail Salesperson
Chern
Tasks
KSAOs1
Specific Tasks
Task Dimensions
Importance (percentage of time spent)
KSAO Definition
Importance of KSAO to Tasks (1-5 Rating)
1. Greet customers and ascertain what each customer wants or needs
2. Describe merchandise and explain use, operation, and care of merchandise to customers.
3. Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
4. Compute sales prices, total purchases and receive and process cash or credit payment.
5. Answer questions regarding the store and its merchandise.
6. Prepare sales slips or sales contracts.
7. Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
8. Maintain records related to sales.
9. Demonstrate use or operation of merchandise.
10. Place special orders or call other stores to find desired items.
Customer Service
Sales and Marketing
Sales and Marketing
Sales and Marketing
English Language
Sales and Marketing
Sales and Marketing
Sales and Marketing
Presented To
By
February 20, 2014
Introduction
Chern’s is a very popular department store which is owned and operated by siblings Ryan and Ann Chern. The reason the store has been so successful is because Chern’s and their associates make a strong commitment to providing outstanding customer service
Even though Chern is well known they have come to the conclusion that in order to continue providing the best customer service and capture market shares it would be in their best interest to have strategic analysis to determine the best way to fill its sales associate positions. The following is a job description requirement and rewards matrix for its sales associates. Both will play a very important role in the staffing process.
Job Requirements Matrix for Retail Salesperson
Chern
Tasks
KSAOs1
Specific Tasks
Task Dimensions
Importance (percentage of time spent)
KSAO Definition
Importance of KSAO to Tasks (1-5 Rating)
1. Greet customers and ascertain what each customer wants or needs
2. Describe merchandise and explain use, operation, and care of merchandise to customers.
3. Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
4. Compute sales prices, total purchases and receive and process cash or credit payment.
5. Answer questions regarding the store and its merchandise.
6. Prepare sales slips or sales contracts.
7. Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
8. Maintain records related to sales.
9. Demonstrate use or operation of merchandise.
10. Place special orders or call other stores to find desired items.
Customer Service
Sales and Marketing
Sales and Marketing
Sales and Marketing
English Language
Sales and Marketing
Sales and Marketing
Sales and Marketing