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1 Human Resources Volume 6, Issue 3 A publication of sponsored by Developing a targeted Human Resources strategy to make the right hire. web resources Sample Interview Questions by Robert Price

2 Sample Interview Questions Sales Associates Icebreakers 1. What teachers/professors do you like the most? Why? The least? Why? 2. What are your key strengths? 3. What particular qualifications qualify you for this job? 4. How did you find out about this job? 5. What do you know about our store? Questions about Experience 1. What were your major accomplishments in your past job? (If the applicant has not held a job before, ask: What are your major accomplishments in your extra-curricular activities or in your school work?) 2. What part of the job do you enjoy most? Least? Why? 3. Do you think you ll enjoy working in a small team environment like this? 4. What specific kinds of training do you think you ll need to become proficient in this job? Questions about Character 1. How do you respond to authority? How do you respond to criticism? 2. How did you prepare for this interview? 3. How would you describe your style as a team player? 4. Imagine you are aware that a co-worker is stealing money. What would you do? 5. Think of somebody who you think is an excellent communicator. What makes this person an excellent communicator? 6. What plans do you have to further your education?

3 Questions about the Job 1. How much money are you looking to earn? 2. What do you hope to get from this job? 3. Tell me about how you ve applied skill in your previous job. Sample Interview Questions Assistant Manager Icebreakers 1. What teachers/professors do you like the most? Why? The least? Why? 2. What are your key strengths? 3. What particular qualifications qualify you for this job? 4. How did you find out about this job? 5. What do you know about our store? Questions about Experience 1. What were your major accomplishments in your past job? (If the applicant has not held a job before, ask: What are your major accomplishments in your extra-curricular activities or in your school work?) 2. What part of the job do you enjoy most? Least? Why? 3. Do you think you ll enjoy working in a small team environment like this? 4. What specific kinds of training do you think you ll need to become proficient in this job? Questions about Character 1. How do you respond to authority? How do you respond to criticism? 2. How did you prepare for this interview? 3. How would you describe your style as a team player?

4 4. Imagine you are aware that a co-worker is stealing money. What would you do? 5. Think of somebody who you think is an excellent communicator. What makes this person an excellent communicator? 6. What plans do you have to further your education? Questions about the Job 1. How much money are you looking to earn? 2. What do you hope to get from this job? 3. Tell me about how you ve applied skill in your previous job. Questions about Managing People 1. Describe how you work with the staff who report to you. 2. How do you motivate other people? 3. What were your management responsibilities at your previous job? 4. You are dissatisfied with the work of one of the people you supervise. They think their work measures up. How do you resolve this disagreement?

5 Sample Job Description Sales Associate Job Title: Department: Job Purpose: indicate the full job title. Indicating the department is optional including a department may limit the scope of the responsibilities. In less than four sentences, summarize the purpose of the job. To work on a team to provide personalized customer service. To maintain the appearance of the store. To monitor inventory and protect company assets. Key job responsibilities: Identify the key job responsibilities. Be specific. List the jobs as actions. Some generalized actions include: 1. Act professionally by: Maintaining a professional appearance Remaining informed about the company Continuously reviewing current advertising and promotions Tracking sales versus goals Managing time efficiently Responding to cultural differences and special needs Seeking professionals and personal development 2. Work as part of a team by: Sharing ideas and information to drive sales Participate in store meeting s and events Assisting in training and orientation of new employees Working out scheduling issues 3. Provide personalized customer service by: Welcoming customers to the store Making the shopping experience enjoyable for customers Determining customers wants and needs Answering questions about products Offering alternative sales options Informing customer of additional services

6 4. Maximize sales by: Responding to positive buying signals Processing sales quickly Informing customer of exchange and return policies Packaging product appropriately Maximizing the sale Completing special orders Shipping or delivering products to customer Converting telephone calls to sales 5. Providing after-sales service by: Following through on commitments to customers Maintaining key information about customers Scheduling personal appointments with customers Honouring manufacturer s warranties Handling customer concerns or complaints Handling customer returns 6. Monitor inventory by: Checking in product against paperwork Ensuring accurate pricing on product Review stock and restock as necessary Locate product through inventory system Initiate requests for product transfer Participate in periodic inventory processes Prepare returned product for resale Return inventory to manufacturer/vendor Handle damaged items Initiate store stock repair 7. Maintain the appearance of the store by: Ensuring sufficient supplies for store use Organizing stock room and storage areas Cleaning selling and customer service areas Reporting need for repairs or replacement Arranging products

7 Maintaining displays following company guidelines Relay feedback from customers on effective displays 8. Protect company assets by: Securing cash register assets Monitoring customers Maintaining point of sale security Attaching and removing security devices Monitoring dressing rooms Reporting stock shrinkage Reporting security violations Monitoring floor products Alerting others to suspicious customers 9. Follow safety precautions by: Keeping workplace safe Lifting and carrying objects safely Following emergency procedures Completing accuracy safety records The more specific the job details, the better. To build your own job descriptions to suit your store and the competencies and skills that you require from a new hire, visit retaileducation.ca/ Education, Experience, and Other Requirements: Indicate what requirements applicants must have to qualify. Distinguish between must-have requirements and desirable requirements. List physical requirements as well where relevant to the position and not contrary to human rights legislation. One to two years experience is required. Must be able to stand, bend, and lift to carry out most of the job tasks. Spoken knowledge of Urdu is desirable. Certificates and Licenses: Indicate certificates and licenses required by applicants. Applicants must be certified as a Retail Sales Associate by the Canadian Retail Institute.

8 Sample Job Description Assistant Manager Job Title: Department: Job Purpose: indicate the full job title. Indicating the department is optional including a department may limit the scope of the responsibilities. In less than four sentences, summarize the purpose of the job. To manage night shift employees. To lead team in providing personalized customer service, maintaining the appearance of the store, and monitoring inventory and company assets. To work with senior managers and owners to increase sales, plan promotions, and cultivate talented employees. Key job responsibilities: Identify the key job responsibilities. Be specific. List the jobs as actions. 1. Act professionally by: Exhibiting professional appearance Demonstrating professionalism Exhibiting ethical conduct Participating in professional and personal development activities Managing own time effectively Managing own stress 2. Communicate effectively by: Describing components of communication Using active listening skills Speaking effectively Writing effectively Following up on communications Facilitating communication Conducting staff meetings Using telephone Using own answering machine/voice mail Using facsimile machine Using

9 3. Exhibit leadership skills by: Facilitating change Delegating tasks effectively Promoting teamwork Promoting positive attitude Motivating staff Making effective decisions Co-operating with other managers in company Taking initiative Displaying commitment to company Being results-oriented 4. Exhibit human resource skills by: Reviewing/updating job descriptions Recruiting staff Interviewing applicants Selecting final candidate Making job offer Conducting orientation for staff Planning training for staff Conducting training session Implementing policies and procedures of company Conducting on-the-job supervision Resolving conflict Preparing for performance review Conducting performance review Encouraging ongoing professional development Addressing performance problems Dismissing staff Laying off staff Processing resignations Maintaining personnel records 5. Exhibit operational skills by: Promoting workplace safety Preparing for emergencies Responding to emergencies Completing accurate safety records

10 Maintaining facility and equipment Ensuring sufficient supplies for store use Organizing stockroom and storage areas Monitoring cleaning of customer areas Placing orders Receiving product Shipping product Monitoring handling of returned and damaged product Maintaining inventory records Participating in periodic inventory count process Monitoring aged stock Being aware of loss prevention practices Monitoring facility Working with staff to prevent loss Securing cash register assets Monitoring customers Alerting others of suspicious customers Monitoring dressing rooms Monitoring use of security devices Maintaining point of sale security Completing security documents/records Responding to shrinkage 6. Assist in marketing by: Analyzing marketing information Conducting marketing promotions Developing good community relations 7. Promote sales by: Monitoring sales targets Conducting incentive programs Organizing presentation of product Maintaining displays 8. Exhibit customer service skills by: Providing quality control for customer service and satisfaction Determining how to improve customer satisfaction Giving customer an appropriate greeting

11 Making shopping experience enjoyable for customers Providing service to customers with special needs Determining customer s wants and needs Presenting product Overcoming objections Offering alternative sales options Referring customer, if necessary Upselling Offering additional or related products Informing customer of additional services Encouraging customer to open credit account Responding to positive buying signals Processing sale Informing customer of exchange and return policies Packaging product appropriately Maximizing sale Completing special orders Shipping or delivering products to customers Following through on commitments to customers Maintaining key information about customers Maintaining customer contact Scheduling personal appointments with customer Honouring manufacturers warranties Handling customer concerns and complaints Responding to positive comments or gifts Handling customer returns Balancing responsive telephone service with in-store service Converting telephone enquiries into sales Taking telephone orders 9. Perform administrative duties including: Operating in-store and office equipment Maintaining records Scheduling staff Processing payroll Complying with legislation Complying with contracts

12 10. Exhibit planning skills by: Participating in fiscal budget development Implementing fiscal budget Developing business plan Implementing business plan Researching competition Monitoring acceptability of product mix The more specific the job details, the better. To build your own job descriptions to suit your store and the competencies and skills that you require from a new hire, visit retaileducation.ca/ Education, Experience, and Other Requirements: Indicate what requirements applicants must have to qualify. Distinguish between must-have requirements and desirable requirements. One to two years of management experience is required. Five years of experience in retail sales is required High school education is required; college or university education is preferred. Certificates and Licenses: Indicate certificates and licenses required by applicants. Applicants must be certified as a First Level Manager by the Canadian Retail Institute.

13 Sample Job Posting Sales Associate Base the job posting on the job description. The job posting is a condensed form of the job description that alerts the right candidates to the opening. Indicate the title of the position in the headline. Depending on the kind of job, include the hours of work. Part-time Retail Sales Associate (weekday evenings, up to 24 hours per week) Include details about the company give the job applicants an idea of the kind of place they can expect to join. Keep the company description short 1 to 3 sentences. Salinger s Sports, founded in 1963, is a family-run business specializing in sports equipment and athletic wear. We re known for our inviting atmosphere, our enthusiastic staff, and our contribution to the community we re proud to say we re the leading sponsor of minor sports in our town. Identify the most important tasks associated with the position. Explain the reason for the hiring, if this helps make the job opening more attractive to applicants. To help us deal with the summer rush, we need an enthusiastic sales associate who has a passion for all sorts of sports hockey, baseball, lacrosse, running, and more. The candidate we select will help to service customers during the evening rush. We need somebody who can answer questions about sports equipment, identify opportunities to upsell, and cash customers orders. While this is primarily a sales role, the associate will contribute to the upkeep of the store, maintain inventory levels, and monitor merchandise. In a competitive market, include perks that come with the job. All employees receive an hourly rate plus commissions. We provide the most comprehensive sports product and training in the area. Many of our employees have moved into management positions in our growing business. Note the qualifications, including educational, certification, and work experiences, required of applicants. List hard skills and important soft skills.

14 Qualifications The ideal candidate will have 3 years experience in retail sales, computer skills, and a demonstrated interest in sports. Candidates with excellent verbal and written communications are encouraged to apply. Explain how applicants can apply, i.e., , fax, mail. How to Apply a cover letter and resume to before May 20. For Internet job postings, include keywords at the bottom of the page. Keywords will improve the visibility of the job postings by search engines. Keywords: Salinger Sports, retail sales, athletic wear, customer service, up-selling

15 Sample Job Posting Assistant Manager Base the job posting on the job description. The job posting is a condensed form of the job description that alerts the right candidates to the opening. Indicate the title of the position in the headline. Depending on the kind of job, include the hours of work. Full-time Assistant Manager Include details about the company give the job applicants an idea of the kind of place they can expect to join. Keep the company description short 1 to 3 sentences. Salinger s Sports, founded in 1963, is a family-run business specializing in sports equipment and athletic wear. We re known for our inviting atmosphere, our enthusiastic staff, and our contribution to the community we re proud to say we re the leading sponsor of minor sports in our town. Identify the most important tasks associated with the task. Explain the reason for the hiring, if this helps make the job opening more attractive to applicants. To meet the demands of our expanding business, we require an assistant manager who has a passion for sports to help us manage our new store in Oakville. The assistant manager will manage all aspects of the store with a particular emphasis on developing the sales potential of new staff. The successful candidate will have a mind for customer service and a desire to help people excel at sports. In a competitive market, include perks that come with the job. As full-time staff, assistant managers are entitled to all full-time benefits, including a monthly gym membership, health and dental, and employee discounts. Note the qualifications, including educational, certification, and work experiences, required by applicants. List hard skills and important soft skills. Qualifications The ideal candidate will have 5 years experience in retail sales, computer skills, and a demonstrated interest in sports. Candidates with excellent verbal and written communications are encouraged to apply.

16 Explain how applicants can apply, i.e., , fax, mail. How to Apply a cover letter and resume to before May 20. For Internet job postings, include keywords at the bottom of the page. Keywords will improve the visibility of the job postings by search engines. Keywords: Salinger Sports, retail sales, athletic wear, customer service, up-selling, management

17 Sample Job Offer Letter Sales Associate Print the letter on company letterhead. Remember to spell the prospective employee s name correctly. [Date] [Return address] [City, Province Postal code] RE: OFFER OF EMPLOYMENT Dear [Name of Prospective Employee]: In the first section, welcome the prospective employee to the company, indicate the complete position title, and the complete name of the employer. I am pleased to offer you a position as a Part-time Sales Associate at [Company Name]. In the second section, identify the pay, benefits, and particulars associated with the position. As a part-time sales associate, [Company Name] we will pay you an hourly rate of $. We will pay you $ bi-weekly and make all source deductions on your behalf. If we ask you to work statutory holidays, we will pay you $. Your first three months are probationary. After your first 90 days, you will receive a performance review. We will review your performance every months. If you successfully complete your probation, you agree to provide us with days notice of your resignation. After your probation, you will be entitled to the company s employee discount. In the third section, identify whatever other limitations about the hiring that you agreed to, i.e., recognizing allowances for extra-curricular commitments or religious devotions. Avoid stating too many deviations in the letter. As we discussed during the job interview, I will not book you to work on the weekend of August 1, 201_, so that you can attend your high school s soccer championship. In the fourth section, indicate the start date, if this is something you ve discussed with the prospective employee, and other actions you require of the prospective employee.

18 As the store owner, I will be your supervisor. Your first day of work will be the new hire orientation, a three hour seminar on Saturday, July 6, 201_, starting at 9:00 a.m. Please bring to the orientation: a voided cheque so that I can enter you into our payroll system a signed copy of this offer of employment indicating that you accept this offer the new hire package that I have included with this offer of employment. I enjoyed meeting you at our interviews and I look forward to working with you. If you have any questions about the position, feel free to call me at [my phone number]. Sincerely, [Signature] [Typed Name] [Position] Enclosures Acceptance By signing below, I, [prospective employee s name], accept this offer of employment as part-time sales associate at [Company Name] under the terms and conditions set out in this letter. Signature: date:

19 Sample Job Offer Letter Assistant Manager Print the letter on company letterhead. Remember to spell the prospective employee s name correctly. [Date] [Return address] [City, Province Postal code] RE: OFFER OF EMPLOYMENT Dear [Name of Prospective Employee]: In the first section, welcome the prospective employee to the company, indicate the complete position title, and the complete name of the employer. I am pleased to offer you a position as Assistant Manager at [Company Name]. In the second section, identify the pay, benefits, and particulars associated with the position. As assistant manager, [Company Name] we will pay you a salary of $ annually, paid in 26 instalments of $. We will make all source deductions on your behalf. Your first three months are probationary. After your first 90 days, you will receive a performance review. We will review your performance every months. If you successfully complete your probation, you agree to provide us with days notice of your resignation. After your probation, you are entitled to company dental benefits and days paid vacation. In the third section, identify whatever other limitations about the hiring that you agreed to, i.e., recognizing allowances for extra-curricular commitments or religious devotions. Avoid stating too many deviations in the letter. As we discussed during the job interview, I will book two vacation days for July 28 and 29 so that you can attend your sister s wedding. In the fourth section, indicate the start date, if this is something you ve discussed with the prospective employee, and other actions you require of the prospective employee.

20 As the store owner, I will be your supervisor. Your first day of work will be Monday, July 5, 201_, starting at 8:00 a.m. I will train you on how to use the cash register system. On July 5, please bring: a voided cheque so that I can enter you into our payroll system a signed copy of this offer of employment indicating that you accept this offer the new hire package that I have included with this offer of employment. I enjoyed meeting you at our interviews and I look forward to working with you. If you have any questions about the position, feel free to call me at [my phone number]. Sincerely, [Signature] [Typed Name] [Position] Enclosures Acceptance By signing below, I, [prospective employee s name], accept this offer of employment as assistant manager at [Company Name] and agree to all terms and conditions set out in this letter. Signature: date:

21 To download pdf copies of our Retailer's Guide tip sheets, go to Annual Performance Review Form Date: (Sample) Part One: Employee Information Name: Job Title: Start Date: Review Period: from to Part Two: Performance Evaluation Job Knowledge Product Knowledge Initiative Adherence to company policy Customer Service Skills Self Development Ability to work with co-workers Response to supervision Ability to lead others Overall Assessment Part Three: Future Plans Does not meet requirements Meets requirements Exceeds requirements Part Five: Employee s Commentary Goals to review before the next review period: Deadlines to achieve these goals: Training Needs: Employee s Career Goals: (Attach additional sheets as necessary) Part Six: Signatures Manager: I discussed this review with and I received a copy. Employee: This review is confidential when signed. Date: Part Four: Employer s Commentary Note: Customize this template. For a more qualitative evaluation, eliminate the ranking and create more space for written (Attach additional sheets as necessary) comments. For a more quantitative evaluation, establish more precise criteria for measuring success. To download this sample Annual Performance Review Form visit Bay Street, Suite 800 Toronto, Ontario M5R 2A9 (888) Specialized financial advice to help your retail business succeed To help you take your business to the next level, RBC has a dedicated team of account managers who specialize in financial services for retailers. With up-to-date knowledge of the changing trends and business opportunities in the retail sector, your RBC account manager can help you reach more of today s sophisticated consumers. Whatever retail business you re in, there s an RBC retail specialist ready to help you. rbcroyalbank.com/retail

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