RECRUITIN

G, MOTI

VATI

NG,

AND KEEPI

NG QUALIT

Y

EMPLOYE

ES

CH

AP

TE

R 7

Human Resources Management

All actions that an organization takes to attract, develop, and retain quality employees.

Recruitment

Identifying suitable candidates and encouraging them to apply for openings in the organization.

Job Description: Cosmetic Sales at Nordstrom

Primary Responsibilities:·  Greet customers in a timely, professional and

personable manner·  Use product knowledge and selection to provide

exceptional service to customers and build your sales

·  Offer hands-on cosmetics consultations ·  Build lasting relationships with customers by

contacting them to follow up on purchases, suggest new merchandise, and remind them of upcoming events

·  Perform merchandising tasks, such as stock, re-merchandising, display, price markdowns, and transfers

Job Specification:Cosmetic Sales at Nordstrom

Qualifications:·   Driven to deliver superior service by exceeding

customer expectations·   Demonstrated ability to develop relationships with

customers and co-workers from all walks of life·   Able to work well as a team player in a fast-paced,

energetic environment·   Proven ability to plan, set and achieve goals·   Strong organizational and follow-up skills ·   Excellent verbal and interpersonal skills  ·   Presents a professional image in appearance,

words and actions·   Be a self-starter and use good judgment in all

situations·   Previous experience in cosmetics sales preferred

Selection

Creating criteria for deciding which candidate is best for the company and specific jobs.

Interview Questions

General Behavior CustomerService

End ofInterview

• Tell me about your recent work experience(s). • Why did you leave your previous place of employment? • What strengths and weaknesses would you bring to this position?

Source: www.workforcecentralflorida.com

Interview Questions

General Behavior CustomerService

End ofInterview

Source: www.workforcecentralflorida.com

• Describe a situation when you had to take directions from several people at the same time.

• Describe a time when you had to sacrifice quality for a deadline, or visa versa. How did you react to this?

• Describe a tough problem that you have dealt with, tell me how you approached it and the outcome.

• Tell me about a time when you felt you had to break a company rule in order to get something done.

Interview Questions

General Behavior CustomerService

End ofInterview

Source: www.workforcecentralflorida.com

• How would your supervisor describe your relationship with your peers? • Describe a customer compliant that you have resolved. • How would the people you supervise describe your management style?

Interview Questions

General Behavior CustomerService

End ofInterview

Source: www.workforcecentralflorida.com

• What aspect of your past employments did you enjoy the most? • Why should I hire you? • Do you have any questions for me?

Are these questions legal?

1. Where were you born?2. Why did you leave your previous employer?3. What kinds of things do you do when you are not at work?4. Did you pay for insurance coverage at your previous

company?5. Have your wages ever been garnished? Is so, why?6. Are you currently married?7. Do you currently have trouble with drug or alcohol abuse?No

NoNo

No

No

Yes

Yes

Are these questions legal?8. Are you satisfied with the progress of your career?9. What have been your most significant accomplishments since joining your present company?10. Where do you see yourself over the next five years?11. What is your birth date?12. Do you have any physical limitations?13. What are the ages of your children? Who takes care of them for you?14. What did you like/dislike about your previous position? Yes

YesYes

Yes

No

NoNo

Are these questions legal?

15. How long have you lived at your present address?16. Who lives in your household?17. How well did you get along with your previous manager?18. What is your current compensation?19. How frequently did you get salary increases?20. Have you ever been arrested?

YesYes

Yes

No

NoNo

Motivating and Managing People

Motivation Theories

• Maslow’s Hierarchy of Needs

Self-Actualization

Esteem

Social

Safety

Physiological

Needs and Motivations

Motivation Theories

• Maslow’s Hierarch of Needs• Expectancy Theory

High Motivation = f (Performance + Rewards)

Motivation Theories

• Maslow’s Hierarch of Needs• Expectancy Theory• Goal-Setting Theory

Motivation Theories

• Maslow’s Hierarch of Needs• Expectancy Theory• Goal-Setting Theory • Equity Theory• Job Enrichment Theory

• Job Enlargement• Job Rotation•Job Enrichment