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Retailing Management 8e The McGraw-Hill Companies, All rights
reserved. 16 - 1
CHAPTER 2
CHAPTER 1
CHAPTER 16
McGraw-Hill/IrwinCopyright 2012 by The McGraw-Hill Companie
s, Inc !ll rights reser"e#
Managing theStoreCHAPTER 16
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CHAPTER 2
CHAPTER 1
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Strategic Importanceof Store Management
Opportunity to Bui! Strategic A!"antage
#i$cut to Ha"e %ni&ue' Compeing Merchan!i(e
Cu(tomer )oyaty Often Ba(e! on Cu(tomerSer"ice
#i$cuty of Store Manager( *o+
Managing #i"er(e Set of %n(,ie! Peope Increa(ing Empo-erment an!
Re(pon(i+iity toTaior Merchan!i(e an! Pre(entation to
)ocaCommunity
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CHAPTER 2
CHAPTER 1
CHAPTER 16
16-3
.arie( #ramaticay By Type ofRetaier(
Speciaty Store "(/ #epartmentStore
Entrepreneur P 0 ) Re(pon(i+iity
Manage Peope
Re(pon(i+e for T-o CriticaA((et(
Peope Sae(Empoyee(
Rea E(tate Sae(S&uare oot
Store Manager(3Re(pon(i+iitie(
Digital Vision
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CHAPTER 1
CHAPTER 16
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Step( inEmpoyment Management
Proce((
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CHAPTER 1
CHAPTER 16
16-5
Recruiting an! SeectingEmpoyee(
Identifyessentialactivities anddetermine thequalicationsof
employees
Activities to beperformed andperformanceexpectations
inquantitativeterms
Useemployeesas talentscouts
Applicationformsreferences,
testing,realistic ob
ScreenCan!i!ate(
%n!erta,e *o+Anay(i(
)ocatePro(pecti"eEmpoyee(
Prepare *o+#e(cription
SeectEmpoyee(
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CHAPTER 1
CHAPTER 16
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4ue(tion( for %n!erta,ing *o+Anay(i(
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CHAPTER 2CHAPTER 1CHAPTER 16
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Inter"ie-ing 4ue(tion(Pre"iou( E8perience
5hat3( your !e(cription of the i!ea manager7 Su+or!inate7
Co-or,er7
5hat !i! you i,e mo(tea(t a+out your a(t o+7
5hat ,in! of peope !o you ;n! it !i$cutea(y to -or, -ith7
5hy7
5hat ha( +een your greate(t accompi(hment !uring your career to
!ate7
#e(cri+e a (ituation at your a(t o+ in"o"ing pre((ure/ Ho- !i!
you han!eit7
5hat -ere (ome !utie( on your a(t o+ that you foun! !i$cut7
Of a the o+( you3"e ha!' -hich !i! you ;n! the mo(tea(t
re-ar!ing7
5hat i( the mo(t fru(trating (ituation you3"e encountere! in
your career7
5hy !o you -ant to ea"e your pre(ent o+7 5hat -ou! you !o if / /
/ 7
Ho- -ou! you han!e / / / 7
5hat -ou! you i,e to a"oi! in future o+(7
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CHAPTER 2CHAPTER 1CHAPTER 16
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Inter"ie-ing 4ue(tion(4ue(tion( that (hou! not +e a(,e! per
e&ua empoymentopportunity gui!eine(
#o you ha"e pan( for ha"ing chi!rena famiy7
5hat are your marriage pan(7
5hat !oe( your hu(+an!-ife !o7
5hat happen( if your hu(+an!-ife get( tran(ferre! or nee!(
toreocate7
5ho -i ta,e care of your chi!ren -hie you3re at -or,7
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CHAPTER 2CHAPTER 1CHAPTER 16
16-10
Sugge(tion( for 4ue(tioningAppicant
A"oi! a(,ing &ue(tion( that ha"e mutipe part(
A"oi! a(,ing ea!ing &ue(tion( i,e >Are youprepare! to
pro"i!e goo! cu(tomer (er"ice7?
Be an acti"e i(tener/ E"auate the information+eing pre(ente! an!
(ort out the importantcomment( from the unimportant/
repeat or rephra(e information (ummari@e the con"er(ation
toerate (ience
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CHAPTER 2CHAPTER 1CHAPTER 16
16-11
17-11PRACTICE ITER.IE5
%(ing the inter"ie- -or,(heet pro"i!e!'pea(e partner up an! ta,e
turn( inter"ie-ingeach other for a genera cu(tomer(er"ice(ae(
po(ition at a retai company/
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CHAPTER 2CHAPTER 1CHAPTER 16
16-12
)ega Con(i!eration( in Hiringan! Seecting Empoyee(
E&ua Empoyment Opportunity Commi((ion
