When a cosmetics retailer opened a second shop, it recruited three sales advisers quickly. After one month, two employees did not understand the returns pol...
Question 1 Report
When a cosmetics retailer opened a second shop, it recruited three sales advisers quickly. After one month, two employees did not understand the returns policy and gave customers incorrect information. The regional manager is reviewing the recruitment and selection process to find out whether the problem began before the employees started work.
(a) Identify one stage of recruitment that could have made the required customer-service knowledge clearer. [1]
(b) Explain one way an interview question about returns could improve selection. [2]
(c) What document should state that advisers may need to deal with product returns? [1]
(d) Explain one reason why induction training is still needed even when an experienced sales adviser is recruited. [2]
Answer Details
(a) [1] The job advertisement, job description or person specification could have made the required customer-service knowledge clearer. These recruitment documents tell applicants what the job involves and what knowledge is required.
(b) [2] An interview question about returns tests whether an applicant understands how to respond to a realistic customer-service issue. The manager can then select someone with suitable knowledge, or identify that training will be needed.
(c) [1] The job description should state that sales advisers may need to deal with product returns, because it sets out the duties of the job.
(d) [2] Even an experienced sales adviser needs induction because each retailer has its own policies and systems. Induction teaches the particular returns policy, helping the employee give accurate information and maintain service quality.
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