Human Resources
Volu m e 6, Issu e 3
A pu bl ic at ion of
sp onsor ed by
Developing a targeted Human Resources strategy to make the right hire.
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Sample Interview Questions
--------------------------by Robert Price
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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?
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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?
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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?
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Sample Job Description—Sales Associate
Job Title: Indicate the full job title.
Department: Indicating the department is optional—including a department may limit the scope of the responsibilities.
Job Purpose: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:
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Act professionally by:
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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
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Work as part of a team by:
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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:
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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
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Maximize sales by:
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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:
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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
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Monitor inventory by:
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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
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Maintain the appearance of the store by:
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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
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Maintaining displays following company guidelines
Relay feedback from customers on effective displays
8.Protect company assets by:
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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:
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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 http://www.
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.
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Sample Job Description—Assistant Manager
Job Title: Indicate the full job title.
Department: Indicating the department is optional—including a department may limit
the scope of the responsibilities.
Job Purpose: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.
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Act professionally by:
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Exhibiting professional appearance
Demonstrating professionalism
Exhibiting ethical conduct
Participating in professional and personal development activities
Managing own time effectively
Managing own stress
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Communicate effectively by:
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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 e-mail
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3.
Exhibit leadership skills by:
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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
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Exhibit human resource skills by:
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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
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Exhibit operational skills by:
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Promoting workplace safety
Preparing for emergencies
Responding to emergencies
Completing accurate safety records
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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
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Assist in marketing by:
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Analyzing marketing information
Conducting marketing promotions
Developing good community relations
7.Promote sales by:
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Monitoring sales targets
Conducting incentive programs
Organizing presentation of product
Maintaining displays
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Exhibit customer service skills by:
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Providing quality control for customer service and satisfaction
Determining how to improve customer satisfaction
Giving customer an appropriate greeting
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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:
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Operating in-store and office equipment
Maintaining records
Scheduling staff
Processing payroll
Complying with legislation
Complying with contracts
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Exhibit planning skills by:
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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 http://www.
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.
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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.
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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., email, fax, mail.
How to Apply
Email a cover letter and resume to [email protected] 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
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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.
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Explain how applicants can apply, i.e., email, fax, mail.
How to Apply
Email a cover letter and resume to [email protected] 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
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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.
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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: _____________________
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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.
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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: _____________________
 To download pdf copies of our Retailer's Guide tip sheets, go to www.retailcouncil.org/news/resourcelibrary
Annual Performance Review Form
(Sample)
Date: _______________
Part One: Employee Information
Start Date: ______________
Name: ______________
Review Period: from ____________ to ____________
Job Title: ______________
Part Two: Performance Evaluation
Does not meet requirements
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
Meets requirements
Exceeds requirements
Part Three: Future Plans
Part Five: Employee’s Commentary
Goals to review before the next review period:
(Attach additional sheets as necessary)
1.
2.
3.
4.
5.
Part Six: Signatures
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Manager: ______________
Deadlines to achieve these goals: ______________
Training Needs: ______________
Employee’s Career Goals: ______________
I discussed this review with ______________ and I received a copy.
Employee: ______________ Date: ______________
This review is confidential when signed.
Part Four: Employer’s Commentary
Note: Customize this template. For a more qualitative evaluation, eliminate the ranking and create more space for written
comments. For a more quantitative evaluation, establish
(Attach additional sheets as necessary)
more precise criteria for measuring success.
To download this sample Annual Performance Review Form visit
www.retailcouncil.org/training/retailersguides/v6_i4/sample_annual_performance_review_form.pdf
1255 Bay Street, Suite 800
Toronto, Ontario M5R 2A9
(888) 373-8245
[email protected]
www.retailcouncil.org
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