CTE4866 Final Exam Study Guide Human Resources Personnel The functions that HR preforms Recruiting Hiring Orientation Training Motivating Handling employee problems Compensation payroll benefits Evaluating Terminating HR activities may be done corporately regionally or at the work site There may be company policies procedures to follow that ensures the equitable and legal handling of matters Recruiting Major methods to successfully recruit a new employee Advertising Participating in career fairs Word of mouth networking face to face social media tools Hiring Screening Interviewing phone or personal Administering tests skill aptitude drug etc Reference background checks Narrowing down the candidates to the hire Formally offering the job to the candidate Orientation and Training Gives employees the skills they need to perform their jobs ex job description Orientation may range from brief introductions to lengthy formal programs Training may range from Informal on the job to formal classroom type programs or both Training is a hallmark of good supervision Poor or inadequate training can expose employers to legal liability May be a team effort or individual supervisor manager s sole role May be ongoing and a part of employees promotional activity Simulations case studies and virtual classroom training are frequently used today As much as 80 of what employees learn on the job is through informal means Motivation and Morale 10 motivators Set goals Use pay for performance incentives Use merit pay Use recognition Use positive reinforcement Use behavior management desired vs undesired Use skill based pay Empower employees give some control Enrich the job make more interesting challenging Provide life long learning Evaluating Employees particular job outcomes Handling Employee problems May be done formally on a regular or periodic basis or informally as feedback on Formal evaluations should have measurable criteria to allow fair evaluation For the supervisor manager developing employees may also mean dealing with employee career development issues and personal matters that affect a job Terminating employees may be necessary and needs to be done according to company policy and the law Selling And Customer Service Definitions Selling is the act between people to purchase and sell a product or service o o 3 major types of selling Person to person over the counter Traditional mail Electronic mobile internet o Can be wholesale or retail concepts the same People Product Service PEOPLE right efficient knowledgeable trained sales people o Proper training coaching o Mentoring o Leading o Managing motivating Empowering Evaluating o o o Products Product knowledge is key o Service Types levels of customer service Expected vs fringe Self serve vs high level of service Convenient multi plat formed PRODUCT SERVICES the right ones for your customers The right merchandise at the right time at the right place in the right amount at the right price Fast friendly professional convenient efficient service is necessary today Service is often the crux of sales whether it is at the wholesale or retail level The kind of service often plays a role in bringing the customer back Effective selling is reliant on a good effective sales force CUSTOMER SERVICE assisting customers by providing activities to promote sales Customer service can be Essential service the customer must have A method of selling the product or service Payment methods Ancillary dependent on company and desire to provide ASSIST CUSTOMER TO CAR DELIVERY TAILORING ALTERATIONS GREETER SHOPPING SERVICE SHIPPING SPECIAL CLIENT EVENTS EVENINGS REFRESHMENTS Additional Considerations CLIENT BUILDING RELATIONSHIP SELLING SALES RECOGNITION PROGRAMS o DEVELOPING CUSTOMER LOYALTY programs Steps to complete a retail sale 1 Approach greet customer 2 Determine the needs and wants Present the merchandise or service Relay information answer questions Suggest additional products or services Close the sale Human Resources Personnel The functions that HR preforms Recruiting Hiring Orientation Training Motivating Handling employee problems Compensation payroll benefits Evaluating Terminating o o o 3 4 5 6 HR activities may be done corporately regionally or at the work site There may be company policies procedures to follow that ensures the equitable and legal handling of matters Recruiting Major methods to successfully recruit a new employee Advertising Participating in career fairs Word of mouth networking face to face social media tools Hiring Screening Interviewing phone or personal Administering tests skill aptitude drug etc Reference background checks Narrowing down the candidates to the hire Formally offering the job to the candidate Orientation and Training Gives employees the skills they need to perform their jobs ex job description Orientation may range from brief introductions to lengthy formal programs Training may range from Informal on the job to formal classroom type programs or both Training is a hallmark of good supervision Poor or inadequate training can expose employers to legal liability May be a team effort or individual supervisor manager s sole role May be ongoing and a part of employees promotional activity Simulations case studies and virtual classroom training are frequently used today As much as 80 of what employees learn on the job is through informal means Motivation and Morale 10 motivators Set goals Use pay for performance incentives Use merit pay Use recognition Use positive reinforcement Use behavior management desired vs undesired Use skill based pay Empower employees give some control Enrich the job make more interesting challenging Provide life long learning Evaluating Employees particular job outcomes Handling Employee problems May be done formally on a regular or periodic basis or informally as feedback on Formal evaluations should have measurable criteria to allow fair evaluation For the supervisor manager developing employees may also mean dealing with employee career development issues and personal matters that affect a job Terminating employees may be necessary and needs to be done according to company policy and the law Selling is the act between people to purchase and sell a product or service Selling And Customer Service Definitions o o 3 major types of selling Person to person over the counter Traditional mail Electronic mobile internet o Can be wholesale or retail concepts the same People Product Service PEOPLE right