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FSU CTE 4866 - Final Exam Study Guide

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CTE4866 Final Exam Study GuideCTE4866 Final Exam Study GuideHuman 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 -May be done formally on a regular or periodic basis &/or informally as feedback on particular job outcomes.-Formal evaluations should have measurable criteria to allow fair evaluation.-Handling Employee problems -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-DefinitionsoSelling is the act between people to purchase and sell a product or serviceo3 major types of selling-Person-to-person (over-the-counter)-Traditional mail-Electronic/mobile/internetoCan be wholesale or retail- concepts the same-People, Product, & Service-PEOPLE - right, efficient, knowledgeable, trained sales peopleoProper training & coachingoMentoringoLeadingoManaging & motivatingoEmpoweringoEvaluating -PRODUCT & SERVICES – the right ones for your customersoProducts -The right merchandise, at the right time, at the right place, in the right amount, at the right price.-Product knowledge is key!!!oService -Types & levels of customer serviceExpected vs fringeSelf serve vs high level of serviceConvenient & multi plat-formed -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 oCLIENT BUILDINGoRELATIONSHIP SELLINGoSALES RECOGNITION PROGRAMSoDEVELOPING CUSTOMER LOYALTY- programs-Steps to complete a retail sale1. Approach & greet customer2. Determine the needs and wants3. Present the merchandise &/or service4. Relay information & answer questions5. Suggest additional products &/or services6. Close the sale 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 -May be done formally on a regular or periodic basis &/or informally as feedback on particular job outcomes.-Formal evaluations should have measurable criteria to allow fair evaluation.-Handling Employee problems -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


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