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JOB ANALYSIS PROJECT
Marcus Bost Jr
December 2014
West Chester University of Pennsylvania
Retail Salesperson Basic Function
Customer Focused
Industry Context RadioShack
Method
Information Gathering• Occupational Information Network (O*NET)• Subject Matter Experts (SMEs)• SME Interviews
Information Gathering
Retail Salesperson Summary Report
O*NET
Supervisor & Incumbents
Subject Matter Experts
Questionnaire Sample Statements & Results
SME Interviews
Occupational Information Network (O*NET)
• O*NET OnLine Database
• Retail Salesperson (General)• Tasks
• Knowledge
• Skills
• Abilities
Information Gathering
O*NETSubject Matter Experts
SME Interviews
Subject Matter Experts
SME 1• Supervisor
• First hired as a retail salesperson and then promoted after 1 year.
SME 2• Incumbent• 1+ year of
experience in the position.
SME 3• Incumbent• 1+ year of
experience as a retail salesperson.
*Not Interviewed
Information Gathering
O*NETSubject Matter Experts
SME Interviews
SME Interview Results8. Think of the worst performing person you have seen in this job. What makes this person worse than an average performer?
This person takes their time to engage with customers, they don’t know that much about all of our products, and are not good at solving customer problems and issues.
9. What kinds of errors or mistakes can someone in this job make? What are the consequences?
Not having a balanced register is a write-up after numerous times, if you don’t meet sales goal or struggle with customers you meet with AM or SM, stealing or fighting is termination, not stocking, merchandising is write-up or worse after multiple times
10. If you were asked to hire a new person for the job, what would you look for? What kind of knowledge, skills, or abilities would be required?
Someone is good at speaking with people, good communication skills, good with technology, knows how to sell things or be persuasive, can work on a team,
11. What types of formal/classroom training and on-the-job training do employees in this job receive?
When first hired: Most of the training is on-the-job, shadowing employees to learn of to use computers, and registers. Some interactive training through videos and computer.
Ongoing (e.g. annual): Training for new products, policies
12. Critical incidents(example situations)of exceptionally good or poor performance (situation, action, result)
An associate had a customer with an old phone (first generation iPhone) that was in bad shape, but she didn’t want to get rid of it because she had text messages from a relative who had since passed away. The associate ensured her that she wouldn’t lose the messages, and they would not only transfer them to the new phone but also take screenshots of them. The customer was in tears, so appreciative of the help. A few hours later the store received an email about a recently completed survey where the customer gave the store and associate very high ratings. The district manager also saw the survey and congratulated the store. The customer also recommended the store and has brought in new customers.
1. If you divided your job into major functions, what would they be? What are the major job responsibilities?
Greeting Customers, Managing stock, Processing purchases/returns/exchanges, making sales, answering questions, maintaining cleanliness of store, balancing registers
2. Describe a typical day on the job from the beginning of the shift to the end. How much time do you spend doing each thing?
Come into store, clock in, turn on computers, balance register(20 min approx..), make sure stock is refurbished and store is clean(10-20 min), help customers (most of shift), balance registers at change of shift (10 min)
3. Are there any activities that do not necessarily happen every day that you consider an important part of your job?
Stocking shelves with new merchandise, keeping items in stocks is important so that customers have the products they want available, and other options
4. If you broke down the major functions of the job into individual tasks, what would they be?
Walking up to customers, asking how they are and what they are looking for (if they need any help finding anything), ring up purchases, collect money, give change, go up and talk to customers, find out why they are in store, offer them solutions, try to use sales tactics
Method
Information Gathering
• Occupational Information Network (O*NET)
• Subject Matter Experts (SMEs)
• SME Interviews
Questionnaire & Analysis
• Job Analysis Questionnaire
• Data Analysis• Task-KSAO Linkage
Analysis
Final Job Descripti
on
Job Analysis Questionnaire
Frequency
0 Task is not performed/KSAO is not used as part of this job
1 Rarely performed/used
2 Occasionally performed/used
3 Frequently performed/used
Importance
0Unimportant : There would be no negative consequences if this task is not performed or not performed properly/if this KSAO was not presently held.
1Important : Job performance would be diminished if this task is not performed properly/if this KSAO was not sufficiently held.
2Essential : This job could not be performed effectively if the incumbent did not properly complete this task/sufficiently hold this KSAO.
Description (Skills)
Frequency 0 - Not Used1 - Rarely Used2 - Occasionally Used3 - Frequently Used
Importance0 - Unimportant1 - Important2 - Essential
1. Persuade others to maintain or change their minds or behavior.2. Effectively express ideas and information in written and verbal form.3. Actively listen and facilitate conversations in a professional manner.
4. Identify strengths and weaknesses of alternative conclusions or approaches to customer issues.
5. Tying product knowledge to practical, relatable experiences or situations for customers.6. Being aware of and understanding the behaviors and reactions of others.
7. Maintain professional attitude and standards of service when dealing with challenging situations.
8. Quickly adapt to changing information within expected knowledge or content areas.9. Efficiently organize daily, weekly and monthly responsibilities in order of priority.10. Adjust behaviors or communication styles to suit customer needs and shopping types.11. Creatively find ways to engage and solve costumer and store issues.12. Make decisions based upon identifying the problem, gathering information, determining best solution and evaluating the outcome.
Data Analysis• Critical Task & KSAOs • Cutoffs Values
To delineate which items were to be retained and which were to be excluded, cutoff scores were used. Statements obtaining any of the following were eliminated from the analysis;
× Average rating of 0.75 or below on frequency × Average rating of 0.75 on below on importance × Average combined rating of less than 3.5
Out of the 57 statements listed on the questionnaire, 18 received scores that fell below the designated cutoffs and were therefore excluded. The high majority of scores being rated as sufficiently frequent and/or important to successful job performance means that most of the statements were job relevant.
Skills
1Persuade others to maintain or change their minds or behavior.
2 1.3 3.3
2Effectively express ideas and information in written and verbal form.
2 1 3
3Actively listen and facilitate conversations in a professional manner.
2.3 1.3 3.7
4Identify strengths and weaknesses of alternative conclusions or approaches to customer issues.
2.3 0.7 3
5Tying product knowledge to practical, relatable experiences or situations for customers.
1.7 1 2.7
6Being aware of and understanding the behaviors and reactions of others.
1.7 0.7 2.3
7Maintain professional attitude and standards of service when dealing with challenging situations.
2.3 1.3 3.7
8Quickly adapt to changing information within expected knowledge or content areas.
3 1.7 4.7
9Efficiently organize daily, weekly and monthly responsibilities in order of priority.
2.3 1.3 3.7
10Adjust behaviors or communication styles to suit customer needs and shopping types.
1.7 0.3 2
11Creatively find ways to engage and solve costumer and store issues.
2.7 1.3 4
12Make decisions based upon identifying the problem, gathering information, determining best solution and evaluating the outcome.
3 1.7 4.7
Task-KSAO Linkage Analysis
Method Rated each KSAO on whether it was
related to a retained task statement
KSAOs with no relationship
Retail Salesperson (RadioShack) Task/KSAO Linkage Results
KSAO StatementsTasks with a
relationship to this KSAO
1 Knowledge of sales techniques and tactics (referrals, offering options, upselling) to show, promote and move products.
15
2 Knowledge of the uses of store technology such as computers to process customer transactions, check inventory, and research product information.
2, 6
3 Knowledge of typical consumer use of computers, cell phones, accessories and other devices.
1, 2, 9, 12
4 Knowledge of standards of quality relating to customer and personal service.
16, 20
5 Knowledge of inventory tracking, updating, and other inventory management procedures.
4,
6 Actively listen and facilitate conversations in a professional manner.1, 2, 9, 12, 16
7 Maintain professional attitude and standards of service when dealing with challenging situations.
20
8 Quickly adapt to changing information within expected knowledge or content areas.
8, 17
9 Effi ciently organize daily, weekly and monthly responsibilities in order of priority.
10 Creatively find ways to engage and solve costumer and store issues.12, 20
11 Make decisions based upon identifying the problem, gathering information, determining best solution and evaluating the outcome. 12, 20
12 Ability to make logical decisions and recommendations to specific, detailed problems.
9, 12
13 Ability to comprehend oral and written information. 1, 4, 9, 2014 Ability to coherently express information and ideas in both oral and
written form.2, 9, 12
15 Ability to stand on feet most of the work day.16 Ability to kneel down, bend over or reach up to grab products.17 Ability to work under stressful or pressured situations. 2018 Ability to tell when something is wrong or is likely to go wrong. 16, 2019 Ability to receive and apply feedback or positive criticism. 20 Ability to effectively work with peers and supervisors on various
tasks on a daily basis21 An interest in technology, its application and advancement. 822 Motivation to meet or exceed sales goals and expected job duties.23 Willingness to receive required and/or optional ongoing training.24 Positive, confident and enthusiastic attitude and demeanor. 1,1625 History of punctuality, in arriving to work and finishing projects on
schedule.
Method
Information Gathering• Occupational Information Network (O*NET)• Subject Matter Experts (SMEs)• SME Interviews
Job DescriptionJob Title: Retail Salesperson
General Summary Report: Greets and assists customers in-store and over the phone. Handles customer questions and processes customer purchases. Sells products to customers, keeps inventory up to date, and maintains cleanliness of store.
Tasks
• Greet and assist customers (in-person, over the phone) to determine their questions, needs, and reasons for their patronage.
• Provide information about the store and merchandise to customers.
• Maintain a safe and clean store to ensure a welcoming and organized environment for customers.
• Accept deliveries and restock merchandise to ensure that inventories stay updated.
• Count money and balance registers to complete transactions and maintain data.
• Complete cash and credit payments at point of sale in an accurate and timely manner.
• Maintain knowledge of the location of store merchandise to accurately and efficiently assist customers and restock product.
• Stay abreast of new products and advances in technology relevant to store services.
• Answer customer questions and inquiries using well-informed and specific responses to increase consumer trust and satisfaction.
• Offer solutions to customer needs or wants to maintain customer satisfaction.
• Use sales techniques to persuade customers to purchase products, to effectively upsell products and to close more sales.
• Build secure, lasting relationships with customers by providing consistent and thoughtful customer service based on diverse backgrounds, values and interests.
• Maintain knowledge of current sales and promotions to increase effectiveness at closing sales.
• Effectively deal with customer complaints to maintain customer satisfaction and identify organizational issues.
Job DescriptionKnowledge
• Knowledge of sales techniques and tactics (referrals, offering options, upselling) to show, promote and move products.
• Knowledge of the uses of store technology such as computers to process customer transactions, check inventory, and research product information.
• Knowledge of typical consumer use of computers, cell phones, accessories and other devices.
• Knowledge of standards of quality relating to customer and personal service.
• Knowledge of inventory tracking, updating, and other inventory management procedures.
Skills
• Actively listen and facilitate conversations in a professional manner.
• Maintain professional attitude and standards of service when dealing with challenging situations.
• Quickly adapt to changing information within expected knowledge or content areas.
• Efficiently organize daily, weekly and monthly responsibilities in order of priority.
• Creatively find ways to engage and solve costumer and store issues.
• Make decisions based upon identifying the problem, gathering information, determining best solution and evaluating the outcome.
Abilities
• Ability to make logical decisions and recommendations to specific, detailed problems.
• Ability to comprehend oral and written information.
• Ability to coherently express information and ideas in both oral and written form.
• Ability to stand on feet most of the work day.
• Ability to kneel down, bend over or reach up to grab products.
• Ability to work under stressful or pressured situations.
Job Description• Ability to tell when something is wrong or is likely to go
wrong.
• Ability to receive and apply feedback or positive criticism.
• Ability to effectively work with peers and supervisors on various tasks on a daily basis
• Other Characteristics
• An interest in technology, its application and advancement.
• Motivation to meet or exceed sales goals and expected job duties.
• Willingness to receive required and/or optional ongoing training.
• Positive, confident and enthusiastic attitude and demeanor.
• History of punctuality, in arriving to work and finishing projects on schedule.
• Minimum Qualifications
• Minimum 18 years of age
• High school diploma, GED or equivalent
References
41-2031.00 - Retail Salespersons. (2014). Retrieved from
http://www.onetonline.org/link/summary/41-2031.00
Occupational Information Network. (2014). O*NET Resource Center - Overview. Retrieved
from http://www.onetcenter.org/overview.html
