Performance Management
Create a job description for a retail sales associate. Create an organizational behavior modification (OBM) plan to define a set of three (3) key behaviors that are necessary for job performance.
Job Description for Retail Sales Associate
• Greet customers and determine their needs and wants
• Discuss potential merchandise purchase of customers
• Recommend merchandise based on discussion with customer
• Advise customers on utilization and care of merchandise
• Upsell related products or services
• Answer customer questions
• Explained return policies and discounts
• Keep merchandise displays in order
Organizational Behavior Modification Plan (OBM)
Key Performance Behaviors
Greet customers within 5 minutes of entry into sales area (allow time for browsing before contact).
a. Sales associate make mental note of customer response and encourages survey feedback for all completed sales with customers given assistance. Measurement: An on-your-honor system with sales associate fine-tuning approach to customer traffic and perceptions about customer receptivity.
2. Point out the new lines of merchandise and highlight features customers have said they like most, while encouraging customer to sign up for loyalty club (show excitement about the merchandise and foster repeat visits to the store).
a. Sales associate keeps a post-it tally of the number of times she has mentioned new features and merchandise lines. Measurement: An on-your-honor system with opportunity to talk at sales meetings about being a brand ambassador. Number of customers signing up for loyalty club.
3. At point-of-purchase, let customers know when new merchandise will arrive in the store (talk about features for which the store has advance knowledge).
a. Sales associate gives her business card and invitations to new merchandise shows and events to customers. Measurement: Acknowledge and praise the number of cards...
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