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Retail 
Salesperson 
 Basic Function 
 Customer Focused 
 Industry Context 
 RadioShack
Method
Information Gathering 
O*NET 
Retail Salesperson 
Summary Report 
Subject Matter 
Experts 
Supervisor & 
Incumbents 
SME I...
Occupational 
Information 
Network (O*NET) 
• O*NET OnLine Database 
• Retail Salesperson (General) 
• Tasks 
• Knowledge ...
Information Gathering 
O*NET Subject Matter 
Experts 
SME Interviews
Subject Matter Experts 
SME 1 
• Supervisor 
• First hired as a retail 
salesperson and then 
promoted after 1 year. 
SME ...
Information Gathering 
O*NET Subject Matter 
Experts 
SME Interviews
SME Interview Results 
8. Think of the worst performing person you have seen in this job. What makes this person worse tha...
Method
Job Analysis Questionnaire 
Frequency 
0 Task is not performed/KSAO is not used as part of this job 
1 Rarely performed/us...
Data Analysis 
• Critical Task & KSAOs • Cutoffs Values 
To delineate which items were to be retained and which were to be...
Task-KSAO 
Linkage Analysis 
 Method 
 Rated each KSAO on whether it was related to a 
retained task statement 
 KSAOs ...
Method
Job Description 
Job Title: Retail Salesperson 
General Summary Report: Greets and assists customers in-store and over 
th...
Job Description 
Knowledge 
• Knowledge of sales techniques and tactics (referrals, offering options, 
upselling) to show,...
Job Description 
• Ability to tell when something is wrong or is likely to go wrong. 
• Ability to receive and apply feedb...
References 
41-2031.00 - Retail Salespersons. (2014). Retrieved from 
http://www.onetonline.org/link/summary/41-2031.00 
O...
Job Analysis Project PPT
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Job Analysis Project PPT

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Marcus Bost Jr.

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Job Analysis Project PPT

  1. 1. Retail Salesperson  Basic Function  Customer Focused  Industry Context  RadioShack
  2. 2. Method
  3. 3. Information Gathering O*NET Retail Salesperson Summary Report Subject Matter Experts Supervisor & Incumbents SME Interviews Questionnaire Sample Statements & Results
  4. 4. Occupational Information Network (O*NET) • O*NET OnLine Database • Retail Salesperson (General) • Tasks • Knowledge • Skills • Abilities
  5. 5. Information Gathering O*NET Subject Matter Experts SME Interviews
  6. 6. 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
  7. 7. Information Gathering O*NET Subject Matter Experts SME Interviews
  8. 8. SME Interview Results 8. 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
  9. 9. Method
  10. 10. 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 0 Unimportant : There would be no negative consequences if this task is not performed or not performed properly/if this KSAO was not presently held. 1 Important : Job performance would be diminished if this task is not performed properly/if this KSAO was not sufficiently held. 2 Essential : 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 Used 1 - Rarely Used 2 - Occasionally Used 3 - Frequently Used Importance 0 - Unimportant 1 - Important 2 - 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.
  11. 11. 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 1 Persuade others to maintain or change their minds or behavior. 2 1.3 3.3 2 Effectively express ideas and information in written and verbal form. 2 1 3 3 Actively listen and facilitate conversations in a professional manner. 2.3 1.3 3.7 4 Identify strengths and weaknesses of alternative conclusions or approaches to customer issues. 2.3 0.7 3 5 Tying product knowledge to practical, relatable experiences or situations for customers. 1.7 1 2.7 6 Being aware of and understanding the behaviors and reactions of others. 1.7 0.7 2.3 7 Maintain professional attitude and standards of service when dealing with challenging situations. 2.3 1.3 3.7 8 Quickly adapt to changing information within expected knowledge or content areas. 3 1.7 4.7 9 Efficiently organize daily, weekly and monthly responsibilities in order of priority. 2.3 1.3 3.7 10 Adjust behaviors or communication styles to suit customer needs and shopping types. 1.7 0.3 2 11 Creatively find ways to engage and solve costumer and store issues. 2.7 1.3 4 12 Make decisions based upon identifying the problem, gathering information, determining best solution and evaluating the outcome. 3 1.7 4.7
  12. 12. 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 Statements Tasks 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 Efficiently 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, 20 14 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. 20 18 Ability to tell when something is wrong or is likely to go wrong. 16, 20 19 Ability to receive and apply feedback or positive criticism. 20 Ability to effectively work with peers and supervisors on various tasks on a daily basis 21 An interest in technology, its application and advancement. 8 22 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. 1,16 25 History of punctuality, in arriving to work and finishing projects on schedule.
  13. 13. Method
  14. 14. Job Description Job 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.
  15. 15. Job Description Knowledge • 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.
  16. 16. 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
  17. 17. 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

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