2. 2
CURRENT RETENTION STATUS
• Southwest Region Retention
• SW LY Turnover: 68%
• SW TY Turnover: 63%
• Overall improved by 5%
• Northpark Nordstrom Retention
• NP LY Turnover: 68.5%
• NP TY Turnover: 64%
• Overall improved by 4.5%
• Highest turnover among salespeople and
department managers.
• How can we improve this issue?
AS OF JUNE 2015
3. 3
OPPORTUNITIES
In order to improve retention at
Nordstrom, we need to carefully hire
and spend time effectively training
our employees.
5. 5
HIRING PROCESS
1. Submit Online Application
2. Video Interview
• Why do you want a career in fashion?
• How do you feel about working in a commission based environment?
• How do you feel about Nordstrom’s “Use Your Best Judgment” policy? Empowered?
• How do you feel about not having a return policy?
• What are the top three departments you are interested in?
• Why are you interested in your number one choice?
• Do you have any experience working with these types of products offered in this
department?
3. One on One Interview
• DM meets with applicant and decides whether to keep or pass on the applicant to another
department.
4. Offer
INTRODUCING A VIDEO INTERVIEW
6. 6
HIREVUE STATS
HOW HIREVUE CAN IMPROVE THE HIRING PROCESS
RESULTS FROM COMPANIES PERCENTAGE
Faster Growth 50%
Less Turnover 29%
Faster Cycle Time 25%
More Top Performers 13%
Fewer Poor Performers 17%
8. 8
DAY 1: FASHION YOUR FUTURE
• Nordstrom History
• Video: Our Reputation
• Nordstrom Culture
• 25 Best Practices
• Tire & Diamond stories
• Interactive Activity: 30 minutes
• Split the class into groups of 2-3 people, ask them
to walk the floor and look for examples of
Nordstrom culture.
• Walking bag around cash wrap
• Hand wrapping gifts
• Offering rewards
• Greeting every customer
• Discuss Pay Stubs
NORDSTROM HISTORY & CULTURE
9. 9
DAY 2: POS TRAINING I
• 4 Hour Training
• Basic Functions of POS
• Role Play: Use actual merchandise when
teaching new employees how to ring.
• Change layout of POS training room, make it
look like an actual cash wrap so that
employees can create a mini-shop.
• Merch Search
• DTC, NOM
• New Accounts, Account Lookup, Available
Rewards
• Returns, Save the Sale, Return Alt Lookup
• Holds, Add to PB
BASIC FUNCTIONS OF POS
10. 10
DAY 3: POS TRAINING II
• Register Training: 4 Hours
• Spending half the day cashiering high volume
departments.
• Shadowing: 2 Hours
• Shadowing and aiding top sellers in the new hire’
s respective departments.
• Product Knowledge: 2 Hours
• Learning about the products that drive the
business.
• Stockroom Tours
• Top Selling Items
• Trying on Items
GETTING FAMILIAR WITH DEPARTMENT
11. 11
DAY 4: WRAP UP
• Continued Register Training: 4
Hours
• Helping cashier in their respective
department
• Merch Search
• DTCs
• Adding customer to Personal Book
• Selling: 4 Hours
• On the sales floor selling in their
department.
IN DEPARTMENT
12. 12
N-HANCED
• One Month After Hire
• The faster that they connect with the customer, the stronger the relationship.
• Day 1:
• Class taught by Service Experience Manager
• Introduction to Tools
• Emphasis on Personal Book (what & why)
• iPad availables for people to use
• Day 2:
• Class taught by Customer Relationship Manager & Personal Stylist Manager
• Building Customer Relationship using Tools
• Using Personal Book
• Greet & Approach
• Contacting Customer
2 DAYS
13. 13
HUMAN RESOURCES TOUCH BASE
• The day the new hire’s 1st
paycheck goes live, Human Resources will touch
base with the new hires.
• This will reduce confusion and explain commission breakdown.
DAY OF 1ST
PAYCHECK
