This document summarizes a job analysis that was conducted for the role of a retail salesperson at RadioShack. It involved gathering information from the Occupational Information Network (ONET) database, interviews with subject matter experts including retail salespeople and their supervisor, and a job analysis questionnaire. The questionnaire identified the critical tasks, knowledge, skills, and abilities for the role. Data analysis was conducted to identify the most important requirements, and these were linked to the tasks. Key requirements included actively listening to customers, product knowledge, and the ability to adapt to changing information.

2. Retail
Salesperson
 Basic Function
 Customer Focused
 Industry Context
 RadioShack

3. Method

4. Information Gathering
O*NET
Retail Salesperson
Summary Report
Subject Matter
Experts
Supervisor &
Incumbents
SME Interviews
Questionnaire
Sample Statements
& Results

5. Occupational
Information
Network (O*NET)
• O*NET OnLine Database
• Retail Salesperson (General)
• Tasks
• Knowledge
• Skills
• Abilities

6. Information Gathering
O*NET Subject Matter
Experts
SME Interviews

7. 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

8. Information Gathering
O*NET Subject Matter
Experts
SME Interviews

9. 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

10. Method

11. 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.

12. 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

13. 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.

14. Method

15. 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.

16. 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.

17. 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

18. 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