1. RECRUITING, MOTIVATING, AND KEEPING QUALITY EMPLOYEES CHAPTER 7

2. Human Resources Management All actions that an organization takes to attract, develop, and retain quality employees.

4. Recruitment Identifying suitable candidates and encouraging them to apply for openings in the organization.

5. Job Description: Cosmetic Sales at Nordstrom Primary Responsibilities: · Greet customers in a timely, professional and personable manner · Use product knowledge and selection to provide exceptional service to customers and build your sales · Offer hands-on cosmetics consultations · Build lasting relationships with customers by contacting them to follow up on purchases, suggest new merchandise, and remind them of upcoming events · Perform merchandising tasks, such as stock, re- merchandising, display, price markdowns, and transfers

6. Job Specification: Cosmetic Sales at Nordstrom Qualifications: · Driven to deliver superior service by exceeding customer expectations · Demonstrated ability to develop relationships with customers and co-workers from all walks of life · Able to work well as a team player in a fast-paced, energetic environment · Proven ability to plan, set and achieve goals · Strong organizational and follow-up skills · Excellent verbal and interpersonal skills · Presents a professional image in appearance, words and actions · Be a self-starter and use good judgment in all situations · Previous experience in cosmetics sales preferred

7. Selection Creating criteria for deciding which candidate is best for the company and specific jobs.

8. Interview Questions GeneralBehavior Customer Service End of Interview Tell me about your recent work experience(s). Why did you leave your previous place of employment? What strengths and weaknesses would you bring to this position? Source: www.workforcecentralflorida.com

9. Interview Questions GeneralBehavior Customer Service End of Interview Source: www.workforcecentralflorida.com Describe a situation when you had to take directions from several people at the same time. Describe a time when you had to sacrifice quality for a deadline, or visa versa. How did you react to this? Describe a tough problem that you have dealt with, tell me how you approached it and the outcome. Tell me about a time when you felt you had to break a company rule in order to get something done.

10. Interview Questions GeneralBehavior Customer Service End of Interview Source: www.workforcecentralflorida.com How would your supervisor describe your relationship with your peers? Describe a customer compliant that you have resolved. How would the people you supervise describe your management style?

11. Interview Questions GeneralBehavior Customer Service End of Interview Source: www.workforcecentralflorida.com What aspect of your past employments did you enjoy the most? Why should I hire you? Do you have any questions for me?

12. Are these questions legal? 1. Where were you born? 2. Why did you leave your previous employer? 3. What kinds of things do you do when you are not at work? 4. Did you pay for insurance coverage at your previous company? 5. Have your wages ever been garnished? Is so, why? 6. Are you currently married? 7. Do you currently have trouble with drug or alcohol abuse? No Yes

13. Are these questions legal? 8. Are you satisfied with the progress of your career? 9. What have been your most significant accomplishments since joining your present company? 10. Where do you see yourself over the next five years? 11. What is your birth date? 12. Do you have any physical limitations? 13. What are the ages of your children? Who takes care of them for you? 14. What did you like/dislike about your previous position? Yes No

14. Are these questions legal? 15. How long have you lived at your present address? 16. Who lives in your household? 17. How well did you get along with your previous manager? 18. What is your current compensation? 19. How frequently did you get salary increases? 20. Have you ever been arrested? Yes No

15. Motivating and Managing People

16. Motivation Theories Maslow’s Hierarchy of Needs

17. Self-Actualization Esteem Social Safety Physiological Needs and Motivations

18. Motivation Theories Maslow’s Hierarch of Needs Expectancy Theory High Motivation = f (Performance + Rewards)

19. Motivation Theories Maslow’s Hierarch of Needs Expectancy Theory Goal-Setting Theory

20. Motivation Theories Maslow’s Hierarch of Needs Expectancy Theory Goal-Setting Theory Equity Theory Job Enrichment Theory Job Enlargement Job Rotation Job Enrichment