Human Resource Management
and Social Responsibility
EILEEN DUNN, ALEX PASQULONE, AND
STEPHANIE SEDMAK
Effective Employee Training
 When employees are trained
 They know they are supported
 They know how to perform the task
 They’re more efficient
 They’re less likely to make a mistake.
Poor Employee Training
 When employees are not trained or have been
trained poorly




The quality of the work is poor
Mistakes are easily made with customers
If a mistake is made it takes more even more time to fix the
problem
More likely for employee to be unhappy causing them to
underperform
Essential Employee Training Components
 Product Knowledge staff must know what they’re selling to be an effect
salesperson.
 How to Sell Effectively Issues that should be covered in a weekly training session
How
do you determine customer needs?
How do you overcome customer objections?
What are the best ways to ask for the sale?
Essential Employee Training Components
 In-Store Procedures
 Employees should know a wide range of tasks
Pricing merchandise
 Handling cash and sales receipts
 Procedures for opening and closing the store.
 Identifying merchandise for markdowns

 Customer Service
 Good customer service adds value to a store
Employee Training Agenda
Align Retail Associates with Business Goals
 The Company Brand
 Retail associates are the most important brand ambassadors
 Give them an insight into the personality of the brand
 Vision, Mission, and Values
 Align them with your company’s goals, vision, missions and
values
 Roles and Responsibilities
 Let members know their roles for better clarity
 Do’s and Don’ts
Basics of Sales and Customer Service
 Product Knowledge
 Today’s customers are well informed due to media
 Educate store associates about core products they will sell
 Describe Your Customer Profile
 Give associates a clear understanding of the customer profile
 Who is your customer? What are their core needs?
 Customer Service and Sales Techniques
 Equip the associates with the skills to make sales
In- Store Operations and Processes
 Loss Prevention
 Have staff trained in inventory loss prevention
 Inventory Control
 Teach how to make accurate inventory records
 Learn basic importance of inventory management
 Safety
 Protect stores from any disasters due to human errors
 Procedures for dealing with common emergencies
 Visual Merchandising
 Visual Merchandise is a key component to boost sales revenue
 Importance of having an organized and well maintained store