星期一, 4月 14, 2008

人力資源管理作業

人力資源管理

假設你是某所大型連鎖店的人資人員,請設計標準化的口試內容或面談以改進公司的甄選流程,就以下職位設想面試,提出兩個問題,並說明提出問題背後的意義,門市收銀員,青少年服飾銷售人員,倉儲管理人員(庫存進貨的工作人員)

一、門市收銀員:

問題一:請問真鈔的辨識方法與拿到偽鈔的處理方式?

提問原因:收銀員最重要的是收取正確的款項,對於基本的真鈔辨識方法與流程應該要有概念,要應徵收銀員,這樣的基本知識應該要有,有了這樣的準備,才會專心於工作,當然說得越詳細的,分數越高。而收到偽鈔,考慮到顧客的面子和後續營運,一定要有和善的態度,才能在金錢不損失的情況下繼續與顧客維持良好關係。

評分表準:
1.能回答出一種辨識方法得一分,答越多月高分。
2.收到偽鈔有和善的態度和顧客溝通得三分,懂得詢問主管得一分,若只是退還得零分。

問題二:如果你現在是收銀人員,你在結賬前中後,會如何和顧客對話?以現場實物演練方式進行。

提問原因:收銀員是顧客對公司的第一印象,有了良好的互動,回客率相對增加,此題考驗收銀人員的表情態度,與人互動的應對進退,若能在結賬前中後加入一些日常寒暄對話,給客人十足的親切感,讓顧客成為熟客,相信更能提升公司業績。

評分標準
1.結賬前 表情3分 基本禮貌3分 對話3分
2.結賬中 表情3分 對商品輕拿輕放3分 對標示不清貨品能妥善處理 3分
3.結賬後 表情3分 基本禮貌3分 對話3分

2 則留言:

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