Recruitment & Secretion

Major KSAO Category

Necessary for Selection? (Y/N)

METHOD OF ASSESSMENT

Experience Check

Education Check

Marshfield Applicant Exam

Retail Knowledge Test

Interview

Leadership Skills

Skill in managing personnel resources

Y

X

X

X

Customer Service Skills

Knowledge of customer service principles

Y

X

X

Communication Skills

Communication and speaking skills

Y

X

X

Problem Solving Skills

Skill in judgment and decision making

Y

X

X

X

X

Creative Thinking Skills

Ability to develop original solutions within prescribed parameters

Y

X

X

Financial and Operational Management Skills

Skill in the analysis of financial and operational data

Y

X

X

X

Retail management knowledge

Knowledge of retail management policies and practices

Y

X

X

X

Planning and coordination abilities

Ability to plan and coordinate resources, activities and events.

Y

X

X

X

Knowledge of organization policies and practices

Y

X

Teamwork skills

Ability to work in a group or team setting.

Y

X

X

Category for Evaluation

Possible Scores

1

Response does not provide demonstrated evidence that the candidate has the KSAOs required for the position or the ability to perform the role.

2

Response provides demonstrated evidence that the candidate has the KSAOs required for the position and the ability to perform the role.

3

Response provides strong demonstrated evidence that the candidate has the KSAOs required for the position and the ability to perform the role at a high level.

Leadership skills

Please tell us about your most successful attempt to encourage others to take action and get the job done.

Displays minimal leadership skills and limited ability to engage others.

Demonstrates limited ability to assist others in their personal development towards achieving common goals.

Displays minimal ability to effectively delegate tasks to complete work.

Demonstrates limited ability to resolve disputes among team members.

Displays good leadership skills and adequate ability to engage others.

Demonstrates ability to assist others in their personal development towards achieving common goals.

Displays ability to effectively delegate tasks to complete work.

Demonstrates ability to resolve disputes among team members.

Displays exemplary leadership skills and strong ability to engage others.

Demonstrates strong commitment and ability to assist others in their personal development towards achieving common goals.

Displays exceptional ability to effectively delegate tasks to complete work.

Demonstrates strong ability to resolve disputes among team members and assign unpopular jobs without opposition.

Customer service skills

You are receiving many customer complaints on a product that is sold in your department.  What steps will you take to address this issue?

Demonstrates poor knowledge of customer service principles.

Demonstrates minimal ability to keep balance between company policy and interest of customers.

Demonstrates poor ability to assist customer needs.

Promises more than he/she can deliver.

Demonstrates adequate knowledge of customer service principles.

Demonstrates ability to keep balance between company policy and interest of customers.

Demonstrates ability to assist customer needs, but may promise more than he/she can deliver.

Demonstrates exceptional knowledge of customer service principles.

Demonstrates exemplary ability to keep balance between company policy and interest of customers.

Demonstrates that he/she is accommodating and eager to assist customer needs while being cautious enough not to promise more than he/she can deliver.

Communication skills

Please describe a situation where you demonstrated effective communication skills in overcoming a barrier when dealing with a colleague, supervisor, or customer.

Demonstrates poor communication skills, so not able to receive and couldn’t relay provided information.

Low confidence because of poor oral and written communication skill, not able to describe aspects of a project.

Demonstrates poor listening skill and not able to understand needs.

Demonstrates lack of experience dealing with a colleague, supervisor, or customer.

Demonstrates good communication skills, able to receive and relay provided information.

Confident because of good oral and written communication skill, able to describe aspects of a project.

Demonstrates good listening and able to understand needs.

Demonstrates having some experience dealing with a colleague, supervisor, or customer.

Demonstrates strong and effective communication skills thus able to receive and relay information effectively.

Very Confident because of strong and effective communication skill very effectively and professionally present and describe aspects of a project.

Demonstrates strong listening and quick understanding of the needs.

Demonstrates strong experience dealing with a colleague, supervisor, or customer.

Problem solving skills

Describe an instance when you had to think quickly to free yourself from a difficult situation.

Demonstrates poor thinking and hasty in making decisions.

Demonstrates old ideas, takes help from others to

overcome from difficult

Situations.

Demonstrates irrational to resolve a problem and lack of balanced thinking.

Demonstrates irrelevant information and not able to give proper solution.

Demonstrates good thinking but hasty in making decisions.

Demonstrates good ideas and seek for advice to

overcome from difficult

Situations.

Demonstrates logic to resolve a problem and have a balanced thinking.

Demonstrates relevant information and able to give proper solution.

Demonstrates very good thinking and are not hasty in making decisions.

Demonstrates developing creative or original solutions and inductive reasoning to overcome from difficult Situations.

Demonstrates logic and creativity to resolve a problem and have a balanced thinking.

Demonstrates relevant information and create an effective solution.

Creative thinking skills

Tell us about a suggestion you made to improve the way job processes/operations worked. What was the result?

Candidate provides a suggestion that is not relevant to retail for improving processes/operations and did not include the result of their suggestion.

Candidate’s answer is simple OR hard to understand.

Candidate’s response includes a relevant example and the result of the process.

Suggestion provided describes an improvement that was fairly basic OR suggestion made did not result in an improvement.

Candidate’s response was well organized but not detailed.

Candidate's response should show they are willing to discuss innovative solutions to extraordinary challenges. Their examples should contain examples of unique work processes that were developed or employed to overcome problems.

Candidate’s response will be well thought out and will include a detailed description of their suggestion and what the result was.

Candidate should be able to able to acquire knowledge from errors as well as triumphs.

Financial and operational management skills

You are given the task of leading an important project for the department, the main goal of which is to cut costs through alternate service delivery options. As the person in charge of this project, what would be your first steps?

Candidate is not able to come up with what steps they would take to cut costs in their department.

Candidate’s answer does not provide specific examples that display their financial and operational skills. Answer is overly basic.

Candidate provides first steps in chronological order and describes each step in detail.

Candidate’s suggestion is relevant however not the most efficient course of action.

Candidate’s answer displays a moderate amount of financial and operational knowledge.

Candidate should be able to explain how they compile facts and figures for preliminary analysis through specific knowledge. Their examples should show that they are able to process new developments in their field and integrate them into their work processes.

Retail management knowledge

You are hired as the new Department Manager; how will you ensure that the company stays up to date with current trends in the retail industry as well as new legislative requirements?

Candidate’s response is short and not descriptive.

Candidate’s suggestion does not display adequate knowledge of the Retail industry or corresponding legislative requirements.

Response suggests candidate is not familiar with Tanglewood’s culture, values, or organizational hierarchy.

Response provided suggests candidate would be able to implement regular learning techniques in department.

Candidate’s response does not display knowledge of Retail Industry or legislative requirements.

Response includes description of implementing learning updates with entire team.

Candidate should describe a situation where they were able to apply learning in a resourceful and innovative manner.

Candidate’s suggestion displays excellent knowledge of the Retail industry and corresponding legislative requirements.

Candidate’s response includes working directly with their team and frequent updates to team’s knowledge in these areas.

Planning and coordination skills

Tanglewood is preparing for their first annual anniversary sale. What steps would you take to coordinate the activities for this event to ensure sales targets are met?

Displays minimal planning skills and lacks ability to coordinate major activities during busy seasons

Unable to provide adequate examples of planned activities, therefore coordination skills are lacking

Does not seem to be concerned much about sales targets

Displays good planning skills that may be applied to busy seasons

Has some experience coordinating similar important events in the past

Is somewhat concerned about sales targets but is unable to provide clear examples of how to meet them.

Displays excellent planning skills. Has coordinated similar events in the past successfully with great results. Has Event Planning training

Knows how to plan ahead, make good decisions, analyze different possibilities, and effectively accomplish the maximum workload.

Seems to be quality conscious and understands the importance of time management techniques. Understands how critical deadlines are, and shows that he or she overcome obstacles to meet deadlines.

Shows excellent planning, ability to prioritize, productive amount of energy, company commitment, and a high personal standards for his or her work.

Knowledge of organization policies and practices

You are hired into the Department Manager position, how will you gain a thorough understanding of the company (culture, policies, stakeholders and clients) to move our strategic goals forward

Displays minimal knowledge and experience with company policies and practices

Does not seem to understand the importance of company’s policies and practices

Does not see the connection between a proper understanding of culture, policies and an organization goals accomplishment

Displays good enough knowledge and experience with company policies and practices.  Has no experience implementing them.

Understands the implementation process of company policies to stakeholders but not to clients

Is able to explain a brief plan to move company forward

Displays exceptional knowledge of all kinds of policies and practices.  Has worked on the implementation and has helped company move forward with assigned goals

Is able to definitively explain the decisions he or she made that have led them to seek a job in this industry and organization. He or she has done their research professionally and has a clear understanding of what working in the industry and organization entails.

Provides examples that show an understanding of the significance of work standards, ethical standards, and laws relating to the business. Is able to integrate these areas into their work processes.

Teamwork skills

Tell us about a time when a colleague came up with a new idea and you helped implement it?

Displays minimal experience within team work environment and has not implemented any new ideas

Does not believe in implementing ideas of colleagues, only upper management

Is not able to provide a specific example

Displays some experience within a team work environment.

Recalls having regular meetings with stuff to receive ideas, however they were never implemented.

Respects other people’s point of views but does not believe every idea should be implemented.

Displays extensive experience within team work environment and has helped implement new ideas from colleagues in many occasions and the implemented ideas have produced great results

Values working relationships, understand how important working relationships are for the company, and is prepared to work at making relationships function well.

Dislplays knowledge of where their skills work best. They should demonstrate how their unique skill set has assisted in the completion of a project in a team environment.