NAME: Princella Walker

HRM/326
FINAL EXAM
Respond to each of the following scenarios in a well-crafted essay. Include resources from the text or outside sources to support your points and follow APA guidelines as appropriate. Each response should be approximately 200 words. Each essay response is worth 25 points.

1. Imagine you are the HR Director for Clothes-R-Us, a medium-sized clothing store with locations in five states. You know that customer service is a key element in the success of store, and headquarters is concerned that sales associates don’t have the right skills to help ensure repeat business. You think a more robust training program would help resolve the issue. Name and describe the steps you would take to conduct a needs analysis to determine the training program that would be necessary.
According to Carl Greenberg (2013), a good needs analysis will train the right people by using proper teaching methods.
Our first step will be to determine what the desired outcomes are to be. In our industry we understand that no matter how good our sales staff is and how good the product is, there will always be problems with our customer base which need to be addressed.
The second step will be to connect this desired outcome to both the current behavior and the desired behavior of our employees with regard to customer complaints.
Next we will look at what part of attaining this goal can actually be trained. Some employees may require practice on the job while others can learn from a training on “how to listen to customers”. How well they listen to customer complaints may become a qualification for hiring our sales associates in the future rather than trying to train this particular competency.
Step five will be to determine if we have any performance gaps. In other words we will look at the individual performances when it comes to comments