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Chern's Case Study Ch.4

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Ch. 4 Case Study

Job Requirement Matrix for Sale Associate

|Job Duty |Tasks |Relative |Relative Time |Competency or KSAO |Importance of KSAO or |
| | |Importance of Job|Spent (%) | |Competency to Task |
| | |Duty (%) | | |Performance (1 = low, |
| | | | | |10 = high),( E = |
| | | | | |essential) |
| Customer Service |1. Greet customers and ascertain what |35 |50 |1. Knowledge of principles and |10 E |
| |each customer wants or needs. | | |processes for providing customer | |
| |2. Answer questions regarding the store | | |and personal services. | |
| |and its merchandise. | | |2. Active listening skills. | |
| |3.Recommend, select, and help locate or | | |3. Oral comprehension. | |
| |obtain merchandise based on customer | | | |7 |
| |needs and…...

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