A HANDBOOK FOR RECRUITMENT OF RETAIL STAFF IN ARVIND BRANDS & RETAIL LTD

This Fashion Assistant Recruitment Handbook serves as a guide to help the recruiter better understand the selection process. It enables the recruiter to recognize & use the selection tools to make recruitment a scientific, objective & effective process. It enables different recruiters to use this handbook to ensure that uniform quality of Fashion assistants are selected who help in projecting the desired brand image.

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The Requisition process: Overview

The total headcount for the year will be within the approved manpower budget for the year The Manpower requisition will start with signed manpower requisition form This form can be signed by A. Regional retail incharge for replacements B. Regional retail incharge for numbers within agreed budget C. Head Retail for new store / additional requirement.
Process begins with:

Requisition from the concern Dept/Store

Check: Within budget numbers / replacement/ New store Any additional requirements Signed MR form recd. by HR

Sourcing
(Field, Store, Contacts,

referrals) Resp-Regional Recruitment Champions

Screening & Check for Profile match

Selection Process Begins

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The Pre -selection process: Check list

This is a single sheet ready reckoner which will help the recruiter o To filter from lot of application o To filter from multiple suitable candidates and meet only those who meet these basic criteria. o To ensure a better match with expected caliber of FA o In case there are walk in candidates and we need to meet them urgently. To help in the above following is a check list of questions with desired criteria of what we are looking for. Those who qualify these can now be taken forward for further evaluation of skills & fit for the Brand.

Sl.No
1

Check list questions

Check the candidates Date of birth. The candidate is therefore_______ years of age. (Suitability Yes ...No) The candidate resides in ..(Location). Is it possible for him/her to commute daily given the long work hours Does he /she have a two wheeler? Does the Candidate have previous experience .Yes No

Desired Criteria
18 - 25 Years of age Within 6 10 Km or within 30 Min of commute time Definite plus.

If yes is it in retail or other Field? Is the previous location nearby to our current store of candidates likely placement. - How long has candidate worked in last job /before that. Education what is his/her education qualification. X standard or less, PUC or Graduate? Suitability thereforeYes...No.

Upto 3 Years of Experience max.

FA X Std Pass Sr.FA / Asst.Manager - Graduate English Medium Preferred

Has the education been in English medium or local language. Therefore he will be able to relate with our customer profile. Family Background Parents working /sisters & brothers.dependency factor Reference check if we know anyone in his previous place of work/locality discreet reference check should be done Post first time meeting him.

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FA SELECTION GUIDE
The FA will need to have the following competency for selection A. General competency -to be assessed through a written test /during interview B. Specific Role competency to be assessed through competency based interview

A) General Competency
A. 1.Basic Communication skill A) English Spoken (Refer Page no 9) 20 Marks

B) Local language - Fluency (5 each) - Clarity of speech (5 Marks) 10 Marks (Refer Page no 10) 5 Marks

A. 2. Presentation and grooming - As per scale

A. 3.Ability to communicate the brand identity

_ _ _ _ _ _ Elimination Stage _ _Minimum cutoff 16 out of 30_ _ _ _ _ _ _

B) Cognitive & Basic arithmetic

Through written test (Test is enclosed)

20 Marks

C) Role specific competency

C .1 Customer Orientation C. 2 Selling skills C. 3 Values compatibility (Refer Page no 12) (Refer Page no 14) (Refer Page no 16)

35 Marks 10 Marks 15 Marks 5 Marks

(Difficult to judge by any method) These will be evaluated during interview using the competency based interview method .

D) Profile
D. 1 Graduate /undergraduate D. 2 Experience /Fresher D. 3 Last company profile match Retail /FMCG 5 Marks/2 marks 5 Marks /2 marks 5 Marks /2 marks
Total 100 marks

(Note: FAs will Qualify for Further selection process after they clear the Elimination stage)

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SR .FA / Assistant Showroom Manager SELECTION GUIDE A) General Competency

A.1. Basic Communication skill SPOKEN 10 Marks

A) English

B) Local language

Fluency Clarity of speech

(5 each) (5 Marks) 10 Marks

A.1. II Written Communication

A.2. Presentation and grooming A.3. Ability to communicate the brand identity

10 Marks 5 Marks

A.4. Basic Computer Skills

10 Marks

_ _ _ _ _ _ _ _ Elimination Stage _ _ _ _ _Minimum cutoff_ _ _ _ _ _ _

B) Cognitive & Basic arithmetic C) Role specific competency

C. 1 Customer Orientation C. 2 Selling skills C. 3 Values compatibility C.4 Working in Team

(Through written test Advanced level) 20 Marks

35 Marks 10 Marks 15 Marks 5 Marks (Refer Page no 17) 10 Marks

These will be evaluated during interview using the competency based interview method.

Profile fit is assumed Total 100 marks

Note: FAs will not qualify for Role Specific Test unless they clear General Competency Test

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The Selection interview

The interview is a meeting where both the employer and prospective employee need to exchange ideas to understand the role & expectation. We need to be polite and considerate throughout the interaction, irrespective of candidate profile or interview outcome. Initial assessment 1. Assessment on Communication skill - Candidate must score a minimum of 6 out of 10 . 2. Oral communication both in English and local language should be judged by Making them read a newspaper /magazine column Translation in local language. 3. Use the enclosed scale foe Presentation and Grooming evaluation. The total evaluation must be 16 /30 .This will make the candidate eligible to go the next stage of evaluation.

Dos
Always be polite Ask if candidate needs water to drink Speak clearly & repeat in local language if necessary Plan your time for the meeting Brief the candidate about Company & Brand

Dont
Dont be rude / arrogant /abusive Dont keep the candidate waiting Do not be abrupt or rush the person Do not make calls or Use mobile phone.

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GENERAL COMPETENCY

Assessment Guide:A.1. Oral Communication

Definition - Is the ability to effectively explain, describe, or convey ideas in individual and group situations. It includes adjusting language and detail to the characteristics and needs of the audience to ensure that complex messages have been accurately understood , as well as keeping all appropriate parties in the loop regarding any relevant issues. Behavioral Descriptors: What do I look for? In speaking / writing, is able to articulate ideas, concepts with clarity Uses several ways to convey an idea to a diverse group and ensures understanding of the same by means of feedback.

How to Measure? Communication can be judged throughout the interview. Apart from direct observation the following questions may be asked. Questions: Describe your favorite book or movie? Describe a situation when miscommunication created a problem on the job? Tell me about a particularly difficult or awkward conversation you needed to have with someone?

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A.2. Personal Attribute

Behavioral Descriptors: What do I look for? Look for Presentability / Grooming Conduct Physical Stamina/active& energetic Low Inclination to associate himself with political organizations How to Measure? 1 Is untidy / Shabby Dresser (Unshaven, unclean clothes, wearing slippers / Chappals). Physically unfit (that is he suffers from minor health ailments such as migraine , asthma etc) 2 Is relaxed and has pleasant mannerisms. Follows the basic standards of Presentability (e.g. is clean shaven, hair is brushed.) Free from minor health problems such as migraine, chronic pains asthma ,etc 3 Is enthusiastic, has moderate levels of confidence maintains good eye contact (erect posture). Has been engaged in various physical activities(e.g. Sports, farming ,etc),hence can sustain long hours of work 4 Is energetic and confident. Neatly dressed (Shaven, clean and shoes), shows positive body language (relaxed erects posture, and maintains good eye contact and appropriate voice levels, neither too high nor too low). 5 Attire is neat, professional and appropriate. Demonstrates a good sense of humor. Does not have a past record of joining political organizations furthermore also demonstrate a low inclination / interest to join political organizations.

Most aspects of Personal Attributes are directly observable: e.g. Presentability, Grooming and Conduct inclination to join political organizations can be checked through background and reference checking.

Questions: 1. What would you do if you realize that some of the organizations policies are unfair? 2. Do you think long working hours is a part and parcel of every job? 3. What kind of non academic activities have you participated in?

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Role Specific Competency

Customer orientation Sales orientation Values Compatibility Working with Team

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Competency based Interview

Sales Associates: Interview Guide

Assessment Guide:C.1 Customer orientation

Definition Is the demonstration of passion for the customer and the active attempt to go beyond what is required in order to meet or exceed customer expectations. It includes awareness of customer needs and how those issues impact and are impacted by business decisions and processes. Behavioral Descriptors: What do I look for? Has awareness of customer (internal/external) needs and how those needs impacted by business decisions and processes. Demonstrates passion for the customer and actively attempts to go beyond what is required in order to meet or exceed customer expectations. How to Measure? 1 Attends and listens to the customer, and comprehends his needs/concerns 2 Seeks information to better understand their needs/concerns of the customer Is able to identify the exact requirements and strive to meet them. 3 Takes ownership of the customer problems 4 Checks back with customers to ensure that needs have been met and issues resolved 5 Suggests or directly makes improvement in the processes through which customers are served

Is able to solutions/addr ess needs with a sense of urgency Develops credible towards the relationships with the satisfaction of customers the customer

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Questions: 1) If you are selling a product to a customer and you have another customer who is complaining about bad service, what would you do (for e.g ask a colleague to assist the complaining customer, offer to look into the matter and follow up, help out the complaining customer, try and ignore the customer..) 2) Tell us about an experience when you handled a rude, difficult or impatient customer 3) Is your job over once you have made a sale? 4) A customer walks into the store and has not yet bought anything, suddenly a nail from the rack gets stuck in his shirt and it tears. What will you do as the person attending to him. 5) A customer walks in with a trouser he had bought few days back and wants to exchange it...he has lost the bill. What will you do? Cases: You approach a customer who has been going around the store for more than 10 minutes without selecting anything. You decide to approach the customer Dialogue: You: Good evening, May I help you? Customer: Thanks. I am only looking You:_______________________ a) b) c) d) What are you looking for then? Have you an idea of what you are looking for? Sure. I am around. Call me in case you need any assistance Ok fine

An elderly woman entered the neighborhood shop to purchase some vegetables one evening. Since the quality of vegetables that she wanted to buy was huge, she decided to pick up a trolley. However she could not find the trolley. She decided to ask an associate to get a trolley. Even the associate could not find the trolley as it was peak hour. After an exhaustive search he found some spare trolley behind empty cartons stacked in the corner of the store In which way could the above situation have been prevented? a) By a sales associate offering to carry the purchases of the elderly woman b) By borrowing a trolley from a customer who had fewer items in it c) By placing the shopping baskets near the store entrance d) None of the above
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C.2 Sales orientation

Definition: The ability to influence the customer to make a purchase. It includes the ability to clearly understand needs, propose options, and explain benefits and outcomes in a persuasive and convincing manner How to Measure? 1 Is able to connect with and identify the buying needs of the customer Is able to present varied options and explain the merits of each option to aid the customer in making the buying decision 2 Is able to convince the customer in a persuasive manner so as to motivate the customer to make a purchase Is able to do so by providing information about discounts available, maintenance contracts, aftersales service etc 3 Is aware of the latest trends in the market with regards to new & improved products, brands, cost and quality Is fluent in communicating the same to the customer so as to provide the customer with a rich & informed shopping experience 4 Is able to suggest further buying or create a need in the customer for the other goods available in the store Is efficient in identifying & demonstrating related/complime ntary products which follow from the purchase made earlier 5 Is able to anticipate and understand future sales goals, develop and implement strategies for the same. Is able to foresee opportunities that may present themselves, such as seasons, festivals, special days etc.

Questions: 1) Can you tell me the complete cycle of selling a product to any customer? (For e.g. ask the customer if s/he is looking for a particular product, present with various options, seal the deal, and suggest further selling...) 2) If a customer came to the store asking for a particular product that is not available at that point of time, how will you deal with the situation? (for e.g. tell him/her to come later, try and present them with an item of another brand or similar product, contact the warehouse/godown and arrange for the product) 3) If you were in my place, what question would you ask and why?

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Mr. Sunil has entered the store. He is a regular customer and has come to do his weekly shopping. However today he is come with his two children who were crating scene and disturbing the other customers. As a sales associate, how would you deal with this situation? a) b) c) d) e) Role Play: How would you sell me this pen/mobile/refrigerator? 1. The interviewer takes on the role of a customer and the candidate tries to sell the product to the interviewer 2. The candidate can be evaluated on parameters such as description of the product features, description of the mechanism, comparison with competitors products, attention given to the packaging, creation of a need/motivation to buy the product...) Tell Mr. Sunil that his child is creating a nuisance Inform Mr. Sunil about the kids area, so that the child can play Distract the child by giving him a toy to play with Approaches the store manager/dept manager and raises concern Ignore the situation because Mr. Sunil is a preferred customer

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C.3 Value Compatibility

Definition: It is the ability to align oneself with the needs, priorities and goals of the broader organization; it involves exhibiting high professional standards in the face of rapid and unpredictable organizational and industry change and is demonstrated through objectivity, courage, and fairness, across all situations. Behavioral Descriptors: What do I look for? The ability to manage ones behavior in order to have positive benefits for the company and to ensure productive performance, while adhering to the rules and regulations, and using company resources wisely. The ability to treat people uniformly irrespective of gender, age, caste, creed or class. The ability to be fair and honest in dealings, avoid taking the easy way out. Questions: 1. How would you manage a situation where you believed that something was not in compliance with professional ethics? Have you ever faced such a situation? If so, tell me more about it. 2. What according to you are the characteristics of a difficult person (look out for general stereotypical comments concerning gender, religion, caste or class) 3. What would you do if you saw a valued and regular customer behaving in an improper manner? 4. Do you smoke, drink chew tobacco when you are stressed? 5. One cannot be on time every single day due to understandable reasons. Keeping this in mind how many days in a month is it ok for a person to be late? 6. Most of us at times are faced with a situation when we had to take a longer way of doing something in order to meet proper professional standards? Tell me more about it? Role Play: The interviewer starts the role play activity by giving the following instructions- I am a 16 year old teenager who has come to your outlet with nothing specific in mind, how will you approach me After completion of the first phase the interviewer continues with the following instructions I am a 50 year old man who has come to your outlet with nothing specific in mind how will you approach me?
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C.4 Working in Team

Definition: Is the ability to collaborate and work toward shared values and common goals. It is demonstrated through an ability to create and sustain positive working relationships with others Different Situations where Team work orientation can be observed: 1 The customer is not satisfied with the answer given by the FA/CSA. He is questioning the FA/CSA. The other FA/CSA who is watching this knows the correct answer. What should he do? A. Interrupt and give the answer B keep quite C tell others about what happened. 2 The customer is asking for a specific size in the shirt. But he does not have the size. What should he do? A .Guide him to section where shirts are available B Just explain that why it is not available. 3 List the ways in which the FA/CSA can demonstrate team activity in the store.

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For Sr.FAs and Assistant Store Manager

Assessment Guide:A.1. II Written Communication

Definition Is the ability to effectively describe or convey ideas and ensure that messages have been clearly understood by writing. How to Measure? a. Through newspaper reading & Comprehensive writing. b. Give a situation & ask them to write a report to Head Office. (e.g. 3 FAs are coming late, issues during store opening and closing time, there are concerns regarding Complimentary Off)

A.3. Ability to Communicate the Brand Identity

Definition - Ability to represent the brand he/she is being considered for. Behavioral Descriptors: What do I look for? Combination of the ARROW LOOK / FM LOOK Can he interact with a typical arrow customer / FM youth buyer We are developing the pictorials and description for this. Questions 1. Name some brands and major difference in them 2. Name some leading brands in sports /Kids wear /shirts /trousers /suits. 3. What does he know about retail market? 4. What does he know about jeans? 5. Which film stars endorse jeans? 6. Name some new brands in market

A.4. Basic Computer Skills

Definition Ability to use Excel and Word application to compile data, use analytics, follow documentation, prepare and maintain reports as may be required on the job. Questions - How to save a copy of a document? - Browse the Internet using a program like Internet Explorer - Open a document that has been previously saved. - Create a table in Excel.
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Pre offer Check.

Prior to an offer being made, after the selection process is completed the FA will need to submit the following documents. Further at least one reference check will be done and only after that is recorded on interview assessment sheet we can proceed further. Only on receipt of these documents will an offer be made to him. - Information to be collected from FA. 1. Address Proof. 2. Pan card 3. Certificates 4. Reference Check 5. Drivers License / Voters Id 6. DOB Proof

Fitment & Offers

After the candidate has cleared the above -He or She will be given an offer. After the candidate is ok with the offer, and the final offer will be given to the candidate with the joining date, reporting place and person. His or Her signature will be taken on the copy for records.

On-boarding Process
The prospective Fashion Assistant will report on the given date of joining to the designated place. The joining formalities like Account opening, generating of the offer letter will be done and joining Kit will be given to them. The Store manager / Area retail operation manager will be responsible to distribute the joining kit and conduct the joining formalities to the Fashion Assistant. All the joining formalities should be completed and all documents need to be submitted to HR.

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