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Customer Service > Ch 5.2 > Flashcards

Ch 5.2 Flashcards

1
Q

one way to draw a retailer’s attention to your interest in their company, your education, & your work related experiences, strenghts, achievements

A

your resume

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2
Q

important aspect of your resume

A

Accuracy: everything is truthful, important info is not omitted, details are correct

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3
Q

identifying keywords

A

important keywords on your resume can be retail industry terms, job description requirements, or based on language used on the website

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4
Q
A
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4
Q

objective statement describes

A

what you are looking for and shows that you have what is required for a specific job

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5
Q

objective statement should be based on

A

the employer’s job description

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6
Q

the bulk of work on your resume is

A

the skills and experience

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7
Q

as an expereinced worker listing skills and experience, you need

A

3-5 most recent jobs and responsibilities

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8
Q

as a entry level worker listing skills and experience you need

A

any informal work that you were paid for

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9
Q

tips for building skills and experience section

A

-set an active tone using action verbs
-include keywords specific to the job
-concise and complete sentences
-use words to get your resume noticed

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10
Q

action verbs associated with entry retail/customer service

A

accomplished
addressed
aministered
balanced
complied
demonstrated
explained
inspected
organized
reduced
resolved
solved

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11
Q

Using STAR to organize accomplishments

A

S-situation
T-task
A-action
R-results
important to tell the situation in which you acted, task performed or problem solved; the actions took or obstacle overcame, and the result

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12
Q

questions that help create acoomplishment driven resume, clear concise answers during interview

A

What have I done that thoroughly satisfied a customer?
What is something that I have accomplished that I’m proud of?
What have I done that was valuable to others?
What did I do that improved the way work was being done? Did it save the company money?
What were the key issues when I was hired? What did I do to solve them? What were the results of my efforts?
When did I do more than was required of me by my supervisor or job description? What were the circumstances and the outcomes?

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13
Q

listing educational experience

A

education is provided at the highest level first.
provide the school name, year attended/grad year, degrees earned

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14
Q

awards and achievements

A

highlight your national retail federation certifications along with any other awards, scholarships, or achievements. Be sure to spell out names

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15
Q

volunteer work and extracurricular

A

Consider any work you’ve done through your family or school or a civic or church group. However, don’t list hobbies and interests that are unrelated to the job

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16
Q

chronological resume format

A

emphasizes your work history by organizing the information under your job headings in date order, starting with most recent

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17
Q

functional resume format

A

organizes information under skill headings.
good for early career or changing fields

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18
Q

developing qualifications summary

A

highlights background and reflect specific qualifications that set you apart from other candidates. 2-3 sentences and contain important keywords from job description

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19
Q

resume checklist

A

Include contact information
Use a qualification summary or objective statement
Include keywords that highlight your experience and qualifications as well as those that match the job description
Include accomplishments, not just job duties
Include military experience, if applicable
Use past tense action verbs
Include information about your certifications
Include total years with the company, as well as years in each position you held
Proofread!

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20
Q

get feedback on your resume

A

use website tool (jobscan, zipjob) to test your resume against the job description
sumbit as word doc saved in plain text

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21
Q

printing your resume

A

White or beige 8.5 x 11-inch paper, not colored paper
An easy-to-read to read font such as Arial or Times New Roman rather than a hard-to-read fonts
A font size of 11 pt or 12 pt
White space on the page to break up solid texts
There’s no need to staple your resume if it exceeds one page.

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22
Q

online application is an important virutal legal document in which you

A

Acknowledge your interest in the role you are applying for
Confirm that the information that you have provided is true and accurate
Provide your employment history
Detail the knowledge, skills, and experience that support you as a candidate for the role

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23
Q

employer uses online applications :

A

As a record of the people who applied for the job
To identify whether a candidate’s skills and experiences align with the available job
To guide an interview with a candidate based on the information provided
To retain information about potential employees who may be a good fit for another position in the future

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24
Q

preparing for interview

A

research the company and review job description
rehearse answers to basic interview questions

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25
Q

tell me about yourself - interview question

A

This open-ended invitation provides an opportunity for you to make a connection with the interviewer and tell them what is important about you as it relates to their hiring decision. It’s your first opportunity to set yourself apart from other candidates. Be brief and concise and be sure not to ramble.

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26
Q

what are your stengths- interview question

A

Describe strengths that are relevant to the job you are applying for. While other strengths are important, they take a back seat in an interview to the qualities the employer needs.

27
Q

what are your weaknesses- interview question

A

While you need to provide an honest answer to this question, it is a good idea also to explain how you are working to overcome the weakness. For example, “In the past, it has been difficult for me to accept criticism from my peers. However, I have learned to ask for and value input, and it has improved my performance.”

28
Q

why are you interested in working for this company and what do you know about us - interview question

A

You will need to do some homework to be able to answer these questions in a genuine way. If you know very little about the company, it may indicate to the interviewer that you didn’t care enough about the job to effectively prepare. Explain the positive things you have learned about the company, its culture, and/or its products. Describe how the company fits with your career goals.

29
Q

why should we hire you- interview question

A

Describe how you meet all or almost all of the criteria they seek and may bring additional skills to the team. This indicates that you may be interested in growing your career with them.

30
Q

where do you see your career in 3 years- interview question

A

Focus on how you would like to help the company over the next three years. They are most interested in how you plan to help them. You might also share additional skills you’d like to develop during that time that could allow you to bring even more to the company.

31
Q

tell me about a time when you solved a problem- interview question

A

It may be hard to respond to this statement if you don’t have much work experience. Interviewers want to see that you can think critically and develop solutions. Even if the problem was related to not having enough time to study/spend time with your children, describe the steps you took to prioritize your time. This demonstrates that you are responsible and can solve problems on your own.

32
Q

tell me about a time when you contributed to a team project - interview question

A

At some point, you have been part of a team – family, community activities, sports, or a school club all require teamwork. Teamwork is essential in retail to meet customer needs and maximize productivity. Choose an example that shows how you contributed to the team’s success.

33
Q

why did you leave your last job - interview question

A

Honesty is always best. If you were terminated, briefly explain the circumstances and how you plan to do things differently in the future. If you left on your own, give reasons that contribute to career advancement.

34
Q

what does good customer service look like to you - interview question

A

The interviewer is checking to see if your view on customer service matches the company’s perspective. If you haven’t delivered customer service on the job yet, think of a time when you received great service and share what you liked about it.

35
Q

what task do you enjoy most about your last job- interview question

A

Respond enthusiastically with tasks, projects, and accomplishments that benefited your last employer or school project. Share an example that describes skills relevant to the job.

36
Q

what tasks do you enjoy the least during your previous job- interview question

A

It is important to review the job description before crafting the answer to this question. Be careful if you are describing something that is a significant responsibility of the job. For example, you could say something like, “I did not enjoy washing the dishes, but I understand the importance of getting that done, so I always do it to the best of my ability!” And say it with a smile.

37
Q

asking questions after your interview shows that you

A

Are interested in learning more about the company and the position. It is your responsibility to understand the job expectations if you are hired.
Have been attentive during the interview
May want to share skills and experiences that were not covered during the interview
Would like to clarify something that was previously discussed

38
Q

your question should

A

Show that you did your research
Reveal something interesting and appropriate about yourself
Prompt a good decision

39
Q

example question for interviewer

A

How would you describe an average day on the job?
What are the key challenges of the position?
What skills will I need to grow with the company?
What would be a typical career path for someone in this position?
How would you describe the ideal candidate?
When and how will I be evaluated? What are the performance standards?
Is there a specific dress code?

40
Q

prepare ahead time

A

commute
emergency contact in case of delay
choice of clothing
prepare resume etc

41
Q

day of interview

A

eat light, drink water
dress appropriate
review job description
get sun and air
arrive early
turn phone off

42
Q

when greeting you should

A

look in their eyes and use firm handshake

43
Q

making a connection

A

observe surrounding
make comment to establish common connection

44
Q

express interest in company and the job using

A

research you did on company, products, services

45
Q

focus on what you can do for them

A

connecting skills to their needs

46
Q

be aware of body language

A

5-10 seconds eye contact shows connnected and engaged

47
Q

listen carefully to question and answer concisely

A

showcase resume
observe interviewer nonverbal cues
do not use filter words several times within sentences

48
Q

talk about certificate and previous training

A

emphasize that you work hard, willing to learn and grow, interested in retail industry

49
Q

ask questions

A

when invited to do so, ask questions prepared ahead time to show proactive

50
Q

dont ask salary during interview

A

avoid bringing it up and wait for hiring manager to inform you first

51
Q

after interview

A

send thank you email or card within 24 hrs
thank you notes, social media activity

52
Q

composing thank you email

A

In addition to thanking the person for their time and consideration
Mention something you learned in the interview to show that you were fully engaged
Reiterate the skills you have that meet the employer’s needs
Remind them why you are a good fit for the company’s culture

53
Q
A
54
Q

eliminate social media post that contains

A

Negative comments about companies.
Anything that could be interpreted as stalking or harassing behavior.
Inappropriate words or pictures.
Excessive pessimism.
Poor grammar.
Typos.

55
Q

reviewing a job offer

A

Is this the right job for me now that I know more about it?
Is the compensation what I was expecting?
Do I understand the benefits associated with this job?
When is the start date?
What’s the job classification?

56
Q

full time

A

require specific number hours per week, eligible for benefits

57
Q

part time

A

require fewer hours, quanitity may vary, benefits vary

58
Q

temporary

A

designated for specific period of time

59
Q

compensation

A

what a company gives its employees in exchange for their work

60
Q

hourly pay

A

the federal government has said a minimum hourly wage that companies are required to pay, but individual States and companies may set a higher minimum wage.

61
Q

bonuses

A

companies may reward employees by giving bonuses for great performance- either the employee’s performance, the company’s performance, or both.

62
Q

commission

A

some sales associates receive a percentage of their sales as part of their wages.

63
Q

company discount

A

may include product discounts and discounts at partner businesses.

64
Q

example of benefits that may be offered

A

Healthcare coverage
Dental and vision plans
401K or retirement plans
Paid time off (PTO)
Stock options or restricted stock units (RSU)
Training and continuous learning opportunities

65
Q

pending background check and drug screening

A

The company will initiate the process for a background check by asking you to provide permission and some additional Information, such as your Social Security number.
You will be given instructions on where you need to go to complete a drug screening test. The results are provided directly to the company.

66
Q

at will employment

A

Employment is “at will.” That means an employer can terminate an employee at any time for any reason, except illegal ones, such as discrimination.

Customer Service (9 decks)

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