Page 137 - DMGT553_RETAIL_STORE_MANAGEMENT

Retail Store Management

Notes Self Assessment

Fill in the blanks:
1. World over, retail as an industry, employs a significant ................................. number of
people.

2. In any retail organisation, the people who deal with the customers at a .................................
level, are considered as face of the organisation.
3. For ................................. sales jobs, retailers rely on educational institutions, adds, walk-ins
(or write-ins), Web sites, and employee recommendations.

8.2 Human Resource Environment of Retailing

Retailers face a human resource environment characterized by a large number of inexperienced
workers, long hours, highly visible employees, a diverse workforce, many part-time workers,
and variable customer demand. These factors complicate employee hiring, staffing, and
supervision.
The need for a large retail labour force often means hiring persons with little or no prior
experience. Sometimes, a position in retailing represents the first: ”real job”. People are attracted
towards retailing because they find jobs near to home; and retail positions (such as cashiers,
stock clerks and some types of sales personnel) may require limited education, training and
skill. Also, the low wages paid for some positions results in hiring of inexperienced people.
Thus, high employee turnover and cases of poor performance, lateness, and absenteeism may
result.
The long working hours in retailing, which may include weekends, turn off certain prospective
employees; and many retailers now have longer hours since more shoppers want to shop
during evenings and weekends. Accordingly, some retailers require at least two shifts of full
time employees.
Retaining employees are highly visible to customers. Therefore, when personnel are selected
and trained special care must be taken with regard to their manner and appearance. Some small
retailers do not place enough emphasis on employee appearance (neat grooming and appropriate
attire).
It is common for retailers to have a diverse labour force, with regards to age, work experience,
gender, race, and other factors. This means that firms must train and supervise their workers so
that they interact well with one another and are sensitive to the perspectives and needs of one
another.

Consider the employees mission of Albertson’s:
We value the unique qualities that each associate brings to workplace. It is our goal to attract and
retain the best associates in our industry and to provide a courteous and respectful environment
where diversity is honoured, celebrated, and cherished.
Due to their long hours, retailers regularly hire part – time workers. In many supermarkets,
over half the workers are part time and problems can arise. Some part-time employees lack
acumen, and are late, absent, or likely to quit than full-time employees. They must be closely
monitored.
Variations in customer demand by day, time period, or season may cause difficulties. Most
shoppers make major supermarket trips on Thursday, Friday, or Saturday. So how many
employees should be there on Sunday through Wednesday, and how many on Thursday through

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