Ready-made cases with HR management solutions. Training methods: Case method. Examples of ready-made cases for management training. How to create a case. What types of cases are there?

Andrey Alyasov

founder of the National Case Study League Changellenge

If you want to work in a well-known company and in a good position (for example, Alfa Bank, EY, KPMG, McKinsey, PwC or Unilever), sooner or later you will face a case interview. Employers use case interviews because during it everything is clearly visible: how you know the industry, how you know how to search for information, what experience you have, what you are like in general.

What is a case interview

A business case is a real situation from the life of a certain company that needs to be analyzed in order to offer your own effective and preferably original way to improve the situation. Moreover, recruiters will expect you to get to the heart of the problem and find the right path as quickly and confidently as possible.

Solving cases can easily unsettle an uninitiated person. It is impossible to prepare for them in one day. I advise you to start training at least three months in advance: spend a week or two studying the theory, searching and reading books, spend another couple of weeks doing mock interviews, and then spend a month or two practicing for interviews in companies that are less interesting to you. All types of selection during which cases are used can be divided into four types.

Online tests based on cases

This is the Problem Solving Test (PST) and its analogues - a kind of correspondence case interview with answer options that allows the recruiter to assess the ability to make decisions and the ability to perceive large amounts of information.

To prepare, you should practice your calculation skills and take a couple of practice tests (on the McKinsey website you can find a document with a detailed description of the Problem Solving Test, BCG has the same example).

Brainteasers

Small problems related to non-standard calculations. For example, the classic one: how many ping-pong balls will fit into a Boeing 787. Greater accuracy is not critical here. The main thing is to demonstrate an atypical approach to solving a problem, logical reasoning, the ability to make decisions in a non-standard situation and quickly do mental math.

The same problem about Boeing and tennis balls can be solved without knowing the exact dimensions of the aircraft and the diameter of the balls. It’s enough to figure everything out well and make all the necessary calculations, and out loud, so that the interviewer can hear you reasoning: “The width of the cabin is, say, six meters, that is, the cross-section radius is three meters, and the area is 3 * 3 * 3.14 - approximately 28 meters. The length of the cabin is 60 meters, which means its volume is approximately equal to 1,700 cubic meters, or 1,700,000,000 cubic centimeters. The radius of a tennis ball is two centimeters, which means the volume is approximately 33 cubic centimeters. It turns out that the cabin can fit about 50,000,000 balls - and let's remove
15%, since there will be empty space between them. I think the answer is 38 million marbles."

You can search for brainteasers on the Internet - collections of some of them roam social networks from year to year. You also need to start training your mental counting skills. During the interview you will have to think very quickly, they may not give you a calculator, and doing calculations in a column on a piece of paper will look unprofessional. You can use any free minute for training - for example, adding up car numbers in your head when you walk down the street, or solving problems in convenient mobile applications like Elevate.

Individual cases

Cases of this type are perhaps the most difficult. Here you will have to not only think, calculate, demonstrate your knowledge of the industry and analytical skills. Sometimes the case assignment and related information are given immediately, then the candidate only needs to engage in situational analysis. In other cases, the interviewer gives only the general picture (for example, asks to tell how to increase the profitability of the retail segment of a commercial bank), and you need to find out the details using the right questions.

Mostly such cases are related to the activities of the company. But there are also those who like to give tasks on an abstract topic. The interviewer may depart from the prepared case and give an original one - for example, ask how to increase the competitiveness of the Russian army or the average score on the Unified State Exam in the region, ask to calculate the minimum required population of the country, or suggest thinking about how to reduce carbon dioxide emissions into the atmosphere.

Test cases will help you prepare for such a test. Look at examples on the websites of the companies themselves - BCG cases with their analysis can be found. For the most persistent candidates, there are special services (including paid ones) that allow you to train under the guidance of a real consultant - for example, preplounge.com.

Team case

If during the selection process for a company you are invited to an assessment center, be prepared to solve a team case. You will have to analyze the problem together with complete strangers and part-time your competitors. Moreover, they will look not so much at the quality of the decision, but at your ability to work in a team, the ability to lead it to a common decision in a difficult situation and to defend your position with arguments. You need to understand that the team does not need people who silently wait for a common decision, and upstarts who always pull the blanket over themselves.

Please note that different companies are interested in different types: in consulting they are looking for competent team players, in FMCG they are looking for people who are able to show the most creative approach and lead others.

To practice properly, you should submit your resume to as many companies that provide assessment centers as possible, even if you are not interested in working for them. In addition, you can take part in case championships, which in recent years have been held both by the companies themselves and by independent case associations - for example, the National League of Cases Changellenge.

What is a business case?

The case method was developed at Harvard in 1924, and the name Business Case itself is of Latin origin and originates from the word “casus” - a confusing and unusual case. Harvard students analyzed cases during their studies so that when starting actual work they could apply ready-made behavior patterns.

The business case method is successfully used not only in training, it is also used in testing when hiring a new employee. The candidate is presented with a specific problem situation in which the company or employee is located, or is asked questions that require analysis and specific decisions. The result of a business case is an effective solution to the problem posed, found by the test taker, or a series of analytical conclusions that he must make.

Business Case Objectives

During the interview, the applicant's mental and analytical abilities, his ability to think logically, and also to present coherently are tested. An assessment is made of stress resistance, self-confidence, and the candidate’s communication abilities under pressure are determined. The applicant's interest in solving the problem is studied. The candidate’s resistance to uncertainty or an overabundance of information is tested, and the thinking process of the future employee is also assessed.

Types of business cases

Most cases are based on real information about events that took place or organizations operating. When applying for a job, cases are usually offered, developed on the basis of data about the own company into which the applicant is hired. Sometimes fictitious companies are used, but such information is not always believable.

Depending on the task at hand, cases can be:

• company business case , when the characteristics of a particular organization are given and the task is set to analyze its activities according to any given parameters. In the process of such testing, the analytical abilities of a candidate whose position does not involve making important decisions are revealed. For example, HR specialists;
• business case of the situation . A problematic situation is proposed from which the optimal way out must be found. Moreover, the decision made must take into account all possible risks, obstacles, consequences and be justified. This case is often used when hiring a future manager, who is expected to show initiative and the ability to make decisions.

There are also special business cases in various fields of activity: marketing, management, personnel management, and so on. By the way, when doctors analyze a disease and offer ways to treat it, this is also a solution to the case.

Is the business case easy to solve?

Business cases can be offered both in the form of a role-playing game (for example, for sales managers, when the candidate plays the role of a seller, and the interviewer plays the role of a buyer), and in written or oral form. In the first case, you need to actively get involved in the game and enter the “image”. The second option involves presenting a solution to the problem either in writing or orally. As a rule, the time to solve a case is strictly limited. You should write to the essence of the issue, do not go into too much detail. And most importantly, we must not forget that the candidate is expected to make constructive proposals for solving a particular problem and justify why this particular path was chosen and not another. That is, the interviewer must make sure that you can apply your knowledge in practice, and therefore are ready to work.

How to prepare for a business case?

Almost none of the proposed problems has a 100% correct solution, and therefore you should not try to guess the correct answer; usually it simply does not exist. and at least imagine their content. Choose the most effective solution that fits the conditions stated in the case and justify your choice. It is important for the interviewer to understand your train of thought, see your ability to analyze and achieve your goals, and also make sure that you are confident in your own abilities. Here's what you should demonstrate at the interview.

If you manage to surprise and interest the interviewers with your answer and behavior, then you can consider that the job is in your pocket. And if you still don’t pass the interview, don’t despair, because you’ve gained useful experience. Of course, to pass the test successfully, you need practice. Therefore, preparation for passing business cases, that is, for analyzing ready-made tasks, plays an important role. You can find them in large quantities on the Internet.

Best regards, WorldCompanyJob team

A business case is an episode of successful implementation of tasks. Alternatively, the module can be viewed from the perspective of a task or problem that needs to be solved. There are many types of cases, but each of them should contain information about the history of the company and its position in the market, the essence of the problem that has arisen or a certain achievement. After specifying the characteristics of the question being described, the solution that is required from the listener is usually displayed. It is worth noting that in some situations there is no need to solve problems. A person must identify them independently and draw appropriate conclusions.

Business cases

History of the concept

The concept of cases first appeared in 1924 at Harvard University on the initiative of faculty members.

Having analyzed the relevance of the information they provide to students, as well as the information displayed in textbooks, and the possibility of applying the acquired knowledge in modern conditions, they came to the conclusion that the current education does not prepare good specialists who could work in their profession. To solve this problem, the teachers thought out business cases representing the current challenges of our time, which were proposed for solution by the graduates.

To create the modules, business representatives were invited to the educational institution to conduct seminars. They talked about real problems that their companies faced, and the students had to find the optimal solution. A peculiarity of the teaching method is the absence of unambiguous solutions to the assigned tasks. The students were required to find a way out of the current situation that would lead to minimal financial losses. In this simple way, students gained practical experience as part of a theoretical course.

In the second half of the twentieth century, the case method began to be introduced into the educational programs of many institutions. In the Russian Federation it began to be used only in 2000. Today, there are case clubs in the country that are focused on a specific topic and are popular with audiences of any age who want to achieve some results in life.

Case characteristics

In business practice, a case is interpreted as a description of a certain situation that requires some action, optimal options for solving problems and the result obtained from their use. The methodology is used in business school trainings, where various scenarios in which events can develop are analyzed and modeled.

All tasks that a person faces in life are conventionally divided into definite and uncertain.

The solution to a certain type of problem is known in advance. They can be described by instructions and regulations. Their category includes frequently recurring circumstances that have formed a pattern of behavior. If the situation does not fit into it, then an undefined task or case arises. To solve it, you will have to analyze the circumstances, consider several options, make choices and model patterns. This process is interpreted as case management.

The meaning of the word case in English means case, case.

Modules can be repeatable and adaptive. Solving repeatable cases is possible using a reusable template, which, depending on the circumstances, can be supplemented or changed. Adaptive practice is applied from the perspective of forming a new and improved case in the course of solving a problem, the idea of ​​which is based on previously used models.

Read also: Deposited: what does it mean?

Types of business cases

Many cases are compiled on the basis of current events that were noted during the functioning of the business entity whose activities are being considered. When applying for a job, we offer cases based on real information about the company where the applicant plans to work. The authors of the task can invent circumstances, but with this approach, the information looks implausible.

Business case structure

Cases may differ in the subject of tasks focused on a specific area of ​​application. They are relevant in marketing, management, consulting, personnel management and even in medical practice. A simple example of using a case in medicine is to analyze the symptoms of a disease, make a diagnosis and offer several treatment options.

Business cases are often written in a playful way. Their decision may be in writing or presented orally. The person solving the task must get into character in order to objectively assess the situation and determine ways to solve it. A limited time is usually allocated for solving cases, so you need to answer the question to its essence and not be distracted by unimportant details.

The respondent must explain the choice of his solution to the problem from the many existing options. His interlocutor must make sure that he is ready to work, which is due to the ability to use his theoretical knowledge in practice.

Case as learning

Successful business representatives, who brilliantly solve all the problems that await them in difficult entrepreneurial activities, can share their experience and knowledge with those who need it.

Well-formed business cases, examples and solutions of which contribute to gaining experience in solving organizational and management problems, make it possible to achieve success in entrepreneurial activity through theoretical training, in which there are no elements of practice. In a short period of time, the listener can evaluate and analyze problems that are relevant to many business representatives and ways to solve them.

Features of cases

Types of cases

The cases examine all the details of the issue in depth, so they form a holistic picture for the respondent. With their help, it is possible to transfer experience in solving problems to those people who need it for a specific purpose. The information in the module should be visualized by including elements such as tables, graphs and charts, which helps to easily convince readers of the veracity of the information provided.

The case must reflect current data, which is guaranteed to ensure their relevance. Each field of activity is developing at a rapid pace, so ideas and solutions used a year ago are becoming uninteresting today, since their use in modern conditions is impossible.

A well-written case does not raise questions in people's minds after reading it. It should take into account the specifics of the chosen niche and the needs of the target audience.

Goals

Despite the differences in cases, they are created with the same goals. With the help of training modules, it should be possible to assess students' abilities. With their help, students acquire time management skills, improve communication skills and learn to work in a team.

With its help, it is easy to prove to clients that a certain product has many advantages, and its creator is a professional in his field. Practice has proven that to increase the significance of a personal brand and the authority of a company, it is enough to analyze real situations in detail. They can be expressed in increased sales volumes, increased traffic to resources, promotion without expenses, and many other positive episodes. From this perspective, you can create an expert case.

Working with a case

Displaying implausible information in cases can cause unsuccessful advertising, which has the opposite effect. It is possible by exposing the product and identifying its shortcomings.

This material presents some successful management cases and tasks for assessing managers (cases on management skills). Including tasks for assessing sales department managers. The tasks are provided by the search for executives of the recruiting agency website. If you are interested in a wider selection of similar materials, write to us at pm@site.

1. There is an employee in your department who has gone through all stages of career development. At the moment, no one knows the specifics of the unit’s activities better than he. However, you understand that after a while he will get bored of working here. What will you offer him?

2. A specialist came to you to discuss the situation: he was offered to move to another department, he is interested in it, he sees prospects, but understands that the situation on the labor market is difficult and finding a replacement for him within even a quarter is not an easy task. What will you do?

3. After the training you provided, it became clear that one of your subordinates was unable to put the course material into practice. Find a way to tell him about it.

4. Your subordinate is an older lady, so she prefers to do many things sedately and in an orderly manner, which, in your opinion, does not always correspond to the rhythm of the company’s activities. How will you tell her about this?

Answer to the first 4 cases:

Such cases allow managers to consider in detail complex situations often encountered in management practice:
. related to the formation of motivation or management of an employee’s career (situation 1);
. related to resolving issues of retaining a specialist in the company for a long time (i.e. working with counterproposals) or for the period of searching for a replacement (situation 2);
. consisting in finding a way to transmit information and choosing a channel for data perception (situation 3);
. requiring a clear identification of the problem and the provision of feedback by the manager to subordinates (situation 4).

5. Appearance.

The secretary comes to work wearing a too short skirt and heavy makeup. You understand that the subordinate's appearance does not comply with the company dress code. What are your actions?

Answer: Desired answer options: “I will make an oral remark,” “I will ask you to re-read the requirements for the dress code in the company.” After answering the first question, you can ask the following: “What will you do if your subordinate does not respond to your remark?” Desired response options: “I will reprimand”, “I will apply disciplinary action.” But the answer “I’ll complain to higher management” should be alarming; it may indicate a lack of management and communication skills.”

6. Delegation of powers.

We invite you to consider an example of a case, with the help of which you will evaluate a manager’s ability to delegate authority, skill in organizing work, and ability to rationally use working time.

Fable. The head of the design department went on maternity leave. Victoria D was appointed in her place. Her responsibilities, among others, included checking reports and calculations of department employees. In addition, every month she had to submit a statement for the payment of bonuses. By nature, Victoria was very responsible and scrupulous. She carefully checked all reports and calculations of employees to the point. And even knowing that some of them do not make mistakes, I still studied all the data in detail. This took a lot of time, she did not have time to complete other duties and often stayed late. The leading specialist suggested that she give some of the reports to him for verification, and the calculations and drawings to the chief engineer. But Victoria did not agree. As a result, several times in a row she did not draw up a statement and the employees did not receive a bonus, which worsened the atmosphere in the team.

Exercise. Are such scrupulous checks of employee performance necessary? How to properly organize Victoria’s work in the department?

7. Teamwork.

An example of a case that will help you evaluate the skill of interaction in a team and conflict-free communication, as well as the ability to discuss the problem that has arisen.

Case “Annoying newcomer”

Fable. A new employee, Irina M., came to the personnel department. The head of the department introduced her to her colleagues, gave her a tour of the office, showed her where to get sample documents, and set tasks for the week. After some time, the girl turned to department employee Yulia D. for help, who explained to her all the nuances in detail. A few hours later, Irina again asked about what Yulia had already told her in detail. But, despite this, Yulia calmly repeated everything that had been said and once again explained where to get the necessary documents. A few days later, requests to clarify something were repeated, and then it got to the point that Irina began to tug at Yulia on any very insignificant issue. One day, Yulia could not stand it and was rude to a new employee, and Irina complained to her manager that she was not helping her adapt.

Exercise. What should a leader do in such a situation? What should Yulia have done when Irina began to pester her with constant questions?

Interpretation of answers to the case “Annoying newcomer”

8. Focus on career growth.

A case option with which you can assess whether an employee is focused on career growth, his readiness to perform more complex work if circumstances require, his ability to take responsibility and diligence.

Case “Earn a Promotion”

Fable. Olga F. has worked in the marketing department for several years. Recently she began to feel that her job dissatisfaction was increasing and that she was ready to take on more complex work. She realized that she could very well take a higher position, and turned to her manager with a request to consider the possibility of promoting her. The boss invited her to perform the work of a leading specialist along with her duties for three months. Her salary will remain the same, but she will receive a bonus based on her performance. After three months, a decision will be made on her promotion.

Interpretation of answers to the case “Deserve a Promotion”

9. Honesty.

And this case will help you evaluate such personal qualities as financial integrity, honesty, and lack of tendency to kickbacks.

Case “Personal reward”

Fable. Inna is the head of the secretariat of a large holding company. Among other responsibilities, she was looking for suppliers to support the life of the office. The head of the company was not satisfied with the previous supplier of office supplies and asked Inna to find an optimal replacement. She studied the needs of the departments and approved the budget. Based on demand and allocated funds, I chose two companies - “P...” and “K..”. They had a similar range and comparable prices. The organization “P...” offered Inna a personal reward. In the end, she chose this company. After the first delivery, she conducted a survey which showed that all departments were satisfied with the quality of the office supplies. A few months later she placed an order again. But this time the quality was worse. The dissatisfaction reached the manager. Inna was reprimanded and asked to change supplier. She found herself in a difficult situation, since she had already taken a reward for the third order.

Interpretation of answers to the case “Personal reward”

10. Communication skills.

To identify communication skills in the process of team management, the following competencies are assessed:
- self-confidence, ability to independently solve work problems;
- ability to show flexibility and avoid unnecessary conflicts;
- the ability to make rational decisions and act in an unusual, stressful situation.
Case (management skills):
The head of a small company asked the HR manager to hire the daughter of a very important partner for the company. The partner’s daughter had not worked anywhere for many years and wanted to be more around people. She didn’t show any ambitions for a career in the company. The main goal was to make the girl feel in demand. The HR manager did not propose her candidacy for line divisions and accepted the girl for the position of HR specialist. She was asked to master the simplest functions and perform them to the best of her ability. As a result, the main, highest-quality skills that she acquired during adaptation were: receiving incoming documents, entering an account, and filing corporate documentation into folders. Within a few months everyone was happy and the work went on as usual. Six months later, the position of leading document management specialist became available. While they were deciding to find a person from outside or choose from among their own, the director called the head of the personnel department with a proposal to promote the partner’s recently hired daughter, at his request. Knowing that there were employees in the department who were more suitable for the position of leading specialist, the HR manager could not give this position to a new employee, but she also could not put the general director in an awkward position in front of her partner.

Questions:
What do you think the head of the HR department should do in this situation?
Could this problem have been avoided?
How will the promotion of a partner’s daughter affect the team if the CEO insists on this decision and the head of the personnel department has to carry out this order?
Case assignment: Offer your options for solving the problem.

Answer options

1. The applicant takes the side of the general director and explains this by the fact that in companies, anyway, everyone below the head of the company does not decide anything. As the management says, that’s what everyone does. There was no way to avoid this situation.

2. The applicant is of the opinion that it would be fair to think about those who have been working in the team for a long time and offer the partner’s daughter an alternative solution. For example, he suggests that someone from the team can be promoted, and she (the daughter) be placed not in the place of a leading specialist, but in the place of a simple specialist who has been transferred. It was hardly possible to avoid it, since it is impossible to predict how events will develop.

3. The applicant assumes that the basis for refusal may be selection policy norms prohibiting the employment of relatives of the founders or partners of the company. But now that the head of the department has already faced this problem, she needs to make a decision taking into account all parties and promote someone from the more qualified ones, and offer her partner’s daughter something else. Otherwise, a decision in favor of only one side can ruin the relationship between the team and the manager.

After the answers are formulated, you need to interpret them and draw conclusions about how well they correspond to expectations.

Tasks are provided for the assessment of managers, including assessment of sales department managers by the direction of searching for managers of a recruiting agency website..

Description: The group is given information in the form of facts based on the actual situation and asked to discuss problems, analyze issues and make recommendations. The case teaches you how to make decisions or practice a new skill based on the analysis of input information. The case is created by the trainer in advance based on information received during the preparation of the training. You can also use ready-made cases. Or adapt a ready-made case to the needs of the training.

Impact on group dynamics:

Increases: incomprehensible instructions, the presence of the correct answer and searching for it, “pushed” by time,” comparison with others, incorrectly chosen time for the case (when there is no leader), the topic is distant or not clear, a sensitive topic, little time, lack of information.

Reduces: familiar topic, hints, jokes, removing boundaries, multiple solutions.

Number of participants: group of no more than 10 people

How to create a case during a training with the help of participants?

The group is divided into subgroups of 5–10 people.

Step 1 – The group is given a task

Assignment: Describe an incident from your experience regarding this topic. ( For example: a month ago, in our department, such a situation happened...")

Case requirements:

• must be based on a real situation
• the task (problem) around which the analysis is built is clearly defined. For example, the topic: “Methods of non-material motivation of personnel

The case must contain the following items:

• places, positions and roles of the main characters. For example: director, employee, etc.
• a brief description - only facts - of the main stages in the development of events and the actions of the characters. For example: “You are the new development director at the company. The company is entering a new market, you have been given a task...The employees react like this”

Step 2 – Groups change descriptions of situations

Assignment: Think over a solution to this situation, write options for solving this situation and justify the chosen actions.

Step 3 - Presentation of solutions and evaluation of solutions by group

So the group that created the case gives feedback on the proposed solution.

Once, I conducted a training “Creativity in Business” for the Ingosstrakh company. And there I used the case method. Try to solve it too, but without this “Google help”.

Can you solve the case in 1 minute?

So, the case is called “Gallery Lafayette”, and it is based on real events.
At the initial stage of the development of her business, the young entrepreneur did not have enough funds for traditional methods of promoting goods to the market; she took a creative approach to solving problems and achieved her goal in very cheap ways. One day she came to conquer Europe, and the manager of the Parisian Galeries Lafayette refused to buy her products - new perfumes. But she never gave up. When our heroine wanted something, she was very creative in trying to get her way. The woman still found a way to prove to the manager in 5 minutes that her perfume could take its rightful place in the prestigious Lafayette gallery.
What did the woman do? What are your options?

And this is what it did. The lady suddenly opened her purse, took out a large bottle with some yellowish liquid and slammed it onto the floor. After just a few minutes, she couldn’t fight off the questions: “Yes, this is my new perfume,” she repeated, beaming with a smile. “This is Youth Dew, and my name is Estee Lauder.” You've never heard my name"

Examples of cases for training inEmployee management (motivation, mentoring)

Example of a sales case “Customer Profile”

Case No. 1 “Developing ways to influence an employee”

Based on the analysis of the situation, analyze the reasons for the change in Yu. Malevin’s behavior. Develop ways to influence Malevin to change his behavior. Fill out the table “Assessing the causes of behavior”

Description of the situation:

Yu. Malevin has been working at Tri Kita LLC since 2009 as a refrigeration equipment technician. During his work, he was noted three times for the high quality of his work and was regularly paid bonuses at the end of the year. However, over the past year, Yuri Malevin’s relations with his colleagues have become strained. He had never been particularly talkative, but now he demanded that his colleagues stay away from his workplace. Yu. Malevin made it clear that his tools were disappearing and he wanted to protect his workplace. The quality of his work has also deteriorated. About a year ago, the devices he produced were assessed as completely defect-free products. Currently, during random inspection, it turned out that his products require rework in three cases out of a hundred. Thus, the defect rate in his work increased from zero to 3%. Among his colleagues, defects do not exceed 1.5%.

Yu. Malevin's behavior caused concern among the division's leaders. A good worker turned into an average one. What could have caused the change in Yu. Malevin’s behavior?

Using table 2. Select possible reasons for behavior change from the list, rate them on a 7-point scale and comment on your ratings.

Table 2. Assessment of reasons for behavior

Comment on each of your ratings.

What can a manager do? Fill out the table. 3

Table 3. Interventions for behavior change

Source: “Organizational Behavior” by G. R. Latifullin

Case No. 2 “Employee selection”

Description of the situation: You are the Manager of five gas stations of the Lesnoy Gorod company in the city of N. One of your gas stations is Green Cedar. It has the maximum cross-country ability among your other gas stations. In this regard, the workload on staff is quite large. If your gas station attendants are still retained because they receive good tips in total, then your cashier turnover is quite high. So you are faced with the task of searching and evaluating a candidate for the position of cashier, since you do not have enough of them. The situation is further complicated by the fact that the Green Cedar gas station has a mini-market with an open display, so the cashiers have a lot of tasks, and they do not receive tips. In addition, the functionality of cashiers is wider than in other fuel companies, so it can be difficult to find a good candidate.

The functional responsibilities of cashiers of the Lesnoy Gorod company include:

• Customer service at the checkout;
• Acceptance of goods;
• Control of expiration dates of goods;
• Participation in the inventory of goods;
• Execution of sales plan for promotional products;
• Cleaning the premises (floors, shelves, toilets, etc.)

Working conditions: schedule 2/2 month per day from 9 to 21, month per night from 21 to 9 (by
agreements with the gas station manager are possible only during the day or only at night). It is more convenient for you as a manager if the cashier can go out both during the day and at night.

Task: Please think and write a profile of a candidate for the vacancy of a cashier at the Green Cedar gas station in the Lesnoy Gorod company. What characteristics and competencies (knowledge, skills, personality traits) should he have in order to successfully work as a cashier at your gas station?

Case No. 3 “Retail store”

Description of the situation: Seller Petrova A.K. has been working in the department for one year. During her work, she managed to sufficiently master the department’s assortment and establish friendly relations with the team of employees. Calm and balanced in character. He takes his work responsibly and shows a desire to work in the store. However, he does not show initiative in communicating with customers. She responds to questions and requests for help in choosing a product, is friendly, but tries to reduce this communication to a minimum. He is more enthusiastic about arranging goods, maintaining cleanliness and order in the sales area, and therefore potential buyers are often ignored by the seller and leave.

Exercise: think over and compose a motivational conversation with employee Petrova A.K. to take initiative in communicating with customers.

Case No. 4 “Pharmacy”.

Description of the situation: Pharmacist Vasilyeva N.N. has been working in a pharmacy for a long time. She is well versed in the assortment and is active in communicating with customers. Most often he takes the position of “adviser”. He has his own idea about which drugs are preferable for children, insists on his opinion, and evaluates the buyer’s choice.

Exercise: think over and draw up a motivational conversation with employee N.N. Vasilyeva. to implement its main function - to sell goods based on customer requests.

Case No. 5 “New employee”

Seller Ilyina M.K., 19 years old. At the company on a probationary period. What I like about my job is the opportunity to communicate with people, I am interested in gaining experience as a salesperson, and I am proactive in working with customers.

Systematically violates the requirements for the seller's appearance (youth style, exposed parts of the body), citing the fact that he does not have the funds to update his wardrobe, citing a low salary.

Exercise: think over and compose a motivational conversation with employee Ilyina M.K. for compliance with appearance standards. Cases for sales training can be

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