Hướng dẫn phỏng vấn sales

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Question (non sales): “Tell me about a time when you were successful in convincing someone to agree to do something” (Không ph i v trí bán hàng): Kể một câu chuyện mà bạn thành công trong việc thuyết phục một ai đó làm một chuyện gì đó. (sales): “Tell me about a time when you were successful in winning a difficult sale” (Vị trí bán hàng): Kể một câu chuyện mà bạn bán hàng khó khăn nhất mà bạn đã thành công.

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Nội dung Text: Hướng dẫn phỏng vấn sales

THMILK JOINT STOCK COMPANY INTERVIEW & SELECTION MATRIX June 2010
TIEU CHUAN CHON LUA NHAN VIEN BAN HANG Candidate’s Name: Date of Interview: Interviewer’s Names: Question: “Tell me about a time when you used your knowledge and understanding to help achieve something in the …. industry” Ke cho toi nghe mot cau chuyen ma ban da dung kien thuc va su hieu biet cua minh trong mot nganh … de dat duoc mot chuyen .. ma ban muon. KNOW THE BUSINESS: The ability to demonstrate some awareness of the beverage Industry, it’s markets and the people who work within it. Hiểu biết nhất định về thị trường ngành NGK, những con người trong ngành. Level 1 – Demonstrates interest – Chung to duoc su quan tam Level 2 - Keeps up to date on industry developments – Co cap nhat kien thuc moi Level 3 – Applies knowledge of industry trends – Co ung dung tien bo cua nganh Level 4 – Applies knowledge from other areas – Van dung kien thuc tu nganh khac Positive Evidence Negative Evidence Level Rating
-Question: “Tell me about a time when you worked hard to achieve something, - such as a -challenging goal” Ke cho toi nghe 1 cau chuyen ma ban da lam viec cat lucde dat duoc muc tieu vi du nhu mot muc tieu day thach thuc PASSION FOR RESULTS: A high level of motivation to achieve challenging objectives and Demonstration of energy and actions to achieve goals Level 1 – Wants to succeed – Muon thanh cong Level 2 – Takes actions to achieve goals set by others – Hanh dong de dat duoc muc tieu Level 3 – Takes actions to exceed set goals – Hanh dong de vuot qua muc tieu Level 4 – Takes actions to be the best – hanh dong de tro thanh thanh tot nhat Positive Evidence Negative Evidence Level Rating N.B. The level is 3. Evidence would suggest that consistent achievement of at least Level 3 would indicate a superior, top-performer.
TIÊU CHUẨN CHỌN LỰA NHÂN VIÊN PHÒNG BÁN HÀNG Question: “Tell me about a sensitive situation where you had to understand how someone was really thinking and feeling, and how you responded” Kể một tình huống nhạy cảm mà bạn phải hiểu được một người nào đó thực sự nghĩ gì, và bạn đã hành xử như thế nào. INTERPERSONAL SENSITIVITY: The ability to ‘read’ people and respond accordingly. This includes cultural sensitivity. Khả năng “đọc” được ngờưi khác và hành động thích hợp. Điều này đòi hỏi tính nhạy cảm trong văn hoá giao tiếp. Level 1 – Follows Rules of Good Behaviour –Tuan thu nguyen tac dac nhan tam Level 2 – Absorbs information about people – Thu nhan duoc thong tin cua nguoi khac Level 3 – Interprets unspoken messages – Dich duoc nhung ngon ngu khong loi Level 4 – Responds appropriately in unusual interactions – Ung xu bang nhung dong tac thich hop Positive Evidence Negative Evidence Level Rating
Question: “Tell me about a time when you worked hard to achieve something through Planning and preparation Kể một trường hợp mà bạn đã phải làm việc cật lực để đạt được một điều gì đó thông qua việc chuẩn bị và lên kế hoạch. GETTING IT RIGHT: The ability to ‘Get it right’ first time through careful planning, Anticipation of future possibilities and attention to detail Khả năng “Làm đúng” ngay tùu đầu thông qua việc lên kế hoạch cẩn thận, lường trước những tình húong trong tương lai và chú ý đén những chi tiết. Level 1 – Follows procedures – Tuân theo qui trình. Level 2 – Solves problems - Giải quyết kho khăn Level 3 - Plans with care – Lên ké hoạch cẩn thận Level 4 – Prepares Business Plans - Lập Bảng Kế hoạch kinh doanh. Positive Evidence Negative Evidence Level Rating
TIEU CHUAN CHON LUA NHAN VIEN PHONG BAN HANG Question (non sales): “Tell me about a time when you were successful in convincing someone to agree to do something” (Không phải vị trí bán hàng): Kể một câu chuyện mà bạn thành công trong việc thuyết phục một ai đó làm một chuyện gì đó. (sales): “Tell me about a time when you were successful in winning a difficult sale” (Vị trí bán hàng): Kể một câu chuyện mà bạn bán hàng khó khăn nhất mà bạn đã thành công. WINNING AGREEMENT: The ability to take action to persuade and influence others to gain agreement. Khả Năng hành động để thuyết phục một ai đó và ảnh hưởng đến nhừng người khác để đạt được thoả thuận. Level 1 - Tries to create a good impression - Cố gắng tạo ra ấn tượng tốt. Level 2 – Uses logic and facts – Dùng lý luận hợp lý và sôư liệu thực tế. Level 3 – Adapts approach – Dùng nhiều cách tiếp cận khác nhau. Level 4 - Develops a plan to influence – Dựng một kế hoạch để tạo ảnh hưởng. Positive Evidence Negative Evidence Level Rating
Question: “Tell me about a time when you had to lead or work as part of a team to achieve a challenging objectives” TEAMWORK: The ability and willingness to work well with others as part a team to achieve valued outcomes. Level 1 – Helps when asked Level 2 – Participates effectively Level 3 – Proactively involves others Level 4 – Optimises team performance Positive Evidence Negative Evidence Level Rating
CATERPLAN/FOODSERVICE SELECTION MATRIX Question: “Tell me about a time when you had to be persistent” KEEPING GOING: The ability to persist in the face of difficulty to ensure the achievement of desired results. Level 1 - Is optimistic Level 2 - Persists in the face difficulty Level 3 - Uses multiple approaches to overcome immediate obstacles Level 4 - Uses multiple approaches to overcome long-term obstacles Positive Evidence Negative Evidence Level Rating Question: “Can you tell me about a time when your confidence was tested” SELF CONFIDENCE: The ability to present a confident image, assert ones ideas and take action in the face of difficulty Level 1 – Presents a confident image Level 2 – Expresses own point of view Level 3 – Deals with difficulty Level 4 – Faces threats Positive Evidence Negative Evidence Level Rating
Knowing the Business The ability to demonstrate some awareness of the food industry, its markets, and the people who work within it. Lower levels of the scale involve a keenness to learn about the industry. This progresses through a deeper understanding of the industry, through to the application of knowledge from beyond the industry. Levels: 1. Demonstrates interests. Shows a curiosity and willingness to learn about the catering / hospitality / food business. Demonstrates some understanding of the business. 2. Keeps up-to-date on developments. Stays current with developments in the industry, new products, tools and technologies. Demonstrates this understanding in interactions with the client. 3. Applies knowledge of industry trends. Stays current with trends in the industry or market, understands the implications for the customer’s business, and applies in achieving sales. 4. Applies knowledge from other areas. Takes knowledge from other areas, beyond own area of expertise, and applies to achieve a successful sale Probing question: Tell me about a time when you used your knowledge and understanding to help achieve something in the catering industry.
Passion for Results A high level of motivation to achieve challenging objectives and demonstration of energy and actions to achieve these goals. Higher levels of the scale involve greater flexibility, unique rather than standard approaches, and are more strategic. Levels: 1. Wants to succeed. Demonstrates energy and enthusiasm and a strong desire to be successful. Sees the achievement of goals as essential to feeling good about self. Values success. 2. Takes action to achieve goals set by others., Understands goals and targets set by others. Figures out how to achieve these goals and then works hard to deliver. 3. Takes action to exceed set goals. Demonstrates a strong need to meet and then beat goals set by others. Adds additional stretching goals for self that exceed requirements and takes action to produce the results. 4. Takes action to be the best. Wants to be the absolute best. Takes actions designed to meet and beat targets and to be better than everyone else. Works hard to be the best and wants others to acknowledge own success. Probing question: Tell me about a time when you worked hard to achieve a challenging goal.
Interpersonal Sensitivity The ability to correctly “read” other people and respond appropriately. This includes cultural sensitivity. Higher levels of the scale involve greater subtlety, longer time span and reading signals which are “hidden” Levels: 1. Follows Rules of Good Behaviour. Acts in socially and culturally acceptable manner, including expected rules of courtesy, consideration for others and politeness. 2. Absorbs information about people. Listens to and understands what people are saying. Makes observations about people, their situation and their background and responds accordingly. 3. Interprets unspoken messages. Watches and listens carefully so as to understand what someone is thinking or feeling, but not saying. Correctly interprets the person’s feelings, intentions etc. and responds appropriately. 4. Responds appropriately in unusual interactions. In stressful or unusual interactions with others, correctly interprets other peoples’ emotions and issues, and responds appropriately to resolve the situation. Probing question: Tell me about a sensitive situation where you had to undestand how someone was really thinking and feeling, and how you responded.
Getting it Right The ability to “get it right” first time through careful planning, anticipation of future possibilities and attention to detail. Lower levels of the scale invoice ‘here and now’ attention to detail. As the scale progresses, the concern to be prepared and detailed planfulness occurs over a greater span of time and anticipates the future to a greater extent. Levels: 1. Follows procedures. Carefully checks work, and executes tasks according to procedures. 2. Solves problems. Solves problems with care, accuracy and attention to detail. 3. Plans with care. Anticipates opportunities or obstacles in a situation, and is fully prepared to effectively deal with issues that may emerge. 4. Prepares business plans. Prepares thorough and detailed business level plans in order to ensure objectives are achieved. These involve anticipation of future trends and planning to take advantage of opportunities. The plans are likely to written down. Probing question: Tell me about a time when you were able to achieve something through planning and preparation.
Winning Agreement The ability to take action to persuade and influence others to gain agreement. Higher levels of the scale involve greater flexibility, unique rather than standard approaches, and are more strategic. Levels: 1. Tries to create a good impression . Thinks about the effect he or she is having on others. Tries to act so that others have a good impression of him or her. 2. Uses logic and facts. Persuades other people through logical, factual and clear communication. May tend to use this approach In most situations. 3. Adapts approach. Uses different persuasive approaches for different people, based on understanding of what will appeal to them. Changes approach based on situation. 4. Develops a plan to influence. Thinks through, prepares and implements a detailed plan to win another person’s agreement. Typically the plan involves a number of steps, using experts or third parties to influence, and may include taking unusual actions. Probing question: (non sales) Tell me about a time when you were successful in convincing someone to agree to do something. (sales) Tell me about a time when were successful in winning a difficult sale.
Teamwork The ability and willingness to work well with others as a part of a team to achieve valued outcomes. The scale involves a progression from responding to requests for assistance, through effective participation, to building and optimizing the team Levels: 1. Helps when asked. Willingly helps others when asked. Interrupts own work to help someone else achieve their objectives. 2. Participates effectively. Works well as a team member. Willingly helps team by aligning own objectives with team goals, sharing information, fulfilling obligations and providing feedback. 3. Proactively involves others. Seeks out other people to work together to produce effective solutions. Involves others such as colleagues. From other departments where necessary for the benefit of the results. 4. Optimises team performance. Takes action to create the best environment for the team: for example by resolving conflicts, seeking out required resources, ensuring other team members have what they need. Probing question: Tell me about a time where you had to lead or work as Part of a team to achieve a challenging objective.
Self Confidence The ability to present a confident image, assert ones ideas and take action in the face of difficulty Progression through the scale involves going from being able to project a confident image to presenting ideas and views in increasingly difficult and threatening situations. Levels: 1. Presents a confident image. Presents self well. Projects an image of self confidence and self assurance that creates credibility in the situation. For example; interacts confidently with respect to the cultural norms of the location. 2. Expresses own point of view. Forms own opinion and willingly shares with others. Demonstrates confidence in own ideas. 3. Deals with difficulty. Deals confidently with difficult situations. Maintains self confidence in the face of initial failure. 4. Faces threats. Deals confidently with potentially threatening situations e.g. opposition from senior individuals, going against status quo, pushing forward in the face of significant risk Probing question: Tell me about a time when your confidence was tested.
Keeping Going The ability to persist in the face of difficulty to ensure the achievement of desired results. As this scale progresses, the themes are obstacles of a longer term nature, and greater flexibility of response. Levels: 1. Is Optimistic. Shows a positive, can-do attitude. Believes that challenging goals can be attained and believes that any difficulties will be overcome. 2. Persists in the Face of Difficulty. Does not give up in the face of immediate obstacles. Maintains energy and keeps trying, but trends not to modify initial approach. 3. Uses Multiple Approaches to Overcome Immediate Obstacles. Responds flexibly to immediate obstacles. Tries different approaches to overcome immediate problems and persists with efforts until an effective approach is found. 4. Uses Multiple Approaches to Overcome Long-term Obstacles. Responds flexibly to longer-term obstacles. Tries different approaches to overcome obstacles to longer-term objectives and persists with efforts until an effective approach is found. Probing question: Tell me about a time when you had to be persistent
Self Assessment Form Competencies Self Level Manager Level 1 2 3 4 1 2 3 4 1. Knowing the Business 2. Passion for Results 3. Getting it Right 4. Self Confidence 5. Keeping Going 6. Winning Agreement 7. Interpersonal Sensitivity 8. Teamwork
Video Assessment Form Competencies Level 1 Level 2 Level 3 Level 4 Remarks 1. Knowing the Business 2. Passion for Results 3. Getting it Right 4. Self Confidence 5. Keeping Going 6. Winning Agreement 7. Interpersonal Sensitivity 8. Teamwork
Video Assessment Form Competencies Level 1 Level 2 Level 3 Level 4 Remarks 1. Knowing the Business 2. Passion for Results 3. Getting it Right 4. Self Confidence 5. Keeping Going 6. Winning Agreement 7. Interpersonal Sensitivity 8. Teamwork 9. Directness 10. Developing Others 11. Team Leadership