Tài liệu Hướng dẫn phỏng vấn sales docx

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 ….. KNOW THE BUS

TH-MILK 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

-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

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

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

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

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

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

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

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

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

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.

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

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

Self Assessment Form

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

1 Knowing the Business

2 Passion for Results

3 Getting it Right

4 Self Confidence

Video Assessment Form

Competencies

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