RECRUITING TOOLKIT - Zendesk€¦ · 4 RECRUITING TOOLKIT : PART ONE - RECRUITING GUIDE Triggers...

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A RECRUITING & INTERVIEWING GUIDE TO BUILDING AN EFFECTIVE WORKFORCE RECRUITING TOOLKIT

Transcript of RECRUITING TOOLKIT - Zendesk€¦ · 4 RECRUITING TOOLKIT : PART ONE - RECRUITING GUIDE Triggers...

Page 1: RECRUITING TOOLKIT - Zendesk€¦ · 4 RECRUITING TOOLKIT : PART ONE - RECRUITING GUIDE Triggers may be: • Sales in your store are gradually increasing and your team is struggling

A RECRUITING & INTERVIEWING GUIDE TO BUILDING AN EFFECTIVE WORKFORCE

RECRUITING TOOLKIT

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Recruiting Toolkit Overview …………………03

Recruiting & Employment ……………………03

PART 1

RECRUITING GUIDE .................... 03

Hiring & Employment …………...............03

Networking/Sourcing Applicants …….…..05

Recruiting……………………………….....08

Hiring Process Guidelines ………………..09

Application Process ……………………...12

Flexible Workforce ………………………..13

Job Description ........................................14

Documents for Use..........................…....21

PART 2

INTERVIEW GUIDE ……………………………24

Overview of Guide …………………………………24

Legally Permitted Questions ……………………….25

Phone Screenings …..............................................27

In-Person Interview...............................................29

Opening & Closing Interview Questions ………...30

Interview Guide - Management Positions ......…...31 a. PANDORA b. Talent c. Brand d. Operations

Interview Guide - Sales Associate ……………......38

Group Interview Questions …………....................43

Candidate Evaluation Forms …………..................45

CONTENTS

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PART ONE - RECRUITING GUIDE

The purpose of this toolkit is to provide you with the necessary tools to hire the right people in your store in an effective manner.

Having the right people in your store is important in so many ways, it affects:

This toolkit will provide you with the tools to successfully source candidates, interview candidates and select the best employees for your store.

HIRING NEEDS & EMPLOYMENT In PANDORA stores it is necessary to have inspired, talented and motivated employees who feel they belong to a special team. We believe our best talent will be candidates who not only love our products, but take pride in providing every guest with a best in class guest experience. The Store Manager is responsible for selecting competent sales associates to work in the store, and for training the employee on the PANDORA way of selling.

Determining Hiring NeedsWhen determining hiring needs, consider the following: • Do you have enough hours to service the expected number of guests? • Are there campaigns or events planned? • Are there special activities that need to be taken into account? • Does your current team have the right availability? • Are your full time employees able to use his/her vacation days? • What is your average weekly budget and are you on track? • How many weekly payroll hours do you have? Have you looked at prior year? • Have you recently had turnover? • What is your current employee census?

When to Recruit People are our most important asset. They hold the key to our success, or our failure. Finding the right candidate, for the right job, in the right time, with the right introduction and training is essential. It can also mean the difference between profit and loss in your business.

A lot of time and money are invested not only in the recruitment of your people, but also in their training and development. This money can be well spent, or wasted, depending on how much attention is given to finding the right candidate and developing them. Consider not only what it will cost the company to recruit, but also what it will cost you in lost sales not to recruit.

Running short on staff may cost you a lot of money in lost sales and disappointed guests. It is imperative to monitor your recruitment needs on an ongoing basis and know the triggers that indicate a future need. The best plan of action is one that takes place before the consumer experience has been negatively impacted.

• Company culture • Morale• Absenteeism • Turnover• Operational efficiency • Gross sales• Profitability • And most importantly the guest experience

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Triggers may be: • Sales in your store are gradually increasing and your team is struggling to keep up • Your traffic is gradually increasing and your store is struggling to keep up • You anticipate seasonal fluctuations in sales and traffic (holiday, campaign, planned vacations) • Your sales have plateaued (performance limit reached of current team) • Promotion or demotion of a team member • Resignations or changes in staff availability • Current team is showing signs of poor performance or motivation • Weekly sales and KPI reports

Steps for RecruitmentThese steps will give you a quick and realistic view of how much time you will need to spend on the recruitment process. It may take longer than you think to find the right talent to hire. Always keep that in mind when thinking about your needs before an event or holiday.

1 – Work with HR to post a position and start sourcing 2 – Start screening applicants3 – Phone interviews and scheduling of in-person interviews4 – Conduct in-person interviews 5 – Make offers and complete pre-employment screening 6 – Plan employee start date and complete new hire paperwork 7 – Employee starts working with PANDORA

You can use these steps to give you a realistic start day for new team members. Planning out these steps can assist you in hiring the right talent for your store. Throughout the entire recruitment process, always treat candidates the way you would treat a guest.

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NETWORKING/SOURCING APPLICANTS

The most successful retailers are always on the lookout for top talent. It is the leadership teams’ responsibility to build a bench of applicants. Each Store Manager, in partnership with their leadership team, should be referring 1 applicant per week so that there will be a pool of applicants to call when you have an open position.

What is networking?Networking is the ongoing process of: • Meeting new people and building relationships • Attending mall meetings and getting to know the other managers in your center • Marketing PANDORA through community outreach • Staying in touch with the pool of contacts in which you’ve connected • Making contact with people who have been referred to you from your current associates or others

Why is networking important?Networking allows us to proactively build a pool of candidates to tap into when hiring needs arise.

Networking techniques

Internal networkingInternal networking is a way to generate names of possible candidates and to build our talent pool by tapping into our best resource- our current associates!

Benefits of Internal Networking: • Saves us time by allowing us to network within our stores • Allows us to tap into several internal resources: our former associates, other store managers, and our guests • Our current sales and guest focused associates understand what it takes to be successful at PANDORA and they are a

great resource for referring new team members • Staying connected with previous colleagues is a great way to let them know about potential opportunities that would

allow them to continue to grow their careers with PANDORA

Warm callingWhat is warm calling? Reaching out to contacts in your network in which you’ve established an initial relationship with to discuss future and current opportunities, possible contacts, and to gauge their level of interest in PANDORA.

Benefits of Warm Calling:

• It is easier to reach out to people in which you already have a relationship • It is easier to reach out to people when you share someone in common • Contacts are more receptive to speak with you because of the relationship you have developed • Contacts are more open to share their network with you because they have come to know you and PANDORA.

Networking Suggestions: • Friends • Guests • Local universities • Local shopping centers • Previous supervisors • Previous colleagues • Co-workers

• Internal Networking • Knowing Your Market• Warm Calling • Reference Networking

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Mall RecruitmentWalk the Mall and hand out business cards to relevant people you meet. Did you receive great service somewhere? Give them your business card and ask them to meet with you!

Share applicants with other retailers. Some applicants who are not a good fit for other retailers just might be perfect for you. Talk to the other retailers in your area and establish a system of information exchange that will be mutually beneficial.

Reference networkingWhen conducting a reference check on a candidate, keep in mind that the person you are speaking with might be interested in learning about opportunities with PANDORA.

How to gauge the possible interest from someone you are speaking with: • “You mentioned that you would love to work with [name] again. I am working on an opportunity in her/his store and was

wondering if you would be interested in learning more about it?”

• “I have really enjoyed speaking with you today and was wondering if you might consider opportunities with PANDORA?”

• “I really enjoyed speaking with you today. You shared some great information about how you really saw [name] grow under your leadership. We have a lot of future growth happening here at PANDORA. Would you mind if I stayed in contact with you to do some networking?”

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RECRUITMENTPosting the positionsWe have provided you with new “JOIN OUR TEAM” cards that you can use for outreach in your store’s market area.

Suggested Outreach: • Local colleges, universities, and career placement centers • Mall office website or job placement and/or customer service desk • Community bulletins and coffee shops • Apartment complex announcement boards • Fitness centers • Daycare centers • Social media

You will partner with Human Resources to have your positions posted on the PANDORA website and/or job posting site.

Social Media Social media can help you find passive talent. A passive candidate is someone who is being considered for a position but is not actively searching for a job. A posting on social media could peak interest even when a potential applicant may be content in their current role. You can use social media to advertise your open positions, as well as promoting your business. Other areas to post positions: • Facebook • LinkedIn • Instagram

Check with Marketing or Human Resources for the most up to date approved social media posting

Screening ApplicantsScheduling time to make calls is the best approach. A one hour block of time is a good amount to allow for making warm calls. You will find that you tend to get on a “roll” when you are uninterrupted. You will also find you will begin to gain a greater confidence level with each call you make.

Contact: • The people in your Candidate Contact Log • Applications you have on file from potential candidates • Review and select qualified applicants forwarded by HR

When to Call: • Before the mall opens • Later in the day when traffic is typically slower in the mall • Outside of peak business hours

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HIRING PROCESS GUIDELINES FOR SALES ASSOCIATE

Posting RequestsDISTRICT MANAGER (DM) will communicate to HR GENERALIST (HRG) during weekly touch base call all open positions that need to be posted. HRG will review Store Census to ensure that the position is open/vacant. If new positions open between “touch base” calls, the DM will call or email HRG to communicate the need. The STORE MANAGER (SM) can also submit a ticket via HR Service Portal requesting that a position be posted. The DM should communicate to the HRG their plan to fill the open position.

Job PostingPositions will be posted within 24 hours of receiving position request. Positions may be posted internally and/or externally on other employment websites.

Interview Process • HRG will forward resumes to the SM and the DM

• HRG will adjust advertising/posting strategy if initial strategy is not producing desired results

• DM will follow up on resumes sent to SM.

• DM will maintain communication with SM to ensure quality of resumes is up to par and SM is scheduling appropriate amount of interviews

• SM will review resumes , conduct phone screens and schedule in person interviews for eligible candidates o Have candidate(s) complete application o SM to complete 1st interview with Applicant and complete the Interview Evaluation Form o ASSISTANT MANAGER (ASM) or Sales Lead (SL) to complete 2nd interview with the candidate and complete the

Interview Evaluation Form o SM to debrief with ASM or SL

Job Offer Process • SM will come to a decision on a final candidate and make necessary turn down calls/emails to candidates that

were not selected

• SM will ensure that the compensation is within the Store Compensation Guidelines

• SM will forward New Hire Start Form to HR to conduct necessary background checks (drug screen and background if FT associate) through HR Service Portal

• HRG will reply to SM with results through HR Service Portal o A candidate is unable to start employment with PANDORA until HR has received satisfactory results of Background

Check and Drug Screen. If there is a break in employment then HR will require that returning Employee complete a new Background Check and Drug screen

o SM will communicate rate of pay, start date, manager’s name and candidate’s address for FT Associates only to HR through the HR Service Portal

• HRG will create offer letters for FT associates only and forward back to SM to present offer through HR Service Portal

First Day • SM will complete I-9 form thru Everify.

• SM submits all new hire paperwork to HR using the HR Service Portal on candidates first day of employment. For Full Time associates this will include a signed offer letter. HRG will submit to HR Data Entry for filing.

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HIRING PROCESS GUIDELINES FOR SALES LEAD & ASSISTANT STORE MANAGER

Posting RequestsDISTRICT MANAGER (DM) will communicate to HR GENERALIST (HRG) during weekly touch base call all open positions that need to be posted. HRG will review Store Census to ensure that the position is open/vacant. If new positions open between “touch base” calls, the DM will call or email HRG to communicate the need. The STORE MANAGER (SM) can also submit a ticket via HR Service Portal requesting that a position be posted.

Job PostingPositions will be posted within 24 hours of receiving position request. Positions may be posted internally and/or externally on other employment websites.

Interview Process • HRG will filter resumes to the SM and the DM

• HRG will adjust advertising/posting strategy if initial strategy is not producing desired results

• SM will screen resumes, conduct phone screens and take interview notes

• SM will conduct 1st in person formal interview o Have candidate complete application o Must complete Interview Evaluation Form

• SM will provide DM with interview notes, application, resumes

• DM schedules interview and complete Interview Evaluation Form

• DM will provide HRG with Interview Evaluation Form [resume and application for review]

• HRG conducts 3rd interview in person or via skype o Notes to be taken based on Interview Evaluation Form o Document follow up items

Job Offer Process • HRG, DM and SM will review and discuss all applicants based on interview results, job qualifications, and needs of store

and will make a candidate selection.

• SM will conduct Reference Checks using the Reference Check form.

• DM will review Store Compensation Guidelines and make a Salary recommendation. HR will review to ensure compensation equity with other store managers. If offer is beyond the Store Compensation Guidelines then Compensation Analyst must review and sign off on recommended Offer.

• SM will provide Start Date to HR, and submit an application through the HR Service Portal.

• HRG will prepare the Offer Letter and make official verbal offer.

• SM will request a background check request through the same ticket in the HR Service Portal.

• HRG will submit drug and background. A candidate is unable to start employment with PANDORA until HR has received satisfactory results of Background Check and Drug Screen.

• When offer is accepted, SM will decide on a start date, and will provide new hire paperwork to the candidate.

• SM will submit a request for HR to put in an IT ticket for ASM including Name, Phone Number, Personal Email, and Location.

• SM will make necessary turn down calls/emails to candidates that were not selected

First Day • SM will complete I-9 form by Everify.

• SM will submit all New Hire Paperwork through the ticket in the HR Service Portal for processing.

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HIRING PROCESS GUIDELINES FOR STORE MANAGER

Posting RequestsDISTRICT MANAGER (DM) will communicate weekly to HR GENERALIST (HRG) during “touch base” call all open positions that need to be posted. HRG will review Store Census to ensure that the position is open/vacant per the Store Census. If new openings arise between “touch base” calls, DM will call or email HRG to communicate need.

Job PostingPositions will be posted within 24 hours of receiving position request. Positions may be posted internally and/or externally on other employment websites.

Interview Process • HRG will conduct resume screen

• HRG will adjust advertising/posting strategy if initial strategy is not producing desired results

• DM will review the resume and recommend whether or not to screen HRG will phone screen and take interview notes and share completed Interview Evaluation Form, as well as feedback/recommendation for next steps with DM

• DM will conduct 2nd interview (either in person or via skype)

• HRG will schedule interview with DM, and will forward resume and interview notes

• DM will forward feedback including completed Interview Evaluation Form to HRG and a recommendation as to whether to proceed to next steps

• HRG will coordinate final interviews with the HR BUSINESS PARTNER.

• REGIONAL MANAGER (RM) and HR BUSINESS PARTNER (HRBP) will conduct final interview and submit Interview Evaluation Form and recommendation of next steps to HRG

• HRG will collect completed employment application and conduct references for final candidate(s)

• HRG will forward AVA Profile Assessment to final candidate(s)

• HRG will review AVA results with DM.

Job Offer Process • HRG, HRBP, RM and DM, will review and discuss all applicants based on interview results, profile assessment, job

qualifications, references and needs of store and will make a candidate selection.

• HRG and DM will review Store Compensation Guidelines and make a salary recommendation. HR will review to ensure compensation equity with other store managers. If offer is beyond the Store Compensation Guidelines then Compensation Analyst must review and sign off on recommended Offer.

• DM will provide start date to HR.

• HRG will prepare the offer letter and make official verbal offer.

• HRG will submit drug and background. A candidate is unable to start employment with PANDORA until HR has received satisfactory results of Background Check and Drug Screen.

• When offer is accepted, the DM will prepare and submit a PAF to the HR GENERALIST through the Service portal with the expected start date.

• HRG will submit an IT ticket for access including Name, Phone Number, Personal Email, and Location. If this is a new store opening then HR will above and request a laptop to be sent to the designation location prior to store opening. If this is a replacement SM, then the new SM will use the existing laptop.

• HRG will make necessary turn down calls/emails to candidates that were not selected

First Day • DM or assigned training SM will complete I-9 form by Everify

• DM or assigned training SM will submit all New Hire Paperwork by creating a ticket in the HR Service Portal for processing.

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APPLICATION PROCESS

Provide an Application for Employment to anyone who wishes to apply for employment, regardless of position availability.Every potential candidate must complete an Application for Employment. This process provides each person with a uniform method for presenting his or her qualifications. When a candidate is hired, the application becomes an official company document and part of his or her personnel records.

Steps • Give the applicant an application

• Thank the applicant for his/her interest in joining the company

• Review the complete application to identify if his/her skills meet with the requirements of the position

• Review the application to make sure that all necessary areas are completed and the application has been signed

• Provide the applicant with an Associate Availability Form to complete

• Explain the next steps in the process

• If you are accepting the application on behalf of the management, let the applicant know that someone will contact them to arrange a personal interview if their credentials are a match for a position

• Let the applicant know what to expect for a timeframe

• Thank the applicant and tell them you are looking forward to your meeting

Candidates that do not meet the requirements • Let the applicant know that you are reviewing applications and hiring needs and calling applicants as positions arise

• Thank the applicant for his/her time

• Retain the application in the office files for 12 months

Things to remember • First impressions count! Greet every candidate with professional enthusiasm

• Encourage immediate completion of the applications

• Treat candidates like guests! All candidates are potential guests

• Never write on the application

• All notes and competency based interview guides should be retained in the file with the application for 12 months

• If possible try to meet with the applicant while they are still in the store

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FLEXIBLE WORKFORCE

What is a flexible workforce?The concept of a flexible workforce is the plan to hire individuals that have the ability to flex in their hours and scheduling. These associates should be able to fluctuate their hours up or down as business needs dictate.

Why should I try to hire a flexible workforce?A flexible workforce will be able to work up for peak volume and down for low volume. This will lessen the need for a seasonal influx of associates. • Significantly reducing the need for a seasonal influx of associates will save you time and energy.

• It will also eliminate the panic that many feel as the need to ramp up staffing as peak seasons occurs.

A flexible workforce is easier to schedule to the needs of the business. They are able to flex up not only during peak times, but also to cover for others who may be out for various reasons.

How can I obtain a flexible workforce? • Recruit people that have the ability to be flexible with their schedules.

• Discuss the need for flexibility in the initial conversation with candidates. Ask them how many hours they will be able to work on each day of the week and use the Associate Availability Form to confirm.

• When conducting an interview, reiterate the importance of a flexible schedule. Hire based on the flexibility of the candidate and the ability to flex up and down with store needs. Having this discussion may open up the candidate’s availability.

• When presenting an offer, have the associate sign the Associate Availability Form and send the duplicate copy with the new hire paperwork. Retain the original copy in the store’s scheduling binder.

• Hire a flexible workforce through attrition. We do not want to force anyone out of the store, but obtain our flexible workforces through typical attrition.

How much can I ask my staff to flex? • Management- between 38 to 40 hours per week.

• Store Team- as the store is allocated payroll each week the team will need to be flexible as hours will be allocated based on the current needs of the business.

If you effectively manage the associate’s availability, you will: • Provide excellent service to our guests, by having the right people, in the right place, at the right time.

• Drive sales, maximize payroll and position our stores to schedule optimum coverage for our guest needs.

• Apply consistent availability standards to all associates.

Interviewing process • During the interview selection process, establish the candidate’s availability. Review the guidelines of Associate

Classifications with qualified potential candidates to determine the potential position for which they are interviewing.

• Review Associate Classifications (see next page) after you determine the candidate is qualified.

• Do not distribute or make copies of the Associate Classifications guidelines with candidates or associates. This is for in store use only.

• Have candidates complete the Associate Availability Form at the time the application is completed.

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JOB DESCRIPTION: STORE MANAGERReports to:Responsibility:

District ManagerStore Staff

Main purpose:

Primary responsibility is to lead and develop store team to deliver great guest experience, flawlessly execute brand and operational standards to drive top line sales growth and maximize all profitability opportunities.

Responsibilities & Tasks:

Brand & Values

Vision, mission & values: Ensure that all employees are well informed about our history and live by our vision, mission and values

Sales & Service:

Sales Team Management Maximize the sales performance of all sales associates by setting targets, motivating and coaching individually and on team level

Selling the PANDORA Way Optimize the sales volume and KPI goals by securing the use of the PANDORA selling conversations with all sales associates

Staff Management:

Planning & Prioritizing Plan and prioritize the daily responsibilities, tasks and staffing through appropriate use of traffic and planning tools

Staff Motivation & Development Motivate and develop all employees individually and on team-level to improve performance. Delivered daily on the floor, through staff meetings, weekly one on ones, individual appraisal interviews and by being an exemplary role model

Staff Recruitment & Retention Build a top talented group of motivated sales associates for the store by recruiting, training and developing the best candidates by role.

Product Range:

Product Knowledge Train and coach the sales associates to build their knowledge around our products by utilizing the sales and training tools. Understanding the guest’s needs and wants, incorporating the national product strategy, the product range and selling arguments with all guest engagements.

Marketing & Visuals:

Marketing Activities Plan and implement needed marketing activities, PR and events according to the overall Marketing plan and activity guidelines to ensure a continuous traffic flow

Store Layout & Visuals Plan and drive a continuous update and styling of the store to optimise sales, space management and the presentation of the product range according to the visual guidelines

Logistic & inventory:

Logistics Ensure the optimal flow of goods from purchasing to customer deliveries by a continuous control and follow up on all orders

Inventory Manage the inventory in the store by keeping all receiving, cycle counts, and processing orders accurate. All product processed through the register or MPOS system and keeping a well-organized back stock area.

Administration & IT:

Administration Continuously keep an overview of your work- and paper flow and set up administrative routines accordingly

IT Ensure optimal use of all IT tools by ensuring all staff are well trained on the tools and updates

Finance:

Finance Review your business through budgets, KPIs and a continuous control and handling of all revenue and expenses

Expense Control All controllable expenses are monitored on a weekly and daily basis such as payroll, over time, inventory, training and operational efficiencies.

Store Routines:

Store Routines: Ensure all store routines are identified, delegated and done on a daily, weekly, monthly, bi-annual and annual basis

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Performance evaluations:

• Sales and KPI performance• Operating expenses• PANDORA Listens program• Inventory management• Team development

Required job profile:

Educational background: A relevant education such as sales, communication, business**

Retail experience: Minimum 3-5 years of retail management experience *

Sales experience: Experience in selling specialty, jewelry and or lifestyle consumer goods is preferred**

Leadership experience: Previous leadership experience as Store Manager, Team Manager or equivalent*

Concept experience: Experience in working within a branded concept is preferred**

Other qualifications: Experience in working with IT systems, MS Office*

Language skills: Strong communication skills*

Personal qualifications: • High energy level and enthusiastic*• Business and result oriented*• Passionate and service minded*• A great role model*• Confident and experienced communicator**

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JOB DESCRIPTION: ASSISTANT STORE MANAGERReports to:Responsibility:

Store ManagerStore Staff

Main purpose:

Primary responsibility is supporting the Store Manager, delivering great guest experience, flawlessly executing brand and operational standards to manage sales, human resource functions and ensure maximum profitability

Responsibilities & Tasks:

Brand & Values

Vision, mission & values: Ensure that all employees are well informed about our history and live by our vision, mission and values

Sales & Service:

Sales Team Management Maximize the sales performance of all sales associates by coaching to exceeding sales and KPI targets, motivating and role modelling expected behaviours daily

Selling the PANDORA Way Optimize the sales volume and KPI goals by securing the use of the PANDORA way of selling with all sales associates

Staff Management:

Planning & Prioritizing Support Store Manager in planning and prioritizing the daily responsibilities, tasks and staffing according to traffic flow and planning tools

Staff Motivation & Development Under direction of Store Manager, motivate and develop all employees individually and on team-level to improve performance. Should be done daily on the floor and by being exemplary role model

Staff Recruitment & Retention Assist in store staffing by recruiting, networking and developing the best candidates by role.

Product Range:

Product Knowledge Role model, train and coach to continuous high level of knowledge with all staff in regards to target groups, the national product strategy, the product range and selling arguments

Marketing & Visuals:

Marketing Activities Assist in planning and implementing needed marketing activities, PR and events according to overall marketing plan and activity guidelines to ensure a continuous traffic flow.

Store Layout & Visuals Help to ensure continuous update and styling of the store to optimise sales, space management and the presentation of the product range according to the visual guidelines

Logistic & inventory:

Logistics Support the optimal flow of goods from purchasing to customer deliveries by a continuous control and follow up on all orders

Inventory Assist in your keeping an appropriate stock level for your store and by keeping your sales areas and back areas well organized. Help to ensure that all POS transactions are properly completed.

Administration & IT:

Administration Continuously keep an overview of your work- and paper flow and set up administrative routines accordingly

IT Ensure optimal use of all IT tools by ensuring all staff are well informed of the tools and updates

Sales Results:

Key Performance Indicators Understand and help to set sales targets for the main key performance indicators and categories of the store and follow up individually and on team level regularly. Report behavioural observations that link to results to Store Manager

Store Routines:

Store Routines Support Store Manager to ensure all store routines are identified, delegated and completed as required on a daily, weekly, monthly, bi-annual and annual basis

Performance evaluations:

• Store sales and KPI performance• PANDORA Listens program• Inventory management• Payroll reports

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Required job profile:

Educational background: A relevant education such as sales, communication, business**

Retail experience: Minimum 1-3 years retail management experience

Sales experience: Experience in selling specialty, jewelry and or lifestyle consumer goods is preferred**

Leadership experience: Previous leadership experience as Assistant Manager

Concept experience: Experience in working within a branded concept is preferred**

Other qualifications: Experience in working with IT systems, MS Office*

Language skills: Strong communication skills*

Personal qualifications: • High energy level and enthusiastic**• Sales focused*• Passionate and service minded*• A great role model*• Confident and experienced communicator**

Other conditions

1. Must be 18 years of age or older*2. Communicate with customers, standing and moving around sales floor and stockroom, operate register, lift and carry 30 pounds, climbing, reaching, pushing / pulling3. Regular attendance is essential to this position in order to ensure adequate coverage to meet company objectives. Ability to work a flexible work schedule, including nights, weekends, and holidays is required.

*Must haves, ** Desirables

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JOB DESCRIPTION: SALES LEADJob Title: Sales Lead (Key Holder)

Reports to: Store Manager

Department: Owned and Operated/Retail

JOB SUMMARY

Key holding associate. Primary responsibility is to support management in general operations of the store to ensure a great guest experience and maximum profitability.

Essential Functions: (Specific duties and responsibilities critical to completion of daily workload)

Supervises associates engaged in all selling and operational activities, including inventory management, ringing POS transactions, and in performing services for guests.

Promotes guest service by ensuring associates are greeting and assisting guests; responds to guest inquiries and concerns in a professional and timely manner.

Performs basic operations activities including cash handling and reporting, price changes, merchandise handling, and open and closing duties; reviews time sheets and other payroll documentation for accuracy and submits as appropriate.

Monitors associate sales activities and productivity; acknowledges and communicates performance to associates; motivates and trains associates to achieve full potential

Maintains an awareness of guests to both increase service levels and reduce security risks; remains current on operational policies regarding payment and exchanges, and security practices.

Maintains knowledge of current sales and promotions; presents and displays merchandise in accordance with current promotions and standards.

Supports and administers receipt and replenishment of inventory and supplies according to company policy.

Models selling expectations by utilizing various techniques and communicating product knowledge to the guest; recommends merchandise selections or helps to locate or obtain merchandise based on guest needs and desires.

Builds and maintains a solid guest following through building loyalty and clienteling.

Maintains standards in merchandise handling, presentation, loss prevention, and all other duties as directed by Management

Participates in and facilitates visual directives including execution of planograms and merchandise replenishment.

Assists in the development of store associates; interprets Key Performance Indicator reports and delivers coaching as needed; provides feedback to Store Manager for associate performance appraisals and evaluations.

Other duties as assigned/required

JOB REQUIREMENTS

Educational Background: c HS/GED c Associates Degree c BA/BS

c MA/MS/MBA c PHD

Field of Study: A relevant education such as sales, communication, business

Experience: c 0 yrs. c 1-3 yrs. c 3-5 yrs. c 5-8 yrs. c > 8 yrs.

c Equivalent combination of experience and education accepted

Industry: Retail SalesJob Specific: Experience in selling specialty, jewelry and or lifestyle consumer goods. Management experience preferred

Personal Qualifications: Excellent communication, verbal and written skills

Excellent guest service skills

High energy level and enthusiastic

Knowledge of administrative and procedural aspects of store operations

Regular attendance is essential to this position in order to ensure adequate coverage to meet company objectives. Ability to work a flexible work schedule, including nights, weekends, and holidays is required.

x

x

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Computer Skills: Experience in working with IT systems, MS Office

Language Skills: Bi–lingual in some markets preferred

Other Skills: Cash Handling

Travel Required 10%: ability to support other stores within the territory if needed

Working Environment: c Sitting c Standing c Typing c Lifting 30lbs.

c Alternative Work Hours (Between 5:00pm – 8:00am)

xxx

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JOB DESCRIPTION: SALES ASSOCIATE Job Title: Sales Associate

Reports to: Store Manager

Department: Owned and Operated/Retail

JOB SUMMARY

A sales associates primarily responsibility is to deliver an exceptional guest experience and maximum profitability through focusing on increasing all of the key performance indicators and the PANDORA preferred credit card.

Essential Functions: (Specific duties and responsibilities critical to completion of daily workload)

Meets company sales goals by utilizing the prescribed PANDORA selling conversation and communicating product knowledge to the guest; recommends merchandise selections or helps to locate or obtain merchandise based on guest needs and desires.

Performs various sales and register transactions including ringing purchases, processing of cash or credit payments and counting money.

Maintains an awareness of guests to both increase service levels and reduce security risks; remains current on policies regarding payment and exchanges, guest service, security practices, and other applicable operations.

Maintains knowledge of current sales and promotions; maintains pricing and marketing standards.

Builds and maintains a solid guest following through building brand loyalty, clienteling and selling the PANDORA preferred card.

Maintains standards in merchandise handling, presentation, loss prevention, and all other duties as directed by Management.

Participates in visual directives including setting planograms, zone maintenance, and cleaning standard.

Other duties as assigned/required.

JOB REQUIREMENTS

Must be 18 Years or older

Educational Background: c HS/GED c Associates Degree c BA/BS

c MA/MS/MBA c PHD

Experience: c 0 yrs. c 1-3 yrs. c 3-5 yrs. c 5-8 yrs. c > 8 yrs.

c Equivalent combination of experience and education accepted

Industry: Retail SalesJob Specific: Sales; Luxury, affordable luxury, lifestyle consumer goods or jewelry sales preferred

Personal Qualifications: Excellent communication skills

Excellent guest service skills

Strong organizational skills and ability to multi-task in a fast-paced environment

Regular attendance is essential to this position in order to ensure adequate coverage to meet company objectives. Ability to work a flexible work schedule (based upon store traffic needs), including nights, weekends, and holidays is required.

Computer Skills: knowledge of a cash register system and basic computer literacy

Language Skills: Bi – lingual in some markets preferred

Other Skills: Cash Handling

Travel Required 5%: ability to support other stores within the territory if needed

Working Environment: c Sitting c Standing c Typing c Lifting 30lbs.

c Alternative Work Hours (Between 5:00pm – 8:00am)

x

x

xx

x

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ASSOCIATE AVAILABILITY ACKNOWLEDGMENT

Employee First Name: Last Name:

Store Name: Date of Hire:

I will be expected to meet my commitment to this availability. If I have availability changes, I will submit my new availability request to my Store Manager in writing. I understand that PANDORA is not obligated to agree to a new availability request.I understand the Store Manager will make an effort to support occasional changes in availability. I also understand that in order for my availability change request to be approved, it must meet the needs of the business and if it is not approved, it may result in a reduction of my scheduled hours. I further understand that the scheduled hours I receive will be based on business needs, my availability and my performance. I am not guaranteed any specific hours per week, and my days off and shifts may vary from week to week. In addition, I understand that if I am unable to work the hours that I have indicated as available in the chart above, my employment may be terminated.

Finally, I understand and acknowledge that nothing contained in this document alters my status as an at-will employee which means that either I, or PANDORA, may terminate the employment relationship with or without notice and with or without cause.

Employee Signature Date

Store Manager Signature Date

DAY OF THE WEEK RANGE OF HOURS AVAILABLE

SundayMondayTuesdayWednesdayThursdayFridaySaturday

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PANDORA REFERENCE CHECK – STORE MANAGER,

ASSISTANT MANAGER AND SALES LEAD

Applicant Position applied for

Date of ref. check Checked by

Previous employer Phone

Person talked to Title

Introduce Yourself by Name, Title and Company: (Applicant) has applied for employment with us and has told us that he/she previously worked for your company. I would like to verify some information the applicant has given us. Do you have time to answer a few questions? (If not, get a definite time to call again.)

1. What were the dates of the applicant’s employment with your company? From to

2. What type of work did the applicant do when he/she started with your company?

3. What was the applicant’s position when he/she left your company?

_

4. How did the applicant’s sales results compare with others?

5. How would you describe the applicant’s customer service abilities?

6. Was the applicant regular and punctual in attendance? Yes No

7. How did the applicant get along with fellow employees?

8. Did the applicant follow instructions well? Yes No

9. Why did the applicant leave your company?

10. Would you rehire the applicant if your company policy allowed it? Yes No

11. What would you say are the applicant’s strong points?

12. In what areas would you say the applicant will need assistance and training?

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APPLICANT REJECTION LETTER SAMPLE

[Candidate Name]

[Candidate Address]

[Candidate City, State, and Zip]

[Date]

Thank you for the interest you have shown in the (Position Title) with PANDORA [Mall Name].

After much deliberation we have decided to pursue with another candidate at this time.

Should you be interested in applying for any future positions with PANDORA [City], please feel free to do so.

We wish you much success in your future endeavors.

Best regards,

PANDORA [Mall Name]

[Store Manager Name]

[Title]

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24 RECRUITING TOOLKIT : PART TWO - INTERVIEW GUIDE

PART TWO - INTERVIEW GUIDE

OVERVIEW OF GUIDE

All Store Staff Members should be talented, have a love for selling, and be motivated employees who have a love for the brand and what it stands for. The Store Manager is responsible for hiring all employees, and ensuring proper headcount before a hire is made.

Store Managers should work with their District Manager and Human Resources to select the best candidates for the open positions in their store. The Store Manager is expected to find and screen resumes for positions that are open, as well as review applicants submitted by HR.

A properly conducted interview will help reveal if the applicant is a match for the position. Based on the specific job description, you need to define the requirements for the job. What are you looking for in a candidate’s skill, knowledge and experience and how do you get the best possible candidate for the job?

When interviewing you need to consider the following: • Work Experience • Retail Skills • Knowledge • Availability • Attitude

Welcome the candidate • Put the candidate at ease. • Share your name, position and experience with our company • Ask the applicant to complete a PANDORA job application

Ask job-related questions by referring to questions in this guide • Inquire about the candidate’s ability to perform the essential functions of the job by focusing on specific competencies • Ask open-ended questions about education and work history (refer to application) • Do not ask non-job-related questions

Listen to the candidate • Make eye contact with the candidate and let them know they have your attention • When talking with the candidate about previous work experience, listen carefully and ask probing questions when more detail is needed from the candidate

Describe the open position • Give details about job duties, store operating hours, schedules and benefits • Clearly define the expectations of the job in accordance with the job description

Close the interview • Allow the candidate to ask questions • Thank the candidate for coming • Give the candidate a timeline for when they will hear back from you

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25 RECRUITING TOOLKIT : PART TWO - INTERVIEW GUIDE

LEGALLY PERMITTED QUESTIONS

How we interact with our candidates is so important to our business. It can affect our future sales, profitability and our brand integrity. Be cautious when asking questions, so you do not violate Equal Employment Opportunities Commission (EEOC) regulations.

For example, when determining how a person can get to work, do not ask, “Do you have a car?” This could be discriminatory to low-income groups. Instead, ask, “What would cause you to have trouble getting to work?”

Never ask about their personal time, childcare or marital status. If you are unsure of what the limitations are in questioning candidates, contact your HRG.

In short: if your question does not directly relate to the specific performance of the job, it is probably illegal.

Subjects Lawful Inquiries Uawful Inquiries

Address/Residence Applicant’s address. Inquiry into place and length of current and previous addresses. “How long a resident of this state or city?”

Specific inquiries into foreign addresses that would indicate national origin. Names or relationship of persons with whom applicant resides. Whether applicant owns or rents a home.

Age Minor. You can inquire proof of age in form of work permit or certificate of age when a student.

EEOC law forbids discrimination against persons who are between 40 and 70 years of age.

Arrests/Convictions Inquiry into actual convictions that relate reasonably to fitness to perform a particular job. (A conviction is a court ruling where the party is found guilty as charged. An arrest is merely the apprehending or detaining of the person to answer the alleged crime.)

Since arrest does not establish guilt, any inquiry into arrests is unlawful.

Citizenship You may tell applicants that, if hired, they will be required to present proof of citizenship or right to work prior to starting the job. If hired, asking if they have such proof is legal.

“What country are you a citizen of?” Whether an applicant or his/her parents or spouse are naturalized or native-born U.S. citizens. Date when applicant or parents or spouse acquired U.S. citizenship.

Credit Report None Any inquiries concerning an applicant’s credit rating, charge accounts, past assets or liabilities or garnishments.

Disabilities Can inquire concerning specific disability that might affect an applicant’s ability to perform job requirements. If the answer is “yes,” a follow-up question should be asked: “Is there anything that can be done to accommodate your disability so you could do the job?”

“Do you have any handicaps?” or any general inquiry as to diseases an applicant may have had. Questions regarding receipt of worker’s compensation.

Education Applicant’s academic, vocational or professional education, including school attended. Inquiries into language skills, such as ability to read, speak and write in foreign languages.

Dates of attendance or completion of elementary or high school. Inquiries asking specifically the nationality, racial or religious affiliation of a school. Inquiries as to what the mother tongue is or how foreign language ability was acquired.

Family None Cannot inquire concerning an applicant’s spouse or spouse’s employment or salary, number of children, childcare arrangements, or marriage plans.

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Subjects Lawful Inquiries Unlawful Inquiries

Family None Cannot inquire concerning an applicant’s spouse or spouse’s employment or salary, number of children, childcare arrangements, or marriage plans.

Language Can inquire into an applicant’s ability to read, speak or write specific languages when such skills are related to the job for which the person is applying.

Cannot inquire as to how an applicant acquired the ability to read, speak or write a foreign language.

Marital Status None Cannot inquire as to an applicant’s marital status.

Military Record Type of education and experience in service as it relates to a particular job.

Type of discharge. Questions regarding service in a foreign military.

Name “Have you ever been employed under another name that I should know to check references?”

Inquiries about the name that would indicate an applicant’s lineage, ancestry, national origin or descent. Inquiries into previous name of applicant where it has been changed by court order, marriage or otherwise.

National Origin None Cannot inquire concerning an applicant’s lineage, descent, birthplace, native language or origin of the applicant’s parents or spouse.

Organization Membership “Do you belong to any organization in which you’ve gained experience that you think may be related to this job?”

“List all of the clubs, societies and lodges to which you belong.” General questions regarding organizational memberships that are not job-related.

Pregnancy None Cannot question regarding an applicant’s past or present pregnancies and future plans concerning pregnancy.

Race/Color None Cannot inquire concerning race or physical characteristics, such as height or weight.

Relatives/Friends Names of an applicant’s relatives already employed by the company. Names and addresses of parents or guardian of minor applicant.

Name or address of any relative of adult applicants. “With whom do you reside?” or “Do you live with your parents?”

Religion/Creed Statement by employer of regular days, hours or shifts available.

Questions regarding an applicant’s religion. Religious days observed or “Does your religion prevent you from working weekends or holidays?”

References “By whom were you referred for a position here?” Names of persons willing to provide professional and/or character references for applicant. Name of person who suggested that applicant apply for a position at the company.

Require the submission of a religious reference. To request a reference from an applicant’s pastor

Salary Questions concerning salary history and whether the salary offered is acceptable.

Any inquiries or statements that might suggest that men and women or minorities and non-minorities are paid at different rates for work of equal value.

Sex None Cannot inquire concerning an applicant’s sex or sexual orientation.

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PHONE SCREENINGS

Conduct brief phone screenings. After analyzing applications to weed out anyone you feel is not qualified to work in your store, make notes on topics you want to explore and then do a phone screening. Just be sure to abide by all state and federal laws regarding interviews, as they also apply to telephone conversations.

The goals are: • To verify information on the resume and application form and obtain further explanation regarding red flags or gray areas.

• To assess whether the applicant is serious and enthusiastic about working for you and your store. Have they visited the store or browsed our website?

• To assess whether the applicant has strong communication skills. Imagine you are a guest and consider the impression they make on you.

Phone Screening ProcessLimit phone screens to 15 minutes or less. Let applicants know in advance that this is how long you’ll be speaking. It will help you to manage the time with the candidate.

Ask the same set of questions to each candidate. You want to compare apples to apples, which will be impossible if you stray from the standard. We recommend selecting about 5 questions for your prescreen.

Take Notes. Keep your notes to a minimum, recording only facts and memory triggers. Evaluations or judgments should wait until the end of the interview, so you can focus on what applicants are saying.

End each interview on a positive note. Be polite and professional at all times. Remember everyone is a potential PANDORA guest.

Phone Screening QuestionsPick a few questions to ask candidates when you call to screen them for an interview. Some suggestions include:

• Tell me what you know about PANDORA and/or our store?

• Tell me a little about yourself.

• What type of work do you enjoy (or have you enjoyed) the most and why?

• I see that some time went by between some of your previous positions. Tell me about that. (If the application shows gaps in employment history.)

• Tell me about your last (current) job. Why did you/do you want to leave?

• Which previous job have you enjoyed the most? Why?

• Which previous job did you dislike the most? Why?

• Why do you think you might like to work for our company?

• In your previous job, what percentage of your time was spent selling?

• How did you sell credit in your past roles?

• What is your availability?

If you feel that the applicant may be a strong choice for your store then you should invite the candidate in for an in-person interview.

If you decide not to move forward with the candidate then be sure to thank them for speaking with you. Remember that applicants are often guests and we want this to be a positive experience.

We have put together a phone screening Interview form that you can use in your phone interview process.

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PHONE SCREEN INTERVIEW FORM

Interviewer Name: Applicant Name: Interview Date/Time:

QuestionsPhone Interview Questions c Tell me about your last (current) job. Why did you/do you want to leave? c In your previous (current) job, what percentage of your time was spent selling? c How did you sell credit in your previous (current) job? c What are you currently earning? c What are your hourly pay expectations? c On a scale of 1 -10, how would you rank your skill level of: (fill in the blank)? (computer skills and comfort with

the computer; computer programs like PowerPoint, Excel, Word, Payroll Systems) c What do you want out of a new job that you’re not getting now? c What are your greatest strengths? c What was your greatest accomplishment c Which previous job have you enjoyed the most? Why? c Which previous job did you dislike the most? Why? c Why do you think you might like to work for PANDORA? Have you been in our store? c When could you start working here? c This position may require you to work any of the 7 days of the week. Are there any days you are unable to work? c The store hours are ___ to ___. Are there any hours that you cannot work?

Tips for closing the call:

Thank you for your time today. We are screening multiple candidates and if you are selected for an in-person interview then we will be in touch to step up next steps.

Invite back for in-person interview? Yes No

Overall Impression and Comments:

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IN-PERSON INTERVIEW

After narrowing down the candidate pool with the phone screening process, the in-person interview provides you with an opportunity to make the best selection. In addition to qualifying applicants, the second interview is also your opportunity to clearly set expectations for job performance. This lets applicants know what criteria they will be judged on, and what you expect in terms of productivity and sales performance.

Spend 30-45 minutes for each interview

If possible, have applicants who have not shopped in the store arrive a few minutes early to spend time watching the sales floor and talking to salespeople, so they can get a feel for the atmosphere and culture.

Tips for your interview • Don’t ignore the gut or twinkle factor. When you have several highly appealing applicants, your eye for talent and

enthusiasm, combined with your gut feelings, may help you to make that important final decision.

• Don’t give all applicants the same rating. Complete the Candidate Interview Evaluation form. Some managers see all applicants as great, average or poor with nothing in between. Try to be as objective as possible and make an accurate assessment of each applicant.

• Avoid evaluating applicants based solely on persona impressions or preferences. Feeling an immediate rapport with an applicant does not mean that the applicant is the most qualified or the best choice. Look at skills and experience, along with your impressions.

• Don’t allow the impression left by one applicant influence your evaluation of the next applicant. If you interview one applicant who is outstanding in every way, you may be inclined to consider the next applicant less qualified, regardless of his or her positive attributes. Be sure to evaluate each applicant on a stand-alone basis against your performance standards.

• Reconsider the word “qualified.” You are going to train new hires to do business your way, so “qualified” doesn’t just mean having product knowledge or previous retail experience. It can mean having relevant experience or simply possessing the ability to learn the PANDORA Way of selling.

Prepare your questions It is suggested to review and prepare your questions before your applicant arrives, and should be the same consistently asked questions. While there are as many different possible interview questions as there are interviewers, it always helps to be ready for any type of interview.

• In each section provided under management Interviews and sales associate interviews, select a few questions to ask your applicant.

• Each interview is different, and may cause you to use a different follow up question.

• You are looking for specific answers from your applicant.

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OPENING & CLOSING INTERVIEW QUESTIONS

Common questions can be used to break the ice during the first few minutes of an interview or to end the interview. General questions also can be used for most positions. Pick a couple questions from each section to ask in the opening and closing of an interview.

Opening Questions

c What do you know about PANDORA?

c What do you like most about working in retail? What do you like least?

c Tell us a bit about your work background, and then give us a description of how you think it relates to

our current opening.

c Why have you applied for this position?

c In your current job, what is your usual schedule? How many hours do you work and when do you work them?

c Describe an ideal work environment or “the perfect job.”

c What was the best job you ever had? What was the worst? Why?

c What do you think makes a “good” organization? What makes a company be described as “one of the best

businesses” or “best places to work” by a community?

c What are some positive aspects of your last employment/employer? What are some negative aspects?

c What sizes of organizations have you worked in?

c What industries have you worked in?

Closing Questions

c Describe what you see as your strengths related to this job/position. Describe what you see as your weaknesses

related to this job/position.

c If we offer you this position, what contributions would you expect to make during the first three months on the job?

c Why should we hire YOU?

c If the position required it, would you be willing to travel?

c If the position required it, would you be willing to relocate?

c If you were offered this position, when would you be available to start?

c If you are the successful applicant, how would you expect to be different after a year in this position?

c Now that you have learned about our company and the position you are applying for, what hesitation or reluctance

would you have in accepting this job if we offer it to you?

c Tell me anything else you would like us to know about you that will aid us in making our decision.

c What questions would you like to ask me?

c Are there any programs, policies or actions of (name of company/organization) that you have heard of with which

you have concerns or differences?

c How will your work performance enhance (name of company/organization) in this industry as it is today?

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This interview guide for Management positions has been designed with the following in mind:

• Help you to conduct a logical, structured interview;

• Give you necessary preplanned interview questions;

• Help you determine whether the candidate has the Sales Associate skill set or is capable of learning the skill set.

• The questions take into account that the best predictor of future behavior is past behavior. Try to solicit as many behavioral examples as possible to evaluate the applicant’s ability.

Prepare your Questions

Review and prepare your questions before your applicant arrives. You should be using the same questions with each candidate that you are interviewing.

In each section provided below, select a few questions to ask your applicant.

Opening the Interview

c Greet the applicant and introduce yourself.

c Begin the interview by providing the applicant with information about PANDORA, your store and position.

PANDORA

c What do you know about the PANDORA brand?

c Why do you want to work at PANDORA?

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

Candidate Name:

Store Name:

Position Applying For:

Interview Completed by:

Date of Interview:

INTERVIEW GUIDE - MANAGEMENT POSITIONS

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Work Experience

c Please give a brief overview of your retail experience.

c What metrics have you been held accountable to delivering? What were your results?

c On your last review, what were identified as 2 areas of strength and 2 opportunities? Provide specific actions you have taken to improve on your areas of opportunity.

c Were you responsible for selling credit at your last position? Tell me about the process and what you were successful at and what you needed additional training on.

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

_______________________________________________________________________________________________

TALENT

Leadership Aptitude

Look for someone that promotes internally, coaches and trains staff for improvement, motivates staff and successfully recruits and hires new talent.

Leadership

c How would you be described as a leader?

c What is one thing your supervisor/team would say they like about your leadership and one thing they would change?

c Give me an example of how you celebrate your team’s successes.

c Managing requires motivating employees as well as accomplishing tasks. Give me an example of how you have motivated your employees.

c Tell me about a time when you organized, managed and motivated others on a complex task from beginning to end.

c Outline for me your greatest set back and/or failure. How did you respond to it? What is the one thing that you learned from the experience?

c How do you alter your communication style in terms of how you communicate to management versus how you communicate with your staff?

c Tell me about a time in the last 2 weeks that you felt overwhelmed and describe yourself.

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Coaching

c What are some specific techniques that you use to coach your employees?

c Talk about an example of how coaching and training improved the performance of a member of your team or store.

c How do you support and reinforce training concepts learned in your store?

c How do you give constructive feedback to your team members?

c How do you drive accountability within your team?

c Give me an example of a time when you needed to help other employees learn a new skill set. What did you do?

c What is the most challenging employee performance issue you’ve had to deal with and how did you handle it?

c Looking back over your career, give me examples of action you have taken to develop the skills of your staff and how that affected or influenced their career.

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Recruiting & Hiring

c What are your most effective recruiting strategies? How have you trained someone else to recruit?

c Tell me about the highest number of people you have had to hire at one time. How did you go about doing that and what was the result?

c Tell me about your best hire, worst hire and why.

c What are 2 key questions you like to ask in an interview and why?

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Communication

Look for someone that smiles and speaks easily, enjoys conversation, listens and comprehends.

c Can you please tell me about a time when you were assigned to work with new people and how you went about getting to know them?

c Tell me about the interaction you have with your District Manager. Store Manager? What works well and what would you change if you could?

c Tell me about the most challenging conversation you have had in your career. What was the outcome?

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BRAND

Look for someone that focuses on problem solving, shows commitment to action and recognizes the impact that marketing and merchandising have on sales.

Guest Experience

c Have you ever used a clienteling program? Tell me about the program and some of the successes that you had with this program.

c Describe how you handled an irate guest when you were unable to resolve the problem at hand.

Visual Merchandising

c Describe a merchandising idea that you tried that directly increased sales in your store.

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Markeing/Social Media

c Tell me about the most successful store event that you led in your store.

c How did you use Social Media to drive guests to your store?

c Give me an example of trends currently being promoted by your company. What is the guest feedback?

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OPERATIONS

Store Operations

Look for someone that anticipates business impacts and is able to implement strategies to maximize business opportunites as well as personally models our company’s values, behaviors and work practices.

c Tell me about a time when you had multiple tasks to complete. How did you decide which task to complete first? If you had a second chance - is there anything that you would do differently?

c Give me an overview of your role as it relates to inventory management and controlling staffing costs.

c How do you set consistent standards for your store? Give me an example.

c Can you tell me about something you did at a past company that impacted the business and that you think you will be remembered for?

c What has been your biggest accomplishment? What steps did you take to achieve it?

c Give me an example of how you plan a typical day. How do you ensure that deadlines are met?

c If you have a written schedule, walk me through how you execute.

KPIs/Sales Equation

c How do you drive these metrics? (Comp, UPT, ADS, Plan, Conversion, etc.)

c Tell me how you measure a successful day.

c How many stores are in your district, and where do you rank?

c What is your company’s selling approach?

c How did you sell credit in your last role?

c What are your selling strengths? What are your challenges?

c Tell me about the most pressure-ridden situation you have been in that required a quick decision.

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Loss Prevention

c What were your shrink results? How do you control shrink in your store - internal and external?

c Tell me about an internal incident you have had to deal with; same with external.

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Drive for Results

Look for someone that recognizes the significance of setting and achieving sales goals through teamwork.

c What is the annual sales volume of your current/previous store? How does this compare with last year’s result? With the rest of the company?

c Tell me about a goal you missed. Is there anything that you would have done differently? If so, what would you have done?

c Tell me about something that you really wanted to accomplish and how you made it happen. What challenges did you face?

c Give me an example of how you plan a typical day. How do you ensure that deadline are met?

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Scheduling & Availability

Look for someone that is able to work appropriate work schedule and able to work hours needed for position within the store.

c If you were offered this position, when would you be available to start?

c This position may require you to work any of the 7 days of the week. Are there any days that you cannot work?

c The store’s hours are ____________ to ____________. Are there any hours that you cannot work?

c Occasionally the needs of the business may require you to work hours that may not have been on your original schedule. How much notice will you need if we need to change your hours?

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Salary Expectations

Does the candidate have a realistic expectation? Does the expectation fall within the hiring guidelines?

c What are your salary expectations?

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Closing Questions

Be sure that you have covered all information and that you have the information that you need to make a decision.

c Now that you have learned about our company and the position you are applying for, what hesitation or reluctance would you have in accepting this job if we offer it to you?

c Tell me anything else you would like us to know about you that will aid us in making our decision.

c What questions would you like to ask me?

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Remember to complete the Interview Evaluation Form.

Attach Employment Application Form, Candidate Resume and Interview Evaluation Form to this Interview Guide.

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This interview guide for Sales Associates has been designed with the following in mind:

• Help you to conduct a logical, structured interview;

• Give you necessary preplanned interview questions;

• Help you determine whether the candidate has the Sales Associate skill set or is capable of learning the skill set.

• The questions take into account that the best predictor of future behavior is past behavior. Try to solicit as many behavioral examples as possible to evaluate the applicant’s ability.

Prepare your Questions

Review and prepare your questions before your applicant arrives. You should be using the same questions with each Sales Associate that you are interviewing.

In each section provided below, select a few questions to ask your applicant.

Opening the Interview

c Greet the applicant and introduce yourself.

c Begin the interview by providing the applicant with information about PANDORA, your store and position.

PANDORA

c What do you know about the PANDORA brand?

c Why do you want to work at PANDORA?

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Candidate Name:

Store Name:

Position Applying For:

Interview Completed by:

Date of Interview:

INTERVIEW GUIDE - SALES ASSOCIATE

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Work Experience

c Please give a brief overview of your retail experience.

c What metrics have you been held accountable to delivering? What were your results?

c Were you responsible for selling credit at your last position? Tell me about the process and what you were successful at and what you needed additional training on.

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Communication

Look for someone that smiles and speaks easily, enjoys conversation, listens and comprehends.

c GIve me an example of how you started a conversation with someone that you didn’t know.

c Tell me about a time when you did not get along with another team member. How did you handle the situation?

c Think of a time at work when you had to ask questions to better understand a situation or person. Tell me about the situation. What questions did you ask and why?

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Guest Service

Look for someone that enjoys speaking with and learning about people, asks questions, is comfortable talking to strangers, is genuinely interested in others/interested in helping others.

c Tell me what great customer service looks like to you.

c Tell me about a time when you had to handle an irate guest. What was the outcome?

c Tell me about a time when you encountered a guest who said they were just looking.

c Describe a work situation in which you accepted extra responsibility - beyond what most people would expect - to provide outstanding customer service.

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Sales Ability

Look for someone that expresses interest in achieving goals and enjoys challenges and competition.

c Tell me about the biggest sale you’ve ever made. How did you do it? What skills did you use?

c Give me an example of a time that you worked with others to accomplish a mutual goal and describe your feelings toward the group.

c Imagine a guest comes into our store and asks for an item that’s no longer in stock. What would you do and why?

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Pride, Passion & Performance

Look for someone that is able to articulate goals relevant to the position and aligned with company values.

c How do you like to be recognized?

c How do you keep yourself motivated at work?

c Tell me of a time when a supervisor asked you to do something that you felt uncomfortable doing. How did you feel? How did you handle the situation?

c How do you hold yourself accountable at work?

c Tell me about a time when your manager told you that sales were down. How did you take personal ownership to improve sales?

c Describe a time when you made a mistake in life or at work. What did you do wrong and what was the outcome? _______________________________________________________________________________________________

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Scheduling & Availability

Look for someone that is able to work appropriate work schedule and able to work hours needed for position within the store.

c If you were offered this position, when would you be available to start?

c This position may require you to work any of the 7 days of the week. Are there any days that you cannot work?

c The store’s hours are ____________ to ____________. Are there any hours that you cannot work?

c Occasionally the needs of the business may require you to work hours that may not have been on your original schedule. How much notice will you need if we need to change your hours?

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Salary Expectations

Does the candidate have a realistic expectation? Does the expectation fall within the hiring guidelines?

c What are your salary expectations?

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Closing Questions

Be sure that you have covered all information and that you have the information that you need to make a decision.

c Now that you have learned about our company and the position you are applying for, what hesitation or reluctance would you have in accepting this job if we offer it to you?

c Tell me anything else you would like us to know about you that will aid us in making our decision.

c What questions would you like to ask me?

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Remember to complete the Interview Evaluation Form.

Attach Employment Application Form, Candidate Resume and Interview Evaluation Form to this Interview Guide.

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GROUP INTERVIEW GUIDE

Set-upPrior to interviewing, prepare interview space and gather tools needed to conduct interviews: candidate resume, review Group Interview Guide, and candidate application form (if applicable). Be sure to schedule during non-peak time so that there will be sufficient management coverage.

c Introduce yourself and explain your role.

c Gather candidates on the sales floor and introduce the Management Team/Associates who are working on the floor

c Give candidates a quick tour of the store

c Give candidates a brochure and ask them to pick a charm that will be used later in the interview process

c Invite candidates to join you in the space you have identified for the group interview (mall food court, back office if space permits, mall conference room)

c Explain the positions you are currently hiring for, provide an overview of the responsibilities

c Introduce the agenda of the group interview, explain that the group interview will be broken into 4 sections

BrandThe icebreaker will help you to evaluate each candidate’s passion, skill, customer service experience and knowledge. In addition it will create a more comfortable group interviewing atmosphere.Introduction/Icebreaker

c Explain to the group that you are going to give each candidate an opportunity to introduce themselves

c Tell the candidates that we encourage them to have fun during the interview process

c Explain that each person should do the following on their turn: o Introduce themselves by giving their name o Tell the group about the charm that they chose from the catalogue and why they picked that specific item.

(Encourage candidates to share a personal testimony if it applies, share product knowledge if they know it, and share their passion for the product).

o Remind them to have fun!

QuestionsAfter each candidate has had an opportunity to introduce themselves and their product, move onto the group discussion. Explain to associates that the next portion of the interview is intended to be open discussion and encourage them to share.

c Give me an example of how you have or would engage a guest in the item that you chose. (You may include information related to life’s moments (sentimental), quality or jewelry information. – Be creative!)

c Describe one of your favorite places to shop and why.

c Pick one of the 3 questions below: o Your friend comes in and you are helping him/ her… they tell you they can’t pay for it… so can you turn

your back while they pocket it. o You are a cashier… you ring your friend up and they ask you to not ring them up for 2 of the 3 charms. o You notice another associate take a ring out of a case and give it to the guest then the guest puts it in

their pocket?

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PANDORAYou do not need to ask all of these questions, however for those questions you ask, allow each candidate to respond before moving on to the next question.

c Describe a situation that involved selling merchandise or an idea to somebody?

c When trying to sell an idea or merchandise to someone, were you ever rejected? What did you do?

c Explain what you think the difference is between selling to a guest and servicing a guest?

c Tell me about a positive experience you had while shopping.

c What has been the most rewarding experience that you have encountered at work? Please explain.

c What did you like least and most about your last job?

c Tell me about a time you had to resolve an issue with a dissatisfied guest or coworker.

c Tell me why you want to work for PANDORA?

Next StepsTake a moment to review your notes and determine those candidates that you would like to move on to the job preview portion.

c Thank candidates for joining us for the interview, ask them to give you a moment to review your notes to make sure you don’t have any additional questions before you conclude

c Advise candidates that this is the first step in the interview process

c Ask select candidates to remain for additional questions

c Share with those leaving when they can expect to hear back from you about the status of their application (give a date)

c Thank everyone again for their time

c If you had selected candidates for additional questions, return to them and discuss the next step in the interview process (i.e. references, second interview etc.)

c For the second interview, please refer to the Sales Associate Interview guide.

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O&O CANDIDATE INTERVIEW EVALUATION FORM - Store Management

Candidate Name:

Position Applying For:

Interview Completed by:

Date of Interview:

COMPETENCY CANDIDATE RATING

Work Experience: Candidate possesses experience directly related to the position and acquired the necessary skills or qualifications through past work experiences. Describes good judgment, record or responsibility, diligence and success in all prior positions.

c Below Average c Averagec Above Averagec Exceptional

TALENT

Leadership Aptitude: Candidate demonstrates leadership skills necessary for the position. Exhibits the capability to lead and support others on a team. Hard working and motivated. Candidate understands how one’s performance can impact the success of the business.

c Below Average c Averagec Above Averagec Exceptional

Communication: Candidate expresses thoughts clearly and portrays positive verbal and non-verbal communication skills. Displays strong listening skills and the ability to work with customers and colleagues.

c Below Average c Averagec Above Averagec Exceptional

BRAND

PANDORA: Candidate shows interest in the position and the company. Recognizes the impact that merchandising and marketing has on sales.Pride, Passion & Performance: Ability to articulate goals relevant to the position that align with the company values.

c Below Average c Averagec Above Averagec Exceptional

OPERATIONS

Store Operations: Candidate understands store sales goals and how KPIs impact the overall business. Knowledgeable about the industry and trends.

c Below Average c Averagec Above Averagec Exceptional

Drive for Results: Candidate communicates actionable goals. Candidate demonstrates they understand how one’s performance can impact the success of the business. Ability to create a positive customer experience. Demonstrates they will find a way to drive sales and positive KPI results.

c Below Average c Averagec Above Averagec Exceptional

Overall Impression and Comments:

Overall Rating: c Below Average c Average c Above Average c Exceptional

Next Steps: c Yes c No c Hold for Future Consideration

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O&O CANDIDATE INTERVIEW EVALUATION FORM - Sales Associate

Candidate Name:

Position Applying For:

Interview Completed by:

Date of Interview:

COMPETENCY CANDIDATE RATING

Work Experience: Candidate possesses experience directly related to the position and acquired the necessary skills or qualifications through past work experiences. Ability and desire to learn the skills to be successful.

c Below Expectations c Meets Expectationsc Exceeds Expectationsc Exceptional

Communication: Candidate expresses thoughts clearly and projects a positive manner in all forms of communication. Strong listening skills are shown, as well as the ability to work with customers and clients.

c Below Expectations c Meets Expectationsc Exceeds Expectationsc Exceptional

Guest Services: Able to create a positive guest experience. c Below Expectations c Meets Expectationsc Exceeds Expectationsc Exceptional

Sales Ability: Candidate demonstrates strong sales orientation with the ability to provide clear and consistent information and service.

c Below Expectations c Meets Expectationsc Exceeds Expectationsc Exceptional

Pride, Passion & Performance: Candidate shows interest in the position and company. Ability to articulate goals relevant to the position and aligned with the company values.

c Below Expectations c Meets Expectationsc Exceeds Expectationsc Exceptional

Overall Impression and Comments:

Overall Rating: c Below Expectations c Meets Expectations c Exceeds Expectations c Exceptional

Next Steps: c Yes c No c Hold for Future Consideration

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NOTES

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