Retail Cashier: Job

Analysis,

Performance

Appraisal

& Selection Tool

By: Lauren Burk, Alyssa Gradus, Holly Moody,

Shannon Quaranta, and Krystal Roach

Agenda Job Analysis

-Development of Essential Tasks

-KSAOs

-Critical Incidents

Performance Appraisal

-BARS (6 performance dimensions)

Selection Tool

-Situational Judgement Test

-Connection to JA & PA

Conclusion

-Results & Findings

Job Analysis

Job Analysis: Development of Essential Tasks

Method:

O*NET

Open Discussion with Subject Matter Experts (SMEs)

Task Ratings of Importance

KSAO Ratings of Importance

RwG Interrater Agreement

Selection of Essential Tasks

T1: Perform checkout procedures

T2: Receive and process payment

T3: Address customer questions and

complaints

T4: Interact with customers

T5: Perform returns

T6: Perform price checks

T7: Prepare products for customer purchase

T8: Perform opening and closing procedures

T9: Maintain counter area

T10: Operate telephones and paging system

Task Ratings of

Importance

● SMEs used a forced choice

method of agreement in

determining:

○ Percentage of time task is

completed on a daily basis

○ Importance level of each task

Job Analysis: Deriving KSAOs from Essential

Tasks

Method:

Open Discussion with Subject Matter Experts (SMEs)

SMEs used a forced choice method of agreement in determining:

Percentage of time task is completed on a daily basis

Importance level of each task

Task-KSAO Linkage Chart

KSAO Ratings of Importance

RwG Interrater Agreement

Job Analysis: KSAOs of a Retail Cashier

(K) Knowledge (S) Skills (A) Abilities (Os) Other

Basic Mathematics Active Listening Hand Dexterity Conscientiousness

Clothing Trends Social Perceptiveness Speaking Clearly Extraversion

Products Speaking Oral Expression Adaptability

English Language Service Orientation Order Information Emotion Regulation

Company Policies Coordination Oral Comprehension Patience

Reading Comprehension

Visual Ability

Critical Incidents

The Critical Incident Technique was used to determine a cashier’s appropriate responses to

critical situations that may arise while working (Brannick).

6 Critical Incidents were used from a list of 30

Each SME created a response to the 6 CIs, responses were then rated on a Likert Scale to keep

the best response for each CI

Critical Incident: A customer walks out of the fitting room with an item concealed under their

clothing.

Appropriate Response: The clothing retail cashier reports the incident to the manager

promptly and discretely, while keeping tabs on the person to ensure they do not leave with the

merchandise.

Performance Appraisal

Performance Appraisal

Method:

Open Discussion with Subject Matter Experts (SMEs)

Constructed 6 Essential Performance Dimensions

Defined Each Dimension

Calculated Weight Score for Each Dimension

Developed Behaviorally Anchored Rating Scales

Created Total Score Sheet for Supervisors

Performance Appraisal: Six Dimensions

Dimension % Definition

Knowledge of Work: 30% Ability to perform daily job functions.

Communication: 15% Ability to engage in meaningful conversation with others while effectively

relaying important information. Actively listening to and comprehending others.

Dependability: 10% Refers to punctuality, number of unexcused absences, and taking initiative.

Register Efficiency: 10% Ability to properly operate and perform all cash register functions without error.

Conflict Management: 15% Ability to enhance positive outcomes when a conflict occurs by using effective

problem solving skills. Able to make efficient and appropriate decisions that will

decrease conflict, and remains emotionally stable throughout the process.

Customer Service

Orientation:

20% Ability to interact positively with customers; ability to be courteous and friendly.

Performance Appraisal: Behaviorally

Anchored Rating Scale (BARS)

SMEs worked together to appropriately define the rating levels for each anchor

Forced Choice BARS (i.e., raters could only assign 1, 2, 3, 4, or 5 points for each item)

Knowledge of Work: Ability to perform daily job functions.

Rating Description

Outstanding

5 points

Employee displays at all times, an exceptionally constant high

level of knowledge, skills, and abilities in performing the

work behavior/factor under review, constantly exceeding

requirements in all areas.

Exceeds

Expectations

4 points

Employee displays a consistently high level of knowledge,

skills, and abilities in performing the work behavior/factor

under review, exceeding requirements in some areas.

Meets

Expectations

3 points

Employee displays and maintains an effective level of

knowledge, skills, and abilities in performing the work

behavior/factor under review.

Needs

Improvement

2 points

Employee lacks knowledge, skills, and abilities to perform the

work behavior/factor under review and frequently falls below

acceptable performance levels.

Unacceptable

1 point

Employee displays absence in knowledge, skills, and abilities

needed to perform the work behavior/factor under review.

Rating

(1 – 5)

Job Task/Knowledge

5 Receive and process payment

4 Perform returns

4 Perform price checks

5 Prepare products for customer purchase

3 Maintain counter area

1 Operate telephones

1 Operate paging system

2 Perform opening and closing procedure

4 Demonstrates knowledge of company policy

3 Demonstrates knowledge of company products

4 Demonstrates knowledge of clothing trends

KNOWLEDGE OF WORK (30% of total score)

Directions: Please read the descriptions for each rating level and assign either a 1, 2, 3, 4, or 5 for each of the 11 “Knowledge of Work” facets.

Customer Service Orientation: Ability to interact positively with customers, is courteous and friendly to

customers.

Score Selection Rating Level Description

Outstanding

5 points

Always happily offers exceptional customer service beyond

expectations. Always seems to have positive, courteous, and friendly

interactions with customers.

✓Exceeds Expectations

4 point

Regularly offers admirable customer service. Consistently has positive,

courteous, and friendly interactions with customers.

Meets Expectations

3 points

Offers commendable customer service. Has positive, courteous, and

friendly interactions with customers.

Needs Improvement

2 points

Does not always offer delightful customer service. Is not always

positive, friendly, courteous to customers.

Unacceptable

1 point

Is typically rude to customers and does not express interest or care in

addressing customers’ needs.

CUSTOMER SERVICE ORIENTATION (20% of total score)

Directions: Please read the descriptions for each rating level and place a checkmark next the appropriate rating for “Customer Service”.

Performance Appraisal Scoring Sheet

Selection Assessment Tool

Selection Tool

Situational Judgement Test (SJT)

A type of test that presents the test-taker with scenarios and then ask the individual to

select the most appropriate response.

Retail Cashier SJT

21 short vignettes

3 dimensions

Low Fidelity Test

Asks “what would you do?”

Selection Tool: Dimensions

Integrity

Customer Service

Teamwork Orientation

Developed from KSAOs and Critical Incidents in

Job Analysis

Integrity Item Example

You hear rumors that a co-worker, JaQuan, is stealing merchandise and money from the

cash registers. You haven’t seen him yourself but none of your other coworkers have said

anything to management. What would you do?

a. Don’t say anything, you didn’t see JaQuan stealing yourself

b. Discreetly tell your manager about the rumors

c. Confront JaQuan yourself

d. Watch for him stealing and then tell your manager, if you witness it

Customer Service Item

Example

There is a very long line of customers in front of your cash register. Several individuals in

line are getting impatient and are starting to make angry comments. What would you do?

a. Call for backup cashiers and inform the customers in line that someone is coming to

help

b. Apologize to the customers in line and go as quickly as you can

c. Don’t acknowledge the customers in line

d. Tell your manager you need help because there is a long line

Teamwork Orientation Item

Example

You were just about to clock out for your lunch break when you noticed that your

coworker who is the second cashier on duty just got slammed with a long line of

customers eagerly waiting to purchase their items. What would you do?

a. Clock out and go to lunch because this is your designated lunch time.

b. Postpone your lunch and help until the line dies down.

c. Go find a co-worker who can help at the cash registers so you can take your lunch.

d. Eat your lunch while you help out with the long line.

Selection Tool: SME Responses and Ratings

7 vignettes for each dimension

Four possible responses

Developed from SME experience

Each response rated on a 0-3 scale

3 = “most correct”

Ranked by SMEs

Interrater reliability

Unsystematically placed

Reduce order effects

Connection: Job Analysis, Performance

Appraisal, & Selection Tool

Tasks

↓KSAOs

Performance Dimensions Selection Tool: SJT Questions↔

SMEs develop & rate Task:

T3: Address customer questions

and complaints

SMEs derive KSAOs from tasks

KSAO: speaking, service

orientation, active listening

Develop Performance Dimensions:

Conflict Management: Able to make efficient

and appropriate decisions that will decrease

conflict, and remains emotionally stable

throughout the process. (15% weight)

Job

Analysis

Performance Appraisal

↓

Selection Tool (SJT)

Item

Score Comparisons to Determine Predictive Validity

Conclusions: Results and FindingsJob Analysis

○ KSAOs and tasks can be implemented to enhance selection techniques for Clothing Retail Cashier

○ Results: Knowledge of mathematics = important KSAO

Performance Appraisal

○ Results: Organizational Satisfaction accounted for some of the variance in PA ratings

○ PA ratings were high

Selection Assessment

○ Results: positive relationship between SJT scores and PA scores

○ 33% of the variance in PA ratings was accounted for by SJT

■ Predictive validity

○ SJT: Best-fit for job position, increases positive employee outcomes