In the Tanglewood Stores Casebook (https://www.mhhe.com/heneman8e (Links to an external site.)), read and respond to Case Six, Interview. Answer these questions:
1. Develop a detailed selection plan for the position of a department manager to determine the most important KSAOs for this position.
2. Using the selection plan, develop a standardized interview protocol consisting of 10 questions that will be asked of all candidates, along with scoring keys for each question. Be specific with the scoring key.
The scoring key should include: the question, a scale set of evaluation anchors (ex. 1-5) and sample answers that would represent the scale.
Question: How do you address a challenging customer?
Scale: 1=Poor; 3= Average 5 = Excellent
Sample Answers: 1 (poor answer): tell the customer to leave; argue with the customer
3 (average): listen to the customer; remove the tension from the situation
5 (excellent): demonstrate all of the customer service values of the organization