Roles and Responsibilities of people in Blockbusters Essay
Roles and Responsibilities of people in Blockbusters
Blockbuster an American-based chain of DVD, blue-ray and video game rental store. Blockbuster is a very popular which has spread over the countries of America and the globe rapidly. The best rental providers and etc…. . In the following parts I will be talking to you about the roles and responsibilities about the manager, employees and other staff.
Roles and responsibilities are hard tasks but it has to be followed right to get customers in and buy more and more of their products. The following shows how the store manager, the assistant manager and the customer sales representative, have showed their roles and responsibilities.
The store manager:
The quality the store manager should have is. To lead the Store Team through effective engagement, coaching and development to deliver great customer service and business performance.
Drive and manage the sales performance and profitability of the store.
This is listing few, very important tasks which the manager has to follow in order for the business to attain success. This basically involves the following, the store manager achieves ‘sales focus’ targets, achieving or exceeding revenue targets and ensure all promotional activity is planned and in place. The store manager also must ensure that product pricing and merchandising reflects the company standards. The manager must also manage and maintain all the store costs.
They will have to monitor financial controls to maximise the profitability of the store. This mainly involves financial controls in place – compensation, shrink, credits etc. Staffing levels are correct to manage staff costs and provide effective sales and service to customers. Including wages.
They will have to ensure the store team provides an excellent service to the customers. Ensure the team provide expert advice and guidance to the customers. E.g. if a customer is unsure of any of the online rental system the employee will guide them through this step by step. Also to ensure the team have up to date product knowledge and communicate current and future offers to all customers. This includes where the DVDs or gaming rental placements, any new blockbusters and etc.
Recruit, train and motivate a successful team.
This is simplified in tasks for which the store manager has to insure that the new recruited staff has to have. Recruit a team who are passionate about movies and games and enjoy selling to our customers. Train the store team, product knowledge and selling skills to achieve targets. Coaches the store team to improve individual and team performance. E.g. the store manager tells and encourages the new staff to be fully open. Letting the consumer know about any unsure product which they are not entirely sure of. Delegate to ensure each team member has clear objectives for each shift. Create an environment that motivates the team through incentives, target setting and competitions. So they are fit for this task, this job. If they are not ready for this that means the store is not survival for the fittest.
Manage and maintain the store operating standards
The store appearance and cleanliness is to company standards. Store team’s appearance in line with uniform policy. Maintains all legal requirements such as Video Recordings Act, Data Protection and Health & Safety. E.g. nothing pirated, if that’s the case no one will buy their product. The business will be held up in the court. All displays and merchandising are maintained to Company standards. Ensure the store stock rotation and control procedures are maintained. This means that the stock is always filled up never empty. Encase a customer wanting the same thing and store not having, means other competitor with more sales.
The assistant manager:
The quality the assistant manager should have is. To support the Store Manager in leading the Store Team through effective engagement, coaching and development to deliver great customer service, great operations and business performance. Be accountable for the store operations in the absence of the Store Manager.
The tasks which the assistant manager has to go on doing are more likely the same as the store manager, but also have its own procedures. This is included it of having the tasks of 1) drive and manage the sales performance. The examples are shown under the store manager procedures. On the other hand the tasks which that the assistant manager also have are as following.
Ensure the store team provide excellent service to our customers
Strive to approach every customer on the sales floor. To have the courage to not be shy in anyway or most importantly to be polite. Show them the right way. Ensure the team have up to date product knowledge and communicate current and future offers to all customers. So they won’t be misled in giving the customer the wrong information.
Recruit, train and develop a successful team. This is also in the section for the store manager.
Provide direction to the store team of Company, District and store objectives. To set out tasks, to guide its team to be leading the store to become a success in that borough. Train the store team to achieve customer service best practice. To not hesitate to answer back any questions and to still be polite even if a customer gets out of control. Improve product knowledge; this provides excellence reading of where the sets of DVDs/ games/ cds are set out in among the store. To be able to see the changes those are thoroughly made. To also be able to see if any product which a customer may need if still in stock. If not they can order it later in the day for that customer. Finally to obtain selling skills to achieve targets, to be able to manipulate the customers to buy anything in order for the business to succeed. Staff training and development records are supported and up to date.
Manage and maintain the store operating standards
Ensure the store stock rotation and control procedures are maintained. This also as same as the previous one (the store manager). So basically means that as I said earlier to keep maintenance of what is in the store or not. So it keeps in confirmed.
c) Customer Sales Representative:
With your passion for movies and games you will be on the front line with our customers. Putting your knowledge and interests to use, you will be an integral part in your team hitting its sales targets
Is a self-motivated and flexible team player who can communicate effectively with store team and key contacts? Communicates effectively with colleagues and customers at all times. To communicate to the individual staffs and refer back anything they think should be necessary. To keep a track of stock and not hesitate to give the details to the store or assistant store manager.
Provides excellent service to our customers, utilising thorough product knowledge and current and future offers. To be able to connect with the staff without having to ask about any product placements and be able to talk to a customer about the product which they about to consume. This shows that the sales representative is a great ideal person to be working with. To be able to give extra details of the product and answer any question with the consumer may hold.
Deals with customer queries and solves problems efficiently and effectively.
Understands and achieves sales targets.
Regularly receives positive feedback from team, customers and manager in relation to customer service.
Approaches every customer on the sales floor.
Uses initiative and responds to customer demands to secure a sale
Receives positive feedback via Mystery Shop visits / reports
So its like understands their position on the ‘bull’s eye’ chart and aims to achieve the best position they can
If you think you could take a leading role as a Store Manager, have the passion for our products, sales focus, commercial acumen, leadership and customer service skills. Then this is the opportunity for you. This includes both store and assistant manager pose. Blockbusters.
The store manager- The quality the store manager should have is. To lead the Store Team through effective engagement, coaching and development to deliver great customer service and business performance. The store manager should be able to be a leader. To set out tasks. To give orders. The store manager should not hesitate to do anything, besides the negative. The store manager should be able to control the employees, into doing their tasks. The store managers should keep eye sharp in case of an employee theft. The store manager should be able to plan out any tasks which may protect the store becoming a hazard.
The assistant manager- The quality the assistant manager should have is. To support the Store Manager in leading the Store Team through effective engagement, coaching and development to deliver great customer service, great operations and business performance. Be accountable for the store operations in the absence of the Store Manager. The assistant manager should be able to take control when the store manager is not there to set out the tasks.
Customer Sales Representative-
With your passion for movies and games you will be on the front line with our customers. Putting your knowledge and interests to use, you will be an integral part in your team hitting its sales targets. The customer sales representative should be able to talk to a customer without stammering. He/she should be updated with the store reorganising, or any new inputs. E.g. DVDs or games.
Training and directions.
Blockbuster’s customer offer is continually changing and evolving, therefore they offer on going learning and development support.
Working closely with their Operations team, the Learning and Development department prioritise making sure that all our Customer Sales Representatives are familiar with the products they sell and can tell their customers all about them.
To help new team members build the confidence to do this, they attend an offsite Sales Induction training session when they join the business, run by their Learning and Development team. This gives them time to practice approaching and talking to customers as well as providing the opportunity to gain feedback on their skills.
Employees are encouraged to make use of their in store “interactive product learning resource” to seek all the facts so when you talk to customers, you can answer any questions and tell them about their great offers.
To get an understanding of some of their training, check out some of their product learning clips. If you decide that management is for you, when you join, as well as getting to know their products, you will embark on a “12 week management induction programme” with a dedicated in-store trainer. This includes training in both operational and behavioural skills, which will enable you to continue your career with blockbuster.
Blockbuster encourage internal succession, so if you have driven and enthusiasm and wish to progress within the company, the Learning and Development team offer an extensive range of support tools such as Time Management and delegation, financial understanding as well as their 8 day offsite Horizons programme
The Learning and Development team also offer the same support should you decide that working in the Support Centre is for you. As well as coaching and on-the-job training, there will also be development workshops available. All in all, as a team member at Blockbuster, you will be supported by a group of committed and dedicated Learning and Development mentors, whose primary aim is to support the development of your on-going career within the company.
Something they might be motivated by
Discount on everything in store, this includes games, DVDs, consoles, and etc. This motivates the staff because besides the wages they are getting further discounts. They are bound to work better.
10 free rentals a week- this tells the business is great with their employees. The staff will be motivated be this because they are allowed to rent stuff for free. Who wouldn’t work for blockbuster?
Flexible working patterns. This is better when working at busy places because straight working hours without breaks meaning stress and lack of concentration. This is bad for health, which also may conclude to the business getting in trail for the court. I guess!
Competitive salary. This crucially is important. (Taylor and Hertzberg theory proves that better working and salary are the reason why the staffs works for) If you are giving a salary where the working conditions are poor, the employee has done tones of work, no breaks and etc. the employee may even take you to court. That employee will not be guaranteed to the best after starting after the following day. That employee will be providing lack of judgements of tasks, not fulfilling them; he/she will be destroying the lack of quality of staff and the store itself. So, on the other hand blockbuster has switched this around. They are giving great salary; they staff are surrounded by the stuff they mostly love. The staff are sometimes allowed to enjoy playing, watching those things even in stores. So, blockbuster are really motivating their staff in order to get the best out of them.
As a Store or District Manager you would be entitled to life assurance to the value of three times your salary. You could also participate in many of the regional incentive schemes. You would also benefit from a store uniform and would be able to join one of the stores. It is some motivation.
University/College: University of Chicago
Type of paper: Thesis/Dissertation Chapter
Date: 13 August 2017
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