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Training Needs Assessment Exercise
HRM/300 Version 7
University of Phoenix Material
Training Needs Assessment Exercise
Instructions: Read the Grand View Grocers Corporation case.
Grand View Grocers Corporation, headquartered in Clewiston, Florida, is among the nation’s top grocery
chain companies, with over $34 billion in revenue. It operates and owns approximately 1,500 grocery
stores in 10 states and will be expanding operatons to Washington, D.C. in the near future.
Grand View Grocer’s Corporation’s operating strategy distinguishes it from other grocery chain
companies. Each grocery store has a Training and Development Methods manager that allows decisions
to be made locally, close to the client. This also makes Grand View Grocer Corporation’s service more
responsive, reliable, and empathetic to its customers.
Recently, Grand View Grocers Corporation has identified a that there is an increase in the annual
turnover rate for cashiers nationwide. The increase was found in newly hired cashiers, so it was
determined that on-the-job training was ineffective.
Under the direction of the store manager, cashiers perform a variety of tasks, including:
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Issue receipts, refunds, credits, or change due to customers.
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and
that there is adequate change.
Greet customers entering establishments.
Maintain clean and orderly checkout areas.
Establish or identify prices of goods, services or admission, and tabulate bills using calculators,
cash registers, or optical price scanners.
Issue cashier’s checks, money orders, mailing stamps, and redeem food stamps and coupons.
Resolve customer complaints.
Answer customers’ questions, and provide information on procedures or policies.
Cash checks for customers.
Weigh items sold by weight in order to determine prices.
Calculate total payments received during a time period, and reconcile this with total sales.
Compute and record totals of transactions.
Sell lotto tickets and other items to customers.
Keep periodic balance sheets of amounts and numbers of transactions.
Bag, box, wrap, or gift-wrap merchandise, when needed.
Sort, count, and wrap currency and coins.
Process returns and exchanges.
Request information or assistance using paging systems.
Stock shelves, and mark prices on shelves and items, when needed.
Compile and maintain non-monetary reports and records.
Essential cashier functions include the following:
Perform for or Working Directly with the Public — Performing for people or dealing directly with the
public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Establish and Maintain Interpersonal Relationships — Developing constructive and cooperative
Copyright © 2018 by University of Phoenix. All rights reserved.
Training Needs Assessment Exercise
HRM/300 Version 7
working relationships with others, and maintaining them over time.
Get Information — Observing, receiving, and otherwise obtaining information from all relevant
Identify Objects, Actions, and Events — Identifying information by categorizing, estimating,
recognizing differences or similarities, and detecting changes in circumstances or events.
Process Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or
verifying information or data.
Describe in 350- to 525- words the training method or combination of training methods that you would
recommend for training.
Justify in 350- to 525- words your choice of method(s).
Copyright © 2017 by University of Phoenix. All rights reserved.

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