Question
Case Scenario Paradiz is a six-year-old company in Singapore with about 300 sales executives that promote and sell various club and lifestyle memberships. It has
Case Scenario
Paradiz is a six-year-old company in Singapore with about 300 sales executives that
promote and sell various club and lifestyle memberships. It has a high turnover every
year with the majority from new hires whose two-year contracts are not renewed due
to poor performance. As Paradiz has a policy to pay market-rate compensation,
commission and benefits, the new HR director suspects the problem lies with the
recruitment and selection processes. No validation study has been conducted on the
selection system.
1. Job description of a sales executive:
a. Role and responsibilities:
i. To make cold calls, follow-up calls, attend events, and be deployed at
clubs and resorts to meet and engage with clients.
ii. To connect with clients and understand their lifestyle needs.
iii. To promote and sell club and lifestyle memberships that cater to clients'
needs.
iv. To promptly attend to queries and de-escalate complaints from clients.
v. To carry out the processing of sales and related admin work.
b. Requirements:
i. At least a Diploma or A-level certificate; a university degree is
preferred.
ii. Working experience in sales or customer service is preferred.
iii. Possess good communication and interpersonal skills.
iv. Willing to work overtime and shifts, including weekends and public
holidays.
2. An applicant must fill up an application form that asks for his/her name, gender, age,
photograph, educational qualification, work experience, criminal record (if any), and
contact details. Applicants are screened and prioritised for interview.
3. The interviewer panel is made up of a team manager, a senior sales executive, and a
HR specialist. The only instruction is to assess the candidates' (a) ability to speak and
communicate their thoughts well, (b) high energy level, (c) likeability, and (d)
willingness to work hard. Immediately after the interview, the interviewers discuss their
assessments to arrive at an overall score: (1) very weak, (2) weak, (3) average, (4) good,
and (5) very good. At the end of all the interviews, those who scored (5) and (4) are hired. If there are still vacancies, those who scored (3) with higher educational
qualification are considered.
4. The HR director analysed some data from the last two years (see results in the table
below).
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