Human Resource Management 7th Edition by Raymond Noe, John Hollenbeck, Barry Gerhart, Patrick Wright

Exercise 8

Noetron, a retail electronics store, recently invested a large amount of money to train sales staff to improve customer service. The skills emphasized in the program include how to greet customers, determine their needs, and demonstrate product convenience. The company wants to know whether the program is effective. What outcomes should it collect What type of evaluation design should it use