Table of Contents

I.

Introduction..............................................................................................................................1

II. Analysis....................................................................................................................................1
1.

Prepare documentation to select and recruit a new member of staff....................................1

2. The impact of legal, regulatory and ethical considerations to the recruitment and selection
process.........................................................................................................................................4
3.

Take part in the selection process.........................................................................................5

4.

Evaluate own contribution to the selection process............................................................13

III.

Conclusion..........................................................................................................................14

References......................................................................................................................................14

I.

Introduction

As the part of Human Resources Department at FPT Shop, the company has mission for
employers to recruit more staff for the FPT Shop, so the employers need to have many
experience about recruitment and operate the interview for recruit new staffs. In this assignment,
as an employer of FPT Shop, the author will discuss about recruitment and selection process in
recruit new employees for the FPT Shop

II.

Analysis

1. Prepare documentation to select and recruit a new member of staf

a. Recruitment procedures
FPT shop need to recruit 3 positions for sale staffs, and the company has six candidates are
preparing for this positions. Therefore, the company need to operate the interview for select three
person applied for sale positions and the others person that not meet the company requirement
must leave. To easy find the suitable candidates with the ability and achieve that meet the
requirement of the company launched. The company decided to interview one by one and then
conducted interviews with groups to find out the critical positive skills and how to solve the
problem of each candidate. Therefore, the company would evaluated and given results.

b. Job description and job requirement

Factor
Job description

Content
- Trying to keep the working environment tidy and clean.
- Making sure that all of items or products are located in their
specific locations.
- Supporting customers determine items or maybe look for

appropriate alternatives.
Taking part in regular staff meetings.
Positively carried out establishing more efficient customer
service skills.
Becoming experienced in the advantages as well as functions of
each product.
Contacting executives about customer issues and personnel
concerns.
Greeting customers with a good manner.
Keeping a passionate as well as positive attitude.
Delivering reliable and constructive suggestions for customers
about the ideal products that suit the customers requirements.

Job requirement

Skill:
Interpersonal:
- Need to have the good ability and skill in negotiation and
convince customers, build good relationships with customers.
- Good communication skills in English
Organization:
- Have ability in team work, help each other to develop the
company.
Personal:
- Have good skill in analyze the data.
- English level minimum of 6.0 IELT.
- Can self-managed time for individual when working in high
pressure.
Attitude/Ability:
- Passionate about the job, can stand with high pressure in work.
- Openness and friendly with customer, try to stay calm and
patient handing when conflict with customer.
- Working seriously, always take responsibility when assigned
job.
- Honestly, loyalty, and confidence is needed for the company.
Knowledge:
- Graduated from high school or university.
- Have good experience and knowledge about retail sales (If
recruiter does not have any experience about retail sales, the
company will operate the train about retail sales for suitable
with the new employees).
c. Person specification
After work and make decision in interview plan, the interview group has set the mission and
object for the new salesperson.
Mission: The shop need to recruit three salesperson with have knowledge in retail, the
salesperson should have knowledgeable in the products that they are selling.

Object: FPT shop have problem with the customer, customers keep complaining about the old
salesperson of the shop is working not good such as support to the customer is still slow, rude,
not active in contact with the customer. Therefore, the shop want to have three new salespersons
that meet three factors: Communication, Customer service, and Save time for support
customer to improve the work performance of the shop and resolve the problem with customer.
-

Communication: for the salesperson, communication with customers always happen

when working in the shop, so the communication skills must be very good. In FPT shop,
the salesperson need to have knowledge about tech items, electrical appliances, etc. to
advise and convince the customer; the salesperson need to focus on customer demand,
advise them to buy right product, suitable with their demand.
Customer service: for the retail store, customer service is the most importance. With
FPT shop, the company services is support to the customer about tech items, product
warranty, etc.; the salesperson of the shop need to have ability to support the customers
immediately when they need. Otherwise, come to support customer when they confuse
about choose the right product for themselves is important of salesperson. So the
salesperson in this shop need to do well in support customer.
Save time for support customer: in the customer service, the salesperson need agile in
support customer, agile to understand customer immediately to support customer in select
product, or service. It will help customer is not waste time in select or buy product, and
service.

Based on mission and object that the shop create, the shop will create a personal specification for
salesperson position.
Physical
attributes

Attainments

Intelligence

Aptitudes

Essential
Desirable
- The customer
- Age 18-25
need to have
good
communication
skill
- Good health is
needed when
working
- The salesperson
- The staff have
need to have
good marketing
knowledge of
experience and
retail
knowledge
environment
- The staffs need
graduated high
school or above.
- The staff need
- The staffs could
to have social
analytical
skills for
abilities such as

Contra-indicated
- Age under 18
- Chronic illhealth and
absence

The staff is not

have knowledge
about retail
environment

The staff have

bad social skills
for customer

customer
relations
Interests

Disposition

Circumstances

The salesperson
need to have
team work
interest
The salesperson
need to have
team player

The staff is able

to work late,
work in high
pressure
d. Internal and external recruitment

problem solving
The staffs has
knowledge
about IT

The staffs can

give new idea in
improve work
performance
and profit of the
shop
The staff can
work in
multiple shifts

relation

The staff have

Solo interests
only

The employee
cannot take
responsibility in
working

Internal: Internal recruitment occurs when a vacant position is filled by one of the existing
employees. It generally applies to those jobs where there is some kind of career structure, as in
the case of management or administrative staff
FPT shop can have internal recruitment through create and develop job posting system that the
staffs can read it in the shop. The shop can create bulletin boards, an interoffice email that
include a job description, employee eligibility criterial, it can help the staff can understand and
apply in the new position that they want. The company can interview and select the staff for new
position through the ability in working of each staff because they know each other about each
ability of the employees, the company can base on that to assign employees to new position who
want to apply. Otherwise, if the company use internal recruitment, it can quick and inexpensive
and no induction necessary, and reduces the risk of employing the wrong person. However, it is
limited number of application, and sometime external candidates might better than old staff.
External: External recruitment occurs when an organization seeks to bring in someone from
outside the organization to fill a vacancy.
FPT often use external recruitment to recruit potential candidate for work in the company. Its
wider pool of labor, may be necessary to restore manning levels, depleted by employee wastage
and internal promotion policies. Furthermore, FPT can inject new blood into the enterprise,
external recruits bring new ideas and different approaches to the job, make the company have
more idea in develop the product and service. However, some disadvantage of external
recruitment can effect to FPT, it can be long and expensive process and induction is still
necessary, and increased risk of employing the wrong person.
e. Advertising the position

The company decided to write and post the job description by use google doc. Otherwise, we
also use some websites such as: Facebook.com, tuyendung.fptshop.vn, etc. Below is the structure
of advertising recruitment.

2. The impact of legal, regulatory and ethical considerations to the

recruitment and selection process
For the recruitment and selection process, there are the impact of legal, regulatory and ethical
consideration that have the large impact with the company recruitment and selection of the
company. Follow the Equality Act, it effectively consolidates all the previous equality legislation
and brings consistency it also introduces some new concepts, the most notable of these being
protected characteristics: age, disability, gender reassignment, marriage and civil partnership,
pregnancy and maternity, race, religion or belief, sex, sexual orientation. Furthermore, there are
some discrimination within the Act that impact to the recruitment and selection process. (BPP
Learning Media, 2013)
-

Direct discrimination: Direct discrimination occurs when someone is treated less

favourably than another person because of a protected characteristic they have or are
thought to have, or because they associate with someone who has a protected
characteristic. This definition of direct discrimination applies to all protected
characteristics.
Discrimination arising from disability: This states that it is discrimination to treat a
disable person favourability because of something connected with their disability. In such
cases the reason for the treatment does not matter; the question is whether the disabled
person has been treated unfavourably because of something arising in consequence of
their disability.

Associative discrimination: This is direct discrimination against someone because they

associate with another person who possesses a protected characteristic. Prior to the Act
this already applied to race, religion or belief and sexual orientation. The Act extended
this to cover age, disability, gender reassignment and sex. However, associative
discrimination does not include marital status or civil partnership.
Perceptive discrimination: This is direct discrimination against an individual because
others think they possess a particular protected characteristic, even if they do not possess
the characteristic.
Indirect discrimination: it is where a provision, criterion or practice is applied to all
employees and those with a particular characteristic are placed at a disadvantage.
Harassment: there are three sorts of provocation: include undesirable behaviour, lewd
behaviour, treating somebody positively.
Victimisation: Victimisation arises when the employer subjects the employee to a
detriment because the employee has done a protected act or because the employer
believes that the employee has done or may do a protected act in the future.

In the recruitment and selection process, the FPT interviewer try to create the comfortable
environment for the candidates, make them feel comfortable when communicate and answer all
the question from the interviewer. All circumstance and question that the interviewer gave to
candidate is not involve to some concepts such as age, race, or sexual orientation. It proved that
the interviewer was not have discrimination with each candidate in the interview, the
interviewers try to create comfortable environment, make candidate feel confident with their
answers. Through that, the interviewer can collect right answer about candidates, based on that to
evaluated ability of each candidate, easier in select the potential candidate for the job.

3. Take part in the selection process

a. Procedure
In the process of planning for recruitment interview and selection, FPT shop has set up a group
include 8 people: Bui Quoc Viet, Duong Thanh Long, Le Tung Lam, Nguyen Thanh Tuan, Do
Duc Long, Nguyen Dinh Long, Tran Van Cuong, and Nguyen Van Hung. Each people have
difference work in planning for perfect recruitment interview and selection.
Bui Quoc Viet, Duong Thanh Long, and Nguyen Van Hung would take responsibility to
designing the interview questions and circumstance to base on that, evaluate a salesperson.
Nguyen Thanh Tuan, Nguyen Dinh Long, and Do Duc Long will take responsibility to post the
advertisement of recruitment on the website to look for candidates. Any the data and information
of candidate who registry to apply in FPT shop will scan by all members of the group, removing
the file cannot meet with the requirement of salesperson in FPT shop. After choosing the
candidates who meet the requirement of the company, we will call or leave the message to them
and create an appointment for interview such as time, address, etc.
Le Tung Lam and Tran Van Cuong will take responsibility to review and evaluate each candidate
through how they answers the questions, respond to circumstances that interviewers ask, and
reaction of each candidate in the interview.

After the interview, all of members in the group will have meeting about select the potential
candidate that suitable to the sale position.

b. Selection process
The FPT shop interviewers group has 6 steps include interview, evaluate, and recruit the
candidates who have meet all essential condition to work in FPT shop.

Step 1: For find out the potential ability of candidates for the salesperson, the interviewers
group planned to designed suitable question to test criterial of a salesperson. Otherwise, we
prepared some situation question and unexpected circumstance for the candidates.
Interview question
Question
1. We allow you to spend 20 second for
introducing yourself

Purpose
The interviewers want to check how each
candidate is use their less time to prepare,
give the interviewer about themselves
information (as well as in advising the
customer, saving time and offers effective

2. Did you have any experience of sale

before?

information)
The interviewers want to check the
experience of each candidate have really
useful for salesperson or not, based on that

the company can prepare for candidates the

training period with the candidates did not
3. Could you tell me 3 reasons for
choosing FPT shop?
4. If you are accepted, what is your
expected salary in FPT?

have experience before.

The interviewer want to check that
candidates understand FPT shop or not. Do
they really love a sale or working at FPT?
This question is mainly to assess the
confidence in the ability of each candidate,
their ability deserves how much money,
what they expect when working in FPT (the
case with CV design is very beautiful, but
expect only a moderate salary, means that
they are not confident, or the CV did not

5. In your opinion, what is a sale

person has to do?

make by them)
If a candidate has experience about sale,
they will answer without interruption and
show the professional in his/her-self, with
the candidates did not have any experience,
the interviewers will check their knowledge
about what the work that a salesperson has

6. Could you tell me some or one

to do.
In addition to understand FPT, we want to

weakness is presenting in FPT shop?

evaluate candidates want the donation to

If it has, Can you share your opinion

the company or not. And the quick reply

to against that weakness or

will be appreciated by the interviewers.

improvement?
Situation question
Question
Purposes
1. Company requires your attendance
If candidates think fast to answer this
in the conference tomorrow, but you

question, the interviewers will evaluate the

have a date with someone or an

accuracy of the answers is high, and they

appointment with other at the same

want to know that candidates work

day and same time with the

priorities of the company or an individual.

conference of company, and that date In addition, the interviewers will also
is quite important? Which one do

consider the explanations of the candidates,

you want to choose? Love, family or

it is appropriate to make a good decision, if

company? Can you explain?

the reasons are not suitable or answer "try

2. A customer want to buy an IPhone 6

to pass", they will not appreciated.

A salesperson must have good

plus 64GB, he likes to buy one

communication skills and ability to

immediately, but FPT shop is not

persuade and convince customers well.

having that mobile phone at the

After the answer to this situation, the

moment, there are only have IPhone

interviewers can assess how that candidate

6 plus 32GB and 128GB. The point

persuade and solve the problem about

of it, how do you persuade him to

customer.

changes his mind and buy another

one which is lower or higher
memory? If he did not agree to buy
another one, how can you talk and
make sure that he will comes back
later right after IPhone 6 plus 64GB
was imported, instead of going to
Thegioididong or Nhatcuong
3

mobile?
I give you a mobile phone. Can you

The interviewers want to examine how to

take it and persuade me or make me

"offer" of candidate, it is boring or is

feel interest?

causing curiosity and excitement to

customers.
Unexpected circumstance

Case
We tried to create an unexpected situation

Purpose
Evaluate how the candidate solve the

while talking with candidates, Duc Long is

problem with hot-temple customer, can

an actor and he played the difficult

he/she keeps calm and patient while

customer, he got a trouble about his mobile

customer is complaining. The interviewers

phone which is phone that he bought in 2

appreciate the candidates can help

days before. Then he pointed Dung who is

customers reduce anger first, and then

the staff has gave the advice for Long to

explain and convince customers gently

buy that mobile phone. Normally, he should

have met the manager directly, but he only
made difficulties to Dung

Step 2: After posted the JD to the website about one week for recruit, all members in the
interviewer group will check the number of candidates apply for the job, as the result we
choose 6 candidates that going to interview: Tran Viet Dung, Dao Truc Ly, Tran Ha Thao
Huong, Trinh Quynh Mai, Pham Hoang Long, and Tran Thi Hao. The interviewers was going
to arrange an appointment immediately after selected candidates, we would called all
candidates to interview at 10 am on March 10th 2016, which is about the time that each
candidate can comfortably arrange a time.
Step 3: Starting to the interview process, the interviewer will begin to work interviews one
by one first, it will help the interviewers assess personal skills of each candidates, and
passionate in this job of each candidates. The interviewers will ask each candidate by use 6
interview question from above to find out the communication skills, negotiation, the
confidence, and attitude of each candidate. After that, the interviewers will calculate their
honesty by interviewed group, the interviewer will give situation questions for each
candidate. Based on situation questions, the interviewers can evaluate the interpersonal skills
of each candidate such as manage time in working, ability to work under pressure, IQ, agility
in all cases, and ability to work independently of each candidate. During talking with
candidates, the interviewers will start to give unexpected circumstance. They will send an
actor (Do Duc Long) plays in role as hot-temple customer who want to complain about the
product. He will random to point someone in the candidates group who will be his victim as
the salesperson sold the product to Long. Candidate will has a chance to solve the unexpected
circumstance. The interviewer will watch the reaction from candidate, can they keep calm or
not, and how they can handle and solve this problem. As the salesperson, they will meet
many other difference situation that can take high pressure to them. The interviewer will base
on this circumstance to evaluate about the candidates.
Step 4: The interviewer group will divide 4 members in the group included: Nguyen Dinh
Long, Duong Thanh Long, Bui Quoc Viet, and Nguyen Van Hung to ask the interview
question and situation question to the candidates. Beside, Cuong and Lam will sit outside,
listen, and watch carefully the reaction and the answers of each candidates. Then, they will
evaluate each candidate to the criteria of salesperson. This table below is the ability evaluate
of each candidate that the group has evaluated.

A.S.K
Criterion
Attitude Work

Dung
Dung

Ly
Ly can

Hao
Hao is

Huong
Huong did

Mai
Mai is

Long
Long

/Ability

independe

usually

work

quite

not show

flexible,

could

ntly

works

independe

self-

that she

and she

work

flexibility,

ntly

consci

can work

showed

indepen

he tries to

effectively ous

independen that

connect

tly, she still

teamwor

people

lack of

k and

together.

ability

indepen

about

dent

working

work,

dently.

she can
handle
Honestly

He

She was

She is

She

the both
She tried He

answered

not really

very

answered

to avoid

all

honest

kind

all question the

question

right after

and

correctly

privacy

question

correctly

answer

honest

what she

question

what he

the

has

honestly

has

question

but he

of Viet

felt not

(have you

comfort

ever had

able.

answere

sex
Confidenc

he

before?)
she was

She

She still

She was

Lack of

answered

not

was

lack of

confiden

experie

in fluent.

confident

not

confidence

nce

She was

She have He

Very

confid

confident

ent
enoug

Attitude

Comfortab

She has a

h
She

Skill

when

le, special

bad

always

working

when

temper

very quiet,

a bad

always

tried to bad

attitude

showed

solving the

keep

attitude

when

his bad

problem of

calm

with a

meeting

attitude

customer

in each salesperson difficult

for each

in real case

situati

custome

situatio

Manage

he did not

Similar to

on
She

Similar to

r
Mai

n
Similar

time in

has any

Dung

said

Dung

could

to Dung

working

experience

that

control

as a formal

she

her time

employee,

can

as the

so it hard

control

ways

to evaluate

her

that she

time,

worked

and

before

she
used
20
second
s to
introdu
ce
herself
quickl
Communi
cation

Good

Not good

y
Not

She lack of

enough

good

confidence,

commu

enoug

so her

nication

communica

skill is

tion skill

not

was not

good

Good

His

Knowle

She can

enough
He said

handle it

that

Ability to

he can

She could

work

control his

not handle could

not work

under

emotion,

the work

handle

under

depend

pressure

easy to

under

the

pressure

on each

work

pressure

work

work

under

under

was

pressure

pressur

assigne

Fast

Normal

e
Norma

slow

fast

d
Normal

Medium

High

Medium

Agility in

She

good
She could

all cases
IQ

Medium

High

l
Mediu

EQ

High

Low

m
mediu

low

Medium

medium

Have not

She has

Have

yet

experien

not yet

dge

Experienc

Have not

Have not

m
Have

yet

yet

not yet

ce of
sales
about 1
year
before.

Step 5: After all the interviewer evaluate and analyse all of candidates, we will make a
general comment for each candidate and make a decision to select who pass the interview
and who fail the interview.
o The candidates were passed the interview: Dung, Hao, Mai
- Dung: He has ability to handling all the situation that interviewers gave, all of his answer
was quite logical. He has good communication skill, honestly, confidence when contract
with customers. Furthermore, he handled the unexpected circumstance pretty good.
- Hao: Same to Dung, she has ability to handling all the situation that interviewers gave.
She is honestly, and gentle when contract with customer. However, her personality is too
kind, and not confidence too much so when communicated with customer, she still shy.
But the company can be trained to solve all of that factors.
- Mai: Since she has previous work experiences, so she has good skill in communication
and handle very well the situation. However, she has problem in handle her emotions
when face to complicated circumstance or meet hot-temple customer. But, as the

evaluation of the group, she is potential candidate so the company can trained her to solve
all of problems she has.
o The candidates were not passed the interview: Ly, Huong, Long
- Ly: She has ability to handle the situation very well, but the communication skill was not
good. Furthermore, she lack of confidence when face to customer and handle unexpected
circumstance. She is always angry, cannot handle her emotion when facing with
unexpected situation or hot-temple customers.
- Huong: Sine the ability to communicate is not good, lack of confidence, so she could not
handle the situation well.
- Long: Ability to handle situation is very good, but sometime he answered digress.
Furthermore, with the attitude is not serious when interviewing, it can lead to not working
serious, focuses at work.
Step 6: After evaluate and select the candidate, the interviewers were going to talked to each
candidate about who is pass and who is fail, and give them the reason about why they pass
and why they fail. With three candidates has been passed this interview, three of them still
need more training about this job, the interviewers will send mail about time to work and
rules to each candidate.
c. Cost Per Hire
With purpose to achieve the interview successful, the interview group also discuss about some of
the costs are incurred. This table below will be the cost per hire of this interview:
Recruiting source

Google doc

Facebook

FPT University
website
1
6
3
10.000VND
30.000VND
70.000VND

Document generated
1
1
Interview offer accepted
6
6
Accept employment offers
3
3
Pens
10.000VND
10.000VND
Cost for
A4 Papers
30.000VND
30.000VND
prepare
Coffee
70.000VND
70.000VND
interview
Print the
24.000VND
24.000VND
24.000VND
process
examinations
Hall rental
N/A
2.000.000VND
3.500.000VND
Water
10.000VND
10.000VND
10.000VND
Post costs
N/A
N/A
500.000VND
Total
144.000VND
2.144.000VND
4.144.000VND
Cost per hire
48.003VND
714.670VND
1.381.337VND
After analysis and finish the discussion, the interview group made decision to choose Google
Doc because the cost per hire is lowest, save budget for the company. Also, Google Doc is very
convenient for candidates who want to look for job.

4. Evaluate own contribution to the selection process

About the contribution to the selection process of myself, my main role is evaluate and analysis
the answers and reaction of each candidates in the interview, give decision to choose the
potential candidates. Furthermore, I also contributed in design the question and situation for the

interview, share my ideas in design the question. During the interview process, I and Cuong has
divide the evaluate work to easier in analyse each candidate. Based on the interview question,
situation, and unexpected circumstance, Cuong and I can easily find how the candidates express
feelings, and true reaction of each person in the interview, so the evaluation will be easier.
However, amount of question were not enough to me and Cuong in evaluate the true ability of
each candidates such as team work. Furthermore, some question is easy to answer, so all of
candidate can answer easy. Therefore, the results were collected have quite similar results, they
does not different too much about the ability of each candidates, so it hard to make decision to
choose good candidates.
If we have a chance to operate more interview in the next time, we will check the question
carefully, give harder situation and circumstance, and give real case to help the candidate show
their team work ability. However, it was the successful interview in this time, and we will take
experience to operate interview if have next time.

III.

Conclusion

After this assignment, the learner can learn more about the recruitment, selection and retention
procedure. One a person is recruited, it is managements responsibility to ensure that the
individual is retained. A retention strategy will ensure the employees needs are satisfied and
means are found to keep him or her motivated towards achieving the organisations goals. The
recruitment and selection process is covered by legislation that relates to equal opportunities and
discrimination. However, most organisations will go beyond the requirements of equal. Through
this assignment, the author also have more experience and knowledge about how to operate
interview, and the importance of human resource recruitment in the enterprise.

References
BPP Learning Media. (2013). Management: Leading People And Professional Development.
London.