Program by Deaf Litercy Initiative
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Thinking Skills

RSA – Thinking Skills – Problem Solving Level 1

Level 1

Retail Sales Associates must problem solve when they

  • have to manage their time when setting up displays and serving clients at the same timePossible solutions
    • may ask co-workers to help
    • may ask for overtime to finish the tasks
  • discover that merchandise has not been properly taggedPossible solution
    • put new tags on it
  • find an item left behind by a customerPossible solutions
    • check sales records to see who it belongs to, then contact the customer to tell them it is safely at the store
    • arrange for someone to deliver the item
  • find that a product didn’t arrive on time for a customer to pick upPossible solution
    • contact other stores or go see the supplier to get the product as quickly as possible

RSA – Thinking Skills – Problem Solving Level 2

Level 2

Retail Sales Associates must problem solve when they

  • see strange behaviour from customersPossible solution
    • contact security or stay near the person to stop a possible theft
  • realize the cash register does not work if the power goes outPossible solution
    • may have to complete a sale manually
    • will follow the security procedures to get customers out of the store until the power is on again

    Car Rental Agents must problem solve when they

  • realize that the car that a customer has reserved isn’t availablePossible solutions
    • contact another store to see if they have the car
    • ask the customer if another car is okay

RSA – Thinking Skills – Decision Making Level 1

Level 1

Retail Sales Associates

  • decide if they should remove items that are dirty or damaged
  • decide what the discount will be on a damaged item
  • decide if they will match a price offered by another store

RSA – Thinking Skills – Decision Making Level 2

Level 2

Retail Sales Associates

  • decide if they will accept returns or exchange the item

Car Rental Agents

  • track cars available for rental
  • decide when to stop taking reservations for certain types of cars

RSA – Thinking Skills – Decision Making Level 3

Level 3

Retail Sales Associates

  • decide how to change the setup of the store displays to fit the shape, size and store design

RSA – Thinking Skills – Job Planning and Organizing 1

Own Job Planning and Organizing

Retail Sales Associates

  • plan their workdays with supervisors
    • customer service takes first priority, with other tasks being done at the same timeExamples
      • inventory
      • promotions and displays

      They are often interrupted by walk-in customers.

  • organize special eventsExamples
    • fashion shows
    • jewelry shows
    • remodeling
    • sidewalk sales or group tours
      • planning a week or more in advance is needed

RSA – Thinking Skills – Job Planning and Organizing 2

Job Planning and Organizing for Others

Planning and working with other staff is needed to

  • count inventory
  • re-ticket all floor items meeting deadlines

RSA – Thinking Skills – Use of Memory

Retail Sales Associates must remember

  • passwords and codes that will allow them to use the computer
  • technical information of different products
  • names of repeat customers and what they like to buy
  • seller codes for different items
  • how to open and close the store

RSA – Thinking Skills – Finding Info Level 1

Level 1

Retail Sales Associates

  • contact suppliers or manufacturers to learn more about the products
  • contact branch stores to see if items are available for customers

RSA – Thinking Skills – Finding Info Level 2

Level 2

Retail Sales Associates

  • refer to product books and catalogues to find different product lines
  • read manuals to find out how to do a task that isn’t done often