1. Briefly describe the three determinants of performance—declarative knowledge, procedural knowledge, and motivation—and based on the information provided, give examples of each for both Maria and Brian.
2. Identify the causes of poor performance for each employee, and provide recommendations to the manager regarding what can be done to enhance their performance.
Brian and Maria are both floor sales associates in the home appliance department of a large retail store in Bloomington, Indiana. Four years ago, a new training program was implemented for all new sales associates, which included detailed product information, appliance industry background information, upselling strategies, and role-playing games with tailored feedback. Brian and Maria have been working there for 3 and 5 years, respectively, and although Brian received this training and Maria did not, their sales figures have always been very similar and very average.