Please ensure you read the case carefully and answer the questions completely and thoroughly. You may start with answering the case questions first or you can move to the multiple choice, true/false, and multi-select test questions and come back to the case. The case questions should take you about 15-35 minutes to complete with the remainder of the exam time for the multiple choice, true/false and multi-select. Question 49(21 points) Bob's Bath \& Body (located in B.C.) is a bath product specialty store which focuses on providing extensive selections of soaps, bath accessories and body creams to their customers. They have two locations - one in Oak Bay and one in Esquimalt. Both locations are in outdoor malls. The business is non-unionized and has been operating for 8 years and both locations are profitable, but each has some human resources issues that need addressing. Each location has nine (9) staff consisting of a store manager, two shift supervisors, three full-time customer service reps, and three part-time customer service representatives. Customer Service Representatives (CSR's) make $16/hr. The Esquimalt Store Manager, Delilah, has called vouto inguire Bob's Bath \& Body (located in B.C.) is a bath product specialty store which focuses on providing extensive selections of soaps, bath accessories and body creams to their customers. They have two locations - one in Oak Bay and one in Esquimalt. Both locations are in outdoor malls. The business is non-unionized and has been operating for 8 years and both locations are profitable, but each has some human resources issues that need addressing. Each location has nine (9) staff consisting of a store manager, two shift supervisors, three full-time customer service reps, and three part-time customer service representatives. Customer Service Representatives (CSR's) make $16/hr. The Esquimalt Store Manager, Delilah, has called you to inquire about a number of issues at their location: A) Head office is supportive of increasing incentives/benefits (but will not increase any wages) as long as sales increase but Delilah has no idea what to offer. They currently have Employer/Employee shared benefits for full-time employees ( 25% Employer paid 75\% Employee paid), Bonuses (which no-one has achieved), and 15% employee discounts. What specifically would you recommend based on the course content covered under Rewards \& Recognition (Compensation based on the course A) Head office is supportive of increasing incentives/benefits (but will not increase any wages) as long as sales increase but Delilah has no idea what to offer. They currently have Employer/Employee shared benefits for full-time employees (25\% Employer paid 75\% Employee paid), Bonuses (which no-one has achieved), and 15% employee discounts. What specifically would you recommend based on the course content covered under Rewards \& Recognition (Compensation and Benefits) and provide a rationale? B) After conducting several exit interviews and an employee satisfaction survey, the results have identified that the customer service representatives do not feel they have the skills needed to reach their sales goals. This is supported by the fact that no employee has ever received a bonus for reaching their sales goals- bonuses can be up to 10% of monthly satary. Delilah needs to create a training plan to increase sales but has no idea what specific steps she needs to make in creating one. How do you recommend she approach this - using your own words, what specifically should she include in her training plan and why? C) During exit interviews, former employees reported that they did not understand how their role tied to organizational goals. Currently, employees do not have performance reviews - employees seek informal feedback from their manager, supervisors, team members and customers but nothing formal has been B) After conducting several exit interviews and an employee satisfaction survey, the results have identified that the customer service representatives do not feel they have the skills needed to reach their sales goals. This is supported by the fact that no employee has ever received a bonus for reaching their sales goals-bonuses can be up to 10% of monthly salary. Delilah needs to create a training plan to increase sales but has no idea what specific steps she needs to make in creating one. How do you recommend she approach this - using your own words, what specifically should she include in her training plan and why? C) During exit interviews, former employees reported that they did not understand how their role tied to organizational goals. Currently, employees do not have performance reviews - employees seek informal feedback from their manager, supervisors, team members and customers but nothing formal has been implemented. Based on the information provided in the case and in your course content - what specifically do you suggest they implement and why