Sales worker supervisors usually gain knowledge of management principles and practices through work experience. Many supervisors begin their careers on the sales floor as salespersons, cashiers, or customer service representatives. These workers should be patient, decisive, and sales-oriented.
Education and training. The educational backgrounds of sales worker supervisors vary widely. Supervisors who have postsecondary education often hold associate or bachelor’s degrees in liberal arts, social sciences, business, or management. Recommended high school or college courses include those related to business, such as accounting, marketing, management, and sales, and those related to social science, such as psychology, sociology, and communication. Supervisors also must know how to use computers because almost all cash registers, inventory control systems, and sales quotes and contracts are computerized. To gain experience, many college students participate in internship programs that usually are developed jointly by schools and businesses.
Having previous sales experience is usually a requirement for becoming a sales worker supervisor. Most sales worker supervisors have retail sales experience or experience as a customer service representative. In these positions, they learn merchandising, customer service, and the basic policies and procedures of the company.
The type and amount of training available to supervisors varies by company. Many national retail chains and companies have formal training programs for management trainees that include both classroom and on-site training. Training time may be as brief as 1 week or may last more than 1 year, giving trainees experience during all sales seasons.
Ordinarily, classroom training includes topics such as interviewing, customer service skills, inventory management, employee relations, and scheduling. Management trainees may work in one specific department while training on the job, or they may rotate through several departments to gain a well-rounded knowledge of the company’s operation. Training programs for retail franchises are generally extensive, covering all functions of the company’s operation, including budgeting, marketing, management, finance, purchasing, product preparation, human resource management, and compensation. College graduates usually can enter management training programs directly, without much experience.
Other qualifications. Sales worker supervisors must get along with all types of people. They need initiative, self-discipline, good judgment, and decisiveness. Patience and a conciliatory temperament are necessary when dealing with demanding customers. Supervisors also must be able to motivate, organize, and direct the work of subordinates and communicate clearly and persuasively with customers and other supervisors.
Advancement. Supervisors who display leadership and team-building skills, self-confidence, motivation, and decisiveness become candidates for promotion to assistant manager or manager. A postsecondary degree may speed their advancement into management because employers view it as a sign of motivation and maturity—qualities deemed important for promotion to more responsible positions. In many retail establishments, managers are promoted from within the company. In small retail establishments, where the number of positions is limited, advancement to a higher management position may come slowly. Large establishments often have extensive career ladder programs and may offer supervisors the opportunity to transfer to another store in the chain or to the central office. Although promotions may occur more quickly in large establishments, some managers may need to relocate every several years in order to advance.
Supervisors also can become advertising, marketing, promotions, public relations, and sales managers—workers who coordinate marketing plans, monitor sales, and propose advertisements and promotions—or purchasing managers, buyers, or purchasing agents—workers who purchase goods and supplies for their organization or for resale. (These occupations are covered elsewhere in the Handbook.)
Some supervisors who have worked in their industry for a long time open their own stores or sales firms. However, retail trade and sales occupations are highly competitive, and although many independent owners succeed, some fail to cover expenses and eventually go out of business. To prosper, owners usually need good business sense and strong customer service and public relations skills.