Challenges faced by retailers to

retain frontline workers

Presented by:
Lee Wen Xuan 1001953623
Ng Su Hao 1001954355
Liew Jun Leng 1001953750
Tay Gim Hwa 1001850600
Frontline workers

• provide essential service to the

public
• higher rate of face-to-face
interactions with people
• help society function and contribute
to the economic growth
• industries: health care, education,
transportation, public safety, retail
and others
• present in many industries across all
sectors of the economy
Retail outlet
• store that sells merchandise directly to
the consumer; merchandise is
purchased from a distributor or
manufacturer
• some retail outlets are large stores
with a wide variety of merchandise,
while others are small specialty
boutiques
• located in a fixed location and often
have online stores
• job position in retail outlet: cashiers,
salesclerks, stock clerks, warehouse
packers, and delivery drivers
The importance of
frontline workers
in retail outlet
• satisfied frontline workers create
satisfied customers
• frontline workers are the face of the
retail outlet
• frontline workers know and
understand the customers’ pain
points
Challenges 1: Unable to fulfill employees’
needs
i. Can’t stop employees looking for change
ii. Employee may feel bored in short span of time
iii. Unrealistic expectation from the job
i. Can’t stop employees
looking for change
• Due to thirst for money and their own position
• Evaluate high value or low value employee who wants to
leave
• Try to retain a high value employee
ii. Employees may feel bored
in short span of time
• Due to novelty wears off
• Employees should express their thoughts clearly
• Feel unsupported
- Work than their teammates
- Lack the resources necessary to carry out jobs efficiently
- Feel that management does not care about their welfare
iii. Unrealistic expectation
from the job
• Unrealistic expectations cannot possibly be resolved
• A person needs to be mature enough
Challenges 2: Competitive working environment

i. Competitive market

ii. Competitive benefits and bonus

iii.New trend of working style

Competitive Market

• Experienced and outstanding

service crew is competitive
• Get better offer from others
competitive
• Increase frontline workers
satisfactions
• Provide attractive bonus and
benefits
Competitive Benefits and Bonus

• Not attractive benefits

• Look for better offer and leave

current position

• Motivate workers

• Set up commission to attract and

increase income
New Trend of working Style

• Follow the trend

• In charge the online

platform and

• Encourage customers to
visit their retail store
Conclusio
n
• Employees is one of most
important assets in retail
store
• Direct affect consumer
buying experience
• Understand their needs
• Continuous Communicate,
improvement
References
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B. Miller. (2022). What is a Retail Outlet? (with pictures). Retrieved from https://www.wise-geek.com/what-is-
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References
Maggie, W. (2022). Supporting Frontline Employees Must Be the New Normal. Retrieved from https://www.bet
terup.com/blog/frontline-employees
Pamela, L., & Kelly S., M. (2022). Frontline Workers in the Retail Sector. Retrieved from https://www.urba
n.org/sites/default/files/publication/100769/frontline_workers_in_the_retail_sector_1.pdf
Shetty, S. (2015, January 22). Mangmt prespectives. Retrieved from https://www.Academia.Edu/10288980
/Mangmt_prespectives
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 THE END
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