els, and understand how their needs and the rewards that they desire are linked to goal achievement. Body Shop International is expecting its employees to help customers with a better understating of the products and make informed purchase decision. To help its employee achieve this goal, fist, there always are information sheets provided with products to familiarize customers with the products, second, the company provides extensive amount of information regarding the products in its shops for customers to browse through (the information is provided in the form of note cards and pamphlets with colorful stories and graphics for easy understanding), finally, employees will go through carefully designed training process that will equip them will necessary knowledge of the products rather than teach them how to push customers for the deal.Reference:Chapter 13, Selected Chapters from Management, Third Edition, Kathryn M. Bartol and David C. Martin, Mcgraw-Hill 2000...
