Training Login:    Phillips 66 | Tesoro | NWF/Circle K | NACS

Manager T.R.A.C.K.S

Training Retailers Advanced C-store Knowledge Systems

The manager development training tracks are designed for existing or new managers to

enhance their managing skills of store operations, the training tracks are broken into ½ day and

1 day training sessions depending on which training track is selected.

Manager Development Training Tracks Menu and Overview

Essential Inventory Management

Out-Of Stocks? Storage issues? Small Store? No problem. In this session, you’ll learn techniques to make the most out of the space you have in your store, everything from inventory turns, shelf space analysis, velocity reports, product placement, product variety and shrinkage measurements to gain additional profits through knowledge of your day-to-day operation.

The Better You Hire, the Fewer You Fire

One of the biggest challenges managers of a convenience store face is high employee turnover. Continual hiring cuts into profits by increasing the wage hours needed to train new employees. Knowing how to recruit a potential good employee and how to keep them longer will allow the manager to focus on store profitability. We will look at the available workforce, who makes a good recruit and where we find this person, and how do we get this person to apply with our company. Exercises include developing a job description and interview techniques that ask the questions that produce the answers they need.

Coaching, Mentoring and Training Cashiers

The key to leading a best in class team is an ongoing process. This session will teach coaching techniques that are easy and effective in everyday operations. The objective is for the staff to perceive the manager as the ship’s captain while keeping the store dynamic on an even keel. This session will work with better implementation of Store Policy and Procedure Manuals. Managers will establish the foundations of an effective 5-day employee training program. Because every person learns differently, they will also find out different methods of teaching while still being consistent.

Your Store, the Safe Way

Keeping your site, staff, and customers safe is a priority. Whether it is robbery deterrence, food safety, or even how to lift heavy items correctly, it all falls under the category of site safety. Managers will observe their role in site safety and understand the importance of a site safety plan and how it needs to be part of all employee training. They will learn steps to avoid trouble as well as develop an incident procedure if the unforeseen happens.

Building Better, More Profitable Promotions

Keeping your site, staff, and customers safe is a priority. Whether it is robbery deterrence, food safety, or even how to lift heavy items correctly, it all falls under the category of site safety. Managers will observe their role in site safety and understand the importance of a site safety plan and how it needs to be part of all employee training. They will learn steps to avoid trouble as well as develop an incident procedure if the unforeseen happens.

Understanding Store Economics

This track concentrates on the financial wellbeing of a store from the manager’s perspective. Knowing the difference between mark-up and margin is the first step in understanding where profits come from. The eight Key Business Formulas, Benchmark Guidelines, and Break Even Analysis are a key component in this training track. Attendees do case studies using shift and EOD reports.

Protecting Profits through Loss Prevention

When questioned about store losses the first response from most is shoplifting. In the convenience retail environment there are several larger areas of loss that contribute more towards lost profits. Attendees will learn how improved personnel practices, cash controls and implementation of store policies will help reduce shrink. Exercises include auditing procedures, vendor controls, how to identify shrink.

Sexual Harassment Training for Managers

Manager Training in sexual harassment in the workforce is mandated by most states. Not knowing or being trained the laws is not an acceptable excuse to the courts. Managers will learn the two types of sexual harassment, how to word questions in an interview process that comply with legal strictures, and how to conduct and document an internal investigation if a complaint arises.

Managing Merchandising Activities

Merchandising is a verb. A verb requires action. This training track focuses on the four main activities at the store to make the customer’s buying experience both enjoyable and profitable for the company. We will identify the 4Fs of merchandising and show examples of why they are important to the success of the convenience store. Managers will look at the store through the eyes of a customer and see how effective store merchandising creates a better and more profitable buying experience. Exercises include slide show examples of actual merchandising opportunities plus ways to coach employees on merchandising basics.

Managing your Premier Guestomer Service

The goal of this training track is to have you view the business through the eyes of your Guestomers and make changes in your operation that will improve Guestomer loyalty and sales and profits. Competing with chain convenience stores in today’s environment many independent operators believe they don’t have the resources available to grow their business. In this interactive training track you will determine the “needed nine” why a customer chooses a convenience store to shop. Managers will be trained on how to look at their store from a customer’s perspective and to develop a plan of action to implement systems and processes to execute a consistent positive customer experience each and every time a customer visits.

Know Your Core Products

From the Customer’s perspective, the one behind the counter should be the one with all the answers. This seminar will introduce the employee to basic product knowledge of the convenience store industry. Based on the type of c-store, we will discuss brand loyalty, fuel and oil basics, credit and loyalty card features as well as how to use existing store programs in place. Videos, quizzes, and FAQs will be used to enforce the take-aways in this session. Managers will learn how to train new and existing employees on ever changing offerings.

Preventing Complaints and Handling Unhappy Customers

Complaints cost the business in both long and short term. In this seminar, we will take the pro-active approach of preventing complaints from happening to avoid the time consuming and frustrating job of handling complaints. We will look at what it takes to satisfy a customer and how to retain them in the event there is an issue on-site. Exercises will include how to diffuse an angry customer and communication skills development.

Positive Upselling-No Questions Asked

The CSR will be the first to tell you they don’t like upselling. They feel they are pressuring their customers and they hate to constantly be told ‘no’. Managers will address the obstacles of suggestive selling, and how to re-train their employees on positive upselling techniques. Exercises include calculating the impact of an add-on sale, identifying types of purchases and bundling opportunities. Students will use role playing to better understand the LJT Management ‘Tell them don’t Sell them’© upselling approach.