Convenience Store News - July 2018 - 32

SMALL OPERATOR

Everyone can put together the basis of a
training program. You don't have to spend
a lot of money, but you may need to spend
some time. To build a training program, you
need to think about each specific job, how
that job is performed, and what you want
the outcome of that performance to be. At
its most basic, it can start off as the equivalent of a job description for the position.
When someone understands their job duties
and their objectives, job satisfaction and
retention rates go up. It is important that an
employee knows what he or she can and
cannot do and the limit of their authority
to make decisions. The more definition that
is given to the granting of the employee's
decision-making power, the more confident the employee is in handling customer
complaints, providing enhanced customer
service, and doing those things that the
customer feels is above and beyond what
was expected.
The simplest way to create training materials is to make a paper version of your
training program and requirements. Put
the job description together with a list of
objectives and expectations, add a checklist

It is very important to have
refresher courses conducted
periodically after the initial
training section is done.
to show that the trainee demonstrated their knowledge of
the tasks, and make sure that when you read it out loud, it
makes sense.
Hey presto, you will have a basic training program for
that position.
Of course, you can spend the money to develop or buy
online training programs with more sophisticated parts and
pieces. However, when you buy an off-the-shelf training
program, it lacks the special features and uniqueness that
define your company and what makes it special. Remember what I said at the beginning of this article - the most
important thing about training is conveying your company
philosophy and ideas to your employees.
An element that we have found very successful in our
business is having the completion of the training program
linked to a person's progress within the company. For
example, once a team member has completed the Customer Service Representative training section (our equivalent to the person who runs the cash register and interacts
the most with our customers), they are then eligible to
move on to the training program that provides them with
the next level of skills. That could be training in foodservice
or some other special program you have in your business.
Completing that training may make them eligible to be
trained as an assistant manager. And once the assistant
manager training is completed, they can move up to the
store manager training. This provides a path that the
employee can see, and they know what they need to do to
advance their career.
Training keeps the employee involved and it helps them
see what their career path is. It is human nature for someone to want to know what they are working toward, and
this gives them a set of objectives. An engaged employee
is a motivated employee, and a bonus to any business.
Once the training has been completed, we feel it is very
important to have refresher courses conducted periodically after the initial training section is done. For example,
when somebody completes a training program, we may go
back in 30 days and do a refresher course to remind the
employee of what they have done, and reinforce what they
have learned. This also allows the employee to give you
feedback based upon what they
have experienced in trying to
implement the information gained
during the training program to what
actually happens in the job.
Which leads us to the next element of a

32 Convenience Store News C S N E W S . c o m


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Table of Contents for the Digital Edition of Convenience Store News - July 2018

Contents
Convenience Store News - July 2018 - Intro
Convenience Store News - July 2018 - Cover1
Convenience Store News - July 2018 - Cover2
Convenience Store News - July 2018 - 3
Convenience Store News - July 2018 - 4
Convenience Store News - July 2018 - 5
Convenience Store News - July 2018 - Contents
Convenience Store News - July 2018 - 7
Convenience Store News - July 2018 - 8
Convenience Store News - July 2018 - 9
Convenience Store News - July 2018 - 10
Convenience Store News - July 2018 - 11
Convenience Store News - July 2018 - 12
Convenience Store News - July 2018 - 13
Convenience Store News - July 2018 - 14
Convenience Store News - July 2018 - 15
Convenience Store News - July 2018 - 16
Convenience Store News - July 2018 - 17
Convenience Store News - July 2018 - 18
Convenience Store News - July 2018 - 19
Convenience Store News - July 2018 - 20
Convenience Store News - July 2018 - 21
Convenience Store News - July 2018 - 22
Convenience Store News - July 2018 - 23
Convenience Store News - July 2018 - 24
Convenience Store News - July 2018 - 25
Convenience Store News - July 2018 - 26
Convenience Store News - July 2018 - 27
Convenience Store News - July 2018 - 28
Convenience Store News - July 2018 - 29
Convenience Store News - July 2018 - 30
Convenience Store News - July 2018 - 31
Convenience Store News - July 2018 - 32
Convenience Store News - July 2018 - 33
Convenience Store News - July 2018 - 34
Convenience Store News - July 2018 - 35
Convenience Store News - July 2018 - 36
Convenience Store News - July 2018 - 37
Convenience Store News - July 2018 - 38
Convenience Store News - July 2018 - 39
Convenience Store News - July 2018 - 40
Convenience Store News - July 2018 - 41
Convenience Store News - July 2018 - 42
Convenience Store News - July 2018 - 43
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Convenience Store News - July 2018 - 46
Convenience Store News - July 2018 - 47
Convenience Store News - July 2018 - 48
Convenience Store News - July 2018 - 49
Convenience Store News - July 2018 - 50
Convenience Store News - July 2018 - 51
Convenience Store News - July 2018 - 52
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Convenience Store News - July 2018 - 54
Convenience Store News - July 2018 - 55
Convenience Store News - July 2018 - 56
Convenience Store News - July 2018 - 57
Convenience Store News - July 2018 - 58
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Convenience Store News - July 2018 - 60
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Convenience Store News - July 2018 - 62
Convenience Store News - July 2018 - 63
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Convenience Store News - July 2018 - 65
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Convenience Store News - July 2018 - 71
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Convenience Store News - July 2018 - 81
Convenience Store News - July 2018 - 82
Convenience Store News - July 2018 - Cover3
Convenience Store News - July 2018 - Cover4
Convenience Store News - July 2018 - U1
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