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Training Checklists: Driving Compliance and Consistency
Your Presenters
John FeliceVP, Franchise Operations
Expedia CruiseShipCenters
Dan BelhassenFounder & President
Neovation
Is This You?
• Awesome initial training for
franchisee
• Franchisee pumped, takes
great care in training first few
employees
• 2 years later, each employee is
being trained “on the job” by
the previous person hired?
So…What is Training?
“The more you sweat in training,
the less you bleed on the
battlefield.”
• Unexpected situations
• Rush periods
• When behaviours need to be “automatic” (like muscle memory)
When Does it Matter Most?
Building A Training Culture
The sad truth about training:
No one that is in your organizations for more than a year will want (or think they need) training
Building A Training Culture
The solution?
• Create a culture of
continuous training
• Set expectations
• Track against metrics
• Link to outcomes
Structured Training
• A key component to a training
culture
• No secret sauce
• Just about developing a training
plan, and implementing
automation
Key steps
1. Identify roles (Ops manual a great start)
2. Identify training requirements per role
3. Identify supervisory sign off points
4. Identify metrics & outcomes
5. Feed back into the training program
Training Checklist
Training Checklist: Fina Shoes
Training Checklist: Fina Shoes
RoleR
eq
uir
em
en
t Selling Skills 1
Product Knowledge - Heels
Workplace Harassment
Prevention
Supervisor Skills
X
X
X X
X
X
X
Sales
Associate
Shift
Supervisor
The root of confidence
Speaking with customers
Handling difficult situations
Handling objections
Suggested selling
Handling Objections
• Confirming the objection
• Paraphrasing the problem
• Never contradict the customer
• Suggest alternatives
Selling Skills 1
Sample Checklist
Demonstrated ability to:
Greet customers
Inquire on specific needs
Handle objectives & successfully suggest
alternatives
Successfully upsell product
Full Checklist
Demonstrated ability to:
The root of confidence
Speaking with customers
Handling difficult situations
Handling objections
Suggested selling
Review & Refine
Test
Refine
Revise
Requires a tool to automate, distribute and track.
Next Step…Training Automation
• Define the role requirements
• Employee Role
• Sales Associate Role
• Define the training plans for each role
Next Step…Training Automation
Empower your franchisee to:
• Add their own employees
• Assign them appropriate roles
• Assign them “stretch” roles
• Report on progress
• Alerts
User & Training Management
• Integrate with operational audits
• Each audit area should have related training outcomes
Measure
Reward?
How can you gamify this process?
How can you provide:
• Intrinsic rewards (ie: sense of achievement)
• Incentives (ie: pride, raises, free lunch, buttons)
• Checklists a cornerstone of structured training
• Create a culture of continuous training to help create a culture of continuous change
• Culture of Continuous Training:
• Role based training
• Continuous learning
• Measure
• Reward
• Revise training
Repeat
Thank you!
Questions?