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?