Running head: MGT 210 WEEK 5 ASSIGNMENT

MGT 210 Week 5 Assignments Brandon Nichols MGT 210 9/30/2012 Linda Wellborn

MGT 210 WEEK 5 ASSIGNMENT Abstract

The purpose of this paper is to outline a 3 day orientation program for a newly hired employee in a retail establishment. For the purpose and detail of this assignment I will be outlining an orientation that I would use in a cellular phone retail store.

MGT 210 WEEK 5 ASSIGNMENT MGT 210 Week 5 Assignments Welcome to ABC Cellular. My name is Brandon Nichols, and I will be your direct supervisor during your training period as well as corporate trainer. During the next 3 days we will touch on many topics that will enable you to be a top performer at ABC Cellular. A tentative schedule for the next 3 days will be as follows. Day 1 Welcome Company objective explanation History Break Job Functions HR Paperwork Benefits Lunch Trusted advisor vs. Salesperson Engage customer Why make recommendations rather than a sales pitch Confidentiality

Day 2 Products Activation systems Sale system

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Day 3 Company procedures Cleanliness Thank you cards Special orders Inventory Closing Procedures

Day 1 Welcome to you first day here at ABC! In the next three days we will be covering a lot of information that will aid you in you success here at ABC. Please remember that I am here to answer your questions while training. The key to being successful at ABC Cellular is found in our companys mission statement. Our mission at ABC Cellular is to make every transaction and experience rewarding to all stakeholders involved. What does this mean to you as an employee? The intended meaning of this is that every transaction is to be of the highest quality making it a positive experience for the customer, employee, company, and share holders. As we continue through this orientation I will give you the tools needed to accomplish this mission. ABC Cellular is a premium retailer for Verizon Wireless operating 150 locations in 7 States. ABC started in 1991 with a single location in Troy, Ohio. We contribute our growth and success to a strong belief in exceptional customer service and our dedicated employees.

MGT 210 WEEK 5 ASSIGNMENT As a sales representative at ABC you will be the first contact that potential customers will have not only representing yourself, but also ABC and Verizon Wireless. While at ABC some of duties of your job will be customer service, sales, organization, and inventory control. We will outline all of these listed duties in detail later in this orientation. In the next section we need to complete our employment paperwork that will include your basic information, emergency contact information, W4 form, state and local tax forms, and direct deposit information. Insurance forms. -LunchIn this section w will be discussing the vast difference between being a salesperson and being a trusted advisor. When you take the time to become a trusted advisor the customer will not only trust your advice, but will value your opinion. How do you think that this could be achieved? Engaging the customer is the first, and often one of the most important aspects of the transaction. Making sure that each and every customer is greeted in a kind and warm manner is an important part to building a lasting relationship with the customer. By talking to the customer and asking open ended questions you will be able to learn about the customers likes, dislikes, and most importantly their life. When you have successfully engaged the customer you will earn the right to then begin to ask the customer questions that will aid you in the sales process. Once you have the respect of the customer is when you can begin to make situational recommendations to the customer. Always give the customer options while letting the customer know what you recommend. Explaining to the customer how and why you came to your conclusion and how it will benefit their life. It is this exceptional customer service that will make you a customer for life. This will also help to bring in additional customer due to the word of mouth referrals that a happy customer will help you to achieve.

MGT 210 WEEK 5 ASSIGNMENT

Here at ABC as well as Verizon Wireless we take the information that we receive from our customers as well as vendors very serious. You will have access to customer information such as social security numbers, drivers license numbers, and specs, dates, and release information the must be kept secure. There is a zero tolerance policy regarding the release of any confidential information punishable by dismissal and legal ramifications. At this time if there are not any questions you are dismissed for the day. I look forward to continuing with you tomorrow.

-Day 2Today we will begin with discussing the products that you will be selling. There are 2 main areas that you will need to focus on. 1) Plans and services. a. Within this section you will need to be able to understand the plans and services offered by Verizon Wireless. Under the current plans beautiful you will need to understand the aspects of the share everything plans, and how to make adequate suggestions. Please study the current rat plan guides as well as taking the online training that covers the older plans that customer may still have. 2) Hardware and accessories. a. This section is broken down into 2 main areas and 3 sub areas. b. Phones i. Basic These phones do not have a data requirement and will generally be a basic flip or a text friendly phone with a simple mobile web and mobile email option.

MGT 210 WEEK 5 ASSIGNMENT ii. Smart 1. iPhone This is an Apple branded product and is an internet based phone giving full access to the internet, email, itunes and app store branded products. 2. Android This is a Google based product and is internet based

similar to that of the iPhone except it has access to Google Play Store which is an open market application store. c. Accessories Accessories are an important part of the overall satisfaction that a customer will experience with their new phone. This gives the customer the option to customize, and protect their purchase. Within the activation system you will be able to view the customers account, hardware, balance, and various historical properties. From this system you will be able to look up Verizon based information, form and activate new accounts, change plans, add features, and upgrade equipment. Under the information tab there is an online based training tool with various classes that I have enrolled you in that will aid you in interactive classes covering the activation system, plans, and different equipment available through our wireless venders. The sales system that we utilize is a program called RQ4. RQ4 manages our customer base, sales, returns, commissions, and inventory. This is a windows based system that is very easy to use. By following a few simple directions we will add a customer, and enter in a sales lead, and a trial sale. Click customer Add new Fill in all applicable fields. (Add yourself as a new customer)

MGT 210 WEEK 5 ASSIGNMENT Save Sale opportunity Type in details Enter in a reminder date Save New sale Scan Item Enter quantity Click price Enter $1 (You will now see a message populate telling you the lowest price that you can sell this item.) o This is important to remember and understand because this will allow you to customize packages to increase and finalize sales. -Day 3For our last day we will briefly touch on a few topics followed by a brief quiz and questionnaire. -

Cleanliness A clean, bright and inviting store is very important to a positive customer experience. Counters need to be wiped off multiple times per day, and floors need to be swept mid day and at closing. It is important that every customer through the day is able to experience the same clean and organized store as the first person through the door in the morning.

Thank you cards Each customer should receive a personalized thank you from the lead sales person within a week of purchase letting them know that you appreciate their

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business. All customers should also be contacted within 2 weeks making sure that they are completely satisfied with their purchase making sure to ask if there is anything else that we can do for them, and also to ask for referrals. Special orders Special order items can either help or hurt your business and customer. If we order a product for a customer and we fail to communicate with our fellow employees, or fail to deliver to the customer we can ruin our relationship with the customer. For this reason we have a special order log that allows us to fill on the customer information, date ordered, product description, date arrived and a numbered tag letting others know that it is a special order piece. Inventory Serial numbered inventory should be maintained by assigned employees on a daily basis, and all accessories are inventoried on a monthly basis. Closing Procedures When closing the store make sure that all floors, and counters are clean, and that trash is emptied. Cash deposited are dropped into the safe every night, and are signed off by 2 employees.

We have discussed many topics, and covered a lot of material in the past 3 days. I will be your personal coach for the next 60 days. You will also be working with a different senior staff member each week foe the next month. We are all committed to the continued success of this company, as well as your success.

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