Questions and Answers
What does MAP stand for?
Management Action Plan
What is the price and warranty period for a used battery sold through AutoZone's Used Battery Program?
$49.99 with a 1 year warranty
An ASE certified patch increases customer trust.
True
How often should the sign walkthrough be printed?
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Hub stores help AutoZone satisfy more customers by not having parts readily available.
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What does time management refer to?
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What does a sense of urgency imply?
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What can you earn by referring a friend to become an AutoZoner?
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What is the purpose of the matrix process in AutoZone?
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What information does the store staffing report show?
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What is the function of AutoZone's training dashboard?
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What is AZ People?
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What does the approved driver program indicate for AutoZoners?
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What is involved in AutoZone's hiring practices?
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What should you do first if an accident occurs?
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What are the two types of shrink?
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What do uncredited recalls or PCIs report?
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What does the Managers Next Day Review ensure?
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What is lane accountability (LA) used for?
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What is the purpose of the product protection process?
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The 6 steps of selling include: Drop stop 30/30, scan the AZ reward card, ___, check out challenge, use proper air oil selling techniques, smile and thank the customer.
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What is the SM Fix-it-list/Captain Log?
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Study Notes
MAP: Management Action Plan
- Weekly plan for both commercial and DIY operations, serving as a newsletter.
- Outlines tasks and sets goals for the upcoming week.
Used Battery Program
- Allows relabeling and sale of used batteries under one year old for $49.99.
- Includes a one-year warranty on relabeled batteries.
ASE Certified
- ASE certification recognized by customers, enhancing trust and comfort in services offered.
Sign Walk Through
- Printed each period, providing instructions on proper sign placement in the store.
Hub Stores
- Hub stores maintain availability of parts, ensuring customer satisfaction through prompt shipping.
Time Management
- Effective and productive use of time, crucial for operational efficiency.
Sense of Urgency
- The importance of acting quickly in retail and service environments.
Referral Program
- Employees can earn up to $400 by referring friends who become new hires after 90 days.
Matrix
- Weekly process where managers verify stock counts by scanning items and adjusting quantities as needed.
- Produces a detailed item report confirming counts post-planogram completion.
Store Staffing Report
- Model indicating filled and unfilled positions, also highlighting overstaffed roles.
Training Dashboard/Parts Expert/ASE
- A resource for AutoZoners to deepen knowledge about parts and obtain parts certification and ASE certification.
AZ People
- Online dashboard providing access to benefits, time off, and direct deposit information.
Approved Driver Program
- Program validating drivers who have passed MVR checks and driving tests, allowing them to operate company vehicles.
Hiring Practices
- Candidates assessed on automotive knowledge and retail experience, followed by background checks and manager-led training.
Accident Procedures
- Immediate medical emergencies require a call to 911; non-injury incidents should involve police notification and claims reporting to DM and Gallagher Bassett.
Shrink
- Two types of shrink: internal and external. External shrink related to theft, while internal shrink can stem from administrative errors or employee misconduct.
Uncredited Recalls/PCIs
- Weekly report tracking unaccounted returns or recalls linked to employees, ensuring accountability.
Managers Next Day Review (MNDR)
- Daily verification of returns to prevent fraud, with reports filed in the Loss Prevention binder.
Lane Accountability
- Process involving auditing cash registers at shift changes to track and prevent shrink; daily reconciliations for commercial registers.
Product Protection Process
- High-value items displayed in boxes while actual products are secured in a cabinet to prevent theft.
6 Steps of Selling
- Follow six key steps to enhance customer engagement and sales effectiveness, including scanning loyalty cards and utilizing selling techniques.
SM Fix-it-list/Captain Log
- Daily posted list of tasks assigned by managers, requiring completion sign-off for accountability.
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Description
This quiz covers essential management practices in retail operations, including time management, referral programs, and customer service strategies. It also discusses the importance of certification and proper procedural instructions within a retail environment. Test your knowledge and improve your operational efficiency with this comprehensive assessment.
