Management Practices in Retail Operations

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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?

Once a period Signup and view all the answers

Hub stores help AutoZone satisfy more customers by not having parts readily available.

False Signup and view all the answers

What does time management refer to?

The ability to use one's time effectively or productively Signup and view all the answers

What does a sense of urgency imply?

To act quickly Signup and view all the answers

What can you earn by referring a friend to become an AutoZoner?

Up to $400 Signup and view all the answers

What is the purpose of the matrix process in AutoZone?

To correct and verify counts Signup and view all the answers

What information does the store staffing report show?

Which positions are filled and which need to be filled Signup and view all the answers

What is the function of AutoZone's training dashboard?

To help employees learn about the parts they sell Signup and view all the answers

What is AZ People?

An online dashboard for AutoZoners Signup and view all the answers

What does the approved driver program indicate for AutoZoners?

They have completed the MVR and required driving tests Signup and view all the answers

What is involved in AutoZone's hiring practices?

Interviewing candidates about automotive knowledge and retail experience Signup and view all the answers

What should you do first if an accident occurs?

Call 911 if someone needs immediate medical attention Signup and view all the answers

What are the two types of shrink?

Internal and external Signup and view all the answers

What do uncredited recalls or PCIs report?

How much money in returns or recalls employees completed that were not accounted for Signup and view all the answers

What does the Managers Next Day Review ensure?

Returns are done properly and are not fraudulent Signup and view all the answers

What is lane accountability (LA) used for?

Preventing and tracking shrink Signup and view all the answers

What is the purpose of the product protection process?

To secure high valued items Signup and view all the answers

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.

WITTDTJR and 123 selling Signup and view all the answers

What is the SM Fix-it-list/Captain Log?

A daily posted list of tasks assigned by the manager Signup and view all the answers

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.