Podcast
Questions and Answers
What is the mission statement and contribution of the service center?
What is the mission statement and contribution of the service center?
To be the quick, trusted, easy way to prevent costly and inconvenient breakdowns.
What is one value that encourages recognition and celebration of achievement?
What is one value that encourages recognition and celebration of achievement?
Recognize and Celebrate Achievement.
What is the key difference between a Senior Technician and an Assistant Manager?
What is the key difference between a Senior Technician and an Assistant Manager?
More trust is involved with the Assistant Manager position.
What responsibilities does an Assistant Manager have in the store?
What responsibilities does an Assistant Manager have in the store?
How would you motivate your team to prepare for a busy day as MOD?
How would you motivate your team to prepare for a busy day as MOD?
What can you do to help a service center falling below target on visual sales?
What can you do to help a service center falling below target on visual sales?
What etiquette should be used when delegating tasks?
What etiquette should be used when delegating tasks?
In what ways can a supervisor show respect to team members?
In what ways can a supervisor show respect to team members?
What should you do when an employee is bleeding badly from a cut?
What should you do when an employee is bleeding badly from a cut?
What is the expected action if you notice harassment or discrimination?
What is the expected action if you notice harassment or discrimination?
What should you do if an employee feels ill and needs to go home?
What should you do if an employee feels ill and needs to go home?
What are the first steps following a workplace injury?
What are the first steps following a workplace injury?
What constitutes a lost time incident?
What constitutes a lost time incident?
What is the use of the EH&S checklist?
What is the use of the EH&S checklist?
What is the process for creating new fleet accounts in the store?
What is the process for creating new fleet accounts in the store?
Why is it important to control labor daily at your store?
Why is it important to control labor daily at your store?
What happens if the dollar limit on a company card is exceeded?
What happens if the dollar limit on a company card is exceeded?
How do you handle a customer complaint about a rude employee?
How do you handle a customer complaint about a rude employee?
What should be done in case of a significant inventory variance?
What should be done in case of a significant inventory variance?
What is curb appeal?
What is curb appeal?
Why is hazing of new employees frowned upon?
Why is hazing of new employees frowned upon?
What should be done if a vehicle spills oil on the floor?
What should be done if a vehicle spills oil on the floor?
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Study Notes
Mission and Values
- Mission statement: "To be the quick, trusted, easy way to prevent costly and inconvenient breakdowns."
- Emphasis on good floor control, efficient service, and timely execution.
- Core value: Recognize and Celebrate Achievement, promoting positivity after team successes.
Roles and Responsibilities
- Assistant Managers hold more trust and responsibility than Senior Technicians, including order creation, scheduling, and floor management.
- Responsibilities of Assistant Managers include daily operations management and decision-making aligned with company standards.
Team Motivation and Management
- Use positive energy and compliments to motivate staff before busy days.
- Introduce team meetings to identify strengths and areas for improvement, especially if Visual Sales are below target.
- Effective delegation involves courtesy, task sharing, and managing interpersonal conflicts through separation or scheduling adjustments.
Employee Training and Onboarding
- New employees receive introductions, assigned training, and orientations within the service center layout.
- Essential training tools include guides, certification sheets, and VIOC University resources.
- After the first week, employees must understand vital procedures like Super Pro and harassment policies.
Safety and Incident Management
- Immediate action is required for employee injuries, including hospital visits and injury reporting to SCM, AM, and 1-800-Valvoline.
- Lost time incidents hurt company efficiency and finances; it's crucial to address them quickly.
- Safety compliance involves following Super Pro guidelines.
Customer Service and Claims Handling
- Proactive responses to customer complaints, including apologies, discounts, and rectifying issues with employees.
- Differentiate between minor, moderate, and major claims, each requiring specific handling procedures.
- Use of customer service skills is vital to preserve trust and satisfaction.
Inventory and Labor Management
- Understanding inventory processes and Suggested Order Quantity (SOQ) is essential for efficient service.
- Daily labor control includes careful employee scheduling, monitoring breaks, and adjusting staffing based on service demands.
Fleet Accounts and Financial Procedures
- New fleet accounts require communication with a fleet manager; service accounts must be accurately processed.
- Adherence to budget limits on company cards prevents chargebacks and financial losses.
Store Presentation and Image
- "Curb appeal" directly influences potential customers; maintaining a clean and inviting exterior is key to attracting business.
- Address any visible concerns promptly to avoid deterring potential customers.
Personal Career Development
- Expressing passion for opportunities at Valvoline and a desire to contribute to team success reflects a strong proactive approach toward becoming an Assistant Manager.
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