VIOC Assistant Manager Quiz and Flashcards

Questions and Answers

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?

Recognize and Celebrate Achievement.

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?

Help manage day-to-day operations, provide well decision-making, and implement a management style based on learning from senior members. Signup and view all the answers

How would you motivate your team to prepare for a busy day as MOD?

By maintaining a positive attitude and complimenting good performance. Signup and view all the answers

What can you do to help a service center falling below target on visual sales?

Hold CSR meeting nights to discuss strengths and areas for improvement. Signup and view all the answers

What etiquette should be used when delegating tasks?

Always use manners such as 'please' and 'thank you'. Signup and view all the answers

In what ways can a supervisor show respect to team members?

By being a good role model and staying motivated to help others. Signup and view all the answers

What should you do when an employee is bleeding badly from a cut?

Take them to the hospital if needed, and report the incident. Signup and view all the answers

What is the expected action if you notice harassment or discrimination?

Call the SCM and separate the two employees if needed. Signup and view all the answers

What should you do if an employee feels ill and needs to go home?

Address the situation by discussing their feelings and the reasons for sending them home. Signup and view all the answers

What are the first steps following a workplace injury?

Call SCM, then 1-800-Valvoline, and assess if medical attention is required. Signup and view all the answers

What constitutes a lost time incident?

Anytime a worker can't work because of an injury. Signup and view all the answers

What is the use of the EH&S checklist?

To complete monthly Environment Health and Safety checks. Signup and view all the answers

What is the process for creating new fleet accounts in the store?

Email the fleet manager or have the company contact the fleet. Signup and view all the answers

Why is it important to control labor daily at your store?

To avoid over-scheduling and ensure adequate breaks. Signup and view all the answers

What happens if the dollar limit on a company card is exceeded?

Approval is needed or it may result in a chargeback. Signup and view all the answers

How do you handle a customer complaint about a rude employee?

Apologize, address the customer's needs, and discuss the issue with the employee. Signup and view all the answers

What should be done in case of a significant inventory variance?

Investigate why the order is missing and follow steps for a small inventory variance. Signup and view all the answers

What is curb appeal?

The outside look of your store, affecting customer perceptions. Signup and view all the answers

Why is hazing of new employees frowned upon?

It can make the employee feel not part of the team. Signup and view all the answers

What should be done if a vehicle spills oil on the floor?

Contain the spill, clean it up, and report it if necessary. Signup and view all the answers

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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Description

Prepare for the VIOC Assistant Manager role with these essential flashcards. Covering mission statements and key values, these cards are designed to boost your understanding and readiness for management responsibilities. Perfect for both current and aspiring managers in the automotive service industry.

VIOC Assistant Manager Flashcards