management training guidebook part 1 - asm/rsm part 2

Management Training Guidebook: Part 1 - ASM/RSM

& Part 2 - RSM ONLY

10.27.20

GETTING STARTED

Saving your Guidebook

Once you have accessed the Guidebook in Prime Portal using a store iPad, tap the "share" icon in the top right corner and select "copy".

Switch over to the Notes application, and create a new note with the employee's name as the title. Then tap the next line and "paste" the document. Tap to access the document and record progress as needed.

Note: Be sure to tap "Done" to save any changes made to your guidebook.

Click Here

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GETTING STARTED

Using your Guidebook

Your guidebook is a feature-rich, interactive tool that will you will use before and after your Instructor Led webinar.

Throughout your guidebook, you will find sections that you can type your notes and activity work into. Tap inside the box to the right to begin typing some text.

At any time throughout the guidebook, you will be able to to tap on "MENU" located at the top right-hand corner of each lesson page. Tapping this will take you back to the table of contents page. Give it a try, tap the button to the right to jump you to the next page.

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Management Training Getting Started MMMEEENNNUUU

GETTING STARTED - TRAINING OVERVIEW This guidebook contains detailed instructions to guide the employee through their management training with the assistance of their RSM/DM. Below will

provide action items that should be performed over the course of the program. Self-paced activities provide developmental exercises to apply the information on their own. RSM/DM-Led activities provide interactive exercises that allows additional insight from working side-by-side with the new manager.

ACTION ITEMS TO BE COMPLETED WITH THE RSM/DM

The participant guide includes tasks that allow the RSM/DM to participate in the development of the new manager.

The new ASM/SM must receive feedback on action items to improve understanding and progression.

ACTION ITEMS TO BE COMPLETED BY THE NEW ASM/SM

The guidebook allows the trainee to use information with measurable actions and guidance from the manager.

Manager must provide feedback on action items to improve understanding and progress of the new ASM/SM.

Will also include Prime Portal, AT&T Compliance, and additional courses to supplement the development of the trainee.

SELF-PACED GUIDEBOOK ACTIVITIES RSM/DM-LED GUIDEBOOK ACTIVITES > Self-paced learning activities will be consistent through the program to

continue building the trainee’s knowledge level.

> Self-paced activities housed in the guide will be listed here. Click the

section header above to jump to the self-paced activities.

> RSM/DM-Led learning activities will be consistent through the program

to offer additional support to the new hire.

> RSM/DM-Led activities housed in the guidebook will be listed here. Click

the section header above to jump to the RSM/DM-Led activities.

TABLE OF CONTENTS

SELF-PACED ACTIVITIES

RSM/DM-LED ACTIVITES

SELF-PACED ACTIVITIES

RSM/DM-LED ACTIVITIES

SELF-PACED ACTIVITES


WEEK 1 TRAINING OVERVIEW - ASM/RSM

WEEK 2 TRAINING OVERVIEW- ASM/RSM







WEEK 5 TRAINING OVERVIEW - RSM ONLY

Management Training Training Overview - Week 1 MMMEEENNNUUU

WEEK 1: TRAINING OVERVIEW - ASM/RSM ACTION ITEMS TO BE COMPLETED WITH THE RSM/DM

Have a discussion with the trainee about what can your store work on to improve CSAT?

Show and explain how to resolve a billing issue for a customer.

Follow up with the trainee about how this position can help advance their career.

Confirm that the trainee knows what skills and behaviors to watch for when observing interactions.

ACTION ITEMS TO BE COMPLETED BY THE NEW ASM/RSM

Talk with your RSM or DM about your CSAT results. What can your store work on?

Shadow your RSM/DM as they resolve a billing issue. Take notes, jot down methods, and confirm what they can and cannot authorize.

Identify ways that this job can advance your career and life (help them see the big picture).

Observe employees interacting with customers using the correct skills and behaviors

SELF-PACED GUIDEBOOK ACTIVITIES RSM/DM-LED GUIDEBOOK ACTIVITES

• Practice Coaching• Skill Transfer• Coaching on Accessories

• Reinforce with DIRECT FEEDBACK• Observation with 3 Signature Moves

Week 1: Self-Paced Activities

LET’SFINDOUT!

Management Training Self-Paced Activity – Week 1 MMMEEENNNUUU

This document has been prepared and distributed pursuant to a strict review process. Under no circumstances should changes be made to this document without first submitting the changes for review to the author. © 2018 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

SP-ACTIVITY: PRACTICE COACHING Now that you have learned about what it means to be a great coach, it is time to put those skills into practice.

Record a video of yourself conducting a practice coaching, no longer than 5 minutes, explaining your chosen topic. You are the ASM/RSM who is coaching, while a team member is playing the RSC role.

What new insights have you gained in regard to a coaching meeting tips and best practices from creating your video?



SP-ACTIVITY: SKILL TRANSFER Perform the following actions below with an employee and use the notes section to reflect on the process

Explain what you are training, why it is important and how you will be training them on it.

Give the employee an example of what right looks like by demonstrating how the skill should be performed. May include having the employee observe a peer, complete a training course, or read an article.

Facilitate a practice session, providing feedback and coaching. May include a role play, having the employee demonstrate, debriefing a training course(s), or reviewing an action plan.

Observe the agent practicing the skill until they are able to perform the behavior on their own at the expected proficiency.

Follow up by providing feedback for both successful and unsuccessful attempts demonstrating the skill/behavior. Continue to follow up and document as needed.



SP-ACTIVITY: COACHING ON ACCESSORIES Accessories provide huge benefits to customers and are very important to our business.

In this activity have each employee: 1. Go select an accessory from a different category2. Come up with the most common objection they hear for that

accessory3. Share how to overcome that objection

Week 1: RSM/DM-Led Activities

LET’SFINDOUT!

Management Training RSM/DM Led Activity – Week 1 MMMEEENNNUUU


RSM/DM-LED ACTIVITY: REINFORCE WITH DIRECTEnsure that the new manager knows how to implement the DIRECT coaching model. The new ASM/RSM should have a coaching conversation with an employee after a transaction while following the DIRECT coaching model. Use the Documentation form below to guide the conversation.



RSM/DM-LED ACTIVITY: OBSERVATION WITH 3 SIGNATURE MOVES

Have your manager perform an observation or personally reflect on an interaction where you lead by example by personally living/modeling the signature moves. Set customer service standards and expectations to create a culture of customer service.

How does personally living/modeling the 3 signature moves set customer service standards and expectations to create

a culture of customer service in your location?

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Verify that employee has taken course 61763824 Win the Neighborhood

Confirm that employee knows how to maximize on accessories sales

Answer any questions that the trainee may have about management compensation

Confirm understanding of the employee compensation plan and training tools

ACTION ITEMS TO BE COMPLETED BY THE NEW ASM/SM

Take PLE course 61763824 Win the Neighborhood_LSO_AR

Review ASM or RSM compensation plan to maximize your personal earnings

Utilize the employee compensation plan and training tools to discuss with employees how to

maximize employee effectiveness and their earnings


• Inspire & Engage• Coaching Your Team

• Motivation and Business Impact• Review Our Promise

Management Training Training Overview - Week 2

• Align & Communicate• Maximize Accessories• Identify YOUR Goal Metric


LET’SFINDOUT!



SP-ACTIVITY: ALIGN & COMMUNICATE An effective alignment and communication strategy begins with a plan. As leaders, you must demonstrate time management skills by planning and prioritizing daily, weekly, and monthly activities.

For this exercise, use Outlook and a Plan for Success to chart out your commitments for the next calendar month, including:

1. Leadership tactics (75%)2. Administrative tasks (20%)3. Self-development (5%)

Please review the Recommended Timeline below.

Question 1 - Why is it so important to plan your month in Outlook?

Question 2 - Why is an agenda critical to the success of a meeting?

Question 3 - Why did you select the type of meeting for which you created an agenda?

Question 4 - What are some best practices applicable to the type of meeting you selected?



SP-ACTIVITY: MAXIMIZE ACCESSORIES Review the layout of all accessories in your store. Where are all the screen protectors and cases? How are they organized?

Based on your store layout, what can you do to maximize on accessory sales?

Management Training Self-Paced Activity – Week 2

SP-ACTIVITY: IDENTIFY YOUR GOAL METRIC & CURRENT SITUATION


• Understanding store’s currentlysituation (trends), what are yourstore’s top 2-3 current opportunities?

• What employees are hurting thesemetrics? What employees are helpingdrive it?

• What behaviors drive these metrics?

• What is the action plan?

• How can I utilize those excelling inthese metrics already?

• What behaviors will help thosecurrently hurting in these metrics?

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Navigate to your Stores Portal page



SP-ACTIVITY: INSPIRE & ENGAGE YOUR TEAMTwo Step Activity:Step 1: Get to know your team member’s social style1. Have each team member take the Social Style assessment.2. How can you utilize this to motivate them?

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SP-ACTIVITY: INSPIRE & ENGAGE YOUR TEAMStep 2: Uncovering your team members’ "Why" 1. Go through Why activity with each team member in next 1:1.2. Utilize information to build out a store vision board.3. Work with your RSM/DM to brainstorm and create contests in your store to motivate your team members

utilizing their "Whys" to improve store’s performance.

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SP-ACTIVITY:COACHING YOUR TEAM

Will vs Skill employee performance Metric 1. Who can be trusted with delegated tasks?2. Who needs additional support where?

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LET’SFINDOUT!



RSM/DM-LED ACTIVITY: MOTIVATION & BUSINESS IMPACT

Work together to explain the following:

• Motivated leader = Impact on the sales in your location?

• Demotivated leader/team members = Impact on the sales in your location?



RSM/DM-LED ACTIVITY: REVIEW OUR PROMISEReview the following sections in MYCSP *261263 "Our Promise". Discuss and notate below:

• Read What is our Promise?• Read ‘Signature Moves’• Read 'Greet’ tab.• Read 'Understand’ tab• Read 'Recommend’ tab• Read 'Confirm’ tab• Read 'Educate’ tab• Read 'Thank’ tab

• Watch Friendly Expert Video Series• Chose Authorized Retail• Watch ‘Introduction’• Watch ‘Welcome’• Watch ‘I can help you with that!’• Watch ‘Thank’• Read ‘Need to order Our Promise books/posters?’

NOTES

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Inspect employee knowledge with the Ultimate Prospector tool.

Follow up with trainee's progress

Inspect employee knowledge of any recent Portal updates

Observe trainee's interactions with team members practicing the 3 signature moves and providing an

extraordinary customer experience.

ACTION ITEMS TO BE COMPLETED BY THE NEW ASM/SMLog into Ultimate Prospector and spend 30 minutes each day learning how every facet works.

Shadow your team as they use the MST Tool with every customer. Drive transactions for your team through

observations and sharing best practices.

Spend 15-30 minutes each day on portal to get updates on promotions, to get resolutions for your problems, or

stay on top of your store/personal metrics.

Ensures that team members practice the 3 Signature Moves and holdsteam members accountable for providing an

extraordinary customer experience


• Follow Up Conversations• Review Finding Answers

• Increasing Sales with Promotions• Using MST• Coaching Your Team• Owning Your Progress• Planning for Success



LET’SFINDOUT!



SP-ACTIVITY: FOLLOW UP CONVERSATIONSPerform the following actions below with an employee and use the notes section to reflect on the process.

Notes

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SP-ACTIVITY: REVIEW FINDING ANSWERS Let’s explore some MyCSP articles/hubs and better equip you and your team to Finding Answers on their own. Become more familiar about pricing and promotions in MyCSP, including the following:

• National Promotions

• Unified Billing Hub

• Video Hub

• FAN Search Tool (FaST)

Although bill estimates are automatically generated in the transaction documentation, sellers are still responsible for fielding customer questions about how they were calculated. Research and notate resources available to help you with billing questions, including:

• MyCSP

• OPUS

• Teammates

• Retail Support Team (RST)

• Wireless Retail Support Center (WRSC)

Notes



LET’SFINDOUT!

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RSM/DM-LED ACTIVITY: INCREASING SALES WITH PROMOTIONSKnowing and being able to leverage customer promotions can be the difference between closing or losing a sale! It’s time to have an employee identify a current promotion in the Portal. Have the employee pitch the promotion.

Actions:• Have an employee identify a current customer promotion in the Portal

• Have the employee explain the promotion, when it would be offered,and to who it’d be applicable

• Role-play a scenario to have them pitch this promotion to you as thecustomer

Management Training RSM/DM Led Activity – Week 3

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RSM/DM-LED ACTIVITY: USING MST Log your new hire into the MST Tool and give him/her 5 minutes to review each wireless plan before asking them the following questions:

1. Have the new ASM or RSM walk through the MST Tool and explain the benefits of consistent use.

2. Have an employee create an bundle for each customer below and have the new ASM or RSM coach them?

• Eva: Currently in her final year of high school, preparing for independence and is wanting to branch offof her parent’s wireless plan before leaving for college. She wants to avoid getting herself locked into apricey contract as she will not have steady flow of income through school and does not have muchcredit built up.

• Gary: Gary is a retiree who lives on the border of Texas and Mexico. He is not a high-data user and justlikes to stay up to date on the news and get directions when he drives on road trips. He doesoccasionally have higher usage when he travels so he will need a little extra data without paying moreevery month.

• The Lopez Family: A busy family of four that loves to stay entertained on the go. They are alwaysstreaming the latest shows and the kids are always playing mobile games while at work and school. Athome they are always filling up their DVR and fighting over which show to watch.

NOTES:


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RSM/DM-LED ACTIVITY: COACHING YOUR TEAMKnowing The Role - CAF

Have open discussion with your RSM/DM on what steps you should take after a verbal coaching?• Sales behaviors – What do I look for? What do I address?

• Coaching Toolso Observations – What is the expectation?

• Documentation – To what level? What does this look like at the ASM level?

NOTES:


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RSM/DM-LED ACTIVITY: OWNING YOUR PROGRESSStep 1:Open up communication with your team members (establish expectations that feedback is welcomed)

• Designate time for you to be coached by your team and stick to it• Ask your full team to coach you—not just one or two individuals• Assign a winning performer to coach you around one or two specific areas of focus• Be respectful of the team’s opinions

Step 2:Have an upward coaching conversation with your leadership (RSM/DM)• What do you feel you need from them in order for you to attain your goals

o Tell them how you like to be coachedo What skills you want them to help you developo Identify your next career goalo Express to them your WHY

NOTES:


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RSM/DM-LED ACTIVITY: PLANNING FOR SUCCESSEstablishing an Action Plan• Create a plan of action on how you will have a positive impact on your store in your new role

• Review the action plan with your RSM/DM,o Ask for any areas of opportunity with your current plano Have them help you stay accountable

NOTES:


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Inspect knowledge on inventory management

Inspect knowledge on accepting Hyla trades and shipments

Inspect management of the sales floor & backroom

Inspect teams adherence to dress code & appearance standards

Follow up with trainee's management of team's compliance requirements

ACTION ITEMS TO BE COMPLETED BY THE NEW ASM/RSMDemonstrate how to receive, transfer, and maintain inventory

Demonstrate how to accept equipment trades and shipments

Maintain back room management of the equipment (safes, trades, etc.)

Ensure your team meets compliance standards


• Delegating a Task• Premier Store Appearance

• Practice Delegating• Operations Review



LET’SFINDOUT!



SP-ACTIVITY: DELGATING A TASK The task you are analyzing for this activity will be used in the practice delegation video.

Question 1 - Summarize which task you want to delegate?

Question 2 - Briefly describe your Delegation check-in point(s).

Question 3 - Outline the expected Delegation results.

Select a task to delegate from the following list:

• Inventory Check-In

• Hyla Trades

• Sales Floor Accessory Levels

• Backroom Management

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SP-ACTIVITY: PREMIER STORE APPEARANCEActivity One – Opening checklist

1. Access the store page in the portal and review the Openingchecklist and walk your store to see if the items were donepremier.

2. Rate each of the 5 category 1- 5 on how premier it was done.(cleanliness, merchandising, security, staff, operations)

3. Document your findings

Activity Two – Closing Checklist1. Access the store page in the portal and review the Closing

checklist and walk your store to see if everything was donepremier.

2. Rate each of the 4 category 1- 5 on how premier it was done.3. Document your findings

Activity Three – Merchandising

1. Access the Merchandising Hub in the portal and review.a. Access AIMM Task to see updates and complete tasksb. Click on the How To section

i. Click on the links and review each2. Write down things you found and how knowing how to use

these tool will help you have a premier sales floor.


LET’SFINDOUT!

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RSM/DM-LED ACTIVITY: PRACTICE DELEGATION Now that you have learned about delegation, it is time to put those skills into practice.

Record a video of yourself conducting a practice delegation conversation with an RSC: • Explaining your chosen topic• No longer then 3-5 minutes

What new insights have you gained in regard to a delegation conversation tips and best practices from creating your video?


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RSM/DM-LED ACTIVITY: OPERATIONS REVIEWActivity One – Box Count with RSM/DM

1. Access the store page in the portal and do a store box count with your DM.2. During the box count verify that the phones are in FIFO and labeled with receive

date.a. If not, get your safe organized with dates and phones ordered in FIFO order.

3. Upload a picture of what your safe looks like after completing steps 1 and 2.

Activity Two – Prepare and ship out Hyla and Next trades with your DM1. Learn what programs to access make notes of any login information needed.2. Review where trades are put and awaiting to be shipped out with your DM.

a. If your store doesn't have bins labeled to put the trades in request them via yourstore needs.

Activity Three – Review Cash shortage steps with DM1. Interview your DM on how they would research cash shortage and get best practices.2. Do a role play with your DM and how would you talk to them about their cash

shortage.3. Document what best practices you learned and how your role play went

Activity Four – Create a plan of action to manage Operational Alerts in the Portal1. Review each Operations alert with your DM.2. Get best practices from your DM on how to resolve each alert.3. Create an action plan on how you and your store will keep your alerts low –

Document your plan.

CONGRATULATIONS!You have completed Management Training

PART 1

LET’SFINDOUT!

Management Training: Part 2 - RSM ONLY

LET’SFINDOUT!

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PART 2: TRAINING OVERVIEW - RSM ONLY ACTION ITEMS TO BE COMPLETED WITH THE RSM/DM

Inspect knowledge on inventory management

Inspect knowledge on accepting Hyla trades and shipments

Inspect management of the sales floor & backroom

Inspect teams adherence to dress code & appearance standards

Follow up with trainee's management of team's compliance requirements

ACTION ITEMS TO BE COMPLETED BY THE NEW ASM/RSMDemonstrate how to receive, transfer, and maintain inventory

Demonstrate how to accept equipment trades and shipments

Maintain back room management of the equipment (safes, trades, etc.)

Ensure your team meets compliance standards


• Bringing Primer To Life• Planning Your Daily Tasks• Using the Priority Matrix

• Share Your Action Plan• Preparing for an Interview• How do your leaders hold

accountability?

Management Training Training Overview Part 2

• Ongoing Learning• Understanding HR• Overcoming Obstacles to

Accountability

• Performance & Potential

Management Training Part 2: Self-Paced Activities

LET’SFINDOUT!

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Management Training Self-Paced Activity – Part 2

SP-ACTIVITY: BRINGING PRIMER TO LIFE

1. Memorize Primer vision, values and behaviors.Prepare to recite these in Session 6!

2. Expect greatness from your team by having thembegin to memorize Primer as well.

3. Don’t just talk the talk – walk the walk! Lead byexample and shout out your team when they exhibitPrimer behavior. In Session 6 be ready to share aPrimer experience!

MMMEEENNNUUUManagement Training Self-Paced Activity – Part 2

SP ACTIVITY: PLANNING YOUR TASKS

Begin this activity by listing your daily, weekly, and monthly tasks in the left column.

Using the chart on the next page determine how you will prioritize them in a way that will help you to meet your deadlines or goals.

Schedule the time you will need to complete each task. Is this the same for each day? Does it vary from day to day? Go a step further and look at a full work week.

Enter the details of your plan in the right column.

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SP ACTIVITY: Using the Priority Matrix

EFFORT

IMPA

CT

LOW

LOW

HIG

H

Take time this week to classify your weekly & monthly tasks and use the tips below to complete them.

HIGH

MENU

This document has been prepared and distributed pursuant to a strict review process. Under no circumstances should changes be made to this document without first submitting the changes for review to the author.© 2018 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

Management TrainingSelf-Paced Activity – Part 2

SP ACTIVITY: Ongoing LearningCreate a action plan for your stores ongoing learning.

Your plan should include all the available tools.

1. Weekly video’s on the portal – How will you follow up to insure your employees watch and learned fromthem?

2. Monthly PLE and Portal training deadlines – How will you get all your employees to complete them ontime each month?

3. Include role plays on the new content to insure they have learned what they completed?

Write down you plan below and communicate it to your team.

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SP ACTIVITY: Understanding HR

1. Go to the Portal and open the Human Resources page.

2. Review the Policy Manual & Employee Handbook completely withspecial focus on these topics:• PTO & Paid Sick Leave Policy• Equal Employment Opportunity• Job opportunities within Prime• Performance evaluations• Harassment, Discrimination, and Retaliation Prevention Policy• Complaint Procedures for Reporting and Investigating

Harassment• Confidentiality• Retaliation

3. Identify your HR and LP partners and save their contact information toyour smartphone and post in your back room.

MENU



SP ACTIVITY: Overcoming Obstacles to Accountability

What obstacles do you have when it comes to holding people accountable?

Create and implement a plan on how you can over come these obstacles:

Management Training Part 2: RSM/DM-Led Activities

LET’SFINDOUT!

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Management Training RSM/DM Led Activity – Part 2

RSM/DM-LED ACTIVITY: Share Your Action Plan

Share with your DM the action plan you created to develop yourself in each dimension.

Schedule a follow up to discuss new characteristics you have adopted and action items you have implemented.

Hold yourself accountable to applying what you’ve learned towards becoming an extraordinary leader.

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Management Training RSM/DM Led Activity – Part 2

RSM/DM-LED ACTIVITY: Preparing for an InterviewWork with your DM to come up with a list of interview questions that will give you a better idea of the applicant’s skill sets.

Some areas to cover:

• Questions designed to measure candidates’ communication skills

• Questions that measure a candidates’ ability to solve problems — an invaluable skill that canalways be improved

• Questions that measure candidates’ emotional intelligence, empathy, and reflectiveness

• Questions that help you find candidates who share your underlying beliefs about the rolecustomer service plays in an organization

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Management TrainingRSM/DM Led Activity – Part 2

RSM/DM-LED ACTIVITY: How do your leaders hold people accountable?

Schedule a meeting with your RSM/DM and interview them on how they hold people accountable.

1. What fears did you have to overcome when holding employee accountable? How did youover come them?

2. How do you hold people accountable for sales number?

3. How do you hold people accountable for operations?

4. What is your best practice you can share to a new manager to hold people accountable?

MENU


Management TrainingRSM/DM Led Activity – Part 2

RSM/DM-LED ACTIVITY: Performance & Potential

1. Assess each employee in the store andwhere you think they are on the potentialand performance Metrix

2. Create a plan on how you can keep yourteam on a positive path to success

• Efforts• Progress• Determination• Attitude

• Sales• Customer

Service• Behaviors

• Skills• Knowledge• Abilities

management training guidebook part 1 - asm/rsm part 2

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