Management Training Guidebook

Management Training Guidebook

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 The guidebook contains detailed instructions to guide the employee through their management training with the assistance of their SM/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. Manager-Led activities provide interactive exercises that allows additional insight from working side-by-side with the manager.

ACTION ITEMS TO BE COMPLETED WITH THE MANAGER

The participant guide includes tasks that allow the manager 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 MANAGER-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.

> Manager-led learning activities will be consistent through the program to

offer additional support to the new hire.

> Manager-led activities housed in the guidebook will be listed here. Click

the section header above to jump to the manager-led activities.

TABLE OF CONTENTS

SELF-PACED ACTIVITIES

MANAGER-LED ACTIVITES

SELF-PACED ACTIVITIES

MANAGER-LED ACTIVITIES

SELF-PACED ACTIVITES

MANAGER LED ACTIVITIES

WEEK 1 TRAINING OVERVIEW









Management Training Training Overview - Week 1 MMMEEENNNUUU

WEEK 1 TRAINING OVERVIEW ACTION ITEMS TO BE COMPLETED WITH THE MANAGER

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

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.


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

Shadow your manager 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)

Observes customer interactions Knows what skills and behaviors to watch for when observing employee interactions with customers

SELF-PACED GUIDEBOOK ACTIVITIES MANAGER-LED GUIDEBOOK ACTIVITES

• Practice Coaching• Skill Transfer

• Reinforce with Direct• Observation with 5 Keys

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 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 Now that you have learned about what it means to be a great coach, it is time to put those skills into practice. Perform the following actions below with an employee and use the notes section to reflect on the process

Week 1 Manager-Led Activities

LET’SFINDOUT!

Management Training Manager Led Activity – Week 1 MMMEEENNNUUU


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



MGR-LED ACTIVITY: OBSERVATION WITH 5 KEYS

Have your manager perform an observation or personally reflect on an interaction where you lead by example by personally living/modeling the 5 key behaviors. set customer service standards and expectations to create a culture of customer service

How does personally living/modeling the 5 key behaviors. 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.


Take PLE course 61763824 Win the Neighborhood_LSO_AR

Understand the Manager or MIT compensation plan to maximize your personal earnings

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

employee effectiveness


• Align & Communicate• Maximize Accessories

• Motivation and Business Impact• Review Our Promise

Management Training Training Overview - Week 2


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 Manager Led Activity – Week 2

Self Paced: Identify YOUR Goal Metric and 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 in these metricsalready? What behaviors will helpthose currently hurting in thesemetrics?

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Self Paced: Inspire and Engage Your Team


Two Step activity:

Get to know your team member’s social style 1. Have each team member take Social Style assessment2. How can you utilize this to motivate them?

Uncovering your team members’ Why 1. Go through Why activity with each team member in next 1:12. Utilize information to build out a store vision board3. Work with your SM 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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Self Paced: 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!



MGR-LED ACTIVITY: MOTIVATION AND 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?



MGR-LED ACTIVITY: REVIEW OUR PROMISEReview the following sections with your manager with "Our Promise". Discuss and notate below:

• Read 'Home' page message from John Donovan.

• Read 'Personal' page and watch video.

• Read 'Effortless' page and watch video.

• Read 'Inspiring' page and watch video.

• Read 'Greet' page.

• Read 'Understand' page

• Read 'Recommend' page.

• Read 'Confirm' page.

• Read 'Educate' page.

• Read 'Thank' page

• Read 'My Promise' page and Accept.

• Read 'Success Stories'.

• Read 'Social Section'.

• When the Home page displays the 'Journey Complete' message

close the website.

NOTES

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Test Employee Knowledge with the Ultimate Prospector tool.

Follow up with trainee's progress in completing their Catalyst project.

Test Employee Knowledge with the Portal updates.

Observe trainee's interactions with team members practicing the 5 key behaviors 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 CST 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 5 key behaviors and holds team members accountable for providing an

extraordinary customer experience


• Empower your Team• Review Finding Answers

• Increasing Sales with Promotions• Using CST


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Manager Lead: Coaching Your Team



Knowing The Role - CAF

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

o Observations – What is the expectation?• Documentation – To what level? What does this look like at the ASM level?

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Manager Lead: Owning Your Progress



Two Step activity:

Open up that avenue with your team members (establish expectations it’s okay and 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 of your

choosing.• Be respectful of the team’s opinions.

Have an upward coaching conversation with your leadership (SM/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 coacho What skills you want them to help you developo Identify your next move after your store ( do you want to be a DM, are you willing to relocate

ETC )o Express to them your WHY

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Manager Lead: Planning for Success as a Coach



Establishing an Action Plan • Create a plan of action on how you will have a positive impact on your store in your

new ASM role

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


LET’SFINDOUT!



SP-ACTIVITY: EMPOWER YOUR TEAMNow that you have learned about what it means to be a great coach, it is time to put those skills into practice. Perform the following actions below with an employee and use the notes section to reflect on the process

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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

• Regional Pricing and Promotions Hub

• 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)

• Enterprise Bill View (EBV) – for Wired only

Notes

Management Training Self-Paced Activity – Week 3


LET’SFINDOUT!

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MGR -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 employee identify current customer promotion in Portal• Have employee explain the promotion, when it would be

offered and to who it’d be applicable to• Role-play scenario to have them pitch this promotion to you as

the customer


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MGR-LED: USING CST 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 manager walk through the CST and explain what benefits of consistent use.2. Considering the options, which package would you pick for yourself and how would you pitch it

to a customer like you?3. Have an employee create an bundle for each customer below and coach with guidance from a manager?

• 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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Test employee knowledge with the maintaining inventory.

Test employee knowledge with accept Hyla trades and shipments

Follow up with trainee's management of the backroom.

Observe trainee's discussions with team on appearance standards.

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

Follow up with trainee's progress in completing their Catalyst project. Due within

one week of finishing Completing Business Operations (Session 4).

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

Demonstrates accept equipment trades and shipments.

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

Ensures that team meets compliance standards by tracking compliance, ensuring engagement and buy-in and

completes compliance requirements in a timely manner.

Submit completed Catalyst presentation. Due within one week of finishing Completing Business Operations

(Session 4).


• Delegating a Task • Practice Delegating



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 - How do you know Entertainment is a priority for AT&T?

Question 3 - Briefly describe your Delegation check-in point(s).

Question 4 - Outline the expected Delegation results.

Select a task to delegate from the following list:

• Inventory check-in.

• Hyla Trades.

• iPog.

• Daily Deposit.

• Backroom management.


LET’SFINDOUT!

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MGR 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, no longer than 3 minutes, explaining your chosen topic, where you are the ASM who is coaching a team member playing the RSC role.

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


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ACTIVITY – Self-Paced

Activity One – Opening checklist 1. Access the store page in the portal and review the Opening checklist and walk your store

and see if the items were done premier. 2. Rate each of the 4 category 1- 5 on how premier it was done. (merchandising,

cleanliness, security, staff)3. Document your findings

Activity Two – Closing Checklist1. Access the store page in the portal and review the Closing checklist when you open and

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

Activity Three – AIMM1. Access merchanting in the portal and review the MyCSP links.

a. AIMM User Guide. b. AIMM Task User Guide.c. MerchIt User Guide – Single Location Shopping

2. Write down things you found and how knowing how to use these tool will help you have a premier sales floor.

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ACTIVITY – Self-Paced with District ManagerActivity One – Box Count with Manager

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 Pt. 1

LET’SFINDOUT!


LET’SFINDOUT!

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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!

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This document has been prepared and distributed pursuant to a strict review process. Under no circumstan © 2018 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks o


ACTIVITY – Daily Tasks

Begin this activity by listing your daily tasks in the left column.

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.

ces should changes be mf AT&T Intellectual Prope

ade to this document without first submitting the changes for review to the author. rty and/or AT&T affiliated companies. All other marks are the property of their respective owners.

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ACTIVITY – Self-Paced with District Manager

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.

Documents

Management Training Guidebook