sales training program level one · 2018-07-21 · safety competency (ü) o 1. what is your...

1. ORIENTATION - 1.5 HOURSDATE:

New Hire Paperwork | Bakery Orientation | Bakersville – Welcome Book 1

COMPLETED _____ /_____TRAINER & TRAINEE INITIALS










3. OCCUPATIONAL HEALTH & SAFETY (OH&S) - 1.5 HOURSDATE:

OH&S Induction | WCB/OHSA | Bakersville – Safety Smart, WHMIS

5. MERCHANDISING - 4 HOURSDATE:

Bakery Theatre | FSP Considerations | Bakersville – Visual Delights

8. MARKETING CAMPAIGN - 1 HOUR DATE:

Purpose of Campaigns | Promotional Targets | Bakersville – Current Campaign

10. CLOSING PROCEDURES - 8 HOURSDATE:

Safety Considerations | Cash Management | Closing Guide

2. FOOD SAFETY PROGRAM (FSP) - 1.5 HOURSDATE:

FSP Induction | DMS System | Bakersville – FSP Modules (2)

4. BREADUCATION - 2 HOURSDATE:

Product Knowledge / WII | Allergens | Slicer | Bakersville – Breaducation | BFF

7. VERSATERM - 4 HOURSDATE:

Transactions | Cash Procedures | Bakersville – Versaterm Everyday Sales

6. DELIGHTFUL CUSTOMER SERVICE - 6 HOURSDATE:

DCS Standards | Difficult Customers | Bakersville – Welcome Book 2

9. OPENING PROCEDURES - 8 HOURSDATE:

Safety Considerations | Cash Management | Opening Guide

TRAINING COMPLETION DATE: TRAINEE SIGNATURE:

TRAINER NAME: TRAINER SIGNATURE:

NAME: START DATE:

SALES TRAINING PROGRAM Level One

pAgE 84 • COBS BREAD SAlES tRAining pROgRAm lEvEl OnE COBS BREAD SALES TRAINING PROGRAM LEVEL ONE • PAGE 1

Program Overview The Sales Training Program – Level 1 will provide training for new Sale Assistants through competency based learning. This program will ensure that the key knowledge, skills and abilities are acquired by new sales staff to provide a delightful experience to all COBS Bread customers - each and every time. This program will include components that are multifunctional and can be used to check the current competency of existing cobbers as well; easily identifying any gaps in proficiency.

The Sales Training Program will contain the following 10 modules:

Orientation Food Safety Program (FSP) Occupational Health & Safety (OH&S) Breaducation Merchandising Delightful Customer Service (DCS) Versaterm Marketing Campaigns Opening Procedures Closing Procedures

The overall program will include the following components/materials:

Sales Training Program Manual o SEE Training Model o Module Overviews & Module Resources o Knowledge Review/Validation Answers

Individual Trainee Assessment Package o One page Training Map showing each module and flow of training o Blank all-in-one induction document – FSP and OH&S o Blank Knowledge Reviews to be assessed by the trainer o Blank Final Validation assessment to be completed by the trainer

Quick Reference Guides o Breaducation/Versaterm/Merchandising/Packaging

Bakersville Modules o Safety Smart o WHMIS o Welcome Book 1 & 2 o FSP Training o Visual Delights o Breaducation & BFF o Versaterm o Current Campaign

Safety CompetenCy (ü)

o 1. What is your responsibility under the Food Safety Program?

o 2. Who is the Food Safety Supervisor (FSS) in the bakery?

o 3. Explain the uniform expectations.

o 4. Describe the DMS standards.

o 5. What is the FSP binder and where is it located?

o 6. Where are the cleaning supplies kept?

o 7. What is the difference between cleaning and sanitizing?

o 8. If a customer finds an olive pit in their focaccia, what form do you need to complete?

o 9. Describe 3 food safety standards with tastings.

o 10. Explain the importance of checking temperatures (ex. fridge)?

o 11. Where do personal belongings get stored?

o True or False:

o Boxes can be stored on the floor.

o Bread not sold at the end of the day goes to charity.

o Completed Food Safety Training CAN on Bakersville.

knowledge reviewFOOD SAFETY PROGRAM (FSP)

COMMENTS

KNOWLEDGE REVIEW DATE

knowledge reviewOCCUPATIONAL HEALTH & SAFETY (OH&S)

Safety CompetenCy (ü)

o 1. What steps will you take in the result of an injury?

o 2. What is WHMIS? Where is the WHMIS poster in the bakery?

o 3. Demonstrate:

o Reading MSDS and what to look for on a chemical label.

o Where to locate the first aid kit and fire extinguisher.

o Locating the OH&S policy in the bakery.

o 4. In the event of an evacuation, where is the meeting place?

o 5. Where is the fire extinguisher? In case of emergency, what are the steps to extinguish a fire?

o 6. Name 3 examples of safety signage in the bakery.

o 7. Why is it important to ensure safety in the bakery is a priority?

o 8. True or False:

o Your rights under provincial health and safety legislation are: the right to know, right to participate and right to refuse.

o When cleaning the slicer, the machine does not need to be locked out.

o Personal protective equipment (PPE) must be used when required by the task, such as cleaning with chemicals.

o There is a policy on workplace bullying and violence.

o Completed SafetySmart and WHMIS on Bakersville.

COMMENTS


knowledge reviewBREADUCATION

Safety ConSiderationS (ü)

o 1. What are allergens? (FSP).

o 2. What is the bakery feedback form (BFF)? (FSP).

o 3. What are the safety features of the slicer? Demonstrate how to safely clean the slicer.

module CompetenCy (ü)

o 1. Pick 12 products and describe their features, benefits and packaging.

o 2. If a customer asks if COBS Bread bakes gluten-free products, what is your response?

o 3. What is the “End of Day Giving” program?

o 4. What are the benefits of CHIA seeds?

o 5. What is the difference between whole wheat and whole grain?

o 6. Demonstrate slicing bread for 3 customers with appropriate packaging.

o 7. True or False:

o COBS Bread: Bake today sold today.

o Hot bread can be sliced hot from the oven.

o Savoury cheese products cannot be sliced.

o 8. Completed Breaduction on Bakersville.

COMMENTS


knowledge reviewMERCHANDISING


o 1. Describe DMS standards and its importance (FSP).

o 2. Demonstrate labelling products, including DMS tags (FSP).

o 3. Why is it important to lift wires properly? (OH&S).

o 4. Why are glass decorations not permitted in the bakery? (OH&S).


o 1. Name 5 merchandising standards.

o 2. Describe the difference between a hot spot and a cold spot.

o 3. Briefly describe “merchandise-as-you-go”.

o 4. True or False:

o Sweet and savoury products can be in the same cabinet. o Impulse items do not have to be labelled. o Slightly damaged product should not be displayed.

o 5. Demonstrate:

o Opening and closing merchandising. o Merchandising an empty cabinet. o Appropriate packaging use. oConsistent use of paper tissues (FSP).

o 6. Completed Visual Delights on Bakersville.

COMMENTS


knowledge reviewDELIGHTFUL CUSTOMER SERVICE


o 1. Describe the importance of hand washing procedures (FSP/OH&S).

o 2. The use of paper tissues is mandatory. Why? (FSP).


o 1. Describe the 5 Delightful Customer Service (DCS) standards.

o 2. What is the difference between cross-selling and upselling?

o 3. Briefly describe 3 ways to acknowledge a customer waiting in line.

o 4. Explain 3 tasting standards and why these are important (FSP).

o 5. Demonstrate (through customer transactions):

o Stop, drop and serve attitude. o Greeting/acknowledging every customer in the bakery. o Up/cross selling (including promotional items). oConsistently offering tastings. o Discussing the current promotion and/or new products. oAppropriate packaging use and slicing procedures.

o 6. Role play:

o Dealing with a difficult customer and recovery model. o Surprise and delight the customer. o Selling the promotional product or upselling a product.

o 7. Completed Welcome Book 1 & Welcome Book 2 on Bakersville.

COMMENTS


knowledge reviewVERSATERM


o 1. Describe proper cash handling procedures (OH&S).

o 2. Where is the emergency button located (OH&S)?


o 1. Role play 10 versaterm transactions with the trainer.

o 2. Demonstrate (through customer transactions):

o Entering production. o Cancelling an item, then cancelling the sale. o Entering a 6 scone combo. oAccounting for 3 White Dinner Buns that fell on the floor. o Proper counting of change.

o 3. The till has no more dimes, what is the process to get change?

o 4. What are our everyday combos?

o 5. True or False: o A $50 bill needs to be checked by a supervisor. o The bakery accepts American money. o The bakery accepts all credit cards.

o 6. Completed Versaterm Everyday Sales on Bakersville.

COMMENTS


knowledge reviewMARKETING CAMPAIGNS


o 1. What aspects need to be considered around food safety when decorating for a new campaign or holiday season? (FSP).

o 2. What is the process for packaging tarts? (FSP).

o 3. Are glass decorations or merchandising tools permitted? (OH&S).


o 1. Describe the purpose of a marketing campaign?

o 2. What are the current promotional combos?

o 3. What are the sales targets for this campaign?

o 4. Role play: o Selling the promotional product and understanding its features and benefits. o Two examples of upselling and cross-selling. o Receiving a voucher.

o 5. Completed the current Campaign Module on Bakersville.

o 6. True or False: promotional products need to be on tastings.

o 7. What are active tastings and when would you use them?

COMMENTS


knowledge reviewOPENING PROCEDURES


o 1. What is DMS and the procedures around it? (FSP).

o 2. What is the process for packaging tarts? (FSP).

o 3. Describe opening cash procedures (OH&S).


o 1. How long does bread need to cool before it can be merchandised?

o 2. Where are daily sales targets located?

o 3. Rank the following tasks in order of importance: Count tills, pre-package product, set up balloons, prepare tastings.

o 4. True or False: o Tastings must be available when the bakery opens. o The order book should be checked after merchandising.

o 5. Demonstrate: o Merchandising the bakery efficiently and effectively. o Pre-packaging the appropriate products for time of day. o Entering production accurately.

COMMENTS


knowledge reviewCLOSING PROCEDURES


o 1. May cash be counted with the charity present? (OH&S).

o 2. What is the process for expired savoury products? (FSP).


o 1. When does sourdough need to be pulled from the fridge?

o 2. Demonstrate: o Completing end of day cleaning/closing duties (FSP). o Setting the alarm and locking up the bakery (if applicable). o End of day cash procedures (OH&S).

o 3. How do you respond if a customer comes in after the bakery is closed and the charity is packing up the bread?

o 4. What paperwork needs to be signed and/or initialled at end of day?

o 5. True or False: o Customers are the top priority over cleaning. o Closing stock does not need to be entered each night. o Racks and wires need to be sanitized every day.

o 6. When is the charity able to start collecting the remaining products?

o 7. What is the process if the charity has not shown up?

COMMENTS


fooD safetY program (ü)

o Knowledge Review – Food Safety Program - completed.

o FSP 06-1 Induction and FSP 06-5 Assessment paperwork completed.

o What reference materials are available for FSP in the bakery?

o What is an example of cross contamination and how would you rectify this?

oCCupational health & safetY (ü)

o Knowledge Review – Occupational Health & Safety - completed.

o OH&S PR04-F3 Induction and SOP paperwork completed.

o What reference materials are available for OH&S in the bakery?

o Pick a cleaning chemical in the bakery and describe what the process is as per the MSDS sheet in the instance of a large spill in the bakery.

BreaDuCation (ü)

o Knowledge Review – Breaducation - completed.

o How are iced products (ex. cinnamon bun) packaged?

o True or False: Savoury items and tarts can be donated to charity at close. Why?

o Observe trainee safely use slicer on a consistent basis (OH&S).

merChanDising (ü)

o Knowledge Review – Merchandising - completed.

o What are the 4 principles of merchandising?

o Review the current state of merchandising from the customer’s perspective. What actions should be taken to remove any gaps and/or improve the overall visual presentation of the bakery.

o Observe trainee merchandise effectively including proper use of tissues and DMS procedures (FSP).

VALID

ATIO

NNAME:

SaleS Training PrOgraM Level One

COBS BreaD SaleS Training PrOgraM level One • Page 1 pAgE 84 • COBS BREAD SAlES tRAining pROgRAm lEvEl OnE COBS BREAD SALES TRAINING PROGRAM LEVEL ONE • PAGE 1

Program Overview The Sales Training Program – Level 1 will provide training for new Sale Assistants through competency based learning. This program will ensure that the key knowledge, skills and abilities are acquired by new sales staff to provide a delightful experience to all COBS Bread customers - each and every time. This program will include components that are multifunctional and can be used to check the current competency of existing cobbers as well; easily identifying any gaps in proficiency.

The Sales Training Program will contain the following 10 modules:

Orientation Food Safety Program (FSP) Occupational Health & Safety (OH&S) Breaducation Merchandising Delightful Customer Service (DCS) Versaterm Marketing Campaigns Opening Procedures Closing Procedures

The overall program will include the following components/materials:

Sales Training Program Manual o SEE Training Model o Module Overviews & Module Resources o Knowledge Review/Validation Answers

Individual Trainee Assessment Package o One page Training Map showing each module and flow of training o Blank all-in-one induction document – FSP and OH&S o Blank Knowledge Reviews to be assessed by the trainer o Blank Final Validation assessment to be completed by the trainer

Quick Reference Guides o Breaducation/Versaterm/Merchandising/Packaging

Bakersville Modules o Safety Smart o WHMIS o Welcome Book 1 & 2 o FSP Training o Visual Delights o Breaducation & BFF o Versaterm o Current Campaign

Delightful Customer serviCe (ü)

o Knowledge Review – Delightful Customer Service - completed.

o What is the customer recovery model when dealing with difficult customers?

o Why are tastings so important to the customer experience in the bakery?

o Review the current state of service from the customer’s perspective. What observations are noted and what action should be taken in the future?

o True or False: The sales counter should never be left unattended. Why?

o Observe trainee serve customers efficiently following the DCS steps including proper cash handling procedures (OH&S).

versaterm (ü)

o Knowledge Review – Versaterm - completed.

o Print out the nutritional information of a Cape Seed Loaf and Date Scone.

o What is a dough raiser? What is the process to enter a dough raiser transaction (if applicable)?

o What is the process to load a COBS Gift Card?

o What is the process to enter account sales?

o What are some security features to check on a $50 Bill?

o Who is authorized to provide refunds in the bakery?

marketing Campaigns (ü)

o Knowledge Review – Marketing Campaigns - completed.

o What type of vouchers or promotional material could customers bring to the bakery?

o Where are sales targets located in the bakery (or who can be asked)?

o What reference materials are available for marketing campaigns?

o When should the newest Bakersville Campaign Module be completed?


Page 2 • COBS BREAD SaleS Training PrOgraM level One


opening proCeDures (ü)

o Knowledge Review – Opening Procedures – completed.

o What tastings are appropriate to sample for the time of day (morning)?

o True or False: A baker is able to serve customers to help clear a rush of customers.

o If a customer comes in at 8am for a White Loaf and it is unavailable (being baked in the oven) - what is your response? What other products could you recommend?

o Observe trainee merchandise the bakery efficiently while capturing the promotion effectively. The pre-packaged product is appropriate for time of day and tastings are available. DCS standards are demonstrated throughout opening shift.

o Bakery Specific: _____________________________________________________

Closing proCeDures (ü)

o Knowledge Review – Closing Procedures – completed.

o What tastings are appropriate to sample for the time of day (late afternoon to evening)?

o Describe some ways to make the bakery look full and appealing as less product is available. At what point should the racks be condensed to one less?

o Observe trainee completing closing tasks efficiently while serving customers to DCS standards and merchandising bakery to look full and appealing.

o Bakery Specific: _____________________________________________________

MISCELLANEOUS BAKERY SPECIFIC (ü)

o __________________________________________________________________

o __________________________________________________________________

o __________________________________________________________________

o __________________________________________________________________

o __________________________________________________________________

VALID

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COBS BreaD SaleS Training PrOgraM level One • Page 3

TRAINING VALIDATION DATE:

COMMENTS

TRAINER SIGNATURE TRAINEE SIGNATURE


Page 4 • COBS BREAD SaleS Training PrOgraM level One

PR04-F3 – Bakery Employee

Induction Checklist

Issue Date: August 2013 Page: 1

(Version 2)

Name:

Store:

Date of Induction:

Job Title:

Please mark the following with where appropriate. This all-in-one induction document

incorporates aspects of the FSP and OHS programs.

The following OHS requirements have been discussed and understood by the employee: Yes No

COBS Bread OHS Program and Policies – review OHS Binder

Employee OHS Responsibilities and duty of care

Health and Safety Representative and/or JHSC Members in the bakery

First Aid Arrangements/Facilities available for the area

Emergency Procedures i.e. evacuation drill, fire safety/extinguisher etc

Hazard reporting procedure

Public Safety – refer Bakery Risk Profile/Summary

Bakery Hygiene Requirements

Personal Protective Equipment (PPE) & Emergency Lockout Procedures

Issue Resolution Procedure

Injury reporting requirements i.e. near miss, accidents, serious injuries

Use of bakery plant – refer relevant S.O.P

Use of chemicals within the workplace i.e. location of MSDS, handling

requirements etc

WHMIS

Manual handling procedure

Workplace Hazards – refer Bakery Risk Profile/Summary

Safety Signage posted in bakery

Policies (3): Smoking, Drug & Alcohol, Workplace Bullying & Violence

Work Alone Procedures (when applicable)

Provincial OHS Legislation i.e. posters, location of legislation in bakery

New employee been provided with a tour of their new work area and the

facilities and amenities available to them

New Employee (to complete)

I have been inducted in the areas that have been marked in the above table and I am

committed to ensuring that health and safety is incorporated into my tasks at COBS Bread.

Name:

Signature:

Date:

Responsible COBS Bread Personnel (to complete)

I have inducted the above employee in the OHS areas listed above.

Name:

Title:

Signature:

Date:


Induction Checklist


(Version 2)

The following Safe Operating Procedure (SOP) Checklist requirements must be completed

after reading and understanding the relevant Safe Operating Procedures and/or

equipment manuals.

Assessment Criteria

The operator can operate this piece of equipment correctly in normal and emergency

situations

The operator can identify the equipment guards, safety features, warning signs and labels

for the equipment and explain the purpose of each item.

The operator can demonstrate and explain the emergency procedures to be used and

how to report a hazard with the piece of equipment.

The operator is familiar with and can use appropriate protective clothing when using this

equipment

Cleaning Criteria

The operator is familiar with and can use appropriate protective clothing when cleaning

the equipment

The operator can demonstrate how to isolate the equipment for safe cleaning

The operator can explain the cleaning procedures for the equipment as per the FSP

program

Equipment Name of Equipment Completed Not Assessed Initials

Mixer

Divider

Moulder

Bun Rounder

Oven

Slicer

Other


I have been assessed in the areas that have been marked in the above table and I am

committed to safely operating and cleaning the equipment as per my tasks at COBS Bread.

Name

Signature

Date

Responsible COBS Bread Personnel (to complete)

I have assessed the above employee in the SOPs listed above as per the assessment and

cleaning criteria to safely operate and clean the above equipment at COBS Bread.

Name

Signature

Date


Induction Checklist


(Version 2)

The following FPS requirements have been discussed and understood by the employee (as

per FSP 06)**:

Show the new staff member the ‘Food Safety Program’ procedures manual

and Record Keeping Folder.

o Briefly explain that the manual contains the procedures that help ensure

the ingredients and baked products we sell to customers remain safe at

all times.

o Briefly explain that there are also records that need to be completed as

part of the Food Safety Program. The staff member will learn more about

the ones related to their role in the future.

Identify who the Food Safety Supervisor is in your bakery. Explain the role of

the Food Safety Supervisor (FSS).

Refer to FSP 08 – Personal Hygiene and Dress Code.

o Go through the policy in detail and provide a copy to the staff member.

Explain how to access ‘What’s in it?’ information from the My Bakery POS

terminal.

o Explain its content & how to use it to assist customer queries.

Undertake the Bakersville on-line food safety training ‘Follow Workplace

Hygiene Procedures’

o To be undertaken within the first week of commencing work with COBS

Bread.


I have been inducted in the areas that have been marked in the above table and I am

committed to complying with the Food Safety Program at COBS Bread.

Name:

Signature:

Date:

Franchisee / Bakery Manager / Food Safety Supervisor (to complete)

I have inducted the above staff member in the food safety areas listed above and shall ensure

that they receive further food safety training related to their specific job role.

Name:

Title:

Signature:

Date:

**Note: This document does not replace the FSP 06-4 Food Safety Training Assessment - Baker or FSP

06-5 Food Safety Training Assessment – Sales as these are to be completed after the initial FSP

training as per the new employee’s position.

sales training program level one · 2018-07-21 · safety competency (ü) o 1. what is your...

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