Management Trainee Program – Flashcards
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Areas for Improvement
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*Opening type 2 accounts with Charge options,
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Areas of Strength
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* I've developed Excellent Color perception -Great at troubleshooting by asking the right questions
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What do I know about the MT Program?
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I know that it's a 6-8 week program that includes self-study modules, structured on the job training, classroom instruction at our regional training facilities as well as ongoing education throughout my career. I know that the training encompasses all aspects of store management, including paint and associated products, customer service, professional sales and marketing, credit and accounts receivable management, human resources management, profit and loss and merchandising management. I know that as an Assistant Manager, and someday store manager, I will be responsible for overseeing a growing a million dollar business.
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MORE THAN A GUEST:
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One of the biggest advantages we have over our competitors is the level of service we provide. Thats why many of our customers choose to shop with us. Making customers feel like more than a GUEST starts with how we greet them.
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The "G" in More than a GUEST
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"G"-Greet the customer: - Always greet and welcome every customer that walks into your store, every time, every day. Depending on how busy you are when the customer walks in, you might simply greet and welcome the customer with a smile on your face and good eye contact. - Personalize your greeting. - Be sure to be welcoming, professional, sincere. - First impression to create a lasting relationship. - Greeting and welcoming sincerely should begin every interaction. - Remember you are setting the stage for what is to follow! - Be professionally dressed - Look up immediately, and put aside anything else you are doing - Step out from behind the counter - Stand tall, smile, and make good eye contact - Use an upbeat voice that shows you are sincere and interested in the customer - Speak clearly and professionally
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The "U" in GUEST
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- Use the customers name: - Make eye contact, smile, use upbeat voice - Extend your hand in friendship - Use their name throughout the interaction - If a second customer walks in, greet and welcome the new customer then return your attention to your current customer.
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The "E" in GUEST
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- Evaluate and Fulfill Needs - Requires significant product and service knowledge - Ask relevant questions - Listen to the customer, give them your complete attention - Know and use available color tools - Use personal experiences - Be able to explain product features and benefits - Make recommendations for tools and supplies - Get help when you need it - The next step is 'E'; evaluate and fulfill their needs. With our DIY customers, you may begin evaluating needs by having the color conversation. - After the customer makes a color decision, You will ask the customer questions questions to determine which paint product is the right choice for the product. - Evaluating needs helps you deliver trademark service. - Goal of evaluating needs: - Determine the product features that are most important to the customer. For example: - Washability - Coverage - Mildew/Moisture resistance - Ease of coverage - Asking in-depth questions demonstrates trademark service. Open ended questions get customers talking in detail about their products. - Close ended questions only elicit a yes or no answer, very few words... - Examples of open ended questions: - What is your painting project? - What types of painting projects have you done in the past? - What is on the walls now? - How often is the room used? - What type of finish are you thinking about? - Use followup questions throughout the conversation to build on information: Continue to probe to gather information you need to recommend the right product for the job. It never hurts to say "tell me more". - Summarizing needs: - Summarizing your customers needs: - Shows the customer you were listening - Confirms that you heard the project details correctly - Gives the customer an opportunity to add information or change their mind
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Open Ended Questions
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Open ended questions: - Require a full, meaningful answer - Drive the conversation forward Questioning strategy you choose is based on the type of customer. With DIY's ask much more specific questions to fully understand their project Questioning strategy you choose is based on the type of customer. With DIY's ask much more specific questions to fully understand their project
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The "S" in GUEST
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- Smile whenever you are taking care of your customers - ....even when you are talking with them on the phone. - When you smile genuinely, that smile will come through in your voice, and you will sound upbeat. - It shows you care and that you appreciate project, appreciate them being their and appreciate their business.
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The "T" in GUEST
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- Thank customers the right way - Make sure they know the value of the products they purchased - Make eye contact - Offer to take products out to their cars - Invite them back
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"G"
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Greet or acknowledge every customer every time.
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"U"
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Use their name throughout the interaction and give them yours.
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"E"
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Evaluate and fulfill their needs
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"S"
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Smile with your face and your voice.
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"T"
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Thank them, and invite them back.
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Learned from "Customer Express" Surveys: Products
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Products: Our customers expect us to have a thorough knowledge of the features and benefits of our products and how to use them - Product Knowledge: - Each associate must know about the features and benefits of our paint and stain products and be able to explain clearly the value each brings to our customers. - This requires more than just product knowledge. It requires an understanding of our Market Segments and which products those markets use. - Having a strong knowledge of products and markets enables you to deliver on customer expectations and provide a level of service and product knowledge that our competition can't match.
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Learned from "Customer Express" Surveys: Projects
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- Our customers expect our expert guidance on how to complete a project - We need to be sure to start a conversation about the tools and supplies they need to do the project right.
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Learned from "Customer Express" Surveys: Color
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- Our customers rely on us for color expertise and the color advice we can provide - We need to make sure we have an understanding of basic color terms, the color tools, and how to have a color conversation that guides the customer to a color decision. - Very important. Each associate working in our stores must have an understanding of basic color terms and our color tools as well as have the ability to carry on a conversation about color with a customer.
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"Store Environment"
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- Everything a customer encounters - Building appearance - Cleanliness of the store - Professionalism of the staff - Level of staffing - How employees speak with each other as well as with other customers.
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Difference between DIY and WHOLESALE: DIY
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DIY Customers: - Take on painting project occasionally - Does not have a lot of painting experience - Needs guidance in selecting color, products and tools - Takes more of your time in a single interaction than a contractor - Comes to S-W for quality of the products and the help we provide
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Difference between DIY and WHOLESALE: CONTRACTORS
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Typical Contractors: - Visits stores once a week - Have a high level of experience - Know what they need - Take less of your time in a single interaction - Are relationship-oriented - Need and expect great service and product knowleddge GET TO KNOW YOUR CONTRACTORS!!
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How do we begin each sales conversation?
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You begin the sales conversation by greeting or acknowledging the customer, telling the customer your name, and asking for and using the customer's name. These are the first 2 steps in MORE THAN A GUEST.
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Why do customers come to SW over our competitors stores?
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CUSTOMERS COME TO SW FOR OUR PREMIUM PAINT PRODUCTS AND EXPERT CUSTOMER SERVICE> THEY WANT THE PERSONAL ATTENTION THAT IS OFTEN LACKING AT OUR COMPETITORS STORES.
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Trademark Service: COLOR
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Important to know basic color terms and color tools to use in basic conversations with customers. You need to understand the basic of color. To be familiar with our color tools, and to be able to confidently and comfortably talk to customers about color. DIY customers often need mire assistance with color selection than contractors. Might take more time in selecting the right color and feel anxious in the selection process.
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Starting the Color Conversation:
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Greet the customer with a project oriented greeting - Use information the customer shares with you to form your next question. - ASK AND DISCOVER, not TELL AND RECOMMEND ' - Ask basic question to be clear about what customer is doing and why, Listen carefully for important small details.
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To have an effective color conversation:
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- Determine if project is inside or outside - Determine why the customer is painting if that isn't clear, this will help you gain an understanding of their project - What is on the walls now? - What color do you have in mind? - What colors do you like or dislike?
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Selecting color is a process that can take :
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- Time to think - Time to consider options - Time to consider the finish results
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Evaluating Needs:
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Effectively evaluating needs gives you the information you need to fulfill those needs by recommending the right paint product for the job.
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When giving customer recommendations:
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- Restate customers needs - Give recommendation that addresses those needs. - Use the paint display star chart
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Making a Compelling Product Presentation:
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- Restate the customer's needs - Offer the best product first - Use store displays - Focus on VALUE not price.
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Reassuring the Customer:
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- Many customers need reassurance that they are making the right decision. They have these questions in mind, whether or not they ask them directly: - Is it the best product for my project? - What doe other people think about the product? - What does the salesperson think about the product? - Sharing personal experiences, success stories from DIY customers, information on the label and product data sheets can all help reassure the customer.
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Sharing Personal Experiences:
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- Share your own experience with using the product. - "When I was remodeling my bathroom, I used duration home with a satin finish. I'm very happy with the results. My walls are easy to clean, and I don't have an issue with mold or mildew.
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Sharing Customer Experiences:
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- Share stories of how DIY customers with similar needs have used the product and how pleased they have been with the outcome. - For example: - "I had a customer come in last week to show me photos of her living room because she was so happy with the results." - Sharing stories of how contractors have used the product can also be powerful. - For example, if a customer is looking for a product that is low odor and anti-microbrial, and your recommendation is harmony, you can explain how a contractor used it in a nursing home or hospital because of the same concerns/
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Sharing Sherwin-Williams Recommendations:
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- Highlight that the product you are recommending is the one recommended by S-W for the particular project. Walk the customer to the paint display and perhaps print a Product Data Sheet. - There are a lot of products that do overlap, but reinforce that the product is your strongest recommendation based on what the customer told you.
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Showing Confidence:
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- Another essential element in justifying your recommendation is your personal confidence in Sherwin-Williams products. - Customers will FEEL if you are confident in the products you recommend. Here are just a few ideas for building your confidence: - Complete all available product knowledge training - Review product data sheets - Use products in your own home projects.
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What is Color?
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- An object's color is based on perception. We see the color with our eyes, but we interpret it with our brains, and it interprets that information as color. - Because we are all different, each of us sees color somewhat differently. - While we share a common color language, color is an individual experience of the observer.
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Perceiving Color:
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- Being able to perceive color requires: - An object - A light source - An observer An object is anything that has pigmentation. The light source can be natural (the sun) or artificial (lights and tubes). Without light, color cannot be seen. An observer is a person, camera or color eye.
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The Impacts of Color:
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- More than just reflective light - Color generates emotional reactions and affect the moods and atmosphere of a space. - Warm colors remind us of the sun, fire and earth: - Red, orange, yellow, brown - Red and orange are stimulating while yellow connotes cheer, provides comfort. - All of these bring warmth to a room. They are popular choices for restaurants, theaters, active areas of a home - Cool Colors: - Suggest foliage, sky, water and stone - Green, blue, violet, gray - Green and blue generate feelings of tranquility while violet is intriguing and gray has a reassuring and practical quality. - Cool colors are purposely selected when a calming atmosphere is required. Used in doctors' offices, bedrooms, anywhere a calming atmosphere is desire.
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Mood and Atmosphere
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- Lightness or darkness of a color affects the mood or atmosphere of a space. - Colors that reflect the most light make rooms seem more spacious and ceilings higher. - Darker colors absorb light. They make spaces feel smaller. - They can also be used effectively to visually lower a high ceiling and make a space feel more intimate.
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What Affects Color?
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- Many things affect the appearance of a color. This is important to understand because what might look like the right color on the can and on the color strip might look very different depending on the customers: - Light source - Chosen sheen - Surface texture - Surrounding color
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Light Sources:
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- There are many sources of light: - Daylight- cool or bluish - Incandescent- warm or reddish - Fluorescent - can give a buttery warm color a more greenish cast - Halogen bulbs - The appearance of a color is impacted by the light source because the light source itself has color.
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Color: Metamerism
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The phenomenon where a color seen in store may not appear the same under different light conditions at home. Metamerism can be mitigated by using the accucolor light booth on the color selector. For exterior projects, walk outside to view colors.
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Paint Sheen affect on color
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- Can change a colors appearance. - A high gloss finish may make a color appear richer or deeper - Flat- may make color appear dull, lighter by comparison - Paint on a textured surface may appear lighter than that same color on a smooth surface.
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Surrounding Color
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- A color may look different depending on the colors around it. This is particularly important for DIY customers. - By asking questions about the application you can accurately set the customers expectations. - Example: If the walls are painted yellow in a room with green carpet, the final wall color will appear greener than it did in the store because the wall will partially reflect the carpet color. - Be aware of surrounding colors and their possible effects on final appearance of a painted surface.
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- Hiding Power:
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- Measures how well a coating covers the material beneath it. - A high hide finish applied to a contrasting surface will closely match the color strip - A low hide finish will allow the substrate to show through and the final color may appear different. - For low hide finishes, a color primed primer or a p-shade primer may be needed to achieve the desired color.
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Three Dimensions of Color:
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Just like an object has 3-dimensions... height, width, depth, a color has 3 essential characteristics:
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Hue:
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- Identifies the color family... such as blue or yellow. These families are the 12 purest and brightest color that appear on the color wheel. On the SW color selector wall, you'll find HUE's by looking left to right.
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Chroma:
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- valuates the colors saturation. - Saturation is what produces weak or strong colors depending on the amount of hue present in the color. - Higher chroma= higher saturation = richer, deeper color - SW color selector displays color vertically from top to bottom.
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Value:
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- Measures the lightness or darkness of a hue as compared to a neutral grayscall. - Colors with little or no black or gray are called "high value colors" - Others have a lot of grayness and are called "low value colors" - Each color on a color strip is based on the same hue but each looks very different due to value. - All SW color strips have high value colors at the top and low value colors at the bottom.
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The Color Wheel:
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- Organizes hues color family's based on their components: - On a basic color wheel you'll find 3 primary, 3 secondary and 6 Tertiary hues. - Primary colors are Red, Blue, Yellow. Colors that cannot be created by combining other colors. Any other color can be created by mixing these 3 in various proportions. - Secondary colors are Green, Orange, Purple. Colors that can be created by combining two primary hues. For example mixing red and blue make violet, blue and yellow make orange - Tertiary colors are those created by mixing one primary and one secondary color or two secondary hues. For example, red-orange, and green-blue are tertiary colors.
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Color Schemes:
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A color scheme is simply a choice of colors used in design. There are 3 basic color schemes:
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Color Scheme: Monochromatic
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Monochromatic: Uses colors from a single hue or color family such as blue or yellow. Colors in that scheme are differentiated by adding white or black. Using a monochromatic color scheme provides energy that is subtle and peaceful due to lack of contrasting colors.
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Color Scheme: Analogous
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Colors that are adjacent to each other on the color wheel. In an analogous color scheme, one color is often the dominate color, which tends to be either a primary or secondary color and the two on either side of that color. These color schemes are often seen in natures.
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Color Scheme: Complimentary
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Colors that reside opposite each other on the color wheel. Provide the highest contrast and can have a dramatic effect.
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Color Strips: Most basic tool
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- On each color strip a single hue is arranged by value - Colors identified by an SW number and a unique name - Vast majority of our colors are available for interior and exterior use. - However, there are colors designated by symbol for interior use only, due to tendency of certain colors to fade on exterior application - Due to formulation, some colors are not available in quarts. To achieve optimal results, these colors must be tinted in 1 gallon or 5 gallon size. Symbol is indicated with a "dagger". - P-symbol: recommends the use of a primer to achieve that color - The back of the color strip also identifies the Light Reflective Value of each color (LRV). This measurement between 0 and 100 represents the percentage of light that a color reflects. - Color strip identifies the color location in the Professional Color Files (for architects and designers.
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Using the in-store displays:
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- conversation with a customer. - Color Selector Display (color wall) is your most powerful tool. Highlights the more than 1,000 colors available. Together, these colors meet the needs of every market segment. - Designed for both interior and exterior applications. Broad spectrum of colors is perfect for any decorative style. - Color system reflects long range color trends and incorporates timeless hues and historic spectrums. - From left to right, the color selector follows the color spectrum from red to purple color hue families. - From top to bottom, the color strips are arranged by chroma, least saturated colors in the top row while reachest and deepest on the bottom. - Top row contains "fundamentally neutrals" for warm and cool neutral colors, perfered by customers who want a subdued look. - Second row is rich color options where hue becomes more apparent. - Third row is vibrant.
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AccuColor Light Box:
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- Gives customers a basic idea of how a color will look under fluorescent or incandescent ligjt to demonstrate how each color can look under different lighting. - Higher the LRV the more light is reflected. - Dark room with little natural light would benefit from a color with a high LRV number, - Low LRV for room with abundance of natural light - LRV is important in a different way when coating certain exterior substrates such as plastic trim and vinyl siding. - Light energy is reflected and it is also absorbed. - Any light that is not reflected is absorbed as heat gain. This absorption has the potential to warp the customers siding or trim all because of using a color with too low of a LRV... this is why we do VINYL SAFE colors.
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Spinner Panels:
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- Provides support to sales associates and customers. - Includes information about the relationship between color and mood. - Spinner panels can help you initiate a color conversation with a customer who isnt sure about their color selection and provide them with tools to pursue their preferences.
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Wood Classics Color Selector:
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Interior Architectural stains - At top are standard samples applied to 3 wood types: red oak, pine and birch. - Same stain color applied to different types of wood can look significantly different. - Below wood samples are take home color strips. Stain colors identified by name and SW#. Always begin by determining the type of wood the customer will be staining. - A fandeck of woodclassics colors is also available for contractors.
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WoodScapes & SuperDeck:
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- Our line of exterior stains. - Include both semi-transparent and solid color finishes - Includes finished wood samples and take home color strips - Offers combination cards for unique color schemes for body, trim and accent colors. - These cards a great for helping customers choose coordinating colors
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Selling the Complete Project
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- Selling the complete project means selling customers every item they will need to complete their project. - Our customers may not realize that we offer a full line of competitively priced painting tools and supplies. - When evaluating needs, do not stop with the color selection and the paint product. - Use your knowledge as a paint professional to evaluate and fulfill needs for painting tools and supplies.
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Why sell the complete project?
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- Help customers complete their projects successfully with professional like results the first time. - The right painting tools ensure customers get the maximum performance and realize the full value of our premium paint and stain products. - By asking good open ended questions, you can determine how experienced your customers are with painting projects.
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- Tell and Sell Process: - Step 1:
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- Step 1: Learn about the complete project - Specifically, you ask questions to determine how knowledgeable the customer is regarding the painting tools and supplies needed for preparation, application and cleanup.
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Tell and Sell Process: Step 2:
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- Tell them what they need - You recommend the painting tools and supplies that will help them achieve the desired results.
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- Tell and Sell Process:Step 3:
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- Close the sale - The purpose of closing the sale is to ensure that the customer leaves the store with all of the items he or she will need to complete the project. - Make your recommendations for preparation, application and clean up. - Connect your recommendations back to your customer's buying motive. - If they select a premium paint, explain that using a quality brush is essential to achieving the exceptional results they expect. - If they tell you about challenges they have experienced in the past, recommend tools that can help them with those problems. - Be a Sales-Person, not an Order-Taker: - Sales Person: Knows their products and understands the needs of their customers. Building rapport, asking questions, good sales people make the right recommendations. - Order-Taker: Does just that. Simply write up orders and ring them through the POS... lets customers leave the store with the wrong products for their project. At SW, our customers expect to be served by a sales person. - A Good practice is to walk customers to our selection of painting tools and supplies and give them a copy of the project menu. - Go through the project menu checklist with them, checking off as you go. - Place the recommended tools in their hands. Let them feel the soft bristles... etc. In hands = in bag later. - You may sense as you make your recommendations for brushes and roller covers, that your customer does not want the recommended items. There could be many reasons... maybe they used a roller cover before and bad experience... maybe price... be ready to provide options. - Do your best to ensure that customers are using painting tools purchased at Sherwin Williams. - Okay to remind customers that they can return items they don't end up opening/using.
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Questions to avoid with customers
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AVOID QUESTIONS: - Do you need anything else? - Do you need a brush? - Do you have a roller cover? - ANSWER WILL ALWAYS BE NO,
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ASK OPEN ENDED QUESTIONS:
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- "What will you be using to cover your furniture?" - Can lead to a conversation about plastic drop cloths. - "How will you be cutting in?" - Can lead to a conversation about the right brush or masking tape. - "How old is your roller cover?" - Can lead to a conversation about the right roller cover for the surface. - "What pictures or other decorative pieces do you have on your walls that will leave holes?" - Can lead to a conversation about the need for spackling, a scraper and a sanding block.
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ASK FOLLOW-UP QUESTIONS: - Many customers will say things like "I already have a brush"
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Your responsibility is to make sure they have the correct brush for the job. Often you will learn that the customer is planing to use an old brush that will not give them great results. This is your opportunity to explain the importance of using a premium brush and roller in getting the results they expect.
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"It's amazing how something as small as a roll of tape can make or break a painting project.
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- What happens if they use regular household masking tape? Their finish may look great until they remove the tape and find that it has damaged the finish they have worked so hard to create. - Luckily you can help customers avoid frustration by asking a followup question to ensure they have everything they need for their project. - Customers may tell you they already have a drop cloth or some other solution for their furniture and floor... a few questions from you may help them figure out if their plan is a good one... many time's its not.
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Good followup questions helps the customer to think more broadly about their project.
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- "have you ever had an opportunity to use painters tape?" - lead to conversation about using right tape. - "have you ever painted with an old roller cover?" - lead to conversation about importance of right roller covers - "Can i give you a tip that will help with your clean up?" - lead to a conversation about tray-liners
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Tell and Sell Step 3:
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CLOSE THE SALE: - 5 Key Messages: - 1. I want to make sure you have everything you need for the project. - 2. Id like you to take these items with you - 3. If you find you dont need them, just bring them back. - 4. We'll give you back your money. - 5. I just want to make sure you have everything you need to complete your project.
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Overcoming Sales Obstacles: 1. Customers feeling that painting tools are priced cheaper at the competition.:
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- Let your customers know that we regularly compare our tools to competition and that our tools are priced competitively. Preferred customers save 10%. At SW price is right on painting tools and supplies.
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Sales Obstacles: We don't have enough time.
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- When store is busy, may not have time to complete the conversation and recommendations. In these situations, use the store displays and selling tools to ensure your customers have everything they need for the project.: - Project Menu: Give customers the project menu during busy-times for example, while you are mixing their paint or serving another customer. - Project helper: Offers a selection of painting tools most needed for any project. - Pro-Buy merchandiser: Walk your DIYs over to the ProBuy merchandiser. This tool lists 100-200 items priced from 10% to 30% off for two months at a time - Brush ; Roller Selection Guide: Use this tool to help customers make applicator recommendations. - Counter-Mats: During Sale Events the counter mat features up to six items needed for any paint project with great prices.
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Overcoming Obstacles: - We forget to start the conversation:
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- Can prevent you from starting the complete project. - Best time may be when talking about color. Plant the seed about tools they may need for further discussion. - Know what tools are on sale and know prices - Review what painting tools are displayed on the Project Helper and ProBuy carts. - Be ready to provide your customers with the project menu checklist if you get busy.
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Perceived Value vs Real Value
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- There is a difference between perceived value (by the customer... based on ads, previous painting experience, competitors...etc) can determine price customer is willing to pay or think they should pay. Real value is how the product holds up, provides a final finish and meets or exceeds the expectations/needs of the customer. - While ringing customer up, you have the opportunity to reinforce their purchase with a value message... Bridges the gap between perceived value and real value
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Value Messages Contain
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- One or two unique features that add value to the product. - (Give you best washability we have to offer and best in class for ease of application! just what you were looking for) - A value confidence building statement. - (Reinforces customers purchase decision: I've had several of my customers tell me how easy this paint is to apply... how happy theyve been with their results... great product if you have young children in your home.) - Additional features of the product that add value - (In addition to great washability, Emerald also has excellent coverage that makes it so easy to work with) - Confirmation of the finish and color - (Reading the finish and color on top of the can) Use sales receipt to point out any savings the customer was able to take advantage of. - A special touch to add value and make the experience memorable: - (Stir sticks, opener, carry paint to car). THANK THEM SINCERELY BY NAME, INVITE THEM BACK (be sure to come back and see us next time you have a paint project). Value messages add to the customer experience and create a lasting good impression of Sherwin Williams and the products
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The Contractor Market:
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- Knowing your customers business needs and pressures helps you develop a relationship with them. You start to understand what you can do to help them out. Not just sell them stuff but really help. - The key is to first understand who your customers are.
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Market Segment: New Residential:
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Builders hire contractors to complete the painting in specific homes or entire developments during construction. These contractors are business people whose work has to meet builders' expectations, and their reputations depend on quality.
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Market Segment: Residential Repaint:
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Single family residences that are at least 5 years old. This market is what the new residential market matures into because sooner or later they need to repaint. Represents a huge opportunity for growth.
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Market Segment: Multi-Family Housing:
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Businesses and other institutions that own and/or professionally manage rental housing. This customer purchases paint, floorcovering and other products to maintain and renovate their properties. They either employ or subcontract painters.
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Market Segment: Commercial Painting Contractor
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- This market segment is out largest volume customer and includes commercial properties such as malls, corporate buildings, schools, manufacturing plants, etc. These independent contractors work directly for a building owner, facility manager or general contractor. Typically, they have specs from their employers that they need to follow.
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Market Segment: Property Management
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These businesses and institutions own, and/or operate, control and provide oversight of many types of tenant-occupied real estate. Painters in this market segment often have projects such as painting warehouses, condominiums, prisons, museums, restaurants and retail stores or rented office space. This market has a very consistent business in paint, paint supplies, wall covering and floor covering. They usually have a baseline of painting that they do each year.
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Market Segment: Health Care
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- Businesses and other institutions that provide professional medical services such as hospitals and acute care facilities, assisted living facilities, medical clinics, etc. This customer purchases paint, wall and floor coverings, and other products to maintain and renovate their facilities. They either employ or subcontract painters.
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Market Segment: Hospitality
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Businesses and other institutions that provide lodging (hotels, motels, resorts), banquet (banquet halls) and conference facilities (conference centers, country clubs). This customer purchases paint, wall and floor coverings, and other products to maintain and renovate their facilities. They either employ or subcontract painters.
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Market Segment Product Finishing:
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Wood: Cabinetry or wooden furniture or architectural woodwork; metal: trailers, ornamental iron/fencing if painted, or construction equip.; description: Small businesses with a maximum of $300,000 in annual coatings purchase potential. They manufacture a painted product in a manufacturing or shop environment.
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Servicing Contractors of different market segments
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For all contractors, time is money. They aren't making money while in your store so they expect quick and accurate service as well as competitive prices. They often need a large number of gallons delivered to a specific location at a specific time, so making sure that we have the right stock on hand at the right time is important for our contractor market segments.
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Which two contractor market segments represent the bulk of contractor business at most stores?
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- Residential Repaint - Commercial Painting Contractor
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Keeping your contractors happy:
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- Get to know something personal about them - Ask about their projects - Ask about the status of their business - Express appreciation for their business - Offer added value - Alert them to discounts and pro buys - Have supplies ready when they call ahead - Provide in-store decorating support - Follow up with a phone call to ensure they are satisfied with the quality of products
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My Important Role in Lead Generation
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- Identify potential leads using the Lead Generation program database located in 'Sher-Call' - Through the lead gen program our Asst Managers contact and qualify new and existing customers - After information is gathered it is passed on to Store Manager and Sales Reps
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Lead Gen: Qualifying Information
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- The qualifying process begins with choosing a customer from the Lead Gen database. - Customers with account numbers are automatically added to the database when an account is opened. - You can also manually add customers when they come into the store by using the "Create a Customer" function in the program. The Goal of Lead Gen is to gather information about customers so that you can qualify them and assign an account classification. - Account classification determines the next steps taken with the customer. During the customer conversation you will ask questions to determine the number of employees, sales potential and suppliers.
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Qualifying: Number of Employees
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- 1-2 - 3-5 - 6-10 - 11-20 - 20+ - This gives us an idea of the size of the business and sales potential
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Qualifying: Sales Potential
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- Estimated annual purchases: - Less than $5,000 - $6,000-$10,000 - $11,000-$20,000 - $21,000-$50,000 - Greater than $50,000 - Compare this number to YTD sales and the difference is our 'opportunity.'
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Qualifying: Primary, secondary and sundry suppliers
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- May be various suppliers including SW and competitors - Current suppliers will be an indication of whether the prospect values service over price.
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"unqualified" accountz
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Each of the accounts populated in your database will be classified as "unqualified" until you chose the proper classification based on your conversation with your customer:
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Lead Gen: Prospect: (Unqualified)
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- This customer is unknown to SW and needs to be qualified - Customers will remain a prospect until they have been qualified and assigned a different account classification.
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Lead Gen: Buyer
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- This customer purchases infrequently and erratically based on convenience. - SW has little or no relationship and just cant seem to get a foot in the door with this customer. - If this type of customer doesn't call with the order, the Manager/Sales Rep may never know they purchased anything. - Buyers generally purchase 15% or less of their sales potential from us.
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Lead Gen: Product Loyalist
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- This customer buys a particular product but hasn't expanded purchasing. - The Manager/Sales Rep is selling based on the features/benefits of the product seeing only that instead of the value. - We get caught up in selling against a competitive product or on price alone, instead of establishing value for the customer. - Product Loyalists generally purchase 20-30% of their sales potential from us.
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Lead Gen: Valued Partner
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- This customer uses our products more exclusively and believes that we understand their business and will always offer value. - The Manager/Sales Rep has applied good listening and probing skills and offers solutions tied to the needs of the customer. - SW is considered the main supplier and a trusted partner in their business. - Valued partners generally purchase 50-80% of their sales potential from us.
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Lead Gen: Remove from list
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- Any account that you have exhausted all means to contact and cannot. Or, the prospect no longer has a need for paint and supplies.
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Lead Gen: Hot Lead
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- This is an account that you have qualified and discovered that there is a potential sales opportunity that requires immediate action on the part of the Store Manager or Sales Rep.
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Lead Gen: Developing a Call Plan
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- Your potential for success in achieving lead gen goals begins before picking up the phone. - Various studies have shown that you will have about 2 minutes to get your point across when making contact with a customer. - Based on this, you need to make sure that you are prepared when making contact with a customer. - In this less, you will learn about pre-call planning activities that will help you engage customers in conversation and support relationship building.
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Lead Gen: Pre-Call Planning Activities (4)
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- Pre-Call planning activities include: - Researching the customer - Determining questions to ask - Developing a call opener - Anticipating common objections
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Resources available on "Customer Profile" screen for developing a call plan: Customer information:
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- The Customer Profile screen provides you with basic account information as well as he opportunity to enter additional information regarding the customer. For example, there are fields to add qualifying information such as number of employees, sales potential, and suppliers. - The 'profile' section is used to record business and personal information that you gather during the call. Examples could include information such as "married", "daughter Mary and son Peter", "loves golf", etc.
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Resources available on "Customer Profile" screen for developing a call plan: Previous SherCall Notes:
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Also included on the Customer Profile Screen are previous account comments. For example, products and pricing discussed, future jobs, and so on. The comments are those entered by anyone contacting the customer. The person who entered the comments is listed, which supports better communication regarding the account if questions arise. The default for this information is the last three calls, but you can also access all comments entered for the account.
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Resources available on "Customer Profile" screen for developing a call plan: Customer Invoices
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- Customer invoices can help you in call planning by answering questions such as: - What are they buying? - When was the last time they were in the store? - What store or stores do they shop at?
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Resources available on "Customer Profile" screen for developing a call plan: Price Record Card
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- The following information is included on the Price Record Card (PRC): - Account open date - Credit Limit - Pricing - Home Store - Pricing Exceptions - Additional People to contact - Example of how to use information on the PRC: If there are pricing exceptions, and the customer is not purchasing that product, we can inquire about it. The PRC also provides us with other contact names to help determine how many employees are at the company.
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Primary purpose for asking questions in the initial customer call:
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- Gather information to qualify the customer - Understand customer needs for their project or business and what they value.
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Lead Gen: Gathering information from Open Ended Questions
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- Open-ended questions: - Open-ended questions get the customer talking about their project and/or what is important to them. - Common starter words: - Tell me... - Describe... - Discuss... - What... - Explain... - A good rule of thumb is that the best open-ended questions CANNOT be answered in one or two words. - Examples of open-ended questions: - What do you value in a supplier? - Tell me about the project you are working on. - How has the growth in the housing market affected your company?
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Lead Gen: Gathering Information from Closed Ended Questions
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- Closed-ended questions are used to confirm information that you received earlier in the call or to get specifics. - For instance, your customer may have responded as follows when asked about the growth in the hosuing market: "We've gotten busier and I've hired more people." - You can follow-up with a closed-ended question to get specifics: "How many employees do you have now?" The answer is a closed-ended question is typically "yes/no" or a couple of words. Common starter words. - When will... - Is that... - Who will... - How many...
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Lead Gen: Develop and Opener
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- The information you gain during call planning can be used to create your opener..that is the reason for your call. The reason for your call should include a clear benefit for the customer. For example: - Notify the customer about an event - Check satisfaction on a recent purchase - Inform the customer about a new product or process that will save time or money - Gather information on customer needs and preferences
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Lead Gen Call: Anticipate Common Objections
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- During the initial telephone call, customers may state an objection. - The customer may not see any benefit in having a conversation or may simply be busy. - Common objections: - "I'm happy with my current supplier" - "I had a problem with SW in the past" - "I've heard your prices are too high" - "I'm too busy right now" - "The customer picks the paint" - When an objection occurs early in the call, it is almost always a smoke screen to end the call quickly. In the practice activity, the customer stated an early objection "I'm happy with my current supplier". Use this 3 step process: - 1. Respond positively: - That's often the case when I first speak to someone. Remain focused on the objective of your call and respond to the obstacle using positive language. Reframe what the customer has said with a positive "spin". - 2. Neutralize the issue: - Many of the customers that buy from us today were in the same situation. Acknowledge the customer's position, but don't focus on it. Again, keep the call objective in mind. - 3. Initiate dialogue: - How could a secondary supplier keep you up to speed with market changes and ensure that you get the best products for the job? - Engage the customer in the conversation by creating dialogue. The most effective way to do this is by asking open-ended questions. - As the customers begin to talk on topic regarding your questions, the early stage smoke screen objection is gone. The dialogue will begin to open up opportunities for you to probe, create value with the customer and move the call forward.
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3 STEPS TO OVERCOMING OBJECTIONS: 1. RESPOND POSITIVELY
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- "I'm happy with my current supplier" - "I had a problem with SW in the past" - "I've heard your prices are too high" - "I'm too busy right now" - "The customer picks the paint" - That's often the case when I first speak to someone. Remain focused on the objective of your call and respond to the obstacle using positive language. Reframe what the customer has said with a positive "spin".
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3 STEPS TO OVERCOMING OBJECTIONS: 2. NEUTRALIZE THE ISSUE
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Many of the customers that buy from us today were in the same situation. Acknowledge the customer's position, but don't focus on it. Again, keep the call objective in mind.
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3 STEPS TO OVERCOMING OBJECTIONS: 3. Initiate Dialogue
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- How could a secondary supplier keep you up to speed with market changes and ensure that you get the best products for the job? - Engage the customer in the conversation by creating dialogue. The most effective way to do this is by asking open-ended questions. - As the customers begin to talk on topic regarding your questions, the early stage smoke screen objection is gone. The dialogue will begin to open up opportunities for you to probe, create value with the customer and move the call forward.
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Lead Gen: Making the Call
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- Completing pre-call planning gives you the information you need to engage customers in conversation. By completing Pre-Call planning you'll be prepared to: - (Typical flow for a Lead Gen Call:) - Open the call - Ask questions to gather information and identify needs. - Resolve early stage objections and determine "What's next and when": - This is a critical piece of Lead Gen. - Following up demonstrates to the customer that SW has genuine interest in building a relationship. - Use the "What's next and when" function in the Lead Gen program to document the reason for follow-up and to add a follow-up reminder to your SherCall calendar. - Examples of reasons for follow-up: - Ensure that the Store Manager/Sales Rep contacted the customer - Call the customer back if no response to a voice call message. For instance, a VM inviting a customer to a pro-show. - Using the SherCall calendar will help you stay on top of your relationships with customers.
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Lead Gen: Develop and Interest-Creating Voice Mail:
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- An interest-creating voice mail message has: - 75-90 words and roughly 25-45 seconds in length. It should include a greeting with your first name twice. - Greeting, saying name twice - Purpose/compelling reason: - A compelling reason to call you back. This will be different upon the customer but needs to be clearly stated. - "Invite you to try one of our newest exterior products that has been proven to save contractors like you time and money." - "Personally invite you to our upcoming pro show event where you have the opportunity save money on your bulk purchases with the best pricing of the year." - "I want to give you $50 off of your next $100 purchase." - Next steps: - "Please call me for more details." - "Space is limited so call me back to reserve your spot." - Contact information, saying number twice - Tips to remember when leaving a voice mail message: - Speak slowly, at a comfortable pace and enunciate. - Be sure to have a smile on your face and that will project in your voice. - Practice beforehand, even going so far as leaving the message on your home or cell phone voicemail to listen to prior to calling the customer. - Remember that this could be the first time the customer hears your voice. Make sure it is a positive impression.
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What does a well-merchandised store mean for your customers?
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- Customers can easily find the products they need - Related products are conveniently located - Merchandise in stock and available - Selection of products - Proper shelf price tags ; promo tags
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The relationship between proper merchandising and the delivery of trademark service:
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- Empty shelves give the impression of poor inventory management. - Customers remember the experience of having the leave the store empty handed because the store was out of stock...may affect their decision to come back to the store in the future - Customers will go elsewhere to get what they need - Stockouts lead to lost sales, undermining trademark service... no way to treat a guest. Properly Merchandised stores with well-stocked shelves help you deliver Trademark Service customers expect. SW provides several merchandising tools to help you maintain a well merchandised store and consistently meet customer expectations:
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Merchandising Tools:
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- To ensure product selection and availability, you will use several merchandising tools including: - Floor Plan - Plan-O-Gram - Shelf pricing labels - Product displays - Promotional displays - Sales promotions ; supporting merchandising
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Merchandising: The Floor Plan and Plan-O-Gram
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Your Store Floor Plan Ensures: Maximized Product Exposure - Departments easy to identify - Merchandise displayed logically - Promotional displays eye-catching - Safe ; convenient traffic flow Store Plan O Gram: - Are updated throughout year - Helps to keep your store organized and maintained Floor Plan and Plan O Gram Viewer: - Cam view and print these tools for your store through floor plan and planogram viewer: - Also enables you to identify which plan o grams have changed - Notify category development that plan o gram have been implemented - Access the viewer by clicking the Floor Plans and Planograms link under store layouts on the SWEEP homepage (SW Enterprise Exchange Program) - Viewer has several sections which include: - Store Information including store name address and phone number - Floor plans for your store, normally only one per store,,, - Planogram section displays all pdf links to planograms to be implemented by date - Checked planograms have been implemented - Unchecked have not been implemented - To notify category development ; district management that a planogram has been implemented - CANNOT BE UNCHECKED
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Implementing the Plan-O-Gram in your store:
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- Stock shelves according to the Plan-O-Gram - Plan-O-Gram selections are customized to fit your store - Stocking shelves improperly can have expensive consequences Each Plan-O-Gram provides a strategy that deliberately places related products close to eachother.: - Makes shopping easier for customers - Positions our products in their view Rotate stock so that newer stock is in the back and older stock is up front. Fixtures are used for the permanent display of product, different from temporary displays. Division department and cat development team can help with fixtures.
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Shelf Pricing Labels:
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- Make your planograms easier to maintain - Necessary for store operations - Each contain: - Product name - Size - Sales number - Bar code - Price Treating our customers as more than a GUEST means anticipating their needs... if customers cant find prices many times they wont ask and just wont purchase the item. Will take their business elsewhere - Shelf labels facilitate inventory maintenance in the store - Employees can scan and quickly identify products SW policy that all products on the sales floor have a shelf label. Dramatic rise in auditing, fines etc,
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What happens during a pricing audit?
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- Auditor will ask to scan several items - Ensure the print publications, shelf and POS prices all match - Auditor may ask to see SW Price Discrepancy Policy...always search for a statement sheet for outside customers not the actual SW book. Shelf labels on Demand: - Store automatically receives annual planogram shelf labels and labels for new products... - Can create new shelf labels through SHELF LABELS ON DEMAND in Source Operations Portlet under the PROCESSES dropdown menu With Shelf Labels on Demand you can: - Print and replace worn out and outdated shelf labels - Create favorites lists to print quick scan charts of hard to scan items - Can also print a quick scan chart of shelf tags - CAN PRINT SHELF TAGS WITHOUT PRICING FOR WAREHOUSE...USE THIS!
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Product Displays: Bulk Paint Merchandising
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- Typically used for special promotions on ceiling paint - Containers are mass stacked in semi-permanent displays to highlight specific paint lines
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Product Displays: Featured Specials
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- Specialty displays used to merchandise specialty products
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Promotional Displays:
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- Project Helper Displays - Next time wrap counter to encourage impulse sales - Merchandise high impulse items - 3-Sided ProBuy Displays: - Merchandise contractor-related sale products, close out products and bulk products - Close to the wrap counter - Supports current sale - End Deck Displays: - Products merchandised at the end of a gondola - Highlight key products
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Sales Promotional Items
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- To support any advertised sale, you will receive a Point or Purchase kit (POP) approximately one week before the sale starts. This kit helps you communicate and promote the items on sale: - Window banners hang posters in front windows - Sale Tags - attach to shelf price tag - Fold Over Signs - Fold ; Place in sign holders for bulk paint displays - Wall Covering Sale: May include easel signs - Paint Display Price Grid Inserts: slide into price grid channels - Plastic Counter Mats: places on wrap counters to highlight sale - Instruction sheet comes with POP materials
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FIRST IMPRESSIONS PROGRAM:
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- January-March- Contest for "Best Merchandise Store" for each district - Checklist of key merchandising activities - Follow up reminders later in the year
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Handling Customer Complaints
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Complaints often arise when a product or service doesn't match the customers expectations. Dealing with complaints can be uncomfortable. We will use a model called LAST. Best way to reduce complaints is to ensure that we work hard to understand customer needs and expectations in the initial interaction w/ customer to reduce the opportunity for a disconnect between what we provide to the customer and what they expect.
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Complaints: LAST: L
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- L:isten and clarify - Find out from the customer what you need to know that will help resolve the situation. - Really listen - Put aside negative feelings and assumptions - Let the customer vent - Write down details - Try your best NOT to interrupt customers! If they are loud or disruptive, go ahead and move them to another area away from other customers and then wait until they are completely finished making their point. - When you Interrupt: - The customer gets more upset - You miss information that can help you solve the problem - The customer starts over from the beginning - Customer feels you aren't interested in listening - Customer's story becomes an argument - You become less effective at resolving the situation
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Complaints: LAST: A
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- A:pologize - Express sorrow at the customer's inconvenience or disappointment. An apology is not an acceptance of blame or guilt! by offering an apology, you are simply saying that your are sorry that the situation occurred and that the customer was inconvenienced or disappointed. - Sincere and effective apology: - What do you want to hear when you receive poor service or are disappointed? - Understanding - Indicates that you understand how the customer feels - Regret, - words and tone of voice communicate regret that situation occurred. - Empathy - Shows that you appreciate how the customer is feeling - Indicates an understanding of the negative impact on the customer - No excuses: - Doesn't assign blame, guilt or responsibility - Doesn't make excuses
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Complaints: LAST: S
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- S:olve the problem - Take responsibility for solving the problem. - "Let me see what I can do to solve this problem." - Avoid making excuses - Involve the customer in the process, use sentences that use the words, you, me, we. - "What would be an ideal solution for you?" - "Lets look at some options that will work for you." - Do what you can to make it right today. - Involving your manager: - When you arent able to solve their problem immediately. When that happens, confirm your understanding of the situation of what happened with the customer, let them know what will happen next and be clear about the timing for a response.
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Complaints: LAST: T
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- T:hank the customer: - Thank the customer for sharing their concern and giving us the opportunity to set something right. - "I appreciate you bringing this problem to my attention, and I thank you for being a loyal customer." - "Thanks for giving us the opportunity to fix this for you." - "I am so glad you let me know about this issue. Thank you for trusting us to make it right."
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GUEST
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- Greet or acknowledge every customer every time - Use their name throughout the interaction, and give them yours - Evaluate and fulfill their needs - Smile with your face and your voice - Thank them, and invite them back
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Complaints: Planning Ahead
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Plan Ahead: - Expand your ability to provide effective solutions by planning ahead before you ever encounter a customer complaint. - Know common complaints - Plan potential solutions for most common complaints - Clarify what you can and cannot do on your own
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Complaints: Recovery Tips: Additional Item
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Talk with your manager about situations in which it is OK to offer something extra to the customer and what is appropriate. It might be an inexpensive brush, a roller cover or tray liner, an Exacto Knife, etc.
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Complaints: Recovery Tips: Extra Help
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If you can come back later today, I can arrange for a demonstration of that new faux finish technique
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Complaints: Recovery: Pickup or Delivery
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I can arrange for a special truck to deliver your order so you get it on time.
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Complaints: Recovery: Personal Service
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Let me write down for you exactly how to make that patch.
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Complaints: Recovery: Following up
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I'll call you around 2pm today to see how it's going. If you have any additional questions, we can talk then.
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The Primary Resource we use to advise customers about paint problems is the:
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- AINT ANSWERS PROBLEM SOLVER: - Describes the many types of surface problems and provides guidance to help ensure proper surface preparation - Available online for customers and staff - Available printed in store
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Paint Problems: Weather Conditions to Avoid:
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- Many potential problems are related to weather conditions in area when/where applied. - Best quality materials and coatings can all go to waste if weather conditions aren't conducive to getting a quality paint job. - Extreme Temperatures: - optimum painting temperatures are between 50 and 90 degrees Fahrenheit - Higher temperatures cause dark strips where sections overlap - Lower temperatures allow moisture underneath and cause blisters and peeling - Consider temperature of: - Air - Surface to be painted - Coating Product - Some SW products may be applied as low as 35*F - High Humidity: - Slows drying process - If alkyd or oil based coatings are exposed, they can loose some of their gloss - Allow additional time for drying before applying a second coat - Moisture: - Avoid wetness on newly painted surfaces until the paint has dried - If alkyd or oil based coatings are exposed to moisture before fully cured, they may loose some of gloss - Customers should avoid washing newly painted surfaces for at least two weeks after application - Direct Sunlight: - Will heat up a surface and speed up drying time & can cause lap marks where sections overlap - Customers should always start painting on the shaded side of the house and follow the sun as they work their way around.
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Paint Problems Caused by Improper Surface Preparation or Missaplication:
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- 0% of all PAINT PROBLEMS ARE CAUSED BY THIS: - Includes un-corrected surface problems caused by moisture, old paint and so on - If customer is simply painting over problem areas, it will cost them money down the road - Proper surface preparation prevents problems in most cases and produces a great looking finish.
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Paint Problem: Alligatoring
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- Can occur either outdoors or indoors - When cracks in the paint film resemble alligator scales, we call it alligatoring - Some customers may used the words alligator hide to describe problem - Some Causes: - Natural aging of oil-based paint - Applying the topcoat before the primer is dry - Applying a hard, rigid coating over a more flexible coating - Solutions: - Remove all old paint by scraping and sanding the surface - Prime and repaint.
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Paint Problem: Blistering/Peeling
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- Can occur indoors or out - Bubbles that occur when the paint film does not adhere properly to the surface and lifts away from the underlying surface. - Possible Causes: - Applying oil-based or alkyd paint over a damp or wet surface - Moisture seeping into the home through the exterior walls - Exposure of latex paint film to high humidity or moisture shortly after paint has dried - Solutions: - Remove all the loose paint, wash with detergent, rinse and let dry - Prime any bare spots and reapply the finish coat.
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Paint Problem: Chalking
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- Formation of powdery surface over a paint film exterior resulting from UV exposure over time. Alkyd or oil based products tend to chalk more often than latex. - Possible causes: - Prolonged weathering - Use of low-grade, highly pigmented paint - Solutions: - Wash the surface with detergent to remove all of the chalking - Allow to dry and reapply a 100% acrylic latex topcoat
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Paint Problem: Efflorescence
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- White crusty deposit of salt crystals on masonry surfaces indoors or out - Caused by: - Excess moisture escaping through the exterior masonry walls from the inside - Insufficient curing time for new cement or mortar - Incomplete removal of all previous efflorescence - Solutions: - Eliminate the source of the moisture - Remove the efflorescence and all other loose materials - Lightly rinse off any remaining residue - Spot prime if needed and repaint
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Paint Problem: Mildew
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- Appears as black, gray or brown spots on surface of paint or caulk. - Customers sometime describe it as dirt that wont wash off. It is actually a fungus thats common in most environments. - Forms most often on damp areas that receive little or no sunlight. Bathrooms kitchens laundry - Forms outdoors in parts of structures that are in shaded/damp areas. - Paint does NOT CAUSE mildew - Some paint formulations may act as a food source for mildew - Alkyd resin coatings are more prone to mildew than latex - More likely to grow if customer has painted over a substrate or coating from which mildew was not removed . - Customers must remove all mildew from a surface by scrubbing surface with diluted bleach solution - Use a top quality latex paint with mildewcide - Clean when necessary with a diluted household bleach solution.
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ASK QUESTIONS TO HELP SOLVE PAINT PROBLEMS:
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- What does it look like? - Is it peeling? - What's underneath? More paint or bare surface? - Where is it peeling? - What kind of surface is it? Steel, galvanized metal, masonry or wood? - Don't guess, show them paint problem solver and ask if any of the photos resembles their problem
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What is INVENTORY?
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Your Paint Store carries different amounts of each product that is sold. Inventory: Products and merchandise that can be sold. That means that your formal inventory doesn't include other goods like cleaning supplies/
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Inventory: ON HAND:
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Includes all merchandise in the store on the sales floor and in the warehouse
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Inventory: Min/MAX
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- Minimum ; Maximum on-hand inventory quantities that impact purchase orders.
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Inventory: SKU
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"Stock Keeping Unit"=Sherwin-Williams Sales Number, like an ID code for a particular product... also referred to as the: SMIS
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Inventory: REX #
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Alphanumeric product identifier
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Merchandise Management System
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- Computer system used to track and manage inventory levels
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Perpetual Inventory:
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The Quantity of each item that is currently available in the store, tracked by MMS
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Understanding the FLOW OF INVENTORY:
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- The product in your store is constantly moving. You place POs for merchandise from your DSC or external vendors, you receive shipments, you move into storage or sales floor..you rotate and organize that stock regularly to ensure it is current, you sell product to customers and handle occasional customer return... sometimes you need to return or transfer items that haven't sold or are not salable. - All the moving inventory can be difficult to manage but in order to remain profitable, thats what you must do.
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Inventory: Ordering Merchandise:
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Purchase orders are placed with the DSC or external vendors to bring merchandise into the store. Typically through DSC or vendor
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Inventory: Receiving Shipments:
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- Must be received into inventory using MMS system to avoid these problems: - "Sell" an item you no longer have in stock - Send customer to another store to buy something for a product you dont realize you have - Vendors may not be paid on time, potentially damaging the relationship...not paying vendors on time might damage relationships - ALWAYS RECEIVE SHIPMENTS PROMPTLY AND ACCURATELY
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Inventory: Storing & Displaying Merchandise:
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- Storing all merchandise in known locations is super important - When a store looks organized and cleaned, customers are more likely to do business - Keep your store's shelves stocked and organized - Its easier to manage inventory - Disorganization not only looks bad but is dangerous, inefficient and frustrating. - Rotate stock for items with expiration dates
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Inventory: Selling Merchandise:
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- Merchandise flows out when it is sold to customers. Since your stores computer systems are integrated, inventory levels are automatically reduced when the product is sold to customers. - Knowing your inventory flow allows you to match your inventory levels to customers' needs
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Inventory: Transfer & Returns:
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- Transfer & Returns: - Merchandise may be transferred to another paint store where it is needed, or sent back to an external vendor or to the DSC
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Inventory: Handling Customer Returns:
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Handle returns correctly to control inventory
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Inventory: How much do we have?
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- MMS System helps to keep track of quantities of each item - Periodically you and fellow team members will count levels of inventory to ensure accuracy of MMS data
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Inventory: How much do we need?
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- Stores must balance the amount of inventory they carry between having too much and too little. - Too Little: - Special orders and cost of overnight shipping - Time, aggravation, lost business - Too Much: - Inventory carrying charge: 1% each month - Cost of markdowns, returns, transfer
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"Inventory Management" Defined:
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- The day to day process of analyzing the stores inventory levels - Both an art and a science - Ordering, receiving, and storing the optimum merchandise assortment to meet customer needs and control costs
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What is inventory management?
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- Managing your inventory helps you ensure that you'll have product on hand to meet customers' needs. - Day to day process of analyzing store's inventory levels...no control of inventory is inability to determine if you have enough product on hand
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Inventory: Finding Balance
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Your store manager must find proper balance to meet customer demand without interruption while also minimizing inventory carrying costs. Ultimate goal is to keep just enough inventory on the shelf to meet your customers needs. Not enough = dissatisfied customers... too much = incurred expenses for store.
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TO EFFECTIVELY MANAGE INVENTORY AND KEEP YOUR STORE PROFITABLE, YOU NEED TO:
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- Determine appropriate inventory levels for each item in the store's core product base based on customers needs - Identify & adjust product assortment - Maintain accurate records - Keep store well organized so that you always know what you have on hand.
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Why is inventory management important?
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- Managing your inventory enables you to: - Meet customer demand - Maintain an appropriate assortment of merchandise for each customer type - Your store polarogram ensure you carry items essential to needs of our diverse customer base - Trademark customer service - Control expenses
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How do you track and analyze inventory?
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- Balancing inventory levels with customer needs is not a one-shot deal. - Products change and customer needs change - You have to stay alert to these changes
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Two ways to track and analyze inventory include: Cycle Counts & Inventory Audits
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- Cycle Counts - Help ensure that perpetual inventory and actual inventory are accurate - Guides you in making inventory adjustments to correct variances - Inventory Audits: - Inventory Audits: - Periodically your store will be audited. - The field auditor performs a cycle count of randomly selected items and also reviews all actions taken by the store to reconcile variances during cycle counts in the last year. - Unreconciled variances discovered during an auditor cycle could result in an auditor infraction. - Auditors also look at other inventory management practices to ensure you are following policy...ensure you are operating effectively MMS Supports Inventory Management:
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MMS Supports Inventory Management:
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- Inventory updated in real time - Significant tool to help you manage inventory and in doing so, increase profitability and customer satisfaction
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In the workplace, WELLNESS can be defined as:
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- "..an active process of increasing awareness that supports making choices that lead towards a healthy lifestyle" - Not just lack of sickness - Developing habits to improve quality of life.
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Often, we don't notice many of the things that support a healthy workplace environment. Stuff like:
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- Thermostat/Temperature Control: - Store's HVAC system automatically maintains optimal temperature - Temperature settings have been fine-tuned to manage employee comfort with maintaining low energy costs - Required temperature of products also taken into consideration - Adequate lighting, Fluorescent lights" - Improves accuracy & efficiency - Prevents eye strain - Supports color-matching - Air condition/heating/Ventilation: - Fresh air is important for a healthy atmosphere - Do NOT prop open doors for extra ventilation - Noise: - Working in a noisy environment increases job stress and can have a big effect on our morale - Ambient noise is kept within healthy standards - Paint shakers make most noise but as long as they are maintained, the sound level is well within healthy standards. - Teamwork: - Helpful, supportive relationships can lower stress & increase efficiency
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Sherwin Williams Wellness Program: Company wide initiative:
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- Company wide initiative: - Effective communication about wellness topics and activities through newsletters, brochures, & mailings on wellness topics - Seminars on health information and wellness - Wellness facilities located close to your store - Continuous improvement based on participant feedback Participating in wellness programs can help you: Identify & manage risk factors for many health concerns improve quality of life reduce healthcare costs.
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Wellness is a WIN/WIN initiative:
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- Company benefits from improved productivity and lower healthcare costs and sustaining a culture of excellence. - Employees benefit by improving health & quality of life; spend less on healthcare, work for us for their entire lives.
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Ergonomics:
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Ergonomics: Help to reduce physical strain Can be applied when standing still. head up Keep knees relaxed & elevate one foot relax shoulders
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Reduce Job Stress:
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Managing Stress: Can be useful when you need to focus but too much is bad for you. Reduce job stress by using good time management, asking for help, and maintaining a healthy lifestyle.
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Dressing for Safety:
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Dressing for Safety: No loose or dangling jewlery No tennis shoes or open toe shoes Sturdy shoes with closed toes and heels
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Assistant Managers Role in Health and Safety:
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As an assistant manager, its important to take a leadership role in safety matters.
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Culture of Safety:
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- As you move into management, part of your contribution is to help shape and reinforce a powerful safety culture in your store. The biggest factor that impacts a company's safety record is the actions of its employees. - Thats why it's always important for you to lead by example and to take time and effort to use safe work practices. - Employees are more influenced by what you do than by what you say. Actions speak louder than words. - Disregarding safety rules to get an order out the door quickly sends a clear message to your employees that the sale is more important than their safety. Let them see you preventing accidents by: - recognizing and correcting potential accidents, - constantly looking for ways to work safer. - Taking the time to do things safe and right. - Always exercise safe practices to protect yourself and those around you.
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Coaching Employees
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- When you observe an employee doing something unsafe: - As a member of management it's your responsibility to actively coach your employees to work safely. - LIVESAFE Manual provides this process for dealing with unsafe behaviors: - When an employee is observed violating a safety standard or procedure, the Store Manager or Assistant Manager must: - Stop the employee - Discuss with them why the situation is unsafe. - Discuss and/or demonstrate the safe way to perform the task. - Have the employee perform the task as it was discussed. - Periodically observe the employee performing the job to ensure they continue to perform it as instructed. - COACHING NOT SCOLDING - Focus on the action, not the person - Talk WITH them, not at or to them. - Make it your goal to catch employees doing things right and reinforce their behavior with sincere and positive feedback. - If someone comes up with a new idea to increase safety, invite them to share it with the whole group at the next monthly safety meeting. - New employees will expect to be observed and will tend to be on their best behavior. Watch for lapses later on when they feel more comfortable in their job. They may be more likely to bend the rules or cut corners to save time. - Safe behavior affects the individual's health for the rest of their life. - Support employee training activities such as the S.T.A.R.T. modules they are required to complete - As an assistant manager, you are responsible for keeping track of your employees progress and to provide them the time and opportunity to take all required training. - The same is true for the annual safety refresher. Remind your team to complete the course and assessment in a timely fashion. - Even if your store has a Safety Committe Manager, you will still take an active role in the monthly safety meetings. - Starting all store meetings with a "Safety Grabber" helps employees realize the critical importance of working safely in the context of their own jobs. - Always make sure that the monthly safety meeting sign-in sheet is filled out, and afterwards, filed in the store office. - If someone can't attend, you should review the meeting topics with them later. - If you notice performance issues, suggest that the employee review the related START modules again as a refresher. - Alternately, you can review performance support materials with them to ensure understanding. - A broad range of materials is available on the LIVESAFE page on the SOURCE intranet.
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Emergency Coordinator:
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- Determines whether to contact emergency services and coordinates the activities of those services after they arrive on site. - In the event that the store needs to be evacuated, the emergency coordinator ensures that all employees arrive safely at the designated meeting place and are accounted for. - See the LIVESAFE binder/page for a complete description of the emergency coordinators responsibilities.
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Hazardous Waste Disposal:
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Many of your safety responsibilities are to serve as backup in the Store Manager's absence. - One area where the Assistant Manager takes the lead is in handling the store's Hazardous waste. - That is, any hazardous materials that have exceeded their useful life, and need to be disposed of. - You are responsible for ensuring that these materials are stored safely as the accumulate - Arranging for their proper disposal in an appropriate time-frame. - This includes not only the hazmat itself but also all paperwork and reporting that is required by Federal, State, and Local government agencies. - Errors or mistakes in hazardous waste management can result in fines and penalties not only for your store, but for all of sherwin williams. - STUDY THIS STUFF IN THE LIVESAFE MANUAL.
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What is a "hazardous material"?
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- Since many paints ; coatings contain substances that are potentiall hazardous to people and the environment, our industry is highly regulated by multiple government agencies at all levels. - Formal "hazmat" training is required by law for all employees. - " A hazardous material is any time or agent (biological, chemical, physical) which has the potential to cause harm to humans, animals, or the environment...
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Hazmat is simply an abreviation, regulated by government agencies that protect health & the environment:
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- EPA - OSHA - DOT - Sherwin Williams faces environmental liability & risk from these agencies
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Hazmat: Non-Compliance Penalties:
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Can result in extremely heavy fines and penalties for the whole company
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Employee's Role in HAZMAT:
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- Handle hazardous materials & hazardous waste correctly - Minimize hazardous waste - Disposing of hazardous materials safely & legally - Clean up hazardous material spills - Keep up-to-date on hazmat training - USE LIVESAFE BINDER
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Regulatory Bodies:
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- Each label hazardous materials differently. - SW has designed product-specific documentation that meets all requriements & regulations for communicating safety & hazard information
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(SDS) Safety Data Sheet
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- (SDS) Safety Data sheets are the primary documents for informing you of the potential hazards associated with materials you work with from products to cleaning supplies - Includes chemical descriptions specific hazards, & recommended response - Available for all substances, not just Sherwin-WIlliams
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Environmental Data Sheet (EDS)
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- Environmental Data Sheet (EDS): - Only available for products manufactured by sherwin williams - Targeted information from SDS relating to environmental factors
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Product Label:
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- Contains all inf ormation necessary to comply with OSHA regulations - Both Sherwin-Williams & AP products -Includes a HMIS (hazardous material identification system) rating
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HMIS (hazardous material identification system rating)
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- developed by national paint and coatings association and SW company to help clarify the labeling of potentially hazardous materials. - System uses a series of numbers to rate materials for hazards associated with health, flammability, and re-activity. - The higher the number, the more severe the hazard - HMIS ratings for SW products can also be found on the SDS - The label may also include a rating from the National Fire Protection Association which provides a quick and rough estimate of a products health, flammability and re-activity hazards
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SDS: CAS No:
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Number which uniquely identifies a chemical and can be used as a tool to research its properties or hazards
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SDS: TLV:
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Airborne concentration of a substance which represents conditions under which it is believed nearly all workers may be repeatedly exposed day after day without adverse effect
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SDS: LEL:
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Lowest concentration of gas or vapor which will burn or explode if an ignition source is present
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SDS: Vapor Density:
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Relative density or weight of a vapor or gas compared with an equal volume of air at ambient temperature
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TSCA Certification:
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Indication of whether chemicals in the product are listed on the U.S. EPA Toxic Substances Control Act Inventory List
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How are hazard communication documents accessed?
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- Product labels - on each container - SDS & EDS: source intranet homepage - also found on Company website - HEARS on the web - Paintdocs.com - YOU ARE REQUIRED BY LAW to provide an SDS to any costumer who asks.
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What is hazardous waste? (in paint store)
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- Any hazardous material or product that has passed the end of its useful life (e.g. expired) - Since it can no longer be sold, it must be categorized as waste and therefore stored and disposed of properly - Approved waste vendor removes accumulated hazardous waste periodically
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MIXING EVEN A LITTLE OF A HAZARDOUS MATERIAL TO A NON-HAZARDOUS MATERIAL:
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the result is the combined total volume now equaling HAZARDOUS WASTE that most be disposed of accordingly NEVER MIX hazardous with non-hazardous waste
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Universal Wastes:
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- Fluorescent lamps & lamp ballasts - Forklift batteries - Mercury switches & thermostats - Pesticides - Etc. Per federal regulations & Stores Group Policy, these items may not be thrown in the trash. Approved Universal Waste vendor periodically removes accumulated waste from your Store To properly store and discard Universal Wastes, place them in the vendor-provided container Breaking fluorescent bulb while disposing of it is a violation of federal and state waste handling rules.
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Storing Hazardous Materials:
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- See the livesafe manual for details on safely storing & displaying hazardous materials - Always follow established criteria for : - How high to stack containers/pallets - How far apart to space them - Items that must be isolated from each other - Inspect containers for leaks when delivered to store - If you find a leak: - Move container immediately to well ventilated area - For non flammable: transfer contents to intact container - Flammable: Place entire container into satellite accumulation container - Do NOT pour off flammables
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Risk/Prevention/Responding to incidents:
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- Most common risk for employees is overexposure to paint solvents - "OverExposure" refers to adverse health effects that may be evident during or after exposure to a hazardous material. - The material be inhaled or absorbed through the skin and eyes. - SIgns and symptoms include headaches, dizziness, nausea, loss of coordination or irritation to the eyes, skin, or respiratory system. - Just because you smell paint solvent odors doesnt mean you are overexposed. - If you are overexposed, it doesn't mean the condition isn't reversible
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Common types of hazmat waste in the paint store include:
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- Paint wastes; including obsolete or off-spec product and ignitable materials. - Used or spent solvents. - Spent absorbents, paper, rags, towels, etc. - Used motor oil from the forklift or store vehicle. - Strictly speaking, universal wastes like fluorescent lamps are also hazardous.
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Architectural Coatings pose _______ hazard:
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minimal hazards, similar to those faced by common consumer
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Solvent based coatings may pose an ________ hazard
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- inhalation and skin irritation hazard, and coatings with metal ingredients may pose the risk of skin irritation. - To minimize exposure, follow SDS recommendations - Check products SDS for recommendation/need for PPE - To minimize inhalation exposures, ensure proper ventilation, where appropriate, use proper respiratory protection - To minimize skin exposure, wear gloves and also practice good personal hygiene after working with any hazardous materials whether or not you think your skin came into contact with the material - Always use saftey glasses/goggles or full face shield when working with hazardous materials
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Assistant Managers have an expanded role in managing hazardous materials:
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- Assistant Managers provide leadership to the team in handling hazardous materials - Lead monthly training sessions - When necessary, you will coach individual employees on the safe handling of hazardous materials. - If it becomes necessary to discipline an employee, you will support the store manager in upholding policies and practices. - Along with the Store Manager, you are responsible for ensuring that hazardous waste is handled, stored and disposed of safely and according to all rules and regulations including Sherwin-Williams policies and procedures. - Part of this process is maintaining proper records and filing all necessary reports
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HAZMAT: As Assistant Manager:
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- YOU are the store's alternate Emergency Coordinator in the event of a hazmat spill. Assuming the responsibilities of the store manager in their absence. In this role you coordinate the overall emergency response. Calling for outside help when needed; including emergency services and the store's emergency response contractor. - When determining the proper response to a spill incident, always refer to the product's safety data sheet.
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Did you know that your store has an EPA ID Number?
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- EPA ID numbers are assigned by the US Environmental Protection Agency. - They are required for every entity that generates hazardous waste, transports it, and/or serves as a treatment, storage disposal and recovery facility (a TSDR facility). - A hauler or disposer will NOT accept your hazardous waste unless you have an EPA ID #. - Likewise, you cannot use a hauler or disposer unless that company has a valid EPA ID #. - The EPA ID # for your store is recorded in the printed LIVESAFE resources in the office. - The EPA ID # is based on where your store is located geographically. (Based on physical address, not company name) - If your store relocates to a new facility, the EPA ID # does NOT move with you. Instead the current number must be canceled, and a new one obtained. - The Stores Group Safety & Environmental department is responsible for ensuring that your store has an EPA ID #. Contact them for help with EPA issues and questions.
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Hazardous Waste:
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Any product or material that is hazardous becomes, upon the end of its useful life, a hazardous waste. Here are some of the types of waste materials that are classed as hazardous.
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Hazardous Waste demonstrates one or more of these 4 characteristics:
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- Ignitable or flammable - Corrosive; that is a strong acid or base with a pH either extremely high or extremely low - Toxic; capable of producing illness, injury or damage through ingestion, inhalation or absorption through the skin. - Reactive; chemically unstable under normal conditions. SW does not typically deal with reactive materials.
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Any business or entity that identifies and/or disposes of hazardous waste is considered a hazardous waste generator.
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- Based on the average quantity of hazardous waste generated, the US EPA assigns a status or category to each generator. There are 3 status's: - Conditionally Exempt Small Quantity Generator (CESQG) - These locations generate less than 22 gallons or accumulate less than 220 lbs of hazardous waste per month. - Small Quantity Generator (SQG). - These locations generate between 22 and 220 gallons or 220 to 2200 lbs of hazardous waste per month. - Large Quantity Generator (LQG) - These locations generate greater than 220 gallons or 2200 lbs or 4 drums of hazardous waste per month. - Consult the LIVESAFE manual for common generator requirements for each US EPA category. Keep in mind that many states enforce more stringent rules. - The more hazardous waste generated, the more stringent the requirements you have to fulfill. - Paint stores maintain special exemptions if they maintain CESQG Status, the lowest status, which means that you generate less than 22 gallons of hazardous waste per month or have accumulated less than 220 gallons at any one time during a calendar year. - To maintain CESQG Status and avoid becoming a larger generator, minimize your Store's hazardous waste.
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Minimizing Hazardous Waste:
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- Waste minimization practices reduce costs and improves employee safety. All SW employees are encouraged to practice good waste minimization techniques. - When managing store inventory and performing day to day operations, you can minimize waste by : - Keeping track of regular inventory and product shelf life and rotating stock regularly. - Obsolete material is the largest waste disposal expense for Paint Stores - Handling product carefully to avoid spills or damage to containers. - Immediately transferring material from leaking containers into good containers with adequate labeling. - Using non-solvent cleaners when cleaning equipment and using a minimal amount of cleaner. - Protecting your dumpster after hours to prevent third parties from abandoning waste at your store. An illegal practice known as "midnight dumping". - Disposing of hazardous waste in a timely fashion. Never accumulating waste longer than one year. - Not mixing hazardous waste with non-hazardous waste. - Another good way to reduce waste is by donating material to an organization that needs the product while the material still has a use and value, even after expiration; if the product is still usable, the Store Manager my authorize its donation or sale using an appropriate MATERIALS ACCEPTANCE AGREEMENT. - NEVER "dry out" hazardous waste, thinking that it will decrease the volume. Doing so creates a health risk and violates company policy and is actually illegal. If you think about it, you'd merely be allowing hazardous substances to escape from the liquid into the surrounding air, potentially harming you and your employees. Don't ever allow hazardous waste to dry out. Instead, dispose of it properly.
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OSHA Standards for Hazard Communication:
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- As a member of the management team, part of your role is to ensure you and your employees are trained about the hazardous material they may handle. - OSHA administers the federal "Right to Know" standard that requires annual hazmat training for all new and transferred employees. The proper name for this training is Hazard Communication Training, since it communicates information about hazards. At a high level, the Right to Know standard requires us to: - Inform employees about hazardous chemicals and substances in the store. - Train them on how to protect their health, including how to respond to a spill. - Ensure all containers of hazardous materials are properly labeled. - Keep a current list of hazardous chemicals that are in the workplace and have SDS's available for all materials in the store.
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What I liked about studying Political Science at Long Beach State
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Awesome experience. The way I chose the courses was pretty personalized and I ended up studying a bit of philosophy, economics, history, business, and psychology. So it opened me up to a ton of new ideas and what It really did was get me interested in doing further reading and learning in each of those subjects on my own at home.
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Being a member of a fraternity.
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It was incredible, I miss it and I miss my brothers a lot. The chapter was brand new when I joined so I got to play a pretty substantial role in helping to build it into something to be proud of. When I was 19, I served on the Executive Council as WARDEN, which put me in charge of implementing and overseeing new member education for our Associate Member Classes. I'm looking to get more involved as an alumni very soon. Ask josh about his fraternity and if he stays in contact with the guys. Ask if he does anything to stay connected to the organization.
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Long Beach:
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I miss it down there. I miss my friends. The city was awesome. There's so much to do and everything is super close. I got to meet some pretty cool people and had a ton of great experiences.
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Some of my favorite products:
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SuperPaint, All-Surface Enamel,
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My Interests
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Reading, Road Trips (still need to explore the bay), Sports: Giants, Warriors, Manchester City and 49ers even though theyre a joke.
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My hobbies
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Super into reading
