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7.11.2012 page 1 of 25

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Trainer Guide

Connection Center Sales Associate

This guide is meant to assist you as you train new and new-to-position associates on the functions of their new

role. This trainer guide works in conjunction with the Associate Workbook and the associate’s My Training Plan

for this position.

Lesson Topics

A quick glance at all of the topics you will cover with the associate.

Training Lessons

This will probably be the section that you use most often. It contains detailed information about each of the

training activities found in the training checklist and gives direction for how you should complete these

activities. It is critical that you follow the SOPs and other defined processes to ensure all associates are trained

consistently.

The training lessons will be explained further in that section.

Knowledge Checks

Answers to all of the Knowledge Check questions in the Associate Workbook may be found in each of the

training lessons following the questions themselves. When discussing the associate’s Knowledge Check

answers, it is important that you review the correct answer to ensure that you and the associate have the right

information. Even if you think you know the answer, always double check with the correct answer.

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The corresponding associate workbook is divided by topic and includes a variety of learning activities for each

topic:

E-Learning lessons (accessed through My Learning Center or WIRE)

Policy Reviews

SOP Reviews

Skill Demonstrations/Try It Outs

Knowledge Checks and Discussions

The associate will have a “My Training Plan” which has a space for you to initial and date each lesson as the

associate completes it.

Some of the training listed on “My Training Plan” will be completed by the associate’s sponsor. You, as the

trainer, are only responsible for the material that is in this guide.

When all training is complete, the associate needs to get the signature of their supervisor or manager and the

completed form needs to be placed in the personnel file.

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Page

Connection Center Sales Associate Position Overview 5

Customer Interaction (W.A.L.K.) 5

Zone Entertainment 7

Key Control and Open Register 8

Open Connection Center 9

Sales Review 10

Ensure Cabinets Are Locked 11

Refresh iPhone Display Content and Ensure Display Is Correct 12

Log Phones Received 13

Sell Prepaid Phone 14

Sell Contract Phone 15

Activate Prepaid Phone 16

Validate Contract Paperwork is Complete 17

Log Phone Sales 18

File Contract Paperwork 19

Sell Digital Services 20

View Kiosk Priority Notes 21

Area Meeting 22

Close Connection Center 23

Maintain Signing 24

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The training lessons are broken down into two main sections:

What the associate should complete before meeting with you.

The tasks that you should complete with the associate.

Training lessons often contain the same types of activities. These common activities are described here.

The SOP Skill Demonstrations are a critical part of the new associate’s training. Before participating in the

skill demonstration, the associate should have reviewed the SOP and any job aids or computer-based

training on the SOP.

It is very important that you, as their trainer, show them how to complete the task using the most current

SOP and not an old or alternate method. Then, it is equally as important that you observe the associate

and offer feedback as they perform the task using the SOP.

For all skill demonstrations, do the following:

1. Print a copy of all needed SOPs.

2. Ensure that the associate has reviewed the SOP. If they have, you can continue. If they have not,

they need to read the SOP before continuing.

3. Follow the SOP to show the associate the appropriate way to complete the task.

4. Allow the associate an opportunity to practice the task as you observe and offer feedback.

The “big idea” here is to give the new associate an opportunity to learn about the new

process (SOP Review), watch as you perform the process using the SOP (SOP Skill

Demonstration), and practice doing it on their own as you observe and offer feedback (SOP

Skill Demonstration).

These activities usually highlight a specific part of the SOP and are here to give the associate some

targeted practice before asking them to perform the full SOP.

Lead the associate in a discussion about the knowledge check questions listed here. To ensure you give

the correct information to the associate, refer to the Knowledge Check Answer Key at the back of this

guide.

Other activities will be described on the individual lesson page.

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What the associate should complete before meeting with you:

Workbook E-Learning

What’s this lesson about?

Entertainment Area Overview

Connection Center Sales Associate Position Overview


Workbook E-Learning Standard Operating

Procedures (SOP)

Job Aids

What’s this lesson about?

Customer Interaction

(W.A.L.K.)


(W.A.L.K.)


(W.A.L.K.)

Your tasks:

You and the associate should role play to simulate a conversation with a customer using the four W.A.L.K

components. The associate should take the role of the customer the first time so that you can model the

proper application of W.A.L.K. Then, switch roles and work with the associate to perfect the skill providing

constant feedback and encouragement along the way.

NOTE: This portion of the “WALK” concept involves two skills: good listening techniques and asking appropriate

qualifying questions. Prepare for this by reviewing Stephen Covey’s habit #5 of Highly Effective People – Seek First to

Understand, Then Be Understood. (Specifically discuss the 5 levels of listening). Free information is available under an

Internet search for The Seven Habits of Highly Effective People.

SOPs Review Show Practice

Welcome

Ask

Listen

Know

1. What does the “W” in W.A.L.K. stand for? Welcome

2. What does the “A” in W.A.L.K. stand for? Ask

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Workbook Standard Operating Procedures (SOP)

What’s this lesson about? Zone Entertainment

Your tasks:

Explain the procedure laid out in the SOP. Go to a 4 foot section and demonstrate the arrangement of

merchandise on fixtures, endcaps, features, and side counters to make them appear full. Work with the

associate on each item in the checklist below.

Zone Entertainment Checklist

Make sure you:

understand which cabinets are to be locked

remove any items that do not belong on the shelf

remove any trash or cardboard from fixtures

clean the floors so they are free of slip, trip, and fall hazards

make sure any trash or cardboard on the cart is properly disposed

(Refer to the Recycle Empty Cardboard SOP for detailed instructions)

1. What do you do if a shelf label is missing? Replace the shelf label or price sticker. 2. When zoning, what types of problems are you trying to correct?

Some examples are removing holes in sections where items are not pulled forward, removing cluttered or

disorganized items, removing items that do not belong, adjusting items that are not facing forward and

replacing items that are damaged.

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What’s this lesson about? Key Control

Get Keys and Open Register

Your tasks:

Before covering the SOPs from above start your discussion with the associate by reviewing from the workbook

the four occasions during the day when the security of keys is at risk.

Taking possession of the keys

Maintaining Possession of the keys

Transferring Possession of the Keys

Giving Up Possession of the keys

1. How many sets of keys are there for the electronics department? 4 sets 2. Who has the key set that contains only the photo center security room key?

<Provide the local answer to this>

3. After a manager or customer service supervisor (CSS) has unlocked your keys, what is your next task? Sign your name, the time and your department in the Key Log. 4. You have just signed on to the register, removed the money from the blue register bag, and counted the contents. The amount came to $5.00 more than your opening fund. What is your next step? Contact the Cash Office immediately

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Workbook Standard Operating Procedures

(SOP)

Job Aids

What’s this lesson about? Open Connection Center Open Connection Center

Your tasks:

Using the Open Connection Center Standard Operating Procedures and Job Aid, walk through this procedure

with the associate. Make sure you have and are prepared to train on the following required items: keys, proper

paperwork, Wireless Phone Inventory Log, Wireless Sales Report, Shrink Prevention Log, Kiosk, Pick list,

Work list and cleaning materials.

1. How would you handle a damaged, dummy wireless handset from a supplier? Call the wireless carrier's vendor rep for any dummies that may need to be replaced 2. Describe what it means when you initial a connection center daily task.

It means that you are signing off on the required procedures. You are indicating that all that is suppose to

be completed, with the exception of any noted issues, is completed.

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What’s this lesson about? Sales Review

Your tasks:

Explain the procedure laid out in the SOP. Demonstrate the signing in on the Connection Center Kiosk and

bringing up the Wireless Phones Sales Report for the previous day. Together with your associate match each

paper contract with the sales listed on the report. After demonstrating a few have the associate continue with

the process under your supervision.

When you have completed this training take the associate through the process of securing all contracts away

in the backroom. If your associate requires additional detailed instructions, refer to the File Contract

Paperwork SOP.

1. What time frame would you normally select when logging onto the connection center kiosk to perform a sales review? Yesterday 2. How do you handle an unpaid phone contract? Review any unpaid contract phones with your manager and reconcile the inventory as well as search for any missing contracts.

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(SOP)

Job Aids

What’s this lesson about? Ensure Cabinets Are Locked Ensure Cabinets Are Locked

Your tasks:

Using the Ensure Cabinets Are Locked Standard Operating Procedures and Job Aid, walk through these

documents with the associate. Teach the associate the location of the keys you need for unlocking and

locking. Review the location of cabinets and drawers behind the register which you must keep locked. Show

the location of all salesfloor display cases and cabinets that you must also keep secured. Help the associate

come up with a mental strategy for remembering that display cases and cabinets must be locked after each

use and discuss why security is so important.

1. Where are the store area keys kept? They are usually located behind the counter. 2. Do you lock all the case-cabinets that contain products at the end of the day or is there a different policy?

<Provide the local procedure for this>

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What’s this lesson about? Refresh iPhone Display Content

Your tasks:

Go through the procedure step-by-step with the associate. Specifically demonstrate positioning the iPhones so

they are upright and correctly attached to the holder (step #2 in the SOP). Have the associate demonstrate this

back to you. Make sure the associate knows where additional pamphlets are located for the display case.

Using the Refresh iPhone Display Content SOP demonstrate the procedure for refreshing the content on the

iPhone demo through the Kiosk. Have the associate demonstrate an understanding of this. Also, check that

the map of the coverage area is displayed.

1. Explain the process for deactivating the iPhone alarm. <Provide the local answer to this question> 2. Why is it important not to unplug the iPhone while it is restoring?

A correct restore will not take place and it could also result in operational issues.

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(SOP)

E-Learning

What’s this lesson about? Log Phones Received Log Phones Received

Your tasks:

After the associate has completed the Log Phones Received E-Learning course and has reviewed the Log

Phones Received SOP demonstrate the steps covered in the SOP. Show the associate where the cabinet key

is kept for the Inventory Log Book and discuss ways to help the associate remember to lock the cabinet after

removing the log.

It is important that you cover the process of creating a new page if there is no previous record of a specific type

of phone or the previous page is full. Finally, review with your associate the different types of phones that

Walmart carries and include a demonstration on the procedure for locating IMEI/ESN numbers.

1. In which document is a newly received phone logged? The receipt of a new phone is documented in the Inventory Log Book on the page designated for the specific type of phone received. 2. What should you do when making an entry for a phone type for which there is no previous record? Create a new page if there is no previous record of that type of phone or the previous page is full.

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(SOP)

Job Aids

What’s this lesson about? Sell Prepaid Phone Sell Prepaid Phone

Your tasks:

Using the Sell Prepaid Phone SOP and Job Aid discuss, show and have the associate demonstrate the

procedure explained in the documents above. The first step is to answer any questions the associate may

have about prepaid phones. The best procedure here is to help the associate become as familiar with the

products as possible. One important point to convey to the associate is to always be truthful. Convey the

concept that if they are asked something they do not know, they should not make any thing up. That will

mislead the customer and cause problems later on. The best approach is to explain that they are not sure

about the answer but, they will definitely find the information the customer wants.

To help find the right phone for the customer requires good questioning skills. Work with your associate on

this. A good source of information is: Steven Covey’s The Seven Habits of Highly Effective People (Seek First

to Understand, Then Be Understood). Also, if the associate needs more information when checking the

customer out at the register they can refer to the SOP for Customer Service - Register Processing. There may

also be some occasions when an associate will have to activate a customer’s phone. For more information on

that they can refer to the Activate Prepaid Phone SOP.

1. Name three questions a customer might have regarding a prepaid phone. They are usually located behind the counter. Questions typically include such topics as the primary use of the phone, calling network, and type of phone the customer would prefer. 2. If the customer needs to have the phone activated, what SOP should you refer to for detailed instructions?

Activate Prepaid Phone Standard Operating Procedures

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(SOP)

E-Learning

What’s this lesson about? Sell Contract Phones Sell Contract Phones

Your tasks:

After the associate has completed the Sell Contract Phones E-Learning course and has reviewed the Sell

Contract Phones SOP demonstrate the steps covered in the above documents. The SOP is long and there are

many steps so take your time and present a thorough training of this topic.

Key to understanding this associate role is the knowledge that you asked the customer, as well as yourself, all

the right questions. Make sure the associate understands why the questions below are important.

You must ask yourself did the customer: You must also ask yourself did you:

Understand why the SSN was needed? Complete Customer Awareness/Training Checklist?

Receive details of the credit check? Check to see that the phone is operational?

Want to port a number? Get the CA/TC above signed and dated?

Want a different contract length? Cover the contract with the customer?

Want any extra options? Get the contract signed and dated?

Want AppleCare Protection Plan? Log the phone sale?

Have the EAP explained? Scan signed contracts and collect required monies?

1. Are customers required to provide their social security number on the contract? Tell your customer that it is not required that they provide their Social Security Number (SSN). However, if they do not, the credit departments will probably either come back with a request for a deposit or turn them down for service. 2. If the customer wants to fill in their own social security number, what is the correct process? If the customer wants to fill in their own social security number, turn the monitor away from you and have them key in their social security number.

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What’s this lesson about? Activate Prepaid Phone

Your tasks:

Explain the procedure provided in the Activate Prepaid Phone Standard Operating Procedure. It is important

that you thoroughly cover the four distinct activities of this procedure:

Activating the phone

Explaining Phone features

Adding minutes to a prepaid phone using a land line

Adding minutes to a prepaid phone through the actual cell phone

NOTE: The phone and/or replenishment card must be paid for before the phone can be activated. Both

are useless unless processed via point of sale (POS).

1. When making the call to activate a phone, what does the carrier expect you to have ready? They expect the associate to have the serial number of the phone that needs to be activated. 2. Explain the ways in which you can add minutes to a prepaid phone. There are two ways in which to accomplish this. The first is to add minutes to a prepaid phone by calling

the carrier. The second is to add minutes directly to the phone through the phone’s menu after the

customer has purchased an air time card.

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(SOP)

E-Learning

What’s this lesson about? Validate Contract Paperwork is

Complete

Validate Contract Paperwork is

Complete

Your tasks:

After the associate has completed the Validate Contract Paperwork is Complete E-Learning course and SOP

discuss and model the steps covered in those documents. Make sure the associate is comfortable with their

understanding of the procedure.

1. Explain the term “proration.” Proration is the part of their first bill that will include the partial month of time between activation and when the bill first cycles. Sometimes, the amount of proration can be quite high. 2. How many copies of the contract must be signed and dated and who do they go to?

Ensure all three copies of the contract are signed and dated. One copy is for Walmart, one for the

customer, and one for the carrier.

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(SOP)

Job Aids

What’s this lesson about? Log Phone Sales Log Phone Sales

Your tasks:

Using the Log Phone Sales SOP and Job Aid demonstrate the procedure explained in the documents above. If

there are no sales to log, go through the process with a phone already logged discussing each step with your

associate. You must have the keys to the cabinet where the Inventory Log Book is kept, highlighters, a pen,

and the most recent contracts. You will be entering data on the Wireless Phone section of the log and in the

Monthly section of the log. Make sure these sections are clearly pointed out to the associate.

Caution the associate to pay particular attention to highlighting entries in the log with the correct colored

highlighter that corresponds with the associate who sold the phone. You want the associate to make sure that

the correct person receives credit for the sale. Make sure the associate returns the pen and highlighters to

their proper location and the Inventory Log Book to the cabinet. Remind the associate not to forget to lock the

cabinet.

1. Name the two activation codes you could enter in the log book depending on the method used? The two activation codes are K and P. These codes indicate that the phone was activated either through the Kiosk or through Call Carrier Mode on the phone 2. What in the log book identifies which associate sold the phone?

The color of the highlighted markings on the box corresponds with the associate who sold the Phone.

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(SOP)

Job Aids

What’s this lesson about? File Contract Paperwork File Contract Paperwork

Your tasks:

Using the File Contract Paperwork SOP and Job Aid demonstrate the procedure explained in the documents

above. Make sure you instruct the associate on the location of the contract file folder that is kept in the locked

cabinets at the end of the day. Also, show the location of where contracts from the previous month are stored.

Work with your associate to not only learn the location of this storage area but, also who the associate should

contact to gain access.

Discuss how eventually it is the associate responsibility to seal a full contract box. Cover the procedure for

sealing, signing, and dating the box. Also, make sure you explain the format for writing the date range of

contracts inside the box.

1. After you have separated the contracts by carrier, how should you then arrange them? Arrange the contracts in alphabetical order. 2. How long are the most recent contracts kept in the locked filing cabinet in the connection center?

Contracts are kept in the filing cabinet in the Connection Center until the end of the month

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(SOP)

E-Learning

What’s this lesson about? Sell Digital Services Sell Digital Services

Your tasks:

After the associate has completed the Sell Digital Services SOP and the E-Learning course discuss and model

the steps covered in those documents. Make sure the associate is comfortable with their understanding of the

procedure. One of the first tests of the associate’s understanding is to know what service to select. For

example if a person is interested in HD (High Definition) you can find that under video services. However, they

would need to understand that they will not be able to enjoy HD service unless they have a HD TV. You must

first understand what these services are and what they can and can not provide. And that needs to be shared

with the customer. Discuss this with your associate.

Next, work with your associate to gain a full grasp of what bundles are. As you go through the system

searching for bundles available in your customer’s area options will appear by carrier. Each carrier will have a

different spin on bundles depending on the types of services they provide. Emphasize that the associate must

be familiar with what these different carriers offer and must also be able to explain the details of promotions

that are frequently offered.

Also, talk about how options for equipment and installation appear on the screen and the associate can simply

select any of these the customer would like to add. However, the customer must be aware of exactly what

additional costs may be incurred. Here too, the associate may be questioned about how optional equipment

works or the details of installation options. For example the customer may be offered the choice between a

wired and wireless connection for an internet enabled DVR. The customer will relay on the associate’s council

regarding the pluses and minuses of each choice.

Lastly, certain digital services companies offer rebates when a customer signs up via Walmart. Since Walmart

does not deal with rebates, the customer receives an Express Payback Card at time of sign-up. Your associate

must inform the customer that the EPC will be funded 30 days after the customer ACTIVATES the service, not

30 days after subscribing for service.

1. Name the options currently available under Digital Services on the connection center kiosk. The options currently available under Digital Services are: Video Services, Internet Services, Voice Services, Bundles and Express Payback Card Maintenance. 2. How do you handle an Express Payback Card when presented by a customer?

< Provide the local answer to this>

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What’s this lesson about? View Kiosk Priority Notes

Your tasks:

Explain to your associate the procedure covered in the View Kiosk Priority Notes Standard Operating

Procedure. This activity is particularly important if the associate has not yet learned to print from the kiosk.

Although it is not necessary that the associate actually print the notes, it is important to be familiar enough with

the procedure to print notes when the time comes. Review with the associate recent notes and then discuss

what you would do in order to complete the task indicated. Finally, discuss how to file the notes in the Kiosk

Notes Binder.

1. Without actually printing, explain the process for printing a copy of the kiosk priority notes. <Provide the local answer to this> 2. After the task is completed, where should the associate file the note? After completing the task on the note, file the note in the Kiosk Notes Binder.

<Inform the associate of the local location of this binder.>

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What’s this lesson about? Area Meeting

Your tasks:

Explain to your associate the procedure covered in the Area Meeting Standard Operating Procedure. Share

with your associate what a typical meeting is like, what normally takes place, and what the expectations are for

the associate.

1. This activity consists of a meeting to ____________ the plan for the day to the hourly managers, Zone Managers, and Department Managers. (communicate) 2. What items should be reviewed during the area meeting? Typical the following are reviewed:

Uncovered Task Completion Plan

Workload for the Day

Staffing Needs & Opportunities

Exit Strategy for Deleted Merchandise

Modular Planning Execution Plan

Department COMAC Set and Active EC+ Tasks for Features

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Workbook Standard Operating Procedures (SOP) Job Aids

What’s this lesson about? Close Connection Center Close Connection Center

Your tasks:

Using the Close Connection Center SOP and Job Aid model the procedure explained in the documents above.

To start with make sure the associate understands that when you compare the day’s contracts to the Wireless

Sales Report on the kiosk any differences or discrepancies are corrected. If more details are required refer the

associate to the SOP on Sales Review. Also, the associate is to refill brochure holders when they are low.

Make sure you explain where additional brochures are located.

Another task is to recycle all shredded paper. Take the associate to the recycling location. In addition,

associate is required to empty the garbage and take the trash to the trash compactor in the backroom. You

must insure that the associate knows the locations, who to contact to unlock the compactor, and how you

relock it when finished.

Cleaning is very important. Another duty of the associate is to sweep the floor inside the Connection Center.

Make sure your associate fully understand the duties required by reviewing the Sweep Floors SOP. There are

several items which are required such as: glass cleaner, multi-purpose cleaner and paper towels. Instruct the

associate in the location of these supplies.

If any of the phones are stolen or damaged the associate is required to contact the vendor for a replacement.

Show your associate where the phone numbers of these vendors are located. Some stores have live demo

phones and others have dummy phones. Point out to the associate which are demos so that these phones can

be checked for proper operation before locking them up each night.

Make sure associate understand that they must unplug the iPhone display and lock it in the cabinet or put the

case over the iPhone and lock before leaving. The FOB should also be placed on the charger overnight so it is

read for the next day. You must show the associate the location of this charger. A final phone task is to

refresh the iPhone display content. Explain this procedure and if questions still remain refer the associate to

the SOP on Refresh iPhone Display Content for detailed instructions. Last, the associate must check that all

contracts performed during the day are filed and secure in the filing Cabinet. Make sure the associate is aware

of the location of this filling cabinet and the location of the keys. Consult the File Contract Paperwork SOP for

additional information.

1. What report is used to compare the day’s contracts to? Compare the day’s contracts to the Wireless Sales Report on the kiosk. 2. What must you do with the iPhone when closing the connection center?

Refresh the iPhone display content

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What’s this lesson about? Maintain Signing in the Department

Your tasks:

Explain to your associate the procedure covered in the Maintain Signing in the Department Standard Operating

Procedure. Use the Associate Checklist below as a training aid.

Associate Signing Checklist

Walk down each aisle with your trainer inspecting signing in your department

Discuss with your trainer what constitutes missing, incorrect or improperly hung signing

Try to identify any signing of this type and fix it

With a handheld terminal check that all labels match the product and display the correct price

If you find an item that does not have a price, use your handheld terminal to print a new price label (Refer to

Change Product Labels SOP should you require detailed instructions)

If the item has a Rollback or Save Even More price change, discuss this with your trainer

(Refer to the Execute Rollback / SEM List Price Changes SOP for detailed instructions)

Should the item require a Sign or Fact Tag, discuss this with your trainer

(Refer to Signs / Fact Tags - Signs & Fact Tags Screen - for detailed instructions.

1. Where do you find a missing price for a product’s sign? If an item does not have a price, use a handheld terminal to print a new price label 2. If you do not have access to handheld terminal, how would you correct a pricing error? If you do not have access to a handheld terminal, write down all items that are missing a price and give the list to a supervisor to replace the prices

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