This document summarizes a manager's meeting agenda covering people, process, and product. For people, it discusses staffing, interviewing, training, payroll control and scheduling. For process, it covers inspections, special orders, parts/estimates, wheel torque, oil changes and solution selling. For product, it emphasizes that Neal Tire's primary product is the customer experience they provide. The document provides guidance on these topics to help managers improve performance in their stores.

1. Manager’s Meeting
Second Quarter

2. Introductions
• Your Name
• Your Store
• How long you’ve been with Neal Tire
• How long you’ve been in this business
• Your “Claim to Fame”

3. Agenda
•PEOPLE
•PROCESS
•PRODUCT

4. PEOPLE
• Staffing
• Interviewing
• Training and Development
• Payroll and Overtime Control
• Scheduling

5. Staffing
• Managers own the process
• Must be an active, not a
passive program
• This is your #1 priority
• When you need assistance,
reach out
• Build a pool / bench
• Be PROactive, not Reactive
• Use the Interview Guide as
a GUIDE, but be creative
• Hire for the NEXT position

6. Interviewing
DOs
• Let interviewee do most of the
talking
• Allow for silent “pregnant”
pauses
• Probe for details about past
work experience
• Ask questions that he/she
won’t be able to guess the
answer to
• Ask about drive time and
availability
• Ask questions that are not on
the Interview Guide
DON’Ts
• Ask age of applicant or any
family members
• Ask about relationship with
spouse or significant other
• Give “tells” while taking notes
• Hint to the answer you’re
looking for in your question
• Ask if he/she owns or rents
• Ask about physical condition in
any way

7. Training and Development
• Ongoing Daily Process, not an Event
• Always be Training your Replacement
• Build-a-Tech for Loyalty
• Borrow / Loan Skilled Trainers
• Mentorship
• Nominate Future Leaders
• Constant Observation and Evaluation
• Coaching in the Moment

8. Payroll and Overtime Control

9. What Causes Overtime?

10. What Type of Schedule Do You Use?

11. Why Scheduling?
• Planning for Success
– Proper Staffing
– Proper Skill Mix
– Better Hours Control
– Better Payroll Control
•MORE PROFIT $$$

12. Scheduling

14. PROCESS
• Inspections
• Special Orders
• Parts and Estimate Updates
• Wheel Torque
• Oil Change
• Solution Selling

15. Inspections
• WHY do we do inspections?
• WHEN do we do inspections?
• HOW do we do inspections?
• WHO does inspections?
• WHAT do we inspect?
• What happens with the inspection form?

16. Inspections

17. Inspections

18. Inspections

19. Special Orders
• When do you do a Special Order?
• What do you do to ensure the customer
comes back?

20. Collecting Special Order Deposits
• Create a Special Order Folder
– This folder should contain all pending Special
Orders
• When you take a Special Order Deposit
– Run a Cash ticket
– Put Customer Name in SHIP TO information
• Do not input any Customer number
– Use Item# GL1026
• Sell quantity of one and input the amount of the
deposit paid

21. Collecting Special Order Deposits
• When you take a Special Order Deposit
– Process as you would any other cash ticket sale
– Give the customer a copy of the invoice and keep
a copy in the Special Order folder
• When item is received and final sale is made
to Customer
– Create an invoice as normal
– Add Item# GL1026
• Enter quantity of Negative One and input the amount
of the initial deposit received

22. Collecting Special Order Deposits
• When item is received and final sale is made
to Customer
– Attach the Deposit Invoice to the final invoice and
file with daily paperwork
Questions?

23. Parts and Estimate Updates
• Advance Auto Parts and CarQuest
– Live in First Two Test Stores Now
• Myers Tire Supply
– Live in First Two Test Stores Now
• Epicor
– Live in First Test Store Now
– Going Live in Second Test Store This Week

25. Wheel Torque Process
• Why do we torque wheels?
• What can happen when lug nuts are over-
tight?
• What can happen when lug nuts are under-
tight?
• How do we ensure that wheels are tightened
to proper torque specification today?

33. Oil Change Process
• What are the most important elements of
performing an Oil Change?

41. Solution Selling

42. Solution Selling
Solution selling is a sales
methodology. Rather than just
promoting an existing product,
the salesperson focuses on the
customer's pain(s) and
addresses the issue with his or
her offerings (product and
services). The resolution of the
pain is what constitutes a
"solution".

44. What did Apple do to
present the iPod to
customers as a SOLUTION
rather than just another
MP3 player?

45. Solution Selling
Solution Selling
Vs
Order Taking

46. Solution Selling
• What did you hear:
– … done well?
– … done poorly?
• Who is responsible?
• What will you do about it?

47. Solution Selling

49. PRODUCT
• What is our primary product?

50. Our Product is NEAL
• What does that mean?
• What must you do to present your product to
customers in a way that makes them want it?

52. PREMIER
PROVIDER
OF
AUTOMOTIVE
SERVICE
AND
TIRES
What Is Image?
a mental representation; idea; conception
a symbol; emblem

53. What Next?
• What will you do when you go
back to your store to get your
PEOPLE on PROCESS and to make
your PRODUCT the first choice of
every automotive customer in
your area?

54. THANK YOU!