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Published by ryan.human, 2019-08-12 19:56:49

ADM Trainer Reference Guide

A s s o c ia t e D e v e lo p m e n t M a n a g e r




F M T r a in e r R e fe r e n c e G u id e

Future Manager Orientation Process ................................................................................................................................................... 2

Prior to FM Start Date ........................................................................................................................................................................ 2
FM 1 Day (Orientation Day) ........................................................................................................................................................... 2
st
Dealership Tasks: ........................................................................................................................................................................... 2
ADM Tasks: .................................................................................................................................................................................... 2

Post Orientation Follow Up .............................................................................................................................................................. 2
Within 3-5 Days After Orientation, Complete the Following: ................................................................................................ 2

FM WEBEX ORIENTATION GUIDE ................................................................................................................................................... 3

FM Lot Visits ............................................................................................................................................................................................ 5

Frequency of Lot Visits ...................................................................................................................................................................... 5
Purpose of Lot Visits .......................................................................................................................................................................... 5
What A Lot Visit Should COver ....................................................................................................................................................... 5
FM Lot Visit Outline ............................................................................................................................................................................... 6
Lot Visit Checklist Items (Complete Each Per Visit): ............................................................................................................... 6

Weekly Status Log .................................................................................................................................................................................. 7

How To Complete ADM Tasks ............................................................................................................................................................. 8

Update FM Weekly Status Log ........................................................................................................................................................ 8
View & Submit FM REsults .............................................................................................................................................................. 9
Assessments & Exercise Results (Litmos) .................................................................................................................................. 9

Submit Weekly Lot Visit Log ....................................................................................................................................................... 9
Overall Scores and Results ........................................................................................................................................................... 9

ADM PREPARTION............................................................................................................................................................................. 10

Office Day.......................................................................................................................................................................................... 10
ADM Weekly Tasks ......................................................................................................................................................................... 11
FM Promotion Process ......................................................................................................................................................................... 12

PRIOR TO FM START DATE



Send email to the GM (cc AOM) to confirm start date and orientation process.
Specify roles played during the orientation day and what the process looks like.

Cover FM program layout, including expectations, stages, assessments and tasks.
Discuss with the GM to determine the scheduled off day for the FM.


FM 1 DAY (ORIENTATION DAY)
ST

Dealership Tasks:



Complete new hire packet from, scan into HR, and enter information in UltiPro.
Receive a tour of facility as well as an introduction to all Associates.

Review UltiPro, Litmos, Clocking In/Out, etc. – where & how to access each.

ADM Tasks:


Assign FM orientation module to be reviewed prior to speaking with FM.

FM Introduction Call and Training Program Overview. Cover the following:
o Layout of FM program, 4 stages and the training manual.

o Program and stage expectations, such as:
 Reading Tasks  Activity Checklists

 Litmos Modules  Assessments.
o Weekly Schedule, 45 Hour Limit, and Daily Routine (Master List)

o Company Hierarchy and Corporate Support Structure

o Overview of Litmos – how to access and basic tutorial
o FM Manual Orientation Checklist


POST ORIENTATION FOLLOW UP


Within 3-5 Days After Orientation, Complete the Following:


Time corrections for first day(s) until FM was active in the system.

Recap program expectations – reading tasks, assessments, checklists, etc.
Follow up on understanding daily process and ensure keeping Master List.

Order FM shirt and name badge and follow up with GM on any issues.

Use the following checklist as a reference guide outline how to conduct an FM
orientation via WebEx utilizing the appropriate PowerPoint presentation. The outline

covers each slide specifically as well as key points to mention during each.

WELCOME - Slide 1


Get to know the FM – Discuss their background, experience, hobbies

Why they joined Car-Mart, their goals and aspirations?
Introduce yourself and your role with the company.


HISTORY - Slide 2

Discuss Car-Mart history, Mission, Vision, Values and Non-Negotiables.

Talk about Customer Experience/Service.

4 PROGRAM STAGES - Slide 3


Give a break down and overview of the 4 stages.
Discuss the requirements and the point values for each stage.


PROGRAM OUTLINE - Slide 4

Discuss the program outline.

Go over the layout of the stages.

GRADING RUBRIC - Slide 5


Discuss the program grading rubric - FM reference page 5 in FM Manual.

Guide FM’s to location of tasks, exercises, assessments, and point value.
Discuss how the FM can fill in their scores as they go.

Ensure FM understands all should be completed within 90 days to graduate.

RESPONSIBILITY - Slide 6


Importance of writing down all dates and how assessments are assigned.
Reiterate completing assessments on time is responsibility of the FM.


STAGE SYLLABUS EXAMPLE - Slide 7

Explain syllabus designated to each stage. Use Stage 1 syllabus as example

Go through each part of each stage syllabus with the FM.

WEEKLY READING TASKS - Slide 8


Discuss the purpose in the weekly reading tasks.

Go over the period for completing the reading tasks.

HOW TO COMPLETE A WEEKLY FM READING TASK IN LITMOS - Slide 9


Walk FM through steps how to access and complete a weekly reading task.
Reiterate importance of reading material and submitting tasks on time.


FM STAGE EXERCISE CHECKLISTS - Slide 10

Discuss the purpose and importance of the stage exercises.
Cover checklist example, how to complete and how to submit.



HOW TO UPLOAD A COMPLETED EXERCISE CHECKLIST IN - Slide 11
Walk through steps on submitting a completed exercise checklist in Litmos.

Ensure the FM understands importance of hands-on training & completing on time.


HOW TO REVIEW THE STATUS OF SUBMITTED EXERCISES - Slide 12
Yellow means the exercise has been submitted and is pending grading.

Green means the exercise has been submitted and graded.
If it is blank, this means an exercise has not been submitted.


COMMONLY USED PROGRAMS - Slide 13

Cover the different programs used at Car-Mart.

Discuss the purpose of the programs, how to access each and provide a screen shot.


ASSOCIATE DEVELOPMENT CONTACT INFORMATION - Slide 14
Discuss each of the training team members and ensure they know your contact info.


CONCLUSION - Slide 15

Cover all items on the FM orientation checklist on page 7. Have GM present.
Have each item initialed for acknowledgement.

After the checklist completed, have it scanned and sent to ADM for their records.
Reiterate excitement for FM joining our team and answer any questions.

FREQUENCY OF LOT VISITS



Future Manager Lot Visits are considered in person training visits by the ADM
with the Future Manager that take place at a dealership, typically the home training

location. On occasion, to accommodate multiple FM’s at once or due to specific
training needs, these visits might occur at a different dealership than their home

location and will be scheduled in advance with the FM as well as the GM.


The ADM is to conduct an in-person lot visit with each FM at minimum once
every other week. Due to the content covered in a lot visit, the average lot visit should

take between 2 -3 hours per occurrence. Any lot visits below this amount of time often
provide little value and should be better planned out, however lot visits exceeding this

amount are often covering too much information at once or not efficient.


PURPOSE OF LOT VISITS


Lot visits are an extremely important part of the training and development

process for Future Managers. The intent of conducting frequent and consistent lot
visits allow for face to face, hands on training with the FM and ADM. These visits are

essential in developing the relationship between the FM and ADM, as well as ensuring
the FM is progressing in their training as expected. ADM’s will use lot visits to

communicate progress, offer feedback, perform hands on training, evaluate actual
performance as well as communicate with the GM.


WHAT A LOT VISIT SHOULD COVER


The previous sections outlined the frequency and purpose of lot visits. ADM’s

should apply these concepts and ensure that on every lot visit the following items are

covered. For a detailed checklist of what to complete on a lot visit and training
activities based on training stage, please reference the next page.


Performance & Pace vs Training Outline/Expectations
Master List, Organization, Recent Training – Discuss, Question, and Teach

Conduct Hands on Training Items (Min. 1 Hour)
Discuss progress with GM; Provide recap to FM and items before next visit

The template below is to be used as an outline on how to conduct all ADM lot
visits when visiting a Future Manager. To reiterate, it’s the expectation that each of the

following areas are covered in depth at a very minimum on every lot visit that occurs.

Lot Visit Checklist Items (Complete Each Per Visit):


Review with FM recent progress and areas of training since last visit

Review and compare FM results, performance and progress based upon the
program outline. This includes reviewing current and recently submitted:

o Activity Checklists o Litmos Completion

o Stage Assessment Results o Daily Master Lists
o Weekly Reading Tasks Results

Conduct hands on training as determined by which training stage the FM is in.
Follow up with GM: Discuss progress, issues, training, and ways to assist.

Evaluate the FM from a distance to see interactions, leadership, initiative, etc.
Recap visit with FM: Offer feedback and upcoming training plan / expectations.


Stage 1 Stage 2 Stage 3 Stage 4

•Review MVV •Review Sources from •Vehicle Attention List •Discuss Collections
current Inventory &
Philosophy
•Review & Look at Non-
•Merchandise a vehicle
Negotiables Areas Discuss •Mock Sales Quote and •Work & Discuss
•Reivew & Look at Cycle of •Review Pocket Inventory App Delinquent Accounts
Success Areas List •Review Prospect Log •Pull & Work Folder
•Review and Build Master •Calculate Inventory PPA •Review Sales Folders •Conduct Personal Visits
List •Vehicle Check-In Sheet •Better a Mock Deal •Review Repo Log
•Walk Lot •Review Repair Budget; •Calculate PPI on recent •Review Pending
price check online
•Greet Customers
Repossessions (FMV)
deals
•Answer Phones •Review High Inventory •Review Underwriting •Conduct PPI
•Take a Payment Units Scoreson Recent Deals •Attempt to Save an
•Inspect 1st Buy Units or •Greet Customers on Lot account
Wholesales •Role Play Sales Scenarios •Review Priority Accounts
•Ride with Purchasing •Review Critical Reminders
Agent •Review and Question On Report
•Review Inventory Folders Lot Inventory •Counsel Delinquent
•Review Title & Title Log •Verify a deal together Customer
•Review Detail Log •Prospect potential •Calculate Standards
customers
•Cut a spare key •Align Lot •Review recent CMAs &
•Install a GPS device •Perform Lot Wash LPAs
•Review Inventory GPS •Perform Lot Vac •Review Account Loss
Status
•Review On Lot Titled & •Perform Fluid Checklist •Role Play Scenarios
•Review Vehicles in Shop •Pre-Close Role Play
•Mock Deal Closing
•Send Thank You Cards

To keep everyone up to date and track the progress of each Future Manager,
we compile a weekly log documenting the status of each Future Manager. This log

provides insight into the training of each Future Manager by listing their progress
to date and their current area of focus within for the most recent week. Trainers

will update the status of their Future Managers by noon each Friday for the

following categories: Potential Ranking, Current Stage, and an update on their
progress as well as activities for the last week.


The potential ranking is defined by just that, the potential level an FM should
be at as an Assistant Manager at the end of the training program if they follow the

training outline as listed. The trainer must take into consideration many factors in
determining this ranking to minimize subjectivity, such as experience, capacity to

learn, attitude, initiative, organization and ability to stay on task with training
requirements.


The current score for each FM is determined by the grade in the program to
date, which is reflective of their completed reading tasks, exercises, assessments,

etc. and the scores they received for each.

In addition to rankings, the trainers will also update several other factors

relating to each FM for the given week, such as the date they most recently visited

with the FM in person, their current stage and provide comments updating the
FM's training status for the week. Please note, the comments section is meant to

provide an update on their training status and what the FM has been working on.
This does not include, nor is this section intended for, providing information

already available to the training and development team, such as promotion plans
or scheduling.


Keep in mind this log is to be taken very seriously and requires knowledge of
where each of your FM's are in their training, as well as what they are currently

working on for that week. FM updates should be accurate and well informed. For

example, if an FM is 49 days in the program and still in stage 2, that means they’re
2 weeks behind pace. Therefore, it would be misguided to put in the weekly

comments section for the FM that their "training is going great" or "right on plan".

UPDATE FM WEEKLY STATUS LOG



1. Access SharePoint via Outlook or the Internet.

2. On the Associate Development website, locate the Weekly Status Log.


3. It will open into read only view of the current week.

4. Select edit workbook and edit in browser.

5. Update the potential rank (see previous page). The score will automatically calculate.


6. Update the Last Visit column by listing the date you last visited the FM in person.

7. Select the current stage from the drop down indicating which stage the Future
Manager is currently at in the training program. This is defined by assessments

completed. For example, an FM that has only completed stage 1 assessment cannot be
currently listed as in Stage 3 because Stage 2 has yet to be completed.


8. Under the comments section, input any notes regarding status of Future Manager's
training that week such as areas of focus, performance, tasks completed or incidents
that occurred.


9. Only fill out information on Future Managers assigned to you.

10. Due each week by noon on Fridays.

11. Document will auto-save.

VIEW & SUBMIT FM RESULTS



Assessments & Exercise Results (Litmos)


 From the Litmos dashboard, click on reports.

 Click on courses.
 Click on people under quick reports.

 Search for the person and then click on the person’s name.

 Select the “assessment” or “exercise”.

 Click to download/schedule report to print or email.

Submit Weekly Lot Visit Log


 Throughout each week, ADM’s will log their training visits.

 Each visit should include FM visited, location, training topics

covered, as well as duration of visit.
 This log can be used to track visit recaps and time spent with FM’s,

as well as time spent on particular areas of training for each FM.

 At the conclusion of each week, the ADM will email their FM Lot
Visit log from the week to the Director of Associate Development,

no later than the following Monday 9am.

 The lot visit log should be entirely accurate and reflect the notes and
status updates listed in the Weekly FM Status Log.


Overall Scores and Results


 Go to the Associate Development SharePoint page and sign in.

 Click on FM documents from the menu on the left side of the screen.


 Click on the Excel document titled “FM Masterlist”.

 From the list, locate the FM(s) you wish to review from the left-hand side of

the spreadsheet. This spreadsheet lists current results, grades (Reading
Tasks, Assessments, Exercises) for each FM as well as the location,

personality profile, start date, and performance vs pace results.


 The FM Masterlist is set to “Read Only Access” to ensure accuracy.

 The FM Masterlist is update at least once per day, and often throughout.

OFFICE DAY



The office day for an ADM is very important, not only for communicating with
FM’s and getting caught up on administrative tasks, but also in preparing for

upcoming FM Lot Visits to ensure each visit brings as much value as possible. FM Lot
Visits should be customized specifically for the situation and progress of each FM and

planned accordingly. As result, it is necessary to spend time in advance reviewing the

FM’s progress, results, and submissions to identify what areas to focus on that will
bring the most value when performing the upcoming Lot Visit.


In addition to planning for upcoming Lot Visits, the ADM’s office day should be
utilized to communicate with any FM’s who are not scheduled for a Lot Visit during

the upcoming week. Per policy, all assigned FM’s are to be communicated with each
week, either by phone or in person. If a Lot Visit is not planned for an FM that week,

then a training call should take place with the FM that covers a review of training
progress, results, and a training discussion covering a topic within their current stage.


Lastly, the ADM should utilize their office day for completing any administrative
tasks as necessary. This includes checking and follow up with email requests,

corresponding with General Managers on FM training progress, as well working on

any projects assigned by the Director of Associate Development. This is also a good
time to review assigned content and changes for the FM Seminar.


A general checklist of items to complete during the ADM’s office day is listed
below.


Verify and complete time adjustments Review FM Assessment Results

Check and respond to email Review FM Progress vs Pace


Review FM Litmos Completion Correspond with GM’s on FM Training

Review FM Reading Task Results Plan FM Lot Visits Strategy


Review Submitted FM Exercises Contact FM’s Not Scheduled Lot Visits

ADM WEEKLY TASKS



Most of the ADM’s time each week is to be dedicated to conducting training with
their assigned Future Managers. As part of this process, there are several requirements

that the ADM must fulfill on a regular basis. An outline of these tasks can be found
listed below and used as reminder for reference.


It is the solely the responsibility of the ADM to meet the expectations and complete
each of the listed tasks listed within the designated time frame. Any issues that occur

preventing the completion of these tasks, or expectations, as listed must be

communicated to the Director of Associate Development in as soon as possible and
before the deadline occurs.


Visit with all assigned Future Managers. Those not seen in person during the week on lot
visits will need to be called via phone to review training progress. (Weekly)


Review e-mail and respond as necessary. (Daily)



Put together training plan agendas for scheduled FM Lot Visits. (Office Day)



Review submitted weekly reading tasks, scores, and progress for each FM. (Office Day)


Review submitted training exercises, scores, and progress for each FM. (Office Day)



Review Litmos completion percentage and progress for FM’s assigned. (Office Day)



Update Weekly Future Manager Status Log for each FM assigned. (Friday by noon)


Email upcoming week’s schedule to Diana Varela and Ryan Human. (Friday by 10am)



Submit expense reimbursement and receipts from the week into Decisions. (Office Day)


Review FM Masterlist for Promotion & Working Interview Updates available by 3pm

each Friday. Correspond with assigned FM’s as necessary for each. (Friday by 3pm)


Submit FM Weekly Visit Log Notes to Ryan Human. (Monday by 9am)

Scheduling a Working Interview

• Associate Development Manager (ADM) will contact FM to discuss and schedule the working interview.
• ADM will send e-mail to GM confirming working interview dates and requesting accomodations be made.
• ADM will submit a help ticket to ensure FM has ALIS 3 access during working interview at the host location.

During the Working Interview

• The FM will work 2 days (typically Monday and Tuesday) as part of the working interview.

• At this point, the FM is still hourly, so clocking in and out is necessary.

GM Decides to Extend Job Offer

• If the GM decides to extend a job offer, it is to be made at or before the conclusion of Day 2.
• The GM/AOM will discuss pay, hours, schedule and expectations for an Assistant Manager.
• Once the decision to extend a job offer has been made at the end of Day 2, the GM is to

GM Decides NOT to Extend Job Offer

• If the GM decides NOT to extend a job offer, this is to be communicated to FM before conclusion of day 2.

• Depending on travel distance, the FM will spend the night in the hotel before heading back to their original
training location the following morning.

• Once a decision is made to not extend an offer, the GM is to notify Curtis Valentine and the ADM.
• Under NO circumstances should an FM leave after Day 2 without a clear understanding of their status.

Relocation Process

• The next 3 days (less if not needed) - typically Wednesday through Friday, the FM will look for a new
residence in the area.
• GM will coordinate with FM the time frame to relocate and when to return to work at the new location.

• The FM is to sign as short of a lease as possible and include a clause that relocation for tje job may be
necessary in the future.
• The FM will submit a request for relocation funds to Ryan Human and "cc" the AOM (see Relocation
Expense Request Form in Ulitpro and this packet).
• The request needs to be broken down to specific categories (I.E. Moving supplies: $50, Moving Truck:
$300, etc.)

• If submittetd by 1:00PM, the funds will typically be available the following day depending on the
Associate's bank or financial institution.

• The FM will be promoted in UltiPro as an Assistant Manager effective the first Wednesday after the offer.The
change in the system and the new rate of pay would take effect at this time.

• The change in the system and the new rate of pay would take effect at this time.

© 2019 AMERICA’S CAR-MART™. All Rights Reserved.

This manual may not be reproduced, in whole or in part, by any means—electronic,
photocopy, backwards engineering or any other process or procedure—without the express,
written permission of:





America’s CAR-MART™ Corporate Office

802 S.E. Plaza Avenue, Suite 200

Bentonville, AR 72712




America’s CAR-MART, Inc., at its option, may change, delete,

suspend, or discontinue all or parts of these policies at any time
without prior notice.

The content of this manual does not constitute, nor should it be
construed as, a promise of employment or as a contract between
America’s CAR-MART, Inc., and any of its Associates.


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