Middle management is not encouraged by upper management to promote and encourage to sharpen one's skills. Especially for associates who are willing to learn and be promoted.
The on-line training is very elemetary and inadequate for what is required to be profeciant in this position.
There is no prior and formal training offered before a person starts working the front desk for the first time. A training for the basic usage on the computers and a better working knowledge of auto part applications should be manditory before starting at the front desk.
Management is not encouraged to schedule a work week in advance notice for employees.
Management is not held accountable for working by example to their subordinates.
The on-line training is heavily weighted towards a "new" sales process (six-sigma) for driving customers to buy into this "experience" that our store offers. The parts knowledge seems to take a second preference. Especially since parts is the core need. Yet all info is of a very basic nature.
The training is driven for a six-sigma development. Much like any other retail sales mentality these days. Many customers/people can see threw this sales technique. Still others just would like an answer to their parts need. And that compelling question is usually the fact if we just have a particular part in stock or how soon can we get it.
Still, I see the company trying so squeeze all profitability out of the customer by asking all these open ended questions under the company's new sales technique rule. I've seen many retail corporations trend to this same practice and loose some customers. (and maybe some salespeople to) This practice drives a more technical aspect of sales, rather than seeking a more efficient technique that may be more successful. Like to maintain employee moral, for instance.
If a company want's to use the six-sigma technique, then it should be instructed by the appropriately trained manager to use it appropriately.
As for moral. The company should seek more employee/work/life balance. They do not train you well. There are no incentives for doing a better job. They do not look for people who care much for perusing this as a career. So likewise they hire the majority of staff as a part time position so that they do not have to pay as much in benefits and can legally reduce ones hours as much as they see fit for their needs, and not for your livelihood.
