ONBOARDING AND TRAINING

Transcription

1 ONBOARDING AND TRAINING

2 Orientation New hire paperwork (your accountant can probably provide you with all needed paperwork) Non-compete agreement Company policies (attendance/time off, dress code, computer use, cell phone use, etc.) Most things won t be a problem if everyone knows the expectations up front

3 Orientation (cont.) Orientation Process Orientation checklist of skills expected to be completed in a certain time frame If the skills are not mastered in the time frame, their job may not continue Show Amazon video explaining what happens to our inventory this helps them understand what their work is preparing for (

4 Training Process Process Overview: Explain and/or demonstrate skill Give them an opportunity to try it out Answer questions & correct mistakes Spend time working with and experienced team member

5 Training Process (cont.) Adjust timing to meet your needs and orientation schedule One Week Training Plan: Day 1 Receiving & Condition Classification Day 2 Product Prep Day 3 Listing and Shipping Day 4 Skill Demonstration Day 5 Begin Regular Work

6 Receiving Training Explain the different types of inventory they will receive (RA, wholesale, liquidation, etc.) How to check it in on receiving form What to do about damaged products What to do about missing or extra products Where it goes after check-in Demonstrate, then have them Receive a sample box

7 Condition Classification Explain the various conditions (new, used, collectible) Provide a Condition Classification Guide for reference Provide sample products in various conditions for them to classify using the reference guide

8 Condition Classification (cont.) Several points to emphasize: Used toys must be listed as Collectible Baby, Health & Beauty, & Grocery can only be sold on Amazon as New Incomplete or non-functioning products cannot be sold on Amazon Condition descriptions for Used/ Collectible products

9 Prep Training Explain Amazon s prep rules Explain the importance of correct prep These are Amazon s rules, not yours and they must be followed Show how to perform prep tasks Poly bagging, bubble wrap, price tag removal, etc. Show how to use Prep Flow Sheet

10 Product Prep Flow Sheet By walking through the flow sheet together step-by-step you introduce them to every potential type of prep and product they may encounter

11 Prep Training (cont.) Have sample products which need all of the possible preparations Have them use the flow sheet to determine and do the correct prep for each product Answer questions only after they try to work through it on their own Make corrections Show where inventory goes when prep is complete

12 Listing Training Show how to list an item Directly through Seller Central, and/or: Using inventory management software Have them demonstrate basic listing Show how to correct listing errors and/or delete listings

13 Listing Training (cont.) Use test products to show various exceptions (hazmat, missing dimensions, not found on Amazon, multiple listing options) Have a Troubleshooting Guide available to document common exceptions

14 Shipping Training Show how to add products to a shipment (this may be done during the listing process) Use Shipment Labels to divide products based on their warehouse destination and keep a record of who made the shipment Have them demonstrate adding products to shipments

15 Shipping Training (cont.) Explain criteria for when a shipment is complete Do you ship each day? Do you wait until shipments are a certain size? Show how to pack the boxes Show how to purchase postage and label the boxes Allow demonstration Teach how boxes will be shipped out or picked up

16 Skill Demonstration Activity Set up sample tasks that put into practice as many skills and decisions as possible Encourage them to work through questions with reference guides provided Answer their questions as needed Review problem areas identified by the exercise If training multiple people at one time, this could be a competition with a reward

17 Get to Work Finally, start processing actual products Work with them, allowing them to take the lead so they can see what questions they have Provide (nice) correction as needed I might not have mentioned this, but We went over a lot of information, so you might have forgotten That is a common mistake, but

18 Buyer Training In most cases, have people start as processors and move on to buying as they demonstrate: Trust & dependability Understanding of Amazon Ability to follow instructions Make buying guidelines as clear and as simple as possible Minimize exceptions Set clear guidelines for what they can purchase and what needs approval Max $ amount, sales ranks, etc.

19 Buyer Training (cont.) Follow this process over several buying sessions : Explain/show at store/online Let them make decisions while you observe Make corrections Allow independent demonstration with evaluation afterwards (start with a low budget) Limit spending amount and volume until they have demonstrated competency Remember that ranks and prices change constantly it might have been good yesterday when they bought it, but not anymore

20 Communication Buyer adds products to a master Buy List that tracks price, location, and who purchased it Save a copy of the receipt or invoice to a Google Drive or Dropbox folder (File name: YYYYMMDD Store Name) Buyer creates listing, if needed, so that an ASIN is assigned and the product is ready for prep

21 Communication (cont.) Buyer creates Receiving Form with barcodes for ASINs ( Code 128 format)

22 Handling Inventory Purchases You must have a high level of trust with your buyers Give them cash to buy at yard sales You have no choice but to trust them about how much they pay for products Whenever possible, use discount gift cards at stores and online When necessary, use a company credit card (not a personal card) limit the number of people who have access If using a credit card, know what purchases are authorized so you can monitor for fraudulent purchases

23 Handling Questions After Training Be open to any questions that your team has it s far better for them to ask than assume

24 Handling Questions (cont.) Never make them feel stupid or intimidated for asking a question If appropriate, ask them what they think the answer is and correct as needed this will help them gain the critical thinking skills self-confidence they need

25 Handling Questions (cont.) Tell them the answer, and then direct them to where they could have found this answer on their own (guide book, flow sheet, reference, amazon.com help, etc.) If frequent questions to things they should know persist, ask them to look it up and then report the answer back to you