DIVE Podcast - Episode 61 Notes
Episode Title: Mastering Online Orders & Delivery - Your Digital Service Guide
Host: Mike Hernandez
Episode Description: In this comprehensive episode of Dive, host Mike Hernandez explores the rapidly evolving world of digital ordering and delivery for convenience store associates. Learn how to excel in managing online orders, coordinating with delivery partners, and providing exceptional digital customer service—skills that are becoming essential in today's convenience store industry.
Key Topics Covered:
Episode Highlights:
Actionable Takeaways:
Success Metrics:
Listen to this episode to gain the skills needed to excel in the digital aspect of convenience store operations, an increasingly important factor in career advancement and store success.
Dive - Episode 60 Guide
Episode 60: Mastering Convenience Meals: Your Guide to Quick Service Excellence
Host: Mike Hernandez
Series: Dive from C-Store Center
Duration: 21 minutes
Episode Description
Transform your sales performance by mastering today's fastest-growing profit center: convenience meals and prepared foods! In this essential episode of Dive, host Mike Hernandez reveals how prepared food sales have jumped 45% in the past year, with customers spending an extra $3.75 on other items during the same visit. Learn why Store 247 increased their prepared food sales by 60% using the techniques covered in this episode. Discover how to match the right meals to different customer types throughout the day, maintain perfect food safety standards, and use proven suggestive selling techniques that feel natural and helpful. Whether you're working the morning rush or evening dinner solutions, this episode provides the knowledge you need to boost your sales while helping customers discover their next favorite meal.
What You'll Learn
Key Segments
Key Standards to Remember
Success Metrics
Winning Combinations
Action Plan for Your Next Shift
Pro Tips
Connect With Us
Visit cstorethrive.com for additional training resources.
Dive from C-Store Center is a Sink or Swim Production dedicated to helping convenience store professionals enhance their skills and advance their careers.
*Tags: #ConvenienceStore #PreparedFoods #FoodService #SalesTechniques #CustomerService #FoodSafety #SuggestiveSelling #RetailSkills
Dive - Episode 59 Guide
Mastering Alcohol Sales: Knowledge, Compliance, and Responsibility
Host: Mike Hernandez
Series: Dive from C-Store Center
Duration: 22 minutes
Episode Description
Master one of the most crucial responsibilities in convenience store operations: alcohol sales! In this essential episode of Dive, host Mike Hernandez reveals how proper alcohol handling impacts not only your store's compliance but also community safety. Learn from real examples, like the store that lost its alcohol license for 30 days due to a single ID verification mistake. Discover comprehensive protocols for legal compliance, product knowledge, and customer service techniques that protect both you and your store. Whether you're checking IDs, handling difficult situations, or making product recommendations, this episode equips you with the confidence to handle alcohol sales professionally and responsibly in every situation.
What You'll Learn
Key Segments
The Five Pillars of Alcohol Sales
Key Protocols to Remember
Temperature Guidelines
Daily Checklist
Pro Tips
Connect With Us
Visit cstorethrive.com for additional training resources, compliance updates, and career development opportunities.
Dive from C-Store Center is a Sink or Swim Production dedicated to helping convenience store professionals enhance their skills and advance their careers.
*Tags: #ConvenienceStore #AlcoholSales #ComplianceTraining #ResponsibleService #IDVerification #CustomerService #ProductKnowledge #RetailSkills
Dive - Episode 58 Guide
Mastering Fresh Food & Bakery: Your Guide to Product Excellence
Host: Mike Hernandez
Series: Dive from C-Store Center
Duration: 23 minutes
Episode Description
Transform your convenience store career by mastering today's hottest category - fresh food and bakery! In this game-changing episode of Dive, host Mike Hernandez reveals how sales associates can leverage product knowledge to boost sales, create loyal customers, and stand out in their roles. Discover why fresh food buyers spend an average of $4.50 more per visit and are 60% more likely to become regulars. With fresh food sales jumping 35% industry-wide and stores seeing up to 45% growth through active promotion, this episode equips you with the expertise to tap into this profitable trend. Whether you're new to the register or a seasoned associate, these techniques will help you turn your store from a quick stop into a food destination.
What You'll Learn
Key Segments
Success Stories
Key Statistics
Daily Product Knowledge Checklist
Connect With Us
Visit cstorethrive.com for additional training resources and to share your fresh food selling success stories!
Dive from C-Store Center is a Sink or Swim Production dedicated to helping convenience store professionals enhance their skills and advance their careers.
*Tags: #ConvenienceStore #FreshFood #Bakery #SalesTechniques #CustomerService #FoodSafety #ProductKnowledge #SuggestiveSelling
Dive - Episode 57 Guide
Mastering the Close: Sales Techniques for Convenience Store Success
Host: Mike Hernandez
Series: Dive from C-Store Center
Duration: 21 minutes
Episode Description
Transform your register interactions into sales opportunities! In this high-impact episode of Dive, host Mike Hernandez reveals how mastering the art of closing can dramatically increase your add-on sales and boost your store's bottom line. Discover why stores implementing these techniques see an average 23% increase in add-on sales, and how one simple approach helped increase average transaction values from $7.50 to $11.25. Whether you're a seasoned associate or just starting your convenience store career, these practical techniques will help you enhance customer experiences while driving sales success.
What You'll Learn
Key Segments
Perfect For
Success Metrics
Quick Scripts to Try
Connect With Us
Visit cstorethrive.com for additional training resources, including downloadable cheat sheets for mastering sales techniques.
Dive from C-Store Center is a Sink or Swim Production designed to help convenience store professionals enhance their skills and advance their careers.
*Tags: #ConvenienceStore #SalesTechniques #CustomerService #RetailSkills #UpsellStrategies #ClosingTechniques #RetailTraining
Dive - Episode 56 Guide
Building Customer Relationships: The Art of Convenience Store Service
Host: Mike Hernandez
Series: Dive from C-Store Center
Duration: 20 minutes
Episode Description
Transform everyday transactions into lasting customer relationships! In this episode of Dive, host Mike Hernandez breaks down the essential techniques for building genuine connections with convenience store customers. Whether you're a new hire or a seasoned professional, discover how small changes in your approach can create big impacts on customer loyalty and store success.
What You'll Learn
Key Segments
Perfect For
Additional Resources
Connect With Us
Have questions or topic suggestions? We'd love to hear from you! Share your feedback and success stories from implementing these techniques.
Dive from C-Store Center is a Sink or Swim Production.
*Tags: #RetailTraining #CustomerService #ConvenienceStore #ProfessionalDevelopment #SalesSkills #CustomerExperience
In this episode of "Dive," host Mike Hernandez dives into the world of loyalty programs and customer data management in convenience stores. Learn how these systems can enhance customer experience and boost sales through personalized recommendations and targeted offers.
Show Notes:
Segment 1: Introduction to Loyalty Programs
Segment 2: Using Data for Personalization
Segment 3: Managing Memberships
Key Discussion Points:
Supplemental Questions:
Duration: Full Episode Tags: #LoyaltyPrograms #CustomerService #CustomerData #RetailSales #ProfessionalDevelopment
The way you handle objections can turn a skeptical customer into one who leaves satisfied and returns again. Skillful handling of concerns doesn't just resolve the moment—it builds trust and loyalty.
In today's episode, we'll explore how to navigate these conversations confidently and effectively. Whether it's a price objection, concern about quality, or a unique customer request, the strategies we'll discuss will help you address concerns, find solutions that work for everyone, and retain customer loyalty. The goal is to ensure that even the most challenging interactions end on a positive note.
In today's episode, we're exploring the critical topics of crisis management and emergency preparedness. Whether it's a natural disaster, a medical emergency, or a security threat, being prepared is the key to handling these situations effectively. This episode will give you the tools and confidence you need to manage crises, respond to emergencies, and prioritize the safety of everyone in the store.
In today's episode, we'll dive deep into how emotional intelligence and empathy play crucial roles in providing top-notch customer service, especially in those challenging moments when frustrations run high. These skills aren't just about making customers happy at the moment; they're about building long-term trust and loyalty, even when things go wrong.
In today's episode, we'll explore how effective teamwork can transform the way your store operates. We'll cover how clear communication, resolving conflicts early, and supporting each other can create a more positive and efficient workplace. When everyone is on the same page, tasks get done faster, and the work environment becomes much more enjoyable for everyone involved.
In today's episode, we'll focus on the importance of knowing your products, especially when it comes to personal care and household supply items. We'll cover how understanding the features and benefits of these products allows you to communicate their value to customers effectively. We'll also dive into cross-selling techniques so you can suggest complementary items that customers didn't even realize they needed, ultimately improving their shopping experience and boosting your sales.
In today’s episode, we’ll explore the critical role compliance and regulatory standards play in running a successful convenience store. From food safety and hygiene to understanding local and federal regulations, we’ll break down what you need to know to ensure your store stays compliant. Following these guidelines isn’t just about passing inspections—it’s about creating a safe environment for customers and staff and maintaining your store’s reputation.
Today's episode will focus on practical ways to boost sales through smart merchandising strategies. We'll discuss how placing products strategically can increase visibility and encourage purchases, how to use visual merchandising techniques to attract attention and create a more engaging shopping experience, and how to use sales data to continually refine and optimize where products are positioned in the store. By the end of this episode, you'll have a toolkit of strategies to help transform your store's layout and displays into a more profitable setup.
In today's episode, we're focusing on the skills you need to manage store operations regarding equipment. We'll cover the basics of maintaining and handling store equipment, troubleshooting common problems that might arise, and understanding how to report maintenance needs and potential safety hazards. By the end of this episode, you'll have a solid foundation to tackle these challenges confidently.
In today’s episode, we’re going to focus on the essential communication skills that every sales associate needs to master. Whether it’s actively listening to your customers, using the right words and body language, or adapting your communication style to fit different personalities, these skills are the backbone of excellent customer service. By the end of this episode, you’ll have the tools you need to handle any customer interaction with confidence and professionalism.
We dive deep into frozen foods and dairy products in today's episode. We'll arm you with the knowledge you need to become a product expert in these categories so you can answer customer questions and anticipate their needs. By the end of this episode, you'll have a solid understanding of what sets these products apart, how to highlight their features and benefits, and the best ways to suggest complementary items to enhance the customer's experience.
In this episode, we'll explore the critical aspects of cleaning and sanitation that go beyond the surface. We'll discuss why it's vital to uphold the highest standards of cleanliness, how to manage waste efficiently, and the importance of adhering to health and safety regulations. These practices not only ensure compliance but also enhance customer trust and business reputation.
Today's episode is all about transforming transactions into relationships. We're focusing on enhancing your sales techniques through immediate sales goals and building long-term customer relationships.
Today, we're focusing on tools essential in the daily operations of convenience stores across the globe: Point-of-Sale (POS) systems and self-checkout systems.
