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Standard Training for Retail Coaches-Sales and Services Associates Facilitator Guide Course 10021227 August 2012

Training and Development

Standard Training for Retail Coaches-Sales and Services Associates Facilitator Guide

United States Postal Service Training and Development 475 L’Enfant Plaza SW Washington, DC 20260-4215

Use of Training Materials

These training course materials are intended to be used for training purposes only. They have been prepared in conformance with existing USPS policies and standards and do not

represent the establishment of new regulations or policies.

Copyright 2012 by the United States Postal Service, Washington DC 20260-4215

All rights reserved. No part of this publication may be reproduced in any form or by any means without permission, in writing, from Training and Development and Retail Operations.

Certain parts of this publication may contain copyrighted materials from other sources the reproduction of which for this specific training use has been interpreted not to exceed

the fair use clause of the copyright regulation (Ref. 371.5 ASM)

A Commitment to Diversity

The Postal Service is committed to fostering and achieving a work and learning environment that respects and values a diverse workforce. Valuing and managing diversity in the Postal Service means that we will build an inclusive environment that respects the uniqueness of every individual and encourages the contributions, experiences and perspectives of all people.

It is essential that our work and learning environments be free from discrimination and harassment on any basis.

In our classrooms, on the workroom floor, in casual conversation and in formal meetings, employees and faculty are asked to encourage an open learning environment that is supportive of everyone.

Course materials and lectures, classroom debates and casual conversation should always reflect the commitment to safety and freedom from discrimination, sexual harassment and harassment on any prohibited basis. Instructors and class participants are expected to support this commitment.

If you find course material that is presented in the classroom or in self-instructional format that does not follow these guidelines, please let an instructor know immediately.

If classroom discussions do not support these principles please point that out to the instructor as well.

Diversity is a source of strength for our organization. Diversity promotes innovation, creativity, productivity and growth, and enables a broadening of existing concepts.

The Postal Service’s policy is to value the diversity of our employees, customers and suppliers, and to do what is right for our employees and the communities we serve, thereby ensuring a competitive advantage in the global marketplace.

Page i

Table of Contents

Course Overview for Facilitators..................................................1

Location and Duration ...............................................................3

Responsibility for Administering the Course..............................3

Selecting Trainers and Delivering the Training..........................3

Evaluating the Training..............................................................4

Module 1: Course Overview and Introduction.............................1

Course Overview and Introduction ............................................3

Familiarize Retail Coaches with the Course..............................3

Describe Retail Coach Roles ....................................................4

Using Trainee Daily OJT Checklist Resources..........................4

Module 2: Retail Coach Preparation for SSA OJT ......................1

Retail Coach Preparation for SSA OJT .....................................3

Module 3: Day One of SSA On-the-Job Training.........................1

Conducting SSA OJT ................................................................3

Day One of SSA OJT ................................................................3

POS ONE Front Office eLearning .............................................7

Module 4: Days Two and Three of SSA On-the-Job Training..1

Days Two and Three of SSA OJT .............................................3

POS ONE Front Office eLearning .............................................6

Module 5: Day Four of SSA On-the-Job Training .....................1

Day Four of SSA OJT ...............................................................3

Module 6: Day Five of SSA On-the-Job Training......................1

Day Five of SSA OJT ................................................................3

Module 7: After the Training is Completed..................................1

After Training is Completed.......................................................3

Course Overview for Facilitators

Objective: • The objective of this course is to provide a retail coach with

standard guidelines for planning and conducting on-the-job SSA instruction.

Time Allocated for Course: • 8 hours—Retail Coach Training course #10021227

Instructional Methods: • Demonstration.

• Practice

• Simulation of real work situations

• Role plays

Facility, Equipment, and Supply Needs • Training room for up to 20 persons with enough space for rip chart

activities.

• Rip charts (1 for every 5 participants) with markers and masking tape

• Name tents

• Pencils, pens and paper

• Suggested room layout

Standard Training for Retail Coaches – Sales and Services Associates

Course Overview for Facilitators Page 3

AV

AV Screen

Flip Chart Flip Chart

Flip Chart

TV/VCR

Flip ChartFlip Chart

IfNeeded

IfNeeded

Proposed Training Room Set-up

Location and Duration The course is built with the assumption that the training will take place at a PEDC or large post office that is able to accommodate up to twenty students in a classroom setting. The recommended time allotted for the class is one day.

Responsibility for Administering the Course A designated person at the area, district, or facility level should be responsible for planning, scheduling, arranging facilities, ordering materials and ensuring proper training record keeping. This designated person coordinates logistical and administrative matters with the course facilitators.

Selecting Trainers and Delivering the Training It is suggested to have one facilitator for every 10 students. All facilitators must be certified as instructors by completing the Facilitative Instructor Workshop (FIW), course number 21201-61. They also must have adequate skills and experience in the duties and responsibilities in SSA and LSSA functions.

Course #10021227

Page 4 Facilitator Guide

Persons who teach the retail coach Training course have eight major duties. The duties are covered in detail in the 3-day Facilitative Instructor Workshop (Course #21201-61) and include the following:

1. Preparing to facilitate

2. Creating a positive learning environment

3. Using effective communication skills

4. Using training aids

5. Using facilitative methods

6. Managing the learning event

7. Assessing learning

8. Closing out the learning event

Retail Coaches are required to complete Job Instructor Training Course #21505-00.

Evaluating the Training Learning activities will be used throughout each module as an informal assessment of what participants have learned and as an opportunity for learners to challenge themselves with supplemental exercises.

The facilitators are responsible for submitting’ PS Forms 2548 for each student to their local PEDC to ensure that proper course credit is given.

Facilitator: The course designers suggest following these notes closely the first time the course is taught. With experience, facilitators may adjust their delivery to meet local conditions as long as the content is adequately covered.

Module 1: Course Overview and Introduction

Objective: • The objective of this module is to familiarize the retail coach with

the SSA Training Course.

Time Allocated for Module: • 45 Minutes

Instructional Methods: • Lecture

• Discussion

Summary: • Course Overview and Introduction

• Familiarize retail coaches with the SSA course

• Describe retail coach roles

• Using the Trainee Daily OJT Checklist

Participant Material Used: • Sales and Services Associate On-the-Job Training Guide

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• Sales and Services Associate Training course #10021146 facilitator guide

• Trainee Daily OJT Checklist

Media Required: • Rip chart


Module 1: Overview and Introduction Page 3

Course Overview and Introduction The objective of this section is to familiarize the retail coach with the SSA Training Course.

The training for SSAs is not intended to teach every detail of every transaction. The SSA training is designed to emphasize proficiency with retail transactions and being able to find information in directives and procedure guides when needed. The training provides enough knowledge for a comfort level with the workflow of transactions, and interaction with customers. It is understood that the SSA will continue to learn from their on-the-job experience.

Familiarize Retail Coach with the Course Facilitator: Review SSA Classroom Training Elements

• Hand out Table of Contents from the SSA Training Course—classroom training

• Give a brief overview of the classroom training

Review SSA On-the-Job Training Elements:

• Hand out SSA On-the-Job Training Guide (10021228) to the retail coaches

• Give a brief overview of the SSA OJT

The participants have the Standard Training for Retail Coaches participant guide and the SSA On-the-Job Training Guide. Ensure that you identify each manual to which you are referring when presenting this course.

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Describe Retail Coach Roles • Demonstrate to the tasks identified in the Trainee Daily OJT

Checklist

• Allow SSA opportunities to practice skills

• Review SSA daily progress using the Trainee Daily OJT Checklist

• Coach SSA based on their individual needs

• Ensure that all content within the SSA On-the-Job Training Guide is communicated

• Ensure that the SSA can apply knowledge learned during the SSA classroom training on the job

Using the Trainee Daily OJT Checklist • Explain that this is a tool to measure progress during the SSA OJT

• Briefly review and discuss the Trainee Daily OJT Checklist with the SSA

• Discuss progress with SSA daily

• Focus training activities on critical needs

• Discover strengths and weaknesses

• Use feedback to build confidence

Using Trainee Daily OJT Checklist Resources • Review the Trainee Daily OJT Checklist Resources

• Explain the use of resources as job aids

• Discuss additional resources that may be used

Module 2: Retail Coach Preparation for SSA OJT

Objective: • The objective of this module is to assist the retail coach in

preparing for SSA OJT.



• Demonstration

Summary: • Retail coach preparation for SSA OJT


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Module 2: Retail Coach Preparation for SSA OJT Page 3

Retail Coach Preparation for SSA OJT Refer to Sales and Services Associate Training Administrative Guide for preparation time guidelines.

Gather, read and review materials and references • Obtain current SSA training materials

• Review current Postal Bulletins, Handbooks and Manuals for updates that are applicable to the SSA course

• Obtain information on new products and services

• Review latest issues of the Retail Digest

• Become familiar with new policies and procedures

• Review latest Procedures Guide, New Functionality Guide, and Change Requests

Ensure SSA POS One login ID is established Confirm eAccess approval with postmaster or manager prior to the first day of training

When training at your office • Arrange for credit to be issued to trainee

• Identify and prepare designated training area within the facility

• Discuss timekeeping with manager

• Review safety and security issues

When training at another office • Call the site to confirm your arrival

• Visit the site in advance if possible

• Arrange for credits to be issued to retail coach and trainee

• Identify and prepare designated training area within the facility

• Plan travel in accordance with Handbook F-15, Time and Attendance

• Discuss timekeeping with manager

• Review safety and security issues

Module 3: Day One of SSA On-the-Job Training

Objective: • The objective of this module is to provide the retail coach with the

necessary skills to conduct the SSA OJT using the SSA OJT Guide and prepare the SSA to conduct retail transactions and become familiar with retail equipment.

Time Allocated for Module: • 2.5 Hours


• Demonstration

Summary: • Conducting SSA OJT

• Day One of SSA OJT


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• PS Form 17, Stamp Requisition/Stamp Return

• PS Form 3369-(P), Consigned Credit Record

• PS Form 3977, Duplicate Key, Combination, and Password Envelope



Module 3: Day One of SSA OJT Page 3

Conducting SSA OJT The retail coach is to shadow the trainee while conducting the on-the-job training. Under no circumstances is the trainee to perform in on-the-job training without their retail coach.

Read Preface below.

• The Sales and Services Associate (SSA) On-the-Job Training for the SSA Course was designed to provide retail coaches with daily guidelines to be used for a hands-on training approach. The retail coach is not restricted to the time allotted for each day’s activities, and should spend time with the associate to ensure complete comprehension of daily retail transactions. This on-the-job training is used to acquaint employees with their new positions, to acquire knowledge and skills related to changes in work process, and to implement refresher training. Retail coaches are encouraged to follow the guideline provided, and review the Trainee Daily OJT Checklist with the new associate at the end of the each day.

The SSA on-the-job training is not to be performed on overtime. Any exceptions must be approved by the appropriate manager or supervisor.

Facilitator: Use the SSA OJT Guide to present the following information to the retail coaches on how to conduct the course.

Day One of SSA OJT Hour One - Day One of SSA OJT

The objective of this section is to introduce the SSA to the retail coach, familiarize the SSA to the facility, and provide the SSA with the SSA OJT Guide.

During this hour the retail coach should:

• Work with local management as necessary to cover the administrative matters listed in the SSA OJT Guide.

• Conduct facility tour and include applicable safety and security issues relevant to the facility.

Course #10021227


• Give the SSA OJT Guide to the SSA and explain its use with the course. The SSA OJT Guide will be retained by the SSA at their office. Under no circumstances should the materials be taken home.

Hour Two - Day One of SSA OJT

• The objective of this section is to introduce the SSA to the Trainee Daily OJT Checklist and the Trainee Daily OJT Checklist Resources.

Begin by explaining the use of the Trainee Daily OJT Checklist. On a daily basis the SSA will fill out all of the skills mastered.

Facilitator: Use the Trainee Daily OJT Checklist to conduct the exercises below. Depending on the size of the class, role play or discuss the following four scenarios.

Activity 1–Participant Based Coaching Styles

Facilitator: Each participant will have varying levels of experience within the Postal Service. Your coaching style may need to be adjusted based on participant needs.

Use role-play to identify the coaching style that you would use when coaching the trainees in the following scenarios. Select from the scenarios below to engage participants in an interactive discussion on coaching styles.

One participant will play the role of the retail coach and one participant will play the role of the SSA.

After conducting the role play exercise, use a rip chart to record suggestions on how coaching styles could be modified to meet participant needs based on the scenarios discussed.

Imagine that you are the coach on the first day of the SSA OJT; use role-play to identify the coaching style that you would use when coaching the trainees in the following scenarios.

Scenario 1: Bob has worked eight years in the plant processing mail. He had been a bank teller for two years prior to entering the Postal Service. He feels very comfortable with the content from the SSA classroom training.


Module 3: Day One of SSA On-the-Job Training Page 5

Scenario 2: Sue has fourteen years in the Postal Service in many positions. She was a relief and pool clerk and covered vacancies in four downtown financial stations for three years; however, that was seven years ago. Her new bid is in a large station.

Scenario 3: Nancy has been working in Claims and Consumer Affairs for three years. She has knowledge of the benefits that Insured Mail Service, Registered Mail Service, and other Extra Services provide to our customers. She has talked with many customers on the telephone, but has no counter experience and is very nervous about handling money.

Scenario 4: Tom has been with the Postal Service for seven years. For most of that time he worked at the CFS Unit. He is able to identify the different classes of mail and understands the features of each. He has several questions regarding the sale of money orders, stamps, and stamped envelopes.

Scenario 5: Lynn is new to the Postal Service and her only experience with the Postal Service is as a customer.

Activity 2–Trainee Daily OJT Checklist

Facilitator: Explain the purpose of the Trainee Daily OJT Checklist and Trainee Daily OJT Checklist Resources. Discuss how different coaching styles can be used to meet the needs of each trainee, including when additional assistance is requested.

The resources provide the retail coach with information that may be referenced when observing and assisting with the sales and services associate’s retail transactions. The retail coach makes use of the resources to enhance and support the OJT experience.

Tips and Tricks

When using the Trainee Daily OJT Checklist Resources during the SSA OJT:

• Provide an explanation for the resources

• Use this as a coaching opportunity to improve SSA performance and build self confidence.

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Hours Three and Four - Day One of SSA OJT

The objective of this section is to introduce the SSA to each component of the retail equipment on which they will train. Additionally, the retail coach must ensure that the SSA understands information concerning Postage Validation Imprinters (PVI).

Retail Equipment Functions and Overview:

• Trainees will review the section of the SSA OJT Guide appropriate to the retail equipment provided at their facility.

• The retail coach will explain the components and functions of the retail equipment.

• The retail coach will create a dialogue with the SSA using actual retail equipment, required posters, rate charts, and other job aids.

Activity 3—Introducing Retail Equipment

Facilitator: Have retail coaches brainstorm additional catch phrases that will assist them when teaching the SSA how to use the retail equipment.

Use a rip chart to record and discuss responses.

Examples of catch phrases for introducing retail equipment may include:

• Read the screen

• Follow the prompts

Activity 4—Introducing Retail Equipment

Facilitator: Have the retail coaches brainstorm activities that will provide the SSA with an opportunity for hands-on experience with retail equipment at their facility.

Use a rip chart to record and discuss responses.

Examples of activities for hands on experience with retail equipment may include:

• Changing printer receipt tape

• Changing ribbon

• Changing Postage Validation Imprinter labels __________



When conducting on-the-job training, the retail coach should review Postage Validation Imprinter labels with the SSA. Refer to SSA Training and SSA OJT Guide.

• Demonstrate how to generate the test labels.

• Explain the different PVI labels as defined in the SSA OJT Guide.

• Discuss the importance of the characteristics and information printed on each of the PVI labels.

POS ONE Front Office eLearning

For POS offices, the POS ONE Front Office eLearning course # 4120166 is included in the OJT portion of the sales and services associate training to provide additional practice in successfully completing daily transactions. When conducting the training, the retail coach provides time for the trainee to complete the following course lessons:

• Lesson 1: Overview of the POS ONE System

• Lesson 2: Getting Started with POS ONE

• Lesson 3: Selling Stamps and Merchandise

The retail coach should have the flexibility to have the trainee complete the three lessons in one session, or in segments to create the most beneficial OTJ experience. For example, if there are particular times when customer traffic may be slow, the retail coach may capitalize on this opportunity to have the trainee complete an eLearning lesson. This would allow the trainee to observe the retail coach at times when retail transactions are more frequent.

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Hours Five and Six - Day One of SSA OJT

The objective of this section is for the SSA to learn by observing the retail coach interact with customers and perform retail transactions.

Activity 5—Retail Coach Observation

Facilitator: Have retail coaches read Day One – Hours 5 and 6 in the SSA OJT Guide.

Read Day One – Hours 5 and 6 in the SSA OJT Guide.

The retail coach will discuss the following actions with the SSA during on-the-job training:

− How to Log-on

− Review of message center messages

− Proper workflow for standard transactions (no work-around)

− Use of Procedures Guide and New Functionality Guide for POS One offices

− How to prepare an advance deposit

− How to prepare a final deposit Facilitator: Ask retail coaches to discuss effective methods that they may use to coach or assist SSAs when learning new tasks. Use a rip chart to record and discuss responses.

Tips and Tricks

Retail coaches conducting SSA OJT at POS ONE offices should show the SSA how to access the POS ONE Online Guides home page from the POS ONE terminal. The help system is very informative, and will provide step-by-step instructions to perform transactions. You can access [Help?] from any screen.

After selecting the [Help?] button, select the <View Help Index> button. Pick a topic and then select <View Help Steps>.

The information in each guide can be printed by clicking “Print” once the task is displayed in the Notebook Area.

The POS ONE Procedures Guide contains most front office and all back office tasks that can be performed on the system.



If the SSA needs help in using the online guides page, have them click on “How to . . .” from the online guides home page, and then select, “How to use Online Guides”.

Hours Seven and Eight - Day One of SSA OJT

The objective of this section is to prepare the SSA to work the window at the beginning of Day Two and to review the Trainee Daily OJT Checklist.

The SSA’s credit will be issued by the supervisor. Be flexible when scheduling the SSA OJT to ensure this occurs.

Activity 6—Preparing the SSA to Work the Window

Facilitator: Hand out Form 3977, Duplicate Key, Combination, and Password Envelope, to retail coaches. Discuss proper use and completion of the form.

Complete a PS Form 3977, Duplicate Key, Combination, and Password Envelope.


Facilitator: Hand out PS Form 3369-(P), Consigned Credit Record, to retail coaches. Discuss proper use and completion of the form.

Complete a PS Form 3369-(P), Consigned Credit Record.


Facilitator: Hand out PS Form 17, Stamp Requisition/Stamp Return, to retail coaches. Discuss proper use and completion of the form.

Complete a PS Form 17, Stamp Requisition/Stamp Return as used to issue Money Orders, to issue SIA credits, and Stamp Stock to individual credits.

If the SSA had the opportunity to log-on the system, they must perform a close out.

Course #10021227


Provide a Trainee Daily OJT Checklist to each participant and have them complete it. Give the trainee adequate time to complete the Trainee Daily OJT Checklist in a quiet place, away from the retail window and other distractions. Encourage the SSA to indicate tasks for which they need additional coaching.

In private, review and discuss the Trainee Daily OJT Checklist with the trainee to confirm and reinforce practiced skills, and plan for the next day of OJT. Use positive reinforcement to promote a learning environment where the trainee is comfortable and demonstrates proficiency. Ensure that you revisit any task that the SSA has indicated a need for additional coaching.

Module 4: Days Two and Three of SSA On-the-Job Training


necessary skills to assist the SSA in becoming proficient at conducting window transactions.

Time Allocated for Module: • 2 Hours


• Demonstration

Summary: • Days Two through Three of SSA OJT


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Module 4: Days Two and Three of SSA OJT Page 3

Days Two and Three of SSA OJT The retail coach will use feedback from the Trainee Daily OJT Checklist to clarify and respond to on-the-job training needs of the SSA.

Hour One - Days Two and Three of SSA OJT

The objective of this section is to discover areas of strengths and weaknesses of the SSA using the Trainee Daily OJT Checklist.

The retail coach will review the Trainee Daily OJT Checklist daily with the SSA to discuss progress made and answer any questions the SSA may have. Ensure that you revisit any task that the SSA has indicated a need for additional coaching.

Hours Two through Seven - Days Two and Three of SSA OJT

The objective of this section is to provide the SSA with hands-on experience by performing standard retail transactions.

Starting on day two, the SSA will work the window with support from the retail coach. The SSA should start with basic transactions such as selling stamps and work toward more complex transactions.

Activity 9—Performing Standard Retail Transactions

Facilitator: Have retail coaches read and review Days 2-3 – Hours 2-7 in the SSA OJT Guide.

Read and review Days 2-3 – Hours 2-7 in the SSA OJT Guide.


Facilitator: Have the retail coaches use the following scenarios to determine which approaches might be used to assist the SSA when completing these types of transactions.

Scenario 1: It is noon on Day 2 of the SSA OJT. A customer comes to the counter and wants to mail an envelope using Express Mail. The SSA had difficulty completing previous Express Mail transactions and requires your assistance.

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Scenario 2: It is the afternoon of Day 3. The SSA has been asking the Hazmat question, but does not listen to the customer’s response. The SSA has not been ensuring that packages are properly prepared which could cause problems in the mailstream. Without guidance from the retail coach, the SSA would have accepted packages without checking for appropriate surcharges. The SSA does not understand the importance of these issues.

Use a rip chart to record and discuss techniques the retail coach might use to assist the SSA with the above transactions.


During the week of SSA OJT, some retail transactions may not occur during the regular flow of customers while the SSA is working the window.

Facilitator: Instruct each retail coach to select a topic from the Trainee Daily OJT Checklist that might not occur during the regular flow of customers. Have each retail coach prepare a role play on how they would teach the SSA to perform the transaction.

The retail coaches should include in their role play any procedures, processes, equipment and required forms that would be used when presenting the selected transaction to the SSA. Allow participants 5 minutes to prepare for their role play.

Have each retail coach present their selected transaction using one of the other participants to act as the SSA.

Use a rip chart to record and discuss techniques the retail coaches use during their role plays.


The SSA has demonstrated the ability to perform simple transactions. Moving on to more complex transactions explain how you, the retail coach, could assist the SSA in developing sales skills to sell Priority Mail with Delivery Confirmation and Insurance.


Module 4: Days Two and Three of SSA On-the-Job Training Page 5

Facilitator: Divide the class into two groups. Have one group use a rip chart to record and discuss responses for developing sales skills to sell Priority Mail with Delivery Confirmation and Insured Mail.

Have the second group use a rip chart to record and discuss how these Extra Services add value for customers.


Facilitator: Divide the class into two groups. Have the retail coaches record on a rip chart approaches they feel will make them successful when training SSAs on-the-job. Ask for volunteers to present their approaches.

Record on a rip chart approaches you feel will make you successful when training SSAs on-the-job.

Tips and Tricks

Listed below are tips and tricks provided by experienced retail coaches that they feel made them successful when training SSAs.

• Let the SSA speak for themselves

• Give the SSA time to process their thoughts

• Let the SSA select operational keys on retail equipment themselves

• Have the SSA build experience and skills by performing basic transactions such as stamps only and providing support while performing more complex transactions

• Help build the SSA’s confidence

• Let the SSA learn from their mistakes

• Have the SSA actually perform making corrections on the retail equipment.

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POS ONE Front Office eLearning

DAY 2 For POS offices, the POS ONE Front Office eLearning course # 4120166 is included in the OJT portion of the Sales and Services Associate training to provide additional practice in successfully completing daily transactions. For Day Two, the trainee should be provided time to complete the following course lessons:

• Lesson 4: Performing Domestic Mail Transactions

• Lesson 5: Performing International Mail Transactions

• Lesson 6: Completing Money Order Transactions

• Lesson 7: Completing PO Box Transactions

The retail coach should have the flexibility to have the trainee complete the four lessons in one session, or in segments to create the most beneficial OTJ experience. For example, if there are particular times when customer traffic may be slow, the retail coach may capitalize on this opportunity to have the trainee complete an eLearning lesson. This would allow the trainee to observe the retail coach at times when retail transactions are more frequent.

DAY 3 For Day Three, the trainee should be provided time to complete the following course lessons:

• Lesson 8: Using Trust Accounts to Process Transactions

• Lesson 9: Completing Customer Service Options

• Lesson 10: Exchanging and Voiding Transactions

• Lesson 11: Performing Clerk Services

• Lesson 12: Performing End-of-Day Responsibilities

The retail coach should have the flexibility to have the trainee complete the five lessons in one session, or in segments to create the most beneficial OTJ experience.

Hour Eight - Days Two and Three of SSA OJT

The objective of this section is to coach the SSA through the closeout procedures and completion of the Trainee Daily OJT Checklist.

The retail coach should be flexible when scheduling activities. Remember some activities may take longer than anticipated.


Module 4: Days Two and Three of SSA On-the-Job Training Page 7

Allow adequate time for closeout. Close-out must be performed daily—no exceptions.

Retail coaches should conduct a question and answer session daily with the SSA to review the day’s activities.

Activity 14—End of Day Closeout Procedures for SSA

Facilitator: Divide the class into groups. Have the retail coaches brainstorm items they will cover with the SSA during the end of day closeout procedures such as documentation needed for refunds, trust or suspense items, etc. Use a rip chart to record and discuss responses.

List items to be covered with the SSA during the end of day closeout procedures on a rip chart and discuss.

Have the SSA complete their Trainee Daily OJT Checklist. Give the trainee adequate time to complete the Trainee Daily OJT Checklist in a quiet place, away from the retail window and other distractions.

In private, review and discuss the Trainee Daily OJT Checklist with the trainee to confirm and reinforce practiced skills, and plan for the next day of OJT. The retail coach should use positive reinforcement to promote a learning environment where the trainee is comfortable and demonstrates proficiency.

Module 5: Day Four of SSA On-the-Job Training





• Demonstration

Summary: • Day Four of SSA OJT


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Module 5: Day Four of SSA On-the-Job Training Page 3

Day Four of SSA OJT The retail coach will use feedback from the Trainee Daily OJT Checklist to clarify and respond to on-the-job training needs of the SSA.

Hour One – Day Four of SSA OJT


The retail coach will review the Trainee Daily OJT Checklist daily with the SSA to discuss progress made and answer any questions the SSA may have.

Hours Two through Seven – Day Four of SSA OJT


On day four, the SSA will work the window with support from the retail coach. The SSA should perform basic transactions such as selling stamps with minimal assistance from the retail coach, and more complex transactions with limited assistance.

Hour Eight – Day Four of SSA OJT



Have the SSA complete their Trainee Daily OJT Checklist. Give the trainee adequate time to complete the Trainee Daily OJT Checklist in a quiet place, away from the retail window and other distractions. In private, review and discuss the Trainee Daily OJT Checklist with the trainee to confirm and reinforce practiced skills, and plan for the next day of OJT. The retail coach should use positive reinforcement to promote a learning environment where the trainee is comfortable and demonstrates proficiency.

Module 6: Day Five of SSA On-the-Job Training





• Demonstration

Summary: • Day Five of SSA OJT


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Module 6: Day Five of SSA OJT Page 3

Day Five of SSA OJT The retail coach will use feedback from the Trainee Daily OJT Checklist to clarify and respond to on-the-job training needs of the SSA.

Hour One – Day Five of SSA OJT


The retail coach will review the Trainee Daily OJT Checklist daily with the SSA to discuss progress made and answer any questions the SSA may have.

Hours Two through Seven – Day Five of SSA OJT


On day five, the SSA will work the window with minimal support from the retail coach. The SSA should perform basic transactions such as selling stamps with no assistance from the retail coach, and more complex transactions with limited assistance.

Hour Eight – Day Five of SSA OJT



Have the SSA complete their Trainee Daily OJT Checklist. Give the trainee adequate time to complete the Trainee Daily OJT Checklist in a quiet place, away from the retail window and other distractions. In private, review and discuss the Trainee Daily OJT Checklist with the trainee to confirm and reinforce practiced skills. The retail coach should use positive reinforcement to promote a learning environment where the trainee is comfortable and demonstrates proficiency. At the end of day five, the retail coach will provide the future associate with a copy of the Trainee Daily OJT Checklist. The retail coach should also provide a copy of the Trainee Daily OJT Checklist Resources for the associate to reference when they are in their assigned unit.

Module 7: After the Training is Completed

Objective: • The objective of this module is to familiarize the retail coaches

with the procedures to document the completion of training.



• Demonstration

Summary: • After the Training is Completed

• Question, Answer and Review Session


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• PS Form 2548, Individual Training Record



Module 7: After the Training is Completed Page 3

After Training is Completed The retail coach should file the completed, signed training forms with the PEDC.

• PS Form 2548, Individual Training Record (Ensure that all items on the SSA Trainee Daily OJT Checklist that are covered during the on-the-job training with the SSA are recorded on PS Form 2548)

Follow all local guidelines and procedures to promptly submit all required paperwork.

Retail coaches will need to close the credit that was established for them when not conducting training at their own office.

Claim local transportation if entitled in accordance with Handbook F-15, Travel and Relocation.

Facilitator: Question, Answer and Review Session (30 minutes)

Allow retail coaches to ask questions and provide feedback.

Ask questions and provide feedback.

Course#10021227

standard training for retail coaches-sales and services ... craft/2015 clerk division dvd/07... ·...

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