Alcohol & Tobacco Sale (ATS) Training
Training built to address non-compliances in alcohol and tobacco sales through a unique training program that built store team member confidence, instilled compliance procedures and cultivated an ongoing learning culture to pass compliance checks.
Audience
Store team members in a retail setting
Approach
Backward Design, Experiential Learning Theory, Social Constructivism, Universal Design Principles
Tools
Articulate Storyline, Articulate Rise, Camtasia, Adobe
Process
To start, I analyzed alcohol and tobacco sales compliance issues, collaborating with Operations and Legal Team stakeholders to to pinpoint critical areas for improvement in alcohol and tobacco sales procedures. I also identified a key contention point in sales: our team members were afraid to refuse sales to intoxicated or aggravated individuals. This quickly identified my goal of improving confidence in sales interactions.
Next, I developed storyboards for quarterly refreshers in Articulate, incorporating Universal Design Principles with scenario-based assessments and various motivation pieces while working cross—functionally with the Talent Development team.
I updated the existing Alcohol & Tobacco Sales training with Store Director check-ins (below), providing concrete experience for learners through simulated sales scenarios that allowed for varied means of expression and action, adhering to Universal Design Principles.
Finally, we implemented immediately company-wide. I continuously measured effectiveness using surveys, spot-checks, and STING results, refining the training based on real-world performance data. Iterative improvements are scheduled quarterly based on this data.
Simulations
The ID checking simulation, deployed as part of the quarterly 'refresher' trainings, was instrumental in enhancing the learning experience. It provided learners with immediate feedback tailored to their individual interactions, promoting active learning. Not only did this facilitate real-time understanding and correction of any misconceptions or errors, but it also served as a dynamic self-evaluation tool, enabling learners to gauge their own progress and adjust their learning paths accordingly.
Scenario Based Learning
Learners were presented with customized scenarios that catered directly to their perceived needs. For instance, situations were constructed around sensitive issues like refusing a sale. The training provided practical guidance on handling real-world interactions confidently and appropriately. This personalized approach in training design not only heightened learner engagement, but also enhanced learning outcomes, as learners were able to practice and absorb information in a highly relevant context.
Peer Sales Practice
As a critical part of the training program, Store Managers received a carefully designed checklist to monitor team members as they role-played sales scenarios during a knowledge check session. This exercise provided insights into the learners' understanding and application of the training content. Furthermore, this check was thoughtfully scheduled to incorporate cognitive spacing between lessons.
Reflection
The process of building and deploying the Alcohol and Tobacco Sales Trainings offered numerous valuable insights and lessons:
Authoring Tools: With the ATS project, I had the opportunity to transform static compliance training into an engaging, interactive learning experience. Through this, I deepened my understanding of creating dynamic content that effectively reaches the learner.
Data and Feedback: Observing and analyzing the data on compliance rates, ID checking, and employee confidence post-implementation was informative and exciting. Witnessing the direct impact of my work on these data points emphasized the importance of user-feedback and data in shaping effective learning solutions. In the future, I am more determined than ever to continually analyze data and feedback to ensure solutions remain relevant, effective, and impactful.
Transforming workplace learning into fulfilling, empowering experiences.