Employee Training
Table of Contents

A. Introduction
1. Retail Nursery Assistant Skills Transfer
2. History of BJT Company, Inc

B. Communication on the Job
1. Whose Responsibility is Communications Anyway?
2. Following Directions/Instructions
3. Following Oral Directions/Instructions

C. Providing Directions/Instructions

D. Knowing Your Product -- Communicating it to Others
1. Reading Labels
2. Reading Procedure Manuals
3. Telephone Techniques
4. Taking Telephone Messages
5. Using the Telephone Book

E. Customer Services
1. Satisfying Customer Needs
a. Maslow's Hierarchy of Needs
2. Public Relations
a. Factors Affecting Perception
b. Image Awareness
c. Need Satisfaction: The Filtering Process
3. Suggestive Selling
a. Suggestive Selling Techniques
b. "Red Flag" Transactions
4. Conclusion

F. Money Transactions and Number Accuracy
1. Sales and Cash Transactions
a. Making Change
2. Balancing a Cash Drawer and Inventorying Money
3. Rounding Numbers
a. Rounding Mileage
b. Rounding Measurements
4. Working with Multiple Digit Numbers

G. Using Measurement Tools
1. Measuring Size and Shape
2. Reading a Ruler
3. Measuring Weight
4. Reading a Thermometer

H. Using Charts and Business Forms
1. Order Forms
2. Sales Receipts
3. Completing a Mileage report
4. Completing Shipping Labels

I. Driving and Safety
1. Knowing the Truck
2. Lifting and Transporting Goods
3. Driving
4. Truck Maintenance

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