Retail Business Operations Module

I. Customer Service

  1. What prompt professional and standard service is                                         
  2. Prompt means don't hold customer up, customers don't like waiting.                       
  3. Professional means being responsive to the individual customers                        
  4. Standards  means applying the Circle Service.           

II. Safety

  1. Why safety is important?       
  2. The main dangers in the service station
  3. How to handle fuel and oil spills 
  4. How to handle fires
  5. Personal safety.

III. Forecourt Operations

  1. Wet stock reconciliation 
  2. Pump calibration 
  3. Lubes inventory and merchandising
  4. Point of sales 
  5. Uniforms and Personal Protective Equipment
  6. Forecourt Operating Items          
  7. Lubes and LPG Rack Layout and Product Merchandising.      

IV. Product Knowledge

  1. How gasoline engines work   
  2. How diesel engines work 
  3. Motor gasoline and octane ratings
  4. Diesel gasoline and its cetane ratings     
  5. Lubes and its viscosity index application
  6. Specialty products.

V. Environment

  1. Pollution Control Officer Training
  2. Environment and Natural Resources Ruling
  3. Hazardous Waste Management
  4. Waste Disposal Management
  5. Oil and Water Separator Cleanliness and Waste Detection
  6. Drain and Septic Vaults Maintenance
  7. First Aid Training.

VI. Retail Security and Safety            

  1. Security Policy
  2. General Site Security Precautions
  3. Security of Cash
  4. Opening and Closing Shifts
  5. Robbery Prevention
  6. During and After Robberies
  7. Crime Reporting
  8. Counseling
  9.  Action Planning.

VII. Customer Relationship

  1. Helping Unhappy Customers
  2. Fixing Problems Quickly
  3. What to Do When Quick Fix Doesn't Work
  4. Handling Accidents
  5. Handling Angry Customers.

VIII. Equipment Maintenance and Repair

  1. Pump Maintenance
  2. Facilities Maintenance
  3. Performing Minor Repair
  4. Understanding and Usage of the Contractor Directory
  5. Understanding and Usage of the Emergency Response Poster.

IX. People Management

  1. Introduction
  2. Recruitment and Selection
  3. Induction and Initial Training
  4. Motivation and Delegation
  5. Performance Management
  6. Disciplining and Dismissal Process
  7. Counseling
  8. Action Planning.

X. Logistics

  1. Logistics Overview
  2. Ordering Procedures
  3. Tank Truck Receiving Procedures.

XI. Financial Planning and Review

  1. Daily Sales Analysis
  2. Income and Loss Statement
  3. Cash Flow Statement and Projections
  4. Balance Sheet
  5. Ageing of accounts
  6. Understanding the Statement of Account.
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DEAJ Oil and Gas Consulting

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