Dive: Foundations for C-Store Sales Associates

Dive - Introduction to Inventory Management for Convenience Store Sales Associates Episode 21 Duration: 17 minutes Join host Mike Hernandez for this final 2023 edition as he introduces the foundational principles of inventory management that form the operational backbone of convenience stores. Learn why effective inventory management ensures customer satisfaction through product availability, maxi...

Dive - Mastering Upselling and Cross-Selling Techniques: A Comprehensive Review and Assessment Episode 20 Duration: 22 minutes Join host Mike Hernandez for this special holiday edition offering comprehensive review, practice, and assessment of upselling and cross-selling mastery. Consolidate your knowledge through essential technique review including customer needs understanding, perfect timing re...

Dive - Handling Objections and Closing the Sale in Upselling and Cross-Selling Episode 19 Duration: 27 minutes Join host Mike Hernandez as he reveals how objections transform from roadblocks into opportunities that showcase product value and turn hesitant customers into enthusiastic buyers. Learn to understand common objections including price concerns, need awareness, time constraints, and skepti...

Dive - Mastering Cross-Selling Techniques Episode 18 Duration: 14 minutes Join host Mike Hernandez as he explores the art of cross-selling techniques that enhance customer shopping experiences while boosting sales. Learn to recognize cross-sell opportunities through customer needs understanding and perfect timing, introduce related products effectively using product knowledge and engaging descript...

Dive - The Art of Upselling: Elevating Your Sales Game Episode 17 Duration: 16 minutes Join host Mike Hernandez as he reveals how upselling transforms from pushy sales tactics into customer experience enhancement that boosts satisfaction and revenue. Learn to identify hidden opportunities in everyday transactions, introduce complementary items that add genuine value, master the art of suggesting h...

Dive - First Shift: Tales from Aisle Five Episode 16 Duration: 41 minutes Join host Mike Hernandez for a unique storytelling episode honoring sales associates in the convenience store industry. Experience Jamie's transformative journey from nervous newcomer to confident team member at Thompson's Convenience Store through 12 compelling chapters. This narrative tribute to retail workers, inspired by...

Dive - Effective Communication for Sales: Mastering Upselling and Cross-Selling Strategies Episode 15 Duration: 18 minutes Join host Mike Hernandez as he reveals how effective communication transforms sales interactions from transactional exchanges into memorable customer experiences. Learn to master open-ended questions that unlock customer insights, craft compelling sales pitches focused on bene...

Dive - Mastering the Art of Listening and Observing in Sales Episode 14 Duration: 13 minutes Join host Mike Hernandez as he reveals how listening and observing transform from understated skills into powerful sales tools that elevate customer service and store performance. Learn to hear beyond initial requests, tune into unsaid customer thoughts, recognize buying patterns through observation, and p...

Dive - Sales Techniques: Upselling and Cross-Selling Strategies for Convenience Store Associates Episode 13 Duration: 16 minutes Join host Mike Hernandez as he reveals how upselling and cross-selling transform from mere sales tactics into relationship-building tools that enhance customer experiences while boosting store revenue. Learn the fundamental differences between these techniques, discover...

Dive - Certification: Store Operation - Point-of-Sale Systems and Cash Handling Episode 12 Duration: 20 minutes Join host Mike Hernandez for the final assessment episode evaluating your mastery of Point-of-Sale systems and cash handling procedures. This certification episode reviews critical training material through real-world scenarios, provides hands-on role-play exercises to test your skills,...

Dive - Mastering Security and Loss Prevention: A Guide for Convenience Store Sales Associates Episode 11 Duration: 62 minutes Join host Mike Hernandez for a comprehensive exploration of security and loss prevention in convenience store operations, revealing how protecting assets, ensuring customer safety, and preventing losses are essential responsibilities beyond customer service. Learn critical...

Dive - Mastering Point-of-Sale System Troubleshooting: A Guide for Convenience Store Sales Associates Episode 10 Duration: 41 minutes Join host Mike Hernandez as he transforms POS system challenges from panic-inducing crises into manageable troubleshooting opportunities. Learn comprehensive step-by-step solutions for the four most common POS issues—frozen screens, printer problems, scanner woes, a...

Dive - Mastering Refunds and Exchanges: A Guide for Convenience Store Sales Associates (Part 2) Episode 9 Duration: 27 minutes Join host Mike Hernandez for the continuation of the comprehensive refund and exchange guide, diving deeper into POS system processing, accuracy and accountability principles, inventory management integration, financial record maintenance, and product condition verificatio...

Dive - Mastering Refunds and Exchanges: A Guide for Convenience Store Sales Associates Episode 8 Duration: 40 minutes Join host Mike Hernandez for a comprehensive exploration of refunds and exchanges in point-of-sale transactions, revealing how mastering this critical skill impacts customer satisfaction, maintains financial integrity, and builds lasting customer relationships. Learn essential tech...

Dive - Ensuring Transaction Accuracy in Point-of-Sale Episode 7 Duration: 28 minutes Join host Mike Hernandez as he explores the critical importance of transaction accuracy in point-of-sale operations, revealing how precision in every transaction builds customer trust, maintains financial integrity, and establishes a reputation that sets your store apart from competitors. Learn comprehensive techn...

Dive - Mastering Cash Handling: A Sales Associate's Guide to Financial Integrity Episode 6 Duration: 20 minutes Join host Mike Hernandez as he guides you through the critical fundamentals of cash handling that form the foundation of financial integrity in convenience store operations. Learn comprehensive techniques for accurate cash counting, register preparation, transaction verification, shift b...

Dive - Mastering Point-of-Sale Systems Episode 5 Duration: 52 minutes Join host Mike Hernandez for an in-depth exploration of Point-of-Sale (POS) systems, the technological heartbeat that powers efficient convenience store operations. Learn comprehensive techniques for mastering hardware and software components, processing various transaction types, troubleshooting common issues, and leveraging PO...

Dive - Customer Service Excellence: Elevating Customer Interactions Episode 4 Duration: 44 minutes Join host Mike Hernandez as he transforms customer service from routine transactions into exceptional experiences that build lasting relationships and drive store success. Learn comprehensive techniques for effective communication, complaint resolution, relationship building, and handling frequently...

Dive - The Art of Product Knowledge Mastery Episode 3 Duration: 32 minutes Join host Mike Hernandez as he transforms product knowledge from a basic requirement into a strategic advantage that elevates convenience store sales associates from order-takers to trusted advisors. Learn comprehensive techniques for mastering product features, benefits, and usage across snacks, beverages, and everyday ess...

Dive - Introduction to Convenience Store Operations for Sales Associates Episode 2 Duration:  47 minutes Join host Mike Hernandez for a comprehensive introduction to the dynamic world of convenience store operations. This foundational episode equips Convenience Sales Associates with essential knowledge about industry operations, store policies, customer service excellence, common challenges, and t...

In this episode, I talk about who I am, what C-Store Center is, who it is for, and how it is meant to work.