Heartland Tommys -Team Member Training Test Heartland Tommys -Team Member Training Test EC Associate Final Competency Test Step 1 of 6 16% Location Manager: You will be facilitating this 1+ hour test verbally both inside and outside the wash building (so make sure that you will not lose your wifi when you go the vacuum area later!). Please read the section directions and each question aloud. As the associate trainee responds verbally, click the answer(s) they give. If they provide an answer that is not included in the possible response(s), then type their responses or notes about prompting in, using the OTHER answer space. Sometimes, you will have to use judgement based on your high expectations and based on your carwash circumstances (i.e. the current promotion changes, so this question is open-ended). After the first section, you will then be observing the associate for 15 to 20 minutes in each space. Finally, the assessment ends with a walkthrough simulation bonus section. If a response option is not applicable for your location, go ahead and click that box as if the associate answered it correctly. For example, if you don’t have an e-stop in the manager’s office, then click the box so that this answer doesn’t count against the associate trainee. NOTE: Please enter YOUR manager email address (and NOT the associate’s email address and NOT the store’s email address!). This will ensure that YOU, the location manager, receive a copy of the results that you can use to review areas of concern with the associate. We also want to ensure that the test contents and results remain confidential.What is the Name of the Location Manager facilitating this test?(Required) First Last Manager's Email(Required)Please enter YOUR MANAGER'S EMAIL ADDRESS (NOT the associate's email address and NOT the store's email address) What is your carwash location?(Required)Tommy's Express - Overland ParkTommy's Express – Manhattan WestTommy's Express – SpringdaleTommy's Express – Manhattan EastTommy's Express - OlatheWhat is the associate Trainee's Name(Required) First Last How many times has this associate attempted this test before? *(Required)012345 1. GENERAL KNOWLEDGE & UNDERSTANDINGS (Start in the office!) SCORE: X/40Manager, for consistency, please read these directions: "You have learned a lot over the past few weeks. Today, I am going to start by asking you several general questions to assess your knowledge and understandings. Then, we will take some time to observe your work in various locations and in a walkthrough scenario. I'll be checking off items and typing in notes along the way. Feel free to ask me questions at any point. Are you ready to get started?" 1. Let's get the biggest question out of the way! What are the 13 vehicles we can't wash or don't cover? And, what is our response to guests? * Excessively muddy trucks or cars (do not wash and give free wash voucher) Truck beds with debris (do not wash and give free wash voucher) 5th wheel; it must be covered and secure (do not wash and give free wash voucher) Fuel tank (do not wash and give free wash voucher) Excessive tow hitches (do not wash and give free wash voucher) Rusty vehicles (do not wash and give free wash voucher) Oily or greased vehicles After market accessories, like bike racks (hold pre-conversation explaining that we don’t cover) Vehicles over 10 years old (hold pre-conversation explaining that we don’t cover) Vehicles 7’ tall or higher (do not wash and give free wash voucher) Vehicles over 8’3” wide (do not wash and give free wash voucher) Previously damaged vehicles (hold pre-conversation or do not wash and give free wash voucher) Dually trucks (know that we only wash them at certain locations) Other Other SCORE(Required) Did the Associate Pass? 2. What is your primary responsibility at the wash? To provide the best customer service anyone has ever received OR the “world’s best” customer service Other Other SCORE(Required) Did the Associate Pass? SCORE(Required) Did the Associate Pass? 3. What are the 3 performance goal areas for which everyone is accountable during monthly reviews?(Required) Team Care Site Care Customer/Guest Care Other Other 4. Who is responsible for safety at the carwash? Everyone! Other (Manager, please explain: “We do not tolerate carelessness, substandard or hazardous work. And if you aren’t sure how to do a task safely, you should always ask your shift manager for guidance.)Other SCORE(Required) 0 1 5. What does the e-stop do? Stops all moving parts of the wash Other SCORE(Required) 0 1 6. When should an e-stop be used? If you, your team, or guests feel in danger If anyone is working to repair, maintain, or clean equipment (Manager, please explain: You also need to know that we must use a lock-out-tag-out system when we are working on some equipment) Other SCORE(Required) 0 1 7. Where are all the e-stops located? Manager's office Flight deck Cashier window/Point of Sale Entrance module/TV module Detergent pod Maintenance pod Exit of tunnel/Blower room Motor control center (MCC) cabinet Other SCORE(Required) 0 1 8. What are the 3 types of PPE? Eye protection/glasses/goggles Ear Protection/ear plugs Hand protection/gloves Other SCORE(Required) 0 1 9. Where are the fire extinguishers located in the carwash? Conference Room Flight deck Maintenance room/Motor control center (MCC) room Back room/dry storage room Other SCORE(Required) 0 1 10. If a visitor (like a guest or vendor) is injured, what should you do? Remain calm. Direct someone to call for help. Stay with them until help arrives. Use universal precautions to keep yourself safe. Do not discuss the cause of the accident or liability with the guest, visitor, or others involved. Other SCORE(Required) 0 1 11. How do we greet our guests at the window? SMILEY GREETING: Hello, welcome to ___________! CLUB: Are we here to save time and money with our Unlimited Club today? PACKAGE: So, we’re going to do the Works/#1 VIP Wash today? LOADING PROCEDURES (DIFFERENTIATE BETWEEN UNIQUE & RETURNING GUESTS) CLOSING: Enjoy your wash. Thank you….My pleasure. Other SCORE(Required) 0 1 12. Why do we bag all rear wipers? Bags reduce damage to the vehicle and wash equipment Other SCORE(Required) 0 1
