Training & Development
Sales Training to Achieve Results (STAR)
The learning experience for sales associates at American begins with our "Sales Training to Achieve Results" (STAR) program. This two-week training program is facilitated by American's Corporate Training Department, in conjunction with management staff onsite at our retail locations.
STAR is an in-depth program that has a combination of web-based training, classroom training, activities, observation and follow-up development plan for each trainee. Each candidate will receive training in American's Question and Listening Sales Process, product knowledge, computer systems, policies, procedures, and customer service skills.
On-the-job Skills Training
All sales associates, as part of meeting our performance standards, are expected to continue their learning process and demonstrate skill improvement over a prescribed period of time. To help sales associates stay on track through this skill continuum, the sales manager works closely with all associates to guide them toward "Mastery" execution of all skill sets within our sales process. A requirement of all sales associates is to achieve certification at a skill level that demonstrates Competency in these skill sets.
Leadership Education & Advancement Program (LEAP)
American's Leadership Education and Advancement Program is focused on making the progression to a management position rewarding, challenging, and profitable. This one-year program offers extensive training and support to help management candidates quickly become successful when moving into the role of Sales Manager. The three phases of LEAP include:
Phase 1 - Orientation to American’s Sales Floor
This is an on-the-job orientation to American for recently hired management candidates. For at least the first 3 months, they will be mastering the computer system, our sales process, and product knowledge. As a sales manager you are responsible for coaching and developing your team, so this is a critical step in demonstrating your understanding and ability to execute the sales process.
Phase 2 - Formal Training
The formal training makes surgical strikes at Administrative as well as Leadership Skills that are requisite to the job of sales manager at American. Leap Phase 2 uses a combination of web-based training, classroom training, activities, observation, and the creation of individualized post Phase 2 development plans to meet the necessary prerequisites of holding the position of sales manager.
Phase 3 - On-the-Job Learning
After completion of Phase 2 candidates will be given opportunities to demonstrate what they have learned by performing mini management internships that are assigned by the Store Directors.
When a candidate is promoted into management, American provides transition training to help new managers to take what they have learned in LEAP and put it into practice on the sales floor.
Customer Assistance Training and Certification
All full and part-time employees complete Basic Training and Certification within the first 90 days of employment with American. Employees are provided computer, customer service, cashiering, and credit training as part of the Basic Training. Full time employees are also provided with Advanced Training within 10 months of starting with American. Computer, customer service, cashiering, and credit training is more in-depth during the Advanced Training.
As part of American's career progression in Customer Assistance, Customer Assistance Specialists that have completed the Advanced Training may be considered for Customer Assistance Supervisors. American provides on-the-job training, observation, and one-on-one training to help develop an expert level of knowledge in support matters. CA Supervisors help develop, train, and coach our Customer Assistance personnel.