The most recognizable brands worldwide all have one thing in common…

1. The most recognizable brands worldwide all have one thing in common… They are all PRODUCTS

2. The Ace brand differentiates us. Helpful is a behavior, not a product. And, therefore, hiring and training matters. Significantly.

3. Welcome Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum

4. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Since launching Helpful 101 Certification, we’ve been asked over and over again… how can this be effectively used for hiring and onboarding new associates?

5. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum What ONE word best describes your current hiring process? What ONE thing would you like to change regarding your current hiring process?

6. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Typical Hiring Questions What is your availability? What is your means of transportation? Is there any time that would be difficult for you to work? Why do you want to work in a hardware store? What sales experience do you have?

7. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum

8. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Typical Interview Questions ….. are good questions, but people say a lot of things in order to be hired. Have you ever hired one person, and another person showed up?

9. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum

10. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Ace Hardware is one of the most recognized brands worldwide. Given the opportunity to hire someone, why would you hire someone who hasn’t shopped our brand? You have a lot more people who love our brand from which to choose.

11. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Consider These Interview Questions With regards to Ace Hardware…Are you a customer? Tell me about your customer experience? With regards to any place you shop… Have you ever had a customer experience that was poor? Tell me about it; what made it poor? Have you ever had a customer experience that was amazing?Tell me about it; what made it amazing?

12. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Ace Hardware is one of the most recognized brands worldwide. Given the opportunity to hire someone, why would you hire someone who hasn’t shopped our brand? You have a lot more people who love our brand to choose from. Why wouldn’t you? Ask applicants: Why do you want to work at my store? Do NOT ask applicants: Why do you want to work at Ace?

13. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Why do you want to work at my store? Next, listen and record applicants’ responses. Keep your recording sheet for each applicant and attach it to their application. If I had to work in retail, it’s better than a clothing store. My brother worked here. It’s close to my house. I need money.

14. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Do You Recognize These Questions? With regards to any place you shop… Have you ever had a customer experience that was poor? Tell me about it; what made it poor? Have you ever had a customer experience that was amazing? Tell me about it; what made it amazing?

15. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum These questions are found in the in-store activities ofthe Ace Amazing Customer Experience course! Which means, you’ve already begun to use the Helpful 101 Curriculum as a hiring tool.

16. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum For applicants who meet your standards on these screening questions, move them onto the next part of the process, which is: Taking the Helpful 101 Ace Amazing Customer Experience course.

17. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Taking the Helpful 101 Ace Amazing Customer Experience course requires set up.  To do this you’ll need to set up an applicant account in Ace LearningPlace (ALP). • This new group is available, as a custom set up, in Ace LearningPlace. • There is either a low cost or no-cost option

18. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Let’s Talk About This New Applicant Group: • Applicants will be able to print a certificate. • Applicants will be able to update their profile. • Applicants will ONLY be able to take an online course that has been assigned to them. • Applicants won’t be able to search the catalog. • Applicants won’t be able to self-register. • Applicants can also quickly be turned into users on ALP!

19. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum • You want to do this to continue the applicant process because • You will learn how tech savvy your applicants are. • You will learn how well applicants follow directions. • You will learn how well applicants meet a deadline.

20. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Important for Retailers to know when creating applicant accounts… • Protocol for naming convention • APPLjdoe10329 [APPL + first initial + last name + store number] • applicant email address • Automatically send out user logon information or additional instructions. • Ensure new applicant accounts report to the Training Supervisor

21. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Applicant accounts… • How to archive the applicant account if no hire is made. • Understand the course would be automatically assigned. • Know how to reach support 630-990-6593 and 630-990-1682.

22. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Let’s review: You’ve now screened all applicants. You’ve made your first cut of semi-finalists. You’ve set up applicant accounts for semi-finalists and assigned the Ace Amazing Customer Experience course in the ALP.

23. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Now give the semi-finalists 48 hours to complete the course and provide you with their certificate of completion. Establish a second round interview time for a face-to-face interview.

24. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Conduct the second round interview session. Use these questions: Describe what went wrong in the bad customer scenario? What does it mean to be customer ready? Tell me how you will greet customers as they enter our store? Describe the different customer types that shop our store? Why is this important to know?

25. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Conduct the second round interview session. Use these questions: Define predictable consistency. What do you plan to do when you don’t know an answer to a customer’s question? Are you committed to being amazing with every customer, every time?

26. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Hire the individual who outshined all others when responding to these questions. Next, change the role of the applicant toLearner in Ace LearningPlace, and assign them the Helpful 101 Ace S.A.L.E.S. Process course to be completed before they start on the sales floor.

27. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Use the in-store activities as on-the-job training activities to help new associates apply their new learning. Reminder: In-store activities are found in the Leader and Learner Guides that are available for download in the Introduction module of each Helpful 101 course.

28. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Congratulations! You’ve made the distinction between good, better and amazing associates. You’ve hired great people and begun the onboarding process using the Helpful 101 Curriculum, but don’t stop here!

29. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum Continuing to invest in and develop your new people Consider these courses next. 01 - NRHA Basic Hand Tools 02 - NRHA Basic Hardware & Fasteners 03 - NRHA Basic Lawn & Garden 04 - NRHA Basic Paint & Decorating 05 - NRHA Basic Power Tools Scotts 2014 – 13 Online Product Knowledge Courses 06 - NRHA Basic Electrical/Lighting 07 - NRHA Basic Plumbing 08 - NRHA Basic Heating and Cooling 09 - NRHA Basic Building Materials Ace Rewards Program Training Crushing Price Objections Mops and Brooms Home > Store Operations > Retail Training > Ace Learning Place>New Courses: New Ace LearningPlace Courses

30. Hiring and Onboarding of New Associates Using the Helpful 101 Curriculum There are also great resources in the Ace Retailer Library found on ACENET. It is highly recommended that you use formal job descriptions when explaining roles and responsibilities to new employees. You can find job descriptions in the library ACENET>Need Help?>Human Resources>Employment>Job Descriptions

31. Presentation AddendumForms

32. Helpful 101 First Round Interview Questions Name: _______________________ With regards to Ace Hardware…Are you a customer? Tell me about your customer experience? With regards to any place you shop… Have you ever had a customer experience that was poor? Tell me about it; what made it poor? Have you ever had a customer experience that was amazing? Tell me about it; what made it amazing? Why do you want to work at my store? Helpful Hiring 101

33. Name: _______________________ Helpful 101 Second Round Interview Questions Describe what went wrong in the bad customer scenario? What does it mean to be customer ready? Tell me how you will greet customers as they enter our store? Describe the different customer types that shop our store? Why is this important to know? Define predictable consistency. What do you plan to do when you don’t know an answer to a customer’s question? Are you committed to being amazing with every customer, every time? Helpful Hiring 101

34. Checklist for Ace LearningPlace Applicant Information & Tasks • Ask applicant to provide a personal email address before engaging in the first • screening interview. This will be needed to set up their applicant account. •  After setting up the applicant account in Ace LearningPlace, email applicant with a welcome, access information and directions including the following: • Direct applicant to complete their profile information when they first access • Ace LearningPlace. This will be needed to identify ability to follow directions. • Direct applicant to print their certificate of completion at the end of the course and • email to you. This will be needed to identify ability to follow directions. • Direct applicant to complete course within a specific time allotment (48 hours). This will be • needed to identify time management skills. • Print two copies of appropriate job description at second, face-to-face interview. Review • with applicant. Applicant keeps one copy; you keep one copy that you date and have • applicant initial indicating information was reviewed/explained. This may be needed for • accountability purposes.

35. Checklist for Ace LearningPlace Supervisors • When establishing applicant accounts, use the recommended naming convention: • APPLjdoe10329 [APPL + first initial + last name + store number] • Ensure new applicant accounts report to the Training Supervisor – if not done, the accounts • won’t be visible to the Retailer. This is done by selecting a checkbox on the lower left-hand • corner of the screen when you complete the “Add Supervisor” step. • Remember, that the course will automatically be assigned to the applicant once the user is • assigned to the APPLICANT Group. • If you hire the applicant, remember to go back into the applicant account and change their • ROLE from APPLICANT to LEARNER. • If you do not hire the applicant, remember to go back into the applicant account and • archive the user account.

36. To request the Applicant Group be setup for your store(s), please email at end of webinar with your formal request to:Ace Retail Training acetrain@acehardware.comFor questions, please call Retail Training Department at 630-990-1682 Cost: $199.00 per store or request quote for chains with 3 or more stores.