TRAINING THE FRONTLINERS
Lubes Training Program Consultant Mon Manotok applied for a gasoline station in Congressional Avenue to pursue the love of his life: working with cars. Since then, he has made a mark with the Lubes Business Unit, particularly through the Caltex Lubes’ training programs. He had just finished training attendants in Iloilo when we asked him to give us some time to share his insights on the ongoing lubes training that he and his team have held around the country.
1. How did this Lubes
Training Program for Retailers and their staff start?
2. What areas are covered
in the training program?
We also instill a professional outlook among the attendants by encouraging them to wear uniforms and keep their work bays clean.
3. It will help retailers
to know where we are weak on. What weaknesses have you observed?
Many retailers, especially those in the city, do not have the time to train the forecourt attendants. Some of the excuses I have heard are: "Sa bilis ng pagpalit sa mga forecourt attendants ay hindi ko na sila natuturuan." or "Naku, aalis din yan sayang lang yung tinuro ko dyan." or "Wala akong oras at hindi ko rin naman alam yung mga produkto, e."
4. Any particular group
that stood out for either giving you a hard time or for making training
5. Any reaction from the
retailers or their staff after the training?
One retailer in Metro Manila learned about the low-priced lubricants, like Valor and 2T Scent only through the training and has made it available in her station ever since.
Retailers have suggested that we conduct these seminars regularly, perhaps once or twice a year, to keep forecourt attendants current on Caltex lubes products and best practices, especially in areas where there is a high turn-over of staff.
The forecourt attendants enjoy the training immensely. We give out prizes but they take more pleasure and pride in their scores. Some admit that they were hired ‘kasi kulang ng attendant at tinuruan lang sila ma-pump pero wala talaga silang alam sa produkto or under the hood offering or check- up!’ But, once they have been through the course, they show confidence and , professional pride.
6. What advice can you
give retailers to strengthen their capability to compete in this area?
Finally, retailers who want lubes training in their area should approach their Business Managers and request that these be organized. The benefits of training are better sales, better customer satisfaction, and a confident staff. Who would not want that?
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The Dealer's Forum is the official newsletter of ACDPI. It is published thrice a year.