Level 2 Certification

1

Before you get started - please read the instructions completely:

Knowledge Test:

This is NOT an open book assignment. No assistance may be provided, including but not limited to, other Assistant Managers, General Manager, a Leadership Team Member, the Training Guide, or the internet.

This is to be completed by the Assistant Manager being certified only.

Any parties found guilty of this will be subject to disciplinary action up to and including termination.

Skills Test:

This portion of the Certification is to be completed by the GM.

Together, the GM and AM will review all required skills and mark them according to the AM's ability.

Failure to abide by NRVP's Honesty and Integrity policy when completing this Certification and any associated assignments will result in disciplinary action.

In order to advance to the next level, Assistant Manager's must have also completed the following -

- AM has covered or worked at least 1 shift in another store

- AM has completed 6 successful food orders without GM assistance

- AM has completed 1 TM vehicle inspection

- AM runs consistent, successful opening and closing shifts

- AM has completed at least 1 schedule, GM assistance is acceptable

- AM has completed at least 1 SOER

- AM has completed and submitted their "Steps to Success" for Leadership Team Review

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I have read the instructions on the previous page and understand the expectations* This field is required.

I understand

3

Assistant Manager Name* This field is required.

First Name

Last Name

4

Store Number* This field is required.

5

Date* This field is required.

Date

6

You're about to send a customer's order out for delivery, when you notice the pizza is missing a topping. To "pro-actively WOW" the customer, what could you do?* This field is required.

Have the pizza remade and sent out as quickly as possible

Add a Coke to the order and call it even

Remake the pizza while you call the customer, and offer them something extra for the longer wait.

Apologize when they call back about the missing topping, and offer them something on their next order.

7

These specific costs all depend on a business's production volume. Rising as production increases, and falling as production decreases.* This field is required.

Basic costs

Long-Term costs

Fixed costs

Variable costs

8

You should contact customers with both negative and positive feedback.* This field is required.

True

False

9

"Repairs and Maintenance" are examples of fixed, controllable costs because they do not vary depending on business activity, and you can control them by performing regular upkeep on equipment.* This field is required.

True

False

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Controllable expenses are ones you can impact - like the overall cost of utilities.* This field is required.

True

False

11

How do you convert a percentage into a dollar amount?* This field is required.

Sales x food variance percentage

Food variance x contribution margin

Food variance dollars/ Food variance percentage

Food variance/ total sales

12

Which report can help you identify actual vs. ideal variances in food?* This field is required.

Inventory on hand

Consolidated summary

Consolidated inventory usage

Daily orders

13

When you notice a Team Member is not in perfect image, what do you do?* This field is required.

Have them work in a station where customer's can't see them

Give them 3 chances before you address it.

Address it ASAP, silence is acceptance!

Talk to them after their shift is over, as to not slow them down.

14

It is recommended that you check your driver's vehicles...

Twice a week

Once a month

Every time they clock in for their shifts

Right before they leave for the day

15

Which of the following is the highest priority on a shift?* This field is required.

Expediting runs to your drivers/ Bagging and Tagging

Making new orders on the screen

Catching the oven

Answering the phone

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What does "Aces in Places" mean?* This field is required.

Matching TM's weak spots in the store with experienced TM's that can coach them

Only having your best people working Friday rush

Matching an employee's strongest skill to their assigned task

Assign positions based on who comes into work when

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When communicating with your team, it's important to be specific! Which is correct?* This field is required.

Watch your portions!

Joe's first to the phones!

Keep up the great work!

We need to focus on upselling!

18

Keys summary in PWR shows includes information on -* This field is required.

Sales, costs, and service times

Profitability, OER, and marketing

PDF maps and reports

Record days and weeks

19

To set motivating goals, you need to ensure they -* This field is required.

Are thoughtful, considerate, and do not take very long

Simplify the process, are customer focused, and urgent

Are simple, time consuming, and require a lot of hard work

Make a difference, are urgent, measurable, and challenging

20

It's time to train your new team member 1-on-1. How should you start the conversation?* This field is required.

"Show me what you know how to do!"

"I can tell you need additional training"

"Did you review the training materials?"

"Are you ready to learn how to make delicious pizzas?"

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What is important when it comes to getting referrals for new employees from your current team members?* This field is required.

Offering high hourly pay

Creating a great culture

Handing out free food

Providing a lot of training

22

If you aren't writing your own recruitment plan, how can you help support your General Manager's plan?* This field is required.

Make copies of the plan, display the plan, and track progress

Know the plan, work on the timeline, stay on top of tasks, and delegate appropriately

Review and provide constructive feedback to your GM

Review the plan, evaluate the plan, ask other TM's to provide additional feedback

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You should be coaching ________ during your shift.* This field is required.

Before the rush

When it's slow

Constantly

During the rush

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To become a better coach during your shift, you should select one topic during your shift to focus on with your team. This should ideally be -* This field is required.

Advanced

Temporary

Simple

Broad

25

Which of the following is NOT a coaching opportunity for order taking?* This field is required.

CSR's are smiling on the phone and making sure to upsell something on every single order, even if the customer says they aren't interested in adding anything to their order.

CSR's are quoting accurate pickup and delivery times - even if they're a little longer than we would like them to be!

Make sure that new, incoming orders are the #1 priority of the entire crew

CSR's are making thoughtful recommendations based on how many people the customer is trying to feed, and how adventurous they are

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During the shift, coaching should - Select all that apply

Offer guidance, not correction

Correct behavior after the fact

Providing remainders on training

Teach new skills

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When delegating and choosing a team member for a task, what should you ask yourself?* This field is required.

Can I complete this task myself?

Does the TM have the proper training?

How long has the TM been employed?

How long will the task take?

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Which of the following is NOT a coaching opportunity for pizza making?* This field is required.

Get every order in the oven as quickly as possible - leave the great/remake criteria for the oven tender

Shoulder surfing

Bump and slide

Proper sanitation procedures always followed, such as handwashing and wearing hats and aprons

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Which of the following is NOT a coaching opportunity for safe delivery?* This field is required.

Reminding drivers to "hustle on their feet - not on the street"

Ensure drivers never leave the store with more than $20

Perform customer callbacks on all new customers and suspicious orders

Encouraging drivers to stop for gas on the way back from deliveries if they need to fill up, that way the customer already has their food.

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If you hear the manager say "Welcome back! I've got 7 runs ready, you're up on East St. and Henderson - they're bagged and tagged. Don't forget to make your drop!" Choose the best explanation of what may have caused the buildup of orders on the rack.* This field is required.

Driver's aren't hustling on their feet

Driver's are taking too many doubles, not good doubles, which is taking longer for them to get back for the next run

The store isn't properly staffed for the business

Someone stopped for gas in the middle of their shift and the store got unexpectedly busy

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Customer Experience

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Financial Acumen

35

Labor

Ready

Not Ready

Not Trained

Schedule is created accurately, and supports projected sales during the shift.

Ready

Not Ready

Not Trained

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Safety and Security

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Sales

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Please explain the importance of proper sales forecasting and adjustments* This field is required.

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What is something you've learned in Level 2 that has significantly impacted the way you run your shifts and/or your development in your career with New River Valley Pizza?* This field is required.

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Describe a system in your store and how you helped to improve or uphold that system.* This field is required.

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Describe a time that you stepped up and showed exceptional leadership skills during your time at New River Valley Pizza.* This field is required.

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Please explain NRVP's disciplinary policies - when is it appropriate to document using a verbal or written warning?* This field is required.

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Did the Assistant Manager complete the following?* This field is required.

AM has worked in/ covered a shift in another store

AM has completed at least 6 successful food orders without GM assistance

AM has completed at least 1 TM vehicle inspection

AM runs successful, consistent opening and closing shifts

AM has completed at least 1 schedule with GM assistance

AM has completed at least 1 SOER

AM has completed and submitted their "Steps to Success" for Leadership Team review

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By signing below, you are awknowledging that the above Certifcation was completed in accordance with the directions stated and the NRVP Honesty and Integrity policy.

Upon approval, the promotion and any assocaited pay changes will be implimented on the following payroll.

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GM Signature* This field is required.

Clear

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AM Signature* This field is required.

Clear