RETURN TO INTRODUCTION TO BEST PRACTICES

Training

Provide regular employee training focused on preventing underage tobacco sales.

Training employees on a regular basis is an essential part of preventing underage tobacco sales. Provide a classroom-style training program on a regular basis for employees specifically focused on preventing underage tobacco sales. Take advantage of training programs offered in your area, such as those sessions offered by the We Card program.

Topics covered in training should include

Role-play confrontational situations.

Employees are more likely to succeed (refuse underage sales) when they feel prepared and confident. Role-playing (practice sessions with employees playing roles as a clerk and customer) is a great way to show employees how to deal with confrontational situations they may face at the sales counter. Arguing with customers often leaves clerks frustrated, so it is important to provide them with the right communication tools before they are placed in a stressful situation.

Veteran employees have “heard it all” so use their knowledge to help train new employees. Have new and existing employees role-play so that the new employee not only hears what potential customers might say but also how the clerk should respond to such situations.

Train younger employees to handle peer pressure.

Younger employees may encounter situations where friends or others their age may attempt to purchase tobacco products. A stressful dynamic exists when a minor must refuse a sale to another minor. That is why it is extremely important to train younger employees how to deal with these situations BEFORE they occur. Establish a special training session designed to train young employees who may be exposed to peer pressure, using role-playing as a way to review these situations in a less stressful environment. Peer pressure training is especially critical for employees of stores located near schools.

Use a computer-based training program or videotape to supplement training.

An effective employee training program should always include a live training session with role-playing and discussion. Use videos and computer-based training as an important training supplement. These tools are a great way to make sure training is provided on a continuing basis for newer hires and as a refresher course for veteran employees.