Dive

C-Store Center
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This is a podcast covering training topics and experiences related to new convenience store sales associates that others in your store don't have time to cover. So, dive right in and learn about your job and how things work in the industry.

  1. 4 DAYS AGO

    THE COLD WAR (THE COOLER)

    Episode Title: The Cold War: Mastering the Cooler (Episode 71) Episode Description: It’s 34 degrees. The fan is blowing in your face. Your fingers are numb. Welcome to "The Cold War." For a Sales Associate, the cooler is the task everyone tries to avoid. It's the "Forbidden Zone." But the Vault is also where the highest profit items in the store live. If the customer sees a black hole where their energy drink should be, they walk away. In this episode of Dive, Mike Hernandez teaches you how to conquer the cooler without freezing to death. We discuss "The Wall of Sales," why the "Lazy Front" is killing your shift, and the "2-Deep Rule" that separates the rookies from the Legends. What You Will Learn: The Forbidden Zone: Overcoming the physical dread of the cold vault.The Wall of Sales: Why "Fronting" is more important than "Filling."Power Rows: Identifying the items that actually matter (Energy, Water, Tea) vs. the ones you can ignore.The 2-Deep Rule: The visual trick that keeps the cooler looking full even during a rush.The Quest: Face the Freeze. Solo Quest: Implement the "2-Deep Rule." Next time you face the cooler, reach back. If a row has less than 2 bottles, it counts as "Empty." Pull it forward or fill it immediately.Team Quest: Challenge a coworker to "Face the Freeze." Pick the Energy Drink door. Who can front-face the entire door perfectly (labels out, no gaps) in the fastest time?Resources & Links: 📲 Unlock the Level 4 Cooler Checklist: Text the code word COLD to 956-897-9192.

    4 min

  2. 24 JAN

    THE CASH REGISTER CAGE MATCH

    Episode Title: The Cash Register Cage Match: Speed vs. Accuracy (Episode 70) Episode Description: The door chime rings. You look up and see six people in line. The guy in front is counting pennies, and the lady in back is sighing loudly. You can feel the sweat starting. For a Sales Associate, the register is a "Cage Match." On one side, the customer wants Speed. On the other side, your manager wants Accuracy. If you rush, you make mistakes. If you take your time, they get angry. In this episode of Dive, Mike Hernandez teaches you how to control the chaos so the line doesn't control you. We are breaking down the "Smooth Operator" technique—a rhythm that eliminates friction and makes you faster without the panic. What You Will Learn: The Surgeon vs. The Flash: Why trying to move your hands faster actually slows you down.The Pre-Scan Stage: The 3-second habit that saves you 25 minutes a shift.Eliminating Friction: How to stop hunting for barcodes and start dominating the rush.Top 5 PLUs: The specific codes you need to memorize today to stop the "Price Check" delay.The Quest: Master the rhythm. Solo Quest: Memorize the Top 5 PLU codes (Ice, Bananas, Refills, etc.) so you never have to look them up again.Team Quest: Ask your manager to time you on the "10-Item Dash." Prove you are the fastest smooth operator in the store.Resources & Links: 📲 Unlock the Level 3 Cheat Sheet: Text the code word SPEED to 956-897-9192.🏴‍☠️ Sponsor: Johnny Mecuerdo Chapter 2 is here. The ships La Muerte and La Sancha are waiting. Join the story at Johnny Mecuerdo on Facebook.Full Show Notes & Visuals: Visit C-Store Thrive

    4 min

  3. 18 JAN

    THE 10-SECOND AUDITION

    Episode Title: The 10-Second Audition: Why Customers Drive By Your Store (Episode 69) Episode Description: Stop me if you’ve done this: You drive past a restaurant because the sign is flickering or the parking lot looks dark. You didn't taste the food, but you judged the business instantly. Your customers are doing the same thing to your store every single night. In this episode of C-Store Legends, Mike Hernandez breaks down the "Front Stage" concept. Most employees think their job starts when they clock in, but the sale is actually won or lost in the parking lot. We are moving beyond the basic "Trash Run" and teaching you the "Perimeter Sweep"—the 2-minute tactic that ensures you pass the customer's 10-second audition. What You Will Learn: The Front Stage vs. Back Stage: Why the parking lot is the most critical sales floor in your building.The "Soccer Mom" Test: How to view your store through the eyes of your most safety-conscious customer.The Perimeter Sweep: A specific routine to replace lazy trash runs.Leadership Tactics: How to use the shift change to enforce exterior standards without being a nag.The Quest: Pass the audition. Solo Quest: Walk to the curb. Find one piece of trash that isn't yours. Pick it up.Team Quest: Text a photo of your cleanest pump to the number below.Resources & Links: 📲 Unlock the Level 2 Guide: Text the word CURB to 956-897-9192.🏴‍☠️ Sponsor: Join the crew at Johnny Mecuerdo on Facebook for the upcoming launch of the industry's most legendary gear.Full Show Notes & Visuals: Visit C-Store Thrive

    4 min

  4. 13 JAN

    The 5 Levels of C-Store Mastery: From Dive to Arrive

    Episode Title: The 5 Levels of C-Store Mastery: From Dive to Arrive Episode Description: Retail training is broken. It’s passive, boring, and frankly, it doesn’t stick. Today, we are pausing the standard playbook to introduce the new reality of the industry: Sink or Swim. In this episode, Mike Hernandez breaks down the "Old Way" of training versus the "New Era" of the Operator. We introduce the 5 stages of a convenience store career and the specific mindset shift required to master each one: Dive (Sales Associate): How to stop drowning in the details.Survive (Assistant Manager): Escaping the "purgatory" between peer and boss.Thrive (Store Manager): Moving from 70-hour weeks to operational excellence.Drive (District Manager): The shift from running a unit to leading a territory.Arrive (Independent Owner): Facing the hard truths about theft, inventory, and legacy.The era of the Passive Manager is over. It’s time to start keeping score. 🔗 GET THE VISUAL GUIDE: Don't just listen—execute. Go to www.cstorethrive.com to access the Members Only One-Pager breaking down all 5 levels and your first action item for the week. Connect with Mike: Website: C-Store ThriveProduction: C-Store Legends is a Sink or Swim Production.

    1 min

  5. 11/05/2025

    Enhancing Store Operations - Your Guide to Continuous Improvement

    Episode Show Notes: Enhancing Store Operations - Your Guide to Continuous Improvement Episode Description In the final episode of "Dive from C-Store Center," host Mike Hernandez wraps up the series with powerful insights on creating lasting efficiency in your store operations through continuous improvement. Learn how one associate's simple observation about restocking during rush hours led to a 40% improvement in efficiency and better customer service. Discover how every team member, regardless of position, can contribute to making their store run smoother and serve customers better. 📚 What You'll Learn: How to spot improvement opportunities in daily operations like a "store detective"Simple techniques for turning observations into practical solutionsThe "Five-Minute Finds" method for team feedbackCreating efficiency without sacrificing quality using the "30-Second Scan"Building lasting changes through "Picture Perfect" visual guidesEstablishing a culture where improvement becomes part of your store's DNAReal Success Stories: Store 247: How reorganizing storage to match sales floor layout cut restocking time by 40%Store 185: Reducing coffee station wait times by 3 minutes per customer during peak hoursStore 392: How "Five-Minute Finds" improved morning beverage service speed by 25%Quick Takeaways: ✅ Stores encouraging employee innovation see 35% higher efficiency ✅ Simple changes can save up to 50 steps per hour ✅ Visual handovers reduce missed tasks by 75% ✅ Small wins celebrated daily lead to lasting improvements Target Audience Convenience store sales associates seeking practical strategies for improving daily operations and advancing their careers Episode Key Points 1. Identifying Improvement Opportunities (5:00-10:00) Watching customer flow patterns and bottlenecksTime management analysis and "friction points"Team feedback techniques including "Five-Minute Finds"Customer input recognitionPerformance pattern analysis beyond just numbers2. Creating Solutions (10:00-20:00) The "Morning Mission Cart" strategyMotion efficiency and step-saving techniquesService enhancement without sacrificing qualityThe "30-Second Scan" quality check methodCommunication improvements for team effectivenessResource accessibility optimization3. Implementation Strategies (20:00-30:00) Team involvement in planning changes"Picture Perfect" visual guide creationSuccess measurement beyond numbersThe "Win Wall" for tracking improvements"Weekly Wins" momentum maintenanceRecognition strategies that motivate4. Building a Culture of Improvement (30:00-35:00) "Bright Idea Moments" during shift changesSimple but effective celebration methodsCollaborative problem-solving techniques"Future-Ready Reviews" for long-term thinkingFlexible systems that adapt to changing patterns5. Action Items (35:00-40:00) Take 5 minutes at shift start to identify one improvement opportunityShare your idea during shift changeCelebrate positive results, no matter how smallResources Mentioned Key Frameworks: Five-Minute Finds team huddlesMorning Mission Cart organization30-Second Scan quality checkPicture Perfect visual guidesWin Wall progress trackingWeekly Wins meetingsBright Idea MomentsSuccess Metrics: Time saved on regular tasksPositive customer feedbackTeam engagement in suggesting improvementsTransaction time reductionsWalking time efficiencyConnect With Us Continue Your Development: Smoke Break Series - Quick 4-7 minute episodes perfect for breaks Ready for Leadership? Check out our "Survive" series for assistant managers Join Our Community: Visit cstorethrive.com for free weekly articles and downloadable resources Assessment Questions for Self-Study: Process improvement scenarios for morning rushTeam implementation analysis and feedback strategiesEfficiency measurement beyond timingCustomer impact evaluationBuilding continuous improvement cultureProduction Credits Dive from C-Store Center is a Sink or Swim Production Host: Mike Hernandez Special Note: This is the final episode of the "Dive" series for sales associates. Ready for the next level? Check out "Survive" for assistant manager development! Disclaimer: All scenarios and examples are for educational purposes only Episode Tags: Continuous Improvement, Store Efficiency, Team Building, Customer Service, Career Development, Process Optimization, Sales Associate Training

    17 min

  6. 04/05/2025

    Mastering Difficult Situations - Your Guide to Conflict Resolution

    DIVE Podcast - Episode 66 Notes Episode Title: Mastering Difficult Situations - Your Guide to Conflict Resolution Host: Mike Hernandez Episode Description: In this essential episode of Dive, host Mike Hernandez explores how convenience store sales associates can transform challenging customer situations into opportunities for building trust and loyalty. Learn the powerful de-escalation techniques that helped Maria at Store 247 turn an angry customer into a grateful one who returned the next day to thank her. Discover how mastering these conflict resolution skills not only makes your work environment safer but also contributes to a 70% reduction in incident reports and higher customer satisfaction scores. Key Topics Covered: Recognizing early warning signs of conflict before situations escalateProven de-escalation techniques including voice control and body languageCommunication strategies that turn tension into understandingProfessional resolution approaches that satisfy customers while following policiesGrowing stronger from every challenging interaction you handleEpisode Highlights: The "Calm Connection" approach that resolves conflicts professionallyThe "Stress Sequence" that helps you spot escalating behavior earlyThe "Calm Mirror" technique for using voice control in tense situationsThe "Triangle of Safety" for maintaining personal and team securityThe "Above and Beyond" service recovery strategy that creates loyal customersActionable Takeaways: Practice the "Open Palm" approach for non-confrontational body languageUse bridge words like "I understand this is frustrating, let's see how we can help"Implement the "Reset Routine" of three deep breaths after challenging situationsReplace trigger words like "You have to" with "Let me show you"Start "Solution Logging" to document successful resolution techniquesAssociate Challenge Question: How would you handle a customer showing early signs of frustration during the morning rush while maintaining efficient service for other customers in line? Listen to this episode to gain the confidence and practical techniques needed to handle any challenging situation with professionalism, turning potential conflicts into opportunities to demonstrate exceptional customer service.

    17 min

  7. 27/04/2025

    Mastering Compliance - Your Guide to Store Standards

    DIVE Podcast - Episode 65 Notes Episode Title: Mastering Compliance - Your Guide to Store Standards Host: Mike Hernandez Episode Description: In this essential episode of Dive, host Mike Hernandez explores how sales associates can master compliance and certification requirements to protect customers, themselves, and their store. Learn why compliance isn't just about following rules—it's about building customer trust through consistent professional standards that lead to both safety and success. Key Topics Covered: Essential health and safety practices that protect customers and team membersProduct-specific certifications for age-restricted and regulated itemsPractical ways to incorporate compliance into your daily routineMethods for maintaining and updating your compliance knowledgeReal-world examples of how proper compliance prevents problemsEpisode Highlights: The "Safety Scan" technique for quickly identifying potential hazardsThe "No Doubt" rule for successful age-restricted sales complianceThe "Power Hour" opening routine that prevents compliance issuesThe "Two-Hour Tune-up" system for maintaining standards throughout the dayThe "Knowledge Hub" approach for keeping the team updated on requirementsActionable Takeaways: Start each shift with a thorough temperature check and safety scanTrack your certification expiration dates and schedule renewal training ahead of timeImplement the "Tomorrow Ready" check before closing to set up the next shift for successCreate "Quick Guide Cards" for easy reference during compliance questionsShare compliance tips and updates during shift handoversAssociate Challenge Question: How would you handle a situation where you discover your cold case is reading 44°F (above the required 41°F maximum) during a busy period with limited staff? Listen to this episode to learn how mastering compliance can help you develop professionally, protect your store, and create the kind of trusted environment that customers return to again and again.

    16 min

  8. 19/04/2025

    Using Data to Drive Success - Your Guide to Sales Analytics

    DIVE Podcast - Episode 64 Notes Episode Title: Using Data to Drive Success - Your Guide to Sales Analytics Host: Mike Hernandez Episode Description: In this practical episode of Dive, host Mike Hernandez reveals how convenience store sales associates can use simple sales analytics to dramatically improve their performance. Discover how understanding basic sales patterns can help you make better suggestive selling recommendations, increase your average transaction values, and provide more personalized customer service—all without needing to be a math expert. Key Topics Covered: Understanding what your sales data reveals about customer shopping habitsIdentifying hidden sales opportunities throughout your shiftSetting realistic personal sales goals based on your performance metricsCreating actionable daily plans to implement data-driven insightsMeasuring your success through key performance indicatorsEpisode Highlights: Success story of Sarah, who increased her average transaction value by 35% by analyzing afternoon coffee and snack buying patternsThe "Power Hours" concept for identifying and maximizing natural sales peaksThe "Plus One" approach that helped one associate consistently increase items per saleThe "Victory Log" technique for tracking successful sales strategiesThe importance of the "Power Three" metrics: average transaction value, items per sale, and successful add-onsActionable Takeaways: Take two minutes at the start of your shift to review yesterday's patterns and set your focusKeep a notebook to track successful product combinations that sell well togetherCreate a "Power Hour Playbook" of quick add-on suggestions for your busiest periodsConduct a five-minute end-of-day review to identify what worked wellMonitor your "Power Three" metrics to track your progress and refine your approachAssociate Challenge Question: How would you analyze and address a situation where your average transaction value is consistently lower during afternoon hours compared to morning and evening periods? Listen to this episode to learn how using simple sales data can transform your performance, increase your value to your store, and advance your retail career.

    17 min
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About

This is a podcast covering training topics and experiences related to new convenience store sales associates that others in your store don't have time to cover. So, dive right in and learn about your job and how things work in the industry.

Information

  • Creator
    C-Store Center
  • Years Active
    2023 - 2026
  • Episodes
    71
  • Rating
    Clean
  • Copyright
    © 2026 C-Store Center