Autozone Basics
“This is the main focus of AutoZone’s customer service philosophy, ensuring every customer leaves satisfied.”
What is ‘WOW! Customer Service’?
What is the importance of great inventory management (Name 3)
Quantity on hands are correct, Store is full of product, Merchandise stocked in the correct location, Save time driving to sister store, Protecting the sale by having product available
This term describes items lost due to theft, error, or other unrecorded losses.”
What is shrinkage?
What is Autozone Culture?
The biggest difference between us and our competitors, the answer for every customer situation, values that make us unique, and provides Zoners a guideline on how to behave.
This commonly forgotten step is the "trigger" that stops Dwell Time
Start Deliveries
This system helps Zoners search parts for customers.
What is Z-net?
How does Autozone determine what SKUs are required to be verified?
Top Selling SKUs, Similar stores, Seasonality, Historical sales
What is the LP Dashboard used for?
To increase awareness and visibility to Shrink related to KPIs
What is living the pledge?
Putting customers first, going the extra mile, helping people, going above and beyond to solve customer issues.
This ongoing initiative provides Commercial customers parts faster and enables more efficient deliveries while driving sales.
What is Commercial Fulfillment?
“AutoZone’s program that allows customers to borrow specialty tools for free with a refundable deposit.”
What is the Loan-A-Tool program?
Why is scanning outs/ suspects still important (Name one)
Inventory accuracy
Identifying and correction shrink and truck shortages quickly
What should all Zoners know about the LP Dashboard?
Last Inventory Shrink $ and %
How to read the exceptions
What is leading from the front?
Make customer service your priority, Set expectations and demonstrate it every day, recognize Zoners when they are delivering WOW! customer service.
What is Open Task Dashboard?
“This part of AutoZone’s daily routine ensures that every product is properly displayed and accessible for customers.”
What is the ‘Planogram’ or ‘Planogram Compliance’?
All outs Suspects must be scanned using
Inventory Management App
What must be verified on the Manager's next day review?
All returns must be verified, QOH validated, and customer calls completed.
What are customers saying are our biggest opportunities?
This application allows Autozoners to sign into all of the Driver Handheld apps at the same time.
Clear cache -> Single Sign On
“This employee training process is used to teach new hires about AutoZone’s service, sales, and operational standards.”
What is AutoZone University?
Top reasons for incorrect adjustments
Planogram Integrity, Store recovery, Store conditions, Overstock not properly maintained, Product Protection not maintained
What MUST a SM report to their DM and RLPM?
Missing returns
Where can you go to review what customers are saying about your stores?
Customer Satisfaction Dashboard and Google Reviews.
This KPI Report is utilized to view the delivery status of Home Store customer orders being fulfilled
Customer Master Order Report.