Retail Workforce Training Program

1. Purpose

This document defines the role-required training for the retail workforce. It supports new hires in their first thirty days, retail role changes, and quarterly product-knowledge updates.

2. Program Summary

3. Orientation and Product Knowledge

RTL-101: Retail Workforce Orientation

• Category: Role-Required
• Intended Audience: All retail roles
• Delivery Mode: Blended (in-store with self-paced online module)
• Duration: 8 hours over the first week
• Completion Deadline: Day 7; before first solo customer-facing shift
• Prerequisites: NEW-101; NEW-102; NEW-103
• Assessment Method: Knowledge check
• Compliance Flag: None
• Recertification Cadence: On role change
• Owner: Retail Training
• Status: Active

RTL-110: Product Knowledge — Mobility & Devices

• Category: Role-Required
• Intended Audience: Retail associates, retail specialists, retail store managers
• Delivery Mode: Self-paced online
• Duration: 4 hours
• Completion Deadline: Day 14
• Prerequisites: RTL-101
• Assessment Method: Scored exam (passing threshold 80%)
• Compliance Flag: None
• Recertification Cadence: Quarterly refresh modules (60 minutes each)
• Owner: Retail Training
• Status: Active

RTL-120: Product Knowledge — Plans & Services

• Category: Role-Required
• Intended Audience: Retail associates, retail specialists, retail store managers
• Delivery Mode: Self-paced online
• Duration: 4 hours
• Completion Deadline: Day 14
• Prerequisites: RTL-101
• Assessment Method: Scored exam (passing threshold 80%)
• Compliance Flag: None
• Recertification Cadence: Quarterly refresh modules
• Owner: Retail Training
• Status: Active

4. Point-of-Sale and Compliance

RTL-201: RetailSlate POS-10 Transaction Handling

• Category: Role-Required
• Intended Audience: Retail associates, retail specialists, back-of-house inventory clerks (subset of features)
• Delivery Mode: Blended
• Duration: 6 hours over two sessions
• Completion Deadline: Day 14
• Prerequisites: RTL-101
• Assessment Method: Practical demonstration on a live RetailSlate POS-10 (HW-CAT-004) in a training-mode store
• Compliance Flag: None
• Recertification Cadence: On device-family change
• Owner: Retail Training
• Status: Active

RTL-210: Payment-Handling Compliance

• Category: Mandatory (Retail)
• Intended Audience: All retail roles that handle payment transactions
• Delivery Mode: Self-paced online
• Duration: 90 minutes
• Completion Deadline: Day 14; before first payment transaction
• Prerequisites: NEW-104; SEC-101; RTL-101
• Assessment Method: Scored exam (passing threshold 85%)
• Compliance Flag: Payment-handling compliance
• Recertification Cadence: Annual
• Owner: Information Security Office and Retail Training
• Status: Active

RTL-220: Customer Service Standards

• Category: Role-Required
• Intended Audience: All customer-facing retail roles
• Delivery Mode: Blended
• Duration: 4 hours
• Completion Deadline: Day 30
• Prerequisites: RTL-101
• Assessment Method: Observed evaluation by a certified store manager or coach
• Compliance Flag: None
• Recertification Cadence: Biennial
• Owner: Retail Training
• Status: Active

RTL-230: Returns, Exchanges, and Adjustments

• Category: Role-Required
• Intended Audience: Retail specialists
• Delivery Mode: Self-paced online
• Duration: 2 hours
• Completion Deadline: Day 30
• Prerequisites: RTL-201; RTL-210
• Assessment Method: Scored exam (passing threshold 80%)
• Compliance Flag: None
• Recertification Cadence: On policy change
• Owner: Retail Training
• Status: Active

5. Back-of-House

RTL-301: Back-of-House Inventory Operations

• Category: Role-Required
• Intended Audience: Back-of-house inventory clerks
• Delivery Mode: Blended
• Duration: 4 hours
• Completion Deadline: Day 14
• Prerequisites: RTL-101
• Assessment Method: Practical demonstration using a ScanGrip H2 (HW-CAT-004)
• Compliance Flag: None
• Recertification Cadence: On device-family change
• Owner: Retail Training
• Status: Active

6. Retail Management Track

RTL-401: Retail Store Manager Foundations

• Category: Role-Required
• Intended Audience: Retail store managers
• Delivery Mode: Blended
• Duration: 16 hours over four weeks
• Completion Deadline: Day 60 from promotion or role start
• Prerequisites: RTL-101; RTL-110; RTL-120; RTL-220; LDR-101
• Assessment Method: Capstone exercise observed by district manager
• Compliance Flag: None
• Recertification Cadence: Biennial
• Owner: Retail Training and Leadership Development
• Status: Active

RTL-410: Loss Prevention

• Category: Role-Required
• Intended Audience: Retail store managers, retail district managers, back-of-house leads
• Delivery Mode: Self-paced online
• Duration: 90 minutes
• Completion Deadline: Day 30
• Prerequisites: RTL-101
• Assessment Method: Scored exam (passing threshold 80%)
• Compliance Flag: None
• Recertification Cadence: Annual
• Owner: Loss Prevention and Retail Training
• Status: Active

RTL-420: Scheduling & Workforce Compliance

• Category: Role-Required
• Intended Audience: Retail store managers, retail district managers
• Delivery Mode: Self-paced online
• Duration: 2 hours
• Completion Deadline: Day 60
• Prerequisites: RTL-401
• Assessment Method: Knowledge check
• Compliance Flag: Workplace safety
• Recertification Cadence: Annual
• Owner: HR Operations and Retail Training
• Status: Active

7. Role-Based Training Requirements

8. Quarterly Product Knowledge Updates

Retail roles receive a quarterly product-knowledge refresh module (60 minutes per quarter, combined with the monthly merchandising update). Refresh content is owned by Retail Training and is sequenced to coincide with new device and plan launches. Refresh modules are required, with a one-week completion window from release.

9. Customer-Facing Shift Gating

Until RTL-101, RTL-201, RTL-210, and the role-required product-knowledge modules are complete, the retail associate is restricted to non-customer-facing tasks (in-store setup, restocking, observation shifts). The store manager confirms completion in the L&D administration tool before assigning the first customer-facing shift.