1. OPERATIONS EXPERT Provides area manager/ franchisee with practical recommendations and support to improve the efficiency of daily operations 1. Has the technical knowledge & ability to assist with day to day operational aspects of the business. 2. Promptly responds to area manager calls, managing director and franchisee for assistance 3. Identifies & addresses operational problems quickly & effectively while keeping the area manager informed in the process. 4. Keeps organized and is reliable in getting things done on time. 5. Keeps up to date with emerging industry-specific knowledge & skills.

2. MARKETER Helps store to grow sales & local share in a way that is consistent with the company’s brand & marketing strategy. 1. Understands the company’s marketing strategy especially it’s target market 2. Understands the positioning of the brand and it’s values including how these are represented in the operations of the business. 3. Integrates local promotions with the company’s marketing & brand strategy 4. Collects proven local marketing ideas & tactics for increasing sales. 5. Assess the effectiveness of their local marketing & identify new local promotional opportunities. 6. Develops a long term local area marketing plan.

3. COACH Encourages team members to be positive & remain focused on specific goals and actions that will improve their performance 1. Negotiates what the team members expect from each other as they work together 2. Creates a trusting, supportive environment where honest and frank discussions will occur. 3. Identifies with the store team specific strengths & weaknesses impacting on their performance 4. Checks for permission with the area manager and franchisees before exploring new & sensitive areas eg. Financial or personal issues 5. Listens attentively to what the area manager and franchisee is saying as well as the meaning or sub-text behind what is or not being said 6. Draws attention to the dynamics of the relationship if the discussion is getting bogged down. Eg. People are getting angry or defensive. 7. Asks powerful questions that stimulate clarity & insight or move the team members toward their goals 8. “Catches team members out” for the things they do well & builds store members confidence in their ability to be successful 9. Engages the team members in goal setting & records agreed actions & time frame. 10. Follows up on agreed actions & gives constructive feedback that promotes accountability 11. Maintains a positive attitude and a strong sense of purpose in their own professional & personal goals

4. TRAINER Instilling and encouraging a culture of continuous learning and improvement in the store. 1. Shares information in an easy to understand manner using relevant examples, stories & audio visual to reinforce learning 2. Involves team members in practical tasks & gets them to try out new skills 3. Supports & encourages a culture of continuous learning & improvement 4. Develops the skills to train their own staff

5. FACILITATOR Organizes & conducts meetings that constructively engage team members and encourage two way flow of ideas. 1. Plans meetings that have specific goals & ensures the content is relevant to team members. 2. Understands how to use different room lay-outs and group processes to achieve goals 3. Creates a relaxed & friendly environment 4. Rewards participation & draws out information from quieter participants 5. Ensures meeting remain constructive & follow agreed ground rules 6. Encourages the open discussion of important issues 7. Stimulates the creativity of the group to explore new ideas 8. Maintains control of the meeting and prevents individual from dominating, disrupting the group or rambling off the topic 9. Documents & follows up on agreements from meetings

6.FSC CHAMPION Communicates & reinforces the need to keep and maintain the operational standards of FSC. 1. Understands the compliance standards expected of the store 2. Uses an approved checklist to assess store compliance 3. Knows when & how to ignore less important breaches as opposed to important non-negotiable standards 4. Explains the reasons behind specific compliance requirement if these needs attending to. 5. Stands by the courage of their convictions & withstands pressure to compromise on important compliance decisions. 6. Keeps accurate records of compliance checks & acts on gaps that need rectifying.