I. Introduction

5

• A. Introduction Letter
• B. Description of Business Activity
• C. History of Business
• D. Biographical Information of Franchisor’s Key Franchise Personnel
• E. Operation Manual Updates

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Operations Manual

1

• XII. Area Representative Supplement

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II. Corporate Policy

2

• A. Business Considerations
• B. Legal Considerations

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III. Pre-Opening Concerns

7

• A. Timeline from Lease to Opening
• B. Preparation of Proforma Financial Statements
• C. Obtaining Franchiser’s Required Approvals
• D. Permits, Registrations and Licenses
• E. Checklist of Fixtures, Equipment and Inventory
• F. Procurement of Services
• G. Pre-Opening Training

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IV. Store Operating Procedures

5

• A. Opening
• B. Ongoing Daily Activities
• C. Closing
• D. Maintenance
• E. Security

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V. Sales, Marketing & Customer Service

8

• A. Customer Courtesy
• B. Speed of Service
• C. Point of Sale (POS) System Knowledge and Product Awareness
• D. Promotions
• E. Advertising and Signage
• F. Merchandising
• G. Pricing
• H. Customer Complaints

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VI. Personnel (Suggested Guidelines)

3

• A. Hiring
• B. Discipline and Termination
• C. Employee Administration

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VII. On-Going Business Administration

10

• A. Training
• B. Home Office Support & Management Specialists
• C. Use of Forms & Financial Reporting Requirements
• D. Exclusive Vendor Relationship
• E. Insurance & Licenses
• F. Lease Compliance
• G. Government Fiscal Compliance
• H. Inventory
• I. Payroll
• J. Mandatory (Weekly) Lottery Statement

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VIII. Money Management

2

• A. Cash Handling & Banking
• B. Miscellaneous

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IX. Troubleshooting

1

• A. Troubleshooting

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X. "Grand Opening" Procedures

1

• A. “Grand Opening” Procedures

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XI. Appendices

4

• Appendices A-E
• Appendices E-H
• Appendices I-J
• Appendices K-L

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