Ready to SERVE
Liquor Sales Training FAQ

Frequently Asked Questions

The best way to reach our support team is via your APP. 

  • Click on the 3 stacked lines in the upper left-hand corner of Your Learning Hub home page (which takes you to Settings).
  • Click on Email Customer Care.  This will open up an email in your phone and capture important information about your device and APP version and give you an opportunity to explain your issue. 
  • Remember to attach a screenshot (if applicable) of the ‘step’ that may be causing you trouble. 

Alternatively, you can also email solutions@graffretail.com at any time. We are always here to help. 

A Store Manager/Sales Coach is not required to complete the feedback steps in the learning journey. Only sales staff can complete this step.

As a Sales Coach, you can just move on to the next step in the staff edition of the program. Your role is to keep an eye out for feedback submissions from your sales staff and respond to them when you see feedback come in. 

To see submissions, just click on the feedback step and you will see if any of your sales team is waiting for your response to their feedback submissions.

If you are not seeing a program in the app, you may not have been given access to it. Please contact support and identify yourself by title and the program that is missing on their app homepage (e.g. I’m the store manager from ABC Store in Mall 123 location and I am not seeing the RTS coach’s edition).

With that information, our support team can look you up in the system roster for your organization to verify if you have been given the correct program access at time of set up.

Please contact support and provide the username that you are trying to log in with. We will verify if it matches the username in the system. If yes, then you should be able to log in with the initial password (Changeme1 – which is the same for all users up front) or your own password, if you have already changed it from your initial login experience.  Your username is not case sensitive, but your password is.

If you are an existing user (not your first time logging in), you can reset your own password or have our support team reset it for you. To reset your own password, tap on Reset Password located on the right-hand side of the main login page just below the Log In button.

This may just be a simple settings issue in your device.  Please ensure you have allowed push notifications to be sent. This is typically done when installing the APP, but you can circle back and check the push notification setting for APPS by going to Device Settings on your phone. 

This may just be a simple settings issue in your device.  Please ensure you have allowed our APP to access the camera on your device. Check the camera setting for APPS by going to Device Settings on your phone. 

There should be a push notification sent from the app each time a staff member submits a response. You can tap on the push notification directly to view the submission.

If you have missed the push or deleted it, you can still view feedback by going to the coaching session from the learning journey and tap on the “Team’s Submissions by Member” option which will show you a list of all staff, their completion status and detailed responses.

Tap on the staff members’ name to view the date/time of their submission then tap again to view their submission by question.

Tip:
This is not limited to coaching sessions. As the coach, you can see staff responses to quizzes and practices the same way directly from the app.  

Daily tips are sent as app push notifications, so please make sure to allow push notifications to your phone when installing the app. If you aren’t sure, go to Device Settings on your phone and ensure notifications are turned on for your device. 

If you have stopped receiving tips after a period of time it may be that you have already seen all tips for the program! The tips are planned to ‘flow’ with a reasonable pace through the learning journey. If you have taken a bit longer than expected to get through your journey, you could come to the end of the tips. Tips will start up again when you advance to the next ‘round’ of Ready to SERVE. This will become automatically available on your phone as you complete each ‘round’. 

The APP was created to suit both IOS and Android, and there may be minor differences in the user interface. A problem that is experienced in one app may not occur in another, so it is important to report which device/OS it is when reporting issues.

Please also check if you have the latest app update installed from the AppStore or Google Play before reporting an issue. If not, please update to the latest app and try first before reporting it.

If you have been set up in the system as a Sales Coach, you will have access to 2 programs in the Ready to SERVE program: The Staff Edition and the Sales Coach Edition.  As a Sales Coach, you will work through the learning journey in the Staff Edition, along with your staff as well as the learning journey in the Sales Coach Edition that is designed just for you as the leader of the store responsible for coaching and developing your team. 

If you are a sales team member, you will only have access to the Staff Edition.  As a sales team member, you will reach ‘steps’ in your learning journey where you are asked to give your feedback to your Sales Coach.  You won’t be able to move on in your learning journey until your Sales Coach responds/signs off on your feedback submission. 

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