Mastering Alcohol Sales - Knowledge, Compliance, and Responsibility

Dive - Episode 59 GuideMastering Alcohol Sales: Knowledge, Compliance, and ResponsibilityHost: Mike Hernandez Series: Dive from C-Store Center Duration: 22 minutesEpisode DescriptionMaster one of the most crucial responsibilities in convenience store operations: alcohol sales! In this essential episode of Dive, host Mike Hernandez reveals how proper alcohol handling impacts not only your store's compliance but also community safety. Learn from real examples, like the store that lost its alcohol license for 30 days due to a single ID verification mistake. Discover comprehensive protocols for legal compliance, product knowledge, and customer service techniques that protect both you and your store. Whether you're checking IDs, handling difficult situations, or making product recommendations, this episode equips you with the confidence to handle alcohol sales professionally and responsibly in every situation.What You'll LearnLegal compliance fundamentals that protect you, your store, and your communityID verification techniques to spot fake identificationSigns of intoxication and third-party sales to watch forProduct knowledge across beer, wine, and ready-to-drink categoriesProfessional approaches to refusing sales while maintaining customer relationshipsOperational best practices for inventory management and quality controlDocumentation procedures that provide legal protectionKey SegmentsLegal Compliance Fundamentals  Age verification procedures and acceptable ID typesThe REAL method for spotting fake identificationSigns of intoxication requiring refused salesThird-party sales prevention techniquesRequired documentation and manager notification protocolsProduct Categories and Knowledge  Beer categories: domestic and craft selections with price pointsWine categories: red, white, and specialty optionsReady-to-drink beverages: seltzers, cocktails, and malt optionsProper storage temperatures for each categoryThe HOPS system for describing beer flavor profilesCustomer Service Excellence  The TASTE approach for making responsible recommendationsThree-step process for professionally refusing salesDe-escalation techniques for difficult situationsBuilding trust with regular customers while maintaining standardsWhen to involve management for supportOperational Best Practices  Inventory management using the FIFO methodTemperature monitoring requirements for different productsDisplay requirements using the Three Vs approachHandling damaged products correctlySales restrictions and quality control proceduresThe Five Pillars of Alcohol SalesID verification for anyone who appears under 30Temperature monitoring every shiftProper documentation of all incidentsProfessional refusal when necessaryConstant display maintenanceKey Protocols to RememberREAL ID Check: Read birth date and expiration, Examine photo and physical features, Ask questions about information, Look for security featuresTASTE Recommendations: Talk about preferences, Ask about occasion, Suggest similar products, Talk about price points, Explain storage recommendationsThree Vs of Displays: Visibility of prices, Variety of categories, Verification signs postedSAFE Emergency Procedure: Stay calm, Alert management, Follow protocols, Emergency services if neededTemperature GuidelinesBeer and seltzers: 36-38°FWhite wine: 45-50°FRed wine: 68-72°FStorage room: Below 70°FDaily ChecklistCheck and log all cooler temperaturesVerify ID checking equipment is workingReview any new promotions or restrictionsInspect displays for proper signageConfirm incident reporting forms are readyPro TipsUse your index finger to point at each number when checking ID birth datesWatch for groups splitting up after entering the store togetherDocument everything - it's your best protectionNever accept expired IDs, even for obviously-of-age customersTrust your instincts - if something feels suspicious, it probably isConnect With UsVisit cstorethrive.com for additional training resources, compliance updates, and career development opportunities.Dive from C-Store Center is a Sink or Swim Production dedicated to helping convenience store professionals enhance their skills and advance their careers.*Tags: #ConvenienceStore #AlcoholSales #ComplianceTraining #ResponsibleService #IDVerification #CustomerService #ProductKnowledge #RetailSkills