STORE OPERATIONS

INTRODUCTION AND LEARNING OBJECTIVES

This course is intended to serve as the student’s guide for the Certified Pawn Professional (CPP) module entitled Store Operations. The content has been assembled from contributions made to this project by members of the National Pawnbrokers Association (NationalPawnbrokers.org) to whom we are grateful. They are: Scott Amberg, Adam Anundi, Beth Anundi, Kathleen Barbee, Rob Barnett, David Crume, Michael Goldstein, Bob McEowen, Scot Keller, Lisa Little, Brian Moulton, Bob Simpson and Martin Strasser and NPA Team Members.

The CPP Learning Program is designed for adult learners who have accumulated some full-time work experience in the pawn industry. Although some basic skills are discussed, it is not intended to be a basic orientation or introductory course. It presumes a level of existing knowledge and training in the pawn business.

The goal of this course is to provide students with enhanced knowledge, skills, and insights derived from their connections with peers, who are also learners, CPP faculty who serve as subject matter experts, and from the readings and exercises that will be assigned.

Students are expected to work through the entire online course. Success is dependent on your attentive work through the material.

It is important to understand that the information contained in this workbook may differ from business to business. Students will be tested on the knowledge they acquire from studying the material in this workbook. To pass the final examination, a student must complete 30 of 40 test questions correctly.

After completing this course students should be able to:

– Understand the background and history of pawn

– Learn the importance of practicing appropriate personal and business ethics

– Recognize different types of pawn customers and their motivations for pawning property

– Learn the basics of store safety and security practices

– Understand fundamental pawn transaction processes

– Learn the importance of sales training and basic merchandising

– Understand how to deliver appropriate customer service

– Understand how to distribute media releases effectively

– Know why loan balance growth is important and how to increase loan balances

– Identify when it is appropriate to adjust loan amounts