TABLE OF CONTENTS

PROLOGUE

SECTION 1:  INTRODUCTION
Welcome Letter
Company History
Mission and Philosophy Statements
Services Provided by the Franchisor
  Corporate Headquarters
  Field Support
Franchise Operations Review
Obligations of a Franchisee
Franchise-Related Expenses

SECTION 2:  DEVELOPMENT OF YOUR FRANCHISE
Introduction
Establishing Your Independent Identity as a Franchisee
Sample Marks/Logo
Site Selection and Development
Protecting Your Franchise
  Lease Provisions
  Insurance Requirements
  Government Regulations
  Licenses and Permits
  Contracting Utilities and Services
  Establishing a Banking Relationship
Appearance Standards
Setting Up Your Office
Equipment and Supplies
  Equipment Specifications
  Equipment Inventory
  Expendables Inventory
Purchasing Specifications
  Recommended Initial Inventory
Establishing Vendor Relations
  Approved Vendor List
Introducing Your Franchise to the Community
  The Grand Opening
Tax Requirements
  Federal Taxes
  State Taxes
  County or Town Taxes
  Federal Tax Filing Checklist

SECTION 3:  STAFFING
Introduction
Accepted Employment Practices
  Complying with Laws on Discrimination
    The Role of the EEOC
    The Immigration Reform and Control Act of 1986
    Statutes Governing Labor and Salary
    Harassment Guidelines
Protecting Your Confidential Procedures
  Sample Confidentiality Agreement
Policy and Procedure Guidelines
  Employment at Will Statement
  Policy and Procedure Sign-Off Sheet
  Dress Code Requirements
Characteristics of the Ideal Employee
Job Descriptions
  Franchise Owner/Operator
  Customer Sales and Service
  Product Preparation and Delivery
  Billing/Collections
  Etc.
Recruitment Techniques
  Classified Ad for Employment
Screening and Interviewing Procedures
  Legally Obtaining Information
  Math Aptitude Test
The Selection and Hiring Process
Maintaining Personnel Records
Your New Employee's Orientation
Employee Work Schedules/Hours
  Sample Weekly Work Schedule
  Methods of Time Reporting
  Employee Identification Card
  Time Reporting Guidelines
Training You and Your Employees
  The Probationary Period
The Compensation Structure
Evaluating Employee Performance
Discipline and Termination
The Exit Interview
Giving References

SECTION 4:  MANAGING AND OPERATING YOUR FRANCHISE
Introduction
Safety and Security
  Sample Accident/Incident Report
Suggested Hours of Operation
  Sample Daily Time Schedule
Daily Opening and Closing Procedures
  Daily Opening Procedures
  Daily Afternoon Procedures
  Daily Closing Procedures
Cleaning, Sanitation, and Maintenance Guidelines
Generating Revenues
Waste and Breakage Control
  Sample Waste and Breakage Control Chart
Managing Inventory
  Monthly Inventory Checklist
Sales Materials and Price Lists
Product Preparation Procedures
The Importance of Customer Satisfaction
  The Customer's First Visit
  Telephone Etiquette
  Handling Customer Complaints
  Suggestion Card
Taking and Filling Orders
Employee Discounts
Using Computerized Ordering and Fulfillment
Accepting Payment
  Cash
  Credit and Debit Cards
  Personal and Business Checks
  Traveler's Checks
  Gift Certificate
    Sample Gift Certificate
	Coupons and Special Discounts
The Daily Revenue Report
  Sample Daily Revenue Report
Banking Procedures
Financial Statements
  Model Chart of Accounts
  Sample Income Statement Format
  Sample Balance Sheet Format
Franchise Reporting

SECTION 5:  MARKETING AND SELLING YOUR PRODUCTS AND SERVICES
Introduction
Marketing, Advertising, and Sales Strategy
Product and Service Knowledge
  Features and Benefits
The Customer
  Lead Generation and Lead Tracking
Handling Inquiries
Advertising Assistance and Consent From Corporate Headquarters
Advertising and Promotional Opportunities
  Yellow Pages
  Newspapers and Magazines
  Radio and Television
  Canvassing
  Coupon Books
  Premiums
  Publicity and Community Relations
Closing the Sale
  The Reluctant Customer
  Handling Objections

APPENDIX I:  FORMS
(Form Title/Reference)
Advertising Campaign Consent Form
Application for Employment
Employee Performance Evaluation
Employee Reference Check
Employee Warning Notice
Employment Interview
Exit Interview
Form I-9 (Employment Eligibility Verification)
Manual Revision Notice Form
Personal Information Form
Proposed Change of Vendor Notice
Prospect Summary Form
Record and Report of Advertising Activity
Statement and Record of Gross Revenues
Suggestion Form

APPENDIX II: SAMPLE ADS
(Ad Title/Reference)
Coupon(s)
Newspaper Advertisement
Radio/Television "Spots"
Yellow Pages Advertisement