TSM Kent Ong Sow Khoon

Wah Chan Consolidated Sdn Bhd

Operation Q & A
1. How to open and close an outlet? Before the shop is opened: Staffs are only allowed to enter the shop when there is a minimum of 6 staffs. For those late coming staff are only allow to enter the shop once the display task are completely done by the staff inside. The entrance can only allow to open once before the business hour. Before the shop is closed: Staffs are required to close the shutter at the closing time sharp. They have to keep all the gold jewelry into the safety box. 2. Who are responsible for the safety deposit box? - Manager or senior employee holds the key - Cashier or AA has the password 3. How many employees are needed to work in an outlet? At least 8 - 10 employees are needed. 4. How to operate the alarm system? Make sure the alarm is on and off everyday. Alarm is linked with CMS centre. If alarm is being activated, CMS will contact the outlet and verify with the person in charge. 5. Will insurance company cover the lost if robbery case occurs when security guard is not around? The insurance company will deduct the cost assured. 6. What steps have to be taken if the security guard comes late or doesnt show up for work? All the staffs have to enter the shop quickly before the shop is opened and get the shutter closed immediately. Then, inform AA to get replacement from Security Company. 7. What is the immediate response if we found that the security guard didnt bring along their gun? Inform AA and contact Security Company to get a replacement. 8. How to operate CCTV system? Ensure that the CCTV is running everyday. If the CCTV went wrong, inform AA to call worker to fix it. 9. What step has to be taken if the alarm turns on without any emergency case?

CMs center will contact the person in charge of the outlet to verify the situation. And manager needs to check the situation by checking the CCTV apps through hand phone to make sure everything goes smoothly. 10. What time should all the employees reach before the shop is opened? All the employees must reach 30 minutes before the business hour. The duration is used to display all the gold jewelry neatly. 11. Why must two persons are assigned to hold the key of safety box and memories the password of it respectively? Ensure that there are 2 precautionary steps during robbery. 12. What is the role playing by a security? During a robbery, the security guard is not allowed to shoot at the robber if the robber stays in the shop. The security guard is only permitted to fire the robbery when he leaves the shop. This is to prevent any unwanted injuries. 13. Where should a security guard located during the business hour? If the guard is obviously armed with long gun, he should be located in a security room to prevent him from being the first target during robbery. If there is no security room, he dressed up like normal salesman with a short gun so that the robbery wouldnt notice that he is the security guard. 14. How is the working schedule for a staff? A staff is arranged to do a certain task for only once daily. For example, he/she is not allowed to count the quantity of the same type of gold jewelry for twice in a day. 15. How to design a display area in the cabinet along the entrance? The low- price gold jewelry displayed such as rings attached with a price tag in order to attract customer walk in. Therefore, salesman will have the opportunity to approach the customer. 16. What to be done if customer requests to customize a gold jewelry? Staff has to issue the customer an order sales bill. 17. What is order sales bill? It is the receipt for booking for our ready stock or special order from customer. 18. What has to be done if customers send their gold jewelry to shop for service purpose? The staff in charge must issue the service bill to the customer as a proven. 19. What is payment voucher? It is used to record the details about the person who trade in their old gold. 20. What is consignment bill? Consignment bill is used when the products are transferred within outlet to outlet or sampling from outlet to factory for custom make or special order purpose. 21. How does a staff clock in and clock out daily?

A staff needs to clock in once they reach the shop. This is to make sure an employee work punctually. 22. What should be done if one of the staff ask other to clock in for him/her? A warning is given. If the same problem is repeated, he will be fined. 23. How to settle if one of the gold jewelry disappears suddenly? Manager must check the CCTV to find out the culprit. If fail to do it the cost of the lost item must be share among all the staffs. 24. How to motivate staff? Set goals and reward the staff when goals are achieved. The reward can be simple as a star on the calendar and a bigger reward at the end of the month. 25. What to do if new gold jewelry arrived? Make sure have to check the weight same as the invoice, then only can key in in the system. 26. If the power supply breaks down, what should we do? Need contact with related department for more details. And inform operation department. Manager may close outlet while waiting for electric supply. 27. What requirements before shop closed? Check out duty cabinet. Staff on duty should be promptly cut off the power, locked safety box, check whether unsafe place. 28. Clean regulation. Salesperson responsible for counter cleaning and tidying necessary to ensure that the countertop meet the sales requirements. Their use of office equipment in place, and shall not affect the overall of the counter. 29. What should we do during robbery? Dont struggle with robbery; just follow their instruction to ensure self safety. 30. How to reduce the risk of stock lost? Staffs are only allowed to show 2 items to customer. This is preventing to any unwanted steal. 31. What should the staff do before the door is open or close a part from displaying or keeping the goods? The stuff must count the quantity of goods. 32. What should we do if found lost stock? Cashier need to check stock to find out which stock in missing. All stock will have own id and recorded in computer. 33. Why should the manager control the stuff given away the free gift? The expenses of the free gift are afforded able of the outlet. This is to reduce the cost. 34. What is the purpose of issuing Cheque to the customer who trades their old gold? The cheque is only issue to customer when out of cash.

35. When does an outlet need to create a promotion? During weekend or public holiday. Since there will be a big crowd in the shopping. 36. How to spread out the promotion news? Through SMS, Flyers, advertisement. 37. How to make sure the customer will often comes back to our shop when they need to buy gold jewelry? By offering a fake price that the customer a comfortable to it selling reasonable. Must communicate with the customer so that he/she have a good impression on us. 38. How to attract customer during non peak season? By sending birthday card to customer so that they come to collect their birthday free gift, salesman have a chance to introduce the new product to the customer. 39. What should a staff do when there is no customer? The staff has to be staying alert while there is have another serving a customer to prevent any unwanted theft. 40. How to prevent there is any fictitious cash receive from customer? First of all, we have to ensure there is an accurate amount collected from customer. Then we will perform the second review by cashier and third review will be read by machine to identify there is any fictitious cash or not.