Académique Documents
Professionnel Documents
Culture Documents
CCTP - 001 Table of Contents CCTP - 501 - Risk Management & Loss Prevention Procedures
CCTP - 100 Using this guide CCTP - 502 - EAS & People Greeter Procedures
CCTP - 101 Cashier trainer CCTP - 503 - Job Aids
CCTP - 102 Training tips CCTP - 504 - Training Materials
CCTP - 200 New cashier orientation CCTP - 504a - Training Plan
CCTP - 300 Getting started CCTP - 504b - Bad Cheques
CCTP - 400 Register training CCTP - 504c - Good Cheques
CCTP - 500 TOOLBOX CCTP - 504d - Flat Bed Test
OVERVIEW
CASHIER TRAINER
TRAINING TIPS
200 – ORIENTATION
OVERVIEW
ORIENTATION
CASHIER SWAS
SWAS MEETING
CASHIER CORNER
FOUR STAR CASHIER PROGRAM
CASHIER PERFORMANCE
ITEM PER HOUR (IHP)
OVERVIEW We have developed this new Cashier Training Packet in order to:
• Improve quality of training.
• Put more emphasis on “On the Job” training.
• Improve retention of new cashiers.
PURPOSE The Cashier Training Packet is a great tool for training new cashiers.
This packet offers the necessary training for our cashiers to perform
their job and exceed our Customers expectations in providing the best
Customer service possible.
KEY POINTS • This packet includes a new training card that perform the following
functions:
Credit card
Discount card
Gift Card
• Call the Training & Development with any questions regarding the
Cashier training Packet at (905) 821-2111 ext. 4662
NOTES:
1. This guide should be used every time a cashier training is
delivered.
2. As of the fall of 2002, the Front-end guide as well as all Canadian
Wal-Mart store guides will be posted on PIPELINE. We do not
recommend or encourage any store to print off a completed copy of
these guides, but to utilise them as they appear on PIPELINE.
What is important, is that we use the right criteria for determining who
should be a Cashier Trainer.
All Cashier Trainers possess a common trait – they believe in building
the success of our company by developing our people. Cashier
Trainers must possess these key qualities:
The CSM must also ensure that the new cashier performs the job
requirements as outlined the job description and training plan.
ORIENTATION Orientation Sessions are designed to give our new Associates the
information they need to do their jobs. The Orientation Process also
allows us to build a relationship with our new Associates and to make
them feel welcome and part of the team.
Ensure that each new Cashier reads and understands the job description
and the performance appraisal.
IMPORTANT:
Ensure that each new Cashier takes part in every portion of the
Orientation Process.
Schedule
DAY TIME ACTIVITY 4
1 8 hours New Associate Orientation
2 5 ½ hours CBL and Register training
3 5 ½ hours CBL and Register training
4 5 ½ hours CBL, Supervised practice,
People greeter training
& Flat bed test
OVERVIEW The following three pages give an overview of the training that is to be
provided during the first week of the Orientation Process. Follow the
detailed instructions and tools provided in your New Associate
Orientation Guide.
NOTE:
The time frames shown are only to be used as a guideline to stay on
schedule. Some things may take more or less time to complete.
DAY 1: ORIENTATION:
The NEW ASSOCIATE ORIENTATION GUIDE provides a detailed schedule
of all activities that should take place on day 1:
8 hrs Welcome, Introduction, Employment paperwork, History video, Introduction to
CBL, Handbook discussion, Store informational tour, “All the King’s horses”
video, Benefits overview, Risk control tour, “Magic of a blink” video…. Each
Orientation session is designed to take place at specific times.
New associates should not complete more than 3 CBL modules on day 1.
Each new cashier should spend the rest of the day with their trainer processing
through their training plan and the Front-end SWAS.
CASHIER This is the most important area of your store, as the Cashier is the last
S.W.A.S. person a customer will come in contact with.
Fast and friendly service may be the only reason the customer decides
to shop at Wal-Mart again. There is a strong need to have well trained
and informed Cashier Associates.
CASHIER Cashier S.W.A.S. meetings must be held every week, with a monthly
S.W.A.S. recap held every four weeks to assist us in reaching our monthly service
MEETING goals. The Store Manager, Front End Assistant Manager and Lead
C.S.M. are all required to attend.
The weekly S.W.A.S. meeting allows for the opportunity to inform the
entire group of any:
§ Cashier recognition
§ Specific success stories
Communications Binder:
Cashier Performance:
The cashier who has the highest productivity for the month.
will receive the recognition as the
The 4-Star Cashier Program is design to recognise each store's top performing cashier on a
monthly basis. The Store Manager selects a 4-Star Cashier each month, and the District
Manager personally presents the award to the selected Cashier at a store meeting during the
cashier's shift.
A 4-Star Cashier receives a recognition certificate, lapel pin and one “Good Job Button”.
During the District Manager’s visit to each of his / her stores, the monthly stars will be
celebrated at an Associate meeting and presented with the above items.
NOTE:
The Recognition Certificate is to be photocopied at store level and
placed in the Associate’s file.
The Cashier's average productivity over the four week tracking period
meets or exceeds the Wal-Mart productivity standard.
The Cashier's scanning percentage over the four week tracking period
meets or exceeds the Wal-Mart accuracy standard.
The Cashier has the best over / short record of anyone in the store.
Ensures that top performing Cashiers are recognised and appreciated for their job performance.
Allows non-qualifying Cashiers to see the recognition, which can be gained with improved job
performance. This is an effective method to motivate non-qualifying Cashiers to improve their
performance.
Communicates and reinforces to all associates the importance of productivity and accuracy in
providing the type of service our customers deserve.
NOTE:
Items per Hour are calculated by dividing the total number of items
scanned by the total number of hours the Cashier was signed onto the
register.
Look for opportunities to exceed what your Customers expect. Surprise them!
Do more than they expect; that is exceeding expectations.
When opening another checkout lane, the cashier should step out
from behind the register and tell the customer in line at the next
register that they would be next in line at his/her checkout. The
personal contact with the customer is extremely important.
We must thank our customers for shopping at Wal-Mart.
Every sale, whether at the Courtesy Desk, a departmental register,
or a checkout, must be closed with "Thank you for shopping at
Wal-Mart."
“ Every Customer is our friend and guest who has chosen us over all other
stores available on the street. Let’s treat them accordingly and personally thank
them for letting us serve them.”
Sam Walton
§ Shoplifting prevention.
§ BOB (Bottom Of Basket).
§ LISA (Look In-Side Always).
§ Cash register drawer maintenance & security.
§ Black light.
§ Lane closed chains.
§ Bankcard declines / Fake signatures. / ID
§ Cash balancing / Cash overages and shortages.
§ Properly scanning merchandise to ensure EAS deactivation.
§ Security tapes.
§ Understocking / Integrity / Friends & Relatives.
§ Discount card / Associate purchases.
§ Flat bed test / Concealed merchandise.
§ Mystery shopper.
(Refer to the tool box , section 500)
ZONING ON THE You may be called to zone on the sales floor during operating
SALES FLOOR hours and at closing.
BEFORE YOU Always zone your working area, empty garbage, return
LEAVE: hangers and overstock to the designated location. Clean up
the belt, replenish the bags.
REGISTER Money in the cash drawer should be kept tidy and organised, with
PARTS & all bills facing one direction.
MAINTENANCE For additional information on register parts and maintenance,
(Refer to the Front-end Guide CFG 204.)
TRAINING This must be a role-play training session where the CSM or the
PREPARATION Cashier Trainer plays the customer. After completing the packet
and training plan, the cashiers must practice each transaction until
they feel comfortable operating the register.
The packet includes a training card, cheques, coupon and training barcodes (all for
training purpose). Use the list below to gather the rest of the training materials needed to
train Cashiers.
AGGRESSIVE HOSPITALITY
Remember to smile,
make eye contact,
project a positive
presence and listen to
what your customers are
saying.
CASH TENDER
BAGGING TECHNIQUES
CHEQUE
CREDIT CARD
Protect yourself!
Do not check out friends or relatives.
&
Practice calling an associate
for Customer service.
QUANTITY KEY
COUPONS
We
accept:
v Supplier coupons.
v Free merchandise
coupons.
v Bottle caps.
v Formula cheques
PRICE OVERRIDE
LAYAWAY PAYMENT
NOT ON FILE
TRAVELLER’S CHEQUE
SHOPPING CARD
DEBIT CARD
PHONE CARD
Congratulations!
CHECK OUT • During a power failure, the Cashier should secure the register cash
EMERGENCY drawer after they complete the current transaction, unless the
PROCEDURES Cashier is in danger. The CSM will follow-up to be sure this is
done. The Cashier must remain at the register until notified
otherwise by the CSM or a member of management.
• The above guidelines will also apply in the event of a fire, bomb
threat, or natural disaster. The Cashier should remain calm and
project this image to our customers. It is important that the
evacuation of customers be accomplished in an organised manner.
All associates should be familiar with the store’s evacuation plan.
Black
2. Take a position lying flat on the floor,
face down against the side of a
gondola. Keep customers together
with associates.
3. If time permits inspect the store to
ensure everyone is moved to the site.
4. After the store, check for injuries.
Fire Code Procedure
1. Someone must be designated to call
Fire Department.
2. Attempt to put out the fire with the fire
extinguisher or other available
Red
resources.
3. In conjunction with above, proceed
with evacuation procedure.
4. Follow procedures on the Emergency
Flip Chart.
2. Faint!
3. Call the Police Department and DLPS.
4. Close the store if possible.
5. Block access to the area where the
robber was physically.
White
2. Only qualified associates with First
Aid should respond.
3. Notify 9-1-1 if applicable.
4. Accident report to be properly
documented.
5. Never admit fault.
towels etc.
2. Block off area using safety cone(s),
danger tape, etc.
3. Follow procedure for removal of
dangerous chemicals.
.
L.I.S.A. L.I.S.A. stands for Look In Side Always. When another associate
comes up to you and says, “Have you seen Lisa?” they are telling you
to look inside the item you are ringing up. Every Cashier should make it
a habit to always check containers which could be used to conceal
other merchandise, such as:
• Purses
• Thermos bottles
• Tackle boxes
• Fabric remnants
• Coolers
• Garbage cans
• Storage Boxes
• Bedding
Every Cashier should familiarise themselves with the use of the small
convex mirror at the checkout. This mirror is used to view the bottom
of the shopping cart.
When a customer has a large item with a two-part ticket, walk around
the register and remove the ticket. The Cashier should always
physically handle large items; making sure smaller items are not hidden
underneath.
Boxed items are another potential hazard. The Cashier should always
look inside a boxed item if the box is open or has been opened and
resealed to make sure the item inside matches the carton description.
SECURITY TAPE Security Tape is necessary for purchases made at outlying registers.
This coloured tape is attached to items which can not be sacked (e.g.
TV’s, VCR’s, or other large items). The tape notifies Front-end
Associates that the customer has already paid for the merchandise.
Before applying the tape to the merchandise, the Sales Associate must:
2. If there is a
1. First, you will need to problem, never
check the date and accuse the
the register number of Customer of any
the receipt. wrongdoing. Call
a CSM and let
them handle the
situation.
• Themselves
• Their family members
• Their friends
REGISTER TAPE Wal-Mart uses a security register receipt tape. Under a black light, the
“Wal-Mart” logo will glow. It is important that the receipt tape is
secure at the Front-end. Do not leave extra receipt tape at any of
the registers. Extra receipt tape must be either secured at the
Courtesy Desk or the Cash Office.
EMPTY Always have the lane closed chain checkout lanes that are not being
CHECKOUT used.
LANES
• It makes it harder for customers to leave the store by going through
an empty checkout lane.
CASH PULLS Wal-Mart’s policy is to conduct frequent cash pulls (4 times per day
for stores over 50,000 square feet) to keep excess cash amounts from
accumulating in the registers. The CSM is responsible for monitoring
and limiting the amount of cash in the registers. Each Cashier is also
responsible for monitoring their cash on hand. If they notice that
excessive currency has accumulated in their register they should call for
a CSM. A member of management will make a cash pick-up (cash
pull) any time excess cash accumulates in a register.
NOTE: All voids should be completed within ten (10) minutes of the
original transaction.
CASH CONTROL The Cash Office Associates count money and finalise reports from the
FOLLOW-UP registers daily. Cash Control follow-up Slips will be completed by the
SLIP Cash Office Associate when a register shortage or overage of $5.00 or
(PINK SLIP) more occurs and can not be resolved. Each associate on the register
with the shortage or overage will receive a Cash Control follow-up
Slip. The purpose of the slip is to make the associate aware of the
discrepancy. The slip must be completed and returned to the Cash
Office. The associate receiving the Cash Control follow-up Slip must
return the slip to the Cash Office by the end of the day they receive the
slip. These slips must then be retained in the personnel files.
Your register #
Was Over/short
on
EXPLANATION
CORRECTIVE ACTION
CHECKER’S
SIGNATURE
JOB RESPONSIBILITIES
Greeters: § Test systems daily.
• Log all tests and activations in the System Activity logbook.
• Daily: Confirm the indicator # on the system corresponds with the last # in
the activity log.
• Respond to ALL alarms and follow proper procedures.
Cashiers: • Deactivate all tags and remove all hard tags from the customer’s purchase.
• Ensure that all merchandise being placed on layaway is deactivated. If
merchandise is being returned or being placed back out onto the floor,
ensure the merchandise is re-tagged.
• Maintain the assumption that all merchandise is EAS tagged and scan
accordingly.
CSM’s: • Ensure all cashiers are trained correctly on deactivation and removal of tags.
• Ensure all cashiers are clear on how front end equipment works. I.e.: slim
pad, boot deactivator and hand detacher.
• React properly to all activations (if exit greeter is not present).
• Complete Weekly Activity Log once a week with the log from each exit
• Follow-up with cashiers who are not deactivating or removing tags from the
customer’s purchases.
• Ensure all logs are being properly completed.
Front End § Check the system daily: follow up with the greeter
Management • Use proper training: Do not assign associates to register responsibilities until
& Assistants:
they have been instructed in the proper use of the EAS system, and have
completed the EAS CBL
• Monitor operating procedures: cashier accountability, greeter maintenance of
System Activity Log, CSM involvement.
• Ensure all systems are operational, and call Field Support for any systems
issues, after checking the Troubleshooting Guide.
• Follow-up with any departments who are tagging merchandise incorrectly.
• Ensure all returned items meet tagging criteria.
• Respond to any customer service issues regarding the EAS system.
Discuss EAS topics at every weekly Cashier Meeting
POWER PAD § To deactivate the label, simply pass the label above the dark grey
area on the pad.
( no more than six inches above the pad)
• It will confirm every deactivation with an audible/visual indicator.
• In the event you here a constant beeping, deactivate the product
again.
• This unit is multimedia safe; therefore you can deactivate video
tapes and cassette tapes with the Power Pad.
SLIM PAD § To deactivate a label, simply pass the label above the dark grey
area of the pad ( no more than five inches above the pad)
• It will confirm every deactivation with an audible/visual indicator.
PLEASE DO NOT PLACE A VIDEO TAPE OR CASSETTE
TAPE OVER THE SLIM PAD. USE YOUR BOOT
DEACTIVATOR TO DEACTIVATE EITHER ONE OF THOSE
ITEMS.
HARD TAG § The dome portion of the tag is placed through the mount of the
REMOVAL detacher.
• Squeeze the end portion of the hand detacher handle.
• To separate tack from tag, gently lift the tack while squeezing the
handle.
The hard tag is reusable. After removal, keep the hard tag and tack
separate for further use and application.
KEY POINTS • All adhesive labels must be within 3 inches of the item UPC to be
properly deactivated
OUTERWEAR: All outerwear over $25 for Spring 2002 will have a sew-in EAS tag in
the location shown below.
MUST BE
DEACTIVATED.
CHILDREN’S All children’s outerwear over $25 for Spring 2002 will have an
OUTERWEAR: integrated hangtag with the EAS embedded in it as shown below.
As the barcode is scanned, the hangtag must be passed over the
deactivation pad to be deactivated.
(Hangtag location may vary depending on style of jacket; it may be on
the sleeve instead.)
THIS
INTEGRATED
HANGTAG
MUST BE
DEACTIVATED.
SWIMWEAR: All swimwear over $15 for Spring 2002 will have a sew-in EAS tag in
the locations shown below:
You are issued with a role of green labels in order to do your job. The labels enable you to
identify items brought into the store for a return or exchange.
1. Place a label on merchandise brought into the store to be returned or exchanged. This is how
the Courtesy Desk Associates identify return merchandise that has come in through the front
doors.
2. Place a label on each item the Customer brings into the store. If the Customer brings in a
bag, open the bag and place a label on each item to be returned - don't just place the label
on the bag.
3. Once the items have been ticketed, direct the Customer to the
Courtesy Desk.
4. Keep the labels that are not being used in a secure area. Never
leave them unattended.
3. The Greeter needs to remove security tape and check the receipt matching it to
the store date and merchandise. Once the tape has been removed, destroy it.
Note that the tape has perforated inserts that should come apart when
removed.
4. If you encounter an item that does not have security tape or is not on the
receipt, do not panic. Call for a Customer Service Manager (CSM). They
are in charge of the front end and will take care of the situation for you.
Whatever you do, never accuse the Customer of anything. Always thank the
Customer for choosing Wal-Mart.
IMPORTANT NOTE!
The tape dispenser and any backup tape must be in a secure place at all times. If
security tape was to fall into the hands of a thief, it could be used to steal a lot of
merchandise.
Approaching the customer who has set off the system is the most critical
part of the Sensormatic program. Your approach should never be
aggressive, and you should never accuse or threaten a customer. When
approaching a customer who has set off the system, always remember to
smile, be courteous, friendly, and as discreet as possible.
?
An important reason to approach a customer who has set off an
alarm is to correct your own errors. Often the alarm goes off due to
an Associate forgetting to deactivate a label at the point of sale.
2. Log all tests and activations in the System Activity logbook as they
occur.
3. Daily, confirm the indicator number on the system corresponds with the last number in the
activity log.
3. Always speak
quietly and say,
“Excuse me
Sir/Madam, we
may have forgotten
to deactivate a
label on your
purchase. Come
back with me and
I’ll be happy to 4. At this time, ask the customer if you can look at their
deactivate it for receipt, explaining that you would like to see which
you.” Associate forgot to deactivate the label. (Check
merchandise receipt to get the operator number as well as
proof of purchase). Immediately note the occurrence
(operator number) in the System activity Log.
Once the label has been deactivated, return the merchandise to the customer and say: “Again,
I am sorry for the inconvenience – thank you for your co-operation!”
Never ask the customer to try walking through the pedestals again in order to ensure all labels
have been deactivated!
You will need to report these events to a Member of Management or Loss Prevention
associate.
Page 10 of 13 2003 Training & Development Dept.
EAS & PEOPLE GREETER TRAINING CCTP-502
Discreetly approach the customer (walk don’t run) and say, “Excuse
me, we must have forgotten to deactivate a label on your purchase. If
you come back to the register I will be happy to deactivate it for you.”
Discreetly approach the customer (walk don’t run) and say, “Excuse
me, we must have forgotten to deactivate a label on your purchase. If
you come back to the register I will be happy to deactivate it for you.”
If one customer is carrying a purchase and the others are not, approach
the customer with the package.
Take the merchandise and ask them if they would like to purchase the
goods. Take no further action! Note the incident in the System
Activity Log.
Do not pursue the customer! Note the incident in the System Activity
Log.
Example #1:
A customer sets off the alarm when leaving the store. When re-entering the store the alarm
goes off again.
Example #2:
A customer sets off the alarm and does not move away from the field of the pedestals. The
alarm will continue to sound and continue to add numbers to the console until the customer
moves away from the field.
In these situations all the numbers, which have been added to the console for each incident,
must be recorded in the System Activity Log.
The S.A.L. also monitors customers’ reactions (i.e. Was the customer pleasant, understanding,
agitated, hostile). The associate who responds to the alarm also needs to enter the appropriate
information code indicating the cause of the alarm.
RESOURCES
Ø ¹ “Bag Packing the Easy Way training video.”
REGISTER Listed below are the register receipt codes that print on the receipt
RECEIPT CODES next to the price of the item. These codes indicate the item’s tax and
associate discount status.
Receipt
Codes
PRICING AND The Price Override function should be used in the following situations:
SIGNING
ERRORS • Pricing or signing error
• Competition Ad
• Battery adjustment
• Customer satisfaction
The customer will get the lower price, either the scanned or the marked
price. Wal-Mart associates and their families (including anyone who is
eligible for a 10% discount) will receive the CORRECT price. The
Cashier must fill out the Customer Satisfaction Card (CSC).
Whenever the Cashier finds an error, they must enter one of the
following “Reason Codes” for the override. These codes will signal the
system to automatically take a markdown.
SCANNING If the scanned price of a non-price ticketed item is higher than the shelf
CREDIBILITY price, or any other displayed price, the customer is entitled to receive
PROGRAM the first item free, up to a $10 maximum. If a Code of Practice
problem cannot be resolved at the store level, please call 1-866-499-
4599 to register your complaint."
NOTE: The price override applies to the first item only: any
additional quantity being purchased by the customer will be sold at the
displayed price. Additional quantities will be price-overridden to the
displayed price as normal. Management should handle exceptions
accordingly.
TRACKING OF Please manually track the number of customer incidents you encounter
INCIDENTS: (weekly) as we roll out this procedure. You may be requested to
report the number of incidents to your district office.
EXPIRED CARD:
MANUAL Use the following procedures when the CSM must contact
APPROVAL FOR VISA/MasterCard, or American Express for a manual approval.
CREDIT CARDS
DEALING WITH There are times when CSMs and Cashiers must deal with unpleasant
CUSTOMERS situations. Successfully handling upset customers depend on positive
attitudes.
WHAT TO DO • Repeat what the customer has said. This accomplishes several
(CONT’D) goals:
∗ Repetition makes sure all of the facts are correct.
∗ The customers know that their problem is understood.
∗ Knowing exactly what happened will help determine the best
way to correct the situation.
• Use the customer’s name whenever possible. Our Company’s
CHANT (Customers Have A Name Too) program encourages all
associates to call customers by name whenever possible.
• Ignore abusive language. Do not take a customer’s anger
personally. The customer may have had a bad day before entering
the store. Whatever happened may have set them off. When a
customer is abusive, think of it as a challenge to exceed their
expectations.
• Respond to the customer. Do not make the customer wait any
longer than necessary. If you or another associate have made an
error, apologise sincerely.
• If the customer is angry about a particular policy or procedure:
∗ Explain why Wal-Mart has the policy or procedure.
∗ Ask the customer if they understand why Wal-Mart has the
policy. The customer may agree that the policy is in the best
interest of the customers and the Company.
∗ If the customer does not agree, and there is no way to correct
the problem; acknowledge the problem and repeat the original
explanation. At this point there may be nothing else to do.
Call a member of management if necessary.
∗ Remember, smile and be courteous at all times.
• Talk softly whenever a customer raises their voice. A softening
voice tone can calm an angry customer.
• If the problem is something you can not correct:
∗ Call a member of management immediately.
∗ If possible, stay with the customer until management arrives.
∗ When management arrives, introduce them to the customer.
∗ Tell management what happened to make the customer upset.
BARCODES
NORMAL UPC A normal UPC (Universal Product Code) will consist of ten digits
located directly below the barcode. At times there will be an
additional digit following the barcode, this is a check digit and
should be ignored.
Check digit
0 1280012112 5 Should be
ignored
BARCODES
SUPPRESSED A suppressed UPC is a barcode that has been reduced from the
UPC normal 10-digit barcode to a 6-digit barcode. A suppressed
barcode will always have a zero to the left of the barcode known
as the number system character. These are typically found on
Department 01 items (e.g. gum, candy bars).
Number
System 0 128001 5
Character
BARCODES
ELEVEN DIGIT/ This type of barcode is very similar to a normal UPC, except it
CHECK DIGIT will always have a digit to the left of the barcode known as a
BARCODE number system character. If this digit is a “3,” “4,” or “7,” key it
in as part of the barcode. If the number system character is
anything other than a “3,” “4,” or “7,” it should be ignored and the
barcode treated as a normal UPC. Often the Eleven Digit/Check
Digit Barcode will also have a check digit. As with the normal
UPC barcode, this check digit should be ignored.
BARCODES
REACT A react number is a Wal-Mart generated number. It is a nine-digit
NUMBER item number that was developed to track the sales of individual
BARCODE items. This type of barcode is most often found on the tickets of
apparel merchandise.
WAL-MART
DEPT. 34
SIZE
8
$12.93
3401 20993
BARCODES
TWELVE DIGIT On a few items, mostly bedding, there is a barcode with twelve
BARCODE digits instead of the normal ten. The middle ten digits are what
Wal-Mart uses. When hand scanning, drop the first and last
digits.
012800121125
VISUAL VERIFY The guidelines that apply to look-up numbers also apply to visual
verify numbers. Visual verify numbers are used for items that are
not scannable and have multiple price points. Visual verify
numbers do not have a specific price, therefore the Cashier must
key in the price. The authorised codes are:
· Prescriptions, Pharmacy 38
· Licenses (Fishing, Hunting) 902
· Processed Film The barcode on the package
will activate a prompt for
visual verify.
BARCODES
FABRIC When the customer brings cut fabric to the checkouts, it will have
TICKETS a scannable fabric ticket attached. The fabric ticket contains
barcodes that indicate the product and its length. When the
Cashier scans both barcodes, the register will calculate the price
and print the price per yard, amount purchased, and the extended
price on the receipt. The Cashier must destroy the fabric tickets at
the time of purchase for proper control.
FABRIC TICKET
PRODUCT
2083078111128
TOTAL: $9.62
LENGTH
5.20 meters
4 89993 00520
FABRIC TICKET
RINGING SALE Customer will present two fabric sales slips with his/her purchases
at the checkout registers (one copy is kept by the cashier, and the
second copy goes with the customer's purchase).
The cashier must compare each merchandise item with the entries
on the sales slip (customer could easily switch fabric pieces after
sales slip is written up).
Questionable items or entries should require a price check by the
sales associate or Department Manager in Fabrics. Ring each
individual item by total amount. Proceed with sale per standard
procedure. Fabric sales slip is to be cancelled by use of felt pen,
making an "X" on the face of slip to prevent ticket from being
reused. Ticket is to remain attached to purchase as proof of sale
should customer have need in returning.
CSC CARD
There are three reasons why the marked price and the scanned price could differ:
· Pricing or signing errors
· Competition Ad
· Not-on-file items
EXAMPLE: Customer Satisfaction Card
WMO-108
CUSTOMER SATISFACTION CARD
Operator #_________________________
Date:__________Register NO_________
UPC # ____________________________
Description ________________________
__________________________________
__________________________________
Department_________________________
Quantity:_________Sold at $_________
CSM:______________________________
Won’t Scan Because
o Item Not on File (NOF)
o Damaged UPC Code
o _________________________
---------------------------------------------------------
o Pricing Error
Scanned at $ _________________
o Competitor’s Ad from_____________
UPC Clerk:_________________________
On Hands Adjusted? o yes o no
If yes, Quantity Adjusted:________
MU/MD:____________________________
GOOD CHEQUE
ACCOUNT NUMBER:
234567898-12345678
IDENTIFICATION:
Enter you Id ( to be used only if the simulated good check is inoperable)
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
$
o
dollars
Bank of Mississauga
oMemo o
BAD CHEQUE
ACCOUNT NUMBER:
234567898-87654321
IDENTIFICATION:
TX 00000000 ( to be used only if the simulated good check is inoperable)
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
$
o
dollars
Bank of Mississauga
oMemo o
COUPONS
When accepting a coupon be sure to verify:
· The item matches the coupon: size style etc…
· The expiration date.
· If there’s a barcode
· If there’s an address to send the coupon to.
· Enter the price on the free coupon.
COUPONS
When accepting a coupon be sure to verify:
· The item matches the coupon: size style etc…
· The expiration date.
· If there’s a barcode
· If there’s an address to send the coupon to.
· Enter the price on the free coupon.
COMPETITION AD
When accepting a competitor’s ad ensure:
· The item matches the item in the ad : size , style etc…
· The ad is current.
BARCODE #1
BARCODE #2
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
$
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 87654321
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 87654321
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 87654321
BAD CHEQUES
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 87654321
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 87654321
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
$
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 87654321
GOOD CHEQUES
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
$
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 12345678
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 12345678
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 12345678
GOOD CHEQUES
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 12345678
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
o 20
o
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 12345678
Void Void Void Void Void Void Void Void Void Void
Void
174
Don’t Cash Me
P 1940 Argentia
Mississauga J7V 8K7
o 20
o
$
o dollars
Bank of Mississauga
oMemo o
¶:234567898¶: 12345678
Date: Cash #: Store # :
YES NO
Aggressive hospitality, eye contact, smile.
Cash area is maintained tidy and organised.
The cashier verifies on the screen if the price is correct.
The cashier verifies all opened packages.
The cashier looked inside packages. ( LISA)
The cashier asked, “Did you find everything”?
The cashier used the mirror to look on the bottom of the
basket.(BOB)
The cashier called to verify a switched label. ( “too good
to be true”)
The cashier has deactivated all the Sensormatic tags.