BARNES AND NOBLE COLLEGE BOOKSELLERS, INC. JOB DESCRIPTION AND STANDARDS OF PERFORMANCE

Transcription

1 BARNES AND NOBLE COLLEGE S, INC. JOB DESCRIPTION AND STANDARDS OF PERFORMANCE JOB TITLE: PURPOSE: To assist in operating a superior customer oriented, efficient, well-merchandised, bookstore that best serves the academic community and Barnes & Noble College Booksellers, Inc. ACCOUNTABILITY: To adhere to Company policies, procedures and standards of performance in customer service and store operations. [Additional responsibility for full-time booksellers]: Assist the department Supervisor in the training and development of part-time and temporary employees if requested to do so. DUTIES AND RESPONSIBILITIES: Demonstrate the Company s commitment to superior customer service. Maintains positive campus relationships through direct interaction with campus faculty and staff employees. Maintain a clean, functional work environment. Ensure the security of all Company assets for your designated department. Participate in a free flow of communication within the store and with the Store Manager. Participate in the daily operational activities of the store as directed. (Please familiarize yourself with all operational activities of the store listed in this job description. Your actual areas of responsibility have been indicated on the appropriate pages.) Perform other duties as directed by supervisory personnel. Page 1 11/13/06

2 1. DEMONSTRATE THE COMPANY S COMMITMENT TO SUPERIOR CUSTOMER SERVICE IN ALL TRANSACTIONS. a. Assist customers as a top priority to all other activities. b. Adhere to Company s customer service policies and procedures. c. Refer all customer complaints to the appropriate Supervisor or Manager if unable to assist the customer. d. Greet all customers upon entering the store by smiling, saying hello and offering assistance in a friendly, helpful manner. Follow through and thank customer by name. e. Dress in accordance with Company dress code and wear a name badge. f. Within four rings, answer the telephone courteously, including identifying the store and yourself to customers and offer assistance. 2. MAINTAINS POSITIVE CAMPUS RELATIONSHIPS THROUGH DIRECT INTERACTION WITH CAMPUS FACULTY AND STAFF EMPLOYEES. a. Interact with faculty, administration and staff members in a friendly and helpful manner at all time. b. Comply with contractual obligations with the college/university as directed by the Store Manager. 3. MAINTAIN A CLEAN AND FUNCTIONAL WORK ENVIRONMENT. a. Perform housekeeping duties as assigned and maintain cleanliness of the store as needed. b. Keep Company equipment clean and operable when finished. Notify supervisor if any equipment is not in working condition. c. Maintain a workplace free of safety problems. d. Leave working area in a clean, orderly manner. 4. ENSURE THE SECURITY OF ALL COMPANY ASSETS FOR YOUR DESIGNATED DEPARTMENT. a. Lock all doors and windows when not in use. b. Remove any trash in clear plastic bags and flatten used cartons. c. Ensure that customer books, bags, and backpacks are placed in the appropriate area, if applicable. d. Keep personal belongings in lockers or areas designated by your supervisor. e. Learn and understand emergency plans in effect for the store. f. Report employee and customer accidents or incidents to your direct supervisor immediately. g. Do not use Company assets (phone, , UPS, check cashing, computers, merchandise, equipment, etc.) for personal reasons. h. Ensure that displays and end caps will not obstruct the view of store personnel. i. Read and understand the Communication Center. j. Notify a supervisor or manager if you suspect a customer shoplifting. 5. PARTICIPATE IN A FREE FLOW OF COMMUNICATION WITHIN THE STORE AND WITH THE STORE MANAGER. a. Attend all scheduled staff meetings. Page 2 11/13/06

3 b. Read all memos written for store employees. 6. PARTICIPATE IN THE DAILY OPERATIONAL ACTIVITIES OF THE STORE AS DIRECTED. (PLEASE FAMILIARIZE YOURSELF WITH ALL OPERATIONAL ACTIVITIES OF THE STORE LISTED IN THIS JOB DESCRIPTION. YOUR ACTUAL AREAS OF RESPONSIBILITY HAVE BEEN INDICATED ON THE APPROPRIATE PAGES.) 7. PERFORM OTHER DUTIES AS DIRECTED BY SUPERVISORY PERSONNEL. a. Complete all assigned duties in any area of the store or in any capacity directed by supervisory personnel. POSITION REQUIREMENTS (Education, Experience, and Skills): See job descriptions of appropriate department. MINIMUM PHYSICAL REQUIREMENTS: See job descriptions of appropriate department. Page 3 11/13/06

4 TEXTBOOK 1. Complete assigned duties to ensure that the textbook timeline of stocking, selling and returning of textbooks is completed as per company guidelines. 2. Assist in the receiving and return of books in the textbook department for each term. 3. Familiarize yourself with sources of obtaining textbook information, i.e. Textaid or manual system. 4. Familiarize yourself with the location of all textbooks and set-up of overstock areas. 5. Assist the Supervisor, before the start of classes, in the layout and setup of the textbook sales floor, course related materials and overstock areas. 6. Verify that the author and title match the information on the shelf tag when shelving books. 7. Confirm prices when putting books on the shelf to ensure consistency. 8. Shelve books so that used books are in front and on top of the stacks. 9. Complete buybacks accurately and according to established schedules. 10. Maintain textbook inventory classifications as directed. 11. Adhere to the textbook timeliness. 12. Notify management when book inventories are running low. 13. Assist Supervisor in establishing and communicating to all employees a weekly message outlining priorities and updates. 14. Assist customers in finding books for courses. 15. Maintain reconciliation stickers on shelf tags as books are shelved. POSTION REQUREMENTS (Education, Experience, and Skills): High School Diploma or G.E.D No related experience is necessary. Detail oriented, organizational skills and effective interpersonal skills. Ability to operate a computer. MINIMUM PHYSICAL REQUIREMENTS: Ability to speak clearly on telephone. Ability to stand for 4 to 8 hours per day. Ability to sit for 2 hours per day. Ability to read a computer screen for 2 hours per day. Ability to manually operate keyboard or adding machine. Page 4 11/13/06

5 GENERAL MERCHANDISE 1. Know and promote store discount policies, and keep abreast of in store promotions. 2. Know basic store layout and be able to answer general questions about the entire store. 3. Follow Company procedures regarding the use of electronic systems: Intrepid / POS. 4. Notify Department Manager immediately to ensure all voids are done in accordance with Company standards. 5. Operate cash register when necessary. Follow Company standard for check acceptance, credit cards. 6. Scan all merchandise in accordance with Company policies in POS stores. 7. Ensure that stock is rotated to prevent spoilage with stocking candy or food. 8. Display items according to diagrams and instructions. 9. Ensure accurate and effective visual merchandising within department. Restock missing items, keep endcaps and register areas full. 10. Process returns in a timely manner. 11. Maintain all current DEAL items, Plan-O-Grams and signage. POSTION REQUREMENTS: High School diploma or equivalent Ability to follow directions. Excellent customer service skills. Excellent communication skills. MINIMUM PHYSICAL REQIREMENTS: Ability to speak clearly on telephone. Ability to stand for up to 8 hours a day. Page 5 11/13/06

6 CASH OFFICE 1. Assist in the completion of all appropriate paperwork. 2. Assist in meeting all of the deadlines set forth by your supervisor. 3. Assist in meeting all Company standards with regards to bad check, or bad credit card collection. Also assist in the research of all disputed credit card transactions assuring proper follow-up is completed. 4. Assist in the monthly balancing of all Accounts Receivable and maintenance of A/R activity log and control log. 5. Assist in the monthly processing of markdowns, both controllable and uncontrollable. 6. Assist in processing the Expense Transmittal Form to Expense Payable. 7. Prepare bank deposits daily and as cash pulls occur, make deposits within 24 hours or prepare for armored car pickup. 8. Prepare drawer sheets daily for each pull and/or cashier. 9. Count operating fund at least once per day, twice during Rush. 10. Prepare a separate cash drawer reconciliation worksheet daily for each cash register in use, buyback registers and refund registers. Maintain cashier integrity by ensuring one cashier per drawer per shift. 11. Resolve cash discrepancies and inform supervisor of any discrepancies. 12. Close all charge terminals. (If extra terminals are available, pull a terminal, close it in the cash office to match the pull, and put the clean one out with the next cashier shift). 13. Process all gift certificate transactions and prepare inventory of unsold gift certificates at the end of the retail month. 14. Prepare credit memo summary upon completion of each credit memo book in non-pos stores. 15. Ensure that cash office door and safe are locked at all times. 16. Follow up on unmatched receiving reports and in Manual Stores provide Store Manager with key rec s and returns paperwork on a daily basis. 17. Request invoices from vendors for all unmatched key rec s within 30 days. 18. Follow-up on all unresolved invoices to ensure that they are approved or credit is issued within the vendor s terms. POSITION REQUIREMENTS (Education, Experience, and Skills): High School diploma or G.E.D. Ability to follow instructions. Ability to work under pressure. Ability to meet deadlines. Detail oriented. Ability to problem solve. Ability to operate a calculator/adding machine/keyboard. Mathematical ability; figure aptitude. MINIMUM PHYSICAL REQUIREMENTS: Ability to speak clearly on telephone. Ability to sit for up to 8 hours. Page 6 11/13/06

7 CASHIER 1. Process and have approved by direct Supervisor all void and refund transactions. 2. Process departmental A/R s if assigned. 3. Process all charge and check transactions properly and obtain/voice authorization as needed. 4. Have all tax exempt sales approved before processing. 5. Process all credit memo redemption transactions accurately and at time of transaction. 6. Ring all merchandise into the assigned cash register with correct price and product classification. 7. Ask all customers if they have found everything they were looking for. 8. Properly bag all purchases for customers. 9. Scan all merchandise if POS scanning is in effect in store. 10. Process all buyback transactions accurately as they occur. 11. Process all coupon redemption transactions at the time of transaction. 12. Process all gift certificates sales and redemption transactions accurately. 13. Provide all customers with a receipt. 14. Thank all customers for shopping at the bookstore, using their name when possible. 15. Price merchandise and other activities that can be performed when not busy at cash register. 16. Keep cash wrap area neat and free of debris and unnecessary clutter. POSTION REQUREMENTS (Education, Experience and Skills): High School diploma or G.E.D. Knowledge of U.S. currency. Ability to accurately count cash and give change. Ability to follow directions. Ability to communicate clearly with customers. Ability to work under pressure. Ability to work as a team member. Detail oriented, effective interpersonal skills. Ability to perform multiple tasks. MINIMUM PHYSICAL REQUIREMENTS: Ability to stand for up to 8 hours. Ability to ring register for up to 8 hours. Page 7 11/13/06

8 SHIPPING/RECEIVING 1. Receive merchandise into the store inventory and process returns. 2. Count all incoming merchandise shipments (except US mail) and verify against the shipper/carrier s bill of lading and/or manifest. Inspect incoming cartons for damage. 3. Log or key rec incoming shipments of merchandise for sale within 24 hours of receipt. 4. Price all incoming merchandise using the established pricing method and medium as cartons are opened. 5. Prepare and pack all merchandise for returns properly as returns are required. Review un-polled return reports weekly. 6. Ship merchandise returns by the appropriate carrier, based on weight and the freight routing instructions as returns are made. 7. Process all wholesale guide shipments. 8. Process all bounced returns according to Company guidelines. 9. Prepare bounced returns on merchandise that is damaged in transit and file claim with carrier as damaged merchandise is received. Intrepid / POS / Bookmaster Store 1. Check in shipment against Intrepid receiving worksheet. 2. Follow Company procedures regarding the use of electronic systems. POSITION REQUIREMENTS (Education, Experience and Skills): High School Diploma or G.E.D. Ability to count and verify shipments against pack slips. Ability to read bill of lading. Ability to adhere to timelines. Ability to follow directions. MINIMUM PHYSICAL REQUIREMENTS: Ability to lift and carry up to 70 pounds. Ability to operate hand trucks. Ability to stand for 4 to 8 hours per day. Ability to sit for 4 hours per day. Ability to travel on campus. Page 8 11/13/06

9 TRADE 1. Escort customer to the correct section, put the book in the customer s hand, and suggest related titles and authors. 2. When unfamiliar with a title, know how to use Bookmaster Title Look-Up and store s unique application of it, find information and put the title in the customer s hand. 3. Know all steps in special order process, and order and offer to special order titles for customers. 4. Know and promote store discount policies and keep abreast of special promotions. 5. Learn each week about bestselling and new release titles. Learn backlist titles by shelving in different sections. Review campus Bestseller list. 6. Record all customer requests for out-of-stock or non-stocked titles on the BookMaster shortlist or store s request to order list. 7. Scan all books into register. 8. Know monthly events calendar and promote in-store events to customers, where applicable. 9. Contribute a book recommendation monthly to the Staff Recommends Program, and handsell whenever possible. 10. Know basic store layout, general bookstore and specialty department information and be able to answer general customer questions about entire store. 11. Check and complete all your daily assignments provided by Department Manager and/or Supervisor. 12. Shelve and display books according to merchandise guidelines. 13. Assist in maintaining stock levels by shelving, checking overstocks, completing returns, and doing stock counts. 14. Assist in building and maintaining merchandise displays on tables, endcaps, and store window. 15. Assist in maintaining attractive, alphabetized sections. POSITION REQUIREMENTS (Education, Experience, and Skills): High School diploma or equivalent work experience. Prior retail/customer service, bookstore experience preferred. Excellent communication skills and a commitment to customer service. Computer literate. MINIMUM PHYSICAL REQUIREMENTS: Ability to speak clearly on telephone. Ability to stand for 4-8 hours per day. Page 9 11/13/06

10 CLOTHING 1. Hang all clothing on appropriate hangers by size and color. 2. Follow Company procedures regarding the use of electronic systems; Intrepid / POS 3. Maintain clearance clothing racks by size. 4. Ensure that clothing is always neatly displayed. 5. Display items according to diagrams and instructions. 6. Ensure that a well organized, neatly arranged presentation of merchandise is maintained on the sales floor. 7. Maintain organized backstock (overstock) area enabling you and others to adequately fill in sales floor. 8. Maintain knowledge of school specific information which would affect ordering, merchandising activities; i.e. school teams, intramural, parents days, freshman orientation, game days, etc. 9. Merchandise any display windows and other display locations according to seasonal themes incorporating new products from all departments, with clean, professional signage. 10. Verify retail prices on garments when received. Notify the Merchandising Department of Vendor errors. Ensure that all items scan (Intrepid Store). POSTION REQUREMENTS: High School diploma or G.E.D. Ability to follow directions. Excellent customer service skills. Excellent communication skills. MINIMUM PHYSICAL REQIREMENTS: Ability to stand for up to 8 hours a day. Page 10 11/13/06

11 SUPPLIES 1. Maintain accurate inventory levels with core assortments and appropriate Plan-O-Gram. 2. Order merchandise from approved vendors only. 3. Follow Company procedures regarding the use of electronic systems: Intrepid / POS/Supply Line. 4. Confirm order quantities with the Store Manager or supervisor. 5. Ensure that all end cap and register displays in department and at point of sale are kept full at all times. 6. Setup, maintain and take inventories on Plan-O-Gram and DEAL items monthly and order in Supply Line. 7. Inventory and order imprinted goods on an established schedule. 8. Maintain contact with departments and professors to obtain course-required supply lists. Follow through and order items in time for Rush. 9. Maintain knowledge of technical areas as necessary to provide appropriate merchandise i.e. art, medical, engineering, etc. 10. Ensure that a well-organized, neat overstock area is maintained. 11. Ensure that all mark ups and markdowns are completed accurately and according to schedule. POSTION REQUREMENTS: High School diploma or G.E.D. Ability to follow directions. Excellent customer service skills. Excellent communication skills. MINIMUM PHYSICAL REQIREMENTS: Ability to stand for up to 8 hours. Page 11 11/13/06

12 TRADE SPECIAL ORDER COORDINATOR 1. Take customer to correct section, put the book into the customer s hand, and suggest related titles and authors. 2. When unfamiliar with a title, know how to use Bookmaster Title Look-Up and store s unique application of it, find information and put the title into the customer s hand. 3. Know all the steps in our special order process, and offer to special order titles to customers. 4. Know and promote store discount policies, and keep abreast of special promotions. 5. Learn each week about bestselling and new release titles by reviewing the New York Times Book Review and Publisher s Weekly. Learn backlist titles by shelving in different sections. 6. Record all customer requests for out-of-stock or non-stocked titles on the Bookmaster shortlist. 7. Within four rings, answer the telephone courteously, including identifying the store and yourself. 8. Know basic store layout, general bookstore and specialty department information, and be able to answer general customer questions about entire store. 9. Notify Manager on duty when circumstances prevent helping all customers quickly. 10. Know monthly events calendar, and promote in-store events to customers, where applicable. 11. Contribute a book recommendation monthly to the Staff Recommends Program, and handsell whenever possible. 12. Assist Trade Department Manager in maximizing the growth of the Trade department by planning and maintaining a functional Special Order Process. 13. Assist Trade Department Manager in achieving goals established in annual Financial and Business Plans. 14. Maintain consistent sales focus as outlined in the Financial Plan. 15. Know special order process and ensure that the Special Order process is completed in accordance with Company schedules and guidelines. 16. Process all customer special orders in Bookmaster by running a daily electronic shop to Vendors and the Company special order department. 17. Maintain and fulfill special order titles and oversee their prompt and accurate receipt. 18. Promptly and courteously notify customers when books are not available and cancel orders accordingly. 19. Follow-up on HOLD orders and outstanding purchase orders on a monthly basis. 20. Assist in returning unsold publisher special orders. 21. Purge special orders in Bookmaster older than 4 months. 22. Purge special order HOLDS at the Cashwrap area on a weekly basis. 23. Assist Trade Department Manager and Community Relations Coordinator in ordering books for special promotions and book signings. POSITION REQUIREMENTS (Education, Experience, and Skills): High School diploma or G.E.D. Some college preferred. 1-3 years prior retail experience, bookstore environment preferred. Excellent organizational skills and aptitude for detail. Ability to operate a computer. MINIMUM PHYSICAL REQUIREMENTS: Ability to speak clearly on telephone. Ability to sit for 4-8 hours per day. Ability to read a computer screen for 2-4 hours per day. Page 12 11/13/06

13 LOSS PREVENTION 1. Follow policies and procedures for Loss Prevention techniques and practices. 2. Initiate, develop, follow through in store apprehensions and adhere to laws pertaining to thefts, frauds and store apprehensions. 3. Promote and further the interests of the Loss Prevention Department in relation to the Company. 4. Read and understand store policies and procedures pertaining to loss prevention. 5. Maintain and update resources and periodicals relating to retail security. 6. Work in cooperation with Loss Prevention Manager. 7. Ensure the Loss Prevention Window is covered during all hours of operation. 8. Secure the store at opening/closing times. 9. Request all visitors to sign in/out at the Loss Prevention Window. 10. Ensure merchandise is properly controlled to minimize shrink. 11. Ensure that proper procedures for securing the store s interior and exterior perimeter are followed. 12. Ensure that all employees belongings are kept in lockers or approved areas and that purchases are checked prior to leaving the store. 13. Follow established procedures for store emergencies including: fire, bomb, robbery, blackout, etc. and train employees in procedures. 14. Provide presence on the floor (plain clothed). 15. Enforce the store policy usage of the employee exit/entrance. 16. Monitor customer entrance (CCTV or in person). 17. Respond to alarm calls at the store. 18. Ensure that the sales and non-sales areas are being monitored during the day by loss prevention staff. 19. Assist department manager with over/shortage investigations. 20. Maintain store Electronic Article Surveillance equipment as needed. 21. Follow through on court appearances when necessary (local government and/or campus police.) 22. Communicate any questions or concerns regarding internal cases to the Loss Prevention Manager. 23. Read and understand the Loss Prevention Hotline and ensure that the telephone number is kept posted in the employee area of the store. 24. Read and understand the Barnes & Noble College Booksellers, Inc. Store Detective Manual. POSITION REQUIREMENTS (Education, Experience, and Skills): High School Diploma or G.E.D. Six months to 1 year related experience. Ability to maintain confidentiality. Ability to understand and follow instructions. Ability to problem solve. Detail oriented. Analytical skills. Interpersonal skills. Mathematical ability; figure aptitude. Ability to read a computer screen for 3-6 hours per day, depending on department. Ability to meet deadlines and work under pressure. Ability to prioritize work and work on several tasks simultaneously. Organizational skills. Page 13 11/13/06

14 MINIMUM PHYSICAL REQUIREMENTS: Ability to speak clearly on telephone. Ability to stand for 4 hours per day. Ability to sit for 2 hours per day. Page 14 11/13/06

15 COMMUNITY RELATIONS COORDINATOR 1. Take customer to correct section, put the book into the customer s hand, and suggest related titles and authors. 2. When unfamiliar with a title, know how to use Bookmaster Title Look-Up and store s unique application of it, find information and put the title into the customer s hand. 3. Know all the steps in our special order process, and offer to special order titles to customers. 4. Know and promote store discount policies, and keep abreast of special promotions. 5. Learn each week about bestselling and new release titles by reviewing the New York Times Book Review and Publisher s Weekly. Learn backlist titles by shelving in different sections. 6. Record all customer requests for out-of-stock or non-stocked titles on the Bookmaster shortlist. 7. Within four rings, answer the telephone courteously, including identifying the store and yourself. 8. Know basic store layout, general bookstore and specialty department information, and be able to answer general customer questions about entire store. 9. Notify Manager on duty when circumstances prevent helping all customers quickly. 10. Know monthly events calendar, and promote in-store events to customers, where applicable. 11. Contribute a book recommendation monthly to the Staff Recommends Program, and handsell whenever possible. 12. Position the bookstore within the academic community as a scholarly and educational resource. 13. Interact with local community members in a friendly and helpful manner at all times. 14. Maximize sales through in-store events and community outreach. 15. Make contacts and participate in meetings with students, faculty, staff members and appropriate administration. 16. Plan and organize calendar of events, ensuring that the store has appropriate and consistent events for the different customer groups within the community (students, faculty, staff and local.) 17. Review calendar of events with Trade Manager prior to making commitments for an event. 18. Design and print a monthly calendar within Company guidelines and make available on a timely basis. 19. Send monthly calendar to the Book Merchandising Department and Regional Manager monthly. 20. Stay abreast of the community and world events, identifying opportunities for in-store events. 21. Work with the Marketing Department at Boston University to ensure monthly sign package promotional collateral has arrived in store and is displayed. 22. Work with the Marketing Department at Boston University for events scheduled through the Home Office. 23. Manage the creation, distribution, and placement of in-store event signs and flyers. 24. Work with Department Manager to ensure that returns are completed quickly and efficiently. 25. Research, compile and maintain a list of all local and faculty authors. 26. Research, compile, and maintain a list of all local and faculty authors and of all organizations in the community, e.g. Library Guild. 27. Coordinate, develop and promote in-store events. 28. Coordinate with Department Manager to oversee the appropriate in-store display of product for author signings and events. 29. Coordinate any needed local ordering with Department Manager to ensure the proper amount of books are on hand for an event. 30. Ensure the process of developing and executing special events and promotions are completed in accordance with Company schedules and guidelines. 31. Manage the flow of and meet with prospective business ventures. 32. Analyze and select events to host and/or sponsor which are in accordance with annual Financial and Business Plan. 33. Establish effective and cost-efficient means for advertising. 34. Control expenses by selecting best choice within budget parameters, e.g. production costs, etc. Page 15 11/13/06

16 35. Complete and submit to expense payable, necessary check requisitions to ensure payments are secured prior to the day of event. 36. Provide follow-up report/analysis to Department Manager upon completion of event. 37. Establish and maintain Accounts Receivable profiles for neighborhood schools and businesses to increase customer traffic. POSITION REQUIREMENTS (Education, Experience, and Skills): High School diploma or G.E.D. Some college preferred. 3+ years public relations/community relations experience. Excellent communication skills and effective interpersonal skills. Excellent organizational skills and aptitude for detail. Computer literate. MINIMUM PHYSICAL REQUIREMENTS: Ability to speak clearly on telephone. Ability to sit for 4-8 hours per day. Ability to read a computer screen 2-4 hours per day. Ability to work independently. Page 16 11/13/06

17 BARNES & NOBLE COLLEGE S, INC. JOB DESCRIPTION AND STANDARDS OF PERFORMANCE As Barnes & Noble College Booksellers, Inc. continues to grow, it becomes increasingly important that we each know what our job responsibilities are and the role we play in the organization. The preceding job description outlines your function. Together with the standards of performance for your position, it provides you with established guidelines. It will be periodically revised and distributed to you. The statements contained in this job description and standards of performance are intended to describe the general nature and level of work being performed by this job. They are not intended to be construed as a full list of responsibilities, duties and skills required. Please read this job description carefully and ask your Supervisor to clarify any area that you wish. When you have read the description and feel you understand its content, please sign the acknowledgement below. I,, have read and understand the job description for the position of and have received a copy of this job description and standards of performance. PRINT NAME: DATE: STORE #: Page 17 11/13/06