CASHIER ACTIVITIES. FIND THIS FACT! What are 2 Ghirardelli security policies for cashiers?

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1 CASHIER ACTIVITIES ACTIVITY #1 - CASHIER FLASH CARDS (gray) These work the same way as the other flash cards. See the description of the Basic Guest Service flash cards for information about how the flash cards work and what they re for. FIND THIS FACT! What are 2 Ghirardelli security policies for cashiers? Where did you find this fact? (might be more than one place) FIND THIS FACT! Why do we say that the pace of the store is in your hands? Where did you find this fact? (might be more than one place) Ghirardelli 2006 Activities page 7

2 ACTIVITY #2 WHILE YOU WORK What to Do When you are working as a cashier, this activity gives you a chance to think about a few things that will help you learn while you work. Each shift your buddy or coach will give you something different to pay attention to. How it will Work Before your shift, your buddy or coach will let you know what your focus is that day. At the end of the shift, they ll get with you to see what you found out. You might be asked to tell about: What were your most successful upselling/suggestive selling techniques? What were the most popular add-on s? What were the most popular substitutions on fountain orders? Which were your most difficult tasks? What guest issues came up that you had to handle? The Purpose of this Activity As you learn to work as a cashier, it will help you to notice certain aspects of your job so you can learn faster and ask questions to help focus and support your learning. And remember what s important. Materials Just your eyes and your brain Ghirardelli 2006 Activities page 8

3 ACTIVITY #3 - FIRST THINGS FIRST What to Do As a cashier, you ll need to know how to quickly ring up your guests orders. There s a specific order to how you should ring up transactions. This includes credit-card transactions, gift cards, discounts, substitutes, sides, extras etc. In this activity, you ll take the scenarios on the activity sheet and list which register buttons you ll press in which order to ring up these transactions. The sequence matters if you re going to ring them up correctly. How it will Work You can do this activity whenever you have an activity period AND the shop is slow enough for you to have a register to use to refer to the buttons. At busier stores, this may be before or after business hours. Check with your coach or buddy first to make sure. The activity sheet gives several real-life scenarios. Look at an actual register screen and write down the sequence of register buttons you ll press to ring up the order. Once you are done with all the scenarios, review your answers with your coach or buddy. The Purpose of this Activity You ll get a variety of different transactions and guest requests as a cashier. Your job is to ring them up as quickly and accurately as possible. To be accurate, you need to know the order of which register buttons to press. If the order is incorrect, you may over or under charge your guests. This activity will help you learn the sequence so that you can ring up your guests perfectly when the real transaction comes. Materials Activity sheet Register Ghirardelli 2006 Activities page 9

4 ACTIVITY SHEET FIRST THINGS FIRST Write your answers to the questions in the spaces below. You should be referring to the buttons on the register itself when you do this so check with your coach or buddy first to make sure the register is free for you to use. This activity may need to be done before or after business hours. 1. A guest walks up to the register, orders a hot fudge sundae and a banana split, and says she would like to pay cash. What buttons do you push (and in what order) to make this happen? 2. A retail guest approaches with a small bag of squares and a 60-count bag. How would you ring this one up using the guest s credit card? Can they use a debit card the same way? 3. A guest asks for a brownie sundae and a large coffee drink. He is paying with a gift card. Which register buttons would you push to accomplish this? 4. A group of 4 guests come in and order 4 caramel sundaes and 3 coffee drinks. They are paying cash. After you have input all of the items and are waiting for payment, they ask for separate checks. What do you do? 5. In what circumstances would you use the Don t Make button and where, exactly, is it located? continued on the next page Ghirardelli 2006 Activities page 10

5 6. When would you use the Type It button and where is it located? 7. How would you tell the fountain to substitute strawberry ice cream for vanilla in a hot fudge sundae? 8. What is the most efficient way to ring up retail items when they have 4 or 5 of the same item? What buttons would you use to ring up 8 60-count bags? 9. A guest comes in to use a $20 gift card. Her retail purchases total $28.45, and she would like to pay cash for the extra $8.45. How do you use both the gift card and cash? What if she asks you to take a personal check for the $8.45? 10. A guest orders a hot fudge sundae, then asks for no whipped cream, no nuts and no cherry. Do you order a hot fudge sundae or tell them that it would be less expensive to order ice cream and add the fudge sauce? Ghirardelli 2006 Activities page 11

6 ACTIVITY #4 - RING IT UP! What to Do You want to make sure that the first time you ring up a guest for real, it s as smooth as possible. Since you re still learning to be a cashier, this activity has you put the register in training mode and practice ringing up sales. How it will Work You can do this activity whenever the shop is slow enough to allow you to use one of the registers for training. At busier stores, this may be before or after business hours. Check with your coach or buddy before you start the activity to make sure. The activity sheet gives you some common cashier scenarios. Using the job aid and cashier reference materials, practice ringing up the scenarios in training mode on your register. After you complete each scenario, print out the receipt and check your work. See if you can spot any errors. If there are mistakes, no problem just re-do the scenario. If it seems right, move on to the next one. When you finish all the scenarios, review the receipts with your coach or buddy. They will check your work and let you know if there is anything you need to fix. And take the register out of training mode! Sometimes, the price will come out differently depending on how you ring it up your coach or buddy can let you know if you rang it up correctly by seeing how it was priced on the receipt. The Purpose of this Activity There are many different things to think about when ringing up a guest on the register. The best way to learn is to practice ringing up guests in a safe way, with no pressure about mistakes that s what this activity lets you do. Materials job aid Activity sheet Ghirardelli 2006 Activities page 12

7 ACTIVITY SHEET RING IT UP! Don t forget to put your register in training mode before you start! (And take it back out of training mode when you re done!) Ring up each transaction below and answer the questions in the space provided. 1. A guest comes up to your register. She has two 60-count bags of squares and also orders a coffee. What is the total? 2. A guest orders a vanilla milkshake, a bottle of water and a cookie. What is the total? What additional steps would you take if the guest paid with a credit card? 3. A guest comes in and orders a 2-scoop cone and a caramel sundae with no whipped cream and one extra scoop of chocolate ice cream on the sundae. How would you ring that up? 4. A guest tells you they would like a banana split, with raspberry sauce and chocolate sauce only. How would you ring that up? 5. A guest orders a strawberry malted milkshake, a hot chocolate and an iced cappuccino. He wants to pay with a cashier s check. What do you do? continued on the next page Ghirardelli 2006 Activities page 13

8 6. A guest has 2 special dark bars, 2 dipping chocolate sets and 3 chocolate cable cars. She says that she is an employee in another store and is entitled to the discount. She would also like a fountain item. What is Ghirardelli s policy? 7. A guest comes back to the register with his half-eaten sundae. He says you charged him for extra whipped cream and at this point, he feels there was not enough extra whipped to justify the cost. What do you do? FIND THIS FACT! Where are you allowed to have drinks for yourself? Where did you find this fact? (might be more than one place) Ghirardelli 2006 Activities page 14

9 ACTIVITY #5 - WHAT S IT IN? What to Do As a cashier, you are going to get a lot of questions from guests about the fountain menu. So you need to be familiar with the ingredients for each item. This activity will help you do that by helping you think about and review what ingredients are in which fountain items. How it will Work You can do this activity whenever you have an activity period. There aren t any activities you need to do first. The activity sheet lists key ingredients from the fountain menu. Next to each ingredient, you need to list as many fountain menu items as possible that have that ingredient in it. You re answering the question, what s it in? You can use the Fountain Binder for reference, but since you will have to answer guest questions from memory, see how many items you can list before you look at the binder. Once you re done, review your answers with your coach or buddy to make sure you got them right, and that you didn t miss anything. The Purpose of this Activity There are over 50 items on the fountain menu and you need to know what ingredients are in each one. This activity will help you so when guests ask you what s in this?, the answer will be on the tip of your tongue. It is hard to remember all the ingredients in over 50 items. But remembering the shorter list of key ingredients and what menu items they re in should help. This activity gives you a chance to do that and you may want to use it as a reference sheet for later. Materials Activity sheet Fountain Binder (to check your answers) Ghirardelli 2006 Activities page 15

10 ACTIVITY SHEET WHAT S IT IN? As a cashier, you ll get lots of questions from guests about what s in different fountain items. This activity helps you learn these ingredients by looking at it another way: for each ingredient listed below, what fountain items is it in? Ingredient What s It In? 2 oz Ice Cream Scoop 4 oz Ice Cream Scoop 5 oz Ice Cream Scoop Hot Fudge Sauce Rock Sauce Caramel Syrup Ghirardelli 2006 Activities page 16

11 Butterscotch Sauce Marshmallow Topping Strawberry Syrup Diced Almonds Mint Chocolate Chips Strawberry Ice Cream Chocolate Ice Cream Vanilla Ice Cream Brownie Ghirardelli 2006 Activities page 17

12 ACTIVITY #6 - CHECK ME OUT What to Do As a cashier, you often leave our guests with the last impression of our store. That impression has to be perfect. So, for you to be perfect in helping our guests, it helps to take different check-out scenarios and practice how you will interact with our guests. You ll practice taking care of guests who will be played by your coworkers. After you help them, they ll give you feedback about how you did. Put the register in training mode before you begin. How it will Work You can do this activity whenever the shop is slow enough to allow you and a co-worker to practice. At busier stores, this may be before or after business hours. Check with your coach or buddy before you start the activity to make sure. Grab a co-worker who will play the guest. The activity sheet has a number of different scenarios: your co-worker will pick a scenario and act it out. Then your co-worker will complete the feedback sheet on the next page. Don t do all the scenarios with the same co-worker; get different viewpoints. Check off which scenarios you ve completed, so the next co-worker knows which scenarios are still left to do. As the cashier, your job is to offer the best service possible by: Offering a friendly and genuine greeting Offering appropriate upsell suggestions Welcoming your guests to return Being competent (quick and accurate) After each scenario, have your co-worker complete the feedback sheet. Then review all your feedback with your coach. The Purpose of this Activity Leaving our guests with a positive experience is one of the most important responsibilities of a cashier. This activity gives you a chance to practice and get feedback and learn from your co-workers. Materials Activity sheet with scenarios Activity feedback sheet Ghirardelli 2006 Activities page 18

13 ACTIVITY SHEET CHECK ME OUT! Use the table below to keep track of which guests you ve helped and who helped you practice. Have your co-worker or buddy complete the feedback sheet on the next page each time. Guest Scenario Information Chatty guest tells loooooong stories while in the front of the line, and a long line starts to form. Purchasing a single retail item. Rushed guest keeps looking at her watch, asks cashier to please put a rush on that and paces in front of the fountain impatiently while waiting for the item to be done. Undecided guest asks a question about each of the 10 small retail items being rung up, occasionally says oh, I don t think I want that one, let me get another one of these others. All of the retail items appear to be small gift items. Cell Phone guest stands in front of the line with people waiting behind while finishing up a rather lengthy conversation. He or she wants a fountain item but insists on finishing the phone conversation before speaking to the cashier. Friend guest a friend (or former co-worker) of the cashier walks in and stands near the register, talking to the cashier as though they are at lunch together. Doesn t appear to be that interested in purchasing anything. In and Out guest grabs a few retail items, orders a large coffee drink to go. Clearly values efficient, friendly service with a minimum of chit chat. Any other type that applies at your store your coach, buddy, or co-worker may add a type here. Who played the Guest? Feedback Notes Done? Ghirardelli 2006 Activities page 19

14 Feedback Sheet Guest How did the cashier upsell? List what was done well & any specific suggestions for improvement. Was the cashier friendly, were you greeted well? Give details about the greeting. Was the cashier efficient, even under pressure? Give details. Did you feel that you were welcome to return? Give details about what made you feel like coming back or not. General comments, kudos (praise), or areas for improvement? Chatty Rushed Undecided Ghirardelli 2006 Activities page 20

15 Guest How did the cashier upsell? List what was done well & suggestions for improvement. Was the cashier friendly, were you greeted well? Give details. Was the cashier efficient, even under pressure? Give details. Did you feel that you were welcome to return? Give details. General comments, kudos (praise), or areas for improvement? Cell Phone Friend In and Out Other Ghirardelli 2006 Activities page 21

16 ACTIVITY #7 - PLEASING DIFFICULT GUESTS What to Do Pleasing difficult guests? Can it be done? Yes it can! You just need to apply all of the guest service techniques you ve learned and be as patient as possible. Yes, it can be tricky. But you will get more comfortable as you practice with someone who has done it before. In this activity, your buddy or coach will act as the difficult guest. You will be the cashier and do your best in resolving their issues so that they will leave satisfied and want to return to your store. How it will Work Your buddy or coach will think of a real-life problem guest situation and act it out. As the cashier, you will do your best to help them. To do this, think about these skills: Listening to your guest to really understand their issues Repeating back to them what you heard, so they know you really did hear them but in a quiet voice Offering reasonable solutions and giving choices if you can Body language Staying friendly and positive! At the end of each scenario, your buddy or coach will give you feedback on how well you were able to handle the situation. You then need to take that feedback and apply it to the next scenario and, more importantly, with your next real-life difficult guest. The Purpose of this Activity Handling conflicts is never easy. That s exactly what you re doing when faced with difficult guests who have issues or problems. The cost to the company of a guest going away unhappy is much higher than any product we might give them to resolve a situation. The best way to get more comfortable with this is to practice with an expert and get feedback on how well you did. Materials Just patience, imagination, and a helpful attitude Ghirardelli 2006 Activities page 22