Example of An Operating Manual

Transcription

1 Example of An Operating Manual - 1 -

2 Index Page Subject 3 6 Using the team 7 9 What if? Returns and Exchanges Packaging 16 Gift wrap Signing for deliveries Customer Orders 20 Banking Petty Cash Watch links Cashing Up Deliveries Repairs 32 Opening Up 33 Closing Up - 2 -

3 Using the till. Entering a sale: Enter clerk number by pressing your own personal number and the CLK# button on the till. Enter product amount (including pence) and press a DEPARTMENT button for the product you are selling. Repeat the process for a multiple purchase. Press SUBTOTAL for the total the customer has to pay. Note: You can press subtotal as many times as you like throughout the transaction to see the total so far. Then carry on putting items through the till. Paying by cash: If the customer pays by cash, check each note for authenticity by either checking there is a foil strip weaving through the note vertically, there is a watermark of the Queens head through the note or check with a note checker pen. If you are ever unsure, please check with your supervisor/manager for authority. Enter the amount of cash given to you by the customer on the till (including pence) and press the CASH button. The till will now open and show how much change needs to be given (if any) to the customer. A receipt will print out from the till. Tear off and staple to a receipt card. Hand to the customer

4 Note: Please check carefully when giving the change back to the customer as mistakes cannot be rectified and will lead to the till being at a loss at the end of the day. Paying by card: If the customer wishes to pay by card you need to use the PDQ machine located to the left of the till. Generally all major debit and credit cards will be accepted, however we DO NOT accept AMERICAN EXPRESS. Check to see if the card has a chip (this is located on the front of a card to the left hand side). If it has a chip, insert the card into the handheld card machine with the chip facing upwards going into the machine. Follow the instruction on the display carefully. Through these instructions it will ask you to enter the sale amount (including pence) on the main terminal. The customer will then be asked to enter their pin on the hand held machine. If the customer enters the wrong pin it will ask them to enter it again. They have 3 chances to enter the correct pin otherwise their card will be frozen and they will need to contact their bank. If they enter the correct pin the sale should go through. The first receipt to print out is the merchant copy (our copy). When this has finished printing, tear off and press the CREDIT CARD button on the till. The till will open. Place the merchant copy in the right hand slot of the till and close. A receipt will print out from the till

5 A copy of the card receipt also has to be given to the customer, the PDQ machine will ask you to press ENTER to print out another receipt and confirm the transaction. Once it has printed, tear off and staple with till receipt inside a receipt card. Note: If you do not press enter after the 1 st receipt has printed out (or press clear) the transaction will void. If this happens, repeat the process. If the card has no chip you will need to swipe the black magnetic strip through the main terminal to the right hand side of the machine. Point the strip horizontally down with the black strip to the left and swipe from the top to the bottom. Again follow the instructions on the machine. Entering the sale amount and pressing ENTER. The first receipt to print out again is the merchant copy but instead of the customer entering a pin they have to sign the receipt at the bottom. Cheque the signature on the receipt matches the signature on the card. Press CREDIT CARD button on the till and put the signed receipt in the right hand slot of the till. Follow the remaining instructions on the machine as before

6 Paying by cheque: If the customer wishes to pay by cheque you must ensure the following is followed through. Check the following things: -The cheque is below our floor limit of The customer has a valid check guarantee card. -The cheque is within the customers guarantee limit. This should be on the back of the card written in a hologram. -Check the account number and sort code on the card are the same as on the cheque. -The customer has signed the check in front of you. -The signature on the card matches the signature on the check. -All writing on the check is clear and correct, particularly the payee. -Always ensure that the customer initial any errors. If all of the above have been checked and they are all ok, write the following details on the back of the check. -Long card number-not account number -Expiry date -Guarantee amount -Id details if necessary -Authority code (if given). After this process has been completed press the CHEQUE button on the till. The till will open and a receipt will print out. Place the cheque in the till in the right hand side slot and tear of the receipt and staple inside a receipt card for the customer

7 What if? I make a mistake on the till. Providing you haven t yet pressed CASH, CARD or CHEQUE, you can cancel the transaction completely by pressing the SUBTOTAL button followed by CANCEL followed by SUBTOTAL. A receipt should print out cancelling the transaction. Put receipt in the till. Start the sale from the beginning. However, if you press CASH, CARD or cheque this will be a VOID. I forget to give the customer their change and the till is shut. Either wait for another customer to be served and wait for the till to open and then give the change or press CASH on the till. This goes through as a NO SALE. Please keep the receipt that prints out and put in the till. I press card instead of cash or vice versa. This transaction will be considered as a VOID. Keep the receipt from the till and staple to a void form found in the black drawer under the till. Put the sale through the till again from the beginning and press the correct payment method. A cheque is over the floor limit. Advise the customer you will need to phone for authority, alternatively you could process as switch or delta if their card has the appropriate symbol. This would be quicker for them

8 The PDQ machine declines the customer s card. Apologise and advise the customer that their card has been declined and offer to try the card again. If it declines again offer to try the card again or ask the customer if they have an alternative form of payment. The PDQ machine advises you to phone for authority. Advise the customer that the bank has requested authorisation and call the number given on the machine in front of the customer as the bank will ask to speak to them. Listen carefully to the advisor and keep answers to yes/no where possible. Obtain and write down the authority code. Follow instructions on the PDQ machine. The authority is refused. Ask if the card can be returned to the customer. If yes, end the call and return the card whilst advising them that they will need to contact their bank to address any issues. If I am instructed to retain the card. Quietly advise the customer that you have been instructed to retain the card and that they must contact their bank directly. Offer to cut the card in front of your customer if they have concerns about leaving it-some customers prefer this. The cut card must then be returned to the correct address

9 If the customer gets angry. Keep calm and sympathise with them. Advise them that cards are ultimately the property of the bank and as a retailer you legally have to oblige if they request that you retain the card. Ask them if you can reserve the products for them or if they would like to pay by another method. Try to diffuse the situation by making them feel relaxed. If a customer asks you complete a cheque for them. If there is a justifiable reason i.e. they are elderly or have a disability then you can do this, but you must ensure that they check and then sign in front of you. If you are presented with a cheque that has been pre signed. You must politely advise them that you must see them sign the cheque and are unable to accept pre signed cheques. Ask them to provide you with another cheque that they can sign in front of you or if they would rather you process the sale on switch or delta if they have the symbol. This will save them using another cheque. If the signature on the credit card slip or cheque does not match the card signature. Ask the customer if they have any identification i.e. driving licence or another card with their signature on so you can validate the cheque. Write the details of the id/card on the back of the slip/cheque if you are satisfied

10 Returns and Exchanges. We can only offer exchanges or credit notes on items returned in NEW condition and within 28 days of purchase. Please follow these guidelines when customers return goods purchased in the shop: Customers must provide genuine proof-of-purchase when returning goods. Such as: Receipt Warranty (if returning a watch) Bank statement Credit card statement Or Acknowledgement by the person who served the customer that the item was purchased in the shop. Some of the items that we sell are also available in other shops. Some of the goods sold in the shop are not unique to us, thus we cannot offer service to customers returning goods without genuine proof-of-purchase. Goods that are scratched, worn or which are not returned in their original packaging should not be exchanged or credited. If unsure check with your Manager

11 Exchanges are NOT given for earrings due to the health and hygiene law. If a repair is needed and the customers cannot provide proof-of-purchase give the customer the address of the relevant manufacturer or offer to send it of for them at the cost of the postage and repair. Repairs and Broken Goods. If a customer brings back an item that has broken or needs repairing please follow these guidelines in order to deal with the situation efficiently and effectively. Broken items You will need to identify why the item has broken. For example, a bracelet that is returned with a broken link could be considered to be broken as a result of the customer mishandling it. On the other hand, a bracelet returned with a clasp broken could be classified as having a manufacturing defect. If the customer is responsible for the fault: Offer to send the item to be repaired at the customers expense. Replacement or credit will not be offered. If the manufacturer is responsible for the fault:

12 Supplier to repair/replace the item free of charge. Jewellery that is genuinely faulty because of a manufacturing defect and returned within 6 months will be exchanged or credited. If you are unsure at any time, consult your Manager. Issuing a credit note. If a customer brings back an item and wishes to take a credit note please follow these steps. Credit note to be filled- Name of person who issued and the date it was issued. Credit amount to be filled in. Then enter the details into the Gift Voucher and Credit Note file. Note: Nothing has to be put through the till when issuing a credit note. Place credit note in envelope and hand to customer. Putting an exchange through the till. If a customer brings back an item and wishes to exchange it for another please follow these steps in putting the new sale through the till. Enter your clerk number Enter the amount that is being returned, (do not use the decimal button), followed by the refund key, RF on the left hand side of the till. Then press the

13 relevant category button followed by subtotal. You then need to enter the amount that is being sold out and the category button, followed by subtotal. If the customer returns an item that was 99 and wishes to exchange for an item for 45, as we don t offer refunds the customer will need to be issued a credit note for the remaining amount. (See previous section on Issuing credit notes) If there is more to pay continue by following the payment section. To put through the till: Enter new item Enter price of new item and press SUB. For example: Enter on the till and enter SUB. We don t enter the full amount of the previous item as this would subtract more money than required from the till and the till would be unbalanced at the end of the day. Issue a credit note for the remaining

14 Packaging. Please ensure when you have sold an item to place in the correct box. Below are the boxes/pouches used for each brand. Watches: D&G - D&G box with pouch Breil - Breil watch box Fossil - Fossil watch tin DKNY - DKNY watch box Diesel - Diesel watch box Black Dice watches- Black Dice watch box Note: Remember to include instructions and warranty in the box. Jewellery: Gallery- Gallery boxes (several sizes for pendants, bangles, earrings, rings, necklaces and bracelets) Studio- Studio boxes (several sizes for pendants, bangles, earrings, rings, necklaces and bracelets) Rue B- Gold and Red pouches D&G- D&G box with pouch-remember to include authenticity card Breil- Breil box-remember to include authenticity card Fossil- Fossil tins (several tins available for men s and women s) Dyrberg/Kern- Plain white box with Dyrberg/Kern pouch-remember to include warranty Hot Diamonds- Hot Diamonds box (several sizes available for earrings, pendants, bracelets and sets) Steam- Steam boxes (several sizes available for cufflinks, rings, necklaces and bracelets)

15 Storm- Storm pouches, bags and boxes. La Journal de Lola Blue and pink hat boxes Molten Molten tissue paper and red or white pouches Sukie Lau Silver purse, for all pieces Rocks rocks boxes available in different sizes rings, bracelet, earrings, pendants, also rocks gift bags Affirmations Heart shaped boxes available in different sizes Watch This Space White boxes Costume jewellery all pieces under 5 to go into white pouches, over 5 into white boxes Putting in the bag. All bags must have ribbon tied on. All boxes should be tissue wrapped before placing in the bag. If the item is difficult to wrap, place a large piece of tissue paper in the bottom of the bag and place the box/pouch on top and place another large piece of tissue wrap on top. Finish by sealing the bag with shop sticker. This has to be done to ensure presentation standards are kept high and are exceeding customer s expectations. It also takes us ahead of our competitors. This will encourage repeat business and give us a good reputation for excellent customer service

16 Gift Wrapping. If a customer is buying an item for a gift we offer a gift-wrapping service. All customers must be offered this service. This goes above expectations and hopefully encourages the customer to come back and spread the word. Gift-wrapping is free of charge to all customers How to gift-wrap. -Cut a piece of wrap 4 times the size of the box you are wrapping -Tightly wrap the paper around the box and stick with clear tape -Fold down each ends and stick with tape at each side. Make sure that all edges are tightly wrapped around and the folds are as neat as possible. -Cut a long piece of ribbon. Wrap around box and cross over at the bottom bringing round to meet again at the top. Tie in a bow. Or use the metallic sticky bow. Signing for post/deliveries. We receive post and deliveries on a daily basis. All deliveries are brought to us by a courier or for postal items such as repairs the postman will bring them. They will request you to sign for the parcels/boxes they have delivered. When signing for a delivery you MUST check the following: -Name and address of delivery are correct -The number of parcels/boxes you are signing for This information is found on the receipt that you sign

17 When you have signed for a delivery you MUST ensure it is taken of the shop floor immediately. If left on the shop floor this poses a security risk as it may get stolen. It also is a health and safety hazard. A customer or member of staff could trip over it. Inform the Manager or Supervisor so they know it has arrived. It could be an important delivery for a customer or items that are out of stock. The sooner it is un-packed the sooner we can create more sales. Filling out customer form. Customer forms are used for Customer orders, enquiries and repairs. Please make sure customer forms are filled out fully and correctly. Customer s name and contact details must be taken. Reference number MUST be given so it is easy to identify the repair/order. Brand must be filled in, e.g. Diesel, DKNY along with the model number or product code of the item. If it is a watch this is found on the back of the watch or in the warranty. If it is an item of jewellery, find the code in the product books or write a detailed description of the item. Full description of the fault/order or enquiry and what the customer requests should be written in the description

18 The date and your name MUST also be written on the form. The date is very important as it lets us know how long we have the repair/order etc. If the form is filled our fully and correctly this enables orders and repairs to be carried out more efficiently and enable and quick and effective service for the customer. Placing an order. When a customer wishes to place an order please fill out a customer form (see Filling out a customer form). When the customer places an order inform them, that if in stock, it usually takes working days for the order to arrive. Offer to call the supplier there and then for them (or if after business hours at the earliest opportunity) to see if the item is in stock. This way the customer has all the available information and will have an expected date of arrival. Calling the supplier: All supplier contact details are listed on the wall in front of the phone desk. Call the supplier you wish to talk to and ask to be put through to the sales/order department. Inform the supplier that you are calling from xxxxx and tell them your name. Ask if the item, the customer is ordering, is in stock. If it is in stock you can end the call. If it s not in stock, enquire when it will be available so you can inform the customer

19 For example: Hi my name is XXXX. I m calling from (name of shop) in (name of town). I would like to know whether you have an item in stock please. The code is DZ2063.If it s not in stock would you be able to give me an estimated time of delivery? Thanks. The supplier could ask for our account number. Just explain you don t have it at hand but the address is xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx When you have enquired inform the customer of all the information you have received. Please place order cards into the red box located in the cupboard under the jewellery till, this enables us to locate the customer details as soon as the order arrives

20 Banking. All cash must be banked on a daily basis. Every day must be banked on a separate page Banking MUST be done at different times during the day. On Fridays, banking must be completed before 11am. This will allow head Office to assess available funds each Monday morning and allocate payment to suppliers. How to bank the cash: You must take the banking to the counter at xxx Bank located at xxxxxxx The cashier will double check all the information is correct stamp the book and return the book to you. If the info is not correct they will ask you to initial any differences. Petty Cash. Petty cash is for all non-stock items, such as cleaning products, office supplies etc. Notes to remember: Receipts must be issued when purchasing an item-we need all receipts for the VAT return. Request one when you are at the till. If they are unable to issue a printed one, ask them for a written receipt

21 All petty cash must be taken from the till by doing a no sale first. Once you have purchased an item and you have the receipt you need to do a paid out through the till, you do this by entering your clerk number enter the total amount on the receipt and press the PD button on the left of the till. Now enter any change back into the till and staple the paid out receipt to the goods receipt. Please ensure you write a description on every paid out receipt so management are able to enter the correct information on the VAT return. Enter the receipt into the petty cash drawer

22 Removing watch links. For all watches bought at xxxx, we offer a free of charge link removal service. For watches not bought at xxxx we please refer them to (insert name of removal service co), located at xxxxxxxxxxxxxxxxxxxxxxxxx. How to remove watch links: -Identify the type of pin you are removing 1) Split at one end 2) Screw 3) Rounded at both ends. 1) -If it is a split pin, locate the arrows on the inside of the strap. -Using the watch removal tool, hammer the pin in the direction of the arrow. Alternatively identify which end is split and which end is smooth. Always hammer the smooth end to remove a split pin. -Repeat the process for the number of links you require removing. -To put the watch strap back together, hold the strap firmly together and place the smooth end of the pin in first (against the arrow) -Gently knock in with the watch removal tool and a hammer. 2) -If it is a screw; locate the end of the pin with a screw head. -Using a small screwdriver, unscrew the pin to remove the link. -Repeat the process for the number of links you require removing. -To put the watch back together, hold the strap firmly together and screw the pin back in

23 3) -If it is rounded at both ends, this means that there is a barrel located in the link holding the strap together with the pin. -You can hammer the pin at either end. Be careful when you remove the pin not to lose the barrel. -Repeat the process for the number of links you require removing. -To put the strap back together, place the barrel inside of the link and hold strap together firmly. -Place the pin through link and hammer firmly in. What if the watch removal pin breaks? Take the item to xxxxxx located in xxxxxxxxxxxxxx, they will help fix the links for a small charge

24 Cashing Up. At the end of the day, when the shop has shut, the cashing up has to be done. This enables Management to see how many sales we have made that day. It also breaks down each item sold so they can monitor how different ranges are performing. The end of day reports also show how well each member of the team has performed that day. How to cash up: PDQ machine- - Press X on the PDQ machine -Swipe supervisor card down the right of the machine with the black strip to the left. -When prompted press ENTER. -A report will print out with the end of day totals. -The total should add up to the total cards on the x read on the till (see below) Till- -Using till pink key, turn key to X and press CASH. -A report will print out breaking down each department and the end of day totals, splitting credit cards and cash in to 2 figures. -Check the figure next to CHARGE matches the total from the PDQ print out. -Count the cash in the drawer, enter onto the cash rec sheet, the total should add up to the CASH-INDW figure. -Add up all the exchanges, credit notes and gift vouchers and check it matches with the figure next to CREDIT

25 -When everything has been checked and all figures match up, turn till key to Z. Press clerk no then CASH. This will reset the till ready for the next working day. Then on the PDQ machine press Z and swipe the supervisor card, when prompted press enter. Then repeat this but pressing the banking key. Staple all receipts and print outs together. What if? The card totals from the PDQ machine print out do not match up with the till print out. Check the totals from the PDQ print out are correct. To do this add up each card receipts. If they are correct a mistake has been made on the till. To find out what has happened, match each individual card receipt with the till transaction breakdown print out using the amounts and the times printed. On the till print out each card transaction will show as CREDIT 1. You should see a discrepancy. Examples of types of discrepancy s are: A sale went through as CASH instead of CARD. An amount was entered incorrectly. When you find the discrepancy, VOID of the original sale/transaction (follow exactly what is shown on the till transaction breakdown print out) and put through correctly on the till (if necessary). When this has been done you will need to print out the 1 st report again as it will have changed. Re-check that the totals match up

26 The cash totals from the till print out do not add up with the cash left over. Check card totals match up. And follow action from previous question. The subtotal receipts and NO SALES receipts do not match with print out. This is not a major issue. If the till is correct then it could be someone has thrown it away by mistake. Remind staff to keep receipts and explain it is necessary for accurate cashing up. The exchanges/credits do not match up with the CREDIT amount on the print out. Go through the till transaction breakdown report and match the exchange/credit notes/gift vouchers to the print out, looking at amounts and times. They will be shown as CREDIT on the till and there will be a ( ) sign next to it. You should see a discrepancy. Examples of discrepancy s are: Wrong amount of CREDIT put through the till An extra CREDIT has been put through the till-this could be a void or an exchange form has not been filled out. Talk to each member of staff and find out if they remember. If it was a mistake VOID off the transaction and reprint the 1 st report again. If an exchange form hadn t been filled out fill one out for Head Office records so they know it is genuine

27 Checking of deliveries. All deliveries come with a despatch note/packing list. This informs you what goods should be in the delivery. It also has a reference number or a name of the person who ordered it. Please check we have ordered it by checking the name and reference with Management. We must tick off each item to check it is all there. If we do not check it off then there may be discrepancies, for example 10 watches are shown on the delivery note but there are only 8 in the box. If this was to happen and we hadn t checked it off, we would be charged for all 10 watches not the 8 that had been delivered. Therefore it is extremely important the deliveries are checked thoroughly. Take each item out of the box and check it matches with the codes/descriptions on the delivery note. Check that the quantities are correct. If they are correct, tick off the item on the delivery note. Repeat for each item. If it is correct, sign off the delivery note writing your INITIALS, the DATE and your SIGNATURE. Place the delivery note in the DELIVERY NOTES tray in the office. What if?

28 We haven t ordered it. Management will ring the supplier or ask you to do it to inform them to collect the delivery. The delivery is not correct. Inform Management, they will either ring the supplier or ask you to do it. Ring supplier and inform them there is a discrepancy in the delivery. They will ask for the order number and the discrepancy. The order number is found on the delivery note. Follow any instructions they give you and before they end the call make sure you take their name for our records. Putting away deliveries/stock. When a delivery has been received or we have had a floor move and stock has been taken off the shop floor it all has to be put away in the relevant section of the stockroom, which is laid out in alphabetical order. All delicate items must be wrapped up in cling film or bubble wrap to prevent damages whilst in storage. Please ensure all of the same item are stored together for quick and efficient replenishment. Sending an item for repair

29 If an item has broken or needs replacing it has to be sent back to the manufacturers, whether it is a customers or from stock. If a customer brings in an item for repair fill out a customer form (see Filling out Customer Form). Inform the customer that it generally takes working days or 30 days for watches, for the repair to be completed and sent back to us. This is just an ESTIMATE and could vary slightly depending on time of year and workloads at the manufacturers. Explain to the customer that we will keep them updated as and when we hear anything but if they want to enquire then to give us a call and we will find out what s happening. Sending a customer repair: If it is a customer repair all this information should be found on the customer form. The customers details then need to be logged onto the returns file which is saved in excel on the managers computer desktop, please ensure all returns are logged with a reference number. A letter needs to be written explaining the fault/repair and a request needs to be made whether it needs to be repaired, replaced or credited. A generic letter has been set up on the computer. Go to My Documents-XXXXXX-Letters-Generic repair letter. Follow this letter for the guidelines of what to include

30 The letter is to be printed out on XXXXX headed paper, and must include the reference number. The repair is to be kept in protective bag and placed with letter in a padded envelope with reference number for repair written on fold and address written on front of envelope. Addresses can be found in CONTACT DETAILS on the desktop or in the contacts black book found on the desk. If you are not able to find the details please look in the suppliers catalogues or on then internet. A certificate of posting needs to be filled out and sent along with repair to the post office to be stamped. More than one item can fit on the certificate. Sending stock for repair: If an item from stock needs to be sent back, you need to obtain a reference number to identify the repair. This is found in RETURNS/CREDITS on the desktop. Each manufacturer has its own section. Go to the relevant manufacturer and find the next reference number listed. Record what you are sending next to this reference number and the date. Include this information on the letter. Again the generic letter can be used for guidelines. Remember to include that it is a stock watch as this way the repair will be done free of charge. Chasing a repair

31 When we have sent an item for repair, always make sure that any information you have is given to the customer as soon as we are notified of anything. If a repair has been longer than specified always ring the manufacturer and find out what the progress is. Ringing the manufacturer: All supplier contact details are listed on the wall in front of the phone desk. Call the supplier you wish to talk to and ask to be put through to the service/repairs department. Inform the supplier that you are calling from xxxxx and tell them your name. Ask them the progress of the repair by giving the reference number written on the customer form. For example: Hi my name is XXXX. I m calling from XXXX in XXXXXXXXX. I would like to know the progress of a watch we have sent in to you. The reference is The supplier could ask for our account number. If you do not have it to hand, quote the address xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx When you have enquired, inform the customer of all the information you have received. Entering the shop

32 . -Open the door, the alarm should sound. -Swipe your key fob across the alarm panel to disarm the alarm -Switch on the 1 st set of lights located just inside the door. -You can now enter the shop. If the alarm goes off at any time do not panic! Just swipe the alarm fob over the box by the back door to disarm the alarm. If it continues try again and if it still does not work, call the alarm-receiving centre. The number is xxxxxxxxxxxxx Alarm No; xxxxxxxxxxxxxxxxx Leaving the shop

33 When getting ready to leave the shop, make sure that all switches are off. Ensure all doors to the shop are locked and all stockroom doors are locked. You must swipe the alarm fob over the panel and wait, it will beep and automatically ask if you want set the alarm, you must wait for it to make a continuous beep then you can leave through the back door, when you open the back door it will start making a intermitting beeping noise until the door is shut, once everything is locked it will make to bleeps and go silent. If the alarm goes off at any time do not panic! Go to the alarm keypad swipe your fob. The alarm should stop. If you have trouble setting the alarm, call the alarm-receiving centre. The number is on the alarm panel along with our account number