Professional Documents
Culture Documents
Motivate them, train them, care about them, and make winners out of them... they'll treat the
Customers right. And if customers are treated right, they'll come back. [Marriott Jr.]
Train Employees for Building on Better Work Force and
Getting Best Outcome Possible
PRESENTED TO
INTRODUC TI ON TO THE MODULE
y This training module is designed to fill and meet the efficiency gaps and improve the
performance of H.H.B express store staff.
y Total time for the training is around 5 hour
y Well furnished room will be required with multimedia and good sitting plan
y The trainer himself should be very confident and enthusiastic
y This manual is prepared by keeping in mind that Our store staff is comprised of the
following key roles
y Floor manager
y Cashier
y Sales men
y Errors and omissions are in front accepted
\
The Training Day Pre-Check for Trainer
0.01
Tip.
Int roduceyourself
y Your role
y Duration you have been with the company
y How long you will be working with them as their
trainer
y I mportance of this training module for them & their
future
Askthem to say
y their name
y their role in the oper ations of the store
Tip
Keep participants¶ list in front you as a reminder- in case you want to
ask a question to someone
ADMINISTRATION
Explain
y Location of toilets
y Other facilities like: Water / Refreshments
Tip
Remember, the aimin this session is to
y Ensure staff understand their role in the process of selling
Select the objectives [below] for your audience
Introduction :
Once upon a time a ver y strong woodcutter asks for a job with a
timber merchant, and he got it. The Salar y was really good and so
were the work conditions. For that reason, the woodcutter was
determined to do his best. His boss gave him an axe and showed
him the ar ea where he was supposed to work.
Process:
Tell them: In the end we have also included some Success Tips :
What you will practice as a store in order to become successful at
your job and career ± to become a successful express store
employee
Tell them : The whole module is divided into small topics so that
it will be easy to understand and will be effective when you
practice them as a whole.
What is it?
"Customer Service is a phrase that is used to describe the process of taking care
of our customers in a positive manner"
"Customer service is a proactive attitude that can be summed up as: I care and I
can do."
That is why generally speaking, one single customer service definition does not
exist. Let's give it a shot anyway.
y It can cost five times more to buy new cust omers than
retain existing ones. Source: TARP
y 3% move away
Time Management
Generally, time management refers to the development of processes and tools
that increase efficiency and productivity
Merchandise Mix
The breadth and depth of the products carried by retailers
1:00 Before explaining how I will create training manual for cashiers, it
is first necessary to describe the job of cashier.
Training of Working as a cashier in a big store is a demanding job. The
cashier cashier enters the merchandise sold, totals the bill, receives
money, makes change, handles cards, and gives receipts. The
work is extremely repetitive and there is no margin of er ror in
handling money. The cashier is required to focus precisely on an
unending stream of details in a fast-moving environment with
many distractions. There is the physical strain of lifting a lar ge
number of items over the scanner to make sure it automatically
registers the sale, with the danger of repetitive motion injur ies.
A cashier is dealing directly and intimately with many people. In
spite of the best professionalism, good manner s and eye contact, a
considerate and empathetic demeanor, flexibility in r esponse, and
a diplomatic approach that seeks to please, some customers are
rude, demanding, and even threatening. Working in the public eye
also puts a subtle pressure on the employee, because all of his or
her behavior is being constantly scrutinized by the customers, as
well as being monitored by the management.
Job Duties
A cashier in any field can expect some basic responsibilities.
y Cashier s most often complete transactions for customers
and handle their money,
y Make change, and render receipts.
y Oftentimes a cashier will be responsible for counting and
documenting the money received during the day in their
till.
y Such as helping the staff with merchandising, sales,
promotions, and shelf stocking
y Cashier s must help customers locate merchandise.
Step 2
Step 3
Give instructions on how to use the software & till. This includes
how to open and close the cash box, entering the records, closing
system for the night, scan an item, enter the item's bar code if it
does not scan correctly and remove an item from the bill that has
alr eady been rung up.
Step 4
Step 5
Give them lessons on how to per for m other tasks a cashier may
have to undertake. These include reloading phone cards, checking
curr ency notes to ensure they're not counterfeits, bagging items,
scanning heavy or large items and checking personal
identifications during the sales of tobacco..
Step 6
It's an important part of any retail shop, getting customers the
right change quickly. Managers should spend major time training
entry-level employees to get the right change back to customer s,
and cashiers use some common techniques to get good at cashing
out buyers and selling quickly.
y Count out loud. Counting the change out loud helps you
keep track and also establishes between you and the
customer how much they gave you. Problem customers
may come back later, claiming you short-changed them on
a large bill. Counting out loud takes care of this pr oblem
while helping you provide accurate change.
Refreshment
Break
2:30
What Is a Retail Store Manager?
Store
The principal responsibility of a express manager is handling and
managers overseeing all the day-to-day processes that are carried out in the
store. He manages the product inventory, salespersons, goods for
display, sales, etc. However, he doesn't manage every single
record of a product, but roughly has a record of all products and
the people who are responsible for managing the products. Apart
from product and customer management, he also has to take care
of the interests of the members in his sales team, as they are the
ones who are in direct contact with the consumers.
The retail stor e manager is an individual who oversees the daily
operations of a express store. That individual is responsible for
overseeing the daily work of subordinate employees and sales
staff ensuring that customers have a pleasant shopping experience
and completing many other duties necessary to run the store in an
effective and efficient manner.
3:30
Pre-Assessment
SALES MEN
Test ± What is the purpose of your job
± Is it waiting on customers?
± Stocking shelves?
± Delivering a great customer experience?
± Educating the consumer?
± Making a sale?
4:00 Ask them: Why do you think we should wear Unifor m? How
Dress code for does a Unifor m benefit us or our Customers? What is the
staff importance of Uniform on the Floor?
Note: Use the following situations to drive the importance of
Uniform:
Imagine you walk into a Store to buy a pair of clothes, and notice
SA / Cashier dressed in the dark or are just trying to make a new
fashion statement with his colorful and purple pants and a green
shirt, do you think this will take your mind off fr om the buying
mood or not?
Or
If you are sick or injured and find yourself in the hospital would
you feel like your life was in good hands if the nurse was dr essed
in all black, supporting the latest fashion tr end?
I am sure you will have double pain. You would think twice.
Here comes the doctor, a middle-aged man, slightly over weight,
dressed in Jeans and a T-Shirt with D.O.A. (dead on arrival)
written across the front of it.
Note: The above scenarios will help you to create humor and also
stress on uniform.
Ask them: Do you what are the reasons for introducing Unifor m
in organizations?
Tell them : These are some of reasons for intr oducing Uniform /
Dress at ITC or any organizations:
4:10 _
Displaying _ Organize your display
products
_ All Customers want to see our products in an organized
manner rather than thrown here and there. If our displays
are not maintained, customers think that we are lazy and
not interested in customer service. Every time you set your
display right after the customers leave your store or aisle
make other customers feel comfortable shopping in your
aisle.
4:30
Stock _ Although you may be a cashier or even a store manager,
department there ar e times when you have to pitch in and help stock.
shelving Just remember the following when stocking department
store shelves.
_ You may not need to price the items before stocking the
shelves. Part of your job in stocking the shelves may be to
put price tags on the clothing. Alternatively, you may need
to put the price on the shelves.
_ Find where the items go in the department store. You must
be awar e of all the sections in the stor e
_ Gather the boxes that have the stock you need to put on the
shelves. Usually a handcart or shopping cart is your best
bet for getting the boxes fr om the storeroom to the shelves.
_ Open the boxes and check to see if price tags are on the
items. If they aren't, find the price tags for the item you ar e
stocking and attach them. After pricing they start putting
the items on the shelf or hanging them on the rack.
_ Select other items to stock. Sometimes you will have items
such as books or candy that need replacing.
_ The most important part of stocking grocery shelves is
making sure you are stocking what people want to buy.
Once you have what will sell, keeping your shelves well-
stocked and organized is essential to a properly run
grocery store.
_ Bring your stock to the shelves. Running to and from the
back room to the sales floor takes up valuable time and is a
lot of work. You can be more efficient with the stock right
there on the floor.
_ Rotate your stock. Place older items in the front and newer
items in the back to prevent product waste. You have to
discard and take a loss on anything that expires; selling it
before the expiry dateprevents that.
_ Face all items as you go. Facing means to make sure all
the labels face forward and that all of the products are at
the fr ont of the shelves. If you don't have enough stock to
fill the shelves, pull them all the way to the front so
customers can easily see and access them.
_ Remove overstock promptly. Excess stock on the shelves
or the sales floor makes the shop look cluttered and
unorganized. It also prevents people from finding what
they want.
_ Clean as you go. This is especially important if you're
stocking during business hours. Customers avoid messy
isles and dirty shelves. Pick up any packaging materials
and wipe up dusty shelves and spills.
6. We all shop. Think about what you expect from your own
shopping exper ience. Do you want fast, friendly service?
Be willing to provide the same for your store customers.
Service with a smile you¶ll be amazed at what the simplest
detail can do.
7. Listen quer ies of the customers carefully and answer them
promptly with as much detail as possible so your customer
has all the facts necessary. Could mean the differ ence
between a sale or lost sale.
8. When assisting a customer, listen with an open mind and
open ears. Take notes when appropriate.
9. Be careful in order to complete the customer's request
efficiently and error-free.