Store

Operations
Manual
VERSION 1.0 / AU

FEBRUARY 2019

In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
Contents Introduction

03 Welcome
04 Staff; your team
05 Staff; managing
06 Staff; job descriptions
08 Staff; team structure

Welcome.
10 Store; exterior
11 Store; entrance
12 Store; 300m2 floorplan
14 Store; 100 & 200m2 floorplan
15 Store; layout
16 Store; merchandising
18 Store; promotions
19 Store; fixtures & fittings
20 Store; checkout area
21 Online; shopify
Welcome to the
22 Vend; introduction Store Operations Manual
23 Vend; standards The Store Operations Manual is a detailed
24 Store; storecards document to specify the minimum standards to be
25 Store; giftcards maintained within a Campus Trading Superstore.
26 Stock; central buying
28 Stock; increasing sales This manual is designed to help team members at a shop
29 Stock; rotation
30 Health & Safety; overview
S.Bricknell floor level to understand the basic requirements in store
operations in order for a consistent approach. It will cover
31 Health & Safety; chilled storage such essential information such as stock rotation, store
Steve Bricknell layout, best practise for merchandising, how to set up the
32 Display; styles & guidelines Campus Trading checkout area and much more.
35 Marketing Regional Department
Manager AU In addition it will act as an aid for superstore managers in
37 Staff; warehouse showing what they need to adhere to in regards to health
38 Tips; customer service and safety, how to structure their teams, run Initiatives and
40 Finance; reporting maintain brand guidelines.

42 Legal; disclaimer This is a living document and it will be constantly updated by

head office and the latest version can be obtained from the
43 Maintenance; AU Central Team AU Central Team.
Email: trader@campustrading.com.au

Note:
All resources and documents referenced in this manual can
be found here in the OneDrive AU Operations Manual folder:
http://bit.ly/AU_OPS_Manual_Resources

02 In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 03
Staff: your team
ORGANISING
YOUR TEAM
The first stage to a successful store
is a team of Community Supporters
with the same goal. You can’t do it by
yourself and it is important that the
responsibilities of running a store is
shared.
Each team member is recommended
to hire on at least a 6 month
commitment “contract” within a proper
structure and job descriptions.
Samples of job descriptions can be
found here:
http://bit.ly/AU_OPS_Manual_Resources
Checklist
Are the store Community
supporters roles clearly defined
so all Community supporters
know what is expected
from them?
Was an interview held defining
the role and expectations?
Was a job description given
to the prospective
04
Staff: managing
RECRUITING LEGAL CHECK: MEETINGS AND BE PREPARED MANAGING
COMMUNITY HEALTH AND ACCOUNTABILITY The Community Supporter for the COMMUNITY
SUPPORT STAFF SAFETY Typical team meeting structure can
job has accepted. You’re keen to get
them started and they are excited
SUPPORT TEAM
be found here:
Identify the role clearly. What will the You must: and eager to impress. But you are The Community Support Team are
Community Supporter be doing, their also aware that they have a lot to all donating their time within their
Outline any health and safety
responsibilities, and when they’re http://bit.ly/AU_OPS_Manual_Resources learn about their new job. personal schedules. To keep a team
precautions the Community Support
required. With the job description onside, a structure and time sheet
Team must take to protect them from What kind of start they get off to
ready, you can now ask your local is necessary, so that any staff can
harm. will play a key part in shaping their
community for recruits. know what they are required for,
attitude to you and the job. Will
Give details of any training they need and when.
Before they start: they become a valued member of
to do their jobs safely, and provide
your company, and be happy and Make sure every community
Draw up a checklist of what is any equipment and protective
productive in their work? supporter knows what is needed
being covered in the induction. clothing.
from them every time they come to
This may largely depend on how you
Different parts can be handled by Ensure staff know what to work. Create a daily or weekly work
help to settle them in. The first few
different staff to draw on their expertise. do if there is a fire or another log for them. An example weekly log
weeks are critical.
emergency. can be seen below. These simple
Tell them about the job. You need to: logs keep staff motivated and clear
Explain your insurance policy, in
Explain the role fully, how their on what is expected from them.
case staff gets hurt or ill through • Get the basics right.
performance will be assessed and work.
possible opportunities for development, • Put in place a well-planned
training etc. Let staff know where they can find induction timetable.
first aid facilities.
• Comply with the law.*
Community Support staff? Has the new Community
supporter been given a copy of
Upon starting their role was the
this Operations Manual to read?
Community supporter given a
health and safety induction? Are regular meetings held with
Have they met the rest of the the Community supporter
during their induction to ensure
team within their first week?
everything is going well and to
Is there an induction timetable answer any concerns?
in place?
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 05
Staff: job descriptions
JOB
DESCRIPTIONS
The Shop Manager is the most
important role within the store,
everything comes down from them
in terms of how the store runs and
operates.
The Shop Manager will be
responsible for achieving the sales
budget and seeking commercial
opportunities to drive incremental
sales. Manage and develop their
team of Community Supporters to
provide excellent customer service
and high standards of shop floor
presentation.
They need to have:
• Experience in a commercial
environment.
• Good organisational skills.
• Customer related experience.
• Experience of communicating
with a wide range of people.
• Experience of managing a team.
• Experience of working
with Community.
• Be Sales driven.
06
Staff: job descriptions
Campus & Co
SUPERSTORE Shop Manager
NAME: James Lenovo
REPORTS TO: Superstore Team leader
MANAGES: Local Superstore Team
KEY RESPONSIBILITIES AND DUTY
Manage Local Superstore Team and work with Campus Superstore Team Leader
Example of shop Manager Duties
and Key Responsibilities
ADVERTISING
Include (but are not limited to) the
JOBS Requirements & Expectations
Strong Focus on Customer Service
following: Here you can see a generic job A flair and interest in Merchandise
• Responsible and accountable description for a superstore manager. People Management/ Communication Skills
for the shop team. Numeracy and Financial reporting ability
A Job Descriptions template for each
Ability to coach, train and counsel colleagues
• Income generation. roll in your superstore can be found
Flexible working hours
here:
• Customer Service. Ability and Commitment to reach agreed targets
Strong Leadership and professional focus
• Stock. http://bit.ly/AU_OPS_Manual_Resources
• Administration.
TASKS
The AU national team can offer
Effective Management of Staff
assistance with recruitment advertising
Once you have recruited your shop Ensure Weekly and Monthly Sales targets are achieved
sent direct to your local households.
manager you need to recruit the Ensure strong merchandising and presentation to maximize Sales
We have proved in some cases this is Manages ordering, stock replenishment and rotation
rest of your team. Using the team
more successful than local recruitment Maintain and ensure accuracy of inwards goods and availability
structure found over the page and
efforts. Maintain a safe and clean environment for all staff
the job descriptions available from
the national support desk to match Email: trader@campustrading.com.au Ensure all daily and weekly store checks are completed in a timely manner
up the skills and abilities of the
people wishing to join your team with
those required positions.
For example, the local superstore REPORTING Frequency
events manager would need to have: Submits reports on Sales and achievements and successes of activity Weekly/Monthly
initiatives
• Good organisational skills. Submits reports on customer feedback As required
• The ability to delegate.
• Excellent interpersonal skills. MEETINGS Frequency
Arrange Local Superstore Huddle Meetings Weekly
• Ability to speak confidently to
large groups of people. Attend Campus Superstores Team Meeting Monthly
Arrange Local Superstore Level Meeting Monthly
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 07
Staff: team structure Staff: team structure
A SUGGESTED GENERIC TEAM
SUPERSTORE CAN BE SEEN HERE:

Alternatively, we suggest you use this TRADING

comprehensive version that includes all the prime MANAGER
OPERATIONS
functions and positions available for the ultimate EA
successful superstore team:

http://bit.ly/AU_OPS_Manual_Resources

SUPERSTORE MARKETING
TEAM LEADER MANAGER
MARKETING
ASSISTANT

ALCOHOL CHILLED CLOTHES / BUSINESS

& DRINKS FRUIT & VEG FROZEN FOOD DRY FOODS HOMEWARES STORECARDS SHOP & OFFICE COMMERCIAL
FOODS ACCESSORIES COMMUNITY SHOP ADMIN
CATEGORY CATEGORY CATEGORY CATEGORY CATEGORY EVENTS CATEGORY & PRODUCT
CATEGORY CATEGORY PRODUCTS MANAGER MANAGER
MANAGER MANAGER MANAGER MANAGER MANAGER MANAGER MANAGER RANGE
MANAGER MANAGER

Finance & Receivers/

Receivers/ Receivers/ Receivers/ Receivers/ Receivers/ Receivers/ Receivers/ Receivers/ Shop Receivers/
Management Coffee Mornings Shelf Fillers Co-
Shelf Fillers Shelf Fillers Shelf Fillers Shelf Fillers Shelf Fillers Shelf Fillers Shelf Fillers Shelf Fillers Stocklists Shelf Fillers
Reporting ordinator

Shelf Pricing /
Date Date Date Date Date Shelf Pricing/ Shelf Pricing/ Shelf Pricing/ Cleaning & Shelf Pricing/
Kids Activies Reducing
Checkers Checkers Checkers Checkers Checkers Reducing Reducing Reducing Maintenance Reducing
Team Leader

Shelf Pricing/ Shelf Pricing/ Shelf Pricing/ Shelf Pricing/ Shelf Pricing/ Purchase Orders
Purchase Orders Purchase Orders Purchase Orders Checkout Rota Trading Days Purchase Orders
Reducing Reducing Reducing Reducing Reducing Team Leader

After Meeting Purchase Orders

Purchase Orders Purchase Orders Purchase Orders Purchase Orders Purchase Orders Specials Team Leader

In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations. In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
08 See disclaimer: Page 42 See disclaimer: Page 42
09
Store: exterior
PARKING
To encourage regularity of customers
returning and increase basket
quantities, the parking should be
ample and accessible at all times.
If a delivery is planned make sure it
does not block access to the store
for customers. Where possible plan
deliveries for quiet periods or when
the store is closed.
If events are being held, don’t
invite more customers than parking
facilitates. It is advised to stage
invites to ensure customers are well
accommodated for.
Checklist
Is there ample parking for
store events?
Is there access for disabled
personnel?
Are customers aware of
how to gain access?
10
Store: entrance
HOW TO GAIN OPENING HOURS OVERVIEW PORCH/LOBBY
ACCESS Opening hours should be consistent It’s vitally important that the entrance ENTRANCE
week on week so that customers of your store is always at a high
When the store is open you need to The entrance is a great way to
know when they can schedule in standard, once a customer has
ensure customers can gain access utilise as a promotional area, for
their grocery shop. Customers entered the shop, they will want to
to the store easily. new products, special offers and
should then be notified of any have a quick and easy access to
company news.
Make sure the car park is clear of additional in-store events. the store and be able to find what
obstacles. Make sure all doorways they need quickly. • Product selection should be
Where possible you should strive
and fire exits are clearly marked and good value, quick pick up,
to be open during key community
likewise clear of any blockages. seasonally and commercially
shopping hours. Around the school This means:
appropriate with volume to
If your store has 24/7 access, dropping off and picking up times,
• No dirt. support the display.
customers must be informed of after weekly meetings and when
processes; there are major events on locally. • No clutter. • Standard of display and
replenishment must be effective.
• Entering the store securely. • No obstructions.
“Convenience along with • Use of promotional POS
• Self-serving Tills and Payments.
consistency in your opening should be correct and
• Signing out securely. hours are two of the main foot consistently branded.
fall drivers in retail. If you get
• What to do in the event of
your opening hours correct, that
a problem. along with stocking an every day
• Emergency out of hours range your customers want will
be the biggest key to growing
Checklist
contact details.
your income.” Is the main entrance porch/ Agree the positioning and Is the trolley bay neat, clean
lobby neat and clean and tidy quantity of all porch fixtures with and tidy? No rubbish in trolleys
including any surrounding all relevant management team. or baskets and in good
surfaces and edges? working order.
Ensure that all porch fixtures are
High level corners and ledges in good state of repair. Position trolleys in a neat line,
Overall exterior, neat, clean and to ensure customers safety must be clean and clear, all do not block the store entrance.
If store display outside, consider
tidy? No weeds, rubbish or dirt. and wellbeing. cobwebs and dust must be
the maintenance of fixtures and If baby straps are fitted, ensure
cleaned/removed.
Ensure all of the door and Do all customers know the protection of stock. they are working and fit in-line
windows are cleaned. proper procedures to follow Are all door edges and corners with H&S.
whilst self-serving clean? Any build up of dirt
If 24hr opening is in operation
around the door or on flooring,
is there external security lighting
keep clean at all times.
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 11
Store: 300 m2 floorplan Store: 300 m2 floorplan
Gifting/Homeware Fresh produce area

Cleaners/ disposables Promotional area

Groceries Impulse queue area

Chilled/frozen Check out 1

Outdoor range Check out 2

12 In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 13
Store: 100 m2 & 200 m2 floorplan Store: layout

Health & Beauty Baby Tights

Gifting Till
BGT Stand

RRT stand

Cleaners/ Housewares/disposables/napkins

Promotional metre
Groceries

Groceries

Outdoor ranges

Promotional metre

Groceries

Groceries

Baskets/Trollys

Groceries Frozen Chilled

Salad/Fruit & veg
FLOOR PLAN CUSTOMER FLOW
When designing your shop layout, the place to begin is Customers also respond to where products are
with a floor plan. Taking the measurements of the total placed. A zone merchandising strategy combines
available floor area and making note of changes in floor visual merchandising with your store layout design to
level, ceiling heights, or other structural discrepancies. highlight high-margin merchandise or merchandise
Gifting
Also bearing in mind plumbing and electrical you want featured. Creating zones using walls,
Coffee Bar

Gifting BGT stand

requirements. merchandise displays, and signage develops semi-
separate areas.
With this in mind the floor space can be segregated into
RRT stand sections. Larger stores may include an office, toilets, Merchandise displays are set up as speed bumps to
café, check out areas etc. keep the customer in the zone and slow them from
leaving the area until they purchase items they may
have not even come into the store for.
Cleaners/ Housewares/disposables/napkins
Cleaners/ Housewares/disposables/napkins

Cleaners/ Housewares/disposables/napkins

Till

Cleaners/ Housewares/disposables/napkins

“ It is essential to use all of the floor space

you have allotted for merchandise, base your
Sales Monitor

Tights Baby Baby

Promotional metre layout on the principles of customer behavior,

Health & Beauty

Till
and not sacrifice customer flow for artistic
taste.”
Groceries

Groceries
Promotional metre

Groceries

Drinks chiller
Outdoor ranges

Frozen

Checklist
Promotional metre
Groceries

Is the layout customer friendly? Are branded Campus&Co.

Groceries

Is the check-out area clearly bags available?

signposted and clear from Are impulse purchases (such as
clutter? sweets) available and fully
Chilled
Salad/Fruit & veg Baskets/Trollys
stocked?

In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations. In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
14 See disclaimer: Page 42 See disclaimer: Page 42 15
Store: merchandising
STORE PLANNING
Place destination purchases, such
as milk, eggs and bread, in the
furthest corner of the store. The
more products consumers must
walk by to get to them, the better
the chance for them to purchase
additional goods. Always place
impulse purchases, such as drinks
and sweets, near the cash register.
As consumers wait to pay for their
purchases, these displays may
attract them to buy more.
16
Store: merchandising
PLANOGRAM FRESH FOOD SHELF PROMOTIONAL
Merchandising is the art of staging When planning the grocery store, DISPLAYS PLACEMENT ITEMS
a store to encourage consumers to display categorized items beside Customers are used to seeing
When setting out produce displays, "Eye level is buy level".
purchase more products. others in the same category; promoted products on your store’s
always alternate green vegetables
Where you place items on your end caps, or gondolas, and will
Turning over product on the shelves e.g. with brightly coloured produce, such
store’s shelves can send subtle usually seek out those bargains.
is even more important in the as carrots or red bell peppers, to
home baking; signals to your customers that Be sure to place promoted products
grocery environment, as most of the engage the consumer’s eye.
flour\sugar\dried fruit\cake impact whether they make a there that have the highest profit
products have a finite shelf life, so
decorating. In all fresh food displays, including purchase. The priciest products margin for your business, instead
how quickly products leave the store
the deli, used staggered shelves so generally sit on the highest shelves, of simply the lowest price or best
can make or break your profits. Confectionery;
that more of the foods are visible giving rise to the term “top shelf.” promotion. Use “dump bins” or
sweets\biscuits\chocolate.
Below you can see excellent to consumers. Use props, such as Lower shelves should contain “offer bins” for impulse items, as
examples of good product ranging You can now choose where to flowers or bottles of wine, where “destination” products, or those consumers tend to associate these
and good use of shelving to minimize allocate the chilled goods, ambient appropriate to garner an emotional that people seek out and purchase bins with cheap prices.
gaps and clearly show where one goods and non-food items within the response that prompts consumers regardless of price or promotion.
range ends and another begins. grocery floor space. This will ensure to purchase. Reserve the bottom shelf for the least
the shelves are filled systematically, popular or generic products.
without any gaps.
Shelves that sit at eye level, known
as “reach,” should contain products
which are competitive, have a high
impulse-purchase rate, or are most
enticing to the customers. For
smaller categories where you want
to promote generics, place the store $
brand to the right of the national
premium brands.
Stock competitive products vertically
and related items across from each
other, so that your customers can
view all of the products without
Don't markdown out of habit. Don't
having to move down the aisle.
keep marking the same products
down; find out why you are marking
them down and stop buying those
products"
John Nicklin | Supermarket Specialist
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 17
Store: promotions
STORE PROMOTIONS
Not only a fantastic way to capture
impulse buys, they give variation in
the store layout and customers a
good reason to see what time-limited
bargains are in-store.
Here are some types of promotions
to consider:
1. Flash Sale: Section of shelving
with every day consumables. Use
contrasting ticketing to promote
the offer. This could be seasonal
or a stock clearance activity. E.g.
offer on Easter eggs during March.
2. Bulk Stacking: Objects displayed
in a centre island, to divert meter display showing good use of
consumer and create the
Checklist
Remember to think like a
customer, does the promotional
display make sense to a
shopper?
Ensure key lines have eye
catching ticketing of a
professional nature.
Remember the key idea behind
the promotion is to influence
your shoppers buying habits,
does it catch their eye?
18
impression of bargain products.
Large ticketing and posters to
attract customers, price being
the main USP. E.g. a great buy on
a branded hair dryer.
3. Speciality Products:
Home-wares and other one-off
purchases. Make it a creative
display with quality ticketing.
E.g. Offer on table lamps
4. Mark-down products: Groceries
that are nearing their BBD and
items that are damaged but
saleable can be marked down.
Use consistent signage to promote
the prices/offer.
Promotions need to be changed
frequently and ideally in line with
key supplier promotions.
Where possible use new lines,
extra free lines, special marked
prices and buy one get one free
offers for the vast majority of
your promotional offers.
Does your store have the same
colour and font throughout.
Are all specials in yellow or red.
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
Store: fixtures & fittings
SUPPLIERS OTHER DISPLAYS
"Don’t be afraid to delete poor Our AU stores are recommended to Shelving is the recommended display
performing products to allow you to work with the following: for most groceries, however, why not
bring in new products /ranges. This introduce some creative touch by
www.bethelshopfitting.com.au
allows you to open up on the strong showcasing some products in other
performing products that you run out www.siretail.com textiles such as wooden crates or on
on frequently. a power wall?
Campus&Co. stores prefer the use of
Drop out the bottom performers to
dark materials for fixtures - e.g. dark Power walls are effective ways to
allow you to bring in new products
grey or black. catch your customers’ attention with
from the top.  
hot selling goods displayed in an
Don’t markdown and markdown; Using the correct shelving will allow
eye-catching manner also helping to
take a decent amount off in one hit. you to maximise use of floor space
give the store a spacious feel with a
Ask yourself what better use could and product display. Streamlined
break in the wall.
be made of the space." metal racking will allow hanging on
ends of aisles, ticketing on
John Nicklin | Supermarket Specialist Below is an example of a standard 3
shelving to maximize stock levels.
A promotional unit should ideally
be items that customers buy
in addition to their normal
weekly shop.
The promotion should sell
out quickly if not it needs
discontinuing
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 19
Store: checkout area
PLACING YOUR
CHECKOUT
The checkout area of a retail store is
critical to more than cash handling
and payment processing. This
space accommodates all customers
and a variety of interactions, and is
typically the last area to make an
impression on customers.
Depending on the store layout, the
checkout area provides additional
visual merchandising opportunities.
Retailers use this space to
encourage impulse purchases of
complementary merchandise while
customers wait to pay.
As we move forward with
technology and self-service, we
need to ensure that our checkout
space is fit for purpose, space is
premium in our stores so we don’t
want to be wasting it on till areas.
Checklist
Is the layout customer friendly?
Is the check-out area clearly
signposted and clear from
clutter?
20
Online: shopify
"remember the most expensive thing
we sell is fresh air”
CONVENIENCE IS HELP &
So with this in mind the till area
KEY SUPPORT
needs to efficient, with good use
Offering online shopping to your Shopify, at a minimum, will run $29 The Campus Trading team have
of space, give the customers the
customers will not only enhance the per month for the basic plan. We developed a document with helpful
option to serve themselves and be
experience of your loyal shoppers, strongly suggest you add a register tips and links to resources on the
served if required. Where possible
but it will also pave the way for you to Vend for Shopify orders, which will following important steps:
mount the till units against the wall
to gain sales from people who don't run an additional $49/month. If you
to give back more retail space and
currently shop at your store. go with the discounted Advanced • Shopify FAQ's
use a queuing system to promote
Shopify plan, it will run $99/month • Implementation Plan
the last minute purchases
under the Campus Trading discount • Pre Launch Checklist
structure. • Order Processing
SHOPIFY FAQ'S
DESIGN IDEAS Once your site is operational, run
•
•
Refunds
Order Adjustments
Take advantage of wall-space It's best to start Shopify with a small through the order process a few
behind the counter to create portion of your products, rather than times to familiarise yourself with This document can be viewed here:
interesting/engaging displays. pushing all of your SKU's. Use the it, and launch to a select number
80/20 rule: 80% of your sales come of customers who will give you http://bit.ly/AU_OPS_Manual_Resources
E.g. promotional ware, Sales around from 20% of your product. Start feedback. This will give you an
the globe and other adverts/one with the products that bring the most opportunity to test the system out
school updates sales. and streamline processes before
launching to entire community.
Approach everything from the
customers point of view. Most There is no set fee for delivering
stores would stock things like orders, but most localities would
napkins under a single SKU which charge additional for this service.
would make that a product your You can also offer 'Click & Collect'
customer wouldn't be able to where the customer comes in store
purchase online. Remember, you to pick up their order.
want to give your customers' a
reason to shop in-store as well! Remember your most consistent For a great website example
Are branded Campus&Co. visit Campus&Co. Vancouver:
online customers could be your
bags available? To make reconciliations in Xero local businesses! vancouver.campusandco.ca
Are impulse purchases (such simpler, we suggest you use Shopify
as sweets) available and fully Integrated payments instead of (Password: 'campustrading')
stocked? Paypal or other third party processor.
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 21
Vend: introduction
WHAT IS VEND
Vend is the cloud based EPOS
system of choice for Campus
Trading globally.
The decision to work with Vend was
taken for a number of reasons:
• Vend is a cloud-based EPOS
software, so you can sign in and
work from anywhere. Easily
access your sales, products and
reports, and always have the
latest data to hand no matter
where you are.
• Vend’s software is fast, intuitive
and designed for modern retail.
It’s easy for you and your team
to use and works across popular
tablets, with hardware.
Hints & tips
• Vend can be used by either a
manned operator or if left in
cashier mode it can be used for
self service when the store
is unmanned.
• It is important that your file is
up to date and accurate and
that all Stock takes are
undertaken accurately and on
22
• This hardware can be ordered
from UBT so you can be
confident it will work seamlessly
with Vend.
• Vend is fast and inexpensive to
scale, so you can get set up and
selling in no time - and add new
staff, registers, sales channels
and locations in just one click
• Vend integrates and works
seamlessly with other world-
leading retail tools such as Xero
and Shopify so is fit for purpose
as we move forwarded towards
more online selling.
time so the system is up to date
and correct. Please use this link for
helpful articles from Vend to assist
you with your stock count.
http://bit.ly/AU_OPS_Manual_Resources
• All products available from DC
come with a Vend template for easy
uploading to your system.
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
Vend: standards
HELP AND EVERYTHING GLOBAL PRODUCT PRODUCT
SUPPORT FLOWS FROM VEND HIERARCHY VARIANTS
If you have any questions about An important pillar supporting our The Global Product Hierarchy is the Variants are made up of a parent
Vend, your first port of call should be Campus&Co. brand is the validity of foundation of your data in Vend, so product that includes basic
the Vend Help Document created data in Vend. it is critical that this is implemented, information and a set of child
by Campus Trading and includes particularly as you rebrand to products that represent different
many video tutorials : So what is being looked for? Here is Campus&Co. The product hierarchy variations of this parent product.
http://bit.ly/AU_OPS_Manual_Resources a checklist of specifics we suggest directly affects the following: Variant products need to be utilised
you run through with your team to for any times that come in multiple
validate the data in Vend, and bring • Management / Reporting sizes. Eg. meats, produce, hosiery.
If you have any problems, and it is your store to the global standard: • Team Structure
Vend specific, please either submit a • Shopify Menu Dropdowns In addition to improving your
ticket here: • Store Signage customers online shopping
experience, by using variants you
http://bit.ly/VendHQ_Helpdesk
Checklist You can download a copy of the will also be helping your cashiers.
Has the Global Product product hierarchy here: They will no longer have to stop the
Hierarchy been utilised? checkout process to manually type
Or email our AU Support Contact: http://bit.ly/AU_OPS_Manual_Resources in the grams as the quantity on the
Have you utilised the Global
order. This will also lead to easier
Jamie Armitage: Chart Of Accounts?
inventory management, as it reduces
E: jamie.armitage@vendhq.com Do you use the manufacturers potential errors.
SKU's on products? GLOBAL CHART
Are all item descriptions OF ACCOUNTS View a useful Vend Implementation
article on how to setup variants here:
in Vend entered using the
standardised nomenclature of: As we move towards becoming one
http://bit.ly/AU_OPS_Manual_Resources
global store, it is crucial that reporting
• It is also important that you use Brand Name Product Name Size?
across all regions is standardised.
the correct GST code for all Is meat stocked as variants, In order to help with this, there has
products. Please refer to the with the variants being each tenth been a Global Chart Of Accounts
EXPORT & IMPORT
GST guidance from the AU of a kilogram? developed for Xero. To make mass changes to products,
Government here: whether it be for implementing the
Is produce stocked in specific
The most recent copy can be hierarchy or changing descriptions,
http://bit.ly/GST_Calculator quantities. ie. 1kg bags or per
downloaded here: see the Vend Implementation guide:
piece?
http://bit.ly/AU_OPS_Manual_Resources http://bit.ly/AU_OPS_Manual_Resources
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 23
Store: storecards
SHOPPING REWARDS FOR HOUSEHOLDS & BUSINESSES
Storecards initiative includes an
impressive diverse range of E-Gift
Cards and Plastic Gift Cards from
leading supermarkets, high street
and online retailers.
Every time you purchase Gift Cards
from UBT, essential funds are raised
for student education.
The Storecards team and Campus
Trading are working together to
ensure that we maximise the income
spent within the community to earn
maximum rebate for our students.
Be sure to visit the website and
watch the video so you get a
good understanding of how using
storecards to supplement our
superstore spending makes a
positive impact on funds transferred
to our schools:
www.ubteam.com.au/storecards
The key message is to make both
brands work as both are vital funding
streams for our schools.
We are not asking community
members to spend more to fund
our schools just to spend what they
already do on a weekly basis in a
way that maximises rebate for our
students.
24
Store: giftcards
ONE CARD, MANY OPTIONS
Some practical ways to do this This way anything they cannot A great way to acquire new 2. Increase Brand Awareness paying in full, and your customer will
are as follows: get from the superstore they can customers while retaining the leave satisfied.
When your gift card is designed to
buy a card for and still support our loyal ones is to set up a gift card
Encourage community members match your store logo and brand, it Be sure to include gift cards in your
students. program. The many benefits of the
where possible to buy their weekly essentially works as a marketing tool superstore advertising to serve as
gift card are often overlooked by
groceries in your superstore by Make sure you attend the monthly in the customer’s pocket. As people a reminder to purchase. Gift cards
retailers. Gift cards are extremely
offering the range they want and by webinars and highlight promotions purchase more gift cards to give to can also be offered as a reward for
effective marketing tools that can
being open at the times they need. within the superstore using posters their friends and to dinner hosts, your customer loyalty or store promotions.
be displayed at the cash register for
or other methods. brand continues to be dispersed Marketing assets can be found in the
Either stock gift cards within the easy access.
among new customers. AU Community Team Folder:
superstore or promote calls to the Educate and enthuse your
1. Attract New Customers
website for direct purchases and customers; help them to understand 3. Improve Sales http://bit.ly/AU_Marketing
easy subscription options: the best way to spend their weekly Gift cards are usually effective at
Although gift cards are often set to
shopping dollars to help their any business accepting credit cards SETUP & SUPPORT
www.ubteam.com.au/storecards a specific amount, many customers
schools. for products or services that most
will end up spending more. The gift All information on
people want or need - such as our
card encourages customers to enter trading with
superstores! Gift cards encourage
the store and browse products. Campus&Co. gift
people who might not otherwise
Once they’ve started shopping, it cards can be found in
visit your store to take a look around
is likely that they’ll end up finding a this useful 'Vend Gift
and likely return to make additional
product that costs slightly more than Cards' document:
purchases.
the gift card’s value. Paying only a
fraction of the price is still better than http://bit.ly/AU_OPS_Manual_Resources
Please note!
• At this stage, these Campus&Co. gift cards are only available to be
redeemed at the Campus where they are purchased.
Eg. A gift card purchased at Geelong store can be redeemed at
Melton or Ballarat store but could not be redeemed in Brisbane store.
• The front right hand side of card is purposely left blank to enable stores
to stick a label with their own store logo, to help avoid any confusion
over where it can be redeemed. For Campus&Co. stores, this will be
simply the Locality name printed in white in the Montserrat font.
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 25
Stock: central buying
CENTRAL PROCUREMENT & DISTRIBUTION CENTRES
Global Buying Power,
Local Savings!
Your Campus&Co. brand is enabling
all localities and campuses to
offer the same “value for money”
superstore shopping experience, no
matter where they are in the world.
What does our commitment to being
a Campus&Co. store mean?
This means a commitment to the
four main pillars supporting the
Campus&Co. brand:
• Larger Stores
• Online Shopping (providing 24/7
access via a website)
• Signage and Visual Branding
• Supporting the Central
Procurement Model
Central Procurement:
Having the right products at the
right price is crucial to entice your
customers in and keep them loyal.
The Campus Trading central team
has set up a distribution centre in
Geelong with hundreds of key SKU’s
to service the requirements of your
store.
26
Stock: central buying
SUPPLY CHAIN
The Distribution Centre offers 3 the current order form to download. and then submit via smartsheet, as
We also have the use of warehouse
supply lines to your store: You then upload to smartsheet for you would with a stock order.
space in Ipswich QLD, and Perth Further advantages of the
processing.
WA, to store and despatch key Distribution Centre:
1. DC STOCK INVENTORY If you are not receiving these emails, 3. DROPSHIP
products to these regions.
subscribe here
• Easy Account Terms.
Weekly Order Forms are distributed Dropship Suppliers include some of
The central team has also negotiated
• Friendly and knowledgeable detailing all products available from http://bit.ly/AU_Procurement_Email the largest multi-national companies.
a number of central contracts with
customer service team who the DC. This gives you the advantage These suppliers deliver to your store
leading Suppliers which will allow you
know exactly why you are to choose product from stock across 2. COLLATED ORDERS or warehouse, allowing the DC to
to take advantage of:
doing what you are doing! a wide range of products, from focus on key stock items. Many of
household goods to everyday food Collated Orders are for more these have fresh and frozen options
• collective group buying power • One stop shop. products. Products are packaged specialised/gourmet ranges where available. Invoicing is largely done
• better rates
securely and delivered to your the range may have many SKU’s through UBT (except Campbells and
• better promotions • A product range tailored to chosen store (or alternative address). available and we do not have the PFD).
• better delivery our way of life. No refrigerated product is currently trading history to know what the best
• better payment terms.
• Vend templates supplied for distributed from the DC. Support of sellers are. Orders are sent out on a Examples of suppliers who will
all products. this model ensures long term price regular basis with the Procurement deliver direct to your store:
This will more importantly reduce
improvements. Email, collated over a period of two • Coca Cola
the workload on our Campus&Co.
• Direct marketing of DC weeks and the order placed with the • Schweppes
Community Team enabling them to
products to household Examples of brands currently supplier, brought into the warehouse • The Distributors
spend more time in customer service
customers. stocked in the DC available for order and distributed to stores. • Manassen Foods
and less time sourcing and collecting
anytime: • Campbells
products. • Access to national and global • Kraft (Gold Circle Fruit Juice) Examples of products not carried • PFD
promotions of “centre aisle” • Clorox (Glad Brands) in DC but are available for ordering
This also means stores will be able products. • McPhersons (Multix Brands) every 3 months: To order from Dropship Suppliers:
to offer customers a consistency of
• Johnson & Johnson (Baby) • Ambra Hosiery (some lines) You can order products from our
products and customers will know • Branded products for your
• Carmans (Cereals & Bars) • Lauke (Flour) dropship suppliers at any time! This
that you will have the items they store: signage, coffee cups,
• Auschar (Heat Beads) • JC Nuts is mostly through an online portal or
need when they need them. re-usable bags, aprons.
• Denbies (Samba BBQ Products) • Barkers (Sauces & Relishes) a document provided by the supplier.
• Monde Nissin (Food Group) For a list of current Dropship
At the same time, we need the
To order Collated Orders: suppliers and access to their
commitment from every store to
To order DC Stock: Watch for collated order ordering processes, please email the
achieve the volumes which in turn
A procurement email is sent to all opportunities in the weekly Central Team:
will assist to drive prices down.
teams each Tuesday which includes procurement email. A separate order
promotions, product updates and form will be available to download trader@campustrading.com.au
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 27
Stock: increasing sales
INCREASING FOOTFALL AND INCOME
1. Give free samples
When people receive something for
free, they feel special, and want to
reciprocate the favor.
By giving shoppers a small freebie
– be it a cookie or a tester or even
a demonstration of a product – you
can increase the chances they will
buy from you.
2. Popular items first
Put popular but inexpensive items in
key focal points to drive customers
to make small impulse buys,
and sell more by triggering what
psychologists call the “shopping
mindset”. Once people have made a
purchase, no matter how small, they
are more likely to buy more.
3. Brand aware
It’s really important that you stick to
the Campus&Co. brand, this makes
your shop prominent in the market.
You need to make sure that the
customers know your brand and
what you are offering.
28
Stock: rotation
WHAT IS STOCK ROTATION?
4. Keep it simple 7. Create the illusion of scarcity If food is taken out of storage or The following smartsheet system can
put on display, it should be used in be used to facilitate this activity and
Don’t offer too many choices, go People value things differently
rotation. Food stock rotation consists help decrease wastage.
for good, better and best People depending on how common or
in using products with an earlier use-
think they like choice – but too many scarce they perceive them to be. White is the normal entry, when the
by-date first and moving products
options can be paralyzing. The rarer a product, service or item has to be marked down, the cell
with a later sell-by date to the back
opportunity, the more valuable turns yellow: chilled is marked down
Limit the flavors, color and brand of the shelf.
it appears. Use signs such as two days before and dry groceries
options you store. If you offer too
maximum 4 items per customer, or in This ensures that food is used within 7 days before.
many alternatives, you may end up
stock for a limited time to encourage date and prevents unnecessary and
selling less (and will be left with a lot Once it is out of date the cell
shoppers to stock up on an item. costly waste (of food that has passed
of stock to turn). turns red.
its expiry date). Stock rotation applies
In addition to the above taking
5. Distract shoppers to all food types but is particularly It should be taken off the smartsheet
advantage of the previously
important for high-risk food. completely as soon as the item
When people get interrupted during mentioned national accounts will
leaves the shelf.
shopping they lose focus and free up valuable time in the store to If a stock is nearing its use-by-date,
become less price-sensitive. To concentrate on proven footfall driving stock may be reduced by including A smartform can be used by the
increase sales, distract shoppers activates such as: it in a day’s special at a lower price store team to enter each product in.
in-store with signage, images, and by in order to be more appealing to
• Coffee Mornings
asking them “Can I help you?”. When customers. While this is a possible
people return to look at products • Sample Days way to reduce your stock wastage
after a distraction, they are more you must never try to offer a dish
• New Product Launches and
likely to buy and spend more which contains an expired ingredient.
promotions
6. Let them touch the
• National and International
merchandise
Campaigns
Customers are willing to pay more for
• Marketing of speciality locally
items if they can see them and touch Checklist
sourced products
them. The sensory experience is
so important that the longer people • All of the above can create a Record dates on food when it Food with longer shelf life is Checking that food is in good
spend looking and holding products, buzz and excitement about your is delivered, used or put stored or displayed at the back condition before using it
the more they are willing to pay Superstore and encourage people on display Always using food in the Removing any out-of-date stock
for them. to visit more often
Food with a short shelf life are correct order from storage or display
stored or displayed at the front
of the shelf
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 29
Health & Safety: overview Health & Safety: chilled storage & display

Time and Temperature

The time and temperature of potentially hazardous foods must be controlled through the entire process, from receipt to serving:

Receive potentially hazardous food at 50C or below or 600C above, unless the temperature and the time taken to transport it
will not adversely affect the safety of the food.

Check that fridges are operating effectively at 50C or below and heating / hot holding equipment is operating effectively at 600C
or above.

Cook potentially hazardous food thoroughly to above 750C.

Ensure temperature measuring equipment is accurate to +10C by calibrating at least annually or per manufacturers instructions.

Health and safety law applies to all
businesses, no matter how small.
The following aspects to Health and
safety are your responsibility to fulfil:
Minimise the time potentially hazardous foods are between 50C and 600C by:
- Refrigerating as soon as received or prepared (allow steam to dissipate if steaming hot);
- Keeping under refrigeration as much as possible: only remove when ready to prepare, cook or serve;
preparing small batches of ready to eat foods such as salads and sandwiches so they can be refrigerated as each batch is
completed;
- Thawing, as much as possible under refrigeration or rapidly in the microwave. If thawed out of refrigeration the food must
TIP: SMART LIFTING be cooked or consumed in the following four hours;

S
- Cooling rapidly by dividing into shallow containers, stirring occasionally, placing in a freezer, refrigerator or cool room;
You are responsible for health and • Insurance - Reheating rapidly (< 2 hours) to 600C. 
SIZE UP THAT
safety in your business and to your • Fire Risk Assessments LOAD
employees/community supporters • Food Standards Follow the 2 hour - 4 hour guide:
and customers. You need to take the • Product Recall

M
Total time between 50C and 600C Action
right precautions to reduce the risks • Electrical Appliances
MOVE THE LOAD Less than 2 hours Refrigerate or use immediately
of workplace dangers and provide a • General Risk Assessments CLOSE TO YOU AS Between 2 hours and 4 hours Use immediately
safe working environment. • Data Privacy POSSIBLE More than 4 hours Throw out

A
There is information on Worksafe’s
website which will assist you to apply INSURANCE: ALWAYS BEND
duty of care and comply with the law: YOUR KNEES Recommended Monitor Suppliers
For Campus & Co insurance, we
www.worksafe.wa.gov.au work with Jardine Lloyd Thompson SYSTEM BRAND SENSORIST WEB ID
SETUP &
R
www.safework.sa.gov.au (JLT). Type of Connectivity Wifi gateway into ethernet Wifi gateway into ethernet

www.worksafe.vic.gov.au
RAISE THE LOAD
WITH YOUR LEGS Data Interval Every 15 minutes* Programmable SUPPORT
www.au.jlt.com Number of Channels 2 1
www.safework.nsw.gov.au
Visibility Web & App Web For professional advice and

T
www.worksafe.qld.gov.au They can provide access to guides assistance on food temperature
www.worksafe.tas.gov.au and fact sheets, policy and risk TURN YOUR FEET Alarm Type Email and push notifications Email only
monitoring in our superstores,
assessment templates, forms and IN THE DIRECTION Available Alarm Temperature, internet
Multiple please contact:
checklists, training materials. YOU NEED TO GO Parameters connectivity
Wireless Range* 100m 300m
Elton Pagden
Android App Available Yes No Mobile: 0448 477 628
Reliability High High www.foodcaresystems.com.au
Cost per Fridge** $180 $320
Checklist Battery Type 2 x AAA 2 x AA For other available resources
on Food Safety & Compliance,
Is your premise fully insured? Battery Longevity*** 1-2 years 1-2 years
Have all electrical Items been Are you monitoring your hygiene please see here:
tested & tagged and are these standards and carrying out a License or SIM cost None None
If relevant, have you applied for
a licence as a food premise? tests in date? regular cleaning schedule? Support Denmark / Foodcare Aust. Wide
https://shop.sensorist.com/
Have all relevant general and fire Are all fridges and freezers Website www.webidsystems.com.au http://bit.ly/AU_OPS_Manual_Resources
collections/all
risk assessment been carried regularly temperature tested and
out and are they up to date? is this recorded? * Line of sight, Depends on walls and whether sensor is internal or external mounting
** Based on 5 fridges/store
*** Battery life is determined by sensor reporting frequency and other variables.

30 In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
31
Display: styles and guidelines
X AREA
LOGO USE
The corporate identity for
CAMPUS&CO. | Your Superstore
is one of the most important
elements of the company’s
presentation.
It is vital that we maintain a high level
of consistency in all applications of
the logo.
The CAMPUS&CO. | Your
Superstore logo gives credibility
to every single piece of customer
communication and is the summation
of our brand, supporting everything
that follows.
The CAMPUS&CO. | Your
Superstore logo must be used in its
entirety and must not be separated,
cropped, distorted or reformatted in
any way.
MONO
32
Display: styles and guidelines
X AREA
X AREA
X AREA
X AREA
EXCLUSIVE AREA EXAMPLES OF
To retain clarity of our brand, the logo INCORRECT LOGO
must have its own exclusive clear
space so that it doesn’t get crowded
USE BRAND
by other graphic elements on the
GUIDELINES MAY 2018
page. 3.2 Icons
No visual items, at any time, may
breach the “x” area, which is A library of icons will
the width of the top of the “A” in be available to use for
CAMPUS&CO. | Your Superstore signage or other marketing
Backgrounds may be used behind material as needed.
the full-colour logo but must not be DISTORTED ROTATED BRAND
GUIDELINES Icons have been supplied in black & white MAY 2018
overly dark, busy or colourful.
versions. You may source your own icons only if
the one you require is not supplied, but it needs
3.2 Icons
to retain the same clean look and smooth
edges as the ones supplied.
A library of icons will
be available to use for
signage or other marketing
material as needed.
REPLACE
ELEMENTS UNREADABLEIcons have been supplied in black & white
versions. You may source your own icons only if
the one you require is not supplied, but it needs
to retain the same clean look and smooth
edges as the ones supplied.
DOWNLOAD ICONS
WHITE 11
COLOUR DROP SHADOW
IMAGE STYLE ICON STYLE
A special style treatment has been A library of icons will be available to You may source your own icons only
DOWNLOAD ICONS
created to set a mood for the use for signage or other marketing if the one you require is not supplied,
Campus & Co brand to give a unique material as needed. but it needs to retain the same clean
look & feel. look and smooth edges as the ones
Icons have been supplied in black &
supplied.
11
white versions.
ADDITIONAL TEXT ANY CHANGES TO LOGO
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
33
Display: styles and guidelines
SHOP STYLE
Where possible the CAMPUS&CO
Superstores should use a
monochromatic palette, with natural
textured accents such as wood, brick
and stone etc.
Please note that white shelving is
recommended for any cosmetic/
personal hygiene items, but black
shelving for all other products.
34
Display: styles and guidelines
MARKETING RESOURCES
BRAND GUIDELINES: SIGNAGE GUIDE: MARKETING ASSETS:
It's important for your marketing team We have secured excellent prices Each week with the procurement
to familiarise themselves and follow for our AU superstore signage! You email, the central team includes
the Campus&Co. Brand Guidelines can order the standard (or custom) marketing assets for your use. This
to ensure the same customer options for your Campus&Co. includes a rectangle jpeg for email
experience, globally. This applies Superstore anytime using this order banners, square jpeg for your BBM
not only in-store but anytime the guide and excel order form: superstore group chat, A3 pdf
customer comes in touch with our posters for instore advertising, and
brand be it email marketing, trading http://bit.ly/AU_OPS_Manual_Resources where relevant, a video clip:
days, or customer service.
Brand Guidelines available here:
QUICK MARKETING TIP:
http://bit.ly/AU_OPS_Manual_Resources
It's easy to overuse fonts and
colours to compete for customer
TEMPLATES: attention in your email marketing.
SHOP SIGNAGE Once you have registered to rebrand This broadcast example (from
Campus&Co., you will have access Campus&Co. Bundaberg)
The signage is to have either have Icons can be used on the signage to all resources available such as shows an uncluttered layout
a white or black background with where desired (see examples). These fonts, logo files, and templates and good balance of groceries,
ample clearspace so the elements icons have been supplied in black & for marketing, operations, events, DC products, Campus&Co
are easy to read. white versions. You may source your merchandising, and more. promotional, community driven
The primary font to be used on own icons only if the one you require As your global Campus&Co. content (video), opening times
signage is Montserrat. Playfair is to is not supplied, but it needs to retain superstore rebrand is a work in and sales results:
be only used as a secondary font. the same clean look and smooth progress, you will be notified as
edges as the ones supplied. See resource folder.
The colour palette is to be black further resources come available.
& white only to keep the brand There are no other embellishments Emails should be sent early in
consistent. We recommend that for to be added to the signs other than Contact the central team for the week at the same time so
assistance with Campus&Co.
any inhouse printing the background clean straight lines. customers can plan their grocery
is to be white to minimise the use resources. See page 43. shopping around the superstore
of ink/toner. specials.
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
35
Display: shop display examples
Your warehouse/storage area plays
a key role in your stores profitability.
TOP WAREHOUSE
A lean, well maintained warehouse TIPS
keeps your superstore running
efficiently, Effective warehouse 1. Keep your warehouse clean.
management, design and space Allocate an hour or two per week,
optimization are key to its efficient or even per month, to cleaning
and safe working. the warehouse.
2. Reduce clutter.
3. Adopt lean inventory practices.
Maintaining a lean inventory
means that you only keep around
what you need and nothing
more. Having a central account
with Geelong DC will help due to
weekly orders and low minimum
ordering levels.
4. Organize for safety. Safety
is priority when it comes to a
warehouse – after safety, you can
think about efficiency.
5. Keep track of inventory error
“Check your retail space
rates. Keeping track of what
is stocked to maximum
kinds of mistakes are being
capacity. Items sitting in
made, and how often, can
the warehouse will not sell!
provide key insights into areas don’t have enough space
Everything in front of the
where there might be room
customer”.
for improvement.
6. Place like items together. This will
save time.
36 In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
Staff: warehouse
7. Use a good inventory control
system. Once your goods are in
the optimal location, it’s important
to keep detailed records with
a good inventory control system,
which is a process for managing
the location, stock on hand, and
movement history of all items in
the warehouse.
8. Invest in labels and signs. “Once
the warehouse is organized,
make it easy to navigate with
clear labels. Create a floor plan
or map.
9. Utilize your space properly.
Poorly utilized space is a common
occurrence that happens in all
warehouses occasionally.
10. Maximize available space. Think
about the type and variety of
shelving used.
11. Make room for receiving.
A lot of inventory errors can
happen at receiving if your
inventory management personnel
to work.
12. Create a receiving policy and
procedure sheet. Write a policy
and procedure sheet on how the
inventory process works for
your store.
37
Tips: customer service
In today’s fast paced and competitive
retail industry Campus Trading’s
unique selling point is our community
environment where customers can
shop in safety and security.
This USP and atmosphere can be
enhanced by great customer service
ensuring your customers have a
great experience and want to return
again and again.
38
Tips: customer service
SOME TIPS TO ENHANCE THE 6. Listen to your customers If you want your customers to 9. Say thank you
be happy, you can reward them
CUSTOMERS EXPERIENCE: Success comes from listening to
with incentives and bonuses
As a famous man once said —
your customer: Richard Branson “…A customer is doing us a favour
that recognize their loyalty and
1. Remember no one is more 4. Stay visible and available for by giving us the opportunity to
One of the best ways to serve your uniqueness.
important than the customer. customers but do not hover serve”.
customer is by listening to them
8. Train your community
Excellent customer service starts Customers like there own space but from the start. The first and most Thank You is a phrase that you
supporters so they can
with knowing it is more profitable to also appreciate assistance when it important thing you can do is to hear can keep saying to yourself. When
answer any questions with
keep customers through excellent is needed, stay visible and available your customer out completely. Do customers come to your superstore
confidence
service than to have to replace and where necessary be proactive not interrupt or meddle when your they expect etiquette, decency, and
customers that are lost due to poor and offer assistance if it is clear the customer is explaining the situation. “Train people so well that they want general courtesy. And, a thank you at
service. customer is having difficulty. to leave, treat them well enough that the right point helps a lot when trying
7. Provide incentives
they’d want to stay” Richard Branson to win the trust of the customer.
2. Smile when you talk to or 5. Improve on the last impression and rewards
greet your customer you must properly train your 10. Remember you are awesome,
According to an old saying, “If you There are hundreds of businesses
employees so that they can easily stay positive at all times and
A smile can become your biggest don’t take care of your customers, that provide loyalty cards and
resolve any type of problem or be enthusiastic
ice-breaker when you want to then someone else will”. memberships to several of their
situation being addressed by a
establish a relationship with a regular users. These are called Everything you do creates money for
Your job does not end when the customer.
customer. A smiling face is always Rewards and Incentives and they our schools!
customer’s problem is solved or make a profound impact on a
accommodating, warm, and
when the sale has been made. customer’s point of view and opinion
inviting. Making your customers feel
Part of the customer’s experience about your business.
welcomed.
includes the right final impression
3. Maintain a positive attitude too. If you falter or get lazy ether
before the last lap or at the finishing
It is vital that your team keep a
line, then you do not receive the
positive and bright attitude when
coveted win, regardless of how good
dealing with your customers. There
is no substitute, as positivity has
your stint was in the metaphoric Customer Service Quick tips
race!
no replacement. If you maintain an Is someone always available on Have all shop floor community Also, remember everything
accommodating and inviting attitude, A subtle ‘Goodnight’ or a very the shop floor during manned Supporters been trained to be you do should enhance our
then you will easily avoid conflicts. cheerful ‘Goodbye’ also work. These store opening hours? Having a able to answer any questions customers experience: we
common courtesies might seem a bit friendly face always on show relating to the range you carry? need our customers to finance
cheesy or lame; however, they leave makes customers feel at ease ours schools!
a strong and lasting impact on a Have all community supporters
customer’s experience. who man the EPOS tills been
trained in the art of upselling?
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
39
Finance: reporting
BUDGETS
Make the numbers work for you:
Often the term ‘budget’ can give
a restricting feel; you may think
a budget means a cap or limit,
or it might make you feel you are
being micro managed. Instead,
budgets are intended to be used
as a financial guide that helps you
be successful. Introduce budgets
to all levels of your financials, and
set yourselves goals to monitor,
manage and achieve.
1. Revenue Budgets:
Share these with the team
and keep a frequent flow of
communication comparing your
current position to where you
should be up to period to date.
2. Cost of Goods Sold Budgets:
Prepare to monitor this as a
percentage of your sales. Your
GP% may be down 1%, but if
your sales are up by 10%, is this
a bad thing? Remember you bank
dollars, not percentages.
3. Operational Expense
Budgets:
Do you know how much it costs
your store to stay open? Does this
increase with volume? It’s a good
idea to measure both your fixed
40
Finance: reporting
TEMPLATES ACCOUNTING
Reporting tool:
DISCIPLINES
and variable expenses. Maybe Automate your reporting as much as Track your campus performance
set up two groups to review: The possible, and invest initial reporting using the 'powerfully simple' FATHOM
Running an efficient and • Don’t overdo red tape processes
more revenue, the faster you can set up time well. Make a brief list reporting platform. See example:
sustainable operation: and set up multi levels of
recover your fixed costs. At the of the key factors you want to be authorisation – it can squash
sure to know, and then work to get 1. Bank Rec’s: Keeping your http://bit.ly/AU_OPS_Manual_Resources
same time, aim to ensure your enthusiasm – likewise a slack
the systems to inform you of your accounting file up to date and
variable costs remain in sync with management team can find out
position at regular intervals. reconciled on time is a crucial task
your revenue trends. only too late that the business is
to sustainable business operations.
4. Inventory Purchasing Be sure that automated reporting running out of funds! Engender
When your reconciliations run late,
Budgets: doesn’t become another email to a culture of trust alongside
the less likely you are to know
In the retail world, such as delete. If reports don’t generate accountability so the team always
the health of your business. Don’t
your Campus & Co superstore, action items, it’s time to update the knows where they stand when
forget that at the end of the day,
Inventory management plays a layout. it comes to making financial
your store performance is made up
vital role. Without stock on the • Why is our cash balance of hundreds of transactions. Keep decisions.
shelves you may as well leave the decreasing when our sales are an open discussion amongst your • Due to the importance of the
door locked, however, old stock going up? teams as to what can be done to mostly unseen role of financial
sitting still (or worse still taking up • How come our expenses this streamline these processes. maintenance and bookkeeping,
an entire local households’ garage) month are double last months? 2. Delegated Authority: Quite it is a management responsibility
is one fast way to get to the point • Who can help us design a likely as you read this, you to ensure these positions are
where you are forced to lock your campaign get our old stock of are aware your superstore is competently occupied, just as
doors for good! Support your candle holders out the door? made up of volunteers working much it is crucial to have other
purchasing teams with monthly autonomously from home, calling team members understand the
inventory purchasing budgets • Can we work with the DC more systems and processes so that
to regulate our stock levels in between school runs or putting
geared to ensure your shelves are in countless hours to prepare for your store isn’t caught short.
full but there’s no extra dust to an influx of customers. You may You may not always know in
clean. also recognise the system itself advance of a team members’
5. Cash Flow Forecasts: is built up on trust and delegated circumstances changing and
Revenue is Vanity, Profit is Sanity, authority. This is a great thing and suddenly there is no one there to
Cash is King! Remember, our key a clear reason for success. keep the ball rolling!
purpose in Campus Trading is to
fund the education of the potential,
and above all to do this you need
to generate surplus cash.
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
41
 Legal: disclaimer
DISCLAIMER
This manual was initially prepared
for CAMPUS&CO. superstores
in UK. It is circulated for general
information and gives an overview of
requirements for our shops.
We have optimised the content
to suit our Australian operations
structure. However, as you would
be aware, laws and regulations
vary from place to place, and within
Australia we have State and Federal
laws as well as local by-laws. It is
your responsibility to ensure that
your operations comply with all these
requirements.
42
Maintenance: AU Central Team
WHO’S HERE TO SUPPORT YOU?
The Central Team work together to Campus Trading Sales Updates team members. This provides
The kinds of things that may be As our shops become more popular,
deliver a quality of service to internal letting the stores know the up to fast informed answers to urgent
regulated under parliament and they may attract attention from
and external customers. We work the minute sales figures and any questions.
council laws include: nearby residents or retail outlets. If a
with all national departments across important central or global updates.
• Permission to use the site for complaint is lodged, a full audit of the We use OneDrive as our preferred
the globe to improve service to
a retail shop operations can be expected. Each month the Central Team holds file share solution. The Central
campuses and to support in retail.
• Management of traffic a Webinar letting all campuses know Team have a folder structure which
The local operators will be held The Central Team is your first point
entering and leaving a site how we are doing against budget, includes all resources available to SS
responsible and should take all of contact for all issues that you have
• Licensing for storage and what events are coming up and any teams.
necessary advice to ensure that all is in store.
handling of food national or global initiatives they need
in order. If in doubt, send an enquiry Regional Team Leaders carry
• Items that can be sold The Central Team communicates to be aware of.
through to: the vision and are a valuable link
• Packaging with the superstores in a wide variety
This is followed up by an email between stores in your region and
• Opening hours trader@campustrading.com.au of ways to ensure all campuses
including all the links and resources the Central Team.
• Whether the workers are are kept up to date with the latest
and we can point you to resources to for items presented in the webinar.
in fact volunteers or could changes and any queries are In addition, please use this email
give the needed legal support.
claim to be employees answered in a timely manner. The Central Team also runs multiple address for all general enquiries:
• Advertising group BBM chats including a CT trader@campustrading.com.au
The Central Team sends weekly
• Health and safety Networking Chat for all superstore
• Storage of some types of
merchandise
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42
In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42 43
CONTACT US:

Campus Trading
The Precinct
Level 6, 10 Herb Elliot Ave
Sydney Olympic Park NSW 2127

Email: trader@campustrading.com.au

Copyright © UBT (EU) Ltd

This UBT Workbook is provided as a useful resource. While we are confident in the products and services,
you need not purchase them and should make your own enquiries and determine what is suitable for your
circumstances. Although every effort has been made to provide accurate and up to date information, in issuing
the document, no obligation is assumed to keep it up to date, nor is any liability assumed for the contents or
for the performance of any products and services acquired or their pricing and no endorsement or guarantee
is made or intended of anything in this Workbook by any UBT entity or by any officer, employee, agent or
representative thereof.

In addition to the content included in this manual, each store must take legal due diligence in every aspect of its operations.
See disclaimer: Page 42