Training Observation Checklist (TOC) Retail Foundation

Hospitality/Teamwork
Defining Hospitality, Hospitality Standards

Hospitality/Team work. Ideas 2015 1

  Greet regular customers by name, if possible
□ What is hospitality? A Magical Moment is an experience that results in a special
relationship between Ideas and a customer. Magical Moments are
Why hospitality is so important
not planned, they are created when you recognize an opportunity to
do that little bit extra for a customer.

In these situations, we get the chance to really impress a customer,

Hospitality is treating every customer like a and give them an experience that they will remember. An ordinary
special guest situation can be changed into a Magical Moment by how we handle
the situation.
 Hold the door for customers as you are entering the
Hospitality is important because customers will: building to come to work, or if you are working near the exit.
 Respect you  Handle special requests quickly and with a smile.
 Have confidence in you
 Tell others about you
 Come back again

□ Hospitality standards
What are the five hospitality standards?

Kids are the Future and kids have always had a special
□1 Genuine welcome and thank you
relationship. Kids should have a special experience every time
they come into Ideas. To make them feel special:
How you would greet someone your own age and
 Talk to kids at eye level
someone older differently?  Greet kids separately from the parents and try to take his
or her order, they’ll feel important
Make eye contact with each customer. Eye contact generates  Hand kids their bags separately
trust. Think about how you make eye contact when you are talking
with a friend. Make each customer smile. Keep a smile in your
voice, customers can hear it. Caution: Important that we do not touch Children at any time
during the visit. It could be perceive as child harassment.
Customize your greeting:
 If you know the customer’s name, use it when you greet
them.
 Display courtesy and respect in different ways with
different people. Older customers may appreciate a more formal
approach than you would use with a younger customer.
 When a child is with a parent, talk to the child and they’ll
feel important.
 Greet every customer with a warm, sincere greeting that
welcomes them to Ideas.

□2 Cleanliness

 Keep your working area clean and inviting. Notify your

manager if there are other areas that need attention.
 Be aware of the cleanliness of the Zone. If you notice
that Zone need cleaning, notify your manager.
 When you arrive at work or when you use the restroom,
pretend you are a customer and notice the cleanliness of your
Outlet. If there are any areas that need attention, notify your
manager.
 Ensure that your uniform is neat, clean and wrinkle-free,
and that you are well groomed.

□3 Creating Magical Moments

What is a “Magical Moment?” How you would turn the

following into Magical Moments: a customer walks in
with a small child in their arms, a regular customer
orders the same Articles in most visit? What does it
mean to say “Kids are the Future?” How can you
make a kid feel like a star?

Anticipating what a customer might need, and then responding

without being asked is what makes your service exceptional. Offer
to help, and if you aren’t sure how, ask:

Hospitality/Team work. Ideas 2015 1

 Hospitality/Teamwork
Hospitality Standards
□4 Manager as a hospitality ambassador
Give an example of when you would replace
Goods/Articles for a customer. Describe three
situations when you need to call a manager.
Here are some ways that you can support your manger to provide
each customer with a great Ideas experience.
Replace or Exchange items when:
 When an item is damaged or Faulty
 When a customer complains that something is wrong
with the Articles (an item doesn’t look good), call your manager
or CRO to handle that complaint.
Whenever you find it necessary, politely inform the customer that
you will get a manager to help address his or her need. You should
call your manager in any of the following situations:
 If there is a discrepancy over change issued to a
customer
 If a customer hands you a PK1000 bill or larger
 For Exchange or Return
 About Article related complaints such as sizes, services
and defects.
 About any accidents or injuries that happen on the
property. For liability reasons, the manager is the only one who
should talk to the customer about what happened
 If the media wants to ask any questions about the Outlet
or about corporate issues
 If a customer wants to ask questions about corporate
issues
 When a customer uses abusive language or becomes
violent
Substitutions
 A customer may want to substitute one Article/item for
another in a transaction, such as a Formal wear to Causal wear
instead. Or the customer may want to add an item, such as
accessories. If there is a price difference, you must clearly
communicate what it is and how it affects the total cost of the
Transaction.
 If a customer has a special request, look at this as an
opportunity to customize their visit and give them exactly what
they want (Length of a trouser).
 Ask your manager or an experienced Sales Executive
member to explain the customer request policies in your Outlet
regarding substitutions and additions.
Promotions/Campaign
 Promotions change frequently. It is important for you to
know what each promotion is about and what the value is for
your customers so that you can communicate this extra value
when customers buy their Articles.
 Examples of some promotions:
─Open House Sale (OHS)
─Winter Collection Sale (WCS)
─Special events in your store
 It is important for you to know what each promotion is
about and what the value is for your customers.
 For seasonal promotion, know the general rules and
regulations. If a customer needs more specific information, guide
customer towards Manager.
 If a customer wants to substitute an articles, try to give
them what they ask for.

□5 Accuracy

What should you do if a customer complains about

receiving the damage articles? What are the
customer request policies in your Store? How you
would handle a request for extra discounts? Name
…..Types of promotions. What are the current
promotion(s) in your store?

Replacements
Always double-check the order with the receipt, to make sure it’s
right. You can also go the extra mile by knowing how to handle
some common situations:
 If the customer has mistakenly received an item that was
not ordered, always correct the order and apologize for the error.
 Ask your manager if your store outlet has any other
policies about replacements. Never reuse or resell any items
from returned orders, even if it looks like the item hasn’t been
opened/damage.

Explain the differences

Some customers might not know how to find the best value
(Suggesting a Combos vs. separate articles/Items).

Hospitality/Teamwork. Ideas 2015 3

 Hospitality/Teamwork
Attitude and IPC&T

Attitude is contagious □ Turn a complaint around

What you can do to turn a customer complaint around

Turn a customer’s or teammate’s complaint around using LAST

technique:

The customer is the most important person in our Outlets.  Listen. Allow customers to tell you what’s wrong
 Without customers, we wouldn’t be here  Apologize sincerely
 Put yourself in the customer’s shoes. They may have  Solve the problem
had a bad day, need extra time to look at the Articles, like to see  Thank the Customer
more option(s), or be in a hurry
 Don’t sell anything you wouldn’t sell to your friends
 Clean, clean, clean – customers expect spotless □ IPC&T
surroundings
 Go the extra mile. Your customers will appreciate your Define IPC&T. What does value mean at Ideas?
willingness to anticipate their needs and go beyond their
expectations When you display hospitable attitudes and behaviors, you help your
 Use your best judgment to satisfy an unhappy customer. Outlet deliver outstanding IPC&T.
You can make it right
Integrity is doing the right thing, even if no one is
Remember, 80% of our customer’s watching.
experience depends on our attitude. Passion Passion is energy. Feel the power that comes
from focusing on what excites you.
These are some tips to help you spread a positive attitude:
First, be aware of your actions and thoughts: Creativity If you can dream it, you can do it.
 Don’t take things personally
Then, choose to be positive:
Teamwork Individually, we are just one drop. Together we
are an ocean.
 Stay calm
 Stay focused on your work

Give positive feedback – your customers and teammates will feel

good and the positive attitude will continue to spread.

Keep learning new Zone(s). The more you can do in the Outlets,
the better you’ll feel about yourself and the more valuable you’ll be
to the team.

□ How do you influence a customer’s attitude?

Name two actions you can take to influence a
customer’s attitude.

 Always be polite – if a customer speaks to you in an

unfriendly manner, don’t match his or her anger. Challenge
yourself to turn the customer’s anger into a smile.
 Don’t rush customers.
 When a customer is ordering different articles, listen to
the full order before cross-selling or clarifying orders.
 Handle special requests with a smile.
 Hospitality/Teamwork
Teamwork
□ Using teamwork to deliver
customer satisfaction
Describe three important ways to do your part.
It takes all of us to make it happen. We all contribute to hospitality
– not just the Sales associate front counter and Drive-thru crew.
Just as a sports team focuses on winning a championship, teams at
McDonald’s focus on providing customer satisfaction. Do your part
to ensure friendly service, good quality food, and clean
surroundings.
Do your part
 Arriving to work on time is very important. If you’re late,
your manager must reshuffle the team to cover your
responsibilities. The whole restaurant can be held up.
 Following procedures avoids delay, confusion &
Customer leave satisfied.
 Maintain your station, restock supplies, and keep your
work area as clean as possible.
 Even when you’re working your hardest, you may find
yourself falling behind customer requests. When this happens,
don’t be afraid to ask someone nearby for help (especially during
campaigns).
 Communicate to your manager when you are running low
on Merchandise/Articles or when you know something that could
affect the next shift.
□ Number of checkboxes missed _______. 100% needed to pass.
Trainee name
Help out where you can
 When possible, look for opportunities where you can help
people at other Zone(s). You might help others in different Zones
who’s running low, get Articles out of the stock room, or help to
clean up a spill that happened nearby. Be sure to check with
your manager first before leaving your Zone.
 During rush periods, it’s important for everyone to pull
together and lend a hand.
 Support team members who may be having problems,
like new Sales Associates members who are just getting the
hang of things.
 When someone makes a request, it’s often a good idea
to repeat what you heard the person say, just to be sure. Then
acknowledge the request.
 Make suggestions. If you see the same problem
occurring time and time again, tell your manager about it, and
offer some possible solutions if you have them.
 At the end of your shift, make sure you’ve cleaned, Stock
and prepared your Zone properly, so it’s ready for the next
person and looks just like you’d want it to be at the start of your
shift.
Give everybody respect
 People who work for Ideas’ come from all sorts of
backgrounds and can have very different ways of seeing the
world – diversity is one of our biggest strengths. Your co-
workers might be different from you in a lot of ways.
 Some differences are cultural: race, language, ways of
speaking and dressing.
 Some have more to do with personality: loud and
boisterous, quiet and shy, friendly and outgoing.
 Everyone, including you, deserves to be treated with
respect, kindness, and understanding, no matter what their
differences are.
Recognize the good work of others
 When somebody helps you out or does something that
makes your workday a little bit easier, remember to say thanks.
 When people do a good job, congratulate them.
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Trainer name