Standard Operating

Procedures Manual
A Resource Guide for Donor Services Employees

Updated as of November 2017

Donor Services Standard Operating Procedures

TABLE OF CONTENTS

SECTION: 200 - 1..................................................................................................... 2

Register Process and Procedures.........................................................................................2
Cashier Procedures.........................................................................................................2
Counterfeit Bills...............................................................................................................2
Register Variances...........................................................................................................2
SECTION: 200 - 2.................................................................................................... 4
Employee Purchases............................................................................................................4
SECTION: 200 - 3.................................................................................................... 4
Employee Dress Code..........................................................................................................4
Procedures:.....................................................................................................................4
SECTION: 200 - 4..................................................................................................... 6
Employee Gifts and/or Gratuities........................................................................................6
SECTION: 200 - 5..................................................................................................... 6
Exchanges/Refunds..............................................................................................................6
SECTION: 200 - 6..................................................................................................... 6
Career Services’ Ready for Work Gift Card (Replaces Clothing Voucher)............................6
Steps for CS Ready-to-Work Gift Card.............................................................................7
SECTION: 200 - 7..................................................................................................... 7
Career Services Latter Day Saints Voucher Program............................................................7
Procedure........................................................................................................................7
SECTION: 200 - 8..................................................................................................... 8
Supportive Services between Goodwill of North Georgia Career Service Department and
Georgia Department of Human Services/Division of Family & Children Services...............8
SECTION: 200 - 9..................................................................................................... 9
Action Request (AR).............................................................................................................9
Process for Submitting an Action Request (AR)..............................................................9
SECTION: 200 - 10................................................................................................. 10
Merchandising...................................................................................................................10
Donor Services Standard Operating Procedures
Soft Lines/Ready to Wear (RTW)...................................................................................10
RTW Miscellaneous Merchandising..............................................................................13
Shoes Merchandising....................................................................................................14
Front Window Color Story.............................................................................................14
Linen Merchandising.....................................................................................................14
Wares............................................................................................................................15
Electronics.....................................................................................................................16
Furniture Merchandising/Large Wares and E & M.......................................................17
Point of Sale..................................................................................................................17
End Cap Merchandising.................................................................................................17
Procedures for Merchandising End Caps:................................................................17
Safety Tips When Merchandising the End Caps:......................................................18
SECTION: 200 - 11................................................................................................ 18
SECTION: 200 - 12................................................................................................ 19
Use of Store phones...........................................................................................................19
Employee Telephone Etiquette.....................................................................................19
SECTION: 200 - 13................................................................................................ 19
Store Upkeep.....................................................................................................................19
Touch Up-Paint..............................................................................................................20
ACKNOWLEDGEMENT............................................................................................................21
Donor Services Standard Operating Procedures

SECTION 200

Front Sales
Floor
Operations
Donor Services Standard Operating Procedures
SECTION: 200 - 1
REGISTER PROCESS AND PROCEDURES
CASHIER PROCEDURES
1. There should be an additional register set up each day to handle excessive lines while a cashier
is on break or at lunch. Based on scheduling at your store, a Manager-on-Duty (MOD) register
may be set-up for the day.

2. Management is required to handle all voids, cancel transactions and refunds. The cashier
and customer must be present while the manager is handling the refunds.
3. Team Leads are allowed to handle voids and cancel transactions only. If register card is
not programmed to position specific, contact IT at helpdesk IT@ging.org.
4. The register drawer should only be opened by a member of management.
5. A register cannot be opened to make change for a customer.

COUNTERFEIT BILLS
1. All bills in the amount of $5.00 or more must be authenticated with a counterfeit pen or
additional security methods for authenticating the validity of bills. A light mark indicates a bill
that passes. A dark (black in color) indicates a suspicious bill.
2. If a bill is identified as “suspicious”, the cashier should inform the customer that the bill may
be counterfeit and the law requires Goodwill of North Georgia to retain the bill.
3. If the customer becomes irate or confrontational, hand the bill back to the customer.
4. If the customer wants to continue with their purchase, they will need to use other means of
payment, such as a credit card.
5. Contact the local police department using the non-emergency number to examine the
suspicious bill. If the bill is counterfeit, the police will take the bill.

REGISTER VARIANCES
1. Store management should address register variances (overages/shortages) with cashiers, team
leads and ASMs in the following disciplinary manner:
a. The first occurrence of $10.00 or more will result in a verbal warning.
b. The second occurrence of $10.00 or more will result in a written warning.
c. The third occurrence of $10.00 or more will result in suspension.
d. The fourth occurrence of $10.00 or more will result in termination.
e. Variances of large amounts will be dealt with on an individual basis and could lead to
suspension on the first occurrence.
f. Continuous variances by a cashier or any member of store management including team
leads, may result in corrective action.

g. Any verifiable, excessive variances can result in immediate

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Donor Services Standard Operating Procedures
h. All of the above is considered careless or insufficient job performance; therefore, any
combination could lead to termination.
i. Management must report any variances $20.00 and more to the Director immediately.

The cashier and management staff, including team leads must read and sign Section 200 - 1 (Register
Variances) acknowledging progressive discipline when it comes to cash over/short.

Signature Date

Print page 2 and 3 of Section 200 of the SOP (Register Process and Procedures).

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Donor Services Standard Operating Procedures
SECTION: 200 - 2
EMPLOYEE PURCHASES
Goodwill of North Georgia holds the Store Manager and/or Assistant Manager responsible for ensuring
that all Employee purchases are accurately made.
Employees may make purchases in any Goodwill of North Georgia retail store other than the one where
they are currently working. Members of an employee’s immediate family and household members may
not shop in the store where the employee is currently working.
An employee may not benefit from any purchase made by any third party on the employee’s behalf.
Merchandise must be on the sales floor 24 hours before an employee can purchase it.
In order to receive a 25% discount on store merchandise purchased at any Goodwill retail store, the
employee must show his/her “employee photo ID” to the store manager or ASM processing the sale
before the manager rings up the purchase.
The store manager or ASM must ring up ALL employee purchases including purchases where the
employee does not wish to receive the 25% discount. The manager ringing up the sale will ensure that
the back of the sales receipt contains the signatures and printed names of the employee and the
manager.
The store manager has the right to check all employees’ packages at the door as the employee leave the
store.
Truck drivers, employees or temp drivers, cannot purchase from any store while making a delivery and
out of their hub locations.
Temp drivers cannot shop at Goodwill until 24 hours after their assignment ends.
Goodwill employees may shop at a new store during Grand Opening Day as long as they are not an
employee of that store location or they were not working at that store location prior to the store
opening.
EMPLOYEES CANNOT USE THEIR DISCOUNT ON GRAND OPENING DAY.

SECTION: 200 - 3
EMPLOYEE DRESS CODE
Goodwill of North Georgia, Inc. expects all employees to present a professional appearance that is
appropriate to their job and position within the agency. All employees of any department and/or all
participants of any Goodwill of North Georgia training program that are working in a GNG retail location
must follow the procedures listed below. For further clarification refer to the Employee Handbook
Section 7.22.

PROCEDURES:
1. All employees, may receive uniforms, 5 shirts and 5 pairs of pants, skirts or shorts from their
store’s inventory twice annually at no cost to the employee. This includes ADC and
Transportation employees. ADC and Transportation managers should coordinate with store
managers for the ADC and Transportation employees to receive their uniforms.

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Donor Services Standard Operating Procedures
2. These uniforms MUST meet the guidelines below and must be approved by the Store
Management in advance.
a. Shirts must be either solid white or solid blue.
b. Shirts must have a collar and sleeves.
c. Short sleeves are acceptable. Sleeveless shirts are not allowed.
d. Shirts may be golf type, blouses, and/or have button down collars.
e. If an employee wears shorts or skirts, the length of the garment must come to the knee.
Anything shorter is unacceptable.
f. Pants, shorts and/or skirts must either be solid navy blue, black, or khaki.
g. Jeans are not allowed.
3. Management staff must enter the number of uniforms that the employee receives on the
Confidential Uniform Log in the employee training file.
4. If an employee needs additional work clothing, he/she may purchase the needed items at the
store where they work at a 50% discount.
a. Purchases are limited to the approved uniform items and cannot exceed 5 shirts and/or 5
bottoms that meet the approved uniform guidelines.
b. The items purchased cannot include jeans or any item that is not part of the approved
uniform.
c. Management must follow the “employee purchase” program for all 50%-off uniform
purchases.
d. Employees may purchase one jacket twice a year at 50% off.
This is the only exception to the rule against employees shopping in the stores where they are
employed. The store manager must approve these purchases.
5. Purchases must be made before or after an employee’s shift or during a lunch break. Selections
are to be made from non-current tagged items and from the sales floor only.
6. Employees may wear solid black or blue jackets. No jean jackets or hoodies are not allowed.
7. Supervisory and hourly uniforms are not differentiated by color or style.
8. Goodwill of North Georgia participates in a Protective Footwear Program.
a. Employees must report to work in approved protective footwear.
b. Other footwear will not be acceptable.
c. Employees will be sent home without pay if they fail to report in approved footwear.
d. Employees must sign Protective Footwear Policy Acknowledgement Form.
e. The Protective Footwear Policy and Acknowledgement Form is available on SharePoint.
f. Disciplinary action will be issued for failure to comply with this policy.

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Donor Services Standard Operating Procedures
9. Goodwill of North Georgia issues nametags to all employees at their time of hire. All employees
are required to wear their nametags either on a cord around their necks or clipped to their
clothing in clear view when reporting for work.
Members of Management and Team Leads are required to wear Business Attire to all meetings,
classes and any other Goodwill professional events.

SECTION: 200 - 4
EMPLOYEE GIFTS AND/OR GRATUITIES
Employees of Goodwill of North Georgia and/or Goodwill Stores as a whole are prohibited from
receiving gratuities from donors and/or customers in any form. This includes gifts, money, tips for
assistance, items that are being donated, and/or food and drink (e.g., coffee, donuts, cookies, etc.).
In addition, an employee of Goodwill of North Georgia is prohibited from delivering any items purchased
from a Goodwill store to a customer. This policy include hours “on” and “off” the clock during
employment with Goodwill of North Georgia. This is viewed as a conflict of interest and will lead to
disciplinary action up to and including termination.
Employees of Goodwill of North Georgia may not solicit customers for any business venture or service
they may provide outside of Goodwill of North Georgia.

SECTION: 200 - 5
EXCHANGES/REFUNDS
It is the policy of Goodwill of North Georgia not to provide exchanges or refunds of store merchandise.
However, when there are special circumstances concerning an exchange or refund, the store manager
has the authority to make a decision on how to best resolve the issue. The customer must have the
receipt and have the merchandise being returned if they want the Manger to consider making a return
or exchange.
When a manager does make the decision to honor a refund, he/she must complete and issue a gift card
at that time. Amounts of $20.00 or less should be handled at the store level. Contact your Director to
receive further directions if the amount equals more than $20.00. The manager and the cashier must
sign all receipts.
In every event, management should try to have the customer accept an exchange rather than a cash
refund. Exchanges and refunds are only to be honored if the receipt is presented.

SECTION: 200 - 6
CAREER SERVICES’ READY FOR WORK GIFT CARD (REPLACES CLOTHING VOUCHER)
Teamwork is one key to the success of Goodwill of North Georgia. All departments of the organization
have a commitment to share, trust, participate and accept responsibility to achieve our common mission
of “We Put People to Work.”
In November 2012, Career Services (CS) replaced the Clothing Voucher system with their own “Ready for
Work” gift card. This new process will ensure better control methods for tracking the expense and
revenue associated with the clothing voucher.

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Donor Services Standard Operating Procedures
STEPS FOR CS READY-TO-WORK GIFT CARD:
1. The Career Services (CS) Program Manager or Coaching staff will bring the participant into the
store to shop. (If the participant will go alone, Career Services will notify Donor Services’ store
management prior to the participant’s arrival.)
2. The participant can only purchase clothing or accessories that are associated with helping the
participant obtain employment.
3. Each gift card will have a $15 dollar store value.
4. The management staff will ring up the participant’s sales transactions.
5. The sale must be rung up as a tax-exempt transaction.
6. Management will tender the transaction out by hitting the gift card payment key.
7. Hit CASH a second time to produce a duplicate receipt transaction. Keep one copy for the
Support Services Accounting Department.
8. The cards are not reloadable and must be collected at the end of each sale.
9. All cards and receipt copies must be returned to Support Services Accounting department.

SECTION: 200 - 7
CAREER SERVICES LATTER DAY SAINTS VOUCHER PROGRAM
Goodwill of North Georgia has had a long and successful relationship with the Latter Day Saints
Organization. Goodwill has been an active partner in assisting their members with emergency relief.

PROCEDURE:
1. Vouchers must be on Goodwill of North Georgia, Inc. letterhead.
2. Vouchers must be an original, not a copy.
3. Vouchers must have the signature of the Vice President of Donor Services signed in blue ink.
4. Vouchers are not “date sensitive” and will be honored regardless of their age.
5. The Bishop’s signed order form must accompany all vouchers. This form will list the items that
are to be purchased.
6. Goodwill’s store manager or ASM will list the items received and the price of each on the back of
the original Goodwill of North Georgia, Inc. Letterhead Voucher.
7. The customer must sign the receipt.
8. Both the voucher and the Bishop’s order is sent to the Donor Services office manager.
9. Clothing cannot be “Special Priced” items.
10. Furniture must not exceed the guidelines listed below:
11. If there is any uncertainty, call the number on the letter provided.

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Donor Services Standard Operating Procedures
a. Sofa - $40.00 b. Loveseat - $30.00 c. Chairs - $20.00
d. Dining Room Sets - $40.00 e. Coffee Tables and Chairs - $15.00

SECTION: 200 - 8

SUPPORTIVE SERVICES BETWEEN GOODWILL OF NORTH GEORGIA CAREER

SERVICE DEPARTMENT AND GEORGIA DEPARTMENT OF HUMAN
SERVICES/DIVISION OF FAMILY & CHILDREN SERVICES
The following steps should be followed when receiving a voucher from the Department of Family
and Children Services (DFCS):
1. Client walks into Career Center and advises staff he/she has a voucher from DFCS.
2. Career Center staff contacts WFD job coach (or other staff) that client with a voucher is there.
3. Job coach greets the client, verifies the dollar amount on voucher and required SNAP
signatures and explains what items are eligible for purchase.
4. The Job Coach takes the client to the store to a cashier and advises cashier to page job
coach when client is ready for checkout. The cashier should advise the manager that
he/she has a client with a d DFCS voucher.
5. While the client is shopping, the job coach will retrieve the gift card from the program
assistant.
6. When the client is done shopping, he/she will take the merchandise to the register and
the cashier will page the job coach.
7. The job coach collects the voucher from the client, confirms eligibility of the items
being purchased and presents the gift card to the cashier. (Purchase total CANNOT
exceed the voucher amount – No change is given – Balance remains on the card.)

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Donor Services Standard Operating Procedures

SECTION: 200 - 9
ACTION REQUEST (AR)
Action Request (AR) ISO 9001:2004 is a Quality Management System. Goodwill of North Georgia is the
only Donated Goods business in the world to receive ISO Certification. Continuous improvement is an
essential part of the system. To help facilitate improvement within Donor Services Standard Operating
Procedures, Goodwill of North Georgia has implemented a process for management to identify
improvements, corrections, and prevention. This process uses an “Action Request” Form via SharePoint
to document submitted requests.

PROCESS FOR SUBMITTING AN ACTION REQUEST (AR):

1. Identify an issue.
2. Open and enter the information into SharePoint via the AR system link.
3. Be sure to include as much detail as possible.
4. Submit the AR via the AR system.
5. The opened AR will be reviewed by the Continuous Quality Improvement (CQI) Department.

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Donor Services Standard Operating Procedures
6. The AR is reviewed and assigned to the responsible person(s).
7. The Director responsible to the assigned party will receive an open AR report weekly to ensure
consistent review and updates are accurate.
8. The CQI Department will monitor the action taken towards the closure of the AR and the AR
system will automatically send out updates as the AR is updated.
9. Once the AR is updated by assigned party and the closure is verified as completed the CQI
department will close the AR.

SECTION: 200 - 10
MERCHANDISING
Merchandising is more than simply the arrangement of products on the shelf. It is an integral
component of a company’s image. When you examine your merchandise on the floor you are examining
the customers' experience. Proper merchandising is one of the most beneficial ways to engage and
inspire shoppers to encourage them to buy more of the products you want them to and to increase your
sales margin and return on space.

SOFT LINES/READY TO WEAR (RTW)

Each store should be merchandised with solids as the most visible category in front of the door (see
diagram below highlighted in yellow) as you enter the store. In addition, each RTW row should be
merchandised beginning with solids (see diagram below highlighted in green) on the ends of each aisle
and working your way in with like it items together, separating solids from prints in each group.
(Example: Solid Collar, Solid Collar, Print Collar, Solid No-Collar, Print No-Collar, Solid Suit, Print Suit,
etc..) Refer to the layout below.
RTW should be hung in the following manner:

1. As you face a rack of clothes on the sales floor, the left side of the garment should be facing the
aisle with the colored barb visible from the aisle. This includes, all children clothes, all women
clothes (except jeans) and all men clothes (except jeans and pants).
2. Men pants should be hung with the zipper facing the aisle.
3. Women and men jeans should be hung with the waist to the aisle.

4. All colored barbs should be facing out, visible in the aisle.

5. All racks should have a height of “48-49”.
6. Each RTW rack should have only one price sign.
7. Price signs should be placed on racks in the following manner:

a. Row 1 – Right side of rack

b. Row 2 – Left side of rack
c. Row 3 – Right side of rack
8. Price signs should be in color and laminated and printed at the store.

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 SPECIAL PRICE/FORMAL/LADIES SOLID DRESSES Dressing Room Dressing Room Dressing Room
LADIES PRINT DRESSES/LONG COATS SOLID/PRINT
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prints.
RTW should be colorized from light to dark using the approved color chart separating solids from

Donor Services Standard Operating Procedures

10. T-Shirts are unisex in nature and may be displayed

9. If you are hanging two items on the same rack, (i.e. Suits and Blazers) you must use the
Shoes
Shoes

Shoes
Shoes

Shoes
Shoes
LADIES SUITS SOLID JACKETS SOLID

to approved signage on SharePoint)

merchandise together that has been approved by your Regional Operations Director. (Refer
appropriate sign indicating both items merchandized on that rack. (Note: You can only hang
LADIES SUITS PRINT JACKETS PRINT
LADIES BLAZERS PRINT

Shoes
Shoes

Shoes
Shoes

Shoes
Shoes
LADIES PLUS/MATERNITY BOTTOMS SOLID/PRINT

LADIES BLAZERS PRINT LADIES PLUS/MATERNITY TOPS SOLID/PRINT

REGISTERS
LADIES BLAZERS SOLID LADIES PAJAMA BOTTOMS SOLID/PRINT

Shoes
Shoes

Shoes
Shoes

Shoes
Shoes
LADIES BLAZERS SOLID LADIES PAJAMA TOPS SOLID/PRINT
LADIES L/S SOLID COLLAR SHIRTS LADIES S/S PRINT COLLAR SHIRTS LADIES PRINT SKIRTS

LADIES L/S SOLID COLLAR SHIRTS LADIES S/S PRINT COLLAR SHIRTS LADIES PRINT SKIRTS
LADIES L/S PRINT COLLAR SHIRTS LADIES S/S SOLID COLLAR SHIRTS LADIES SOLID SKIRTS

LADIES L/S PRINT COLLAR SHIRTS LADIES S/S SOLID COLLAR SHIRTS LADIES SOLID SKIRTS
LADIES L/S SOLID NO COLLAR SHIRTS LADIES S/S PRINT NO COLLAR SHIRTS LADIES PRINT PANTS

LADIES L/S SOLID NO COLLAR SHIRTS LADIES S/S PRINT NO COLLAR SHIRTS LADIES PRINT PANTS
LADIES L/S PRINT NO COLLAR SHIRTS LADIES S/S SOLID NO COLLAR SHIRTS LADIES SOLID PANTS

LADIES L/S PRINT NO COLLAR SHIRTS LADIES S/S SOLID NO COLLAR SHIRTS LADIES SOLID PANTS
LADIES PRINT SWEATERS LADIES SLEAVELESS PRINT SHIRTS LADIES SOLID PANTS

LADIES PRINT SWEATERS LADIES SLEAVELESS SOLID SHIRTS LADIES SOLID PANTS
LADIES PRINT SWEATERS T-SHIRTS LADIES PRINT SHORTS

LADIES SOLID SWEATERS T-SHIRTS LADIES SOLID SHORTS

LADIES SOLID SWEATERS MENS PRINT SHORTS LADIES JEANS

LADIES SOLID SWEATERS MENS SOLID SHORTS LADIES JEANS

MENS SOLID SWEATERS MENS JEANS LADIES JEANS

MENS PRINT SWEATERS MENS JEANS LADIES JEANS

MENS L/S PRINT COLLAR SHIRTS MENS PRINT PANTS KIDS COATS SOLID/PRINT

MENS L/S PRINT COLLAR SHIRTS MENS PRINT PANTS KIDS DRESSES SOLID/PRINT
MENS L/S SOLID COLLAR SHIRTS MENS SOLID PANTS KIDS PRINT BOTTOMS

MENS L/S SOLID COLLAR SHIRTS MENS SOLID PANTS KIDS SOLID BOTTOMS
MENS PRINT SUITS/BLAZERS MENS SOLID PANTS KIDS PRINT TOPS

MENS SOLID SUITS/SOLID BLAZERS MENS SOLID PANTS KIDS SOLID TOPS
 WHITE

CREAM

TAN

YELLOW

ORANGE

PINK

FUCHSIA

RED

BURGUNDY

PURPLE

BLUE

NAVY

TURQUOISE

GREEN

BROWN

GREY

BLACK

Hang all garments by the following categories:

Women’s Wear RTW

Blazers Jeans Sleepwear T-Shirts

 Once piece  Categorized as unisex
 Two piece with Men T-Shirts
 Gowns
 Robes
Blouses Pants Slips (same rack) Sweaters
 Long Sleeve Collar/No Collar  Half Slips
 Short Sleeve Collar/No Collar  Full Slips
 Sleeveless  Camisoles
Coats Plus/Maternity Sweaters Vests
 Tops
 Bottoms

Dresses Shorts Swimwear

 Formal Wear  One Piece
 Dresses (other than formal)  Two Piece

Jackets Skirts Suits

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 Men’s Wear RTW

Blazers Jeans Shorts T-Shirts

 Swimwear  Categorized as unisex
 Shorts (all) with Women T-Shirts
Coats Pants Suits Vests
 Jogging Pants
 Pajama Bottoms
 Dress Pants
Jackets Shirts Sweaters
 Long Sleeve
Collar/No Collar
 Short Sleeve
Collar/No Collar

Ch ild ren’s Wear RTW

Infant (0-24 months) Children (2T ^)

Girls/Boys Tops Girls/Boys Tops
Girls/Boys Bottoms Girls/Boys Bottoms
Dresses/Coats

Seasonal layout changes should be made to accentuate seasonal items. Inventory levels of certain
categories of seasonal goods should be increased or decreased according to the season.
1. Expand and move short sleeve blouses, shorts, swimsuits and t-shirts forward during the spring
and summer months. Decrease these sections and move these items to the back during the fall
and winter months.
2. During the fall and winter months, coats, sweatshirts, sweaters and long sleeve shirt
sections should be expanded decreased and moved to the back during spring and summer
months.
3. All RTW items should be merchandized and categorized according to the standard store layout.
4. Ready-to-Wear (RTW) processors should be instructed to put out product that meets quality
guidelines.

RTW MISCELLANEOUS MERCHANDISING

Hang all RTW Miscellaneous items by the category separating solids from prints. RTW Miscellaneous
signage should be facing the aisle on the left side of the rack.
RTW Miscellaneous categories are as follows:
1. Ties - Colorize on the tie fixtures located on the shoe racks.
2. Scarves - Colorize on rack toppers.
3. Handbags - Colorize on wall and/or display racks; solids on top; prints on bottom.

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 4. Belts - Colorize on the belt fixture.

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 5. Underwear, Hats, Socks, Caps, Gloves, etc. - Merchandise in wire baskets placed over the racks
in the men, ladies and children’s areas. Baskets are placed on rows according to layout.
6. Jewelry - Merchandise in the jewelry case coordinating displays of similar items and keep the
jewelry display full. Only approved fixtures should be used in the jewelry case.

SHOES MERCHANDISING
Shoes should categorized separating men, women, and children. Solids should also be separated from
prints. Colorize shoes striping horizontal from left to right striping per four foot section. Separate shoes
by the categories listed below.
1. Colorize Men’s Shoes: boots, dress, sports shoes.
2. Colorize Ladies’ Shoes: high-heels and flats, boots and sports shoes.
3. Colorize Children’s Shoes: shoes, boots and sports shoes.
4. Children sizes are up to 5 ½
5.Men’s and Ladies sizes began at size 6.
6. House slippers and flip-flops will be displayed accordingly, based on quality guidelines and
supply.

Shoes Shoes Shoes

Shoes Shoes Shoes

Shoes Shoes Shoes

Shoes Shoes Shoes

Shoes Shoes Shoes

Shoes Shoes Shoes

FRONT WINDOW COLOR STORY

Goodwill of North Georgia’s policy is that the two-way display fixtures (waterfall) in the front of stores
will maintain a color story of no more than three colors at all times. Change these displays based on the
“Retail Promotional Poster Timetable” and ensure that the displays reflect the current season.
The front of the waterfall should only display tops, sweaters, shirts, and/or blouses. Do not display
pants or skirts on the front of the waterfall. Include the window display items in your regular rotation
cycle.

LINEN MERCHANDISING
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Merchandising of linen will be store-specific based on store layout and fixture types which include:
outriggers, gondolas, and linen fixtures. Linen should be colorized from light to dark.
The categories for the linen baskets are: Bath Towels, Hand Towels, Table, Children, King, Queen,
Full/Twin, and Misc. Approved signage can be found in Share Point.
Linen Bins - Display like-items together as follows:
 King Sheets and sheet sets
 Queen Sheets and sheet sets
 Full Sheets and sheet sets
 Twin Sheets and sheet sets
 Towels and towel sets
 Children’s Bedding
Hang Racks - Hang like-items together:
 Comforters
 Bedspreads
 Drapes
Shelves - Display like-items together:
 Decorative pillows
 Placemats
 Napkins
 Curtains

WARES
Display all Wares on the Gondola Runs according to the categories listed below. Traditionally, figurines
are placed nearest the furniture area. Beds and bath & office wares are usually displayed nearest the
book shelves.
The Senior Director of Retail Operations must approve any reversal or change of this layout in existing
stores. The Senior Director of Retail Development must approve any changes in new stores.

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 FIGURINES/VASES/

POTS/PANS/

BED/BATH/
GLASSWARE

SEASONAL
GLASSES AND
METAL
FURNITU

PLASTIC
DISHES

WICK

TOYS
ER
LIN
EN

LARGE
Separate and display the Wares Area as follows:
1. Figurines / Vases / Glassware
2. Wood (colorized light to dark striping vertical)
3. Metal (colorized light to dark striping vertical)
4. Glasses and Cups
5. Dishes
6. Pots, Pans, Cookie Sheets, Bakeware (metal or glass)
7. Plastic (colorized light to dark striping vertical)
8. Seasonal Items (categorized chronologically by the season/holiday)
9. Wicker (colorized from light to dark striping vertical)
10. All toys including battery operated (colorized from light to dark striping vertical)
11. Bed, Bath and Office
12. Sporting goods are displayed on the wall next to electronics (when possible)
13. All exercise equipment without a cord (ab rollers, bicycles, etc.)
Colored tags are to be used only when using the grease pencil is insufficient. The first letter of the color
must be written on all tags.

ELECTRONICS
Tag all electrical items with the Goodwill Logo Sticker using tags that clearly state that the item is a used
appliance and is sold “as is” with no warranty implied. Display the price and color code on the tag and
place the tag on the right side of the product.
Separate the electronics area as follows:
1. Lamps/Lamp shades/light fixtures or covers
2. TVs - Ensure that TVs are placed on a shelf no higher than waist level
3. Stereos / Stereo Systems
4. Microwaves

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 5. Clocks / Phones / Answering Machines
6. Personal Care Items
7. Vacuums
8. Exercise equipment; treadmills with electrical power supply, electronic steppers, etc.

FURNITURE MERCHANDISING/LARGE WARES AND E & M

Separate and display the Furniture Area as follows:
1. Sofas and chairs should be kept together by category and displayed in rows back-to-back in
order to create walkways.
2. Exercise equipment and bicycles should be displayed together.
3. Price and color-code all items with furniture tags.
4. Place the price of the item on the right side and a backup price and the serial number from the
furniture tag inconspicuously on the item, such as underneath a table top, on the back of
dresser, etc.

POINT OF SALE
Display the register end caps with the follow categories of “like-items:” (This does not apply to
stores with in-line registers.)
1. Tapes/CDs/videos
2. Specialty books

END CAP MERCHANDISING

Why Merchandise End Caps?
 Increase in sales
 Professional presentation of merchandise

Procedures for Merchandising End Caps:

 Clean and dust the shelving.
 Ensure the signage is visible.
 Signage should only be the front of the gondola.
 Signage on gondola toppers will have 6” stems.
 Isle closest to furniture should start with figurines.
 Choose merchandise that corresponds with the category.
 Select merchandise that is unique and of the best quality, something that will make your end
caps “pop’” so as to catch the customers’ eyes.
 Display products in a creative way.
 If there are not suitable items already available on the wares shelves, check with the wares
processors for items of good quality that are ready to go to the sales floor.
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  Ensure that all merchandise is properly priced before displaying.
 Ensure that the merchandise is categorized and, to avoid accidents, that the end caps are
clutter-free.
 Remember that color matters.
 Replace sold Items as soon as possible; this ensures that end caps remain full and continue to
generate sales.
 Ensure that safety precautions are being utilized or enforced.

Safety Tips When Merchandising the End Caps:

 Avoid displaying sharp items, such as cutting tools or knives.
 Avoid big merchandise that will stick out and cause accidents.
 Display items for easy retrieval (e.g., place largest or heaviest items on the bottom shelves).
Do Not:
 Do not have uncategorized or scattered End Caps
 Do not have large or elongated merchandise hang over the End Caps

SECTION: 200 - 11
If a customer purchases furniture and/or large items and need to leave the purchased merchandise for a
later pickup, he/she must return and pick up the items within 72 hours of purchase. To “hold” the
item(s), the customer must fill out and sign the 72-hour Hold Form. The sales floor associates should
attach a red and white sold tag to the items sold and have the items removed the items from the sales
floor as soon as possible.
If the customer does not pick up the merchandise within 72 hours, the merchandise should go back on
the sales floor to be resold. A member of management should contact the customer within the 72 hours
to remind them to pick up their furniture. No refund will be given. All sales are final. Customers must
present their yellow copy of the 72-hour Hold Form in order to pick up the furniture. If the receipt is not
present, a picture ID is required.
Exceptions are made on a case-by-case basis. This should be documented on the sold slip.
Cash register receipts must be attached to the yellow copy of the 72-hour Hold Form.
No customers or donors are allowed to purchase any items before they are priced and taken to the
sales floor.
No items may be sold from the backroom or brought to the sales floor for a specific customer.
No customer is allowed to go in the production area to view items that are waiting to be processed.
Violation of these procedures will lead to disciplinary action up to and including termination.

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SECTION: 200 - 12
USE OF STORE PHONES
Telephones are for Goodwill of North Georgia, business use only. Customers should not use the store
telephones.
Employees must instruct family members and friends to restrict phone calls to the store for urgent or
emergency matters only. Employees must limit the time for any outgoing calls to one minute each and
must make calls only during their break or lunch period. Abuse of these phone procedures could result
in disciplinary action and/or loss of phone privileges.

EMPLOYEE TELEPHONE ETIQUETTE:

1. Employees should always answer the phone by the third ring.
2. Cashiers should never talk on the telephone while ringing up a customer.
3. When Employees answer the phone, the correct greeting is:

Example: “Thank you for calling Goodwill (name of Store) where your donations help us
put people to work. This is Joe, how may I assist you today?”

SECTION: 200 - 13
STORE UPKEEP
It is the responsibility of the store manager to ensure the store is thoroughly cleaned and in “Grand
Opening” condition on prepared for opening the following day. The store should be in “Grand Opening”
condition at close of each day.
Only cleaning products approved by Goodwill of North Georgia should be used in the stores.
Note: If your store still has supplies of previously approved cleaning products, use these products until
you run out. Then, replenish your supplies from the updated list of approved cleaning products.
Store management is responsible for making sure that the store is completely cleaned on will ensure
that the following housekeeping schedule is followed:
Daily:
 Mirrors, showcases and windows should be kept clean at all times.
 Clothing racks should be dusted and hangers should be straightened in a uniformed manner.
 Furniture areas should be organized with “like-items” together.
 The sales floor should be dusted and spot-mopped every evening.
 Dressing rooms mirrors should be cleaned and abandoned clothing should be re-hung.
 Electrical cords should be wound and secured with a rubber band.
 Rest rooms should be cleaned every hour.
 Trash cans should be emptied as needed.

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  Shelves should be dusted as “pulls” are conducted.
 The sales floor should be spot mopped.
Twice Weekly:
 The entire sales floor should be mopped.
Twice Monthly:
 Floors should be scrubbed and buffed.
Twice Yearly:
Floors should be stripped and waxed. (Alternate with recoating the floor.)

TOUCH UP-PAINT
Each store location has been provided 4 colors of touch up paint. The provided touch up paint is to be
used for small paint jobs only. Larger jobs are to only be completed by the Donor Services Maintenance
Department. When painting, use only the provided materials, a paint brush and or paint roller. At no
time should a spray painter or sander be used to complete any paint job. Contact your supervisor if you
are ever unclear on when an area can be addressed with touch up paint or if the maintenance
department is needed.
Once the paint job has been completed, if paint still remains, seal the paint container and place it back
into a secured area. If a spill occurs promptly clean spill with absorbent pad and place the contaminated
absorbent pad in sealed metal container. Place metal container in other waste cabinet for pick up.

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ACKNOWLEDGEMENT
The procedures contained in the Standard Operating Procedures Manual represent management
guidelines only.

We recognize that it is not possible to answer every question or to anticipate every situation. If at any
time you have questions or do not understand the procedures presented please direct your questions to
your immediate supervisor.

You are an “at-will” employee of the organization. That means you are free to terminate your
employment at any time and for any reason. Likewise, the Organization’s management may terminate
your employment at any time, with or without cause and without warning or prior corrective actions.

I (print employee name) have read

and understand the information given within Section 200 of the Standard Operating Procedures

Manual. I understand that it is my responsibility to completely read and follow the guidelines given and

that noncompliance with the procedures contained in this manual may result in disciplinary action up to

and including immediate termination. I further acknowledge that testing of the information in this

document can be administered to me at any time in order to determine my understanding and

competency level of my job requirements.

Signature of Employee Date

Job Title Store Location

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