Resource Guide

premiumretail.com

DEC 2017
 INTRODUCTION
This resource guide serves as a complimentary piece to your Walmart Day in the Life training.
Use it for a quick glimpse of Walmart’s Culture, best practices, frequently used terms,
checklists and more.

Culture, Values, Behaviors.

Walmart defines its culture as their values in action. Walmart has four core values, each with
three associated behaviors.

SERVICE TO THE CUSTOMER

•  Customer first

•  Frontline focused

•  Innovative and agile

RESPECT FOR THE INDIVIDUAL

•  Listen

•  Lead by example

•  Be inclusive

STRIVE FOR EXCELLENCE

•  Deliver high performance

•  Be accountable

•  Be strategic

ACT WITH INTEGRITY

•  Be honest

•  Be fair

•  Be courageous

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 Interacting with customers.
10-FOOT RULE
Happily greet every customer that comes within 10 feet of you.

GLAD
Great care should be taken to be respectful at all times, and to ensure a customer’s shopping
experience is not interrupted. Enhance their experience as an extension of Walmart using
GLAD.

•  Greet. If you see a customer who appears to need assistance, always greet them with
the phrase “How may I help you?”

•  Listen to the customer’s needs. Stop what you’re doing, make eye contact and take the
time to understand exactly what the customer needs.

•  Acknowledge the customer’s needs by simply repeating their request to confirm and
show that you care and are listening.

•  Direct the customer to a solution. If you can assist, personally escort them to the
appropriate area. If not, simply apologize and offer to bring an associate to the customer
for assistance.

Interacting with associates.

TEAM
We’re all in this together, and Premium has developed a Walmart Associate Engagement
Protocol called TEAM.

•  Talk to the associate by introducing yourself and outlining your goals. Express any
challenges you may need the associate’s help to overcome.

•  Engage the associate to ask if there are any challenges that they foresee. Take the
opportunity to listen and attempt to understand anything the associate may need to
help you be successful.

•  Acknowledge what the associate says by repeating it to them.

•  Maintain your relationships. Each and every visit presents an opportunity to further
build the relationship you have with Walmart associates, and you should make every
effort to do so for the benefit of the store, the associates and your own role as a Walmart
PSP representative.

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 Walmart — Resource Guide

Clean, Fast, Friendly.

CLEAN:
Through the eyes of customers, a clean store helps
communicate that the store cares about their customer’s
shopping experience and not just the bottom line. Part
of your job as a PSP rep is to ensure you clean up after
yourself and go the extra mile when necessary to help
associates keep the store clean.

FAST:
Providing fast and efficient customer service is one way of
giving a little more. Through the eyes of customers, a fast
experience also helps communicate that the store cares
about their customers and respects their time.

FRIENDLY:
A friendly in-store experience is often what makes or
breaks a customer’s experience. At Walmart, the customer
is always number one. A friendly store helps communicate
appreciation and value for customers and demonstrates
the importance of building a relationship.

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 Walmart — Resource Guide

Frequently used terms.

ACRONYMS POSITIONS

CAP Customer Availability Program SM Store Manager

CBL Computer-Based Learning CM Co-Manager

CIFP Customer Inventory Flow Process ASM Assistant Store Manager

DC Distribution Center FEZM Front-End Zone Manager

DSD Direct Store Delivery CSM Customer Service Manager

EDLP Every Day Low Price CSS Customer Service Supervisor

EDLC Every Day Low Cost DM Department Manager

HVDC High Velocity Distribution Center ACCM Auto Car Care Manager

IMS Inventory Management System ZMS Zone Merchandising Supervisor

LAG Local Assortment Guide APM Asset Protection Manger

MABD Must Arrive By Date APA Asset Protection Associate

MOD Modular

OBW One Best Way LOCATIONS

OSA On Shelf Availability CO Cash Office

OTIF On Time In Full FDD Frozen-Dairy Department

PDQ PreMade Display Quantity HBA Health & Beauty Aids

POP Point of Purchase L&G Lawn & Garden

TIPS Towel In Pocket OTC Over The Counter

TLE Tire Lube Express

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 PATH NAMES

ACTION ALLEY RACE TRACK

Wider aisles that receive the most foot traffic
B ACTION ALLEY
Action Alley that separates the B aisle (Next
to Grocery) from Apparel
When Action Alley, Main Action Alley, Bowling Alley
and Horse Shoe are meant as one single path
SOFT LINES
Clothing, Jewelry, Bedding, Shoes, Baby

BOWLING ALLEY THE CROSS

Section at the front-end that’s before the Cross-section of tile / cement that separates all
cash registers Apparel departments

DANCE FLOOR WET WALL

Truck unloading zone Produce that includes fresh vegetables

END CAP ZONING

End of each aisle. Usually toward an Action Product is placed correctly and the first two of
Alley each item is placed forward on the shelf for easy
reaching
MAIN ALLEY
Back most Action Alley

MEAT WALL
All meats. Chicken, Pork, Beef, Packaged Deli

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 Walmart — Resource Guide

Daily best practices.

•  When completing work for multiple Walmart locations, organize your schedule to visit
each specific store on the same day, at the same time of each week

•  Work with Department Managers whenever possible if their time allows. This could be
anything from working with them to locate PDQs to signage shipped directly to the
store. Building a relationship with your store’s department managers will be extremely
beneficial to your success.

•  Upon completion of daily work, ensure rocket carts are returned and cleaned, removing
all trash

•  When disposing of trash from your work area, you’ll need management assistance. A key
is required to gain access to trash disposal systems

•  Use of powered equipment such as a powered pallet jack by Premium employees is not
permitted. Only Walmart employees who are certified by Walmart to use these tools are
permitted.

•  Efficient communication and providing outstanding customer service are your keys to
success. Getting to know the employees in the store and focusing your attention on
customers that enter your work area are the building blocks to establishing trusted
working relationships. The store will quickly begin to rely on your abilities and look
forward to your weekly visits!

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 Day in the life checklist.
PREPARE
____ Dress according to Premium dress code

____ Practice good hygiene

____ Collect Point of Purchase (POP)

____ Collect tools

____ Charge smart device

ARRIVE
____ Park in outlying spaces

____ Connect to Walmart Wi-Fi

____ Check in to Walmart Volt

____ Check in to QTrax

____ Review job instructions

____ Check in with a member of management if available

EXECUTE
____ Complete job according to job instructions

____ Answer all survey questions

____ Take and upload accurate photos

____ Submit reports while in store

EXIT
____ Clean your space

____ Go over completion with available manager

____ Check out of QTrax

____ Check out of Walmart Volt

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 Walmart — Resource Guide

In-store Volt troubleshooting.

For a comprehensive Walmart Volt FAQ, visit the FAQ tab in the dashboard.

UNABLE TO LOG IN
•  Make sure your device isn’t attempting to autocorrect

•  Check your internet service, a weak connection could be causing your issues

DEVICE DOESN’T SHOW CLOSEST LOCATION

•  Force close the app and reopen, or restart your phone

•  Ensure you have location services setting turned on

–– For iPhone: Settings, Privacy, Location Services = ON. Now scroll down to make sure
the switch is ON next to the WMT VOLT app.

–– For Android: Settings (slide down from the top), Location switch = On

UNABLE TO SCAN QR CODE OR TAKE A PICTURE

•  Ensure your device’s camera is accessible to the WMT VOLT app

•  Move to an area with good lighting – dark areas could be causing issues

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Behind every decision.

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