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Cashier Training Packet (CCTP)

CCTP - 001 Table of Contents CCTP - 501 - Risk Management & Loss Prevention Procedures
CCTP - 100 Using this guide CCTP - 502 - EAS & People Greeter Procedures
CCTP - 101 Cashier trainer CCTP - 503 - Job Aids
CCTP - 102 Training tips CCTP - 504 - Training Materials
CCTP - 200 New cashier orientation CCTP - 504a - Training Plan
CCTP - 300 Getting started CCTP - 504b - Bad Cheques
CCTP - 400 Register training CCTP - 504c - Good Cheques
CCTP - 500 TOOLBOX CCTP - 504d - Flat Bed Test

Last Updated: May 9, 2003

All Material Wal-Mart Canada Corp. Confidential. © 2008.


CASHIER TRAINING PACKET Table of Contents
100 – INTRODUCTION

OVERVIEW
CASHIER TRAINER
TRAINING TIPS

200 – ORIENTATION
OVERVIEW
ORIENTATION
CASHIER SWAS
SWAS MEETING
CASHIER CORNER
FOUR STAR CASHIER PROGRAM
CASHIER PERFORMANCE
ITEM PER HOUR (IHP)

300 - ON THE JOB TRAINING


CUSTOMER SERVICE
NEXT IN LINE POLICY
FRONT-END TRAINING
RISK MANAGEMENT
LOSS PREVENTION
ZONING
REGISTER MAINTENANCE
PA SYSTEM
POLICIES
FORMS
TRAINING PREPARATION
400 - TRANSACTIONS
CASH TENDER
CREDIT CARD – DEBIT
TRAVERLER’S CHEQUE – CHEQUE
WAL-MART DISCOUNT CARD
PRICE OVERRIDES
SCANNING CREDIBILITY PROGRAM
NOF / ITEM NOT FOUND
COUPONS
VOID – ERROR CORRECT
LAYAWAY PAYMENTS
Table of Contents CASHIER TRAINING PACKET

500 -TOOL BOX

501 – RISK MANAGEMENT & LOSS PREVENTION


EMERGENCY CODES & PROCEDURES
LISA
BOB
SECURITY TAPE
INTEGRITY
CASH PULLS
PINK SLIPS

502 – PEOPLE GREETER


RETURNS & EXCHANGES
INCOMING PARCELS
OUTGOING PARCELS
EAS SYSTEM
RESPONDING TO THE ALARM
EAS ALARM SCENARIOS
EAS ACTIVITY LOG

503 – REGISTER TRAINING


BAGGING
RECEIPT CODES
REASON CODES
CREDIT CARDS
DEALING WITH CUSTOMERS

504 – TRAINING MATERIALS


BARCODES
CSC CARD
CHEQUES
COUPONS
TRAINING PLAN
INTRODUCTION CCTP-100
Canadian Cashier Training
Packet

OVERVIEW We have developed this new Cashier Training Packet in order to:
• Improve quality of training.
• Put more emphasis on “On the Job” training.
• Improve retention of new cashiers.

PURPOSE The Cashier Training Packet is a great tool for training new cashiers.
This packet offers the necessary training for our cashiers to perform
their job and exceed our Customers expectations in providing the best
Customer service possible.

KEY POINTS • This packet includes a new training card that perform the following
functions:
Credit card
Discount card
Gift Card

• The packet includes also cheques, coupons, training barcodes for


training purposes and a list of training materials needed to train
Cashiers.
• All transactions have been updated to current register operations.
• Helpful information about company policies, orientation, customer
service, risk management and loss prevention procedures are
reinforced throughout the packet.
• This packet includes a People Greeter training guide.
• The New Cashier Training Packet is in a spiral notebook with a
pocket to hold additional supplies needed to train Cashiers

• Call the Training & Development with any questions regarding the
Cashier training Packet at (905) 821-2111 ext. 4662

NOTES:
1. This guide should be used every time a cashier training is
delivered.
2. As of the fall of 2002, the Front-end guide as well as all Canadian
Wal-Mart store guides will be posted on PIPELINE. We do not
recommend or encourage any store to print off a completed copy of
these guides, but to utilise them as they appear on PIPELINE.

Training & Development Dept. 2003 Page 1 of 1


CASHIER TRAINER CCTP-101

CASHIER It is not necessary for the Customer Service Manager (CSM) to


TRAINER facilitate every register training. This allows flexibility in scheduling an
adequate number of register training each week. Cashier Trainer
should be encouraged to facilitate the new cashier training process
whenever possible.

In a sponsorship, established key associates are assigned to new


associates to answer any new questions and help them feel comfortable
in their new position. The Cashier Trainer plays an important role in the
new cashier training process. A Cashier Trainer helps teach and
develop the new associate in:

• Wal-Mart policies and procedures


• Wal-Mart Culture
• Specific job training

What is important, is that we use the right criteria for determining who
should be a Cashier Trainer.
All Cashier Trainers possess a common trait – they believe in building
the success of our company by developing our people. Cashier
Trainers must possess these key qualities:

• Demonstration of our company beliefs.


• Policies conformity.
• Front-end standards familiarity.
• Transaction procedures expertise.
• Register operations experience.
• Security awareness.
• Loss Prevention attentiveness.
• EAS system understanding.
• Communication skills.
• Instructor competence.
• Organising ability
• A positive, enthusiastic, cheerful and helpful attitude that embodies
the Wal-Mart family spirit.

Page 1 of 1 2003 Training & Development Dept.


Cashier Trainer Tip #1
• Make it fun!
• Establish a good rapport with your new
cashier right from the start. Once
Trainers start the established, things can only get better.
program with a good Fail to do so, and things will get worse.
“lid opener”. • Show them you are there to help them,
not make their life more tiresome.

Cashier Trainer Tip #2


• Explain the “whole picture”.
Adults learn when Help the new cashier understand what
they feel there is a his/her role is and what impact it has on
others.
need.
• Aggressive hospitality has an impact on
customers. Explain how.
• EAS deactivation has an impact on
customer. Have them experience it. The
People Greeter training is the best way
to understand how much EAS
deactivation is important.

Cashier Trainer Tip #3


• New cashiers need to have the
Adults learn by opportunity to practice what they have
doing. learned immediately.
• To be effective the register training can’t
be done in one day.
• For a successful training you need to
follow these rules:
• Day 1: New associate orientation.
• Day 2: CBL and front-end training.
• Day 3: CBL and front-end training.
• Day 4: CBL, People greeter training and
flat bed test.
Cashier Trainer Tip #4
• A good trainer asks plenty of questions
in order to help the learners to “reason”
their way through an opportunity.
• Caution yourself against simply
providing all the answers.
• Teach new cashiers to recognize their
resources and discover their own path to Adults learn by
the answer. answering relevant
open-ended questions.

Cashier Trainer Tip #5


• Enthusiasm is catching! Set the tone! If
you are excited, they will be excited.
• Believe in what you are explaining. If
you don’t believe in it, your learners will
“see right through you” and will fail to
buy-in to what you are presenting.
• A dull or monotone voice will quickly Trainers speak with
turn off your learners. This will cause
passion!
them to become bored and unconcerned.

Cashier Trainer Tip #6


• Never assume the learners understand
Trainers evaluate what you are talking about.
their results • Check for retention regularly.
constantly. • Observation – Does the learner look
confused?
• Questions – Have a “pop” quiz.
• Practice – Can the learner perform the
new task?
• Behavior – Is there now a new habit?
Cashier Trainer Tip #7
• Where do we want to go? How are we
going to get there? How will my life be
changed for the better once I arrive?
These are some of the questions learners
want to know.
• Develop an anxious desire for the future.
Inspire learners to want to arrive at the Trainers help inspire a
end result as soon as possible. vision of what will be
Recognize milestones and celebrate. accomplished.

Cashier Trainer Tip #8


• Pre-select the location for where the
training will take place.
• Know “who” is to be involved ahead of
Trainers prepare an
time.
appropriate environment
• Has the trainer made an effort to reduce
the number of interruptions that may for learning.
occur? (Hold calls, floor coverage, etc.)
• Has any effort been made to provide
“space” for the learning to take place?

Cashier Trainer Tip #9


• Learners relate to the expected end
Trainers inspire results with “real life stories” that
others with “real illustrate key points.
life stories”. • Speak from your own experience or
experiences you have heard from other
cashiers, People greeters, CSM, front –
end assistant and customers.
• Let them observe customer’s reaction
when the People Greeter has to invite
them to come back in the store because
an item hasn’t been deactivated
properly.
Cashier Trainer Tip #10
• Trainers identify those who buy into
new concepts as early as possible.
• Get them on your side to help network
new ideas to others.
• Use them as a resource.
• Look for those who have the ability and Trainers look for those
willingness to mentor others. “who believe”.
• Support their willingness to help.

Cashier Trainer Tip #11


• Always try to find some way to help
Trainers use Visual learners visualize what you are
Aids whenever attempting to share with them.
possible to • They can be as simple as a hands-on
demonstrate key demonstration.
concepts. • Refer as much as possible to the toolbox.
(CCTP 500). This section includes lots
of useful information.

Cashier Trainer Tip #12


Trainers challenge • New cashiers need to be encouraged to
learners to make a do the “right thing” when faced with
opposition (and they will be). What are
difference!
their resources?
• Teach them how to handle conflict with
customers or other people.
• Remind them that the customer is
number 1 and is always right.
• Learners need to be reminded that the
effort of one person can have a positive
influence on others, so set an example.
Cashier Trainer Tip #13
Trainers should use • Don’t get bogged down in pointless
the training guide detail.
to keep them on
• Does the learner know what they need to
know to do their job? Avoid “what if”
track.
questions. These will be answered by
doing the task!
• Does the trainer know the key points
that need to be identified. Use the new
cashier training guide to keep you on
track.
• Customer Service, Loss prevention, risk
management should be discussed as
much as possible during the register
training.

Cashier Trainer Tip #14


• Stagger your presentation methods:
Trainers use a
variety of One cashier Observe others
Be prepared Role plays
facilitating methods
Ask questions Lecture
Tell stories Demonstration
Use the guide Self study
Use visual aids Provide Hands-on
• Be imaginative!

Cashier Trainer Tip #15


• Everyday, find something to celebrate.
• Catch new cashiers doing things right!
Praise loudly.
• Keep new cashiers up to speed on what
progress is being made.
• Recognize any outstanding
opportunities, but remain focused on the Trainers celebrate
goal. success, and encourage
others to do likewise.
ORIENTATION CCTP-200

OVERVIEW A Customer Service Manager (CSM) or a Cashier Trainer must


work with the new Cashier when using the Cashier training Packet.

The CSM must also ensure that the new cashier performs the job
requirements as outlined the job description and training plan.

ORIENTATION Orientation Sessions are designed to give our new Associates the
information they need to do their jobs. The Orientation Process also
allows us to build a relationship with our new Associates and to make
them feel welcome and part of the team.

Ensure that each new Cashier reads and understands the job description
and the performance appraisal.

The program is not optional; it is required for Full-time, Peak-time and


Temporary Associates. Each new Associate is assigned a Sponsor
who is responsible for:

• Building quality relationships with new Associates and helping the


new Cashier feel like a member of the team.
• Helping the Associates through every step of their Training Plan and
ensuring that it is followed. When the Cashier has completed the
Cashier Checklist, the Cashier must return it to the Personnel
Manager.
• Ensuring that the new Cashier has all the tools to perform his/her
job.
• Answering any questions about Wal-Mart culture, policies and
procedures.
• Helping Associates to gain skills and understand how to advance in
the Company if that is their goal.
• Showing Associates how their individual jobs affect fellow
associates and the overall Company performance.

IMPORTANT:
Ensure that each new Cashier takes part in every portion of the
Orientation Process.

Page 1 of 9 2003 Training & Development Dept.


CCTP-200 ORIENTATION

Training & Development Dept 2003 Page 2 of 9


ORIENTATION CCTP-200

Schedule
DAY TIME ACTIVITY 4
1 8 hours New Associate Orientation
2 5 ½ hours CBL and Register training
3 5 ½ hours CBL and Register training
4 5 ½ hours CBL, Supervised practice,
People greeter training
& Flat bed test

You would be able to determine if more training is required; by conducting


an evaluation of the “on the job” performance and the flat bed test results.

OVERVIEW The following three pages give an overview of the training that is to be
provided during the first week of the Orientation Process. Follow the
detailed instructions and tools provided in your New Associate
Orientation Guide.

NOTE:
The time frames shown are only to be used as a guideline to stay on
schedule. Some things may take more or less time to complete.

Page 3 of 9 2003 Training & Development Dept.


CCTP-200 ORIENTATION

DAY 1: ORIENTATION:
The NEW ASSOCIATE ORIENTATION GUIDE provides a detailed schedule
of all activities that should take place on day 1:
8 hrs Welcome, Introduction, Employment paperwork, History video, Introduction to
CBL, Handbook discussion, Store informational tour, “All the King’s horses”
video, Benefits overview, Risk control tour, “Magic of a blink” video…. Each
Orientation session is designed to take place at specific times.
New associates should not complete more than 3 CBL modules on day 1.
Each new cashier should spend the rest of the day with their trainer processing
through their training plan and the Front-end SWAS.

DAY 2: ON THE JOB TRAINING:


New cashiers should not complete more than 3 CBL modules on day 2.
5 ½ hrs Each new cashier should spend the rest of the day with their trainer on the sales
floor processing through their training plan

DAY 3: ON THE JOB TRAINING:


New cashiers should not complete more than 3 CBL modules on day 3.
5 ½ hrs Each new cashier should spend the rest of the day with their trainer on the sales
floor processing through their training plan

Training & Development Dept 2003 Page 4 of 9


ORIENTATION CCTP-200

DAY 4 SUPERVISED PRACTICE , PEOPLE GREETER TRAINING &


FLAT BED TEST:
5 ½ hrs New cashiers should not complete more than 3 CBL modules on day 4.
Each new cashier should spend the rest of the day with their trainer on the sales
floor processing through their training plan

CASHIER This is the most important area of your store, as the Cashier is the last
S.W.A.S. person a customer will come in contact with.

Fast and friendly service may be the only reason the customer decides
to shop at Wal-Mart again. There is a strong need to have well trained
and informed Cashier Associates.

CASHIER Cashier S.W.A.S. meetings must be held every week, with a monthly
S.W.A.S. recap held every four weeks to assist us in reaching our monthly service
MEETING goals. The Store Manager, Front End Assistant Manager and Lead
C.S.M. are all required to attend.

The weekly S.W.A.S. meeting allows for the opportunity to inform the
entire group of any:

§ New policies and procedures


§ High shrinkage potentials
Page 5 of 9 2003 Training & Development Dept.
CCTP-200 ORIENTATION

§ Cashier recognition
§ Specific success stories

Training & Development Dept 2003 Page 6 of 9


ORIENTATION CCTP-200

CASHIER The Cashier Corner S.W.A.S. Board needs to be set up and


CORNER maintained for all front-end Associates to review. All of the following
need to be posted:

Communications Binder:

S.W.A.S. Meeting notes and upcoming meeting times


Policies and Guidelines
System Updates
Cashier Newsletters
Cashier Recognition
Helpful hints and tips
Questions and Answers Section

Cashier Performance:

Cashiers’ S.W.A.S. Performance Report (for the previous 4weeks.


Associate S.W.A.S. Report.
Scanning Efficiency For Store By Department Report.

Four Star Cashier:

The cashier who has the highest productivity for the month.
will receive the recognition as the

OO “Four Star Cashier Award” OO

Page 7 of 9 2003 Training & Development Dept.


CCTP-200 ORIENTATION

Cashier Corner – 4 Star Cashier Program:

The 4-Star Cashier Program is design to recognise each store's top performing cashier on a
monthly basis. The Store Manager selects a 4-Star Cashier each month, and the District
Manager personally presents the award to the selected Cashier at a store meeting during the
cashier's shift.

A 4-Star Cashier receives a recognition certificate, lapel pin and one “Good Job Button”.

The 4-Star Cashier is based on the following criteria.

Here is how the program works:


Customer
By the 5th day of each month, the Lead CSM with
his / her management team will identify the best
performance in cashiers (one associate only) during
the previous month using these criteria.
Accuracy

Determine Items per hour, Ftd’s Hand Keys &


Scanning Efficiency
Use Associate Scheduling Report as reference.
Attendance &
Punctuality Cashiers only (including Courtesy Desk & Layaway)
both full time and peak time.

The store will communicate the Associate’s name to


Efficiency their District office by the 8th of each month.

Training & Development Dept 2003 Page 8 of 9


ORIENTATION CCTP-200

Cashier Corner – 4 Star Cashier Program:

To recognise the Associate’s performance, the District Manager


will present the following to the Associate:

4-Star Recognition Certificate


4-Star Lapel Pin
One “Good Job Button”

During the District Manager’s visit to each of his / her stores, the monthly stars will be
celebrated at an Associate meeting and presented with the above items.

The Recognition Certificate is to be prepared by the District Office.


The lapel pin is to be ordered by the District Office from Customer Relations Home Office.
The former 4-Star Maroon Vest and Cashier Corner Bulletin Board name badge will no longer
be part of the program.
Associates that currently wear a maroon vest and badge should no longer be wearing them after
September 1, 2002.

Each winner’s picture will be added to a yearly calendar, which is now


posted on the wall.

This program is an excellent method of recognising strong performers.

NOTE:
The Recognition Certificate is to be photocopied at store level and
placed in the Associate’s file.

Page 9 of 9 2003 Training & Development Dept.


CCTP-200 ORIENTATION

Cashier Corner – Providing Recognition:


Providing recognition must be used to recognise those Cashiers whose
performance meets or exceeds established Company standards. Use
any of the following criteria to provide recognition to your Associates.

The Cashier's average productivity over the four week tracking period
meets or exceeds the Wal-Mart productivity standard.

The Cashier's scanning percentage over the four week tracking period
meets or exceeds the Wal-Mart accuracy standard.

Based on CSM and Management observation, the Cashier must


project friendly and grateful image to our customers.

Cashier follows company policy in regards to the use of CHANT as


well as BOB & LISA.

Cashier "red lines" in accordance to company policy, exercising


Aggressive Hospitality.

The Cashier shows best improvement in any of the above


categories.

The Cashier has the best over / short record of anyone in the store.

Acknowledgement in this manner will provide the following benefits:

Ensures that top performing Cashiers are recognised and appreciated for their job performance.

Allows non-qualifying Cashiers to see the recognition, which can be gained with improved job
performance. This is an effective method to motivate non-qualifying Cashiers to improve their
performance.

Communicates and reinforces to all associates the importance of productivity and accuracy in
providing the type of service our customers deserve.

Training & Development Dept 2003 Page 10 of 9


ORIENTATION CCTP-200

CASHIER Establishing high performance expectations and measuring each


PERFORMANCE Associate's performance against those expectations is one of the most
effective methods to improve the productivity of those you supervise.

The measurement of "Items per Hour" is used to evaluate the following


aspects of Cashier productivity:

Measure individual Cashier productivity.


Establish minimum standards, which a Cashier must meet to work at the
checkouts.
Tracking of the Cashier S.W.A.S. (Store-Within-A-Store) Program,
which helps you establish performance guidelines and helps you
recognise outstanding Cashiers.

NOTE:
Items per Hour are calculated by dividing the total number of items
scanned by the total number of hours the Cashier was signed onto the
register.

Page 11 of 9 2003 Training & Development Dept.


CCTP-200 ORIENTATION

Training & Development Dept 2003 Page 12 of 9


ON THE JOB TRAINING CCTP-300

CUSTOMER Providing customer service is a very important part of a cashier’s


SERVICE job.
TRAINING Emphasise customer service when completing each transaction.

YOUR Regardless of our individual job responsibilities, it’s important to


RESPONSIBILITY remember that ultimately everything we do is intended to provide
our customers with the most friendly and efficient front-end
service.
In this guide, we will cover some of the tools available to you to
improve front-end efficiency and productivity. Both have a
dramatic impact on the level of customer service your store
provides.

Look for opportunities to exceed what your Customers expect. Surprise them!
Do more than they expect; that is exceeding expectations.

NEXT IN LINE Our Cashiers must be friendly. It is extremely important that we


POLICY recognise each customer and greet them with "Good Morning",
"Good Afternoon" or "Good Evening", and a smile.

When opening another checkout lane, the cashier should step out
from behind the register and tell the customer in line at the next
register that they would be next in line at his/her checkout. The
personal contact with the customer is extremely important.
We must thank our customers for shopping at Wal-Mart.
Every sale, whether at the Courtesy Desk, a departmental register,
or a checkout, must be closed with "Thank you for shopping at
Wal-Mart."

Training & Development Dept. 2003 Page 1 of 8


CCTP-300 ON THE JOB TRAINING

TRAIN AND § Aggressive hospitality / Greet and thank


TEST THE the customer.
CASHIER § Outstanding Customer Service / Exceed
ON : their expectations.
§ 3 meter rule / Smile, eye contact.
§ Policies.
§ Red lining.
§ Did you find everything?
§ Register operations / Transaction
procedures.
§ Scanning credibility.
§ PA system/ Call department, CSM…
§ Counting back change.
§ Calling for change.
§ Cash float.
§ Short change Artist.
§ CHANT/Customer has a name too.
§ Dealing with Customers.
§ EAS deactivation.
§ Proper bagging techniques.
§ Item per Hour / IPH.
§ Flat bed test.

“ Every Customer is our friend and guest who has chosen us over all other
stores available on the street. Let’s treat them accordingly and personally thank
them for letting us serve them.”
Sam Walton

Page 2 of 8 2003 Training & Development Dept.


ON THE JOB TRAINING CCTP-300

BENEFITS OF Satisfied Customers make our jobs more enjoyable. When


CUSTOMER customers are satisfied, everyone wins. Two of the ways we
SERVICE benefit from Customer Service are:

· Our Stakeholders’ Bonus plan.


· Profit sharing.

FRONT-END Front-end security is every Cashier’s responsibility.


RISK Remember to emphasise front-end security as you go through
MANAGEMENT each transaction.
TRAINING
§ Demonstrate warm-up exercises / Proper lifting techniques.
§ Back belt / Green zone / Repetitive Motion injuries.
§ Learn the meaning of each safety codes and emergency
procedures.
§ Lids on liquid merchandise / Safety sweeps & hazards.
§ Locate all safety cones, paper towels and spill magic locations
in your work area.
§ Housekeeping.
§ Armed robbery / shooting situation & hostage situation.

Training & Development Dept. 2003 Page 3 of 8


CCTP-300 ON THE JOB TRAINING

FRONT-END Discuss procedure, policy, customer service and front-end loss


LOSS prevention with each transaction.
PREVENTION
TRAINING Train and test the Cashier on:

§ Shoplifting prevention.
§ BOB (Bottom Of Basket).
§ LISA (Look In-Side Always).
§ Cash register drawer maintenance & security.
§ Black light.
§ Lane closed chains.
§ Bankcard declines / Fake signatures. / ID
§ Cash balancing / Cash overages and shortages.
§ Properly scanning merchandise to ensure EAS deactivation.
§ Security tapes.
§ Understocking / Integrity / Friends & Relatives.
§ Discount card / Associate purchases.
§ Flat bed test / Concealed merchandise.
§ Mystery shopper.
(Refer to the tool box , section 500)

Page 4 of 8 2003 Training & Development Dept.


ON THE JOB TRAINING CCTP-300

ZONING Silent Customer service is also achieved by maintaining a clean


and safe store. Unsafe aisles, spills on the floor could cause us to
loose Customers. If you see dirty or unsafe conditions in your
store, stop what you are doing and correct it.

Checkout areas need to be zoned too. Follow these tips:

§ Garment hangers should be separated and returned to their


designated location.
§ Bags and cash register tape should be replenished as
necessary.
§ Straighten magazine and candy racks.
§ Always be alert to potential fire and safety hazards.

ZONING ON THE You may be called to zone on the sales floor during operating
SALES FLOOR hours and at closing.

BEFORE YOU Always zone your working area, empty garbage, return
LEAVE: hangers and overstock to the designated location. Clean up
the belt, replenish the bags.

REGISTER Money in the cash drawer should be kept tidy and organised, with
PARTS & all bills facing one direction.
MAINTENANCE For additional information on register parts and maintenance,
(Refer to the Front-end Guide CFG 204.)

PEOPLE In this lesson you will learn the responsibilities of a People


GREETER Greeter and how to provide excellent Customer Service.
TRAINING
§ You may be called on to replace a People Greeter for his/her
lunch or break as well as being scheduled as a People Greeter
when needed. (Refer to the tool box section 502)

PA SYSTEM Our PA system is extremely important to us as a means to sell


merchandise and advise our customers of things going on in our
store. Our Customer Service Managers must be on duty at all
times and should be able to be contacted without using the PA
system for cheque approval, error corrects, or charge card
authorisation.

Training & Development Dept. 2003 Page 5 of 8


CCTP-300 ON THE JOB TRAINING

POLICIES Next in Line Checkout Program / Policy COP-17.


Express Lanes / Policy COP-18.
Discount Card / Policy CDP-14
Associate Purchases / Policy COP-23
Refunds & Exchanges / Policy CPO-26.
Security Marking Tape / Policy CLP-04.
Controls / Policy CLP-05.
Emergency Situations / Policy CLP-13.
Understocking Policy / Policy CLP-18.
Outside Sales Slip / Policy CM2-06.
Fabric Sales Slip / Policy CM2-08.
Checkout Program / Policy CM3-01.
Rain Checks / Policy CS1-02.
(All posted on Pipeline).

FORMS Cashier Job responsibilities.


Front-end appraisal.
Basic Training Plan.
Cashier Training Plan.
Tax exempt sale (WMO-ST85).
(All posted on Pipeline).

Page 6 of 8 2003 Training & Development Dept.


ON THE JOB TRAINING CCTP-300

TRAINING This must be a role-play training session where the CSM or the
PREPARATION Cashier Trainer plays the customer. After completing the packet
and training plan, the cashiers must practice each transaction until
they feel comfortable operating the register.

The packet includes a training card, cheques, coupon and training barcodes (all for
training purpose). Use the list below to gather the rest of the training materials needed to
train Cashiers.

To begin using the cashier Training Packet you must obtain :

Ø A variety of merchandise from the salesfloor (see list below).


Ø An active layaway account number (the account is not affected in training mode).
Ø A Wal-Mart Gift card.
Ø A phone card.
Ø A fabric remnant ticket and scanning ticket.
Ø A film processing envelope.
Ø A Linerusher card.(if applicable)
Ø A bottle cap for a free soda from the Accounting Office.
Ø Coupons, barcodes, competition ad & cheques included in the tool box ,section 504.

Training & Development Dept. 2003 Page 7 of 8


CCTP-300 ON THE JOB TRAINING

The following merchandise must be included:

TYPE SPECIFIC ITEM NEEDED


Normal barcode & coupon Lysol all-purpose cleaner.
Normal barcode Lysol disinfectant spray
Normal barcode Baby formula.
EAS source tag Sunglasses or wallet.
Check digit barcode Bayer aspirin 100 caplets
Restricted item (if applicable) Restricted item in your Province (if applicable)
Suppressed barcode Candy bar or gift bag.
Visual verify (if applicable) Bulk chain or prescription or hunting license
Clearance item Clothing item with hangers
Size & vendor item Children 2 pcs set
Reason code 3 Automotive battery
Assortment Assorted case of canned dog food
React number Shoes
Bottle deposit Coke or Pepsi
Two part ticket item Furniture item
LISA Lipstick in a handbag
BOB Put merchandise on bottom of basket
Bonus pack Health & beauty Bonus pack or chemical
Vendor UPC Boxed Bra
Automotive Oil filters
CSC card Blue cart Item
25% discount Book or greeting cards
Competition ad Javex 3.6 litres
“Too good to be true” Piece of clothing (Switch the tag to a lower tagged
item with a different description.

· Scan each barcode in this packet as a normal barcode.


· To ensure proper operation of the training tender, all
transactions must exceed $10.00.
· Tear up and dispose of all training receipts.

Page 8 of 8 2003 Training & Development Dept.


TRANSACTIONS CCTP-400
Transaction 1

AGGRESSIVE HOSPITALITY

TRAINER: ♦ Demonstrate the proper way to greet a


customer.

♦ Demonstrate the proper way to thank a


customer for shopping at Wal-Mart.

CASHIER: ♦ Practice GREETING a customer.

♦ Practice THANKING a customer.

TRAINER: ♦ Ensure the new cashier uses these


techniques for every transaction in this
packet

Remember to smile,
make eye contact,
project a positive
presence and listen to
what your customers are
saying.

Training & Development Dept. 2003 Page 1 of 23


CCTP-400 TRANSACTIONS
Transaction 2

SIGN IN & OFF ? IDLE MODE


EAS TRAINING

CASHIER: ♦ Sign on and off the register three times.


♦ Practice putting the register in IDLE
MODE.
♦ Always keep your cash drawer organised.

TRAINER: ♦ Explain cash drawer maintenance, cash


funds and cash pulls procedures.
♦ Explain EAS and how to deactivate all
tags using deactivation device.(502)
♦ Refer to the People greeter training
section for more information.(502)

D Refer to section 502

Do not place bankcards


on or near the deactivator
when deactivating labels.
Doing so may damage the
magnetic strip on the
cards.

. Page 2 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 3

CASH TENDER

CASHIER: ♦ Scan 6 items.


♦ Tender as $100.00 CASH.
♦ Type in the cash amount the customer
gives you.
♦ Verify what you typed in, is the correct
amount showing on the screen.
♦ Hit the cash button.
Use your call ♦ Lay the cash on top of the cash drawer till
light when
you need and hold it almost shut with your body.
change in ♦ Count out the change.
♦ Count the change back in reverse, up to
your register.

the denomination the customer gave you.

TRAINER: ♦ Show the cashier how to count back


change.

Refer to section 501 for more information about


BOB (Bottom Of Basket) and LISA (Look inside
Always).

Have you seen BOB or


LISA?
Never make change with
another cashier. Always call
your CSM.

Training & Development Dept. 2003 Page 3 of 23


CCTP-400 TRANSACTIONS
Transaction 4

BAGGING TECHNIQUES

TRAINER: ♦ Demonstrate proper BAGGING


TECHNIQUES choosing the right size
bag.
♦ Describe why certain items are bagged
separately (i.e. food, clothing, household
chemicals…)
♦ Check lids of liquid merchandise.
♦ Describe how to hand the bag to the
customer properly.
Resource ¹ Bag Packing the easy way training video
CASHIER: ♦ Properly bag all of the practice
merchandise.
♦ First, build the walls of the bag with
merchandise.
♦ Use light, firm items to build the sidewalls.
♦ Use heavy items to build the base.
♦ Top the base with small items.
♦ Then fill the top with crushable items or
clothing.
v Refer to section 503

. Page 4 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 5

CHEQUE

CASHIER: ♦ Scan 8 items. Include processed film, bulk


chain (if applicable).
♦ Tender as a CHEQUE.
♦ Only accept Federally issued Government
cheques.
♦ Only accept current driver license or Visa,
MasterCard and American Express as ID.
♦ Customer must endorse the cheque in
front of you so you can verify the
signature match.
♦ Record ID on the back of the cheque.
♦ Type in the amount of the cheque.
♦ Press the cheque button.
♦ Hit total (NO) for Autocheque.
♦ Type in the ID you accepted.
♦ Print ok? Watch what your screen says.
♦ Count back any change owing to the
customer.
v Refer to section 503
TRAINER: ♦ Give the Cashier a good cheque.
Remember to show the Cashier the
information required to accept a cheque.

Training & Development Dept. 2003 Page 5 of 23


CCTP-400 TRANSACTIONS
Transaction 6

CREDIT CARD

CASHIER: ♦ Scan 6 items. Include a fabric scanning


ticket and a fabric remnant barcode.
♦ Tender as a CREDIT CARD.
♦ Hit the credit card button.
♦ Verify that the credit card is the
customer’s and is signed.
♦ Swipe the credit card, stripe down and
facing you.
♦ Keep the credit card to verify that the
signature on the slip matches the signature
on the card.
♦ Remember CHANT: Customer Has A
Name Too.
v Refer to section 503
TRAINER: ♦ Give the Cashier the Training card.
♦ Explain the credit card authorisation
procedures.
♦ Explain how to handle a credit card that
does not scan.

Protect yourself!
Do not check out friends or relatives.

. Page 6 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 7

SAFE & EFFICIENT SCANNING

CASHIER: ♦ The first step to safe and efficient


scanning is preparing your muscles for the
work you will be doing.
♦ Scan 7 items. Hand scan the Bayer
aspirin.

TRAINER: ♦ Explain the different BARCODES, labels


& check digit.
♦ Give the Cashier the Training Card.

v Refer to section 504


CASHIER: ♦ Give an associate DISCOUNT.
♦ Only the associate or their eligible
dependants can use the card.
♦ They must have the card with them.
♦ Press the transaction button.
♦ Swipe the discount card.
♦ The discount given will show.
♦ Hit total and proceed with the sale.
♦ Tender as CASH.
v Refer to section 501

&
Practice calling an associate
for Customer service.

Training & Development Dept. 2003 Page 7 of 23


CCTP-400 TRANSACTIONS
Transaction 8

QUANTITY KEY

CASHIER: ♦ Scan 10 items including an assortment of


canned dog food and the piece of clothing
with the switched tag.
♦ Tender as CASH.
TRAINER: ♦ Explain the importance of scanning every
item and the use of the QUANTITY key.
♦ Explain the Scanning Credibility Program.
Refer to section 503
♦ Explain what to do if the cashier thinks
the tag has been switched and …it’s too
good to be true.
♦ Explain IPH, the company and store
goals. (Refer to section 200)
♦ Explain the “Four Stars Cashier”
Program.

If it’s too good to be Scanning


true…never accuse the efficiency and
customer, just let them scanning “Items
know that the code Per Hour” are
may not correspond to two ways for you
the product, and call to measure your
the department or the
CSM.

. Page 8 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 9

DEALING WITH CUSTOMERS

CASHIER: ♦ Scan 10 items including a car battery.


♦ Tender as a declined CREDIT CARD.
♦ Practise calling for charge card
authorisation.

TRAINER: ♦ Explain the core charge procedure.


♦ Explain overrides and reason codes.
♦ Act mad when the credit card is not
accepted.
♦ Explain how to handle an upset customer.
♦ Explain how to handle declined cheques
and credit cards.

v Refer to section 503

You can talk with all levels of


management, anytime without fear
of retaliation.

Training & Development Dept. 2003 Page 9 of 23


CCTP-400 TRANSACTIONS
Transaction 10

COUPONS

CASHIER: ♦ Scan 5 items including any Lysol product.


TRAINER: ♦ Give the Cashier the “Cents off” and the
“Buy one get one free” COUPONS.
♦ Give the Cashier a good CHEQUE.
CASHIER: ♦ Verify that the coupon has not expired
and circle the expiry date.
♦ Verify that the coupon is for the product
that the customer is buying and it is not a
mail in rebate coupon.
♦ Ring in the entire sale, press total.
♦ Type in the amount of the coupon, press
vendor coupon.
♦ Remember to write the amount on the
coupon, if the coupon is a “Buy one get
one free” coupon. Press total again.
♦ Tender as a cheque.
v Refer to section 504

We
accept:
v Supplier coupons.
v Free merchandise
coupons.
v Bottle caps.
v Formula cheques

. Page 10 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 11

ERROR CORRECT & VOID

CASHIER: ♦ Scan 10 items.


♦ Perform an error correct to void one of
the items.
♦ ERROR CORRECT will remove only
the last item scanned and will not work
after you have pressed the total key.
♦ Remember you have a $50.00 limit.
♦ VOID will remove any item in the
transaction and will work after you have
pressed the total key.
♦ Press void and scan the item you wish to
remove.
♦ Remember you have a $50.00 limit.
♦ Tender as CASH.
TRAINER: ♦ Explain the $50.00 limit for error correct.
♦ Describe what is a two-part ticket.
♦ Tell the Cashier you need the item carried
to your car. Explain how to handle this
situation.

When there are no customers in


your line, step out to the front of
the lane and greet them. We call it
“Red Lining”

Training & Development Dept. 2003 Page 11 of 23


CCTP-400 TRANSACTIONS
Transaction 12

VOID , SUSPENDED AND ABORT TRANSACTION

CASHIER: ♦ Scan 12 items.


♦ VOID the first item scanned.
♦ Tender as husband’s credit card.

TRAINER: ♦ Explain void procedures.


♦ Give the Cashier the credit card.
♦ After the credit card is declined, tell the
cashier you will come back and pay cash
for the merchandise later.
♦ Explain how to handle a SUSPENDED
TRANSACTION AND AN ABORT
TRANSACTION.

CASHIER: ♦ Have the CSM suspend the transaction.

Did you find everything?

. Page 12 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 13

PRICE OVERRIDE

CASHIER: ♦ Retrieve the suspended transaction from


the receipt in previous transaction.
♦ Scan seven additional items and barcode
#1 (CCTP-504).
♦ The item is marked $2.96 and scans $3.97.
♦ Perform a PRICE OVERRIDE for the
item.

TRAINER: ♦ Explain the price override reason codes


and the SCANNING CREDIBILITY
POLICY. ( refer to section 503).
♦ Explain the off line procedures.

CASHIER: ♦ Tender as foreign currency. (American)

TRAINER: ♦ Explain how to handle foreign currency.

Reason code 1: Pricing / Signing Error.


Make sure that the item has been removed from the customer’s
sale at the scanned price.
Press the price override button, scan the item, press 1 then enter.
Enter the amount it is to be sold at, press enter. Press clear to
remove the message that appears on the screen.

Training & Development Dept. 2003 Page 13 of 23


CCTP-400 TRANSACTIONS
Transaction 14

COMPETITOR’S AD AND OUTSIDE SALES

CASHIER: ♦ Scan Javex 3.6 lt. and five items including


a landscaping item from the Garden
Centre barcode book. (if applicable)

TRAINER: ♦ Show the Cashier how to locate barcodes


for items that are outside. (if applicable)
♦ Give the Cashier the COMPETITOR’S
AD (CCTP – 504).

CASHIER: ♦ Verify the ad.


♦ Fill out the CSC card.
♦ Scan the competition item.
♦ Tender as cash.
v Refer to section 504

Reason code 2: Competitor’s AD.


Verify that the AD is current and it is the identical item.
Fill out the CSC card.
Press the price override button; scan the item, press 2 then press
enter.
Enter the amount the competitor is selling it at, press enter.

. Page 14 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 15

BLUE CART ITEM & DAMAGED ITEM

TRAINER: ♦ Act like a customer presenting a damaged


item and asking for a rebate.
♦ Explain how to handle DAMAGED
ITEMS.

CASHIER: ♦ Verify the price it is to be sold at with a


manager or CSM.
♦ Write their name on the CSC card
“approved by”.
♦ Fill out the rest of the CSC card.
♦ Press 4, enter.
♦ Enter the amount, press enter.

TRAINER ♦ Explain “BLUE CART” procedure.

Reason code 4: Miscellaneous and damaged items.


Associates do not receive a discount on merchandise that is
already on sale or requires a price adjustment.
You can identify non-discountable items by a code that is next to
the price on the receipt and journal tape. Refer to CCTP 503.

Training & Development Dept. 2003 Page 15 of 23


CCTP-400 TRANSACTIONS
Transaction 16

LAYAWAY PAYMENT

CASHIER: ♦ Scan and bag five items.


TRAINER: ♦ Tell the Cashier you want to make a
LAYAWAY PAYMENT.
♦ Use an active account number from the
layaway system. (This process will not interfere
with the account while in the training mode).
♦ Scan the Training card through the
Customer Activated terminal (CAT).
♦ Select Credit Card.
CASHIER: ♦ Make a layaway payment.
♦ You will need the customer’s layaway
A customer
can make a account number or 4 last digits of their
payment on phone number.
♦ Read the screen to ensure the correct
their layaway
at any cash
register. They customer appears on the screen. You may
may only have to press Item Inquiry again until you
make their
final payment have their info on the screen.
& pickup at ♦ Enter the payment amount, press enter,
the layaway
counter.
press total and continue with the sale.
(Layaway payments can be made as an individual
transaction or within the same transaction that they
make the rest of their purchase).
♦ The second slip that prints stays in the
cash drawer.
♦ Tender as credit card.

. Page 16 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 17

NOT ON FILE

TRAINER: ♦ Mention that you want a gift receipt for


one of the items.
♦ Explain the procedure for gift receipt.

CASHIER: ♦ Scan 8 items, including barcode # 2


(CCTP – 504).
♦ Follow the procedure for gift receipt.

TRAINER: ♦ Explain the procedure for NOT ON FILE


(NOF) ITEMS.

CASHIER: ♦ Check to see if it has 2 barcodes, if it


does, press clear twice and scan the other
UPC.
♦ If it does not press clear once only. Call
for a UPC check to verify there is no valid
UPC and /or get a price for the item.
♦ Type in the dept. #, press enter.
♦ Type an accurate description of the
merchandise.
♦ Type in the amount the associate you
called gave you, press enter.
♦ Tender as cash.

Training & Development Dept. 2003 Page 17 of 23


CCTP-400 TRANSACTIONS
Transaction 18

TRAVELLER’S CHEQUE

CASHIER: ♦ Scan 7 items an barcode # 1 (CCTP –504)


♦ The barcode is a clearance item for $1.00
that scans at the regular price of $ 3.97.

TRAINER: ♦ Give the training card to the cashier to


perform an associate discount card.
♦ Tell the Cashier about items that do not
receive a discount.
♦ Give the cashier a TRAVELLER’S
CHEQUE.

CASHIER: ♦ You must witness the customer endorsing


the right side of the traveller’s cheque.
♦ Check to see if it is Canadian or American
funds.
♦ Type in the amount of the traveller’s
cheque. Double check the amount you
typed in.
♦ Press the cash button, count back any
change due to the customer.

. Page 18 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 19

SHOPPING CARD

CASHIER: ♦ Scan and bag 10 items including shoes and


a 2 pieces children set.

TRAINER: ♦ Explain the importance of scanning the


UPC code attached to the shoes.
♦ Explain the importance of checking the
size of 2 pieces sets.
♦ Explain what to do with hangers.
♦ Explain the shopping card procedure.
♦ Give the Cashier the SHOPPING CARD
and a good cheque.

CASHIER: ♦ Tender $5.00 as a shopping card and the


rest as a cheque.

You can reload a


customer old gift card.
Have your trainer show
you how to reload and
cash out a gift card.

Training & Development Dept. 2003 Page 19 of 23


CCTP-400 TRANSACTIONS
Transaction 20

DEBIT CARD

CASHIER: ♦ Scan and bag ten items, including a


shopping card.
♦ Swipe the training card and activate the
card for $50.00

TRAINER: ♦ Scan the training Card through the CAT


and select DEBIT CARD.
♦ Explain the procedures.

CASHIER: ♦ Press the debit key.


♦ The customer does everything else.
♦ We do not touch the debit cards.
♦ Remember to watch your screen to see if
the customer requests cash back.
♦ If they do, get them to initial the debit slip
that stays in your cash drawer.

Since provincial laws vary,


please refer to the online
Police Manual for the
applicable laws in your
province regarding
restricted items and tax
exempt sales.

. Page 20 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 21

PHONE CARD

CASHIER: ♦ Scan a PHONE CARD.


♦ Activate it using the training card.
♦ Tender as a credit card.

TRAINER: ♦ Explain how to add minutes to phone


cards.

CASHIER: ♦ Scan ten items including soda (Coke or


Pepsi)
♦ Tender as cash.

TRAINER: ♦ Show the cashier how to redeem bottle


caps for free soda.

Make sure to put


the bottle caps
inside your
register.

Ask your trainer


what to do if a
customer wants
a rain check.

Training & Development Dept. 2003 Page 21 of 23


CCTP-400 TRANSACTIONS
Transaction 22

FLAT BED & MYSTERY SHOPPER

CASHIER: ♦ Scan and bag all of the practice


merchandise.
♦ Tender as a debit card

TRAINER: ♦ Give the Cashier the training materials


needed to complete the following:
Ø Void an item.
Ø Perform a price override.
Ø Accept a competitor’s AD.
Ø Accept coupons.
♦ Explain procedures for prescriptions.

Who is the mystery shopper?


FLAT
BED
TEST.

. Page 22 of 23 2003 Training & Development Dept


TRANSACTIONS CCTP-400
Transaction 23

Time for People


Greeter training
and a flat bed test. Are you ready to
practice what you
have learned?

Congratulations!

You have completed


the Cashier training
packet and your
Cashier training plan.
We are proud to have
you on our team!

Training & Development Dept. 2003 Page 23 of 23


REFERENCES TRAINING MATERIALS
501 Risk Management & Loss Prevention Training
502 People Greeter Training
503 Register Training
504 Training materials
RISK MANAGEMENT &LOSS PREVENTION CCTP-501

CHECK OUT • During a power failure, the Cashier should secure the register cash
EMERGENCY drawer after they complete the current transaction, unless the
PROCEDURES Cashier is in danger. The CSM will follow-up to be sure this is
done. The Cashier must remain at the register until notified
otherwise by the CSM or a member of management.

• The above guidelines will also apply in the event of a fire, bomb
threat, or natural disaster. The Cashier should remain calm and
project this image to our customers. It is important that the
evacuation of customers be accomplished in an organised manner.
All associates should be familiar with the store’s evacuation plan.

• In the event of an armed robbery, it is critical that the Cashiers and


CSMs remember one key point: Wal-Mart wants no “heroes;”
money can be replaced - you can not. There are three main
points to remember when confronted with a hold-up:

∗ Reassure the robber(s) you will cooperate in every way.


∗ Stay as calm as possible.
∗ Spend as much time as possible making mental notes on the
person’s build, hair colour, complexion, voice, unusual
statements, accent, what they are wearing, and any other points
to aid in identification.

Training & Development Dept. 2003 Page 1 of 9


CCTP-501 RISK MANAGEMEN & LOSS PREVENTION

Bad Weather Code Procedure


1. All associates and customers should
move to the centre of the store nearest
a line of support columns.

Black
2. Take a position lying flat on the floor,
face down against the side of a
gondola. Keep customers together
with associates.
3. If time permits inspect the store to
ensure everyone is moved to the site.
4. After the store, check for injuries.
Fire Code Procedure
1. Someone must be designated to call
Fire Department.
2. Attempt to put out the fire with the fire
extinguisher or other available
Red
resources.
3. In conjunction with above, proceed
with evacuation procedure.
4. Follow procedures on the Emergency
Flip Chart.

Fire Code Procedure


1. Notify the local Police Department.
2. Notify the District Manager and the
DLPS.
3. Begin videotaping the front entrance.
Blue

4. Evacuate the building (under pretext of


a power failure) immediately after the
initial call.
5. After a thorough search of the
premises, the store may be reopened.

Shooting Situation Code Procedure

1. Comply with the direction of the


robber.
Brown

2. Faint!
3. Call the Police Department and DLPS.
4. Close the store if possible.
5. Block access to the area where the
robber was physically.

Page 2 of 9 2003 Training & Development Dept.


RISK MANAGEMENT &LOSS PREVENTION CCTP-501

Training & Development Dept. 2003 Page 3 of 9


CCTP-501 RISK MANAGEMEN & LOSS PREVENTION

Accident Code Procedure

1. Announce Code White and location


over P.A.

White
2. Only qualified associates with First
Aid should respond.
3. Notify 9-1-1 if applicable.
4. Accident report to be properly
documented.
5. Never admit fault.

Missing Child Code Procedure

1. Announce Code Adam over P.A.


Adam

2. All associates (and customers if


possible) need to immediately begin
looking for child.
3. Greeter to monitor all exits.

Chemical Spill Code Procedure

1. Do not attempt to clean up with paper


Orange

towels etc.
2. Block off area using safety cone(s),
danger tape, etc.
3. Follow procedure for removal of
dangerous chemicals.
.

Page 4 of 9 2003 Training & Development Dept.


RISK MANAGEMENT &LOSS PREVENTION CCTP-501

L.I.S.A. L.I.S.A. stands for Look In Side Always. When another associate
comes up to you and says, “Have you seen Lisa?” they are telling you
to look inside the item you are ringing up. Every Cashier should make it
a habit to always check containers which could be used to conceal
other merchandise, such as:

• Purses
• Thermos bottles
• Tackle boxes
• Fabric remnants
• Coolers
• Garbage cans
• Storage Boxes
• Bedding

If there is something inside, just ring it up. Never make an


accusation. It could have been an honest mistake. It is possible that
someone else might have been trying to hide the item. If it does not
belong to the customer they will tell you.

Training & Development Dept. 2003 Page 5 of 9


CCTP-501 RISK MANAGEMEN & LOSS PREVENTION

B.O.B. stands for Bottom Of Basket. When another associate comes


B.O.B. up to you and asks, “Have you seen Bob?” they are telling you to look
at the bottom of the basket.

Every Cashier should familiarise themselves with the use of the small
convex mirror at the checkout. This mirror is used to view the bottom
of the shopping cart.

When a customer has a large item with a two-part ticket, walk around
the register and remove the ticket. The Cashier should always
physically handle large items; making sure smaller items are not hidden
underneath.

Boxed items are another potential hazard. The Cashier should always
look inside a boxed item if the box is open or has been opened and
resealed to make sure the item inside matches the carton description.

Page 6 of 9 2003 Training & Development Dept.


RISK MANAGEMENT &LOSS PREVENTION CCTP-501

SECURITY TAPE Security Tape is necessary for purchases made at outlying registers.
This coloured tape is attached to items which can not be sacked (e.g.
TV’s, VCR’s, or other large items). The tape notifies Front-end
Associates that the customer has already paid for the merchandise.
Before applying the tape to the merchandise, the Sales Associate must:

• Initial, date and copy transaction number on security tape.


• Announce over the intercom that the security tape is leaving the
department on a particular piece of merchandise.

The tape must be removed at the Front-end by the CSM, Courtesy


Desk Associate, Cashier, or Exit Greeter prior to the customer leaving
the store. The receipt must be examined to ensure the
merchandise matches the receipt and the date is current.

Outgoing Parcels! – No Security Tape


Large items checked out through the front registers will not have security tape. This is
why it is important to check the receipt for these items.

2. If there is a
1. First, you will need to problem, never
check the date and accuse the
the register number of Customer of any
the receipt. wrongdoing. Call
a CSM and let
them handle the
situation.

Training & Development Dept. 2003 Page 7 of 9


CCTP-501 RISK MANAGEMEN & LOSS PREVENTION

ASSOCIATE To deter the possibility of associate integrity problems, the following


INTEGRITY guidelines have been established. All associates should notify their
friends and family of this policy.

No Cashier is to handle a transaction for:

• Themselves
• Their family members
• Their friends

Never put yourself in a position where your integrity could be


questioned.

In the event of dishonesty, it is Wal-Mart’s policy to terminate


associates and to prosecute whenever possible.

REGISTER TAPE Wal-Mart uses a security register receipt tape. Under a black light, the
“Wal-Mart” logo will glow. It is important that the receipt tape is
secure at the Front-end. Do not leave extra receipt tape at any of
the registers. Extra receipt tape must be either secured at the
Courtesy Desk or the Cash Office.

EMPTY Always have the lane closed chain checkout lanes that are not being
CHECKOUT used.
LANES
• It makes it harder for customers to leave the store by going through
an empty checkout lane.

Page 8 of 9 2003 Training & Development Dept.


RISK MANAGEMENT &LOSS PREVENTION CCTP-501

CASH PULLS Wal-Mart’s policy is to conduct frequent cash pulls (4 times per day
for stores over 50,000 square feet) to keep excess cash amounts from
accumulating in the registers. The CSM is responsible for monitoring
and limiting the amount of cash in the registers. Each Cashier is also
responsible for monitoring their cash on hand. If they notice that
excessive currency has accumulated in their register they should call for
a CSM. A member of management will make a cash pick-up (cash
pull) any time excess cash accumulates in a register.

NOTE: All voids should be completed within ten (10) minutes of the
original transaction.

Each Wal-Mart Associate has a responsibility to maintain the high


levels of integrity established early in our Company’s history. There
will be no compromise of standards. Theft is shrinkage and takes
away from our profit sharing. Never put yourself in a position where
your integrity will be questioned. In the event of dishonesty, it is Wal-
Mart’s policy to terminate the associate and to prosecute whenever
possible.

CASH CONTROL The Cash Office Associates count money and finalise reports from the
FOLLOW-UP registers daily. Cash Control follow-up Slips will be completed by the
SLIP Cash Office Associate when a register shortage or overage of $5.00 or
(PINK SLIP) more occurs and can not be resolved. Each associate on the register
with the shortage or overage will receive a Cash Control follow-up
Slip. The purpose of the slip is to make the associate aware of the
discrepancy. The slip must be completed and returned to the Cash
Office. The associate receiving the Cash Control follow-up Slip must
return the slip to the Cash Office by the end of the day they receive the
slip. These slips must then be retained in the personnel files.

“Integrity is a cornerstone of the Wal-Mart culture. All of us must have it in all


our business dealings as well as our personal lives. What we have has taken
many years to create, but it is fragile and could easily be destroyed. Let’s protect
it at all costs.”
--David Glass

Training & Development Dept. 2003 Page 9 of 9


CCTP-501 RISK MANAGEMEN & LOSS PREVENTION

CASH CONTROL EXAMPLE:


FOLLOW-UP
SLIP
(PINK SLIP)
WMO-100 CASH CONTROL
FOLLOW-UP

Your register #

Was Over/short
on

Please explain in detail why you feel your register


was off the above mentioned amount, and what
corrective action you intend to take to keep this from
happening in the future.

EXPLANATION

CORRECTIVE ACTION

CHECKER’S
SIGNATURE

Page 10 of 9 2003 Training & Development Dept.


RISK MANAGEMENT &LOSS PREVENTION CCTP-501

Training & Development Dept. 2003 Page 11 of 9


EAS & PEOPLE GREETER TRAINING CCTP-502

The Sensormatic System creates a deterrent for potential


shoplifters. Shoplifters immediately notice the pedestals at your
store’s entrance and would rather go to another store than take on
the additional risk of activating a Sensormatic System.

JOB RESPONSIBILITIES
Greeters: § Test systems daily.
• Log all tests and activations in the System Activity logbook.
• Daily: Confirm the indicator # on the system corresponds with the last # in
the activity log.
• Respond to ALL alarms and follow proper procedures.
Cashiers: • Deactivate all tags and remove all hard tags from the customer’s purchase.
• Ensure that all merchandise being placed on layaway is deactivated. If
merchandise is being returned or being placed back out onto the floor,
ensure the merchandise is re-tagged.
• Maintain the assumption that all merchandise is EAS tagged and scan
accordingly.
CSM’s: • Ensure all cashiers are trained correctly on deactivation and removal of tags.
• Ensure all cashiers are clear on how front end equipment works. I.e.: slim
pad, boot deactivator and hand detacher.
• React properly to all activations (if exit greeter is not present).
• Complete Weekly Activity Log once a week with the log from each exit
• Follow-up with cashiers who are not deactivating or removing tags from the
customer’s purchases.
• Ensure all logs are being properly completed.
Front End § Check the system daily: follow up with the greeter
Management • Use proper training: Do not assign associates to register responsibilities until
& Assistants:
they have been instructed in the proper use of the EAS system, and have
completed the EAS CBL
• Monitor operating procedures: cashier accountability, greeter maintenance of
System Activity Log, CSM involvement.
• Ensure all systems are operational, and call Field Support for any systems
issues, after checking the Troubleshooting Guide.
• Follow-up with any departments who are tagging merchandise incorrectly.
• Ensure all returned items meet tagging criteria.
• Respond to any customer service issues regarding the EAS system.
Discuss EAS topics at every weekly Cashier Meeting

Training & Development Dept. 2003 Page 1 of 13


CCTP-502 EAS & PEOPLE GREETER TRAINING

Label deactivation is an extremely important, yet very simple


Procedure. All labels must be deactivated at the point of sale,
eliminating the possibility of embarrassing an honest customer.

The following will explain deactivation for each deactivator available.


Find the deactivator that is installed in your store and review.
NEVER PLACE A CREDIT CARD DIRECTLY ON ANYONE
OF THE UNITS WHILE YOU ARE DEACTIVATING.

POWER PAD § To deactivate the label, simply pass the label above the dark grey
area on the pad.
( no more than six inches above the pad)
• It will confirm every deactivation with an audible/visual indicator.
• In the event you here a constant beeping, deactivate the product
again.
• This unit is multimedia safe; therefore you can deactivate video
tapes and cassette tapes with the Power Pad.

SLIM PAD § To deactivate a label, simply pass the label above the dark grey
area of the pad ( no more than five inches above the pad)
• It will confirm every deactivation with an audible/visual indicator.
PLEASE DO NOT PLACE A VIDEO TAPE OR CASSETTE
TAPE OVER THE SLIM PAD. USE YOUR BOOT
DEACTIVATOR TO DEACTIVATE EITHER ONE OF THOSE
ITEMS.

BOOT § To deactivate a label, simply place the flat surface of the


DEACTIVATOR deactivator directly on the label pressing down. You must touch
the label to ensure 100 % deactivation.

HARD TAG § The dome portion of the tag is placed through the mount of the
REMOVAL detacher.
• Squeeze the end portion of the hand detacher handle.
• To separate tack from tag, gently lift the tack while squeezing the
handle.
The hard tag is reusable. After removal, keep the hard tag and tack
separate for further use and application.

Page 2 of 13 2003 Training & Development Dept.


EAS & PEOPLE GREETER TRAINING CCTP-502

Management should be checking the Activity Log


daily to monitor failures to deactivate. If an
Associate has an abnormally high number of
failures to deactivate they may require further
training.

KEY POINTS • All adhesive labels must be within 3 inches of the item UPC to be
properly deactivated

• Labels on these products must be deactivated using the hand


detacher with boot deactivator. The boot deactivator is simply
pressed against the label - never rubbed, as this will reactivate the
label.

• The Slim-Pad makes a sound when a label is properly


deactivated. It is crucial that the cashier recognises these sounds.

• Consistencies in one area/item likely indicate an issue with that


area. The same operator with numerous FTDs may require
additional one-on-one training. A high number of FTDs coming
out of a single category may indicate an equipment problem or
group of cashiers not properly deactivating labels.

• All associates must be trained by their CSM on EAS, and take


the EAS CBL before using the register.

• EAS tagged merchandise located within 6 feet of a pedestal will


cause alarms. Merchandise or modulars may have to be altered to
accommodate the EAS system.

Training & Development Dept. 2003 Page 3 of 13


CCTP-502 EAS & PEOPLE GREETER TRAINING

OUTERWEAR: All outerwear over $25 for Spring 2002 will have a sew-in EAS tag in
the location shown below.

THIS EAS TAG

MUST BE
DEACTIVATED.

CHILDREN’S All children’s outerwear over $25 for Spring 2002 will have an
OUTERWEAR: integrated hangtag with the EAS embedded in it as shown below.
As the barcode is scanned, the hangtag must be passed over the
deactivation pad to be deactivated.
(Hangtag location may vary depending on style of jacket; it may be on
the sleeve instead.)

THIS
INTEGRATED
HANGTAG

MUST BE
DEACTIVATED.

Page 4 of 13 2003 Training & Development Dept.


EAS & PEOPLE GREETER TRAINING CCTP-502

SWIMWEAR: All swimwear over $15 for Spring 2002 will have a sew-in EAS tag in
the locations shown below:

Training & Development Dept. 2003 Page 5 of 13


CCTP-502 EAS & PEOPLE GREETER TRAINING

…Got greeter labels, and


confused where to use what?
You’re not alone!

Returns and Exchanges!

You are issued with a role of green labels in order to do your job. The labels enable you to
identify items brought into the store for a return or exchange.

1. Place a label on merchandise brought into the store to be returned or exchanged. This is how
the Courtesy Desk Associates identify return merchandise that has come in through the front
doors.

2. Place a label on each item the Customer brings into the store. If the Customer brings in a
bag, open the bag and place a label on each item to be returned - don't just place the label
on the bag.

3. Once the items have been ticketed, direct the Customer to the
Courtesy Desk.

4. Keep the labels that are not being used in a secure area. Never
leave them unattended.

5. At closing return any unused labels to the cash office. Securing


the labels is very important. If they fell into the wrong hands it
could be used to make fraudulent refunds. This will cause
shrinkage and loss of profit sharing.

Page 6 of 13 2003 Training & Development Dept.


EAS & PEOPLE GREETER TRAINING CCTP-502

Incoming Parcels & Bags! – Green


Use the following as a guideline when customers enter the store with bags or
parcels.
Green Labels

1. You will need to secure


Customers’ bags when they
want to go back into the store
after making a purchase.

2. You will also need to secure


competitor’s shopping bags
that Customers bring into the
store with them.

3. Remember that labels must be


signed by you including date
and store number. During slow
periods, get a head start by
filling out a few greeter labels in
advance of your customers’
arrival.

Remember our three basic beliefs:

Respect for the individual.


Exceeding our customer’s expectations
Striving for excellence

Training & Development Dept. 2003 Page 7 of 13


CCTP-502 EAS & PEOPLE GREETER TRAINING

Outgoing Parcels! – Green Security


Tape
Security tape is the green piece of tape that is placed on paid merchandise at the
Point of Sale. It is identified with the date and the selling Associate’s initials. It is
often only used at the satellite registers, so it is of most importance to watch for
these.

1. The tape is placed on 2. The receipt


Green Labels

merchandise that is too should be


big to fit into a bag. It is attached to the
mainly used at outlying purchased item
registers in Electronics, by the security
Sporting Goods, tape.
Garden Centre,
Automotive and
Layaway.

3. The Greeter needs to remove security tape and check the receipt matching it to
the store date and merchandise. Once the tape has been removed, destroy it.
Note that the tape has perforated inserts that should come apart when
removed.

4. If you encounter an item that does not have security tape or is not on the
receipt, do not panic. Call for a Customer Service Manager (CSM). They
are in charge of the front end and will take care of the situation for you.
Whatever you do, never accuse the Customer of anything. Always thank the
Customer for choosing Wal-Mart.

IMPORTANT NOTE!
The tape dispenser and any backup tape must be in a secure place at all times. If
security tape was to fall into the hands of a thief, it could be used to steal a lot of
merchandise.

Page 8 of 13 2003 Training & Development Dept.


EAS & PEOPLE GREETER TRAINING CCTP-502

Electronic Article Surveillance System !


In order for the Sensormatic System to be effective, it is absolutely
essential that you respond to every customer who alarms the system.

Approaching the customer who has set off the system is the most critical
part of the Sensormatic program. Your approach should never be
aggressive, and you should never accuse or threaten a customer. When
approaching a customer who has set off the system, always remember to
smile, be courteous, friendly, and as discreet as possible.
?
An important reason to approach a customer who has set off an
alarm is to correct your own errors. Often the alarm goes off due to
an Associate forgetting to deactivate a label at the point of sale.

The other reason for approaching the customer is that it reinforces


the deterrent effect. If a shop-thief knows that you will respond to
an alarm, they realise that they cannot practice their trade in your
store.

The majority of alarms that you Please remember to never discuss


will experience are due to the system and how it works in
Associate error. An Associate front of customers. If someone
has forgotten to deactivate a asks what the system does or
label at the point of sale. It is wants to know how it works, just
critical we approach the advise them that it is an inventory
customers in a very low-key control system and helps to keep
and non-threatening manner. the prices lower in the store.

The Greeter’s Responsibilities


1. Test system daily. Notify management of any related problems.

2. Log all tests and activations in the System Activity logbook as they
occur.

3. Daily, confirm the indicator number on the system corresponds with the last number in the
activity log.

4. Respond to all alarms and follow proper procedures.

Training & Development Dept. 2003 Page 9 of 13


CCTP-502 EAS & PEOPLE GREETER TRAINING

Responding To The Alarm

2. If the customer has not moved away


1. When a single customer is from the pedestal and audible alarm
leaving the store and they set off continues to repeat, motion the
the alarm, whether their package customer(s) to move away from the
is visible or not. Approach – walk, pedestals. Never touch a customer or
don’t run towards the customer. their purchase until it has been offered
to you!

3. Always speak
quietly and say,
“Excuse me
Sir/Madam, we
may have forgotten
to deactivate a
label on your
purchase. Come
back with me and
I’ll be happy to 4. At this time, ask the customer if you can look at their
deactivate it for receipt, explaining that you would like to see which
you.” Associate forgot to deactivate the label. (Check
merchandise receipt to get the operator number as well as
proof of purchase). Immediately note the occurrence
(operator number) in the System activity Log.

Once the label has been deactivated, return the merchandise to the customer and say: “Again,
I am sorry for the inconvenience – thank you for your co-operation!”

Never ask the customer to try walking through the pedestals again in order to ensure all labels
have been deactivated!

Exceed the customer’s expectations!

You will need to report these events to a Member of Management or Loss Prevention
associate.
Page 10 of 13 2003 Training & Development Dept.
EAS & PEOPLE GREETER TRAINING CCTP-502

E.A.S. Alarm Scenarios

Scenario #1: A customer is leaving the store with a visible


purchase and sets off the alarm.

Discreetly approach the customer (walk don’t run) and say, “Excuse
me, we must have forgotten to deactivate a label on your purchase. If
you come back to the register I will be happy to deactivate it for you.”

Scenario #2: A customer is leaving the store without a


visible purchase and sets off the alarm.

Discreetly approach the customer (walk don’t run) and say, “Excuse
me, we must have forgotten to deactivate a label on your purchase. If
you come back to the register I will be happy to deactivate it for you.”

Scenario #3: There is more than one customer at the door


when the alarm sounds.

If one customer is carrying a purchase and the others are not, approach
the customer with the package.

Scenario #4: There is more than one customer at the door


when the alarm sounds and none are
carrying packages or all are carrying
packages.

Do not single out one particular customer! Direct your question to


the group of customers, asking all of them to check their purchases for a
label.

Training & Development Dept. 2003 Page 11 of 13


CCTP-502 EAS & PEOPLE GREETER TRAINING

Scenario #5: A customer volunteers concealed / unpaid


merchandise after an alarm sounds.

Take the merchandise and ask them if they would like to purchase the
goods. Take no further action! Note the incident in the System
Activity Log.

Scenario #6: The customer runs.

Do not pursue the customer! Note the incident in the System Activity
Log.

Scenario #7: A customer becomes agitated and / or


hostile.

It is imperative that only management deals with an agitated or hostile


customer. Immediately page your Duty Manager!

Page 12 of 13 2003 Training & Development Dept.


EAS & PEOPLE GREETER TRAINING CCTP-502

System Activity Log


The System Activity Log is used to record every alarm that occurs with the
Sensormatic System. Before the store opens for the day, the first indicator
number must be reported on the log. Each incident will cause the digital
counter on the alarm console to add one (1) to the indicator number. Every
number on the counter must be accounted for on the log. Some incidents
however will add more than one number on the console.

Example #1:
A customer sets off the alarm when leaving the store. When re-entering the store the alarm
goes off again.

Example #2:
A customer sets off the alarm and does not move away from the field of the pedestals. The
alarm will continue to sound and continue to add numbers to the console until the customer
moves away from the field.

In these situations all the numbers, which have been added to the console for each incident,
must be recorded in the System Activity Log.

The S.A.L. also monitors customers’ reactions (i.e. Was the customer pleasant, understanding,
agitated, hostile). The associate who responds to the alarm also needs to enter the appropriate
information code indicating the cause of the alarm.

TIA – Tag in the area TST – Test FTD 1 2 3 4


Failure to Deactivate
FTR – Failure to Remove RAW – Runaway REC – Recovery
APP – Apprehension UEA – Unexplained Alarm OTH – Other (explain)
STM – Stock Movement

Training & Development Dept. 2003 Page 13 of 13


REGISTER TRAINING CCTP-503

BAGGING Sacks are a major expense to our Company. Therefore, it is important


to use the sack that is just big enough for the job, but is not too big.
For each wrong-sized sack a Cashier uses, two cents is wasted. Be
careful not to sack an item with other items that could be damaged.
Following are some Do’s and Don’ts of sacking.

• DO sack like items together.


• DO sack frozen and/or refrigerated items together to keep them
cold.
• DO sack greeting cards and small items in a small separate sack.
• DO use the correct size sack.
• DO put heavy (non-breakable) items on the bottom of the sack
and lighter or breakable items on top.
• DO wrap breakable items to help protect them.
• DO check the lids on bottles to make sure they are tight, to
prevent leakage.
• DO NOT sack hazardous chemicals together, such as bleach and
ammonia.
• DO NOT sack any chemical items with food, clothing, or other
items, which could be damaged from the chemical.

RESOURCES
Ø ¹ “Bag Packing the Easy Way training video.”

The video is available upon request.


Please contact extension 4130 #.

Training & Development Dept. 2003 Page 1 of 10


CCTP-503 REGISTER TRAINING

REGISTER Listed below are the register receipt codes that print on the receipt
RECEIPT CODES next to the price of the item. These codes indicate the item’s tax and
associate discount status.

Code Tax 1 Tax 3 Discount


A Y N N
B N Y N
C Y Y N
D N N Y
E Y Y Y
H N N N
J Y N Y
K N Y Y

EXAMPLE: Receipt with receipt codes

Receipt
Codes

Page 2 of 10 2003 Training & Development Dept.


REGISTER TRAINING CCTP-503

PRICING AND The Price Override function should be used in the following situations:
SIGNING
ERRORS • Pricing or signing error
• Competition Ad
• Battery adjustment
• Customer satisfaction

The customer will get the lower price, either the scanned or the marked
price. Wal-Mart associates and their families (including anyone who is
eligible for a 10% discount) will receive the CORRECT price. The
Cashier must fill out the Customer Satisfaction Card (CSC).

Whenever the Cashier finds an error, they must enter one of the
following “Reason Codes” for the override. These codes will signal the
system to automatically take a markdown.

REASON CODES [1] = Pricing Error


[2] = Competition Ad (no % off ads)
[3] = Battery Adjustment
[4] = Miscellaneous

SCANNING If the scanned price of a non-price ticketed item is higher than the shelf
CREDIBILITY price, or any other displayed price, the customer is entitled to receive
PROGRAM the first item free, up to a $10 maximum. If a Code of Practice
problem cannot be resolved at the store level, please call 1-866-499-
4599 to register your complaint."

• The above Scanning Code of Practice is being adopted in all stores


across Canada starting June 11, 2002 (Quebec stores having
already implemented in the spring of 2001). This is a commitment
to accuracy that CUSTOMERS expect at ALL times.

• This practice will require intensive training at the checkouts,


thorough reviews of signing and shelf labels, as well as
management commitment and involvement.

Training & Development Dept. 2003 Page 3 of 10


CCTP-503 REGISTER TRAINING

CSM • Conduct intensive cashier training meetings to review the Scanning


RESPONSIBILITY Code of Practice.
• Log and track the names of the cashiers trained!

PROCEDURE AT When a CUSTOMER identifies that a non-ticketed item has scanned


THE at a higher price than what was indicated on the sign, flag, shelf label
CHECKOUTS: or any other displayed price, the cashier will do the following:
• Step One : Contact the CSM or a member of management to
have the displayed pricing verified.

• Step Two: Complete a CSC card and have management sign it to


authorise the markdown.

• Step Three: after receiving authorisation from a member of


management, the cashier will:

§ Price override the item to zero (if the displayed price


is $10 or less).

§ Price override the item by reducing the displayed


price by $10 (if the displayed price is greater than
$10).

§ Price override reason code to be used is 1.

NOTE: The price override applies to the first item only: any
additional quantity being purchased by the customer will be sold at the
displayed price. Additional quantities will be price-overridden to the
displayed price as normal. Management should handle exceptions
accordingly.

Management must immediately have the corrective action taken on the


displayed pricing issue!

Page 4 of 10 2003 Training & Development Dept.


REGISTER TRAINING CCTP-503

TRACKING OF Please manually track the number of customer incidents you encounter
INCIDENTS: (weekly) as we roll out this procedure. You may be requested to
report the number of incidents to your district office.

Scanning Code of Practice


Store #: _______ Location: ______________ Date: ___________

District #: ______ Store Manager: __________________________

The Scanning Code of Practice has been communicated to all associates as


follows:

Management Associates Date

Speciality Division Managers Date


Div. 6 manager:
Div. 10 manager:
Div. 15 manager:
Div. 30 manager:
Div. 31 manager:
Customer Service Managers Date
All CSMs:

UPC associate and Dept managers: Date


UPC associate:
Dept managers (all):
Overnight stocking crew Date

Store Team Date


Morning meeting/ evening meeting:
Cashiers and Layaway associates Date
Training & Development Dept. 2003 Page 5 of 10
CCTP-503 REGISTER TRAINING

AUTHORIZATION VISA (MasterCard/American Express) DENIED THE


STATUS CODES CHARGE:

• The purchase has been declined.


• The customer may pay for the purchase with another form of
currency or credit card. Press [CLEAR] and proceed with the
transaction.
• If the customer does not have another way to pay or does not
wish to purchase the merchandise, press [CLEAR] and have
the CSM abort the transaction (refer to CFG 311).

EXPIRED CARD:

• Verify the expiration date on the front of the card.


• Tell the customer their card has expired and ask if they have
their new card or if they wish to pay with another form of
currency or credit card.
• Press [CLEAR] and proceed with the transaction.
• If the customer does not have their new card, another way to
pay, or does not wish to purchase the merchandise, press
[CLEAR] and have the CSM abort the transaction.

Page 6 of 10 2003 Training & Development Dept.


REGISTER TRAINING CCTP-503

AUTHORIZATION CALL VISA (MasterCard/American Express) FOR


STATUS CODES APPROVAL:

• The card company has placed some type of restriction on the


use of the card.
• The CSM will have to contact the credit card company for this
information. (Refer to CFG 304, page 6.)
• IF the restriction is cleared, the CSM must insert the Supervisor
Key and press [CLEAR]. If the sale can not be continued
because the restriction was not met, press [CLEAR].
• The customer now has the option of paying with either cash, or
another credit card.

NOTE: If you are suspicious that a transaction may be fraudulent


or questionable, call the authorisation centre and ask for
a “Code 10” authorisation. This will signal the
representative to examine the transaction closely.

VISA (MasterCard/American Express) SAYS PICKUP


CARD:

• We have been instructed by the credit card company to retain


this card.
• The CSM must contact the credit card company for further
instructions. (Refer to FG 304, page 6.)
• The customer now has the option of paying for the merchandise
with either cash, or another credit card.

PLEASE ENTER CARD # AGAIN:

• The information entered into the system was incorrect.


• Press [CLEAR] and re-enter the information.
• If the information is still incorrect, the CSM must contact the
credit card company manually for approval. (Refer to FG 304,
page 6.)
• The customer also has the option of paying for the merchandise
with either cash, or credit card.

Training & Development Dept. 2003 Page 7 of 10


CCTP-503 REGISTER TRAINING

MANUAL Use the following procedures when the CSM must contact
APPROVAL FOR VISA/MasterCard, or American Express for a manual approval.
CREDIT CARDS

STEP ACTION REQUIRED


1 Use the telephone at the front registers and dial:
• VISA or MasterCard:
• American Express:

2 The operator will ask for the:


• Card Number
• Expiration Date
• Amount of Purchase
• Merchant Number - The number assigned to each
store and posted beside the telephone.

∗ MC/VISA (43990059000 + 4 digit store


number + check digit)
∗ American Express (This will vary by store.)

3 The operator will either:


• Give the CSM an authorisation code, which the
CSM must write on the credit card slip.
-- OR --
• Decline the purchase.

Page 8 of 10 2003 Training & Development Dept.


REGISTER TRAINING CCTP-503

DEALING WITH There are times when CSMs and Cashiers must deal with unpleasant
CUSTOMERS situations. Successfully handling upset customers depend on positive
attitudes.

By trying to get angry customers out of the door as quickly as possible,


Wal-Mart may lose a customer for life. In addition, the average
customer will tell 9 to 10 other people about the bad experience.
Providing good customer service to an unhappy customer, and
resolving their problems effectively, will keep that customer’s business
for life.

WHAT TO DO The most important factor in resolving conflict is ATTITUDE. If the


confrontation is avoided, or not corrected, good customer service has
not been provided. Look at an unhappy customer as a challenge. This
is an opportunity to exceed the customer’s expectations. Remember
that customers are not only external but also internal.

In order to effectively handle customer conflicts:

• Smile and greet the customer enthusiastically. Smiling is very


important. It is hard to be angry with someone who is smiling.
When you ask, “May I help you?” you are inviting the customer to
explain what has happened. Remember to remain calm at all times.
• Listen to the customer’s problem. Do not interrupt them. Many
customers just want to tell you about their problem. If necessary,
take the customer to a place where they will have your undivided
attention. Ask the customer questions and find out:
∗ What happened to make them upset?
∗ How they want you to fix the problem?

Training & Development Dept. 2003 Page 9 of 10


CCTP-503 REGISTER TRAINING

Page 10 of 10 2003 Training & Development Dept.


REGISTER TRAINING CCTP-503

WHAT TO DO • Repeat what the customer has said. This accomplishes several
(CONT’D) goals:
∗ Repetition makes sure all of the facts are correct.
∗ The customers know that their problem is understood.
∗ Knowing exactly what happened will help determine the best
way to correct the situation.
• Use the customer’s name whenever possible. Our Company’s
CHANT (Customers Have A Name Too) program encourages all
associates to call customers by name whenever possible.
• Ignore abusive language. Do not take a customer’s anger
personally. The customer may have had a bad day before entering
the store. Whatever happened may have set them off. When a
customer is abusive, think of it as a challenge to exceed their
expectations.
• Respond to the customer. Do not make the customer wait any
longer than necessary. If you or another associate have made an
error, apologise sincerely.
• If the customer is angry about a particular policy or procedure:
∗ Explain why Wal-Mart has the policy or procedure.
∗ Ask the customer if they understand why Wal-Mart has the
policy. The customer may agree that the policy is in the best
interest of the customers and the Company.
∗ If the customer does not agree, and there is no way to correct
the problem; acknowledge the problem and repeat the original
explanation. At this point there may be nothing else to do.
Call a member of management if necessary.
∗ Remember, smile and be courteous at all times.
• Talk softly whenever a customer raises their voice. A softening
voice tone can calm an angry customer.
• If the problem is something you can not correct:
∗ Call a member of management immediately.
∗ If possible, stay with the customer until management arrives.
∗ When management arrives, introduce them to the customer.
∗ Tell management what happened to make the customer upset.

Training & Development Dept. 2003 Page 11 of 10


TRAINING MATERIALS CCTP-504

BARCODES
NORMAL UPC A normal UPC (Universal Product Code) will consist of ten digits
located directly below the barcode. At times there will be an
additional digit following the barcode, this is a check digit and
should be ignored.

EXAMPLE: Normal UPC

Check digit
0 1280012112 5 Should be
ignored

Training & Development Dept. 2003 Page 1 of 13


CCTP-504 TRAINING MATERIALS

BARCODES
SUPPRESSED A suppressed UPC is a barcode that has been reduced from the
UPC normal 10-digit barcode to a 6-digit barcode. A suppressed
barcode will always have a zero to the left of the barcode known
as the number system character. These are typically found on
Department 01 items (e.g. gum, candy bars).

Number
System 0 128001 5
Character

EXAMPLE: Suppressed UPC

Page 2 of 13 2003 Training & Development Dept.


TRAINING MATERIALS CCTP-504

BARCODES
ELEVEN DIGIT/ This type of barcode is very similar to a normal UPC, except it
CHECK DIGIT will always have a digit to the left of the barcode known as a
BARCODE number system character. If this digit is a “3,” “4,” or “7,” key it
in as part of the barcode. If the number system character is
anything other than a “3,” “4,” or “7,” it should be ignored and the
barcode treated as a normal UPC. Often the Eleven Digit/Check
Digit Barcode will also have a check digit. As with the normal
UPC barcode, this check digit should be ignored.

Number 7 1280012112 5 Check Digit


System
Character

EXAMPLE: Eleven Digit/Check Digit Barcode

Training & Development Dept. 2003 Page 3 of 13


CCTP-504 TRAINING MATERIALS

BARCODES
REACT A react number is a Wal-Mart generated number. It is a nine-digit
NUMBER item number that was developed to track the sales of individual
BARCODE items. This type of barcode is most often found on the tickets of
apparel merchandise.
WAL-MART
DEPT. 34
SIZE

8
$12.93

3401 20993

EXAMPLE: React Number Barcode

Page 4 of 13 2003 Training & Development Dept.


TRAINING MATERIALS CCTP-504

BARCODES
TWELVE DIGIT On a few items, mostly bedding, there is a barcode with twelve
BARCODE digits instead of the normal ten. The middle ten digits are what
Wal-Mart uses. When hand scanning, drop the first and last
digits.

012800121125

EXAMPLE: Twelve Digit Barcode

VISUAL VERIFY The guidelines that apply to look-up numbers also apply to visual
verify numbers. Visual verify numbers are used for items that are
not scannable and have multiple price points. Visual verify
numbers do not have a specific price, therefore the Cashier must
key in the price. The authorised codes are:

· Prescriptions, Pharmacy 38
· Licenses (Fishing, Hunting) 902
· Processed Film The barcode on the package
will activate a prompt for
visual verify.

Training & Development Dept. 2003 Page 5 of 13


CCTP-504 TRAINING MATERIALS

BARCODES
FABRIC When the customer brings cut fabric to the checkouts, it will have
TICKETS a scannable fabric ticket attached. The fabric ticket contains
barcodes that indicate the product and its length. When the
Cashier scans both barcodes, the register will calculate the price
and print the price per yard, amount purchased, and the extended
price on the receipt. The Cashier must destroy the fabric tickets at
the time of purchase for proper control.
FABRIC TICKET

PRODUCT

2083078111128
TOTAL: $9.62
LENGTH
5.20 meters

4 89993 00520

FABRIC TICKET

EXAMPLE: Fabric Ticket

RINGING SALE Customer will present two fabric sales slips with his/her purchases
at the checkout registers (one copy is kept by the cashier, and the
second copy goes with the customer's purchase).
The cashier must compare each merchandise item with the entries
on the sales slip (customer could easily switch fabric pieces after
sales slip is written up).
Questionable items or entries should require a price check by the
sales associate or Department Manager in Fabrics. Ring each
individual item by total amount. Proceed with sale per standard
procedure. Fabric sales slip is to be cancelled by use of felt pen,
making an "X" on the face of slip to prevent ticket from being
reused. Ticket is to remain attached to purchase as proof of sale
should customer have need in returning.

Page 6 of 13 2003 Training & Development Dept.


TRAINING MATERIALS CCTP-504

CSC CARD
There are three reasons why the marked price and the scanned price could differ:
· Pricing or signing errors
· Competition Ad
· Not-on-file items
EXAMPLE: Customer Satisfaction Card

WMO-108
CUSTOMER SATISFACTION CARD

Operator #_________________________
Date:__________Register NO_________
UPC # ____________________________
Description ________________________
__________________________________
__________________________________
Department_________________________
Quantity:_________Sold at $_________

CSM:______________________________
Won’t Scan Because
o Item Not on File (NOF)
o Damaged UPC Code
o _________________________
---------------------------------------------------------
o Pricing Error
Scanned at $ _________________
o Competitor’s Ad from_____________

UPC Clerk:_________________________
On Hands Adjusted? o yes o no
If yes, Quantity Adjusted:________
MU/MD:____________________________

Top Copy - UPC Office


Bottom Copy - Department Manager

Training & Development Dept. 2003 Page 7 of 13


CCTP-504 TRAINING MATERIALS

GOOD CHEQUE

ACCOUNT NUMBER:

234567898-12345678
IDENTIFICATION:
Enter you Id ( to be used only if the simulated good check is inoperable)

Void Void Void Void Void Void Void Void Void Void
Void

174
Don’t Cash Me

P 1940 Argentia
Mississauga J7V 8K7
o 20

o
$
o
dollars

Bank of Mississauga
oMemo o

Page 8 of 13 2003 Training & Development Dept.


TRAINING MATERIALS CCTP-504

BAD CHEQUE

ACCOUNT NUMBER:

234567898-87654321
IDENTIFICATION:
TX 00000000 ( to be used only if the simulated good check is inoperable)

Void Void Void Void Void Void Void Void Void Void
Void

174
Don’t Cash Me

P 1940 Argentia
Mississauga J7V 8K7
o 20

o
$
o
dollars

Bank of Mississauga
oMemo o

Training & Development Dept. 2003 Page 9 of 13


CCTP-504 TRAINING MATERIALS

COUPONS
When accepting a coupon be sure to verify:
· The item matches the coupon: size style etc…
· The expiration date.
· If there’s a barcode
· If there’s an address to send the coupon to.
· Enter the price on the free coupon.

Page 10 of 13 2003 Training & Development Dept.


TRAINING MATERIALS CCTP-504

COUPONS
When accepting a coupon be sure to verify:
· The item matches the coupon: size style etc…
· The expiration date.
· If there’s a barcode
· If there’s an address to send the coupon to.
· Enter the price on the free coupon.

Training & Development Dept. 2003 Page 11 of 13


CCTP-504 TRAINING MATERIALS

COMPETITION AD
When accepting a competitor’s ad ensure:
· The item matches the item in the ad : size , style etc…
· The ad is current.

Ad ends December 31 2005

Page 12 of 13 2003 Training & Development Dept.


TRAINING MATERIALS CCTP-504

BARCODE #1

Print a label of a $ 3.97 item

BARCODE #2

Print a label of a NOF item

Training & Development Dept. 2003 Page 13 of 13


Job Specific Training Plan (Cashier)
ASSOCIATE’S SPONSOR’S
NAME: NAME:
Assoc. Spons. Date Assoc. Spons. Date
Initial Initial Initial Initial
Register Training Risk Management / Loss Prevention
IDLE Mode Lane Blockers & Chains
*CSC Cards ( WMO-108 card) *BOB (Bottom of Basket)
*Fabric Sales Ticket *LISA (Look Inside Always)
Barcodes & labels *MITCH (Merch. in Cust. Hand)
*Cash transaction Too good to be true(Wrong label)
*Count change back *Counter fit money
*Credit card transaction Black Light Use
*Cheque transaction EAS Pedestal & Alarm System
*Drivers license usage *Deactivating Sensormatic Labels
*Quantity key Safe and efficient scanning
Core charge procedures *Honesty & Integrity
*Reason codes *Ringing in Friends & Relatives
*Coupons *Discount card Policy
*Void Cash Overages & Shortages
*Error correct Pink Slip Accountability
Suspended transaction *Cash Pulls
Abort transaction Cameras
*Price override Flat bed test
*Foreign currency Mystery shopper
Competitor’s Ad Zone Defense
Damaged items *Hangers
Blue cart items Zoning Checkout Area
*Layaway payment Zoning Departments
*Not on file (NOF) Customer Service
Travellers cheque Next in Line Policy
*Shopping card Exchange / Refund Policy
Multiple payments Red Lining
*Debit card transaction *CHANT
Restricted items Wal-Mart Credit Card Offer
*Phone card *Did you find everything?
Redeem bottle caps *Proper Bagging Techniques
Rain check *Scanning credibility policy
Staple Completed Orientation Sticker Here Store Within a Store
Cashier Corner SWAS Board
SWAS Performance Report
Associate SWAS Report
Communication Binder
4-Star Cashier Program
Cashier Meetings
IPH Goals
Equipment
Scanner & Gun Scanner
Cash Drawer Maintenance
Cash funds, float cash
*Change Ribbon & Tape
Register Power Pole
Front End Specific Training
People Greeter Training

* For sales floor associate register training


BAD CHEQUES

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BAD CHEQUES

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GOOD CHEQUES

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Date: Cash #: Store # :

YES NO
Aggressive hospitality, eye contact, smile.
Cash area is maintained tidy and organised.
The cashier verifies on the screen if the price is correct.
The cashier verifies all opened packages.
The cashier looked inside packages. ( LISA)
The cashier asked, “Did you find everything”?
The cashier used the mirror to look on the bottom of the
basket.(BOB)
The cashier called to verify a switched label. ( “too good
to be true”)
The cashier has deactivated all the Sensormatic tags.

Total of NOs x 10 = % : High % indicates high potential %


of shrinkage
The cashier scanned each items
Total items ___________
Total scanned - ___________
Total of items misscanned = ___________x 100 %
Divided by total items = ___________
% of item not scanned %
BOB Missed x 100 divided by total = % missed %
LISA Missed x 100 divided by total = % missed %
EAS Deactivation %
Missed x 100 divided by total = % missed

High % indicates high potential of shrinkage


The cashier may need more training if % is high.

Potential shrinkage dollars $._____________

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