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36 Cards in this Set
- Front
- Back
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Are we a "Gold", "Silver", or "Bronze" store...and what does that mean? |
We are a "Bronze" store and that means: We have 4 LP audits/year Periodic store visits We have in-store LP Awareness Training |
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Can the cash wrap have: loose change, unidentified receipts and merchandise on it? |
No |
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Does our store have a manual credit card imprinter? What are the procedures for when we use this device? Show where the imprinter is kept. |
When our computer is down, we will use the imprinter machine and the credit card companys for approval |
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What is the deposit log and how is it used? How often do we go to the bank? |
The deposit records what we are depositing and also provides a record for what we actually deposited. We go to the bank every day except Saturday and Sunday. |
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What should we put on the deposit slip after we get back from the bank? |
Our initials that verify the amount deposited and that it matches our deposit log. |
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Do we have to use our deposit bags in numeric order? What happens if we void a bag? |
We use deposit bags in numeric order and if we do not use a particular bag, we notate the bag on the deposit log and explain what happened to the bag. |
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When are currency validation pens used? |
For any currency over $20 |
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When a customer requests to do a return, without receipt, what are the options we have to assist them? |
We can issue a merchandise credit, or offer that they exchange for "equal or greater value". |
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What needs to be written on a voided slip? |
A reason for the transaction must be written on the receipt and the manager must initial it. |
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What is the company shrink goal? |
1.00% |
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How long may we hold customer holds for and if there an exception to this? |
24 hours unless manager approval for a longer period of time |
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How do we verify on-hand inventory in the Tomax system? Show how it's done |
We conduct an "item inquiry" to see what our computer says versus what we actually have in the store. |
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What is the definition of "shrink" |
The difference between what our computer says we have and what we actually have on hand. |
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When do we do bag checks? |
We do bag checks everytime someone leaves the back room |
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For brand ambassadors who have keys to the store's front door, where should they be kept during their work shift? |
In their lockers |
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What are the 3 causes of shrink and give an example of each. |
1) internal (employee theft) 2)external (customers) 3)paperwork (errors, not being extra careful) |
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How do we prevent/deter customer theft? |
Providing superior customer service and using "face-saving" statements, like: Would you like me to hold that for you at the register? |
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If a customer steals something from the store what do we do to that customer? |
We don't do anything except report it. We do not run after or try to get our product back from them. |
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When we take trash out, what should we do as a loss prevention precaution? |
We should use see-through bags and show another sales associate the bag to prove we are not stealing product. |
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What is this month's Loss Prevention topic and where is it posted? |
It is: It is posted in the back office |
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What is the Crisis Manual and what is it used for? |
The Crisis Manual is located in the Operations Manual and used when we have a store emergency. It provides detailed instructions on what to do. |
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When someone comes into the store and says that they are with a company that must do something in our backroom, what should we do? When they leave, what must we do? |
We must verify their credentials and verify that they are supposed to be here. When they leave, we must check their bags. |
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Name 3 of our stores KPI opportunities that are outlined in our KPT Store Improvement Plan and what we can do to improve. |
1) Shrink-Make sure we are ringing the correct item & more awareness with customers-especially around the playgrounds. 2) Internal/External losses-do bag checks and reduce shrink 3) Cash over/shorts-take time when counting money to be more accurate. |
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If we have someone who appears to want to steal from our store, what is the code word that we should use with another associate to alert them of this? |
The code word is "Mike Alsfeld" |
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If a customer's credit card is declined, what should we do? |
We should ask for another form of payment and NOT re-swipe the same declined card. |
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If a credit card is declined, may we use it as a form of payment? |
NO |
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For a credit card phone order, what steps do we need to complete? |
We need to get the card #, expiration, cv code on the back and the billing address for the card. We then call the card company to verify the billing address matches with the credit card. We must also get approval for the charged amount. |
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How can we control Paperwork Shrink? |
1) Properly receive all shipments and communicate discrepancies. 2) Complete store paperwork on a timely basis. 3) Remove damaged or broken merchandise from the floor and record on a damage tag immediately. |
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How can we control External Shrink? |
1) Provide excellent customer service 2) Reduce credit fraud by verifying signatures and expiration dates 3) Use "Mike Alsfield" as a warning to other team members. |
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How can we control Internal Shrink? |
1) Don't get involved in theft. Resist the temptation or peer pressure. 2) Follow procedures and insist that all associates do the same. 3) Report any concerns to your manager or LP |
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Explain 3 Point-of-Sale Theft Methods |
1) Void theft-employee rings sale for customer and then voids sale and removes money. 2) Dropped sale-employee fails to ring sale, but charges customer full amount. Opens drawer thru a no sale for change or leaves drawer open to get change. 3) Underringing-employee rings a lower priced item but charges customer fulll price and keeps the difference |
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What does a typical shoplifter look like? |
They can look like anyone, dress in anything and be of any age. |
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How do we process Traveler's Checks? |
1) Must be payable in US funds 2) Customer must counter-sign and ensure signatures match 3) Use our store contact info to call for approval and verification |
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Where is our Panic Button and when do we use it? |
It is on the wall by the printer and we use it AFTER the robbery has left the store. |
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Can we share our alarm codes with anyone on our team? |
NO |
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What is the store's shrink and what was our last Loss Prevention Audit score? |
The store's shrink is 2.71% and we scored 84% on our last audit. |
