peak season quick start guide 2011 (.pdf)

Peak Season Quick Start Guide 2011 Legal

l L E G A L

Legal Mail Boxes Etc., Inc. (“MBE”) has made every effort to provide useful and accurate information in this Peak Season Quick Start Guide 2011 (“Guide”), but can make no claims, promises or guarantees about the accuracy, completeness or adequacy of the information contained in this document. MBE: (1) provides information/material in this document on an “as is” basis; and (2) shall not be liable for any direct, indirect, incidental, punitive or consequential damages of any kind whatsoever with respect to this document or any output or results of your reliance on this document. You hereby acknowledge and agree that any reliance upon this document shall be at your sole risk. MBE does not represent or endorse the accuracy or reliability of, or take responsibility for, the contents of any “off site” Web page, including, without limitation, the links referenced in this document. Information regarding peak season services, such as pick-up times, delivery dates and other information provided herein, may have been changed or updated since this Guide was published. We recommend that you contact the referenced sources for the most accurate and up-to-date information. In the event of a conflict between information contained in this Guide and an original source, such as the UPS® Tariff/Terms and Conditions of Service or UPS Rate and Service Guide, the original source shall take precedence.

Copyright © 2011 Mail Boxes Etc., Inc. All rights reserved. Confidential and proprietary information only for the use of The UPS Store® and Mail Boxes Etc.® franchisees.

Legal Peak Season Quick Start Guide 2011

Copyright © 2011 Mail Boxes Etc., Inc. All rights reserved. Confidential and proprietary information only for the use of The UPS Store® and Mail Boxes Etc.® franchisees.

Peak Season Quick Start Guide 2011 Table of Contents

t T A B L E O F C O N T E N T S

Table of Contents Table of Contents .............................................................................................................. 1

Introduction....................................................................................................................... 3

Chapter 1: Preparing for Peak Season ........................................................................... 5

Preparation Checklists.................................................................................................. 5

Supplies and Inventory Checklists ............................................................................... 8

Chapter 2: Peak Season Shipping ................................................................................. 13

UPS® Peak Planning Meeting .................................................................................... 13

UPS Peak Season Service Guarantees........................................................................ 16

Domestic Shipping Procedures .................................................................................. 17

International Shipping Procedures ............................................................................. 25

United States Postal Service® (USPS®) Holiday Dates.............................................. 31

Chapter 3: Finances and Building Your Business ....................................................... 33

Financial Tips for the Holidays .................................................................................. 33

Security Tips .............................................................................................................. 36

Copyright © 2011 Mail Boxes Etc., Inc. All rights reserved. Confidential and proprietary 1 information only for the use of The UPS Store® and Mail Boxes Etc.® franchisees.

Table of Contents Peak Season Quick Start Guide 2011

2 Copyright © 2011 Mail Boxes Etc., Inc. All rights reserved. Confidential and proprietary information only for the use of The UPS Store® and Mail Boxes Etc.® franchisees.

Chapter 4: Customer Service .........................................................................................37

Telephone Etiquette ....................................................................................................37

E-mail Etiquette ..........................................................................................................39

Taking Care of the “Regulars”....................................................................................40

Delighting Your Customers with Station-to-station Service ......................................41

Emergency Business Procedures ................................................................................45

Corporate Retail Solutions (CRS) Program................................................................48

Conclusion........................................................................................................................51

Resources and Tools ...................................................................................................51

Web Sites of Interest...................................................................................................53

Vendor Contact Information.......................................................................................54

Peak Season Quick Start Guide 2011 Introduction

i I N T R O D U C T I O N

Introduction Holiday peak season is always a hectic time of year for The UPS Store and Mail Boxes Etc. franchisees. The Peak Season Quick Start Guide 2011 contains information gathered from franchisees, associates, customers and vendors regarding how to prepare for and navigate through this busy time. We encourage you to review the information in this guide and put these techniques to work in your center this peak season. A little planning and preparation can go a long way. Being well prepared can get you and your associates through this season with minimal stress. While the holiday season is our largest peak season in the network, peak season can occur many times throughout the year. For example, your center may experience additional peak time when handling a local convention, shipping students’ belongings home from college, or anytime your volume increases beyond the norm. Although the ideas in this guide focus on the holiday season, you can apply most of them to any peak time. Peak season is a great time to start building relationships with new customers for the coming year. Be sure to share this guide with your associates in order to prepare them to provide world-class customer service to your customers.


Introduction Peak Season Quick Start Guide 2011


Peak Season Quick Start Guide 2011 Chapter 1: Preparing for Peak Season

1 C H A P T E R

Preparing for Peak Season

Preparation Checklists Nobody knows the holidays better than experienced The UPS Store® and Mail Boxes Etc.® franchisees and their associates. The following checklists contain recommendations that have helped other centers prepare for peak season.

Staffing Checklist Assess your staffing needs using the Simplified Peak Season Staffing Tool. (NOTE:

You will receive this tool via e-mail from the Mail Boxes Etc., Inc. [MBE] Industrial Engineering Department. For information regarding how to use this tool once you receive it, refer to the resources listed under the Holiday Staffing heading on the Peak Season 2011 page of MBE Web.)

Place appropriate ads for recruiting seasonal associates. Order and install a new “Now Hiring” window sign (item #130546), if needed.

Hire associates to meet your peak season staffing needs.


http://mbeweb.mbe.com/og/op/Pages/og_op_peak.aspx

Chapter 1: Preparing for Peak Season Peak Season Quick Start Guide 2011

Order uniforms and name tags for your new associates.

Consider offering a holiday associate incentive plan.

Training Checklist Conduct a staff meeting to discuss the following:

Your plans, goals and expectations for peak season

Telephone etiquette and scripts

UPS® and United States Postal Service® (USPS®) shipping deadlines and service guarantees

Talking points for promoting other products and services offered at your center

Your holiday associate incentive plan (if applicable)

Have your associates complete the following training programs available in the Learning Center:

Sales and Customer Experience for Associates Web-based training (WBT) module

Sales and Service Training Program: Packing Services Trainee Workbook

Sales and Service Training Program: Shipping Services Trainee Workbook

Hazardous Materials Avoidance for Associates WBT module

Sales and Service Training Program: Print Services Trainee Workbook

Train your associates to use the Shipping Price Quote Sheet during the holiday season. This tool provides the opportunity for associates to explain shipping services options to each customer and upsell shipping services to meet the customer’s needs.

Operating Hours Checklist Change your center’s hours of operation on MBE Web. Starting November 1, you

will be able to modify your holiday operating hours online. Through MBE Web, you will be able to select operating hours for each day beginning with November 21, 2011, through January 3, 2012, as well as close on certain days. You will also be able to make adjustments to your operating hours at anytime during this period. To change your center’s hours of operation on MBE Web, follow these steps:

1. Log on to MBE Web.

2. Select Modify Holiday Hours of Operation under the “What’s New” section of MBE Web.

3. Update your holiday hours.

4. Select Submit.


http://learningcenter.mbe.com/

http://mbeweb.mbe.com/og/pc/pages/og_pc_ship_quote.aspx


Change your center’s hours of operation on the front window sign, voicemail and on-hold messages. If needed, order replacement center opening hours numeric decals (item #131136) or suction cups (item #131137) for the front window sign.

Holiday Décor Checklist Install secular holiday and seasonal décor (e.g., wreaths, garlands, and/or green

swags with professional bows) no sooner than November 1.

Do not install decorations near work surfaces, such as the lobby island, front service counter, multi-function products (MFP) and mailbox modules.

Franchisees may not install holiday lights in their centers.

Neither The UPS Store nor Mail Boxes Etc. centers are authorized to display holiday storefront window painting. Franchisees must maintain a clear sightline into each of their centers so that customers are aware of each center’s extended hours and can easily view the services offered in each center. Window area decorations and exterior center trim consistent with trim throughout the strip mall or local shopping area should be installed by the landlord.

Remove secular holiday and seasonal décor during the first week of January.

Marketing Checklist Develop and implement your local store marketing (LSM) and public relations

strategies.

Use the LSM Plan Packet on the Marketing Help Center (MHC) to develop your marketing strategies.

Review the holiday Marketing Action Plan (MAP). Install all holiday marketing materials included in the MAP and kit.

Put together professional samples of specialty holiday gifts (e.g., customized calendars, greeting cards and wide-format posters) and display them at the service counter using the magnetic digital printing point-of-purchase (POP) poster (item #230129).

Pay attention to Notes & News, area networking meetings, newsletters and e-mail blasts for any late-breaking ideas, offers and strategies.

Send holiday cards or letters to your existing customers to inform them of your extended hours of operation. Include with each card or letter a coupon for packaging services.

In late October or early November, begin suggesting to your customers that they take Parcel Shipping Order (PSO) forms with them for their holiday shipping needs.

Make holiday shipping kits by placing PSO forms, a pen and a candy cane in resealable plastic bags and give them to your customers. Label these bags “Ship Me Kit” or “In Time for the Holidays Kit.”


https://clients.pbmarketingsolutions.com/MHC/


Promote new products and services and cross-sell related products and services in the center (e.g., luggage boxes, travel accessories and removable electronic data storage devices).

If you plan to participate in the Toys for Tots Literacy Program, display the collection box and donation cards.

Additional Storage Checklist Identify all possible alternative storage areas within your center to make the best use

of available space. Include basements and any other accessible areas. This might require moving non-essential equipment and supplies offsite to allow more room for this heavy shipping period.

Check for available spaces within your business area that your can rent for a short period. Such spaces must be secure and easily accessible for UPS drivers to complete pick-ups.

Consider using a rental storage locker, such as in a parking lot or garage, for daytime package storage only. Ensure that there are no packages stored in the locker overnight.

Consider using the Franchise Discount Program for PODS. Call (866) 846-0900 and mention the code “UPSS” or visit www.PODS.com/MBE.

Before making a decision to rent a facility or locker, contact your insurance agent/broker to verify insurance coverage on property away from the premises. If you currently use BFIA, call (800) 255-1384 for more information.

Supplies and Inventory Checklists During the holiday season, you will not have a lot of time to order supplies. Your vendors will also be busier than usual during the peak season and it may take longer to get supplies. Planning is necessary to give your customers a positive holiday experience. Use the following checklists as minimum purchasing guidelines. If you have merchandise left over after the holidays, you can always have an after-holidays sale or store it for the next holiday season.

Packaging and Shipping Services Checklists

Packaging Tools Checklist 1-2 box sizers

Three (3) 3-inch tape guns

1-2 tape measures

4 utility knives with plenty of extra blades


http://www.pods.com/MBE


Packaging Materials Checklist 2-4 bundles of each popular box size

The first rule of supplies is: do not run out! If you do run out and cannot get delivery the next day, call your neighboring franchisees. They may have plenty of stock to help you. Do not be afraid to use the network.

1 pack of small and 1 pack of large IVOX boxes for packing wrapped gifts

1 pack of each size of luggage box

Several sheets of polystyrene foam planks

1 case of polystyrene foam corners

1 roll of foam wrap

10 bags of peanuts or 2 rolls each of Mini Pak’r Double Cushion® and Supertube® inflatable films

2 rolls of each width of large bubble cushioning (i.e., 4 rolls) and 1 roll of each width of small bubble cushioning (i.e., 2 rolls), or 2 rolls each of Mini Pak’r Quilt Small® and Quilt Large® inflatable films

3-5 cases of clear 3-inch x 110-yard tape

24 rolls of strapping filament tape

1 roll of large parcel plastic bags (free through UPS, item #170142)

UPS Express® boxes and envelopes

Retail Packaging Supplies Checklist Decorative seasonal mailers and boxes

Try to have alternate storage for excess packaging and shipping supplies (e.g., a truck, garage, storage unit or empty retail space in your shopping center). Contact BFIA for additional insurance that may be needed.

Twenty (20) 1-cubic-foot bags of peanuts

15 rolls of bubble cushioning

1 case of 2-inch tape

24 packets of address labels

Shipping Tools and Supplies Checklist 1 extra thermal label printer

2 cases of 4- x 6-inch thermal labels (free through UPS, item #01774006)

1 manual scale




Shipping Forms Checklist UPS Time-in-transit Map

2-3 cases of PSO forms or 2 reams of “Less Paper” PSO forms1

1 package of International Parcel Shipping Order (IPSO) forms

Waybills (domestic and international)

Freight services PSO forms

TotalShipping® Quoting Tool

Frequent shipper card order forms

Print Services Checklists

Printing Supplies Checklist 6 bottles/cartridges of black and white toner per MFP

2 bottles/cartridges of each color of toner per color MFP

Infuser oil for color MFP (if applicable)

2 laser printer toner cartridges and/or inkjet cartridges

Paper Supplies Checklist 6 cases of letter-sized (8.5- x 11-inch) 20-pound

copy paper

2 cases of letter-sized 28-pound color copy paper

1 case of letter-sized 80-pound color copy cover paper

1 case of letter-sized glossy paper

6 reams of letter-sized 20-pound red colored paper

6 reams of letter-sized 20-pound green colored paper

2 cases of legal-sized (8.5- x 14-inch) 20-pound copy paper

1 While centers have the option to use the “Less Paper” PSO form, it is recommended that franchisees maintain a stock of standard PSO forms in their centers should the Internet be unavailable. Review the verbiage with your associates to ensure that customers fill out and sign the PSO form completely and accurately prior to using the “less paper” option.

If you carry a large variety of colors, textures, types and weights of copy paper, make sure you have plenty of the most popular stock on the shelves.

http://www.ups.com/maps

http://mbeweb.mbe.com/fb/pages/fb_bt_totshipquote.aspx




2 cases of ledger-sized (11- x 17-inch) 20-pound copy paper

1 case of ledger-sized 28-pound color copy paper

Finishing Supplies Checklist Binding supplies

Laminating supplies

Print Services Products and Forms Checklist Doc Pricer Job Ticket

Color Calendar Information and Templates (including brochures and order forms)

Pre-paid copy cards

Mailbox Services Forms Checklist Mailbox Service Agreements:

Letter Size Legal Size

PS Form 1583, Application for Delivery of Mail through Agent

PS Form 2976, Customs Declaration

PS Form 2976-A, Customs Declaration

PS Form 3576, Change of Address Card

Miscellaneous Supplies Checklist 1 full case of thermal receipt paper (POS/CMS: The UPS Store, item #260969; Mail

Boxes Etc., item #260968)

2-4 calculators on hand

Manual credit card imprinter

Credit card imprint forms

6 clipboards

Business cards

To/From labels for The UPS Store/Mail Boxes Etc.

Product and service brochures (available on the MHC)

Coupon books from your approved vendor (available from TeamWork)


http://mbeweb.mbe.com/pdf/job_ticket_advanced.pdf

http://mbeweb.mbe.com/og/pc/pages/og_pc_colorcal.aspx

http://mbeweb.mbe.com/doc/fb_mailboxservagr.doc

http://mbeweb.mbe.com/doc/fb_mailboxservagrlegal.doc

http://mbeweb.mbe.com/pdf/fb_psform1583.pdf




Branded pens (available from Initial Impression)

Mail Boxes Etc. bucks (available from TeamWork)

Fax cover sheets (available on the MHC)

A selection of seasonal greeting cards

Passport photo supplies

Rubber stamp order forms


Peak Season Quick Start Guide 2011 Chapter 2: Peak Season Shipping

2 C H A P T E R

Peak Season Shipping

UPS® Peak Planning Meeting Clear communication is critical to getting the support you need, especially during the busy holiday season. Beginning September 19, a UPS business manager will be contacting each The UPS Store® and Mail Boxes Etc.® center in your area to schedule an onsite visit or telephone interview with the franchisee or center manager to discuss 2011 peak planning. All new franchisees will receive a face-to-face visit. With the realization that peak season impacts both franchise and UPS operations, these meetings and interviews are important opportunities to coordinate efforts to ensure an efficient peak season for everyone. These meetings will allow UPS business managers to gain a better understanding of your operation and prepare to address your peak season needs. By starting these meetings early in the fourth quarter, UPS will have ample time to structure operations to accommodate your needs during the 2011 peak season. During your meeting or telephone interview, you or your center manager and the UPS business manager will exchange contact information, key dates, pick-up times and local pick-up or delivery situations so that UPS can build an operating plan that can be executed smoothly. Be prepared to:


Chapter 2: Peak Season Shipping Peak Season Quick Start Guide 2011

Obtain the name and telephone number of the UPS business manager, the UPS contact during Saturday operations and a UPS back-up person.

Review your package volume projections.

Discuss any needs you will have for additional pick-ups and sweeps.

Identify alternate storage opportunities or plans.

Identify holiday operating hours.

Discuss parking concerns or restrictions.

Review any other issues using the Peak Planning Discussion Checklist.

Be sure to keep your UPS business manager informed. If you will need additional pick-ups and sweeps, be as specific as you can when discussing your needs. Be prepared to provide the following information:

Approximate volume

Amount of center space being taken up for storage

Special instructions for the UPS driver, such as a pick-up point, a special location (e.g., front or back door), etc.

Additional UPS Pick-ups and Sweeps Currently, UPS is planning additional pick-ups and sweeps for The UPS Store and Mail Boxes Etc. centers. The following plans are current as of this publication and are subject to change. You will be provided with the proper notification in the event of any change. Monday pick-ups and sweeps (NOTE: These pick-ups will occur prior to 2:00 p.m.):

Monday, December 5 Ground, air and international



Some centers will require weekday pick-ups and sweeps in the early afternoon. Consult your UPS business manager with additional pick-up needs for the following days:

Tuesday, December 6 Ground, air and international

Wednesday, December 7 Ground, air and international

Thursday, December 8 Ground, air and international

Friday, December 9 Ground, air and international



Thursday, December 15 Ground, air and international

Friday, December 16 Ground, air and international


http://mbeweb.mbe.com/pdf/center_visit_checklist.pdf




Saturday pick-ups and sweeps for centers in Saturday Delivery and Pick-up territories (NOTE: These pick-ups will occur at or after 3:00 p.m. depending on your center’s closing time.):

Saturday, December 10 Ground, air and international

Saturday, December 17 Ground, air and international

UPS Operations has been made aware that multiple centers will require additional days of sweeps above and beyond those identified above. Be prepared to discuss your center’s pick-up needs with your UPS business manager during the visits scheduled to take place beginning September 19.

Best Practices for Effective Pick-ups Adhere to the following best practices in order to reduce the amount of time needed for each pick-up and to help UPS drivers pick up your packages as quickly and as efficiently as possible:

Often, your normal UPS driver will not be the same as your pick-up or sweep driver. Make sure to review with the UPS business manager how the UPS driver(s) should perform pick-ups at your center.

Make sure that all packages are easy to identify and ready for pick-up. Process, sort and count the packages ahead of time.

Ask the UPS driver to pick up any large packages that are hindering your ability to process additional packages.

Sort all processed packages into four groups: ground, air, international and high-value. NOTE: High-value packages must be accompanied by the applicable high-value documentation when they are picked up. If a sweep is made and the high-value documentation is not yet available, the package must remain at the center until the high-value documentation is available.

Separate small packages and UPS letters and packs into bag stands (if available), open boxes or totes. This minimizes the handling of the packages and letters for both you and the UPS driver and makes small packages less susceptible to damage.

Process all air and international packages first. Separating the international packages allows the UPS driver to verify documentation quickly.

Keep track of the number of ground, air and international packages picked up by each driver.

Have as many small packages available for pick-up as possible.

For security reasons, ask for UPS identification when there is an unfamiliar UPS driver or non-UPS vehicle doing a pick-up.



UPS Peak Season Service Guarantees UPS air and international shipments picked up or delivered in the United States and Puerto Rico are guaranteed throughout the holiday season. The guarantee is suspended for UPS Ground and UPS Standard packages picked up or scheduled between December 12 and December 25. On UPS holidays—November 24, December 26 and January 2—there is no movement of any packages tendered to UPS. November 25 and 26 and December 24 and 31 are “UPS air and international package” transit days only. Therefore, UPS Ground services will not be picked up. For further details and conditions, consult the UPS Tariff/Terms and Conditions of Service. If delivery is late, UPS will either refund or credit the delivery charges to the shipper. (NOTE: For centers on the UPS Enhanced Guaranteed Service Refund [EGSR] program, UPS will send a check payable to the shipping customer either to the customer’s address or to the center’s address, whichever the franchisee specifies. For more information, see the UPS Enhanced Guaranteed Service Refund page of MBE Web.) Refund requests must be made within 15 calendar days of the scheduled delivery date for UPS. During peak season, it is important to be aware of your shipping dates in order to maintain the 15-calendar-day requirement to receive a refund or credit. The guarantee does not apply to UPS shipments that are delayed due to causes beyond UPS’s control, including, but not limited to: the unavailability or refusal of a person to accept delivery of the shipment; acts of God; acts of public authorities acting with actual or apparent authority; acts or omissions of customs or similar authorities; insufficient information provided by a customer; hazardous material packages improperly offered for transport; the application of security regulations imposed by the government or other labor disputes; civil unrest; disruption in air or ground transportation networks; and natural disasters. In addition, the guarantee does not include the fuel surcharge. Check the UPS Rate and Service Guide and current publications for more information. For specific guarantee and time-in-transit details of shipments, call The UPS Store/Mail Boxes Etc. help desk at (800) 877-1760 or refer to the UPS® 2011 Year-end Holiday Schedule available on MBE Web. Have your customers call (800) PICK-UPS or (800) 742-5877.

Time-committed Deliveries Commitment times for air and international shipments delivered within the United States and Puerto Rico will be extended by 90 minutes on the following days: November 25; December 19 to 24; and December 31. Only the products listed below are subject to the 2011 peak season relaxed commitment times.

Service Level Regular Commit Time

Relaxed Commit Time

UPS Next Day Air Early A.M. 8:00 a.m. 9:30 a.m.




http://mbeweb.mbe.com/fb/Pages/fb_bt_gsr.aspx

http://mbeweb.mbe.com/pdf/og_op_peak_UPSGuarantee.pdf






Service Level Regular Commit Time

Relaxed Commit Time


UPS Next Day Air 10:30 a.m. 12:00 p.m.

UPS Next Day Air 12:00 p.m. 1:30 p.m.

UPS Next Day Air Saturday 12:00 p.m. 1:30 p.m.

UPS Next Day Air Saturday 1:30 p.m. 3:00 p.m.

UPS Next Day Air Saver (commercial only) 3:00 p.m. 4:30 p.m.

UPS Next Day Air Saver (commercial only) 4:30 p.m. 6:00 p.m.

UPS 2nd Day Air A.M. 10:30 a.m. 12:00 p.m.

UPS 2nd Day Air A.M. 12:00 p.m. 1:30 p.m.

UPS Worldwide Express Plus (to US only) 8:00 a.m. 9:30 a.m.



UPS Worldwide Express (to US only) 10:30 a.m. 12:00 p.m.

UPS Worldwide Express (to US only) 12:00 p.m. 1:30 p.m.

UPS Worldwide Express Saturday (to US only) 12:00 p.m. 1:30 p.m.

UPS Worldwide Express Saturday (to US only) 1:30 p.m. 3:00 p.m.

Domestic Shipping Procedures

UPS Telephone Numbers Domestic Hazardous Materials

(800) 877-1760, press 2 (800) 554-9964

2nd Day Air Saturday Delivery Saturday delivery will be an available service option for UPS 2nd Day Air, with the exception of UPS 2nd Day Air A.M. service. Whenever a UPS 2nd Day Air package is shipped on a Thursday, both Saturday and Monday services will be displayed as available. Standard rates for Saturday delivery will be added to the UPS 2nd Day Air Saturday Delivery service.


Shipping Labels During peak season, it is especially important that all packages be properly labeled to ensure they arrive on time. When selecting Saturday Delivery in the Counter Manifest System (CMS), a label will be printed designating Saturday delivery. However, in addition to the label that is generated by the CMS, centers must also apply the orange Saturday Delivery label to the package or letter. This will facilitate proper package sorting and delivery by UPS. This label should be placed directly below the address label on the package or letter.

The item number for this label is 011189. This item can be ordered along with all your other UPS supplies online at www.ups.com or by calling (800) 877-1760.

Alcohol, Wine and Tobacco Shipments

Alcohol As specified in the Packaging and Shipping Services section of the Center Operations Manual, franchisees are strictly prohibited from shipping alcoholic beverages of any kind on behalf of customers who are not licensed to do so. See below for details on shipping wine on behalf of licensed customers.

Wine Shipments on Your UPS Account Franchisees wishing to ship alcoholic beverages on behalf of licensed customers via a carrier other than UPS must refer to the carrier’s service guide and tariff document for terms and conditions. Franchisees may ship wine on behalf of licensed customers via their centers’ respective UPS accounts only if the following two (2) conditions are met:

1. The franchisee has signed a Wine Shipping Addendum to The UPS Store Franchisee UPS Contract Carrier Agreement and has submitted it to the Home Office for approval.

2. The destination state is approved for wine shipments from the origin state as specified in Addendum A to the UPS Agreement for Approved Wine Shippers available on www.ups.com. (NOTE: State laws of origin and destination states may also impose quantity limits, reporting requirements, licensing obligations, limits on frequency of shipments and other restrictions and may prohibit shipments to certain areas within a state [such as dry or damp jurisdictions].)


http://www.ups.com/

http://mbeweb.mbe.com/com/com_packship.pdf

http://mbeweb.mbe.com/com/com_toc.pdf


http://mbeweb.mbe.com/doc/fb_wineaddendum.doc


http://www.ups.com/media/en/wine_addendum.pdf

http://www.ups.com/


Franchisees may accept drop-off packages containing wine only if all of the following conditions are met:

1. The franchisee has signed a Wine Shipping Addendum to The UPS Store Franchisee UPS Contract Carrier Agreement and has submitted it to the Home Office for approval.

2. The destination state is approved for wine shipments from the origin state as specified in Addendum A to the UPS® Agreement for Approved Wine Shippers available on www.ups.com. (NOTE: State laws of origin and destination states may also impose quantity limits, reporting requirements, licensing obligations, limits on frequency of shipments and other restrictions and may prohibit shipments to certain areas within a state [such as dry or damp jurisdictions].)

3. The package has a Package Level Detail (PLD)-compliant label affixed to it.

4. The package is being sent with Delivery Confirmation Adult Signature Required service.

5. The package has a Special Delivery Instructions sticker affixed to it (sample pictured below). NOTE: The licensed customer must drop the package off at the center with this sticker already affixed to it. Customers may not use the center’s supply of these stickers.

If a center receives a drop-off package containing wine that does not meet these conditions, the franchisee must:

Inform the customer that UPS is not permitted to ship the package.

Instruct the customer to contact UPS for instructions.

If the franchisee discovers that the package does not meet the aforementioned conditions after the customer has already left the center, the franchisee must make every reasonable effort to contact the customer immediately and instruct him or her to pick up the package. If the franchisee is unable to contact the customer or the customer does not pick up the package by the time of the last daily UPS pick-up, the franchisee must contact UPS for further instructions by calling (800) 877-1760. If a center receives a wine shipment on behalf of a customer of a Corporate Retail Solutions (CRS) Program (also known as the Corporate Accounts Program) client who







http://www.ups.com/


has signed up for Alternate Delivery Location (ADL) service and that customer fails to pick up the package, the franchisee must affix to the package the UPS return service label which accompanied the original shipment for return to the shipper.

Tobacco Shipments on Your UPS Account Neither The UPS Store/Mail Boxes Etc. centers nor other UPS retail outlets are permitted to ship tobacco products on their own accounts. If a drop-off package is identified as containing tobacco, the package may be accepted as long as it has been processed using any UPS return service. NOTE: The shipping label will have ARS or RS in the upper-right corner. If these conditions are met, you may accept the drop-off. If not, inform the customer that UPS is not permitted to accept the package for drop-off and to contact UPS for instructions. If you discover that the above conditions have not been met and the customer has already left your center, make every attempt to contact the customer immediately and have the customer pick up the package. If you are unable to contact the customer or the customer does not pick up the package by the time of your last daily UPS pick-up, you must contact UPS for further instructions by calling (800) 877-1760.

Shipment E-mail Notification Follow these instructions to send your customers an automated e-mail with the tracking number for the shipment:

1. In the CMS, select the Preferences option from the Administration drop-down menu.

2. On the Preferences screen, click the Shipping folder.

3. Under the E-mail Defaults heading, check the Shipment Notification E-mail checkbox.




4. Click the OK button. (The customer’s e-mail address is collected from input of “Ship

he UPS Customized Declared Value (CDV) program provides declared value protection

he first $100.00

n of adequate pack for all center-packed items.

nd packing service fees

very Location (ADL)

From” data and the recipient’s e-mail address is collected from input of the “Ship To” data. Customers can then track their packages at www.theupsstore.com, www.mbe.com or www.ups.com.)

UPS Customized Declared Value (CDV) Program Tfor UPS small package shipments, as well as the following benefits:

A rate of 40 cents per additional $100.00 of declared value beyond tfor UPS small packages unless your center has been identified with a higher rate structure.

Assumptio

The ability to recover retail shipping, packaging materials a(if the amount declared is sufficient to cover these fees).

Enhanced coverage for packages under the Alternate Deliprogram.

http://www.theupsstore.com/

http://www.mbe.com/

http://www.ups.com/



For more information on the CDV program, visit the UPS Capital® Web site at

he Pack & Ship Promise Program provides full protection on customer shipments ipate

g

ue of the item up to the declared value of the package (subject to the lesser of

shipping and accessorial charges (except CDV charges).

order for a package to qualify under the Pack & Ship Promise Program, franchisees

t,

Other

o verify that the Pack & Ship Promise Program has been properly activated in your

tion drop-down menu, select the Carrier Setup option from

from the list of carriers.

tract Services

ome Office Packaging Guidelines

he CDV and Pack & Ship Promise Programs provide the network with packaging rd

d

ed es

http://www.upscapital.com/solutions/cdv.

Pack & Ship Promise Program Tpacked, shipped and properly processed in the CMS by centers that sign up to particin the program. This program benefits franchisees by providing the automatic assumption of adequate pack for all center-packed UPS small packages. This program also benefits customers by providing the industry’s first full money-back reimbursement for qualifyinloss or damage consistent with the UPS Tariff/Terms and Conditions of Service, including:

The valthe actual value, replacement cost or repair cost per the UPS Tariff/Terms and Conditions of Service).

Full retail price for UPS

Full retail charges for packaging materials and service.

Inmust sign up for the Pack & Ship Promise Program. (To sign up for the Pack & Ship Promise Program, visit the Pack & Ship Promise page of MBE Web. Upon enrollmenUPS Capital will e-mail your center a Pack & Ship Promise Program registration key code.) Franchisees and their associates also are required to identify center-packed packages in the CMS by selecting the Center-packed option button and selecting Packaging in the Packaging drop-down menu. It is critical for you to train your associates on the proper procedures for this program. TCMS, follow these steps:

1. Under the Administrathe Site Configuration drop-down list.

2. On the Carrier Setup screen, select UPS

3. Verify that Pack & Ship Promise (PSP) is showing next to the Conheading. If it is not, contact UPS Capital at (866) 202-2511.

H Tguidelines for parcels up to 45 pounds. These guidelines include how to pack standaitems as well as special items such as electronics, artwork, porcelain, crystal, jewelry anantiques based on the weight, value and fragility of the items. These guidelines are designed to assist franchisees to prevent damaged parcels through the use of approvvendors’ packaging materials. You should provide packaging training for your associatusing these guidelines. For more packaging guidelines, refer to the Packaging Techniques

http://www.upscapital.com/solutions/cdv

http://mbeweb.mbe.com/og/pc/pages/og_pc_home_wpi.aspx

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Quick Reference Guides located on MBE Web and/or contact your area franchisee or area support staff.

Preventing Claims Employing effective claims prevention procedures will help you to protect your customers’ packages and thus build your reputation as a packing expert. The primary benefit of claims prevention is customer satisfaction. When packages arrive as promised, your customers’ confidence in your center’s capabilities increases. When packages are damaged and must be compensated for, any retail rate you charge on shipping or packaging is not reimbursed unless the package value and retail packaging and shipping rates are declared through the CDV and Pack & Ship Promise Programs and packed by your center. NOTE: Check all six sides of each customer-packed box for hazardous material labels, multiple labels, rattling, clanking or movement. Remember, you cannot open a customer-packed package without the permission of the customer.

Filing a Claim 1. Call (800) 877-1760.

2. Provide shipment information.

3. UPS Capital will issue a Loss Damage Investigation (LDI) number.

4. Once the claim is investigated, you will be issued a UPS claim number. The UPS claim number will be used to process your CDV or Pack & Ship Promise Program claim.

The following completed documentation is required if your coverage under either the CDV or Pack & Ship Promise Program exceeds typical carrier coverage:

Request for Claim Payment Form (provided by UPS)

Original invoice or proof of value (provided by your customer)

Shipment Details Report (generated from the CMS)

Cash register receipt (if claim includes packaging materials and service fee)

Checking the Status of a Claim To check the status of a claim, contact your Centralized Claims Associate at (877) 884-1211.




Handling Freight Services Transactions It is important to make every effort to accommodate freight services customers during the holidays. Remember that one freight services transaction can easily equal or surpass 15 to 20 small package jobs. Landing a few freight services jobs can be a terrific boost to your holiday profits.

Establish service with all MBE-approved freight services vendors.

Review all freight services options with your associates, including who can do your crating.

Review and discuss the TotalShipping® Quoting Tool with all of your associates.

Create a freight services follow-up log to enable you and your associates to follow up with potential freight services customers.

Have at least one well-trained, regular, full-time freight services associate in your center at all times. Instruct this associate to answer all freight services inquiries.

For freight services telephone inquiries, try to schedule an appointment at a time when you can give your full attention to the customer. If the job sounds lucrative, consider going off site to meet the customer in person. If you are uncertain about the job, ask the customer to come into your center during slower hours and to bring the information necessary to complete the TotalShipping Quoting Tool.

When a customer brings a freight services item into your center, notify the associate trained in freight services quotes. Using the TotalShipping Quoting Tool should make the quoting process quick and easy.

Recognize that you may get many “tire-kickers” during this season. Properly handled, these potential freight services customers may turn into quotes and potential jobs in the coming months and years. If you are absolutely unable to handle a freight services transaction, refer the customer to the closest The UPS Store or Mail Boxes Etc. center that offers this service.

Take full advantage of your LAN vendor during the holiday season. Even if you have packed or crated freight services jobs in the past, you may not have time to handle large packing and shipping jobs during the holiday season.

Carrier What It Ships Contact Information

UPS Freight® Less than a truckload; crates, large items, fragile items

(800) 682-2545

All associates should be able to understand and talk intelligently about freight services. Your regular associates should be well-versed in using the TotalShipping Quoting Tool and providing your customers with quotes.

Handling a freight services job during the holidays in a quick and professional manner is an excellent opportunity to demonstrate to your customers that we can ship it all, big or small.







Carrier What It Ships Contact Information

UPS Supply Chain Solutions®

International shipping of business fixtures, medical equipment, etc.

(800) 275-0073

UPS Automotive Industry Solutions (UPS AIS)

($100.00 commission if UPS AIS completes the transaction with the customer)

Vehicles of any kind: passenger, commercial, industrial, farm, boats, recreational (domestic and international)

Telephone: (866) 435-2281

Fax: (502) 374-1648 Attn: UPS AIS

Schafer Brothers Transfer and Piano Moving

($150.00 commission if Shafer Brothers completes the transaction with the customer)

Pianos, organs, motorcycles, small ground sport recreational vehicles

Telephone: (800) 222-2888

Fax: (310) 830-3362

Transit Systems, Inc. (TSI) Less than a truckload; van, air, international, ocean (crates, large items, fragile items)

Telephone: (800) 626-1257

Fax: (800) 228-8131

YRC Less than a truckload; crates, large items

Telephone: (800) 610-6500

Select 0 to talk to a representative

International Shipping Procedures

UPS Telephone Numbers International Hazardous Materials

(800) 877-1760, press 1 (800) 554-9964

International Packaging Documentation In the international marketplace, goods are classified in two broad categories: document and non-document commodities. To provide accurate document and/or non-document commodity information to your customer, call the UPS International Customer Service Center at (800) 877-1760 and select option 1, or visit UPS Import/Export and review specific country regulations. In addition to the information regarding international shipments detailed below, you should refer to the International Shipping with UPS page of MBE Web.

http://www.ups.com/ga/CountryRegs?WT.svl=SubNav

http://mbeweb.mbe.com/og/pc/pages/og_pc_intl_ship_ups.aspx


Document Commodities Document commodities are generally paper items, like business correspondence. The documents are usually tax- and duty-free. Always remember that documents are country-specific, and the classification of a document may differ from one country to another. For more details, call the UPS International Customer Service Center at (800) 877-1760 and select option 1, or visit UPS Import/Export. NOTE: UPS Import/Export has a document checklist by country so that you can verify that what you are sending as a document is considered a document commodity in the destination country. Any document being shipped that is not listed in the accepted document checklist for any given country in UPS Import/Export must be treated as a non-document shipment, and you must include one original invoice (with a value) and two copies in the shipment. Also, documents not shipped in a UPS Express® envelope must be treated as a non-document shipment and requires one original invoice (with a value) and two copies, regardless of whether or not the country considers the shipment a document.

Non-document Commodities Non-document commodities are items that the destination country has determined to have economic value. Selling or trading these items could have an impact on the destination country’s local economy. The destination country may charge taxes or duties on these items. All non-document shipments require one original invoice (with a value) and two copies.

International Documentation Helps Every country has different customs regulations. To obtain up-to-date international information, always call the UPS International Customer Service Center at (800) 877-1760 or visit UPS Import/Export. For all international shipments, one document is always required: an International Parcel Shipping Order (IPSO) form for the customer and the center. (NOTE: Do not include the IPSO form with the package documentation.) For all non-document international shipments, three documents are always required:

An IPSO form for the customer and the center (NOTE: Do not include the IPSO form with the package documentation.)

Invoices (one original and two copies to go with the package) detailing the package contents for customs clearance (NOTE: Be sure to include values even if the values are negligible. An invoice without a value is useless from a customs perspective.)

Power of Attorney (POA)

For UPS international shipments with a single commodity valued at over $2,500.00, a Shipper’s Export Declaration (SED) is required. It is also required for certain countries






regardless of value1. If you encounter a shipment that requires the SED and you are not familiar with this document, contact the UPS International Customer Service Center at (800) 877-1760 and select option 1 for assistance. Customers with shipments that require Electronic Export Information (EEI) and that contain commodity line items over $2,500.00 will have to provide either a Data Universal Numbering System (D-U-N-S®) number or an Employer Identification Number (EIN). A Social Security Number (SSN) is not allowed. A passport number will be allowed only for foreign individuals in the United States at the time of purchase of the product being exported. A passport number is not allowed for United States citizens. A D-U-N-S number is available only to business entities and can be obtained by registering with Dun & Bradstreet (D&B®) at www.dnb.com/us. An EIN is available to both businesses and individuals and can be obtained either by calling (800) 829-4933 or by registering with the Internal Revenue Service (IRS) online at http://www.irs.gov/businesses/small/article/0,,id=98350,00.html. The invoice plus any other documentation required by customs must be inserted into the shipping pouch. Because international documentation is reviewed repeatedly en route to its destination, make sure to use the resealable waybill pouch. The domestic pouch is not resealable. If you use a pouch that is not resealable, it will be cut open and retaped repeatedly by customs and UPS, which may cause documents to be lost. Remember to make four copies of the invoice. Insert the original invoice plus two copies into the pouch. Give one copy to the customer and keep one copy for your records. The following table lists common international shipping forms.

Document What Is It? When Is It Needed?

Certificate of Origin Required by some destination countries to provide proof that goods were manufactured in the origin country and, therefore, may qualify for reduction of duty; must be signed by the local Chamber of Commerce

Call UPS or visit UPS Import/Export for specific country or commodity regulations (NOTE: Call UPS for more information.)

Certificate of Origin, NAFTA

A statement of the origin of the manufactured goods

Shipments valued over US $1,000.00 going to Canada or Mexico that qualify for reduced rates under NAFTA; check the guidelines for the specific carrier (NOTE: Call UPS for more information.)

1 The US Census Bureau requires an SED to be included in shipments to the following countries, regardless of value: Iraq, Libya and Serbia (excluding Kosovo). There are other countries listed, but they are all embargoed. In addition, check with the UPS Import/Export as this information is subject to change.

http://www.dnb.com/us

http://www.irs.gov/businesses/small/article/0,,id=98350,00.html






Document What Is It? When Is It Needed?

International Parcel Shipping Order (IPSO) Form

A legally binding contract detailing delivery, billing and shipment information

With every international shipment (NOTE: Do not include with the documentation that goes with the package.)

Invoice, Canada Customs

Used by the Canadian government for the assessment of duty; similar to a commercial invoice

Optional, although preferred by Canadian customs officials (NOTE: Call UPS for more information.)

Invoice, Commercial and Gift

A document that allows destination customs to determine contents, assess duty, determine origin of goods and track goods entering the county

With every gift and non-document international shipment (NOTE: There can be a limit on the gift shipment. Check the requirements of the destination country.)

Power of Attorney (POA)

A document that allows UPS to act as the forwarding agent

With every non-document shipment; when you are sending documents that require an invoice.

Shipper’s Export Declaration (SED) (non-document shipments)

A document required by the US Census Bureau to identify the nature and value of goods that leave the United States; it tracks United States exports and determines trade numbers and other vital economic statistics

Required when any one commodity in the shipment is valued at more than US $2,500.00; required in some countries regardless of value (NOTE: Call UPS for more information.)

Common Problems UPS Encounters with International Shipments Incomplete or inaccurate documentation may cause delays and possible assessment of incorrect duties and taxes for international shipments. Problem Why Is This Information Needed?

Incorrect or incomplete address for the shipper

UPS and customs need to know the address of the person shipping the item in case there is a problem.

Never use The UPS Store or Mail Boxes Etc. name in the “Ship From” portion of the international label because the package will be delayed.

Incorrect or incomplete address for the consignee (i.e., the recipient)

UPS needs a complete address, including a postal code, to complete the delivery.



Problem Why Is This Information Needed?

Incorrect or missing telephone number for the shipper

If additional information is needed, UPS needs to be able to contact the person shipping the item immediately.

Incorrect or missing telephone number for the consignee

In some countries, UPS must call the customer prior to delivery of the package. If there is a problem with the delivery, then UPS can call and resolve any issues.

Incomplete or inaccurate documentation

Documentation is required in order to clear customs.

Incomplete or inaccurate description of goods on the invoice

No invoice

No value on invoice

The UPS Store or Mail Boxes Etc. name on invoice

Customs uses this information to determine if the item can be accepted in the country and to accurately assess duties, taxes and other fees. Description of goods should always answer the following three questions:

What is it?

What is it made of?

What is it used for?

The more specific the information you provide, the better.

Non-document shipments require one original invoice (with values) and two copies. Documents shipped in anything other than an UPS Express® envelope must be treated as a non-document shipment and will require invoices (one original and two copies) with values.

Ensure that The UPS Store or Mail Boxes Etc. name is not present in the “Ship From” portion of the label.

Incorrect Employer Identification Number (EIN) number on the SED

The US Census Bureau uses this information to identify the person shipping the item and to track what is being exported.

Prohibited or restricted merchandise in the package

Customs requires that the documentation identify all of the contents of the shipment. Every country sets limits and restrictions.

To comply with the Homeland Security Act, UPS must have complete and accurate information on who ships a package and what it contains. Remember that the customer is the shipper, not your center. Customs (not UPS) will not allow any package that reads The UPS Store or Mail Boxes Etc. as the shipper.

“Ship From” Address/Customer Information for All Documents United States citizen: Enter the customer’s name, complete United States address,

including postal codes, and telephone number as the shipper of the item. Do not use


your center name, center number or center address in the “Ship From” portion of the documentation or the CMS.

International tourist: For a customer who is a resident of another country and does not have an address in the United States, use his or her name and the hotel address. If it is not possible to use the hotel address, use your center address. However, do not include your center name or center number in the address.

International customer/mailbox holder in your center: For a customer that is a resident of another country and is a box holder in your center, use your customer’s name, your center address and his or her box number. However, do not include your center name or center number in the address.

Center sending something: If for some reason you believe that your center should be the shipper, then our recommendation is to use the franchisee’s name or the associate’s name along with your center address. However, do not include your center name or center number in the address.

“Ship To” Address/Consignee Information for All Documents Provide the complete name, address, postal code and telephone number for the consignee.

United States (US) to Canada (CA) Documents When shipping internationally, items accepted as “documents” differ from country to country. It is imperative that you verify the country-specific document regulations by contacting the UPS International Customer Service Center at (800) 877-1760 and selecting option 1 or by visiting UPS Import/Export. This will help prevent a delay in shipment. Each document shipment to Canada must be accompanied by a commercial invoice unless it is packed in a UPS Express envelope and is specifically classified as a document on UPS Import/Export. Any document shipment to Canada that is not packed in a UPS Express envelope or is not specifically classified as a document on UPS Import/Export must be accompanied by a commercial invoice with a complete description and value. If an item is classified as a document on UPS Import/Export but is not packed in a UPS Express envelope, you should include the document classification as it appears on UPS Import/Export in the description on the commercial invoice.

UPS International Shipping Policies UPS provides Ground service to only one international destination: Canada. All other international package destinations for UPS are transported by air. Check the list of prohibited articles and service restrictions in the UPS Rate and Service Guide. In addition, each international destination lists additional prohibited articles. To obtain the most up-to-date information, call the UPS International Customer Service Center at (800) 877-1760 and select option 1, or visit UPS Import/Export.










Additional Restrictions For international shipments, there are additional restrictions on jewelry (valued at more than $500.00), prohibited items (depending upon the destination country) and hazardous materials. The US Department of Transportation determines what is hazardous and has classified thousands of items. Do not take a chance. Contact the UPS Hazardous Materials Support Center at (800) 554-9964 with questions regarding hazardous materials. UPS has the right to refuse to ship any product(s) considered dangerous, packages that are improperly or insecurely packaged, or packages that might soil, stain or otherwise damage other packages or equipment.

United States Postal Service® (USPS®) Holiday Dates USPS holiday dates are posted to MBE Web > Operating & Growing Your Business > Operations > Peak Season 2011.


http://mbeweb.mbe.com/pdf/og_op_peak_usps_holidaydates.pdf

Peak Season Quick Start Guide 2011 Chapter 3: Finances and Building Your Business

3 C H A P T E R

Finances and Building Your Business

Financial Tips for the Holidays The Mail Boxes Etc., Inc. (MBE) Operations and Audit Departments offer the following tips for you to use to help cover your assets and reduce potential losses during the holiday season.

Inventory and Pricing Review your financial data from last year’s peak season. Evaluate how your business

compares to the average center in the network. The average percentage of total Sales Subject to Royalty (STR) for the following profit centers are based on royalty data for November and December 2010: Retail shipping supplies: 4.7% Packaging materials: 4.2% Packaging service fees: 3.2% Total: 12.1%

Using last year’s financial data, set specific goals for various areas of your business and then measure the actual performance of your center against these goals.


Chapter 3: Finances and Building Your Business Peak Season Quick Start Guide 2011

Review your variable expenses in last year’s fourth quarter profit and loss statement. You should also review last year’s supply orders and post-peak season inventory to establish order estimates for this peak season. Reviewing these reports may assist you to manage your costs and help prevent over-ordering.

Review all of your retail pricing before the holidays. Look at your latest vendor bills (e.g., packaging and office supply vendors) for possible price increases that could affect your margins. If necessary, revise your Packaging Pricing Worksheet to account for any price increases.

You should ensure that your pricing is in line with your goals and profit objectives. Maximize gross profit dollars during the holiday season by utilizing optimal pricing as recommended by the Profit Action Committee (PACE). For additional information regarding PACE, refer either to the PACE Business Management Handbook, The UPS Store® Edition, or the PACE Business Management Handbook, Mail Boxes Etc.® Edition.

Shipping supplies are a lucrative profit center. Our centers are perceived to be the experts on shipping. Price your shipping supplies accordingly!

To help make sure that your associates charge the correct prices for your center’s products and services throughout the holiday season, update all Stock Keeping Units (SKU) in the Point of Sale/Counter Manifest System (POS/CMS).

Transaction Checks and Balances Make sure your associates know the correct procedures for packaging services

pricing. Spot check the PSO forms for the day to make sure that your customers are being charged the proper amounts. Print a profit and loss analysis report from the CMS when you print your UPS manifest to make sure your profit margins are in line.

Compare the number of packages listed on the Parcel Shipping Order (PSO) forms for the day to the number of parcels shipped per the CMS and entered into the POS system. Verify the declared value from the PSO forms with the CMS report. This reconciliation process will help you ensure that all cash sales for shipments end up in the cash drawer.

Reconcile your UPS® bill weekly. Do not wait until after the holidays. It will be too late!

You most likely will have a significant quantity of stamps on hand during the holiday season. Start each day with a set number of books and reconcile that inventory against sales on a daily basis.

Complete a Stamp and Metered Mail Inventory Worksheet at least once per week if your stamp and metered mail volume exceeds $1,000.00 weekly. Make sure the profit margins for the week are what they should be.


http://mbeweb.mbe.com/co/documents/packagingpricingworksheet.xls

http://mbeweb.mbe.com/pbmh_tupss/pbmh_tupss.pdf




http://mbeweb.mbe.com/pbmh_mbe/pbmh_mbe.pdf




Peak Season Quick Start Guide 2011 Chapter 3: Finances and Building Your Business

Because MBE does not allow franchisees to exclude from royalties the value of products or services donated to charitable organizations or exchanged for other products or services, MBE recommends that franchisees establish house accounts to record these types of transactions for royalty reporting purposes. By doing so, the POS/CMS cash drawer will not be impacted when franchisees record these transactions. Additionally, establishing and using house accounts will enable the POS/CMS to track the value of these transactions and consolidate them in QuickBooks®. Franchisees can then use this information at year-end (or another accounting period) to prepare the journal entries necessary to record charitable expenses and to clear receivable balances that have accumulated in the house accounts. This practice may also assist franchisees to prepare income tax returns for their centers.

Cash Handling and Deposits Allow only your regular associates to enter sales or make changes in the POS/CMS.

You should have separate associate ID numbers for each associate. Do not allow your seasonal associates to use the POS/CMS.

Voids, cancels and refunds are common means of internal theft. Authorize one lead associate to perform voids, cancels and refunds in the POS/CMS. Have the associate sign the receipt tape with an explanation and place all receipts in the cash drawer. Review the number and dollar amount of voids, cancels and refunds on the daily Z-tape. Match the slips in the drawer with the Z-tape and verify that these transactions are valid.

Never accept two-party checks no matter how much identification is provided. Never accept checks that have a Post Office (PO) Box for the customer’s address unless you can secure a street address, telephone number and driver’s license number.

Set Cash Drop on the POS/CMS to alert when excess cash is in the drawer. Remove excess currency and checks from the POS/CMS as needed to prevent losses from theft, pilferage or robbery. Count the cash and checks and fill out the deposit slip in the back office area, out of sight from customers.

Make bank deposits as needed throughout the day at different times each day. Be sure to include these deposits in your cash count figure on your Daily Cash Report for the day.

Streamline your closing procedures. Start your close about a half hour to an hour before you actually close. Pull all the checks and credit card vouchers and most of the cash from the POS/CMS, leaving just enough money to make change for the last half hour.

Credit Card Processing Verify that the customer’s credit card has not expired.

Check the customer’s signature on the credit card against the customer’s ID.


Chapter 3: Finances and Building Your Business Peak Season Quick Start Guide 2011


Swipe the credit card through the credit card swipe on the POS/CMS monitor or the electronic PIN pad.

If the terminal does not read the credit card, make sure to get a manual imprint of the card.

The imprint must be clear and legible.

Obtain the customer’s signature and verify that it matches the signature on the credit card.

Write the authorization code and the purchase amount on the credit card slip.

Ensure that the credit card customer does not leave your center until the credit card authorization process has been completed.

You may set a minimum of $10.00 or less for credit card purchases.

When handling credit card transactions over the telephone or by e-mail, refer to the card-not-present (CNP) transaction guidelines located in the Chase Paymentech Tips on Preventing Credit Card Fraud located on MBE Web.

For additional information regarding credit card processing, refer to the Chase Paymentech Merchant Application and Agreement located on MBE Web.

Security Tips Because security issues vary throughout the country—and even within the same region or city—there are no set security procedures that are appropriate for every center. Franchisees are responsible for choosing and implementing security procedures for their individual centers. For more information regarding suggested security procedures, refer to the Center Security section of the Center Operations Manual located on MBE Web.

http://mbeweb.mbe.com/og/Documents/cc_fraud_tips.pdf


http://mbeweb.mbe.com/pdf/fb_paymentechmerchapp.pdf


http://mbeweb.mbe.com/com/com_centersecurity.pdf


Peak Season Quick Start Guide 2011 Chapter 4: Customer Service

4 C H A P T E R

Customer Service

Telephone Etiquette

Telephone Greetings Use your choice of the following telephone greetings throughout the holiday season to tell customers how you can help simplify their lives during—and after—the holidays. Make sure to answer your telephone in a friendly manner, no matter how hectic it gets in your center. Keep a smile in your voice.

Holiday Telephone Greetings for The UPS Store® “Thank you for calling The UPS Store. Ask me about our Pack & Ship Promise. This is [name]. How may I help you?” “Thank you for calling The UPS Store. Looking for an easier way to ship during the holidays? Let our experts pack and ship it. This is [name]. How may I help you?”


Chapter 4: Customer Service Peak Season Quick Start Guide 2011

“Thank you for calling The UPS Store. Our certified packing experts can help you easily ship your holiday returns. This is [name]. How may I help you?” “Thank you for calling The UPS Store. Let us ship your luggage ahead of time so you can enjoy your holiday. This is [name]. How may I help you?”

Holiday Telephone Greeting for Mail Boxes Etc.® “Thank you for calling Mail Boxes Etc., your one-stop gift-shipping source this holiday season. This is [name]. How may I help you?” “Thank you for calling Mail Boxes Etc., where we save you time by packing and shipping your holiday gifts with care. This is [name]. How may I help you?” “Thank you for calling Mail Boxes Etc., where we pack and ship your holiday gifts to arrive in time. This is [name]. How may I help you?”

On-hold Messages Use your choice of the following on-hold messages throughout the holiday season. Let your customers know you can help them with their holiday shipping and handle any necessary returns once all the gifts are opened.

Holiday On-hold Messages for The UPS Store “Thank you for calling The UPS Store. Concerned your special gifts won’t make it to their destinations in one piece? Ask about our Pack & Ship Promise. Your gift will get there safe and sound or we’ll reimburse you for your item’s value. Subject to certain restrictions.” “Thank you for calling The UPS Store. Want to enjoy your holiday travel? Let us ship your luggage ahead of time. We’ll ship it directly to your destination. Plus, we provide reliable UPS® package tracking so you’ll know when your luggage arrives. At The UPS Store we’re all about taking the stress out of the holiday season.” “Thank you for calling The UPS Store. For a truly wondrous holiday, leave the packing and shipping to us. Our certified packing experts will pack and ship your gift with special care so you can rest assured that recipients will be delighted when they open their gifts.” “Thank you for calling The UPS Store. Avoid the hustle and bustle of sending holiday gifts. You’ve done the shopping; why not let our certified packing experts do the shipping? They can pack one-of-a-kind, fragile or odd-sized items to arrive on time and intact. It’s our gift to you. For expert packing and shipping during the holidays—or any day—depend on The UPS Store.” “Happy holidays! Thank you for calling The UPS Store. Sending fragile or odd-sized gifts during the holidays? Let our certified packing experts get them to loved ones on time and intact. We have a wide range of shipping options so, large or small, around the



corner or around the world, we can get even the most delicate items there safely. And you? You don’t have to worry about a thing.” “Thank you for calling The UPS Store. The holidays have ended, but your list of things to do keeps growing. Fortunately, you can rely on our certified packing experts to pack and ship your holiday returns quickly. Now you have one less thing to worry about.”

Holiday On-hold Messages for Mail Boxes Etc. “We can’t add hours to the day, but at Mail Boxes Etc., we can deliver the next best thing for busy holiday shoppers. By packing and shipping your holiday gifts to arrive on time, we can lighten your load this season. Ask one of our associates for details or stop by one of our convenient locations.” (Pause) “Again, thank you for waiting. We appreciate your call and look forward to serving you shortly. Happy holidays!” (Pause) “Thank you for your patience; someone will be able to assist you in a moment.” (Pause) “You’ve shopped ‘til you’ve dropped; you’ve rushed and you’ve hurried; you’ve bounded from store to store, fretted and worried. And now that you’ve chased down those gifts, here’s a tip: leave them to us to pack and ship.” (Pause) “Mail Boxes Etc. can pack and ship all of your holiday gifts to arrive on time. Ask one of our associates for details. Again, thank you for waiting. We appreciate your call and look forward to serving you shortly.”

E-mail Etiquette

Automatic E-mail Responses Automatic e-mail responses are a great way to let your customers know that you have received and will read their messages. Use your center URL in your automatic e-mail response to allow customers to access critical information about your center, such as extended holiday business hours and how to estimate shipping costs online. Although graphics are attractive, it is not recommended to include them in your automatic e-mail responses. The use of graphics creates files that may be too large for the recipients’ inboxes to handle.



The following are recommended automatic e-mail responses. Other suggestions are available on MBE Web.

Automatic Response E-mail Examples for The UPS Store “You have reached The UPS Store at [street address] in [city]. We have received your e-mail and will respond as soon as possible. Thank you.” “Thank you for e-mailing The UPS Store, located at [street address]. Your message is important to us, and we will reply as soon as possible. Our hours are [sample hours: Monday to Friday, 8:00 a.m. to 6:00 p.m., Saturday, 9:00 a.m. to 5:00 p.m., and Sunday, 10:00 a.m. to 4:00 p.m.].” “Thank you for contacting The UPS Store. We will reply to your message promptly. If you need immediate assistance, please call us at [telephone number]. Visit us online at www.theupsstore.com/[4-digit center number].htm.”

Automatic Response E-mail Examples for Mail Boxes Etc. “You have reached Mail Boxes Etc. in [city]. We have received your e-mail and will respond as soon as possible. Thank you.” “Thank you for e-mailing Mail Boxes Etc. Your message is important to us, and we will be sure to reply as soon as possible. Our hours are [sample hours: Monday to Friday, 8:00 a.m. to 6:00 p.m., Saturday, 9:00 a.m. to 5:00 p.m., and Sunday, 10:00 a.m. to 4:00 p.m.].” “Thank you for contacting Mail Boxes Etc. We will reply to your message promptly. If you need immediate assistance, please call us at [telephone number]. Visit us online at www.mbe.com/usa/mbe[4-digit center number].htm.”

E-mail and Voicemail Be sure to check your e-mail and voicemail throughout the day. There may be times when a customer e-mails you for information regarding your services and you do not want to miss the opportunity for the customer to come and do business in your center. Update your voicemail with a holiday greeting and include your extended holiday hours.

Taking Care of the “Regulars” While it is important to provide the highest levels of customer service to your seasonal customers, it is even more important to pay special attention to your regular “bread and butter” customers. A few simple techniques will go a long way toward providing the world-class customer service your regular customers have come to expect and appreciate.

In early- to mid-November, send the Last Days to Ship Flyer to all your regular customers (especially house account customers) and put a flyer in each mailbox



announcing your expanded holiday hours and specifying the last day to ship packages via UPS for delivery by Christmas according to the UPS Peak Season Time-in-Transit Table. On these flyers, and in person, suggest that regular customers come in during off-hours when you are not so busy. The Last Days to Ship Flyer is located in the Marketing Help Center (MHC).

Promote your online printing services to your house account customers. Online printing services allow your customers to submit their print jobs to your center anytime from anywhere. Marketing materials for online printing services are available in the MHC.

To provide world-class customer service, post a well-trained associate near the front door to greet customers, identify their needs and direct them to the appropriate station to meet those needs. Most franchisees will need to set up a dedicated packaging station in addition to their front service counter station. The associate working the front service counter station should watch for regular customers and frequently announce, “If you need something besides holiday packing, please come over to this line.” This will help to minimize aggravation for your customers. Be prepared for long lines of customers. Do your best to continue to provide the highest level of customer service while attempting to process your customers’ needs quickly!

During the holidays, suggest that your regular customers come in later in the evening or on Sunday, particularly if they have large copy or faxing jobs that require more of your attention. Customers will appreciate the advanced notice, and many will come in during slower hours because they know they will get the attention they deserve.

Always have the manager or an experienced associate handle the front service counter station. You need somebody who knows the customer base, is experienced with the other products and services, and can give the level of service your regular customers have come to expect.

Delighting Your Customers with Station-to-station Service

It would be nice if every customer who left your center thought, “Wow! What a great place!” It would be even better if each customer told all of his or her friends about the delightful experience he or she had at your center. Many franchisees use station-to-station service to speed customer flow and bring smiles to the faces of their holiday customers.




Holiday Staffing Stations The following is a general guideline. Each associate may be assigned a different station at any time and must be aware of what needs to be done and be able to assist whenever possible.

The goal is to help customers as quickly and efficiently as possible. Be aware. Be flexible. Be helpful. Have fun.

Set up your center so that such areas as retail and pre-packing are easily identified by some landmark.

If you need to hire extra help, ask your associates for recommendations for part-time help during the holidays. Ads in local newspapers, church bulletins, senior job banks and college bulletin boards are effective. Although they are generally more expensive, temporary employment agencies can help in a pinch.

Designate an experienced associate to handle customer calls for undelivered packages and Loss and Damage Inquiries (LDI).

Make sure all associates wear approved logo uniform apparel with name badges.

Greeter The greeter must be an associate with exceptional customer service skills and knowledge of domestic and international shipping, freight services, ARS/BIN and packaging, and who has completed all of the required Web-based Training (WBT) modules. The job of the greeter is to welcome customers, determine their needs and direct them to the specifically designated areas in your center to meet those needs. Customer Type Suggested Actions

Shipping customers Ask if they need assistance with additional packages. If so, utilize the package cart/dolly and assist them to their car.

Give them a pen and a Parcel Shipping Order (PSO) form or International Parcel Shipping Order (IPSO) form on a clipboard with instructions on how to complete it and direct them to the front service counter station.

Packaging customers Same as shipping customers, except direct them to the packaging station.

Use the Packaging Pricing Worksheet.

Providing your holiday customers with a positive experience—so they want to return to your center throughout the year—is one of the most important goals to achieve during the holiday season.





Customer Type Suggested Actions

Complete the PSO/IPSO form, including the “Ship From” and “Ship To” names and circle A, B or C.

Place customers’ packages in a transport box and tape the Packaging Pricing Worksheet to the outside of the transport box.

Place the transport box in the packaging area in the order in which they are to be packed.

Drop-off customers Give them a general services brochure with a TeamWork coupon book.

Remind them that they can purchase their packaging supplies from your center.

Ask if they need supplies today.

Direct them to the front service counter station for their drop-off receipt, if needed.

Corporate Retail Solutions (CRS) Program customers

Give them a general services brochure and coupon book and direct them to the front service counter station.

Print/copy customers Provide assistance to start their print and copy jobs. If a customer would like an associate to complete the job, fill out a Doc Pricer Job Ticket. Make sure to ask the customer the date and time by which he or she needs the job completed.

Ask if they have a copy card. If not, explain the program.

Introduce them to the specialty papers available.

Upon completion of their copies, direct them to the front service counter station.

Notary customers Assist them with copies of their documents before notarization. Then direct them to the notary counter and inform the notary on staff.

Current mailbox services customers

Assist them with their excess mail and bring their packages to them.

If a package has been received, make sure the package log is signed and ask if they need assistance to their car.

Utilize the package cart/dolly.

New mailbox services customers

Direct them to the front service counter station and introduce them to the available associate who will provide benefits and features of private mailbox services.




Customer Type Suggested Actions

You may give them a general services brochure.

All other services direct to the front service counter. During downtime, greeters should:

Maintain the cleanliness of the customer/lobby area.

Stock the retail area.

Straighten greeting card racks.

Load paper into the multi-function products (MFP).

Empty trash receptacles, etc.

Print more receipt tags and bag stuffers.

As each customer exits the center, say a few kind words of appreciation or thanks. Your comments may be: “We appreciate your business,” “Have a nice day,” or, “Thank you.”

Front Service Counter Station The associate at the front service counter station is responsible for:

Processing shipping transactions, including:

Receiving PSO forms and packages from customers.

Confirming that each PSO form is complete (e.g., contents, declared value and customer’s signature).

Using the information on PSO forms to process packages.

Completing transactions using the Point of Sale/Counter Manifest System (POS/CMS).

Giving the customer the yellow portion of the PSO form along with a product and services brochure and information regarding the center’s current promotions.

Reminding the customer to keep all receipts until he or she is sure the package has arrived safely.

Processing all other transactions using the POS/CMS.

Upselling and cross-selling.

Presenting to the customer a general services brochure along with a handout of current center promotions upon completion of a transaction.

Maintaining clean and organized counter areas.

Changing paper in the printers and credit card machines.

Keeping adequate supplies of coin and currency in the cash drawer throughout the day.


Informing the franchisee or center manager when the cash drawer needs a sweep.

Restocking retail item displays at the front counter areas as well as retail inventory.

Performing other tasks, including sending faxes, selling postage stamps and processing metered mail.

Packaging Station Associates at the packaging station must complete the packaging tutorials, view the packaging video and have a complete understanding of the proper packaging techniques (e.g., single-wall versus double-wall corrugate and burst strength). These associates also are responsible for:

Receiving PSO forms and packages from the front service counter station.

Packaging items in order of receipt.

Placing a card in the box that tells the recipient how many items are in the box. For example, “This box contains four items.”

Attaching the Packaging Pricing Worksheet to each package marked A, B or C.

Writing or placing barcodes for materials and services on each slip.

Giving back the package to the associate at the front service counter station for completion of the transaction.

Cleaning the packaging area whenever possible.

Restocking the packaging area as time permits.

Taking daily inventory at noon and at the end of day to inform the franchisee or center manager of items needed for reorder.

Selecting the second tab of the Packaging Pricing Worksheet. (NOTE: The prices shown are the default prices. Input your figures as described in the instructions. The formulas in the spreadsheet will calculate the rest of the figures for you.)

Printing out copies of the Packaging Pricing Worksheet for your associates to use as a guide.

The pricing in the worksheet is based on basic packaging materials (e.g., corrugate boxes, peanuts and bubble cushioning) and does not include additional cushioning or stabilizing materials, such as foam planks, corner blocks and glass mask. You must add your retail price for these additional packaging materials to the pricing in the Packaging Pricing Worksheet.

Emergency Business Procedures In the event that emergency conditions arise during peak season, you will still be able to perform basic business functions if you follow these recommendations:

Develop a counter book containing current carrier information, including: domestic and international shipping rates and fuel surcharges. Make sure you have current



http://mbeweb.mbe.com/xls/packagingpricingworksheet.xls





service guides and zone charts available for all carriers. For United States Postal Service® (USPS®) rates, print the USPS Price List (Notice 123). For other carrier rates, print the Rate Table Listing report for each carrier from the CMS according to the following instructions:

1. Select the Rate Table Listing option from the Reports drop-down menu.

2. On the Rate Table Listing screen, perform the following steps:

a. Select the desired carrier from the Carrier drop-down list.

b. Select the type of shipment, service, rate type and cost or retail from the corresponding drop-down lists.

c. Check the Include Fuel Surcharge checkbox.

d. Click the View button.

e. Print the report.

Review CMS Offline Processing on a monthly basis to ensure that current rates are available in case you cannot access the Internet. To review CMS Offline Processing, perform the following steps:

1. Enter your username and password on the Logon screen.

2. Select Log On Offline from the Action drop-down list.

3. Click the Log On button.

The CMS will then operate offline until it detects an Internet connection. If the CMS detects an Internet connection, you will have the option to continue working offline or return to the online mode.

Make sure you have the following equipment available: flashlights; a back-up telephone that does not require an electrical plug (e.g., a mobile phone); tape measures; a manual scale; battery operated calculators; a manual credit card swipe; and keys to the cash drawer. You may want to consider renting or purchasing a generator.

Maintain an adequate supply of the following items: notepads and receipt paper; blank waybills and pre-printed air bills; UPS labels (e.g., heavyweight labels and Saturday Delivery labels); and international documents (e.g., International Parcel Shipping Order [IPSO] forms; customs forms; standard and NAFTA certificates of origin; commercial invoices; Canada Customs Invoices; Gift Power of Attorney [POA] forms and Shipper’s Export Declaration [SED] forms for non-document shipments).

In the case of a power outage, process packages manually. Manually determine the price for services and supplies and record these charges on a PSO form. If a customer is having his or her items packed, add the applicable charges to the PSO form as well. The following forms can be used to make sure all supplies are accounted for and processed:



Name __________________________________________ PSO #__________

Box Size __________ $__________

Peanuts $__________

Bubble __________ yds.@$_____.___/yd. $__________

Total Packaging Materials $__________

Packing Service $__________

Item Weight __________

Box Weight* __________

Total Weight __________

* Add extra for bubble cushioning, extra cardboard, etc. Check for oversize.

Packaging Summary

Packaging Materials Price

Outside Box Size _________________________ $__________

Inner Box _________________________ $__________

Other _________________________ $__________

Packing Service Price

Standard Fragile Custom

__________ __________ __________ $__________

If the POS/CMS is inoperable, call the applicable credit card vendor for all credit card authorizations. The current telephone numbers for these vendors are as follows:

Visa®/MasterCard®: (800) 555-5707

American Express®: (800) 528-2121

Novus/Discover®: (800) 347-1111

Diners Club®: (800) 321-4009

JCB: (800) 321-4009



Corporate Retail Solutions (CRS) Program The Corporate Retail Solutions (CRS) Program (also known as the Corporate Accounts Program) continues to drive new revenue opportunities to the franchise network. In order to make the most of these revenue opportunities during the holidays, keep the following tips in mind:

Be diligent to provide world-class customer service to each CRS Program customer. By doing so, you may turn a one-time visitor into a loyal, lifelong customer.

Train all of your associates to process AAA Virtual Card transactions. Your center will receive 2.5% of the total shipping amount for each AAA Virtual Card transaction you and your associates perform correctly.

Train all of your associates to process Apple® transactions. Make sure you have the appropriate packaging materials available in your center prior to peak season.

Train all of your associates to process AT&T U-verse® transactions. Verify that your associates know the proper way to pack AT&T U-verse products.

Prior to peak season, make sure to train your associates to use the Send to CMS function in the Corporate Accounts Management System (CAMS). Doing so will make CRS Program transactions quicker and easier for you and your customers. For instructions, refer to the Send to CMS Functionality Guide on MBE Web.

Train your associates to verify that each customer requesting a CRS Program discount is actually a CRS Program customer. If a customer does not present a The UPS Store Corporate Card or ValueCardTM, the associate can identify the specific customer program in either the Work Order or Virtual Card section of the POS/CMS or refer to the Corporate Retail Solutions Customer List on the Corporate Accounts page of MBE Web.

If a CRS Program customer arrives at your center ready to complete a transaction, immediately access the customer’s electronic work order and enter the transaction into the POS/CMS. If you or your associates need assistance completing an electronic work order, call (800) 546-8008.

Ship all CRS Program packages you receive with the next shipment that leaves your center. Not only are you required to do so, but also your customers depend on you to ship their packages promptly.

Make sure that each customer leaves your center knowing that you appreciate his or her business and that you want him or her to come back.

You will receive payment for each month’s CRS Program transactions on your Program Revenue Payment (PRP) during the following month depending on the transaction. (NOTE: Some transactions require the customer to pay at the time of the transaction.) In order to ensure prompt payment, enter each transaction into the POS/CMS on the same day that the transaction occurs. In addition, transmit transaction data to the Home Office via File Transfer Protocol (FTP) services at the end of each business day. If you fail to transmit your transaction data, you will not get paid for these transactions because the Home Office will not know you have performed them.


http://mbeweb.mbe.com/te/Documents/poscms/te_pos_crs_ewo.pdf

http://mbeweb.mbe.com/pdf/pr_ca_caclientlist.pdf

http://mbeweb.mbe.com/pr/pages/pr_ca_home.aspx



To make sure you are transmitting transaction data properly, access CAMS on a regular basis. It is recommended that you make this part of your daily center opening procedures. For instructions on how to access CAMS, see the CAMS User Guide. If you need help transmitting transaction data, contact your area franchisee or Technical Operations Support at (800) 546-8008.


http://mbeweb.mbe.com/te/documents/te_cams_userguide.pdf

Peak Season Quick Start Guide 2011 Conclusion

c C O N C L U S I O N

Conclusion The best way to survive the holiday season as a The UPS Store® or Mail Boxes Etc.® center is to be prepared. Read through this peak season guide several times, staff properly, train your associates well, develop a marketing strategy, purchase anticipated supplies and plan your customer flow, and you will be able to smile all the way through the holidays.

Resources and Tools Addendum A to the UPS® Agreement for Approved Wine Shippers

Approved Vendor List

Center Security section of the Center Operations Manual

Chase Paymentech Merchant Application and Agreement

Chase Paymentech Tips on Preventing Credit Card Fraud

Color Calendar Information and Templates page of MBE Web

Corporate Accounts Management System (CAMS) User Guide

Corporate Accounts page of MBE Web

Corporate Retail Solutions (CRS) Customer List





http://mbeweb.mbe.com/pdf/fb_approvedvendorlist.pdf

http://mbeweb.mbe.com/com/com_centersecurity.pdf




http://mbeweb.mbe.com/og/pc/pages/og_pc_colorcal.aspx

http://mbeweb.mbe.com/te/documents/te_cams_userguide.pdf


http://mbeweb.mbe.com/pdf/pr_ca_caclientlist.pdf

Conclusion Peak Season Quick Start Guide 2011

Doc Pricer Job Ticket

Forms page of MBE Web

Franchisee Social Media Policy

International Shipping with UPS page of MBE Web

Learning Center

“Less Paper” PSO Form, One Up, Mail Boxes Etc.

“Less Paper” PSO Form, One Up, The UPS Store

“Less Paper” PSO Form, Two Up, Mail Boxes Etc.

“Less Paper” PSO Form, Two Up, The UPS Store

Mailbox Service Agreements: Letter Size Legal Size

Marketing Help Center (MHC)

Mini Pak’r® Film Applications Chart

Mini Pak’r Training Video

Motivating Your Associates Training page of MBE Web

Operations page of MBE Web

Pack & Ship Promise page of MBE Web

Pack and Ship Skill Builder

Packaging and Shipping Services section of the Center Operations Manual

Packaging Pricing Worksheet

Peak Planning Discussion Checklist

Peak Season 2011 page of MBE Web

Profit Action Committee (PACE) Business Management Handbook, Mail Boxes Etc. Edition

Profit Action Committee (PACE) Business Management Handbook, The UPS Store Edition

PS Form 1583, Application for Delivery of Mail through Agent

Public Relations Tools (Mail Boxes Etc.) page of MBE Web

Public Relations Tools (The UPS Store) page of MBE Web

Quick Reference Guides: CMS Mailbox Manager (MBM) Mini Pak’r Films Packaging Techniques POS/CMS

Send to CMS Functionality Guide



http://mbeweb.mbe.com/fb/Pages/fb_fm_home.aspx

http://mbeweb.mbe.com/fb/pr/Documents/fb_bt_pr_Social_Media_policy.pdf

http://mbeweb.mbe.com/og/pc/pages/og_pc_intl_ship_ups.aspx

http://learningcenter.mbe.com/

http://mbeweb.mbe.com/fb/documents/fb_parcel_one_mbe.pdf

http://mbeweb.mbe.com/fb/documents/fb_parcel_one_tupss.pdf

http://mbeweb.mbe.com/fb/documents/fb_parcel_two_mbe.pdf

http://mbeweb.mbe.com/fb/documents/fb_parcel_two_tupss.pdf

http://mbeweb.mbe.com/doc/fb_mailboxservagr.doc

http://mbeweb.mbe.com/doc/fb_mailboxservagrlegal.doc


http://mbeweb.mbe.com/og/Documents/og_pc_minipakr_uses.pdf



http://mbeweb.mbe.com/og/pc/Pages/og_pc_minipakr_training.aspx

http://mbeweb.mbe.com/le/pages/le_motivate.aspx

http://mbeweb.mbe.com/og/op/Pages/og_op_home.aspx

http://mbeweb.mbe.com/og/pc/pages/og_pc_home_wpi.aspx

http://mbeweb.mbe.com/le/pages/le_sb_ps.aspx

http://mbeweb.mbe.com/com/com_packship.pdf



http://mbeweb.mbe.com/pdf/center_visit_checklist.pdf

http://mbeweb.mbe.com/og/op/Pages/og_op_peak.aspx





http://mbeweb.mbe.com/pdf/fb_psform1583.pdf

http://mbeweb.mbe.com/fb/pr/pages/fb_bt_pr_mbe.aspx

http://mbeweb.mbe.com/fb/pr/pages/fb_bt_pr_ups.aspx

http://mbeweb.mbe.com/le/pages/le_qr_cms.aspx

http://mbeweb.mbe.com/le/pages/le_mbm5_qrgs.aspx

http://mbeweb.mbe.com/og/Documents/og_pc_minipkr_qrg.pdf


http://mbeweb.mbe.com/le/pages/le_qr_poscms.aspx

http://mbeweb.mbe.com/te/Documents/poscms/te_pos_crs_ewo.pdf

Peak Season Quick Start Guide 2011 Conclusion

Shipping Price Quote Sheet

Supply & Equipment Ordering System

Temporary Kiosk Request Form

TotalShipping® Quoting Tool

Toys for Tots Literacy Program (Mail Boxes Etc.) page of MBE Web

Toys for Tots Literacy Program (The UPS Store) page of MBE Web

UPS 2011 Year-end Holiday Schedule

UPS Enhanced Guaranteed Service Refund (EGSR) page of MBE Web

UPS Import/Export

UPS Peak Season Time-in-Transit Table

UPS Time-in-Transit Map

United States Postal Service® (USPS®) Holiday Dates

USPS Price List (Notice 123)

Wine Shipping Addendum to The UPS Store Franchisee UPS Contract Carrier Agreement

Web Sites of Interest http://mbeweb.mbe.com/Pages/main.aspx (MBE Web)

http://www.irs.gov/businesses/small/article/0,,id=98350,00.html (to obtain an Employer Information Number [EIN])

http://www.upscapital.com/solutions/cdv (UPS Customized Declared Value [CDV])

www.dnb.com/us (to obtain a Data Universal Numbering System [D-U-N-S®] number)

www.mbe.com

www.PODS.com/MBE

www.theupsstore.com

www.ups.com

www.usps.com


http://mbeweb.mbe.com/og/pc/pages/og_pc_ship_quote.aspx

https://opis.mbe.com/

http://mbeweb.mbe.com/pdf/fb_tempkioskreq.pdf




http://mbeweb.mbe.com/fb/pr/pages/fb_bt_pr_tftlp_mbe.aspx

http://mbeweb.mbe.com/fb/pr/pages/fb_bt_pr_tftlp.aspx


http://mbeweb.mbe.com/fb/Pages/fb_bt_gsr.aspx


http://mbeweb.mbe.com/pdf/psg_transit_table.pdf

http://www.ups.com/maps






http://pe.usps.com/cpim/ftp/manuals/DMM300/Notice123.pdf



http://mbeweb.mbe.com/Pages/main.aspx

http://www.irs.gov/businesses/small/article/0,,id=98350,00.html

http://www.upscapital.com/solutions/cdv

http://www.dnb.com/us

http://www.mbe.com/

http://www.pods.com/MBE

http://www.theupsstore.com/

http://www.ups.com/

http://www.usps.gov/

Conclusion Peak Season Quick Start Guide 2011


Vendor Contact Information For a complete list of MBE-approved vendors, see the Approved Vendor List on MBE Web.

Apparel for Mail Boxes Etc. Centers Cintas

Telephone: (800) 864-3676 Fax: (800) 864-3888 Web site: www.uty.com

Logos Etc. Telephone: (800) 638-1797 Fax: (949) 581-9302 Web site: www.logosetc.com

Apparel for The UPS Store Centers Logos Etc.

Telephone: (800) 638-1797 Fax: (949) 581-9302 Web site: www.logosetc.com

The Graphic Edge Telephone: (770) 888-1525 Web site:

Retail Items E-filliate, Inc.

Telephone: (888) 877-5040 Web site: https://www.efilliate.com/retail-items-program/sign-in

Wellspring® Telephone: (888) 533-3561 Web site: https://www.wellspringgift.com/retailitemsprogram

http://mbeweb.mbe.com/pdf/fb_approvedvendorlist.pdf

http://www.uty.com/

http://www.logosetc.com/

http://www.logosetc.com/

https://www.efilliate.com/retail-items-program/sign-in

https://www.wellspringgift.com/retailitemsprogram