cctp

Cashier Training Packet (CCTP)

CCTP - 001 Table of Contents CCTP - 100 Using this guide CCTP - 101 Cashier trainer CCTP - 102 Training tips CCTP - 200 New cashier orientation CCTP - 300 Getting started CCTP - 400 Register training CCTP - 500 TOOLBOX

CCTP - 501 - Risk Management & Loss Prevention Procedures CCTP - 502 - EAS & People Greeter Procedures CCTP - 503 - Job Aids CCTP - 504 - Training Materials CCTP - 504a - Training Plan CCTP - 504b - Bad Cheques CCTP - 504c - Good Cheques CCTP - 504d - Flat Bed Test

Last Updated: May 9, 2003

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

CASHIER TRAINING PACKET Table of Contents

100 – INTRODUCTION

OVERVIEWCASHIER TRAINER

TRAINING TIPS

200 – ORIENTATIONOVERVIEW

ORIENTATION

CASHIER SWAS

SWAS MEETING

CASHIER CORNER

FOUR STAR CASHIER PROGRAM

CASHIER PERFORMANCE

ITEM PER HOUR (IHP)

300 - ON THE JOB TRAINING

CUSTOMER SERVICENEXT IN LINE POLICY

FRONT-END TRAININGRISK MANAGEMENT

LOSS PREVENTIONZONING

REGISTER MAINTENANCEPA SYSTEM

POLICIESFORMS

TRAINING PREPARATION

400 - TRANSACTIONS

CASH TENDER

CREDIT CARD – DEBIT

TRAVERLER’S CHEQUE – CHEQUE

WAL-MART DISCOUNT CARD

PRICE OVERRIDES

SCANNING CREDIBILITY PROGRAM

NOF / ITEM NOT FOUND

COUPONS

VOID – ERROR CORRECT

LAYAWAY PAYMENTS

Table of Contents CASHIER TRAINING PACKET

500 -TOOL BOX

501 – RISK MANAGEMENT & LOSS PREVENTIONEMERGENCY CODES & PROCEDURES

LISA

BOB

SECURITY TAPE

INTEGRITY

CASH PULLS

PINK SLIPS

502 – PEOPLE GREETERRETURNS & EXCHANGES

INCOMING PARCELS

OUTGOING PARCELS

EAS SYSTEM

RESPONDING TO THE ALARM

EAS ALARM SCENARIOS

EAS ACTIVITY LOG

503 – REGISTER TRAINING

BAGGING

RECEIPT CODES

REASON CODES

CREDIT CARDS

DEALING WITH CUSTOMERS

504 – TRAINING MATERIALSBARCODES

CSC CARD

CHEQUES

COUPONS

TRAINING PLAN

INTRODUCTION CCTP-100Canadian Cashier Training

Packet

Training & Development Dept. 2003 Page 1 of 1

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

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

KEY POINTS • This packet includes a new training card that perform the followingfunctions:Credit cardDiscount cardGift Card

• The packet includes also cheques, coupons, training barcodes fortraining purposes and a list of training materials needed to trainCashiers.

• All transactions have been updated to current register operations.• Helpful information about company policies, orientation, customer

service, risk management and loss prevention procedures arereinforced throughout the packet.

• This packet includes a People Greeter training guide.• The New Cashier Training Packet is in a spiral notebook with a

pocket to hold additional supplies needed to train Cashiers

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

NOTES:1. This guide should be used every time a cashier training is delivered.2. As of the fall of 2002, the Front-end guide as well as all Canadian

Wal-Mart store guides will be posted on PIPELINE. We do notrecommend or encourage any store to print off a completed copy ofthese guides, but to utilise them as they appear on PIPELINE.

CASHIER TRAINER CCTP-101

Page 1 of 1 2003 Training & Development Dept.

CASHIERTRAINER

It is not necessary for the Customer Service Manager (CSM) tofacilitate every register training. This allows flexibility in scheduling anadequate number of register training each week. Cashier Trainershould be encouraged to facilitate the new cashier training processwhenever possible.

In a sponsorship, established key associates are assigned to newassociates to answer any new questions and help them feel comfortablein their new position. The Cashier Trainer plays an important role in thenew cashier training process. A Cashier Trainer helps teach anddevelop the new associate in:

• Wal-Mart policies and procedures• Wal-Mart Culture• Specific job training

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

• Demonstration of our company beliefs.• Policies conformity.• Front-end standards familiarity.• Transaction procedures expertise.• Register operations experience.• Security awareness.• Loss Prevention attentiveness.• EAS system understanding.• Communication skills.• Instructor competence.• Organising ability• A positive, enthusiastic, cheerful and helpful attitude that embodies

the Wal-Mart family spirit.

Cashier Trainer Tip #1• Make it fun!• Establish a good rapport with your new

cashier right from the start. Onceestablished, things can only get better.Fail to do so, and things will get worse.

• Show them you are there to help them,not make their life more tiresome.

Cashier Trainer Tip #2• Explain the “whole picture”.Help the new cashier understand whathis/her role is and what impact it has onothers.• Aggressive hospitality has an impact on

customers. Explain how.• EAS deactivation has an impact on

customer. Have them experience it. ThePeople Greeter training is the best wayto understand how much EASdeactivation is important.

Cashier Trainer Tip #3• New cashiers need to have the

opportunity to practice what they havelearned immediately.

• To be effective the register training can’tbe done in one day.

• For a successful training you need tofollow these rules:

• Day 1: New associate orientation.• Day 2: CBL and front-end training.• Day 3: CBL and front-end training.• Day 4: CBL, People greeter training and

flat bed test.

Trainers start theprogram with a good

“lid opener”.

Adults learn whenthey feel there is a

need.

Adults learn bydoing.

Cashier Trainer Tip #4• A good trainer asks plenty of questions

in order to help the learners to “reason”their way through an opportunity.

• Caution yourself against simplyproviding all the answers.

• Teach new cashiers to recognize theirresources and discover their own path tothe answer.

Cashier Trainer Tip #5• Enthusiasm is catching! Set the tone! If

you are excited, they will be excited.• Believe in what you are explaining. If

you don’t believe in it, your learners will“see right through you” and will fail tobuy-in to what you are presenting.

• A dull or monotone voice will quicklyturn off your learners. This will causethem to become bored and unconcerned.

Cashier Trainer Tip #6• Never assume the learners understand

what you are talking about.• Check for retention regularly.• Observation – Does the learner look

confused?• Questions – Have a “pop” quiz.• Practice – Can the learner perform the

new task?• Behavior – Is there now a new habit?

Adults learn byanswering relevant

open-ended questions.

Trainers speak withpassion!

Trainers evaluatetheir results

constantly.

Cashier Trainer Tip #7• Where do we want to go? How are we

going to get there? How will my life bechanged for the better once I arrive?These are some of the questions learnerswant to know.

• Develop an anxious desire for the future.Inspire learners to want to arrive at theend result as soon as possible.Recognize milestones and celebrate.

Cashier Trainer Tip #8• Pre-select the location for where the

training will take place.• Know “who” is to be involved ahead of

time.• Has the trainer made an effort to reduce

the number of interruptions that mayoccur? (Hold calls, floor coverage, etc.)

• Has any effort been made to provide“space” for the learning to take place?

Cashier Trainer Tip #9• Learners relate to the expected end

results with “real life stories” thatillustrate key points.

• Speak from your own experience orexperiences you have heard from othercashiers, People greeters, CSM, front –end assistant and customers.

• Let them observe customer’s reactionwhen the People Greeter has to invitethem to come back in the store becausean item hasn’t been deactivatedproperly.

Trainers help inspire avision of what will be

accomplished.

Trainers prepare anappropriate environment

for learning.

Trainers inspireothers with “reallife stories”.

Cashier Trainer Tip #10• Trainers identify those who buy into

new concepts as early as possible.• Get them on your side to help network

new ideas to others.• Use them as a resource.• Look for those who have the ability and

willingness to mentor others.• Support their willingness to help.

Cashier Trainer Tip #11• Always try to find some way to help

learners visualize what you areattempting to share with them.

• They can be as simple as a hands-ondemonstration.

• Refer as much as possible to the toolbox.(CCTP 500). This section includes lotsof useful information.

Cashier Trainer Tip #12• New cashiers need to be encouraged to

do the “right thing” when faced withopposition (and they will be). What aretheir resources?

• Teach them how to handle conflict withcustomers or other people.

• Remind them that the customer isnumber 1 and is always right.

• Learners need to be reminded that theeffort of one person can have a positiveinfluence on others, so set an example.

Trainers look for those“who believe”.

Trainers use VisualAids whenever

possible todemonstrate keyconcepts.

Trainers challengelearners to make a

difference!

Cashier Trainer Tip #13• Don’t get bogged down in pointless

detail.• Does the learner know what they need to

know to do their job? Avoid “what if”questions. These will be answered bydoing the task!

• Does the trainer know the key pointsthat need to be identified. Use the newcashier training guide to keep you ontrack.

• Customer Service, Loss prevention, riskmanagement should be discussed asmuch as possible during the registertraining.

Cashier Trainer Tip #14• Stagger your presentation methods:

One cashier Observe othersBe prepared Role playsAsk questions LectureTell stories DemonstrationUse the guide Self studyUse visual aids Provide Hands-on• Be imaginative!

Cashier Trainer Tip #15• Everyday, find something to celebrate.• Catch new cashiers doing things right!

Praise loudly.• Keep new cashiers up to speed on what

progress is being made.• Recognize any outstanding

opportunities, but remain focused on thegoal.

Trainers should usethe training guideto keep them on

track.

Trainers use avariety of

facilitating methods

Trainers celebratesuccess, and encourageothers to do likewise.

ORIENTATION CCTP-200


OVERVIEW A Customer Service Manager (CSM) or a Cashier Trainer mustwork with the new Cashier when using the Cashier training Packet.

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

ORIENTATION Orientation Sessions are designed to give our new Associates theinformation they need to do their jobs. The Orientation Process alsoallows us to build a relationship with our new Associates and to makethem feel welcome and part of the team.

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

The program is not optional; it is required for Full-time, Peak-time andTemporary Associates. Each new Associate is assigned a Sponsorwho is responsible for:

• Building quality relationships with new Associates and helping thenew Cashier feel like a member of the team.

• Helping the Associates through every step of their Training Plan andensuring that it is followed. When the Cashier has completed theCashier Checklist, the Cashier must return it to the PersonnelManager.

• Ensuring that the new Cashier has all the tools to perform his/herjob.

• Answering any questions about Wal-Mart culture, policies andprocedures.

• Helping Associates to gain skills and understand how to advance inthe Company if that is their goal.

• Showing Associates how their individual jobs affect fellowassociates and the overall Company performance.

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

CCTP-200 ORIENTATION

Training & Development Dept 2003 Page 2 of 9



ScheduleDAY TIME ACTIVITY 4

1 8 hours New Associate Orientation2 5 ½ hours CBL and Register training3 5 ½ hours CBL and Register training4 5 ½ hours CBL, Supervised practice,

People greeter training& Flat bed test

You would be able to determine if more training is required; by conductingan evaluation of the “on the job” performance and the flat bed test results.

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

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



DAY 1:

8 hrs

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

DAY 2:

5 ½ hrs

ON THE JOB TRAINING:New cashiers should not complete more than 3 CBL modules on day 2.Each new cashier should spend the rest of the day with their trainer on the salesfloor processing through their training plan

DAY 3:

5 ½ hrs

ON THE JOB TRAINING:New cashiers should not complete more than 3 CBL modules on day 3.Each new cashier should spend the rest of the day with their trainer on the salesfloor processing through their training plan



DAY 4

5 ½ hrs

SUPERVISED PRACTICE , PEOPLE GREETER TRAINING & FLAT BED TEST:New cashiers should not complete more than 3 CBL modules on day 4.Each new cashier should spend the rest of the day with their trainer on the salesfloor processing through their training plan

CASHIERS.W.A.S.

This is the most important area of your store, as the Cashier is the lastperson a customer will come in contact with.

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

CASHIERS.W.A.S.MEETING

Cashier S.W.A.S. meetings must be held every week, with a monthlyrecap held every four weeks to assist us in reaching our monthly servicegoals. The Store Manager, Front End Assistant Manager and LeadC.S.M. are all required to attend.

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

§ New policies and procedures§ High shrinkage potentials



§ Cashier recognition§ Specific success stories



CASHIERCORNER

The Cashier Corner S.W.A.S. Board needs to be set up andmaintained for all front-end Associates to review. All of the followingneed to be posted:

Communications Binder:

S.W.A.S. Meeting notes and upcoming meeting timesPolicies and GuidelinesSystem UpdatesCashier NewslettersCashier RecognitionHelpful hints and tipsQuestions and Answers Section

Cashier Performance:

Cashiers’ S.W.A.S. Performance Report (for the previous 4weeks.Associate S.W.A.S. Report.Scanning Efficiency For Store By Department Report.

Four Star Cashier:

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

OO “Four Star Cashier Award” OO



Cashier Corner – 4 Star Cashier Program:

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

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

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

Here is how the program works:Customer

By the 5th day of each month, the Lead CSM withhis / her management team will identify the bestperformance in cashiers (one associate only) duringthe previous month using these criteria.

Accuracy

Determine Items per hour, Ftd’s Hand Keys &Scanning EfficiencyUse Associate Scheduling Report as reference.

Attendance &Punctuality Cashiers only (including Courtesy Desk & Layaway)

both full time and peak time.

EfficiencyThe store will communicate the Associate’s name totheir District office by the 8th of each month.



Cashier Corner – 4 Star Cashier Program:

To recognise the Associate’s performance, the District Managerwill present the following to the Associate:

4-Star Recognition Certificate4-Star Lapel PinOne “Good Job Button”

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

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

Each winner’s picture will be added to a yearly calendar, which is nowposted on the wall.

This program is an excellent method of recognising strong performers.

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



Cashier Corner – Providing Recognition:

Providing recognition must be used to recognise those Cashiers whoseperformance meets or exceeds established Company standards. Useany of the following criteria to provide recognition to your Associates.

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

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

Based on CSM and Management observation, the Cashier mustproject friendly and grateful image to our customers.

Cashier follows company policy in regards to the use of CHANT aswell as BOB & LISA.

Cashier "red lines" in accordance to company policy, exercisingAggressive Hospitality.

The Cashier shows best improvement in any of the abovecategories.

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

Acknowledgement in this manner will provide the following benefits:

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

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

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



CASHIERPERFORMANCE

Establishing high performance expectations and measuring eachAssociate's performance against those expectations is one of the mosteffective methods to improve the productivity of those you supervise.

The measurement of "Items per Hour" is used to evaluate the followingaspects of Cashier productivity:

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

NOTE:Items per Hour are calculated by dividing the total number of itemsscanned by the total number of hours the Cashier was signed onto theregister.

ON THE JOB TRAINING CCTP-300


CUSTOMERSERVICETRAINING

Providing customer service is a very important part of a cashier’sjob.Emphasise customer service when completing each transaction.

YOURRESPONSIBILITY

Regardless of our individual job responsibilities, it’s important toremember that ultimately everything we do is intended to provideour customers with the most friendly and efficient front-endservice.In this guide, we will cover some of the tools available to you toimprove front-end efficiency and productivity. Both have adramatic impact on the level of customer service your storeprovides.

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

NEXT IN LINEPOLICY

Our Cashiers must be friendly. It is extremely important that werecognise each customer and greet them with "Good Morning","Good Afternoon" or "Good Evening", and a smile.

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

CCTP-300 ON THE JOB TRAINING


TRAIN ANDTEST THECASHIERON :

� Aggressive hospitality / Greet and thankthe customer.

� Outstanding Customer Service / Exceedtheir expectations.

� 3 meter rule / Smile, eye contact.� Policies.� Red lining.� Did you find everything?� Register operations / Transaction

procedures.� Scanning credibility.� PA system/ Call department, CSM…� Counting back change.� Calling for change.� Cash float.� Short change Artist.� CHANT/Customer has a name too.� Dealing with Customers.� EAS deactivation.� Proper bagging techniques.� Item per Hour / IPH.� Flat bed test.

“ Every Customer is our friend and guest who has chosen us over all otherstores available on the street. Let’s treat them accordingly and personally thank

them for letting us serve them.” Sam Walton



BENEFITS OFCUSTOMERSERVICE

Satisfied Customers make our jobs more enjoyable. Whencustomers are satisfied, everyone wins. Two of the ways webenefit from Customer Service are:

� Our Stakeholders’ Bonus plan.� Profit sharing.

FRONT-ENDRISKMANAGEMENTTRAINING

Front-end security is every Cashier’s responsibility.Remember to emphasise front-end security as you go througheach transaction.

� Demonstrate warm-up exercises / Proper lifting techniques.� Back belt / Green zone / Repetitive Motion injuries.� Learn the meaning of each safety codes and emergency

procedures.� Lids on liquid merchandise / Safety sweeps & hazards.� Locate all safety cones, paper towels and spill magic locations

in your work area.� Housekeeping.� Armed robbery / shooting situation & hostage situation.



FRONT-ENDLOSSPREVENTIONTRAINING

Discuss procedure, policy, customer service and front-end lossprevention with each transaction.

Train and test the Cashier on:

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



ZONING Silent Customer service is also achieved by maintaining a cleanand safe store. Unsafe aisles, spills on the floor could cause us toloose Customers. If you see dirty or unsafe conditions in yourstore, stop what you are doing and correct it.

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

� Garment hangers should be separated and returned to theirdesignated location.

� Bags and cash register tape should be replenished asnecessary.

� Straighten magazine and candy racks.� Always be alert to potential fire and safety hazards.

ZONING ON THESALES FLOOR

You may be called to zone on the sales floor during operatinghours and at closing.

BEFORE YOULEAVE:

Always zone your working area, empty garbage, returnhangers and overstock to the designated location. Clean upthe belt, replenish the bags.

REGISTERPARTS &MAINTENANCE

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

PEOPLEGREETERTRAINING

In this lesson you will learn the responsibilities of a PeopleGreeter and how to provide excellent Customer Service.

� You may be called on to replace a People Greeter for his/herlunch or break as well as being scheduled as a People Greeterwhen needed. (Refer to the tool box section 502)

PA SYSTEM Our PA system is extremely important to us as a means to sellmerchandise and advise our customers of things going on in ourstore. Our Customer Service Managers must be on duty at alltimes and should be able to be contacted without using the PAsystem for cheque approval, error corrects, or charge cardauthorisation.



POLICIES Next in Line Checkout Program / Policy COP-17.Express Lanes / Policy COP-18.Discount Card / Policy CDP-14Associate Purchases / Policy COP-23Refunds & Exchanges / Policy CPO-26.Security Marking Tape / Policy CLP-04.Controls / Policy CLP-05.Emergency Situations / Policy CLP-13.Understocking Policy / Policy CLP-18.Outside Sales Slip / Policy CM2-06.Fabric Sales Slip / Policy CM2-08.Checkout Program / Policy CM3-01.Rain Checks / Policy CS1-02.(All posted on Pipeline).

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



TRAININGPREPARATION

This must be a role-play training session where the CSM or theCashier Trainer plays the customer. After completing the packetand training plan, the cashiers must practice each transaction untilthey feel comfortable operating the register.

The packet includes a training card, cheques, coupon and training barcodes (all fortraining purpose). Use the list below to gather the rest of the training materials needed totrain Cashiers. To begin using the cashier Training Packet you must obtain : � A variety of merchandise from the salesfloor (see list below).� An active layaway account number (the account is not affected in training mode).� A Wal-Mart Gift card.� A phone card.� A fabric remnant ticket and scanning ticket.� A film processing envelope.� A Linerusher card.(if applicable)� A bottle cap for a free soda from the Accounting Office.� Coupons, barcodes, competition ad & cheques included in the tool box ,section 504.



The following merchandise must be included:

TYPE SPECIFIC ITEM NEEDED

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

item with a different description.

� Scan each barcode in this packet as a normal barcode.� To ensure proper operation of the training tender, all

transactions must exceed $10.00.� Tear up and dispose of all training receipts.

TRANSACTIONS CCTP-400Transaction 1


AGGRESSIVE HOSPITALITY

TRAINER: ♦ Demonstrate the proper way to greet acustomer.

♦ Demonstrate the proper way to thank acustomer for shopping at Wal-Mart.

CASHIER: ♦ Practice GREETING a customer.

♦ Practice THANKING a customer.

TRAINER: ♦ Ensure the new cashier uses thesetechniques for every transaction in thispacket

Remember to smile,make eye contact,project a positivepresence and listen towhat your customers aresaying.

CCTP-400 TRANSACTIONSTransaction 2

. Page 2 of 23 2003 Training & Development Dept

SIGN IN & OFF ? IDLE MODE EAS TRAINING

CASHIER: ♦ Sign on and off the register three times.♦ Practice putting the register in IDLE

MODE.♦ Always keep your cash drawer organised.

TRAINER: ♦ Explain cash drawer maintenance, cashfunds and cash pulls procedures.

♦ Explain EAS and how to deactivate alltags using deactivation device.(502)

♦ Refer to the People greeter trainingsection for more information.(502)

D Refer to section 502

Do not place bankcardson or near the deactivatorwhen deactivating labels.Doing so may damage themagnetic strip on thecards.



CASH TENDER

CASHIER: ♦ Scan 6 items.♦ Tender as $100.00 CASH.♦ Type in the cash amount the customer

gives you.♦ Verify what you typed in, is the correct

amount showing on the screen.♦ Hit the cash button.♦ Lay the cash on top of the cash drawer till

and hold it almost shut with your body.♦ Count out the change.♦ Count the change back in reverse, up to

the denomination the customer gave you.

TRAINER: ♦ Show the cashier how to count backchange.

Refer to section 501 for more information aboutBOB (Bottom Of Basket) and LISA (Look insideAlways).

Have you seen BOB or LISA?Never make change withanother cashier. Always callyour CSM.

Use your calllight whenyou needchange inyour register.



BAGGING TECHNIQUES

TRAINER: ♦ Demonstrate proper BAGGINGTECHNIQUES choosing the right sizebag.

♦ Describe why certain items are baggedseparately (i.e. food, clothing, householdchemicals…)

♦ Check lids of liquid merchandise.♦ Describe how to hand the bag to the

customer properly.Resource ¹ Bag Packing the easy way training video

CASHIER: ♦ Properly bag all of the practicemerchandise.

♦ First, build the walls of the bag withmerchandise.

♦ Use light, firm items to build the sidewalls.♦ Use heavy items to build the base.♦ Top the base with small items.♦ Then fill the top with crushable items or

clothing.v Refer to section 503



CHEQUE

CASHIER: ♦ Scan 8 items. Include processed film, bulkchain (if applicable).

♦ Tender as a CHEQUE.♦ Only accept Federally issued Government

cheques.♦ Only accept current driver license or Visa,

MasterCard and American Express as ID.♦ Customer must endorse the cheque in

front of you so you can verify thesignature match.

♦ Record ID on the back of the cheque.♦ Type in the amount of the cheque.♦ Press the cheque button.♦ Hit total (NO) for Autocheque.♦ Type in the ID you accepted.♦ Print ok? Watch what your screen says.♦ Count back any change owing to the

customer.v Refer to section 503

TRAINER: ♦ Give the Cashier a good cheque.Remember to show the Cashier theinformation required to accept a cheque.



CREDIT CARD

CASHIER: ♦ Scan 6 items. Include a fabric scanningticket and a fabric remnant barcode.

♦ Tender as a CREDIT CARD.♦ Hit the credit card button.♦ Verify that the credit card is the

customer’s and is signed.♦ Swipe the credit card, stripe down and

facing you.♦ Keep the credit card to verify that the

signature on the slip matches the signatureon the card.

♦ Remember CHANT: Customer Has AName Too.

v Refer to section 503

TRAINER: ♦ Give the Cashier the Training card.♦ Explain the credit card authorisation

procedures.♦ Explain how to handle a credit card that

does not scan.

Protect yourself!Do not check out friends or relatives.



SAFE & EFFICIENT SCANNING

CASHIER: ♦ The first step to safe and efficientscanning is preparing your muscles for thework you will be doing.

♦ Scan 7 items. Hand scan the Bayeraspirin.

TRAINER: ♦ Explain the different BARCODES, labels& check digit.

♦ Give the Cashier the Training Card.

v Refer to section 504CASHIER: ♦ Give an associate DISCOUNT.

♦ Only the associate or their eligibledependants can use the card.

♦ They must have the card with them.♦ Press the transaction button.♦ Swipe the discount card.♦ The discount given will show.♦ Hit total and proceed with the sale.♦ Tender as CASH.


&Practice calling an associatefor Customer service.



QUANTITY KEY

CASHIER: ♦ Scan 10 items including an assortment ofcanned dog food and the piece of clothingwith the switched tag.

♦ Tender as CASH.TRAINER: ♦ Explain the importance of scanning every

item and the use of the QUANTITY key.♦ Explain the Scanning Credibility Program.

Refer to section 503

♦ Explain what to do if the cashier thinksthe tag has been switched and …it’s toogood to be true.

♦ Explain IPH, the company and storegoals. (Refer to section 200)

♦ Explain the “Four Stars Cashier”Program.

Scanningefficiency andscanning “ItemsPer Hour” aretwo ways for youto measure your

If it’s too good to betrue…never accuse thecustomer, just let themknow that the codemay not correspond tothe product, and callthe department or theCSM.



DEALING WITH CUSTOMERS

CASHIER: ♦ Scan 10 items including a car battery.♦ Tender as a declined CREDIT CARD.♦ Practise calling for charge card

authorisation.

TRAINER: ♦ Explain the core charge procedure.♦ Explain overrides and reason codes.♦ Act mad when the credit card is not

accepted.♦ Explain how to handle an upset customer.♦ Explain how to handle declined cheques

and credit cards.


You can talk with all levels ofmanagement, anytime without fear

of retaliation.



COUPONS

CASHIER: ♦ Scan 5 items including any Lysol product.TRAINER: ♦ Give the Cashier the “Cents off” and the

“Buy one get one free” COUPONS.♦ Give the Cashier a good CHEQUE.

CASHIER: ♦ Verify that the coupon has not expiredand circle the expiry date.

♦ Verify that the coupon is for the productthat the customer is buying and it is not amail in rebate coupon.

♦ Ring in the entire sale, press total.♦ Type in the amount of the coupon, press

vendor coupon.♦ Remember to write the amount on the

coupon, if the coupon is a “Buy one getone free” coupon. Press total again.

♦ Tender as a cheque.v Refer to section 504

v Supplier coupons.v Free merchandise

coupons.v Bottle caps.v Formula cheques

Weaccept:



ERROR CORRECT & VOID

CASHIER: ♦ Scan 10 items.♦ Perform an error correct to void one of

the items.♦ ERROR CORRECT will remove only

the last item scanned and will not workafter you have pressed the total key.

♦ Remember you have a $50.00 limit.♦ VOID will remove any item in the

transaction and will work after you havepressed the total key.

♦ Press void and scan the item you wish toremove.

♦ Remember you have a $50.00 limit.♦ Tender as CASH.

TRAINER: ♦ Explain the $50.00 limit for error correct.♦ Describe what is a two-part ticket.♦ Tell the Cashier you need the item carried

to your car. Explain how to handle thissituation.

When there are no customers inyour line, step out to the front ofthe lane and greet them. We call it“Red Lining”



VOID , SUSPENDED AND ABORT TRANSACTION

CASHIER: ♦ Scan 12 items.♦ VOID the first item scanned.♦ Tender as husband’s credit card.

TRAINER: ♦ Explain void procedures.♦ Give the Cashier the credit card.♦ After the credit card is declined, tell the

cashier you will come back and pay cashfor the merchandise later.

♦ Explain how to handle a SUSPENDEDTRANSACTION AND AN ABORTTRANSACTION.

CASHIER: ♦ Have the CSM suspend the transaction.

Did you find everything?



PRICE OVERRIDE

CASHIER: ♦ Retrieve the suspended transaction fromthe receipt in previous transaction.

♦ Scan seven additional items and barcode#1 (CCTP-504).

♦ The item is marked $2.96 and scans $3.97.♦ Perform a PRICE OVERRIDE for the

item.

TRAINER: ♦ Explain the price override reason codesand the SCANNING CREDIBILITYPOLICY. ( refer to section 503).

♦ Explain the off line procedures.

CASHIER: ♦ Tender as foreign currency. (American)

TRAINER: ♦ Explain how to handle foreign currency.

Reason code 1: Pricing / Signing Error.Make sure that the item has been removed from the customer’ssale at the scanned price.Press the price override button, scan the item, press 1 then enter.Enter the amount it is to be sold at, press enter. Press clear toremove the message that appears on the screen.



COMPETITOR’S AD AND OUTSIDE SALES

CASHIER: ♦ Scan Javex 3.6 lt. and five items includinga landscaping item from the GardenCentre barcode book. (if applicable)

TRAINER: ♦ Show the Cashier how to locate barcodesfor items that are outside. (if applicable)

♦ Give the Cashier the COMPETITOR’SAD (CCTP – 504).

CASHIER: ♦ Verify the ad.♦ Fill out the CSC card.♦ Scan the competition item.♦ Tender as cash.


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



BLUE CART ITEM & DAMAGED ITEM

TRAINER: ♦ Act like a customer presenting a damageditem and asking for a rebate.

♦ Explain how to handle DAMAGEDITEMS.

CASHIER: ♦ Verify the price it is to be sold at with amanager or CSM.

♦ Write their name on the CSC card“approved by”.

♦ Fill out the rest of the CSC card.♦ Press 4, enter.♦ Enter the amount, press enter.

TRAINER ♦ Explain “BLUE CART” procedure.

Reason code 4: Miscellaneous and damaged items.Associates do not receive a discount on merchandise that isalready on sale or requires a price adjustment.You can identify non-discountable items by a code that is next tothe price on the receipt and journal tape. Refer to CCTP 503.



LAYAWAY PAYMENT

CASHIER: ♦ Scan and bag five items.TRAINER: ♦ Tell the Cashier you want to make a

LAYAWAY PAYMENT.♦ Use an active account number from the

layaway system. (This process will not interferewith the account while in the training mode).

♦ Scan the Training card through theCustomer Activated terminal (CAT).

♦ Select Credit Card.CASHIER: ♦ Make a layaway payment.

♦ You will need the customer’s layawayaccount number or 4 last digits of theirphone number.

♦ Read the screen to ensure the correctcustomer appears on the screen. You mayhave to press Item Inquiry again until youhave their info on the screen.

♦ Enter the payment amount, press enter,press total and continue with the sale.(Layaway payments can be made as an individualtransaction or within the same transaction that theymake the rest of their purchase).

♦ The second slip that prints stays in thecash drawer.

♦ Tender as credit card.

A customercan make apayment ontheir layawayat any cashregister. Theymay onlymake theirfinal payment& pickup atthe layawaycounter.



NOT ON FILE

TRAINER: ♦ Mention that you want a gift receipt forone of the items.

♦ Explain the procedure for gift receipt.

CASHIER: ♦ Scan 8 items, including barcode # 2 (CCTP – 504).

♦ Follow the procedure for gift receipt.

TRAINER: ♦ Explain the procedure for NOT ON FILE(NOF) ITEMS.

CASHIER:

♦ Check to see if it has 2 barcodes, if itdoes, press clear twice and scan the otherUPC.

♦ If it does not press clear once only. Callfor a UPC check to verify there is no validUPC and /or get a price for the item.

♦ Type in the dept. #, press enter.♦ Type an accurate description of the

merchandise.♦ Type in the amount the associate you

called gave you, press enter.♦ Tender as cash.



TRAVELLER’S CHEQUE

CASHIER: ♦ Scan 7 items an barcode # 1 (CCTP –504)♦ The barcode is a clearance item for $1.00

that scans at the regular price of $ 3.97.

TRAINER: ♦ Give the training card to the cashier toperform an associate discount card.

♦ Tell the Cashier about items that do notreceive a discount.

♦ Give the cashier a TRAVELLER’SCHEQUE.

CASHIER: ♦ You must witness the customer endorsingthe right side of the traveller’s cheque.

♦ Check to see if it is Canadian or Americanfunds.

♦ Type in the amount of the traveller’scheque. Double check the amount youtyped in.

♦ Press the cash button, count back anychange due to the customer.



SHOPPING CARD

CASHIER: ♦ Scan and bag 10 items including shoes anda 2 pieces children set.

TRAINER: ♦ Explain the importance of scanning theUPC code attached to the shoes.

♦ Explain the importance of checking thesize of 2 pieces sets.

♦ Explain what to do with hangers.♦ Explain the shopping card procedure.♦ Give the Cashier the SHOPPING CARD

and a good cheque.

CASHIER: ♦ Tender $5.00 as a shopping card and therest as a cheque.

You can reload acustomer old gift card.Have your trainer showyou how to reload andcash out a gift card.



DEBIT CARD

CASHIER: ♦ Scan and bag ten items, including ashopping card.

♦ Swipe the training card and activate thecard for $50.00

TRAINER: ♦ Scan the training Card through the CATand select DEBIT CARD.

♦ Explain the procedures.

CASHIER: ♦ Press the debit key.♦ The customer does everything else.♦ We do not touch the debit cards.♦ Remember to watch your screen to see if

the customer requests cash back.♦ If they do, get them to initial the debit slip

that stays in your cash drawer.

Since provincial laws vary,please refer to the online

Police Manual for theapplicable laws in your

province regardingrestricted items and tax

exempt sales.



PHONE CARD

CASHIER: ♦ Scan a PHONE CARD.♦ Activate it using the training card.♦ Tender as a credit card.

TRAINER: ♦ Explain how to add minutes to phonecards.

CASHIER: ♦ Scan ten items including soda (Coke orPepsi)

♦ Tender as cash.

TRAINER: ♦ Show the cashier how to redeem bottlecaps for free soda.

Make sure to putthe bottle capsinside yourregister.

Ask your trainerwhat to do if acustomer wantsa rain check.



FLAT BED & MYSTERY SHOPPER

CASHIER: ♦ Scan and bag all of the practicemerchandise.

♦ Tender as a debit card

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

FLATBEDTEST.

Who is the mystery shopper?



Congratulations!

You have completedthe Cashier trainingpacket and yourCashier training plan.We are proud to haveyou on our team!

Are you ready topractice what youhave learned?

Time for PeopleGreeter trainingand a flat bed test.

REFERENCES TRAINING MATERIALS501 Risk Management & Loss Prevention Training502 People Greeter Training503 Register Training504 Training materials

RISK MANAGEMENT &LOSS PREVENTION CCTP-501


CHECK OUTEMERGENCYPROCEDURES

• During a power failure, the Cashier should secure the register cashdrawer after they complete the current transaction, unless theCashier is in danger. The CSM will follow-up to be sure this isdone. The Cashier must remain at the register until notifiedotherwise by the CSM or a member of management.

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

• In the event of an armed robbery, it is critical that the Cashiers andCSMs remember one key point: Wal-Mart wants no “heroes;”money can be replaced - you can not. There are three mainpoints to remember when confronted with a hold-up:

∗ Reassure the robber(s) you will cooperate in every way.∗ Stay as calm as possible.∗ Spend as much time as possible making mental notes on the

person’s build, hair colour, complexion, voice, unusualstatements, accent, what they are wearing, and any other pointsto aid in identification.

CCTP-501 RISK MANAGEMEN & LOSS PREVENTION


Bad Weather Code Procedure

Bla

ck

1. All associates and customers shouldmove to the centre of the store nearesta line of support columns.

2. Take a position lying flat on the floor,face down against the side of agondola. Keep customers togetherwith associates.

3. If time permits inspect the store toensure everyone is moved to the site.

4. After the store, check for injuries.Fire Code Procedure

Red

1. Someone must be designated to callFire Department.

2. Attempt to put out the fire with the fireextinguisher or other availableresources.

3. In conjunction with above, proceedwith evacuation procedure.

4. Follow procedures on the EmergencyFlip Chart.

Fire Code Procedure

Blu

e

1. Notify the local Police Department.2. Notify the District Manager and the

DLPS.3. Begin videotaping the front entrance.4. Evacuate the building (under pretext of

a power failure) immediately after theinitial call.

5. After a thorough search of thepremises, the store may be reopened.

Shooting Situation Code Procedure

Bro

wn

1. Comply with the direction of therobber.

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

robber was physically.



Accident Code Procedure

Whi

te

1. Announce Code White and locationover P.A.

2. Only qualified associates with FirstAid should respond.

3. Notify 9-1-1 if applicable.4. Accident report to be properly

documented.5. Never admit fault.

Missing Child Code ProcedureA

dam

1. Announce Code Adam over P.A.2. All associates (and customers if

possible) need to immediately beginlooking for child.

3. Greeter to monitor all exits.

Chemical Spill Code Procedure

Ora

nge 1. Do not attempt to clean up with paper

towels etc.2. Block off area using safety cone(s),

danger tape, etc.3. Follow procedure for removal of

dangerous chemicals.

.



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

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

If there is something inside, just ring it up. Never make anaccusation. It could have been an honest mistake. It is possible thatsomeone else might have been trying to hide the item. If it does notbelong to the customer they will tell you.



B.O.B.B.O.B. stands for Bottom Of Basket. When another associate comesup to you and asks, “Have you seen Bob?” they are telling you to lookat the bottom of the basket.

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

When a customer has a large item with a two-part ticket, walk aroundthe register and remove the ticket. The Cashier should alwaysphysically handle large items; making sure smaller items are not hiddenunderneath.

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



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

• Initial, date and copy transaction number on security tape.• Announce over the intercom that the security tape is leaving the

department on a particular piece of merchandise.

The tape must be removed at the Front-end by the CSM, CourtesyDesk Associate, Cashier, or Exit Greeter prior to the customer leavingthe store. The receipt must be examined to ensure themerchandise matches the receipt and the date is current.

Outgoing Parcels! – No Security Tape

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

1. First, you will need tocheck the date andthe register number ofthe receipt.

2. If there is aproblem, neveraccuse theCustomer of anywrongdoing. Calla CSM and letthem handle thesituation.



ASSOCIATEINTEGRITY

To deter the possibility of associate integrity problems, the followingguidelines have been established. All associates should notify theirfriends and family of this policy.

No Cashier is to handle a transaction for:

• Themselves• Their family members• Their friends

Never put yourself in a position where your integrity could bequestioned.

In the event of dishonesty, it is Wal-Mart’s policy to terminateassociates and to prosecute whenever possible.

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

EMPTYCHECKOUTLANES

Always have the lane closed chain checkout lanes that are not beingused.

• It makes it harder for customers to leave the store by going throughan empty checkout lane.



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

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

Each Wal-Mart Associate has a responsibility to maintain the highlevels of integrity established early in our Company’s history. Therewill be no compromise of standards. Theft is shrinkage and takesaway from our profit sharing. Never put yourself in a position whereyour integrity will be questioned. In the event of dishonesty, it is Wal-Mart’s policy to terminate the associate and to prosecute wheneverpossible.

CASH CONTROLFOLLOW-UPSLIP(PINK SLIP)

The Cash Office Associates count money and finalise reports from theregisters daily. Cash Control follow-up Slips will be completed by theCash Office Associate when a register shortage or overage of $5.00 ormore occurs and can not be resolved. Each associate on the registerwith the shortage or overage will receive a Cash Control follow-upSlip. The purpose of the slip is to make the associate aware of thediscrepancy. The slip must be completed and returned to the CashOffice. The associate receiving the Cash Control follow-up Slip mustreturn the slip to the Cash Office by the end of the day they receive theslip. These slips must then be retained in the personnel files.

“Integrity is a cornerstone of the Wal-Mart culture. All of us must have it in allour business dealings as well as our personal lives. What we have has taken

many years to create, but it is fragile and could easily be destroyed. Let’s protectit at all costs.”--David Glass



CASH CONTROL EXAMPLE:FOLLOW-UPSLIP(PINK SLIP)

WMO-100 CASH CONTROLFOLLOW-UP

Your register #

Was Over/shorton

Please explain in detail why you feel your registerwas off the above mentioned amount, and whatcorrective action you intend to take to keep this fromhappening in the future.

EXPLANATION

CORRECTIVE ACTION

CHECKER’SSIGNATURE

EAS & PEOPLE GREETER TRAINING CCTP-502


The Sensormatic System creates a deterrent for potentialshoplifters. Shoplifters immediately notice the pedestals at yourstore’s entrance and would rather go to another store than take onthe additional risk of activating a Sensormatic System.

JOB RESPONSIBILITIESGreeters: § Test systems daily.

• Log all tests and activations in the System Activity logbook.• Daily: Confirm the indicator # on the system corresponds with the last # in

the activity log.• Respond to ALL alarms and follow proper procedures.

Cashiers: • Deactivate all tags and remove all hard tags from the customer’s purchase.• Ensure that all merchandise being placed on layaway is deactivated. If

merchandise is being returned or being placed back out onto the floor,ensure the merchandise is re-tagged.

• Maintain the assumption that all merchandise is EAS tagged and scanaccordingly.

CSM’s: • Ensure all cashiers are trained correctly on deactivation and removal of tags.• Ensure all cashiers are clear on how front end equipment works. I.e.: slim

pad, boot deactivator and hand detacher.• React properly to all activations (if exit greeter is not present).• Complete Weekly Activity Log once a week with the log from each exit• Follow-up with cashiers who are not deactivating or removing tags from the

customer’s purchases.• Ensure all logs are being properly completed.

Front EndManagement& Assistants:

§ Check the system daily: follow up with the greeter• Use proper training: Do not assign associates to register responsibilities until

they have been instructed in the proper use of the EAS system, and havecompleted the EAS CBL

• Monitor operating procedures: cashier accountability, greeter maintenance ofSystem Activity Log, CSM involvement.

• Ensure all systems are operational, and call Field Support for any systemsissues, after checking the Troubleshooting Guide.

• Follow-up with any departments who are tagging merchandise incorrectly.• Ensure all returned items meet tagging criteria.• Respond to any customer service issues regarding the EAS system.Discuss EAS topics at every weekly Cashier Meeting

CCTP-502 EAS & PEOPLE GREETER TRAINING


Label deactivation is an extremely important, yet very simpleProcedure. All labels must be deactivated at the point of sale,eliminating the possibility of embarrassing an honest customer.

The following will explain deactivation for each deactivator available.Find the deactivator that is installed in your store and review.NEVER PLACE A CREDIT CARD DIRECTLY ON ANYONEOF THE UNITS WHILE YOU ARE DEACTIVATING.

POWER PAD § To deactivate the label, simply pass the label above the dark greyarea on the pad.( no more than six inches above the pad)

• It will confirm every deactivation with an audible/visual indicator.• In the event you here a constant beeping, deactivate the product

again.• This unit is multimedia safe; therefore you can deactivate video

tapes and cassette tapes with the Power Pad.

SLIM PAD § To deactivate a label, simply pass the label above the dark greyarea of the pad ( no more than five inches above the pad)

• It will confirm every deactivation with an audible/visual indicator.PLEASE DO NOT PLACE A VIDEO TAPE OR CASSETTETAPE OVER THE SLIM PAD. USE YOUR BOOTDEACTIVATOR TO DEACTIVATE EITHER ONE OF THOSEITEMS.

BOOTDEACTIVATOR

§ To deactivate a label, simply place the flat surface of thedeactivator directly on the label pressing down. You must touchthe label to ensure 100 % deactivation.

HARD TAGREMOVAL

§ The dome portion of the tag is placed through the mount of thedetacher.

• Squeeze the end portion of the hand detacher handle.• To separate tack from tag, gently lift the tack while squeezing the

handle.The hard tag is reusable. After removal, keep the hard tag and tackseparate for further use and application.



Management should be checking the Activity Logdaily to monitor failures to deactivate. If anAssociate has an abnormally high number offailures to deactivate they may require furthertraining.

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

• Labels on these products must be deactivated using the handdetacher with boot deactivator. The boot deactivator is simplypressed against the label - never rubbed, as this will reactivate thelabel.

• The Slim-Pad makes a sound when a label is properlydeactivated. It is crucial that the cashier recognises these sounds.

• Consistencies in one area/item likely indicate an issue with thatarea. The same operator with numerous FTDs may requireadditional one-on-one training. A high number of FTDs comingout of a single category may indicate an equipment problem orgroup of cashiers not properly deactivating labels.

• All associates must be trained by their CSM on EAS, and takethe EAS CBL before using the register.

• EAS tagged merchandise located within 6 feet of a pedestal willcause alarms. Merchandise or modulars may have to be altered toaccommodate the EAS system.



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

THIS EAS TAG

MUST BEDEACTIVATED.

CHILDREN’SOUTERWEAR:

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

THISINTEGRATEDHANGTAG

MUST BEDEACTIVATED.



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



Returns and Exchanges!

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

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

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

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

4. Keep the labels that are not being used in a secure area. Neverleave them unattended.

5. At closing return any unused labels to the cash office. Securingthe labels is very important. If they fell into the wrong hands itcould be used to make fraudulent refunds. This will causeshrinkage and loss of profit sharing.

…Got greeter labels, andconfused where to use what?

You’re not alone!



Incoming Parcels & Bags! – GreenUse the following as a guideline when customers enter the store with bags orparcels.

1. You will need to secureCustomers’ bags when theywant to go back into the storeafter making a purchase.

2. You will also need to securecompetitor’s shopping bagsthat Customers bring into thestore with them.

3. Remember that labels must besigned by you including dateand store number. During slowperiods, get a head start byfilling out a few greeter labels inadvance of your customers’arrival.

Green LabelsRemember our three basic beliefs:

Respect for the individual.Exceeding our customer’s expectationsStriving for excellence



Outgoing Parcels! – Green SecurityTapeSecurity tape is the green piece of tape that is placed on paid merchandise at thePoint of Sale. It is identified with the date and the selling Associate’s initials. It isoften only used at the satellite registers, so it is of most importance to watch forthese.

1. The tape is placed onmerchandise that is toobig to fit into a bag. It ismainly used at outlyingregisters in Electronics,Sporting Goods,Garden Centre,Automotive andLayaway.

2. The receiptshould beattached to thepurchased itemby the securitytape.

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

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

IMPORTANT NOTE!

Green Labels

The tape dispenser and any backup tape must be in a secure place at all times. Ifsecurity tape was to fall into the hands of a thief, it could be used to steal a lot ofmerchandise.



Electronic Article Surveillance System

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

Approaching the customer who has set off the system is the most criticalpart of the Sensormatic program. Your approach should never beaggressive, and you should never accuse or threaten a customer. Whenapproaching a customer who has set off the system, always remember tosmile, be courteous, friendly, and as discreet as possible.

An important reason to approach a customer who has set off analarm is to correct your own errors. Often the alarm goes off due toan Associate forgetting to deactivate a label at the point of sale.

The other reason for approaching the customer is that it reinforcesthe deterrent effect. If a shop-thief knows that you will respond toan alarm, they realise that they cannot practice their trade in yourstore.

The majority of alarms that youwill experience are due toAssociate error. An Associatehas forgotten to deactivate alabel at the point of sale. It iscritical we approach thecustomers in a very low-keyand non-threatening manner.

Please remember to never discussthe system and how it works infront of customers. If someoneasks what the system does orwants to know how it works, justadvise them that it is an inventorycontrol system and helps to keepthe prices lower in the store.

The Greeter’s Responsibilities1. Test system daily. Notify management of any related problems.

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

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

4. Respond to all alarms and follow proper procedures.

?

!



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

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

Exceed the customer’s expectations!

You will need to report these events to a Member of Management or Loss Preventionassociate.

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3. Always speakquietly and say,

“Excuse meSir/Madam, we

may have forgottento deactivate alabel on your

purchase. Comeback with me andI’ll be happy todeactivate it for

you.”

4. At this time, ask the customer if you can look at theirreceipt, explaining that you would like to see whichAssociate forgot to deactivate the label. (Check

merchandise receipt to get the operator number as well asproof of purchase). Immediately note the occurrence

(operator number) in the System activity Log.

2. If the customer has not moved awayfrom the pedestal and audible alarm

continues to repeat, motion thecustomer(s) to move away from the

pedestals. Never touch a customer ortheir purchase until it has been offered

to you!

1. When a single customer isleaving the store and they set offthe alarm, whether their packageis visible or not. Approach – walk,don’t run towards the customer.



E.A.S. Alarm Scenarios

Scenario #1: A customer is leaving the store with a visiblepurchase and sets off the alarm.

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

Scenario #2: A customer is leaving the store without avisible purchase and sets off the alarm.

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

Scenario #3: There is more than one customer at the doorwhen the alarm sounds.

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

Scenario #4: There is more than one customer at the doorwhen the alarm sounds and none arecarrying packages or all are carryingpackages.

Do not single out one particular customer! Direct your question tothe group of customers, asking all of them to check their purchases for alabel.



Scenario #5: A customer volunteers concealed / unpaidmerchandise after an alarm sounds.

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

Scenario #6: The customer runs.

Do not pursue the customer! Note the incident in the System ActivityLog.

Scenario #7: A customer becomes agitated and / orhostile.

It is imperative that only management deals with an agitated or hostilecustomer. Immediately page your Duty Manager!



System Activity Log

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

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

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

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

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

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

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

REGISTER TRAINING CCTP-503


BAGGING Sacks are a major expense to our Company. Therefore, it is importantto use the sack that is just big enough for the job, but is not too big.For each wrong-sized sack a Cashier uses, two cents is wasted. Becareful not to sack an item with other items that could be damaged.Following are some Do’s and Don’ts of sacking.

• DO sack like items together.• DO sack frozen and/or refrigerated items together to keep them

cold.• DO sack greeting cards and small items in a small separate sack.• DO use the correct size sack.• DO put heavy (non-breakable) items on the bottom of the sack

and lighter or breakable items on top.• DO wrap breakable items to help protect them.• DO check the lids on bottles to make sure they are tight, to

prevent leakage.• DO NOT sack hazardous chemicals together, such as bleach and

ammonia.• DO NOT sack any chemical items with food, clothing, or other

items, which could be damaged from the chemical.

RESOURCES Ø ¹ “Bag Packing the Easy Way training video.” The video is available upon request. Please contact extension 4130 #.

CCTP-503 REGISTER TRAINING


REGISTERRECEIPT CODES

Listed below are the register receipt codes that print on the receiptnext to the price of the item. These codes indicate the item’s tax andassociate discount status.

Code Tax 1 Tax 3 DiscountA Y N NB N Y NC Y Y ND N N YE Y Y YH N N NJ Y N YK N Y Y

EXAMPLE: Receipt with receipt codes

Receipt Codes



PRICING ANDSIGNINGERRORS

The Price Override function should be used in the following situations:

• Pricing or signing error• Competition Ad• Battery adjustment• Customer satisfaction

The customer will get the lower price, either the scanned or the marked

price. Wal-Mart associates and their families (including anyone who iseligible for a 10% discount) will receive the CORRECT price. TheCashier must fill out the Customer Satisfaction Card (CSC).

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

REASON CODES [1] = Pricing Error [2] = Competition Ad (no % off ads) [3] = Battery Adjustment [4] = Miscellaneous

SCANNINGCREDIBILITYPROGRAM

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

• The above Scanning Code of Practice is being adopted in all storesacross Canada starting June 11, 2002 (Quebec stores havingalready implemented in the spring of 2001). This is a commitmentto accuracy that CUSTOMERS expect at ALL times.

• This practice will require intensive training at the checkouts,thorough reviews of signing and shelf labels, as well asmanagement commitment and involvement.



CSMRESPONSIBILITY

• Conduct intensive cashier training meetings to review the ScanningCode of Practice.

• Log and track the names of the cashiers trained!

PROCEDURE ATTHECHECKOUTS:

When a CUSTOMER identifies that a non-ticketed item has scannedat a higher price than what was indicated on the sign, flag, shelf labelor any other displayed price, the cashier will do the following:• Step One : Contact the CSM or a member of management to

have the displayed pricing verified.

• Step Two : Complete a CSC card and have management sign it toauthorise the markdown.

• Step Three: after receiving authorisation from a member ofmanagement, the cashier will:

§ Price override the item to zero (if the displayed priceis $10 or less).

§ Price override the item by reducing the displayedprice by $10 (if the displayed price is greater than$10).

§ Price override reason code to be used is 1.

NOTE: The price override applies to the first item only: anyadditional quantity being purchased by the customer will be sold at thedisplayed price. Additional quantities will be price-overridden to thedisplayed price as normal. Management should handle exceptionsaccordingly.

Management must immediately have the corrective action taken on thedisplayed pricing issue!



TRACKING OFINCIDENTS:

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

Scanning Code of Practice

Store #: _______ Location: ______________ Date: ___________

District #: ______ Store Manager: __________________________

The Scanning Code of Practice has been communicated to all associates asfollows:

Management Associates Date

Speciality Division Managers DateDiv. 6 manager:Div. 10 manager:Div. 15 manager:Div. 30 manager:Div. 31 manager:Customer Service Managers DateAll CSMs:

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

Store Team DateMorning meeting/ evening meeting:Cashiers and Layaway associates Date



AUTHORIZATIONSTATUS CODES

VISA (MasterCard/American Express) DENIED THECHARGE:

• The purchase has been declined.• The customer may pay for the purchase with another form of

currency or credit card. Press [CLEAR] and proceed with thetransaction.

• If the customer does not have another way to pay or does notwish to purchase the merchandise, press [CLEAR] and havethe CSM abort the transaction (refer to CFG 311).

EXPIRED CARD:

• Verify the expiration date on the front of the card.• Tell the customer their card has expired and ask if they have

their new card or if they wish to pay with another form ofcurrency or credit card.

• Press [CLEAR] and proceed with the transaction.• If the customer does not have their new card, another way to

pay, or does not wish to purchase the merchandise, press[CLEAR] and have the CSM abort the transaction.



AUTHORIZATIONSTATUS CODES

CALL VISA (MasterCard/American Express) FORAPPROVAL:

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

• The CSM will have to contact the credit card company for thisinformation. (Refer to CFG 304, page 6.)

• IF the restriction is cleared, the CSM must insert the SupervisorKey and press [CLEAR]. If the sale can not be continuedbecause the restriction was not met, press [CLEAR].

• The customer now has the option of paying with either cash, oranother credit card.

NOTE: If you are suspicious that a transaction may be fraudulentor questionable, call the authorisation centre and ask fora “Code 10” authorisation. This will signal therepresentative to examine the transaction closely.

VISA (MasterCard/American Express) SAYS PICKUPCARD:

• We have been instructed by the credit card company to retainthis card.

• The CSM must contact the credit card company for furtherinstructions. (Refer to FG 304, page 6.)

• The customer now has the option of paying for the merchandisewith either cash, or another credit card.

PLEASE ENTER CARD # AGAIN:

• The information entered into the system was incorrect.• Press [CLEAR] and re-enter the information.• If the information is still incorrect, the CSM must contact the

credit card company manually for approval. (Refer to FG 304,page 6.)

• The customer also has the option of paying for the merchandisewith either cash, or credit card.



MANUALAPPROVAL FORCREDIT CARDS

Use the following procedures when the CSM must contactVISA/MasterCard, or American Express for a manual approval.

STEP ACTION REQUIRED1 Use the telephone at the front registers and dial:

• VISA or MasterCard:• American Express:

2 The operator will ask for the:• Card Number• Expiration Date• Amount of Purchase• Merchant Number - The number assigned to each

store and posted beside the telephone.

∗ MC/VISA (43990059000 + 4 digit storenumber + check digit)

∗ American Express (This will vary by store.)

3 The operator will either:• Give the CSM an authorisation code, which the

CSM must write on the credit card slip.-- OR --

• Decline the purchase.



DEALING WITHCUSTOMERS

There are times when CSMs and Cashiers must deal with unpleasantsituations. Successfully handling upset customers depend on positiveattitudes.

By trying to get angry customers out of the door as quickly as possible,Wal-Mart may lose a customer for life. In addition, the averagecustomer will tell 9 to 10 other people about the bad experience.Providing good customer service to an unhappy customer, andresolving their problems effectively, will keep that customer’s businessfor life.

WHAT TO DO The most important factor in resolving conflict is ATTITUDE. If theconfrontation is avoided, or not corrected, good customer service hasnot been provided. Look at an unhappy customer as a challenge. Thisis an opportunity to exceed the customer’s expectations. Rememberthat customers are not only external but also internal.

In order to effectively handle customer conflicts:

• Smile and greet the customer enthusiastically. Smiling is veryimportant. It is hard to be angry with someone who is smiling.When you ask, “May I help you?” you are inviting the customer toexplain what has happened. Remember to remain calm at all times.

• Listen to the customer’s problem. Do not interrupt them. Manycustomers just want to tell you about their problem. If necessary,take the customer to a place where they will have your undividedattention. Ask the customer questions and find out:∗ What happened to make them upset?∗ How they want you to fix the problem?



WHAT TO DO(CONT’D)

• Repeat what the customer has said. This accomplishes severalgoals:∗ Repetition makes sure all of the facts are correct.∗ The customers know that their problem is understood.∗ Knowing exactly what happened will help determine the best

way to correct the situation.• Use the customer’s name whenever possible. Our Company’s

CHANT (Customers Have A Name Too) program encourages allassociates to call customers by name whenever possible.

• Ignore abusive language. Do not take a customer’s angerpersonally. The customer may have had a bad day before enteringthe store. Whatever happened may have set them off. When acustomer is abusive, think of it as a challenge to exceed theirexpectations.

• Respond to the customer. Do not make the customer wait anylonger than necessary. If you or another associate have made anerror, apologise sincerely.

• If the customer is angry about a particular policy or procedure:∗ Explain why Wal-Mart has the policy or procedure.∗ Ask the customer if they understand why Wal-Mart has the

policy. The customer may agree that the policy is in the bestinterest of the customers and the Company.

∗ If the customer does not agree, and there is no way to correctthe problem; acknowledge the problem and repeat the originalexplanation. At this point there may be nothing else to do.Call a member of management if necessary.

∗ Remember, smile and be courteous at all times.• Talk softly whenever a customer raises their voice. A softening

voice tone can calm an angry customer.• If the problem is something you can not correct:

∗ Call a member of management immediately.∗ If possible, stay with the customer until management arrives.∗ When management arrives, introduce them to the customer.∗ Tell management what happened to make the customer upset.

TRAINING MATERIALS CCTP-504


BARCODES

NORMAL UPC A normal UPC (Universal Product Code) will consist of ten digitslocated directly below the barcode. At times there will be anadditional digit following the barcode, this is a check digit andshould be ignored.

EXAMPLE: Normal UPC

Check digit Should beignored

0 1280012112 5

CCTP-504 TRAINING MATERIALS


BARCODES

SUPPRESSEDUPC

A suppressed UPC is a barcode that has been reduced from thenormal 10-digit barcode to a 6-digit barcode. A suppressedbarcode will always have a zero to the left of the barcode knownas the number system character. These are typically found onDepartment 01 items (e.g. gum, candy bars).

NumberSystemCharacter

EXAMPLE: Suppressed UPC

0 128001 5



BARCODES

ELEVEN DIGIT/CHECK DIGITBARCODE

This type of barcode is very similar to a normal UPC, except itwill always have a digit to the left of the barcode known as anumber system character. If this digit is a “3,” “4,” or “7,” key itin as part of the barcode. If the number system character isanything other than a “3,” “4,” or “7,” it should be ignored and thebarcode treated as a normal UPC. Often the Eleven Digit/CheckDigit Barcode will also have a check digit. As with the normalUPC barcode, this check digit should be ignored.

Number Check DigitSystemCharacter

EXAMPLE: Eleven Digit/Check Digit Barcode

7 1280012112 5



BARCODES

REACTNUMBERBARCODE

A react number is a Wal-Mart generated number. It is a nine-digititem number that was developed to track the sales of individualitems. This type of barcode is most often found on the tickets ofapparel merchandise.

EXAMPLE: React Number Barcode

SIZE

8

WAL-MARTDEPT. 34

$12.93

3401 20993



BARCODES

TWELVE DIGITBARCODE

On a few items, mostly bedding, there is a barcode with twelvedigits instead of the normal ten. The middle ten digits are whatWal-Mart uses. When hand scanning, drop the first and lastdigits.

EXAMPLE: Twelve Digit Barcode

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

� Prescriptions, Pharmacy 38� Licenses (Fishing, Hunting) 902� Processed Film The barcode on the package

will activate a prompt for visual verify.

012800121125



BARCODES

FABRICTICKETS

When the customer brings cut fabric to the checkouts, it will havea scannable fabric ticket attached. The fabric ticket containsbarcodes that indicate the product and its length. When theCashier scans both barcodes, the register will calculate the priceand print the price per yard, amount purchased, and the extendedprice on the receipt. The Cashier must destroy the fabric tickets atthe time of purchase for proper control.

EXAMPLE: Fabric Ticket

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

FABRIC TICKET

PRODUCT

2083078111128TOTAL: $9.62

LENGTH5.20 meters

4 89993 00520

FABRIC TICKET



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

WMO-108CUSTOMER SATISFACTION CARD

Operator #_________________________Date:__________Register NO_________UPC # ____________________________Description ____________________________________________________________________________________________Department_________________________Quantity:_________Sold at $_________

CSM:______________________________Won’t Scan Because

� Item Not on File (NOF)� Damaged UPC Code� _________________________

---------------------------------------------------------� Pricing Error

Scanned at $ _________________� Competitor’s Ad from_____________

UPC Clerk:_________________________On Hands Adjusted? � yes � no

If yes, Quantity Adjusted:________MU/MD:____________________________

Top Copy - UPC OfficeBottom Copy - Department Manager



GOOD CHEQUE

ACCOUNT NUMBER:

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

Void Void Void Void Void Void Void Void Void VoidVoid

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Bank of Mississauga�Memo �



BAD CHEQUE

ACCOUNT NUMBER:

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


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COUPONS

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



COMPETITION AD

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

Ad ends December 31 2005



BARCODE #1

Print a label of a $ 3.97 item

BARCODE #2

Print a label of a NOF item

Job Specific Training Plan (Cashier)ASSOCIATE’SNAME:

SPONSOR’SNAME:

Assoc.Initial

Spons.Initial

Date Assoc.Initial

Spons.Initial

Date

Register Training Risk Management / Loss PreventionIDLE Mode Lane Blockers & Chains*CSC Cards ( WMO-108 card) *BOB (Bottom of Basket)*Fabric Sales Ticket *LISA (Look Inside Always)Barcodes & labels *MITCH (Merch. in Cust. Hand)*Cash transaction Too good to be true(Wrong label)*Count change back *Counter fit money*Credit card transaction Black Light Use*Cheque transaction EAS Pedestal & Alarm System*Drivers license usage *Deactivating Sensormatic Labels*Quantity key Safe and efficient scanningCore charge procedures *Honesty & Integrity*Reason codes *Ringing in Friends & Relatives*Coupons *Discount card Policy*Void Cash Overages & Shortages*Error correct Pink Slip AccountabilitySuspended transaction *Cash PullsAbort transaction Cameras*Price override Flat bed test*Foreign currency Mystery shopperCompetitor’s Ad Zone DefenseDamaged items *HangersBlue cart items Zoning Checkout Area*Layaway payment Zoning Departments*Not on file (NOF) Customer ServiceTravellers cheque Next in Line Policy*Shopping card Exchange / Refund PolicyMultiple payments Red Lining*Debit card transaction *CHANTRestricted items Wal-Mart Credit Card Offer*Phone card *Did you find everything?Redeem bottle caps *Proper Bagging TechniquesRain check *Scanning credibility policy

Store Within a StoreCashier Corner SWAS BoardSWAS Performance ReportAssociate SWAS ReportCommunication Binder4-Star Cashier ProgramCashier MeetingsIPH GoalsEquipmentScanner & Gun ScannerCash Drawer MaintenanceCash funds, float cash*Change Ribbon & TapeRegister Power PoleFront End Specific TrainingPeople Greeter Training

Staple Completed Orientation Sticker Here

* For sales floor associate register training

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Date: Cash #: Store # :

YES NOAggressive hospitality, eye contact, smile.Cash area is maintained tidy and organised.The cashier verifies on the screen if the price is correct.The cashier verifies all opened packages.The cashier looked inside packages. ( LISA)The cashier asked, “Did you find everything”?The cashier used the mirror to look on the bottom of thebasket.(BOB)The cashier called to verify a switched label. ( “too goodto be true”)The cashier has deactivated all the Sensormatic tags.

Total of NOs x 10 = % : High % indicates high potentialof shrinkage

%

The cashier scanned each items Total items ___________ Total scanned - ___________ Total of items misscanned = ___________x 100 Divided by total items = ___________ % of item not scanned %

%

BOB Missed x 100 divided by total = % missed %LISA Missed x 100 divided by total = % missed %EAS Deactivation Missed x 100 divided by total = % missed

%

High % indicates high potential of shrinkageThe cashier may need more training if % is high.

Potential shrinkage dollars $._____________

cctp

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