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Custumer Service - Retailing Store Operations
Terms in this set (34)
What is meant by loss prevention?
• Protecting assets of store
• Keeping track of merchandise by watching what goes on in fitting room.
• Follow store or company's policies and procedures.
• Minimize shoplifting opportunties
What types of store assets require monitoring?
Fixtures, customers, employees, merchandise being sold, building, cash.
What is 'shrinkage'?
Reduction by theft or employee errors.
Theft falls under what 4 categories?
•Credit or debit cards
•Stolen or bad checks
What are two types of losses?
•Other types of loss
A key factor in offering excellent customer service and the best way to prevent shoplifting is -
Acknowledging and greeting all customers in a friendly manner as they enter the store.
What are three things you can do to prevent loss?
• Acknowledge all shoppers who enter the store.
• Attach and remove security devices
• Manage and clear fitting rooms.
What customer service practice deters theft?
Engaging - speaking to customers as they enter the store
Ex. Hi, welcome to Best Buy. Is there anything in particular that you are looking for?
Types of fraud
Counterfeit money, stole credit or debit cards, price tag switching on products, refund fraud abuse, stolen or bad checks
You are busy stocking shelves in the back of the store when a customer walks in. What should you do?
Stop what you're doing and move to the front of the store to greet the customer.
If a customer wants to purchase an item with the wrong ticket price, what should you do?
Acknowledge your error and honor the ticket price.
After finishing with the customer, replace the incorrect price tag.
A customer needs your help finding an item and your unlocking tool, for removing ink tags is lying on the counter, what should she do?
Put unlocking tool out if the reach of the reach of shopper, before assisting customers, to avoid it being stolen.
Three things you must witness before you take action on a perspective shoplifter?
Must pick item up
Must conceal the item
Must leave the store without intends to pay.
What are three signs of a potential shoplifter?
• inappropriate clothes for the season.
What is meant by pre-priced inventory?
When merchandise arrives at the store with price tags already attached-- and can be place on the floor as soon as it is Checked in.
What is meant by unpriced merchandise?
Merchandise arriving in the store that requires an employee to attach the appropriate price tag.
Why is it important to prevent and report pricing errors?
• errors cause stores to lose profits.
• customer trust and loyalty are negatively affected.
What are three things you should do before any items go on sale?
• check that the advertised sale price comes up when it is scanned.
• ensure that the signage price is correct.
• make sure the price tags reflect the price change.
What are your biggest concerns about red flags?
Company taking a loss
What three things MUST you witness before taking action against a person
Pick up an item
Conceal the item
Leave the store without intending to pay for the item.
Employee theft us described as a major source of shrink by what percent?
What might a potential employer do to guard against employee theft?
Pre-employment background checks.
Bag checks before leaving the store.
List some retail security devices.
Security guards, security gates, chains, cameras, sensors, alarms, mirrors, magnetic strips, electronic article surveillance (EAS) devices, wires
If you find evidence of shrinkage you should --
• Inform the appropriate manager or security personnel
• Complete any and all necessary reports and paperwork for replacing and notification of company officials and law enforcement
• Maintain accurate records for insurance purposes and inventory tracking
• Beware of the inventory in your area and how often it needs replacing. You may have a shoplifter on your hands.
What are signs of possible theft?
Loitering, oversized clothing
What is a key aspect of inventory management?
Creating and maintaining an accurate paper trail of products received and sold.
What do you think is the first thing that should be done when merchandise arrives at your store?
Follow store procedures (ex. Sign for packages, unload truck, unpack merchandise, price items
What is a purchase order?
A detailed list of vendor items requested by the store.
What is a packing slip?
A slip listing quantity and type of merchandise that the vendor sends to the store.
What is a 'split-ship'
Items on the same purchase order arriving at different times and in different shipments.
A physical inventory performed periodically to ensure accuracy of the inventory records being kept
How often are periodic inventories performed?
Yearly or bi-yearly
What are the 4 ways of handling return merchandise that is damaged?
Placed on clearance
Returned to vendor
What do merchants do with excess inventory?
• Given to charity
• Thrown away
• Sent to a liquidation center
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