Guest Service
Guest Service (too...)
Kitchen sink
Communication/The Look
Ownership/
Execution
100
What are the Seven Guest Guidelines?
What is ...Make eye contact and smile. Greet and welcome each and every guest. Seek out guest contact. Project warmth during every guest interaction. Display appropriate at all times. Provide immediate service recovery. Thank each and every guest. These are the basics to great guest service; practice these to build from a solid foundation of service!! All of these are fully executable, even from the limitations of the check stands- Step out in front of the check stand and engage the guest, say hello to our guests as the pass by- Acknowledge our guests waiting in line. Make sure to live them out daily- make them a habit! During a transaction don’t forget to strike up conversation and put the guest in the spotlight, make them the star of the show.
100
By doing this you will set our Courtesies up for success, ensuring better bags for our guests, and make for a more efficient transaction, and overall guest experience?
What is process and organize like items as they are sent down the belt. Sorting items assists our Courtesies in bagging more efficiently and on point with expectations. Ultimately it makes for world class bags! To speed things up be sure to pull the cart through and to the end of the check stand so there is somewhere for the bags to go!
100
These should be completed every Wednesday as to stay up to speed with this quickly changing area?
What is a produce department walk. By completing your walk on a weekly basis according to expectations, you ensure that you are that much more efficient in the check stand and most importantly accurate when ringing up produce items!
100
The 1st thing you should do after clocking in at the start of your shift? 100pts And for an extra 300 bonus points who is our store’s communication guru?
What is taking the first 5! Lots of important information flows through our communication program. It’s imperative to get in the know each and every day as well follow up from your days off! As it stands right now communication is still our #1 opportunity, but like a muscle it’s only going to get stronger when we utilize it. Take the time to internalize the material, think about how you can apply it, and then most of all take action with it on the floor! It's all about attention with intention!! The 3 areas that you should read each day are the U-tube monitor, Commutation board (white dry erase board), and the Front End need to know on the check stand monitor or in the "Front End Need to Know binder." Our Goal for 2015 is to lead the way as a store in communication- 100% in the know!!
100
What are the 5 areas you should religiously check/perform on a WIC check each and every time. (Correct order is required for your answer)?
What are 1. The Date 2. Write down your checker number 3. Line by line execution of the wic check authorized items 4. Fill out the total authorized WIC amount in the total box (be sure to note max values on produce checks) 5. Get the participants signature and check the folder, on each and every check.
200
When is the appropriate time to greet a guest?
What is before you start checking their items AND before you call for a courtesy code. Greet and welcome each and every guest should not come second to anything else. If you do anything else before greeting our guest when they come through your line, you are telling them they are not the most important thing to you. In addition, make sure to make eye contact and smile during that interaction as well. Of course, if it is busy and the guest has a big cart, you’ll want to be proactive/prompt in calling for courtesy help, but make sure that greeting our guests comes first. Finally, don’t forget to acknowledge the next guests in line with something like, “I’ll be right with you” and then thank them for their patience when you are ringing them up. This is an everyday essential and even more crucial to our business during the busy rushes of the holidays!
200
This is the goal and expectation for items/minute scanned?
What is 25 items/minute- This is the goal in order to adequately keep our lines moving at an optimal speed. When our hands stop moving or slow, so do our lines. We have a very high guest count and a low transaction size which leads to one thing, long lines quickly. Balancing our quantity and our quality are even more important in our environment as a result. Keep the great guest interaction and service, just remember to keep your hands moving while doing so! And remember it’s all about your initiative and showing ‘how bad you want it’ so be sure to check in once a week with a PIC to note your progress on your efficiencies; a little healthy competition is always ok too!
200
When adjusting a price on an item, for example a rain check or incorrectly scanning item, you should do so by using this menu feature?
What is the price override function. Accessible under “other functions” and “price override” this feature allows for manual adjustment of a price while still capturing movement for our buyers, CDs, and DMs.
200
When is the proper time to call a code 2?
What is when all scheduled front end associates are already checking and additional help is needed. First remember to always remain professional, utilize proper tone, and allow for adequate response times when calling for any codes. A good rule of thumb is to keep in mind 3’s a crowd, and that means in every line; (If you or other lanes need to be redistributed please do so before calling for help). Again to be crystal clear… a code 1 is for assigned checkers that are not currently checking (i.e. out on special duty or PICs), code 2s when outside of dept help is needed, and a code 3 when all code 1 and 2 associates are in the check stand, and the lines are still at 3 or more guests each. Make sure to acknowledge who was able to respond right away to the code by thanking them. Keep in mind these are general guidelines and good judgment is still your best friend. For example if you have a large cart with WIC and a guest with 1 item behind them…Finally as things settle down please be sure to get our help out of the check stand in this order…code 3 associates first, then code 2, and finally PIC’s.
200
Where can you find detailed cleaning, ownership, and service expectations for you position?
What is the expectations hand out packet. Each of you should have this in your apron at all times. Check it often and become familiar with it so that you are sure to execute and follow through on all elements! Not knowing is just an unwillingness to go and get the answers!! Also along the same thread of thought is the daily. Read it to make sure that you follow through on any assigned duties (till organization, napkins/utensils, or intercoms!)
300
You uncovered the DAILY DOUBLE!! What aisle is pumpkin puree on?
What is aisle 12, in the canned fruit section? The Holidays are right around the corner and there will be many questions about items and where they are located. Familiarizing yourselves now with where items are located so that you can quickly and efficiently lead guests to the item during the busy holiday times is paramount for our service levels! (Be sure to utilize your resources appropriately as not to leave the front end compromised). In order to do this there will be a Holiday quiz coming soon, as well as a cheat sheet to follow, compliments of your new top gun- Arek A!! Congrats to you Arek on this honor! Arek is your go to source for info and support in your roles. Also he will be offering guidance and specific feedback during shifts in order to make us, and you, better!! Also with holidays on the horizon, get familiar with turkey codes!! Does everyone know how to properly ring up turkeys this year?
300
Where is the binder for left behinds?
What is at the GSD in the "Front End Need to Know" binder. The key to left behind is to not have them!! This should be our goal, and in doing so can be accomplished by thoroughly scanning the ENTIRE check stand for items before letting the guest leave. In the unfortunate event of a left behind occurring we need to be sure to document it in the left behind binder. Please include the item description, UPC, where the item was found, date, and your name/initials in case there are questions. The items should then be taken back to the shelf and/or stored appropriately (i.e. frozen items in the freezer, chilled items in the cooler, etc.) Don’t leave these and other go-back items at the GSD.
300
When do you need an approval for a return?
What is when the return is over $10. In situations where a return is over the $10 amount, or the guest does not have a receipt, please intercom a PIC to speak with them BEFORE processing the transaction to have them sign off on the return. In scenarios where alcohol is involved you MUST always call a PIC. Otherwise if the return or credit is under $10 and a receipt is present utilize your best judgment to handle the return/credit and take care of the guest appropriately.
300
When should you communicate with a PIC and the team before leaving the front end?
What is coming on/off shift, on/off break/lunch, or leaving the front for your duties. No its not to micromanage, but rather lets a PIC and the team know where you are so that everyone is aware of our resources to call upon in case service is needed, and ensure that our guest receive a seamless shopping experience. Knowing where everyone allows us to maintain SYNERGY! It allows us to be more efficient with service, and make sure were not shortchanging the guest experience by having too many people on break at the same time, or having too many people out of the front end at any given time. As checkers please also be sure to utilize proper resources, for example there is nothing wrong with letting a guest know that you will be getting someone to help them find something, you don’t have to leave the front end…Bottom line communication is vital to keeping everyone on the same page and the SYNERGY alive in the front end. A great practice is tagging out the next associate going to their break or lunch when you are coming back from yours. This will ensure a smooth transition moving forward into the holidays.
300
When is it ok when taking a guest request to write a note on some receipt tap and give to a PIC or dept manager, or leave it in the till?
What is never. Please utilize the guest request binder at the GSD for guest requests. Keep in mind that you are looking to under promise and over deliver here so just get the guests information and fill out all relevant fields that are asked for on the request sheet. From there leave the form in the binder for distribution to the department manager. Again initiative and ownership are encouraged, so don't hesitate to follow up with the appropriate manager to see where a request might be in the stage of responding to the guest. On a side note refer any special orders to a PIC or the appropriate department so that we can act on these immediately.
400
This is also known as the 8th guest guideline?
What is suggestive selling. There are many sources of great information to increase your knowledge and implement the 8th guest guideline. Look to the field guide, weekly AD, or our weekly get smart items in order to build your product IQ. The key to SALES is to SERVE our guests up with your knowledge, so intercom, talk it up, and utilize the info to sell!
400
When is it appropriate to directly intercom a PIC to a specific location?
What is never. For situational based needs please intercom a line to speak with a PIC about a topic. Many times a situation can be handled more efficiently and/or appropriately over the intercom. Examples of this would be a demo coming on or signing out, an applicant looking for a job or wanting to speak with a manager, a technical issue, or any other issue where there is no specific code that we use. After intercoming a PIC and letting them know what the situation is, take initiative and ownership of the situation by following through with the demo person or potential applicant, letting them know we will be there shortly, or that they are free to wait in the CB seating area until we are able to help them. The why behind this is that when a PIC is called directly it makes for a potentially awkward situation or poorly perceived response by our guests; we may be in guest service, on a phone call, or dealing with a more urgent pressing issue. In all other situations where it is necessary for a PIC to physically respond, utilize the proper code (i.e. 22, 91, 33, code 50, code M, code Susie/Adam, etc.)
400
Are you in the know? What is happening with our coffee program beginning today?
What is new high end specialty coffees! That’s right we have new specialty coffees being offered in our coffee bars. Still sourced and roasted by Equator, these new beans take our offering one notch up. Other important info to be aware of is the disappearing buck a cup, and no that’s not a magic trick. But here’s the skinny on buck a cup and new pricing…do you know the skinny on the rest of these important need to know items from the past couple months? Scanning holiday item upcs, no more condiments in check stand drawers, disco items are a final sale, WIC milk changes, PLUs for holiday kitchen meals, Flowers bread EC04s, no intercom calls to express, how to load the new visa/MC gift cards…can see its important to stay in the know daily!!
400
Holiday orders or special orders for the meat and kitchen departments should be only taken by these individuals?
What is Meat department associates for meat orders. Kitchen manager, floor captain, or chef de cuisine for kitchen orders. This will be vital as we head into the holidays! Lots of orders to track and having them get to the right person is key to not dropping the ball. To ensure a seamless guest experience and reduce the potential errors these individuals above should be the only ones taking orders for these depts. If all are unavailable please refer the guest to a PIC to handle the order. And speaking of not dropping the ball, don’t drop the call. If you find yourself fielding a phone call OWN the call until the guest has reached their destination or been personally assisted by YOU!
400
What is the only dumb question when you don't know something?
What is the one not asked!! You are empowered to go and get the info. Ignorance, assuming, or ignoring a topic is not an excuse to not knowing. Build your knowledge by taking initiative to go and find out. By doing so you will be a force to be reckoned with and set yourself up success in the future!
500
What does "One a Day" campaign represent?
What is one comment card a day? In order to win the service wand 2x this year we must be relentless on serving our guest in such a way that they can’t help but RAVE about us! Look for ways to WOW your guest. It can be as simple as walking out to grab a basket as you bring a guest to your check stand, or remembering your guests names and last conversation with them. It can also come by utilizing your empowerment to go above and such as getting a guest who might have just lost a loved one, a bouquet of flowers, or breaking open a package of an item and sampling to a guest (just be sure to communicate what you used to the respective dept. manager). Bottom line the key is to know that YOU are empowered to go above and beyond!
500
We will be going after this coveted award for the 2nd time in a row this coming year, what is it?
What is the SPIRIT WAND!! Congratulations on winning the spirit wand this past year at the Bag off! YOU made it happen this year with your energy, spirit, drive and AMAZING execution of the plan. In this coming year your performance, our total store camaraderie and team work, as well as executing in all of our expectations throughout the year will lead us to another victory! Make each day’s goal to perform in such a way that you will not only be supporting our Courtesies, but winning the Spirit Wand yet again!
500
True or False- Cleanliness and organization goes hand in hand with safety?
What is True! Cleanliness and organization not only make our store safe for our guests and associates but also makes us more efficient! Take initiative to immediately address out of place items in the front end, unorganized areas, safety hazards (i.e. your check stand, cubbies, drawer, tills, carts/hand baskets, the balloon area, trash or debris, etc.). Our goal is to achieve an "A" in both Safety and Cleanliness every month in 2015, daily contribute to keeping us sparkling clean in the front end!!
500
What communication technology should you not have with you while on the sales floor?
What is your cell phone. All cell phones should be stowed away before coming to the floor, and no your pocket on in the back of the department does not count. Leave your phone in a locker or in your car. The only people that are authorized to have cell phones are Store Directors and PICs and only for emergency or guest service situations.
500
Congratulations you uncovered the Video Daily Double!! This past year we have set the stage to be a contender for this, and in 2015 our ultimate goal is to achieve this coveted award?
What is The Presidents Cup!! Ownership, initiative, independent thinking, and problem solving, while working towards each of our goals will be vital to make this goal a reality! We have all the tools to make this happen, but it’s up to us to utilize them!! Ultimately it’s all about learning and growing in your positions! Continue to learn your craft!! Life will not give you the answers; you must take initiative to GO GET THEM!! Having this mindset now and for the rest of your life will take you further than those not willing to put forth the effort! What do you want to be known for? You have to want it more than you want to breathe!! Vincent van Gogh said this "Your profession is not what brings home your weekly paycheck, your profession is what you were put on earth to do, with such intensity and passion that it becomes spiritual in calling. Create your goals and work daily to achieve them!
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