BOX OFFICE BASICS
When completing a cash transaction, Cast Members should always do this with the Guest’s change.
What is count the change back to the Guest?
One of the best ways to deter external theft is to provide this to every Guest.
What is exceptional Guest engagement?
When dealing with an upset Guest, you should always remain this way.
What is calm?
Emergency egress pathways must maintain at least this much clearance.
What is 44 inches?
Personal belongings should always be secured here.
What is a locker?
Cash should never be counted here while the store is open for business or Guests are present.
What is the Box Office countertop?
A Cast Member sees suspicious behavior. Instead of accusing the Guest, they should continue doing this
What is providing Guest engagement through M.A.G.I.C?
If an interaction begins escalating, Cast Members should never argue or do this.
What is raise their voice?
Spills, debris and loose product on the floor should be handled this way.
What is remove/clean them up immediately?
True or False: A Cast Member can share their discount with a friend or family member.
FALSE
Bills of this value or higher must be checked for counterfeit indicators.
What is $20?
True or False: Cast Members should accuse a Guest of shoplifting when they are sure they saw it happen.
What is False?
If you feel your personal safety is at risk, you should immediately do this.
What is alert a Leader?
According to the Imminent Threat Guidelines, what are the three response options?
What is run, hide, fight?
True or False: A CM can ring up their own purchases
FALSE
The maximum amount of Disney Gift Cards a Guest may purchase in one day.
What is $1,500?
A suspected shoplifter leaves the store. This is the one thing a Cast Member should NEVER do.
What is exit the store and pursue them?
If the safety of Cast Members or Guests is threatened, what are the emergency contacts identified in the Guideline and Procedure?
What is Mall Security, AP or 911?
What does the acronym PASS stand for when using a fire extinguisher
What is Pull, Aim, Squeeze and Sweep?
True or False: A CM who witnesses another CM causing shrink may confront them
FALSE
At Box Office who is responsible for monitoring cash levels and conducting cash pulls throughout the day.
Who are the Box Office Lead and Cashiers?
After an incident, Store Leadership should ensure this is completed promptly.
What is an AP incident report?
When an imminent threat occurs Cast Members should immediately secure the store by doing this.
What is closing all gates and/or doors and following Imminent Threat Guidelines?
Name three emergency/safety resources Cast Members should know the location of.
What are fire extinguishers, first-aid supplies and the DERP binder?
Cast Members should always stay aware of this, both while working and while outside of work.
What are their surroundings?