5 C's
In order, what are the 5C's?
The correct order is: Create, Connect, Convert, Confirm, and Continue.
What is the store's most recent shrink result and what Shrink Tier is the store in?
Our Shrink Result is 0.93%
Our Store Tier is 1
What is a "Recovery Statement" and how do you use one correctly?
A Recovery Statement is a customer service based and non-accusatory question or statement.
What is the RL Hotline Phone #?
1-877-4POLORL
(1-877-4765675)
This is available 24/7 or you can go to www.reportlineweb.com/ralphlauren
When you see someone waiting outside the fitting room, what is the first thing you should do?
Acknowledge the customer, and compliment their items.
What two 5 C's do we use at POS?
Continue and Confirm
What are the top five SHRINK Departments?
Men's Tees and Fleece, Knits, Bottoms, Woven's and Outerwear.
Can you explain the current monthly awareness topic?
“Who is a Shoplifter?”
What is Organized Retail Crime?
Unlike the average shoplifter who takes advantage of opportunity to steal for personal gain, the "booster," or professional shoplifter typically works as part of a well orchestrated team that steals large amounts of merchandise for the sole purpose of reselling on the internet, flea markets and make shift store fronts.
When someone has entered the fitting room, how many minutes after are you required to check on them?
3 Minutes
What three statements do we utilize in "Connect" to engage with the customers?
Merchandise, Social, and Service Statements.
What are the three causes of Shrink?
P.I.E
Paperwork Error
Internal Theft
External Theft
Can you explain the Make a Difference program and do you know the reward amounts?
The Make a Difference Program is a way to anonymously report any suspicious activity you see by your co-workers. Reward Amounts are $500-$1000, or 10% of Recovered Assets.
What are some of the negative impacts of ORC?
Employee Hours and Pay
Poor Replenishment
Decreased Sales
High Shrink
Low Morale
While overseeing the fitting room it is your job to "Build the Basket" in order to increase our UPT. In what way do we do this?
How would you "Convert" a customer on the Sales Floor?
Escort or direct a customer with an open hand to a fitting room.
Continue to offer genuine interest in the customer.
Utilize reflective listening to ensure the experience is tailored to the customers dreams.
What three things can you do daily to prevent SHRINK?
Greeting, Customer Service, Fitting Room Controls, Cables, Sensors, Locking Cabinets, Reporting Dishonesty, ETC.
What should you do if you see someone shoplifting?
Contact a manager, use recovery statements. NEVER follow/chase a shoplifter or directly accuse anyone of shoplifting.
How can you identify an ORC Team?
Members of an ORC team can look like ANYONE
Focus on the behaviors, tools, and techniques these groups utilize to boost from a store.
What are some expected tasks while operating the fitting room?
"Go Backs" which must be completed by the end of your shift.
Cleaning and disinfecting any and all used fitting rooms.
Customer Service, and Standards.
When "Connecting" with a customer what are the Polo Ralph Lauren Standards.
Observe customer behavior and customize & vary connecting approach.
Utilize Open-Ended Questions with NOW Customers.
Utilize Merchandise, Social, or Service Statements with LATER Customers.
How much did we lose at cost for FY2020?
$97,421! This means that we lost $196 EACH DAY we were open for business.
What do you do in an Active Shooter Event?
Get Out
Hide Out
Act Out
When are Professional Shoplifters most active?
Professional Shoplifters are most active on Thursday Friday and Saturday.
62% of these losses occur during these three days. Professional Shoplifting Crews intentionally target these days to take advantage of a busy store team.
Which of the 5C’s do we exemplify in the fitting room?
Connect and Convert