If an RSPU sits in the hold closet after two weeks, this is the action needed to clear that pesky abandoned alert.
What is order cancellation
100
The dark side flows through shrink...so use these ASAP to correct our inventory.
What is an IDF
100
These tasks should be done twice every day regardless of who is working at Customer Service.
What are opening and closing duties.
100
This is where we pass of pertinent information after the end of every shift.
What is the Frontline Communication Log
100
This mandatory day occurs twice a year. It ensures our on hands our correct and measure our entire shrink/loss.
What is physical inventory
200
I see you want to buy a shiny new bike. Don't forget to check this box off...and don't forget to sign it!
What is the LRW (Liability Release Waiver)
200
These droids are filthy! Unfortunately we cannot mail these since they are not ____ ______.
What is first quality
200
"I want to buy this Hydro Flask over the phone...what do I need to do to make it happen?"
What is a pre-paid hold
200
"I want to sign up for the upcoming National Park class. Can you help me do that?"
Where can you locate this at?
What is Event Registration
200
In addition to physical inventory, this weekly stocking priority ensures we are current on high shrink departments/product/
What is cycle counts
300
"Oh shucks...I won't be back from my business trip after two weeks. Is there a way I can pick my item up in 4 weeks? That would tickle me pink." (hint hint)
What are pink slips ("picked up in SOM" slips)
300
It's Return of the REI-Outlet. How do you correctly process a return?
What is:
1)Process as return
2)Select Order Invoice
3)Choose State to calculate tax
4)Manually input SKU from invoice
5)BOOM
(DO NOT SCAN ANYTHING!)
300
Check the retail inventory updates page every month to review this end cap.
What is bar of the month
300
Agent Smith here. I need to buy these binoculars to spy on Mr. Anderson in the matrix. Is there anything I need to fill out?
What is a tax exempt form
300
This is a primary visual focal point at the registers. It also ensures we can drive add-ons.
What is the FSO/cash wrap
400
Francisco is in the store to pick up his car top box. The order is in Ready for Customer Status, but there is a payment hold. The order has a bankcard as the only payment. What do you do to proceed? (Two part answer)
What is cancel the order and re-ring item in POS.
400
A new hope...this new system alleviates confusion on who is doing SIF.
What is SIF hierarchy
400
We should be checking this as soon as we clock in. It contains lots of useful information including Knowledge Base, Daily Line-ups, and anything CS tool related
What is Storefront
400
"I really want to buy this specific bike that REI doesn't carry. How can I get it?"
What is a SPO (special order)
400
This new standard falls under visuals and loss prevention.
What is GPS (gear protection standards)
500
You shall not pass! This is the most important thing to gather from the customer before proceeding through SOM.
What is e-mail capture
500
It's 3pm and Vader has left the building. This step of SIF is crucial to finalize fulfillment.
What is confirm shipments
500
This is our new phone policy when we put customer's on hold.
What is pick up after each time it rings.
500
Every Tuesday this will be a Customer Service to-do. It may be generic but it is another communication tool.
What is checking e-mails
500
It's no crime scene, CSI is a major contributor in getting store of the year. What are the 4 key metrics under CSI that we need to hit?
What is quick check out, knowledgeable employees, employee availability, friendly & courteous