SOP
What is considered being in uniform?
Your GW polo, BLACK slacks, comfortable tennis shoes, and your name tag.
Production members can wear a black sweater and DMH can wear the blue jacket when working on the truck.
- no jeans, athletic leggings, hoodies/jackets with hoods, crocs/slippers, sports teams, etc
When a secret shopper comes to check out, name 3 out of the 6 things that they look for.
1. Were there more than 3 people in line?
2. Was the cashier courteous and professional?
3. Was the cashier knowledgeable about the prices and shopping policy?
4. Did the cashier focus on you?
5. Did the cashier ask you to Round up?
6. Did the cashier say "thank you"?
When are you able to shop?
If a robber comes in and tells the cashier, "give me all your money", what do you do?
You immediately, log out, release til and give them all the money
What are the 6 categories that make up our total sales?
1. Textiles
2. Shoes
3. Wares
4. E/Ms
5. Furniture
6. New Goods
What are the 7 station that should be set to SOP?
1. Cash Wrap
2. Shoe Station
3. Jewlery Station
4. Books
5. Ware table
6. Sorter Station
7. Hanging Station
How many items are allotted in the fitting room at one time?
No more than 5 items
Where should your personal items be held when you are on the clock? (cell phones, car keys, wallets, purse, snacks, etc)
In your locker
In case of an emergency, what two items should never be blocked?
The fire extinguishers and the emergency exit doors
When is the last day of the week to make sales goals and production goals?
Saturday
What is a legal list and the 15 minute drill?
The legal list is at every station. It tells you how your station should look before and after your shift. Only the items on the list are acceptable.
The 15 minute drill should be conducted when you first start your shift. It is to ensure that you have all of your proper materials, and your area is clean. It should also be done the last 15 minutes of your shift.
How many Z racks should be on the sales floor?
No more than 4
Before you leave the building, whether it is on break or leaving the shift, what two things must be done?
1. Check out with the MOD
2. Bag check
When should the sales floor be left unattended?
The sales floor should never be left unattended while we are open for business. There needs to be at least one person present at all times.
What is our daily production goal? Weekly?
1000 a day and 6500 a week
What is the Hold Harmless Procedure?
Hold Harmless is a form the customer must sign with the approval of a manager for liability. This is if they purchase a large furniture item, and they want us to load it in their car. This tells them, that if there are any damages, that we are not responsible.
When a customer makes a donation, what is the proper process?
1. Thank them for their donation
2. Ask them if they would like a receipt
3. Make sure that we mark it down on the tally sheet
4. Code 4 if the bushel is full or if they need assistance
If you see an item that you like and you decide to hide it, or not put out, this is considered what?
Holding Merchandise
In case we have to evacuate the building, where is our central meet up location?
CARVANA
Where do the round ups go?
Back in the system to fund our free training classes offered at the GOC.
Which cleaning chemicals and materials are we allowed to use?
Only the items that are provided to us or items that we have to order.
*Chemicals that come in as a donation should be sold, sent as a return, or trashed
How often does a secret shopper come to the store and when do they come?
They come once a month, and they can come any day at any time
When you see a shopper that appears to be suspicious, what are the proper procedures for frontline team members?
Be aware, be alert, get a good description, and tell the MOD
if you get hurt on the job, what is the proper procedure?
Immediately tell the MOD. If it is something that is treatable through first aid, we will handle appropriately and fill out an incident report. If it is something that cannot be treated through first aid, we would then have you call VMD, fill out the report, and follow the doctors' instructions.
Bonus incentives are paid out every quarter. What are the 4 categories that determine if we qualify for the bonus or not?
1. Total sales with 3% over net
2. Production goal achieved 95% or higher
3. Mystery shop of 90% or higher
4. SOP audit, Safety compliance audit, and DM audit at 85% or higher