5 C's
SHRINK
EMPLOYEE
AWARENESS
ASSET PROTECTION
FITTING
ROOM
100

In order, what are the 5C's? 

The correct order is: Create, Connect, Convert, Confirm, and Continue. 

100

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

100

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. 

100

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

100

When you see someone waiting outside the fitting room, what is the first thing you should do?

Acknowledge the customer, and compliment their items.

200

What two 5 C's do we use at POS? 

Continue and Confirm

200

What are the top five SHRINK Departments?

Men's Tees and Fleece, Knits, Bottoms, Woven's and Outerwear.

200

Can you explain the current monthly awareness topic?

“Who is a Shoplifter?”


200

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. 

200

When someone has entered the fitting room, how many minutes after are you required to check on them?

3 Minutes

300

What three statements do we utilize in "Connect" to engage with the customers? 

Merchandise, Social, and Service Statements. 

300

What are the three causes of Shrink? 

P.I.E

Paperwork Error

Internal Theft

External Theft

300

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. 

300

What are some of the negative impacts of ORC? 

Employee Hours and Pay

Poor Replenishment 

Decreased Sales

High Shrink 

Low Morale

300

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?

Give additional product suggestions that compliments the items the customer has selected. 
400

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. 

400

What three things can you do daily to prevent SHRINK?

Greeting, Customer Service, Fitting Room Controls, Cables, Sensors, Locking Cabinets, Reporting Dishonesty, ETC. 

400

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. 

400

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. 

400

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.

500

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.

500

How much did we lose at cost for FY2020?

$97,421! This means that we lost $196 EACH DAY we were open for business. 

500

What do you do in an Active Shooter Event? 

Get Out

Hide Out

Act Out

500

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. 

500

Which of the 5C’s do we exemplify in the fitting room?

Connect and Convert