Policies & Procedure
How many people does it take to say "no" to a guest
2
What is the first step in any emergency situation? (if safe to do so)
Close and lock the gate
How do gotta haves and love 2+ correlate?
Selling an add on with a toy gives you your two-item transaction!!!
What is our UPT goal?
2.44 + OR up 1.5% to LY
How often does the BUZZ come out?
once a month
What is the A.C.T. guest service steps
1. Acknowledge 2. Connect 3. Thank
Explain the 2,2,2 ladder method
2 people to move the ladder, 2 people on the ladder (one holding, one climing) 2 people to put away the ladder
What are the Meets Expectations ( 2 Score) for Batteries, Toy Cleaner, Lube, and Aftercare?
B:60% TC:31% L:20% AC:11%
whats the most important thing of a 2+ transaction
The plus!
What is spencers motto?
Life's a party, we're making it fun
who can take out damages trash?
ONLY management
After calling POS and pressing the star key, who does that contact?
any LP manager on call
why are our batteries better for our products then other battery brands?
our batteries are the correct length ( a bit bigger then regular batteries and double wrapped) and they are the correct voltage as to not heat the motor in the toy.
What is our ADS goal?
$38.00 +
What is our Loyalty goal?
75% - 80%
What are the 5 steps of A.S.C.O.E
1.Approach 2.Select 3.Conceal 4.Observe 5.Exit
When should mall security and/or law enforcement be contacted?
if you ever feel uncomfortable
What are the Exceedes Expectations ( 4 Score) for Batteries, Toy Cleaner, Lube, and Aftercare?
B:70% TC:40% L:20% AC:18%
What's our loyalty cap (max amount) for free t-shirts?
T-shirts- $26.99
What is the difference between the lighting line and the best place to work line?
best place to work is to share ideas and suggestions; the lightning line is to report business abuse or if you're uncomfortable.
Who can fufill a BOPIS/BOSS order?
any member of management and every sales associate that has been shadowed 2+ times
What is Spencer's safety motto when it comes to de-escalation?
Accommodate, don't escalate
A guest walks up with a clearance battery operated rabbit toy. What add ons do you recommend to them?
(name 4)
1. Toy Cleaning wipes
2. The correct battery size
3. water-based lube
4. personal wipes
5. Arousal Creams
6. sexual enhancements
7.condoms
What are the meets expectations ( 2 score) goals for 2+ reguarding t-shirts, Jewelry, love and overall?
T-Shirts: 57% Jewelry: 53% Love: 50% All: 60%
What's our loyalty program benefits? (name 3)
1. buy 4 get 1 free tees
2. buy 6 get 1 free jewelry
3. Birthday discount
4. Members only discounts
5. Members only coupons