RUSSELL & BROMLEY LEEDS
BIBLE ‘17
CONTENT DISPLAYS
INTERIOR WINDOW CASH DESK HANDBAGS LACING
ROUND BACK
STOCK & STAFF ROOM JOBS
STICKERS
STOCK TRANSFER REPAIR WORN FAULTY ODD STOCK UNWORN FAULTY TRANSFER TO WAREHOUSE
5 6 7 8 9
13 14
1 1 1 2 2 2
7 8 9 0 1 2
GOODS OUT
PAPERWORK HOW TO WRITE IT IN THE BOOK RDS
PACKING
HOW TO WRAP HOW TO ADDRESS CHECK SENDING DPD
GOODS IN
DELIVERY GOODS IN BOOK BRANCH TRANSFER
THE SHELF HOLD COG ORDERS REPAIRS
CARDS
LOYALTY CARD GIFT CARD
26 28 29
34 35 36
39 40 41
4 4 4 5
5 6 8 0
54 56
DISPLAYS
WINDOWS INTERIOR CASH DESK HANDBAGS
DISPLAYS ARE IMPORTANT BECAUSE CUSTOMERS BUY WITH THEIR EYES. WE WANT THEM TO SEE US AT OUR BEST AND THE ONLY WAY THAT IS GOING TO HAPPEN IS IF EVERYONE KEEPS D I S P L AY S LO O K I N G T I D Y.
GOLDEN RULE: I F YO U TA K E I T O F F D I S P L AY, R E P L A C E IT.
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INTERIOR Similarly to our window displays, we want our shoes to look in perfect condition at all times and to be nicely presented.
HOW SHOULD OUR INTERIORS LOOK?
HANDBAGS
They need to be displayed without price tags being visible and the security tags must be positioned discreetly. (the same goes for belts)
PROMOTING
Blocked heels and featured heels are to be displayed staggered. (Showing outside of the shoe!!). Our new season and best sellers will always be the main theme in the displays.
FEET
Make sure to only display the RIGHT foot.
Always have the OUTSIDE of the shoe facing forward. Blind lacing on shoes/ bows are neatly presented. Pairs are to be kept tidy with toes and heels touching.
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HOUSE KEEPING Insure all shoes and bags are dust free. Make sure to check if any shoes are missing from the display. Keep shelves dusted. Double check the window doesn’t need a dust.
DONE? If you are unsure about the finish of your interior display, double check with another member of staff. Keep on top of your displays and replace what you take, it will make everyones day easier!
WINDOWS Our windows must be perfectly presented to invite the customer in and show off our products in the best possible way. To ensure this, we must always keep an eye on our displays.
HOW SHOULD OUR WINDOWS LOOK?
HANDBAGS
They need to be displayed without price tags being visible and the security tags must be positioned discreetly. (the same goes for belts).
HOUSE KEEPING Insure all shoes and bags are dust free. Keep shelves dusted.
PROMOTING
Blocked heels and featured heels are to be displayed staggered. (Showing outside of the shoe!!).
FEET
Both the right and the left feet can be on display SO make sure you know which shoe needs to be replaced.
Double check the window doesn’t need a dust.
DONE? If you are unsure about the finish of your window display, grab a member of staff to guide you from the outside.
Always have the OUTSIDE of the shoe facing the window. Blind lacing on shoes/ bows are neatly presented. (See Pg 9 for Blind Lacing) Pairs are to be kept tidy with toes and heels touching. (Unless otherwise stipulated)
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CASH DESK Cash desk is the heart of the shop. Where all the best and worst things happen. Heres how to treat it.
HOW SHOULD OUR CASH DESK LOOK?
TIDY
Keep the cash desk tidy, this means putting away pens and tidying after yourself.
CARRIER BAGS
Keep Carrier Bags Stocked.
Make sure they are tidy and all in the right size order.
SUNDRIES
Keep the sundries filled up, if you sell one, refill it.
LEANING
Notify managment if we have run out of a sundry.
THE CASH DESK IS NOT FOR LEANING ON AND CHATTING AROUND!!!
LOYALTY CARDS
Well stocked in their stand.
Spare box underneath the desk. All the correct way up.
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(This instantly makes our customers feel uncomfortable and we want our shop to promote a happy and welcoming atmosphere)
HANDBAGS Preperation of the handbags for display and how to ensure they are always ready to bring out.
HOW SHOULD OUR HANDBAGS LOOK?
DELIVERY
When a handbag arrives on delivery please: Remove all packing around it. Stuff the bag. Place swing ticket in appropriate place. Security tag the bag. One inside and another on the outside (but subtle).
STUFFING
When stuffing the bag please ensure you do not over stuff the bags as they can then loose their shape.
DISPLAY
Ensure all bags are dust free when you place them on the shop floor.
When using a display stand, ensure the stand is at the right height for the handles, i.e. Bag isn’t sitting off the bottom of the stand or the handles aren’t too slouchy. Use the plastic stands to display clutches and please don’t lean them against the wall!
Place stuffing inside a cloth bag and fold it neatly to fit inside the bag and with the Russell and Bromley logo (on the cloth bag) facing upwards.
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BLIND LACING FOR DISPLAYS Begin straight across on the outside and in through the bottom eyelets. The left (dark blue) end runs all the way up the inside and out through the top right eyelet. The right (light blue) end runs diagonally up and left on the inside, then straight across on the outside. Repeat until lacing is completed.
FINAL LOOK 9
NORMAL LACING If you have to relace a shoe then simply criss cross through the eyelets. It is a simple, quick and effective way of lacing.
ALWAYS LACE THE SHOES FOR YOUR CUSTOMER. ALSO TAKE A SHOE HORN OUT FOR THEM. ESPECIALLY FOR A SLIP ON.
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ROUNDBACK STOCK ROOM
STAFF ROOM
WHILE THE CUSTOMERS WON’T SEE ROUND BACK IT IS AN IMPORTANT PART OF YOUR JOB. GET TO KNOW YOUR STOCK ROOM AND K E E P I T T I D Y.
GOLDEN RULE: IF YOU HAVE DONE EVERYTHING THAT CAN BE DONE, THAT DOESNT MEAN YOU CAN SIT ON THE FLOOR.
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STOCK ROOM The stockroom should be looked after at all times. We want to make sure that everybody can find what they want quickly and easily. So, our stockroom is split between our staff and everybody is assigned certain fixtures to look after.
TIDY
Have the right style in the correct place Colour order Size order Neatly presented (i.e. The boxes mustn’t be broken or incorrectly labelled) Ladders to be closed and put away neatly
SUNDRIES
STAFF ROOM It’s everyones space to chill out, not your bedroom. Clean up after yourself.
TIDY
Clean cutlery, cups and pots after using them. If you spill it, you clean it. Put the chairs back. Empty the bin if it needs it. The fridge will be cleared every Friday, if your food is out of date it will be binned.
Keep the sundries filled up, if you sell one, refill it. Refill from boxes above the sundry section. Notify managment if we have run out of a sundry. NEVER use coloured suede revive in our stock room without sufficent protection. Only use the written off sundires.
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KEEP ALL FIRE EXITS CLEAR. BE SAFE BE HAPPY
JOBS Got nothing to do? Well here is a list of jobs that need to be done everyday. Remember just because they are done in the morning doesn’t mean they are done for the day.
STOCK
Everything is in the correct place. No boxes on the floor/sticking out. If there is a box that is looking battered, rebox it (see page ....). All handbags are correctly tagged and wrapped. (See Pg. for more information on correctly displaying bags.) All handbags are in colour order.
SUNDRIES
Fill up cans, polishes, shoe trees.
TIDY
Stationary fixture, order it if nessesary.
Carrier bags are all neatly stacked and have catalogues in them. Refill the carrier bags from the boxes below if nessesary.
BACK DESK
All belts have tags and security tags.
Throw all empty coffee cups/ bottles/cans in the bin.
All belts are in colour and style order.
Put pens back in the pot.
HOLD SHELF
Recall customers they where contacted: Pre-paid, over 2 weeks ago. Non Paid, over 1 week ago. Repairs, over 2 weeks ago. Service, over 2 weeks ago. COG, over 1 week ago (unless otherwise stated).
Tape all stacked on the plug. Goods out book in the file.
CHECK
If any specials need getting.
Any stock needs sending out. Staff area’s are tidy. All exits are clear of obstructions. Bins need taking out.
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TELEPHONE Awnsering the phone? Calling a customer. A guide to doing so.
CALLING A CUSTOMER When calling a customer always state your name and where you are calling from at the begining of the call. This reassures the customer you have good reason to be calling.
GENRAL OPENERS Good morning/afternoon, this is (INSERT NAME) calling from Russell and Bromley Leeds, your order/repair has come in if you’d like to come collect/pay. Hi there, this is (INSERT NAME) calling from Russell and Bromley Leeds... Hi there is (INSERT C/M NAME) there....YES....Hi, this is (INSERT NAME) calling from Russell and Bromley Leeds...
PICKING UP TO A CUSTOMER This will always appear on the phone as an outside number. pick up the reciever, and press the bottom right orange flashing button then say....
GOOD MORNING /AFTERNOON, RUSSELL AND BROMLEY LEEDS, (INSERT NAME) SPEAKING, HOW CAN I HELP?
GENRAL PHONE STUFF To put someone on hold press the clear button on the far right. This mutes your phone so they can’t hear you.
a pleasent and chirpy tone is always appriciated, think of it as calling your mum.
To transfer a call to another phone in the store press the button with the two people on it and then the phone you’d like it to go to.
Press 9 before typing in the number to reach an outside line.
8 - to call another branch 9 - to call an outside number.
CALLING A STORE When calling a store they are helping you so be nice, the nicer you are the more they will help you.
OPENERS
Hi (insert store you are calling) its (your name) calling from leeds was wondering if you could check me a ladies/mens/ handbag special.
REMEMBER YOUR PLEASE AND THANKYOU’S. YOUR MUM RAISED YOU RIGHT, SHOW IT. Clarify with the branch how you would like the stock to be transfered or sent to c/m. Please use the phanetical alphabet where is needed it is the clearest way to give information.
PICKING UP TO ANOTHER STORE It will come up with the branch name on the phone, just pick it up like..
HIYA (BRANCH CALLING) HOW CAN I HELP? If they need stock see if we have it, and send it over.
CALLBACK
Sometimes shops are busy and don’t pick up. You can leave a call back and our phone will auto dial them when they put the phone down.
If they are busy it will show the option of callback on the screen, press the button below it and the phone will hang up. This means it has worked.
STICKERS
TRANSFERS BACK TO WAREHOUSE WORN/UNWORN FAULTY REPAIRS
A GUIDE TO ALL OF THE STICKERS THAT YOU MAY USE.
GOLDEN RULE: D O I T CO R R E C T LY.
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STOCK TANSFER TO ANOTHER BRANCH
WHAT TO DO Make sure you note it down in the ‘goods out’ book. The sticker goes onto the bottom of the box.
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REPAIR OR CONSIDERATION OF REPAIR
WHAT TO DO Make sure you note it down in the ‘goods out’ book. The sticker goes over the sticker on the front of the box.
REPAIR:
YOU MAY GET ONE OF THE SERVICE DEPARTMENT BOOK PAGES. WITH THESE THE SERVICE BOOK NO. IS THE G NUMBER IN THE TOP RIGHT HAND CORNER.
If you send it for repair make sure you write ‘estimate’ above to get a quote.
CONSIDERATION:
If we are not sure where the fault is, we send it to head office to investigate.
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WORN FAULTY
WHAT TO DO Make sure you note it down in the ‘goods out’ book. The sticker goes over the label on the front of the box.
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ODD STOCK
WHAT TO DO Make a Goods Out on the computer for it, scan the front of the box the pair are in. Make sure you note it down in the ‘goods out’ book. The sticker goes over the sticker on the front of the box. For Odd pairs (two left feet or Two Right Feet) and odd sizes (Two different sized feet)
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WHAT TO DO do goods out as normal. sticker goes on the bottom of the box.
WHAT TO DO write reason there is a fault, this is for stock that is UNWORN. Stick on the front of the box. Do a goods out still. Use with the blue sticker to warehouse.
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WHAT GOES TOGETHER There will always be two boxes on the go. Different things go in these boxes. It is important to put them in the correct bigger box or else they wont go to the correct place.
TRANSFERS BLUE, YELLOW, GREEN DEBITING ORANGE REPAIRS (PINK) POSTED DIRECT. IF YOU HAVE MORE THEN ONE THEN PACKAGE TOGETHEER. PLEASE MAKE SURE ALL YOUR STICKERS CAN BE SEEN AS WELL AS BEING WRITTEN C L E A R LY.
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GOODS OUT SENDING GOODS
PAPER WORK GOODS OUT BOOK
HOW TO SEND OUT GOODS. GOODS OUT BOOK. BOOKING IT OUT.
GOLDEN RULE: IF YOU START IT, FINISH IT.
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PAPER WORK TO SEND GOODS OUT To transfer stock to warehouse or another store, you MUST process it through the system on our till. Here is a step by step guide on how to transfer our goods out:
HOW TO GET TO GOODS OUT Log onto ‘front office’ Click on the • MORE • STOCK • GOODS OUT • AD-HOC CONSIGNMENT •CREATE CODE Now you are on the right page to transfer any goods.
DESTINATION Where are the goods going? Select ‘Destination Type’ click either •STORE or WAREHOUSE If store, which store? •Destination Name to locate the correct store For both WAREHOUSE and STORE, you need to tell us why the goods are being transferred in the Dropbox below.
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REASON BRANCH TO BRANCH Transfer as requested • Requested by another store for a transfer BRANCH TO BRANCH RDS Instruction • Re-distribution of stock when more than one of the same style are being transferred elsewhere. BRANCH TO BRANCH Unwanted E&R • Unwanted items of stock. BRANCH TO WAREHOUSE Unwanted E&R • Unwanted items of stock. BRANCH TO WAREHOUSE RDS Instruction •Re-distribution of stock when more than one of the same style are being transferred elsewhere. BRANCH TO WAREHOUSE Recall • Unworn faulty shoe.
WHEN POSTING THE GOODS TO ANOTHER STORE VIA DPD YOU DO NOT NEED TO WRITE IT IN THE GOODS OUT BOOK.
FINISH CONSIGNMENT On the right hand side, click • EDIT NOTES State the week. If the shoes are going direct to a c/m for another store state the c/m’s Name, Address, Telephone No. in this area. To add the goods to the transfer, • EDIT ITEMS • SCAN the items NOTE: 6 ties is the maximum you can transfer out, or, it is unlimited to transfer a singular carton. Click •DISPATCH
WHAT’S NEXT? After you have dispatched the goods, you must open and print the consignment TWICE (one copy for us and one copy for them).
YOU AND ANOTHER MEMBER OF STAFF MUST SIGN THE COPIES AND MAKE SURE THAT: SHOES ARE A PAIR NEATLY PACKED COLOUR, STYLE, SIZE ARE ALL CORRILATED WITH THE BOX AND WHAT IS WANTED.
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SERVICE DEPARTMENT
THIS IS FOR SHOES THAT ARE BEING SENT TO S E R V I C I N G O N LY.
In order of information left to right. Service column is DATE Destination column is the TRANSACTION NUMBER Number of ties is the number of boxes you are sending tied together to that branch.
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GOODS OUT
THIS IS FOR ALL STOCK MOVEMENTS. EVERYTHING THAT LEAVES MUST BE WRITTEN INTO THIS BOOK.
In order of information left to right. Service column is DATE Destination is where the transfer is going. Invoice No. is the last 4 digits on the transfer sheet. Number of ties is the number of boxes you are sending tied together to that branch.
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RDS RE-DISTRIBUTION OF STOCK. As a shop we will get an instruction through the till about sending stock to other branches or back to warehouse. This normally happens around sale time and when new season comes in. This is how to do the paper work.
Log into front office Click on MORE STOCK GOODS OUT AD-HOC CONSIGNMENT Select either STORE or WAREHOUSE Select which branch it is going to (if it is a store) Delivery method: VAN OR DPD Go to EDIT ITEMS and scan the goods EDIT NOTES: Make sure that you add the week, as well as the RDS number. DISPATCH VIEW CONSIGNMENT PRINT x2 Write in the ‘Goods Out book’
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HELP!!! LOOK AT THE GOODS OUT SECTION TO READ ABOUT HOW TO PACKAGE YOUR PARCEL AND FILL OUT THE THE GOODS OUT BOOK.
DPD
As a shop we will get an instruction through the till about sending stock to other branches or back to warehouse. This normally happens around sale time and when new season comes in. This is how to do the paper work.
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PACKING
HOW TO PACK FOR CUSTOMERS HOW TO PACK FOR SHOPS
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WHEN PACKING FOR A CUSTOMER THINK OF PRESENTATION, THIS IS HOW WE WOULD LIKE OUR PARCLES DONE. ALSO HOW TO DO KNOTS.
GOLDEN RULE: PRESENTATION IS EVERYTHING. WE WANT CUSTOMERS MARVELING AT OUR PACKING.
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FOR CUSTOMER
Whether the customer is ours or we are doing it for another shop we want the goods to look their best. This is how we would like customer goods packaged. Paper around the box like normal, seal with a small amount of clear tape.
With brown Russell and Bromley tape seal the top seam of the box.
Fold the right and left sides of the paper inwards to be flat with the box.
Go to one end, place a piece of tape at the bottom, cut to size (only covering the end).
Fold top triangle down (Cut off any excess).
Do this at the top.
Fold up bottom triangle. Tack with clear tape. Repeat on opposite side.
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Tape in the middle. Repeat on other side. Stick DPD sticker on the clear side.
FOR STORE
HOW TO MAKE A SLIP KNOT FOR TIEING BOXES. Make a loop by doubling string. Double back toward the loop and let the string form a second loop.
DPD Unfold DPD bag. Put shoes inside bag. Seal it bag with sticky seal. Stick on destination label.
Make one or two turns with the string and around to double line and through the loop. Pull tag end to snug up the turns. Knot can now be slipped.
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HOW TO ADDRESS CHECK An address check is a way that we can clarify the customers address. this can be done quickly while the customer is in front of you.
Log on as normal. Put through the sale. Ask the customer if they have a loyalty card, if they do then scan it. Press the back button to imput the customers address. REPAIRS ADDRESS CHECK Imput the customers name, as this will appear on the top of their reciept. Press NEXT Imput postcode and search it. Confirm the first line of their address. OKAY Total and put through the sale as normal. By doing this you are confirming that their address is the correct one. Mistakes are easily made and this garentees that it isn’t made. The address will now be printed in block capitals in full on the top of your reciept.
IF THE ADDRESS DOESN’T COME UP THEN CHECK IT THROUGH DPD. THERE SYSTEM IS NEWER SO HAS NEW BUILDS. 35
SENDING DPD This applies for sending anything by DPD whether it be store or customer.
Go onto the start button and select WEBSITE. Password for website is store29 Double click DPD Password for DPD is leeds29 Click SHIPMENTS CREATE SHIPMENT ENTER POSTCODE options for first line of address will then come up select the correct address ENTER NAME OF RECIEVER Customer Name or Russell and Bromley if it is going to a shop. ENTER CONTACT DETAILS At the bottom of the screen there is a section to enter a telephone number. Enter either the shop number or customer number. Double check all your information the click PRINT NOW. It will print from the front till, the secure this to the package with a sticky back slip.
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GOODS IN
GOODS IN DELIVERY REPAIRS GOODS IN BOOK
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WHAT TO DO WHEN YO U G E T T H E D E L I V E R Y. REPAIRS. WELL, EVERYTHING THAT COMES INTO STORE
GOLDEN RULE: G E T S O M E O N E T O H E L P. MANY HANDS MAKE LIGHT WORK.
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DELIVERY We get a lot of stock coming through regularly in our deliveries and we need to make sure that these are noted down and double checked with the manifests that are given.
IF THERE IS SOMETHING MISSING FROM THE MANIFEST, PLEASE LET ONE OF THE MEMBERS OF MANAGEMENT KNOW. The stock will have to be separated between the members of staff that are on that shift that day (try to be fair whilst doing this e.g. group the same styles/colours together).
THE SPECIALS WILL HAVE TO BE ORGANISED BY THE TILL IN THE BACK. PLEASE MAKE SURE YOU PULL THEM. ON THE WAREHOUSE SHEET SPECIALS APPEAR AT THE BOTTOM LIKE:
********SPECIAL******* It is very important to check the goods carefully to make sure it is in a good condition before contacting the customer.
NOTE
When you're calling customers to say stock is in, make a note on the order form of the date you contact the customer, your initals and if you got hold of them. Use this key.
C/A - CALL ACCEPTED M/L - MESSAGE LEFT N/A - NO AWNSER (CUSTOMER HAS NO VOICEMAIL)
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GOODS IN BOOK
We need to report what stock comes into store through the Goods In Book (located by the back till) Every manifest you will have to write where the goods have been transferred from, the manifest number. (found on the top right hand corner) The MANIFEST TOTAL (on the bottom of the last page)
THIS SHOULD BE ENTERED EACH TIME SOMETHING COMES INTO STORE!! Please remember to check the goods against the consignment sheet from other branches to confirm what we should/have received You must sign the manifests ( just to show that it was you who OK'd the Goods into store) and file them in the GOODS IN, GOODS OUT FILE behind the front till.
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BRANCH TRANSFERS other branches can transfer us stock in two different ways: Van or DPD. Heres how to deal with both.
VAN
Stock that is on the van will come into store with the warehouse delivery. They will be indervidually wrapped with string. Unwrap string from the box.
Check the shoes, are they a pair, in the correct box and in good condition?
The DPD man will bring us all our deliveries. Undo the bag. Check the shoes, are they a pair, in the correct box and in good condition? Cross check the stock with the orders, see who’s shoes they are.
Cross check the stock with the orders, see who’s shoes they are.
Find the corrilating order form and put it with the shoe.
Find the corrilating order form and put it with the shoe.
Repeat this for all the stock.
Repeat this for all the stock.
Call the customers to tell them their stock has arrived.
Call the customers to tell them their stock has arrived.
When you have called put the stock on the shelf.
NOTE, DO THINK ABOUT THE TIME, WOULD YOU WANNA GET A CALL AT 9AM ON A SATURDAY? When you have called put the stock on the shelf.
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DPD
NOTE ALL THIS STOCK MUST BE WRITTEN INTO THE GOODS IN BOOK AND THE THE PAPER WORK FILLED.
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THE SHELF HOLD
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ORDERS COG
REPAIRS
A TIDY HOLD SHELF HELPS WITH E V E R YO N E S DAY. THIS SECTION IS ABOUT WHAT IS ON THERE AND HOW TO ORGANISE IT.
GOLDEN RULE: KEEP IT TIDY
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HOLD
ON HOLD FOR HARSH CHHAYA 07888888888 E.O.D 8/11/17 REF: KATE AUT: LAUREN
When placing goods on hold for your customer please insure you have taken down their name and number, clearly state until when the item will be placed on hold. A member of management needs to authorise this. (E.O.D): end of day/any other time of the day then please state.
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COG CUSTOMER OWN GOODS C.O.G RAMSAY 07888888888 #1234
All goods that have been paid for by the customer can be kept in store, this can be convenient when a customer has more shopping to do or doesn’t want to carry the box around! When keeping C.O.G in store please write the customers name, their transaction number and a contact number on a piece of paper and attach it to the bag. Please write C.O.G on the top of the customers receipt and when they come to collect their bag ensure you check the receipt details and mark the receipt as collected and put your initials.
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ORDERS
072840247199
WHY PRE-PAID All of our orders are pre-paid to secure the stock for the customer. We can do unpaid but this is at managments descression. Always check the stock is avalible at 3 or more store before taking payment.
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IF THE STOCK IS GETTING POSTED DIRECT TO YOUR CUSTOMER THEN PLEASE ADDRESS CHECK THEM WHILE THEY ARE INSTORE TO GARENTEE WE HAVE THE CORRECT ADDRESS. SEE PG 35 FOR GUIDE.
DONT FORGET TO DOUBLE CHECK THEIR CONTACT NUMBER. GET A MOBILE IF IT IS BEING DPD’D
WHAT TO DO WHEN IT COMES INTO STORE When an order is placed you fill in a yellow slip. This yellow slip should be placed into the shoe box with the customer details hanging out over the label. Once your customer has been called, this box is placed on to the shelf with all the other orders. When left on the shelf the box should be secure with the name and telephone number of the customer clear.
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ORDERING FROM WAREHOUSE
REPAIRS SEE PG18 FOR HOW TO DO A REPAIR.
JOHN DOE 07888888888 £45.00 1234 SPOKEN TO 02/02/17 FP
WHEN A REPAIR COMES BACK When a repair comes back to store, look at the receipt to see what work needed to be done and ensure it is complete. If you are unsure on whether the work is complete ask management. When you are happy with the work, call the customer to let them know it is back in store and tell them the cost (if there is one). Then put a white sticker on the front of the box with the:
CUSTOMERS NAME, CONTACT NUMBER, RECEIPT NUMBER PRICE
After you have spoken to the customer or left a message, in red pen make a note of this along with your initials and the date.
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MARKING IT AS DONE When done go on to head office computer and use option 4, then find the repair and select the one you need. To make a note on the system to say whether you have spoken to the customer or left a message along with your initials and the date. Use option F5 and enter the details, this would be the:
DATE RECIEVED C/M TOLD YOUR INITALS
When your happy, press Ctrl, followed by ‘Y’ to confirm.
GOT A CUSTOMER ASKING YOU HOW MUCH A REPAIR MAY COST, IT IS ON A SHEET ON THE INSIDE OF THE DOOR BY THE CASH DESK WITH A LIST OF REPAIRS AND THEIR PRICE.
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CARDS LOYALTY CARD
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GIFT CARD
HOW TO SET UP AND SPEND GIFT CARDS AND LOYALTY CARDS.
GOLDEN RULE: I F Y O U N E E D H E L P, A S K F O R I T .
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LOYALTY CARD Our loyalty card scheme is to make sure our customers get the most out of our store. From the moment the customer enrols with Russell and Bromley, they will start earning valuable points on each purchase (whether online or in-store). To redeem the points to rewards it will be in store or over the phone only These points are only valid per season (April- September / October- March) For us to set this up for our customer, we need to make sure that we collect their details (within the leaflet) and set the card up for future use.
ALL WE NEED IS CONTACT DETAILS How do we do this? Log onto front office Click on ‘Customer Loyalty Details’ Scan loyalty card Fill in the details (name, postcode, email address) Press Ok. On to the next.
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HOW TO SPEND A VOUCHER How do we know they have a reward? When you scan your customers card it will come up on the till like this:
FLORENCE PACKER LS6 1PW LOYALTY REWARDS: 1,000 The bottom bit is what we care about. 1,000 = £10 1,500 = £15 If you see the customer has a reward do ask them if they wish to have that off their purchase.
HOW TO TAKE IT OFF After you see they have a reward press okay. You will have the option for the customer to spend after you click total. Loyalty Reward. Enter amount presented on the reward screen. IE 1000. This will automatically be taken off the purchase.
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GIFT CARD YES! WE DO OFFER GIFT CARDS! These are by the front till (if there isn’t any there, please re-fill them- they are with stationary by the office.) Our gift cards are valid for 24 months and can be redeemed in store or over the phone. A value of £10-£500 can be put on one (and anything in between) If a customer wishes to put over £500, do it on another gift card so in case the customer ends up losing the gift card it wouldn’t be as painful.
HOW TO SET UP A GIFT CARD
HOW TO PAY WITH A GIFT CARD
Log On
Log On
Click MORE
Put through sale as normal
GIFT CARD
TOTAL
SCAN GIFT CARD
MORE TENDER
ENTER AMOUNT the customer wishes to add
GIFT CARD
Total The customer will PAY as normal
It will come up with the amount of money on the gift card, double check they would like to deduct this amount from their purchase. If there is a remainder to pay then you pay as normal for this amount.
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SHOES
SUNDRIES. STYLES. SOLES. LACINGS.
ALL YOU NEED TO KNOW ABOUT OUR SHOES.
GOLDEN RULE: ASK A SUPERVISOR, WE KNOW EVERYTHING.
CLASSIC RANGE All of these finishes will be stocked all year round in the majority of our classic shoes as well as featuring in the heritage range. While they are the simplist to care for, you better sell the right stuff.
REMEMBER YOU CAN SELL SHOE/BOOT TREE’S WITH EVERYTHING.
SUEDE REVIVE suede revive when it is coloured is basically spray paint for shoes. It will stain anything in the area.
WE ALWAYS RECOMMEND TO USE A NEUTRAL SUEDE REVIVE AS THIS WILL GIVE THE SHOES A NEW LEASE OF LIFE. If the customer insists that they need the coloured revive, encourage them to patch test it before spraying the whole shoe as the colour may be slightly different.
IT SHOULD BE USED IN A WELL VENTALATED AREA WITH EVERYTHING COVERED.
CALF
PATENT
NEUTRAL POLISH. POLISH CLOTH. NANO PROTECTOR.
PAT E N T G LO S S S P R AY. POLISH CLOTH.
HIGH SHINE LEATHER
NUBUCK
HIGH SHINE SPONGE.
WAXED AND OILED. SUEDE BLOCK
SUEDE
SHINEY SNAKE
NANO PROTECTOR. SUEDE BLOCK.
PAT E N T G LO S S S P R AY. POLISH CLOTH.
PRINT SUEDE
GLITTER FABRIC
NANO PROTECTOR. SUEDE REVIVE.
NANO PROTECTOR.
SEASONAL All of these finishes are brought out at different times of year, they are changable but this is how to care for them.
REMEMBER YOU CAN SELL SHOE/BOOT TREE’S WITH EVERYTHING.
VELVET
NANO PROTECTOR.
PEARLISED LEATHER
NOTHING.
FABRIC
METALLIC PATENT
GLITTER
METALLIC LEATHER
NANO PROTECTOR.
NANO PROTECTOR.
PAT E N T G LO S S S P R AY.
NANO PROTECTOR.
HAIR CALF
SUEDE BRUSH. NANO PROTECTOR.
MULTI FINISH
FOR THESE YOU JUST SELL ALL THE SUNDRIES THAT APPLY TO THE AREAS.
TYPES OF SOLE These are the different types of soles, although they may look slightly different from this selection they will be one of these 4.
RUBBER SOLE Best wearing qualities. Waterproof. Easily resoled. More rigid then other soles.
LEATHER SOLE Will need regular resoling. Needs sole gaurd to make sole waterproof. Semi-flexible, more so then rubber, less then driver. Doesn’t grip very well.
DRIVING SOLE
SEBAGO SOLE
Made for driving in.
Made for boating in.
Extreamly flexible.
Flexible.
Good grip.
Great grip, specially made for use on wet surfaces.
TYPES OF SHOE LADIES Different names of womens shoes. Mens shoes in the same style are called the same.
CHELSEA BOOT DRESS BOOT/ ANKLE BOOT CONSEALED WEDGE BOOT
SHOE BOOT BLOCK HEEL ANKLE BOOT RIDING BOOT
IF YOU DON’T KNOW WHAT A CUSTOMER IS ON ABOUT THEN SHOW THEM DIFFERENT STYLES TO GUIDE YOU IN THE RIGHT DIRECTION. THIGH HIGH BOOT
BALLERINA PUMP/PUMP
FLATFORM/CREEPER/BEATLE CRUSHER PENNY LOAFER
TRAINER/SLIP ON/ SNEAKER/ PUMPS
MARY JANE/ COURT
SMOKING SLIPPER/ SLIPPER
PLATFORM COURT
SLING BACK
TYPES OF SHOE LADIES Different names of womens shoes. Mens shoes in the same style are called the same. WEDGES
MULE/SLIP ON
SLINGBACK PEEP TOE
ESPIDRILL WITH ANKLE SHOE BOOT WITH PEEP TOE
STRAPPY PEEP TOE
MULES/SLIDER
CLOG
T-BAR/STRAPPY/BLOCK HEEL SANDLE BLOCK HEEL SANDLE
BOAT SHOE/SEBAGO
ESPIDRILL
TYPES OF SHOE MENS Different names of mens shoes. Womens shoes in the same style are called the same.
LOAFERS
MONK STRAP
PENNY LOAFER
MOCCASIN
SNAFFLE LOAFER
TASSLE
SLIP ON/SNEAKER
MONK STRAP WITH TOE CAP
OXFORD WITH TOE CAP
OXFORD WITH BROGUEING
DESERT BOOT
HIKING BOOT CHELSEA BOOT
TYPES OF SHOE MENS Different names of mens shoes. Womens shoes in the same style are called the same.
BOAT SHOE/SEBAGO
THONG/TOE POST SHOE
DRIVING SHOE
TOE LOOP SANDLE
LACE UP WOVEN SHOE
SLIDER
SLIP ON WOVEN SHOE
MONK STRAP WOVEN SHOE
DERBY LACE Best for someone with side feet or a high instep. Can be tightened more then other laces.
OXFORD LACE Can only be tighten as much as shown. Smarter looking finish.
MONK STRAP Can only be tighten as much as shown. Comes as a single or double.
TYPES OF HANDBAGS SHOPPER
Larger in size, with out many pockets or sections. Perfect for putting all your shopping in.
TOTE
Medium sized bag, has pockets and sections. May come with a cross body strap. Most casual day to day use handbags are totes.
HOBO
Unstructered style. Can be any length strap. Ushally in suede or a soft leather.
CROSS BODY/ SATCHEL
Smaller in size with a cross body strap. Normally with a selection of compartments.
BACKPACK Has two straps that go over the shoulders. Sits on your back.
CLUTCH Smaller in size sometimes with a strap that will tuck away. Commonly small enough to hold in one hand easily.