How it is to be printed pdf.
• STOCK TANSFER TO ANOTHER BRANCH •
• REPAIR OR CONSIDERATION OF REPAIR •
• What To Do •
• What To Do •
Make sure you note it down in the ‘goods out’ book.
Make sure you note it down in the ‘goods out’ book.
the sticker goes onto the bottom of the box.
The sticker goes over the sticker on the front of the box. REPAIR: 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.
• WO R N FAU LT Y •
• ODD STOCK •
• What To Do •
• What To Do •
Make sure you note it down in the ‘goods out’ book.
Make sure you note it down in the ‘goods out’ book.
The sticker goes over the label on the front of the box.
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)
DISPLAYS WINDOWS • INTERIOR CASH DESK • HANDBAGS
• INTERIOR •
• WINDOWS •
Similarly to our window displays, we want our shoes to look in perfect condition at all times and to be nicely presented.
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 INTERIORS LOOK?
HOW SHOULD OUR WINDOWS LOOK?
• Handbags •
They need to be displayed without price tags being visible and the security tags must be hidden discreetly (the same goes for belts.).
• Promoting •
Blocked heels and featured heels are to be displayed staggered. (Showing outside of the shoe!!).
• Feet •
Make sure to only display the RIGHT foot.
• 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? •
Always have the OUTSIDE of the shoe facing the window.
If you are unsure about the finish of your interior display, double check with another member of staff.
Blind lacing on shoes/ bows are neatly presented (See page... for instructions).
Keep on top of your displays and replace what you take, it will make everyones day easier!
Pairs are to be kept tidy with toes and heels touching.
• Handbags •
They need to be displayed without price tags being visible and the security tags must be hidden discreetly (the same goes for belts.).
• Promoting •
Blocked heels and featured heels are to be displayed staggered. (Showing outside of the shoe!!).
• Feet •
Both the right and the left foot can be on display SO make sure you know which shoe needs to be replaced. Always have the OUTSIDE of the shoe facing the window. Blind lacing on shoes/ bows are neatly presented (See page... for instructions). Pairs are to be kept tidy with toes and heels touching.
• House Keeping • Insure all shoes and bags are dust free. Keep shelves dusted. 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 (play customer!).
• 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 •
• Leaning •
Keep the cash desk tidy, this means putting away pens and tidying after yourself.
THE CASH DESK IS NOT FOR LEANING ON AND CHATTING AROUND!!!
Keep the sundries filled up, if you sell one, refill it.
(This instantly makes our customers feel uncomfortable and we want our shop to promote a happy and welcoming atmosphere)
• Sundries •
Notify managment if we have run out of a sundry.
• Loyalty Cards • Well stocked in their stand. Spare box underneath the desk. All the correct way up.
• Loyalty Cards • Keep Carrier Bags Stocked. Make sure they are tidy and all in the right size order.
• 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 the plastic tag/ additional black fabric tag that sometimes is attached to the swing ticket, then place one security tag on the same side as the swing ticket and one in an interior pocket
• Stuffing •
When stuffing the bag please ensure you do not over stuff the bags as they can then loose their shape. Place stuffing inside a cloth bag and fold it neatly to fit inside with the Russell and Bromley part of the cloth bag facing upwards.
• Display •
nsure all bags are dust free when you place them on 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!
• 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.
HOW SHOULD OUR STOCKROOM LOOK?
ROUND BACK
STOCK ROOM • STAFF ROOM CASH DESK • HANDBAGS
• 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)
• Sundries • Keep the sundries filled up, if you sell one, refill it. Refill from boxes above Notify managment if we have run out of a sundry. NEVER use coloured suede revive. Only use the written off sundires.
• STOCK ROOM •
• STAFF 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.
It’s everyones space to chill out, not your bedroom. Clean up after yourself.
HOW SHOULD OUR STOCKROOM LOOK?
HOW SHOULD OUR STAFF ROOM LOOK?
• Tidy •
• 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)
• Sundries • Keep the sundries filled up, if you sell one, refill it. Refill from boxes above Notify managment if we have run out of a sundry. NEVER use coloured suede revive. Only use the written off sundires.
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.
• PRE PAID ORDERS
H A R S H C H H AYA 07888888888 £45.00 1234 SPOKEN TO 02/02/17 • What To Do • 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 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.
When you are happy with the work, call the customer to let them know Use option F5 and enter the details, it is back in store and tell them the pressing Ctrl, followed by ‘Y’ to concost (if there is). Then put a white firm. sticker on the front of the box with the customers name, contact number, receipt number and the price on and 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.
• Holds •
• Customer Own Goods •
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, pressing Ctrl, followed by ‘Y’ to confirm.
ON HOLD FOR
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• Holds • 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.
• Customer Own Goods • 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.
SENDING OUT PACKING • LABELS GOODS OUT • DPD
PACKAGING THE GOODS Once you have pair checked the goods accordingly and made sure that they are in perfect condition to transfer out, you are ready to start packaging your goods Make sure that you slip in one of the printed consignments into the box (double check that they have been signed twice) Tie the goods up using string (located on the back desk) Make sure you put the correct sticker on the box (there a several different colours to choose from as seen below) The ORANGE, PINK AND GREEN stickers must be stuck onto the label The BLUE and YELLOW are to be stuck on the bottom of the box THIS IS VERY IMPORTANT, SO IF YOU MASTER THE LABELS, YOU CAN MASTER ANYTHING!!
• FOR CUSTOMER •
• FOR STORE •
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. How to make a slip knot for
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.
tieing boxes. Make a loop by doubling string. Double back toward the loop and let the string form a second loop.
Tape in the middle.
Make one or two turns with the string and around to double line and through the loop.
Repeat on other side.
Pull tag end to snug up the turns.
Stick DPD sticker on the clear side.
Knot can now be slipped.
DPD Unfold DPD bag. Put shoes inside bag. Seal it bag with sticky seal. Stick on destination label.
• 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.
• 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.
• Finish Consignment • On the right hand side, click • EDIT NOTES State the week, shoe name and reason 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 the goods are double checked and packed neatly and tidily PAIR CHECK SHOES COLOUR STYLE ETC. REMEMBER TO FILL IN THE GOODS OUT BOOK. When posting the goods to another store via DPD you do not need to write it in the Goods Out Book. (Make sure to print out the DPD consignment sheet as a reference) (Located by the back till)
• Service Department •
• Goods Out •
In order of information left to right.
In order of information left to right.
Service column is DATE
Service column is DATE
Destination column is the TRANSACTION NUMBER
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.
INSERT MOCK UP Number of ties is the number of boxes you are sending tied together to that branch.
• 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 one the same style for one member of staff).
The specials will have to be organised by the till in the back 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 please note on the 'order in sheets' (in the small A5 folders behind the front desk) the time you rang them and your log in number.)
• 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.
• RDS • Re-distribution of stock.
HOW TO TRANSFER RDS
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, style name and size DISPATCH VIEW CONSIGNMENT PRINT x2 Write in the ‘Goods Out book’
HELP!!! Look at the Goods Out section to read about how to package your parcel and fill out the the GOODS OUT BOOK.
• L OYA LT Y C A R D •
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.
P I C T U R E S O F L OYA LT Y C A R D
• 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.
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.
GIFT CARDS
How do we set up a gift card? Once proceeded to check out, you will TOTAL the sale Click MORE GIFT CARD SCAN GIFT CARD ENTER AMOUNT the customer wishes to add The customer will PAY as normal (You can still offer a loyalty card at checkout)
VICTORIA GATE CARD The Victoria Gate Card works just like a credit card (you can use it in most of the stores within the centre.)
Important Numbers: Barclays American Express