dps basic cross training 11092007

8/21/2019 DPS Basic Cross Training 11092007

1/72

DPS BASIC CROSS TRAINING WORKBOOK

STORES TRAINING

Name: ____________________


2/72


3/72

STORES TRAINING DESIGN, PRINT & SHIP

DPS Basic Cross Training Workbook

Created:

March, 2007Last Updated:

November 13, 2007

Stores TrainingOffice Depot, Inc. Corporate

2200 Old Germantown Road, FL 33445Phone 561.438.2164 Fax 561.438.3511

This is confidential proprietary information of Office Depot, Inc.

NOT TO BE DISCLOSED TO ANY PERSON NOT SPECIFICALLYAUTHORIZED

Store Associate


4/72


5/72

Basic Cross Training OutlineDesign, Print & Ship Cross Training Workbook

Time Frame Section Page TopicSOP # forReference

1 1 DPS Advanced Selling Skills 6.17

2 7 DPS Customer Service Standards 3.05

3 12 Fax Services 1.03 1.05

4 14 Self Serve Copy Program 1.03

5 18 DPS Order Pick-up 1.04 1.06

6 19 UPS Shipping 1.13, 5.10 & 1.04

First 30 days ofEmployment

7 46 JMillenia for Print on Demand 1.32


6/72


7/72

Stores Training Office Depot, Inc. DPS Cross Training Workbook

11/13/2007

D P S B

i C T i i

W k b k

DPS Selling Skil ls

Overview A Sales Process is a simple step-by-step format that is designed to helpyou satisfy the customers rational and emotional needs. A sales processallows you to maximize your strengths and minimize your weaknesses. Itis not designed to make you a robot, but it is designed to help you focusyour strengths and personality. Selling Skills are simply what to say atthe appropriate times to facilitate the sale. Communication Skills involvenot only several ways of communicating, but also how to listen andcomprehend what is being communicated. We will address these skillsas we learn the 5-Step Selling Skills. The 5-step selling skills are an

essential part of Office Depots sales culture. All associates shouldpractice these selling skills on a daily basis.

As we look at the steps below, we will view each step through the lensesof a DPS associate. While everything in the 5-Step Selling Skills isdesigned for the entire store, the DPS has to understand its unique wayof selling to their customers as well. As you go through this information,refer to the Selling Skills section of the CSS I or CSS II Workbooks givento you when you were hired.

1. Warm, friendly greeting

It is important to display positive forms of both verbal and non-verbalforms of communication. You dont get a second chance to make a goodfirst impression. You only get one shot at it. It also means that you dontget a second chance to change a negative last impression. It is importantfor the customer to understand why we are there and in what way we canassist them with their needs. This will help to develop a good relationshipand presents a good first impression when done correctly. Behaviors thatshould be exhibited and sample phrases to use:

Smile Good eye contact Welcome to Office Depot. How may I assist you? 20-20 rule Proactive (rather than reactive) when approaching

customers

Positive body language

Section

1


8/72


2 11/13/2007

D P S B

i C T i i

W k b k

Understanding this important first step in the DPS is crucial. Customersin the DPS need to feel welcomed, almost more than other customers.They are coming to our DPSs to leave their very important documentswith us and that requires a great deal of trust and confidence. With theWarm and Friendly Greeting, we can set the customer at ease by beingattentive to their needs immediately.

Nowmany times, we have only one associate at the DPS. At the sametime, we may have more than one customer. It is your responsibility toensure that every customer that walks up to your counter is greetedimmediately. All it takes is a quick Hi (smile), Ill be right with you! Thatwill tell the customer that you care about them and will begin establishingthat rapport that is needed between you and your customer.

DPS customers either love their experience or are disappointed in theirexperience. They are also more likely to create a special bond with theassociate who did a great job with assisting them with their needs. If wedo a great job at addressing their needs from the start, we are

guaranteed to have a repeat customer. Not only will they come back toyour DPS, they will be more likely to ask for you by name because ofhow comfortable they were with their experience. On the flip side, if wedo a poor job with helping the customer out, they may decide to nevercome back to your DPS or even Office Depot.

2. Qualify the customer

Now that we have built some trust with the customer, we can beginassessing their needs. It is important for us to discover why the customeris in our store before we begin giving recommendations. We need toqualify the customers needs. This can be done by asking open-ended

questions. Closed-ended questions are used primarily to confirmunderstanding or acknowledge agreement (yes or no). Asking open-ended questions provide significant advantages to both the sales personand the customer.

It allows the salesperson to receive information from thecustomer.

The sales person demonstrates empathy for the customer. The customer becomes involved with the salesperson in the

sales process.

Can lead to additional sales. The customer gets the rightproduct or service that satisfies their needs.


9/72


3 11/13/2007

D P S B

i C T i i

W k b k

Qualifying a customers needs is nothing more than discovering theirknown and unknown needs. A customers known needs are the productsor services they are looking for when they enter the DPS. In contrast, thecustomer may not be aware of their unknown needs. These are needsthat they didnt think about prior to coming to our store. For example,when we are selling a customer business cards, they many not realize

that we can print their custom stamps, envelopes, stationary, or invoices.They may not realize that we can customize their business cards withlogos, graphics, pictures, or various fonts and colors. All of these itemsmentioned are examples of unknown needs. It is our job to ask openended questions (those questions that cant be answered with a simpleyes or no).

Examples of how to start an open-ended question:

Who What When Why How Describe Tell me In what way

In the DPS, some qualifying questions may be:

What kind of business are you in? Is this a new business?

What is your timeline for completing this project? (Dont

assume the customer needs it immediately give OfficeDepot time to complete a quality job. This also allows us toutilize the RPF.)

So, you need 500 copies of your presentation. Can you tellme who your audience for the presentation is going to be?or What group are you targeting?

What are you trying to accomplish with your presentation?or What is (are) your goal(s)?

What would you like your finished presentation to looklike?

Do you have materials to distribute like booklets,pamphlets, or CDs?

Once weve asked the questions, its important that we listen as thecustomer answers those questions. The way they answer thosequestions could lead us to a very easy way to meet both their known andunknown needs. Listening also helps us with the next step of the 5 StepSelling ProcessMaking a Recommendation.


10/72


4 11/13/2007

D P S B

i C T i i

W k b k

3. Making a Recommendation

Making a recommendation should be easy if you have asked the rightquestions and you know your products and services. Be prepared toclose the sale early. If you made a great first impression and have asked

questions that demonstrated to the customer that you care, the customermay immediately take your recommendation and not want any additionalinformation. If this occurs, youre done. Now all you need to do is makethe customer aware of any additional items or services that might benefitthem.

Remember: Suggesting additional items in the DPS is essential to theentire stores profitability. The DPS is an area where we can suggestgreat additional products or services (both within the DPS and from theother parts of the store). A few example would be:

Binders and Tabs with a copy job.

Printed Envelopes and Letterhead with a Business Cardorder

Color Paper with a copy job Stapling, folding, binding, and laminating with a copy job Business Cards with a check order Etc. (the opportunities to add on has no boundary)

4. Present Features/Benefits and Overcome Objections

A feature is a design or characteristic of a product that provides a benefit.Basically, a feature describes what the product is or what it does. A

benefit provides a gain or a solution. The benefit is the whats in it forme? piece. Features should always support benefits. Featureinformation alone is not adequate information for the customer. Benefitinformation is what causes the customer to purchase a product, becauseit explains what the feature will do for the customer.

Customers may not always take our recommendations, even if wesuggest the best solution to their needs. Often, they become indecisivebecause they think that they can find the product cheaper somewhereelse or may feel they need someone elses approval to make thepurchase. It is our job to take the risk out of the decision so that thecustomer will feel comfortable making the decision today.

Use the following guidelines:

Provide adequate feature and benefit explanation View products benefits through the customers eyes Listen to customers reaction Offer further explanation and/or additional solutions, where

appropriate


11/72


5 11/13/2007

D P S B

i C T i i

W k b k

In the DPS, this could look like the following example:

These are our custom Business Cards. These full colorBusiness Cards give you the ability to put a face with aname. This is something thats hard to do by simply listingyour name and address. Also with the ability to print on

both sides of the card, you are able to use the BusinessCard as a marketing tool as well.

5. Close the sale

One way to close a sale is to assume the customer is ready to buy. Inthe DPS, this could look like the following example:

Would you like me to make a Brother Stamp in-house foryou today or would you like me to place the order for the X-Stamper Stamp so that we can have it for you in 5 businessdays?

Another method is the cost vs. benefit close, which is effective whenclarifying the value that your recommendation will provide for the pricethat is being paid.

Role Playing

One way to help develop customer service is through effective RolePlaying. In a Role Play, managers act as customers, while associates gothrough the steps theyd take to make a complete sale. It gets you in thelistening mode to a customer. It gets you in the relationship buildingmode of a customer. So you dont just facilitate a sale, you actually foster

a relationship and take care of the customers entire needs. Role playsshould be performed a minimum of 3 times per week with your trainerduring your 60 day training plan. The following behaviors should beexhibited while going through role play scenarios:

Warm, friendly greeting Handshake and name exchange Ask lifestyle and qualifying questions Listen more than talk Recap customer needs prior to making a recommendation Offer the complete solution, including market basket items

Overcome objections Close with confidence


12/72


6 11/13/2007

D P S B

i C T i i

W k b k

Do Say, Dont Say

When Role Playing, its important that you suggest market basket add-ons by giving the customer enough information to make an informedbuying decision. The customer should walk out of the store satisfied theyhave everything needed for the job they are trying to accomplish. Please

review the phrases outlined in SOP 6.17 to ensure that you can sellthese add-on items with confidence.

While we dont currently track any DPS items on the Market BasketAttachment Report, we need to understand that we play a huge role atthe DPS in helping Office Depot meet their financial goals, which in turnkeep us as an attractive company for investors to invest their money.

On-The-JobActivi ties

On-The-Job Activ ities

Partner with your trainer and provide examples of how the5-step selling process can be used within DPS. Focus on

attaching color printing and tabs to a project that will beused for a presentation the customer wants to present.

Role play with your trainer and practice the use of open-ended questions and overcoming customer objectionsregarding products within the DPS Department.

Review SOP 6.17 and read through Market Basket DoSay/ Dont Say.

Role Play with the Manager on Duty, on DPS. The roleplay should focus on adding sales to a color presentation;i.e. binding, tabs, black and white copies, or use of abinder.


13/72


7 11/13/2007

D P S B

i C T i i

W k b k

DPS Customer Service Standards

Overview Here at Office Depot, we want to provide much more than the basics. Wewon't settle for having the customer feel satisfied, or even pleased. Wewant customers to be so thrilled with our service that the idea ofshopping anywhere else never occurs to them. Our goal is to give a levelof customer service that sets us apart from other stores. We want tobecome a shopping destination, not a shopping convenience. Peopleonly visit a shopping convenience when they happen to be in the area,but they will go out of their way to reach a shopping destination.

Componentsof CustomerService

RapportDemonstrate respect; show that you care; greet customers as thoughwelcoming them to your home.

ResponsivenessAlways find a way to say Yes!; be attentive; create a solution to solvethe customers need.

OwnershipOwn the issue or problem; never lay blame or pass the buck; see acustomers need through to resolution.

CommunicationListen actively; ask effective questions; use terminology the customercan understand.

KnowledgeAcquire and share product information.

On-the-JobActivi ties

Building RapportThe most critical thing to remember about building rapport is that it canbe builtor brokenin the first few moments of contact. When youbuild rapport with a customer, you create a bond that lasts well into thefuture. You let the customer know that he or she is important to you.

The activity below will help you to master this aspect of CustomerService. This activity requires that you to work with a partner(preferably, your trainer). It should take you approximately ten (10)minutes to complete.

Section

2


14/72


8 11/13/2007

D P S B

i C T i i

W k b k

During a non-busy time, role-play the following seven (7) real-lifescenarios. Alternate playing the roles of customer and associate. Dontforget that the purpose of this activity is for the associate to portray agenuine interest in the customer.

The seven (7) scenarios include building rapport with a customer who is:

(1) in a bad mood(2) in a big rush(3) accompanied by children(4) a non-English speaker(5) much older than you(6) much younger than you(7) not interested in speaking with you.

Keep in mind that there is more than one correct way for an associate tohandle himself or herself in each of these situations. Even when you arepretending to be the customer, think of ways that you might have

responded if you were playing the role of associate.

Communicating Effectively

The most critical thing to remember about communicating effectively isthat 93% of the messages that you send to your customer are nonverbal!Therefore, it is significant that you recognize the impact of body languageand the effect that this has on the overall message that you are sendingto your customer. The activity below will allow you to practice theseskills. This activity requires that you to work with a partner (preferably,your trainer). It should take you approximately ten (10) minutes tocomplete.

During a non-busy time on the floor, your assignment is to communicatethe following emotions without using any words. It is your partners job toguess the emotion that you are trying to communicate! Split the followinglist in half so that each of you act-out six (6) different emotions. Pretendto be someone who is:

(1) surprised(2) fearful(3) in disbelief(4) confused(5) sad

(6) angry(7) proud(8) confident(9) tired(10) distracted

Dont forget that the purpose of this activity is to focus on communicatingthese emotions effectively to your partner.


15/72


9 11/13/2007

D P S B

i C T i i

W k b k

How did you feel when you communicated nonverbally? Were you ableto get your point across without using words? Which emotions were themost difficult to express without spoken language?

Handling Challenging Customer Situations

During this first activity, choose a partner. During a non-busy time, role-play the following four (4) real-life scenarios. Alternate playing the rolesof customerand the role of associate. The purpose of this activity is touse the key elements of Office Depots Customer Service standards totransform a challenging customer situation into a positive experience!

The following four (4) scenarios are described from the associatespointof view:

1) Customer David is disappointed in the service provided by anotherOffice Depot DPS associate. When you approach David, he isobviously upset and is curt in his responses to your questions. He

demands to speak with a manager.2) You are helping Customer Bob when an irate customer interrupts

and demands immediate service.3) Customer Jane answers a cell-phone (and has a phone

conversation) while you are helping her.4) Customer Samantha is in a very big rush. Her two children are

screaming and she is asking you some very technical questionsabout a DPS project. Every time you respond to her question, sheinterrupts you and scolds one of her children.

Explain how you can transform this challenging situation into a positiveexperience for you and the customer? Come-up with ways that you

could have provided even better customer service in these scenarios!

The second activity is something that you will practice during customerinteractions while working on the floor. Take a moment to think of someof your weaknesses (sometimes referred to as Achilles Heel) whendealing with difficult customer situations. When it comes to difficultcustomers, what is your weak spot? Does your patience become thinwhen a customer demands to see your supervisor without giving you achance to help? Does it bother you when a customer interrupts youevery time you open your mouth? Everyones Achilles Heel is different.It is important for each of us to recognize our Achilles Heel so that wemight better deal with our customers.

This week, focus on strategies that you might use to ensure that youprovide good customer service even when a customer is trying to exposeyour Achilles Heel. For instance, if it drives you crazy when a customerconstantly interrupts you, practice taking a deep breath and counting toten before responding to your customer. Also, practice maintainingpositive body language during your interactions with customers. Thesesimple actions may help you to become less frustrated when someonepushes your buttons.


16/72


11/13/2007

D P S B

i C T i i

W k b k

CustomerService Index

Customer Service Index ComponentsThe Customer Service Index (CSI) was developed to help track, measureand improve customer service levels throughout the company. The CSIconsists of 3 components: Mystery Shops (75%), BizRate InternetSurveys (20%), and Customer Contacts (5%).

Mystery Shop Standards (2007)Mystery shops are performed in every store on a monthly basis. Storesmay be shopped at any time within a given fiscal month and will have adifferent shopper every month within a 12-month rotation. Stores areshopped 2 times a month in all of the following areas: Technology,Furniture, and DPS. The specific areas that are measured in the mysteryshops are identified below.

On the following page, you will see an actual copy of the MysteryShop that is used in each of our stores.

Questions 16 thru 19 are specifically designed to see how well we

do at helping the customer in our area of the store. Here is a recapof your questions for the DPS.

16. Were you verbally acknowledged within one minute of entering theDPS (Design/Print/Ship) area? (4 points)

17. Was at least 1 DPS associate working behind the counter for every 3customers at the DPS counter? (5 points)

18. Did all self-serve copy machines appear to be working? (4 points)If No, did the self-serve copy machines that were not workinghave an out-of-order sign on them?

19. Was the entire DPS area neat, clean, and organized? (5 points)Explain No: ______________________________________

*The DPS makes up 18 points (almost 20%) of the entireMystery Shop Score!!

!!!!


17/72


11/13/2007

D P S B

i C T i i

W k b k


18/72


2 11/13/2007

D P S B

i C T i i

W k b k

DPS Fax Services

Fax Services

Types ofFaxes

This Section includes policies and procedures for offering Domestic andInternational faxing services for the convenience of our customers.

1. Domestic faxes are faxes that are being sent within the U.S..To send a Domestic fax it is as easy as dialing the phoneand pressing the send button on the fax.

2. International faxes are faxes being sent outside of the U.S..In order to send an International fax the customer will needto provide the DPS associate the Country code for wherethey are sending the fax. (Note: If the customer doe notknow the country code the DPS associate can dial theoperator and ask for an International operator to help makethe call.

The FAXTransmissionCover Sheet

The facsimile cover sheet (located on the Forms tab), which indicatesthe person sending the fax and the location from which it is being sent,is usually of great benefit to the customer.

The Copy and Print Center employee needs to explain the benefits ofits use to the customer, but this is optional. If the customer elects to usea cover sheet, it is provided at no extra charge.

There is no charge for a transmitted or received cover sheet.

The OutgoingFAX

Customers should not be using our Fax Phone number on theirbusiness cards.

Offer the customer a fax cover sheet with the faxed document. Askthe customer to fill out the details on the sheet.

Transmit the fax and return the original document(s) to the customeralong with the sending confirmation.

The IncomingFAX Upon receipt of a fax, put the pages in numerical order. Ensure thereis only one fax to one customer, and not mixed up with anothercustomers fax.

File alphabetically in the FAX PICK-UP file at the managersworkstation. (Retain the fax on file for 60 days.).

Design, Print, and Ship associates will not be responsible for callingcustomers on incoming facsimiles to our stores.

Section

3


19/72


3 11/13/2007

D P S B

i C T i i

W k b k

Note: If you need to replace your DPS fax machine, simply store use anew one from the sales floor with the Store Managers approval.


Fill out a Fax cover sheet Send a domestic fax

Send a International fax


20/72


4 11/13/2007

D P S B

i C T i i

W k b k

DPS Self-Service Copy Program

Overview Self-Serve copy machines are set-up for customers use. The followingexplains how this program works.

Self-Service copying is performed by the customer at one of our self-serve copy stations. These copiers are equipped with three sizes ofpaper. 8 1/2 x 11 8 1/2 x 14 11 x 17

Copy paper is available in: White and various colors of bond Specialty colors in bright hues and fluorescent 3-hole punched paper Various weights

Copiers have three different types of trays: Drawer Cassette Bypass

Section

4


21/72


5 11/13/2007

D P S B

i C T i i

W k b k

Design, Print and Ship Personnel responsibilities include:

1. Having sufficient paper, toner, and supplies at all times forcustomers use.

2. Keeping the glass clean on the copiers; for example, white out,dirt, and smudges or fingerprints on the glass makes wasted

copies and unhappy customers.3. To prevent damage to internal components, aid customers in

clearing paper jams. Do not allow customers to clear themachines without assistance.

4. To place the Out of Order sign on any inoperable unit and callXerox for repair. (Ask your DPS Site Manager where you canobtain a copy of this sign.)

The basic procedure for making copies can be broken down into sevensteps:1. Load the Original(s) on the glass or document handler.2. Select the Features

3. Select the Copy Paper4. Select the Number of Copies5. Press Start6. Remove the Copies and Originals7. Press Clear

Once the customer is finished making copies, the self serve machinewill print out a page that shows the customer how many copies theyhave made. The customer should take the page to the nearest registerand pay for their copies.

Loading

Paper

Adding paper will be the most common request you will get from

customers using self-serve copiers.

Office Depots commitment to the environment has transcended to theDesign, Print, and Ship Depot in that we use Enviro-Copy brand paperas our default sheet in all black and white copiers. For our colorcopiers, 24# laser paper is required.Other paper types, such as transparencies and card stock, may beused in bypass trays but must be individually fed and may not becopied on both sides. Most self-serve copiers will accept 8.5 x 11 11x 17 paper in one of the paper trays. The bypass trays willaccommodate 5.5 x 8.5 11 x 17 paper. Please see the copier papermatrix located at the end of this lesson for copier specifics.


22/72


6 11/13/2007

D P S B

i C T i i

W k b k

DO NOT use the following: Paperback transparencies Offset paper Embossed letterhead Paper with multipart forms Carbonless paper

Coated transparencies Paper with irregular edges Damaged or wrinkled paper Vellum

ProblemSolving

Document Handler Jams The Copier Ate My Originals

If they are using the feeder - are their originals in goodcondition? Holes, staple marks, odd sizes and wrinkled paper willcause drag, not allowing the copies to flow at the rate required to feedoriginals individually. Suggestions: (1) Use the glass to copy or a singlesheet feeder; (2) Make another set of originals by using the glass

handler if multiple copies are required; (3) Turn the original so they pullfrom the opposite edge; (4) Check to make sure guides are positionedaccurately. Is there paper, debris, staples, paper clips or otherforeign objects present in the document handler transport areas?Suggestion: Check all areas of the document handler and removeforeign objects or debris.

Are the or ig inals feeding in mult ip les? (Hole punching or staplingwill cause originals to stick). Suggestions: (1) Fan out originals toseparate them; (2) Remove any staples or paperclips; (3) Ensure thatthe document handler guide is just touching the originals.

AssessmentAction Steps Paper Feed Problems

Is the paper tray too full? Check the maximum line to ensure paperlevels are below it.Are there mul tiple pages feeding at one t ime? Check to see if thepaper is damp or hole punched. Solution: Fan the paper to separate thepages or load new paper. Is the paper repeatedly jamming in the same place? Check to seeif there is debris present in the paper transport areas. Is the output paper coming out the wrong size? Select the correctpaper tray. Is the paper coming out creased or wrinkled? Check to see if the

paper is loaded between the guides properly. Turn the paper over orload new paper.


23/72


7 11/13/2007

D P S B

i C T i i

W k b k

Output-Marks, Streaks or Color Variances

Are the marks on the or ig inal or the glass? Clean the glass as perthe training manual or white out spots on the customers original.Are the customers copies coming out too light? Check to see thatthe originals are not pencil or faint. Solution: Darken the output setting or

check to see if the replace toner light is on. Is the output background gray? Check the color of the customersoriginals. Solution: Lighten the output setting to eliminate graying tocolored originals. Is the output blank? Check to see if the originals were placed in thecopier handler properly. Does the copy have borders or edges that are dark? Check to seethat the original is positioned correctly on the glass, the copier cover isclosed and the originals are full size. Solution: Reposition originals, use ablank page to cover extra space if the original is too small, and close thecover.


Clear a paper jam in a Self Serve Machine Load all of the paper trays on the Self Serve Machines Practice making copies using all of the available features on the

Self Serve Copiers


24/72


8 11/13/2007

D P S B

i C T i i

W k b k

DPS Order Pick Up

DPSPlanogram forCompletedOrders

All DPS Centers should have a customer pick up area set up per theDPS planogram #3358. In this planogram the direction is given to have2 sections with 3 shelves each labeled in the following order:

1. A E2. F J3. K O4. P R5. S V

6. W Z

In-StoreOrders

When a customers order has been completed the order should beplaced on the shelf that corresponds with the first letter in either the lastname or company name that was used when placing the order. Byplacing the order on this shelf it will insure that the Stores associate willbe able to find the order quickly once the customer arrives to pick it up.

OutsideVendorOrders

When a customer order arrives from an outside vendor, the DPSassociate should find the customers paperwork in the DPS customerfile, check the order to make sure that it is correct, call the customer tolet them know that their order has arrived, and then place their order on

the shelf in the customer pick-up area.

All DPS orders are required to be paid in full at the time the order isplaced. The associate handling the pick up order should always verifythat the order has been paid in full and then have the customer sign theorder form to verify that a pick up has been made.

Section

5


25/72


9 11/13/2007

D P S B

i C T i i

W k b k

DPS UPS Shipping

Overview Many customers like the convenience of shipping from our stores.We have the same counter rates that a customer can obtain by going

to aUPS shipping facility.

Detailed information on our UPS Shipping is located on the StorePortal under the DPS tab, DPS handbook, US, Ship, UPS Program,UPS Complete Shipping Guide. Some highlights will be included in thisworkbook.

ALL packages must be measured and the measurements must beentered in the system. All DPS should have a tape measure by thescale to facilitate the process. Look under boxes, sometimes the dimensions are listed. UPS will not ship boxes that exceed 130 inches in combined lengthand girth OR that weight over 100 lbs. Use the Over 70 Lbs. Sticker when applicable and mark thepackage weight on it. When processing a package through the system, review the deliveryaddress with customer to verify whether it is residential or commercial. Special handling charges must be collected on any packages that arenot fully encased in a shipping container for example, tires. Any

package classified as not in a box will incur a $5 additional fee (seeCharge Backs). You are encouraged to review the shipping guide toensure that you know where to obtain answers to questions thatcustomers may have.

Section

6


26/72


2 11/13/2007

D P S B

i C T i i

W k b k

Shipping Guidelines:

The DPS will not accept the following items/or services for UPSshipment:

Agricultural commodities

Alcoholic beverages A.P.O. (Army Post Office) Art works or heirlooms Articles having value of more than $5,000 Articles of unusual value (without proof) Currency, coins (including collectibles) Firearms, rifles or shotguns First Class mail F.P.O. (Fleet Post Office) Framed pictures with glass, or mirror products Freight collect shipments Gold, silver or platinum in raw form Gun parts or ammunition

Hazardous materials or used hazardous material boxes (seenext section for HAZMAT details)

Lottery & raffle tickets Negotiable instruments (stock & bonds) One of a kind or non-replaceable items Packages over 100 lbs. Packages over 108 inches in length Packages over 130 inches in combined length & girth Perfumes, colognes, or other liquid scents Perishables P.O. Box (Post Office) address items Return services (not available)

3rd Party billed shipments Tobacco products Unset precious stones (i.e. diamonds, etc.)

The following items can be shipped from the DPS, but no declaredvalue overage can be purchased:

Next Day Air or 2nd Day Air Express Letters. Airline tickets. Any kind of ticket for admittance to an event that has not yetoccurred (e.g. sport tickets, concert tickets, ballet or theatertickets, dinner/fundraiser tickets, etc.).

Checks or Money Orders. Gift cards, money cards or any form of gift certificates.

!!!!


27/72


2 11/13/2007

D P S B

i C T i i

W k b k

UPS PackageProcessingSteps

In efforts to improve our revenue in our shipping category we areimplementing some key steps that must be taken and completed bystore associates when processing packages in our DPS. Theseprocesses will not only help us increase the revenue in this departmentbut decrease the amount of dollars lost due to UPS claims. 95% of allclaims are due to improper packaging. The following are quick and

easy steps that all associates assisting in UPS shipping must follow:

1. Inspect the package for damage, ensure proper packaging.Seams properly sealed/tapedNo holes or tears in box.

2. Ask the customer if their packaging contains any of the high riskitems that require inspection and/or double boxing?

Electronics, artwork, glassware, etc.

3. Shake the package gently to determine whether the box needsadditional bubble wrap or packing peanuts?

4. Make sure the customer initials the appropriate disclaimers on theirreceipt.

5. Ask if they would like to select the signature required button toinsure that someone signs for the package versus being left at adoor.

*This is especially important for high valued items and holidaypackages, price is $2.75 per package.

Packing Services Program

If the item the customer wants to ship is already packed, but

needs additional cushioning (bubble wrap and peanuts), wecharge a fee of $2.00. Use SKU 199-251 to add the fee to thecustomers shipping charges.

We charge $1.00 per minute to pack an item . Use SKU 199-251 to add the fee to the customers shipping charges. Thispacking fee applies to all items, except electronics.

Fees do not include the box. Box is separate and can bepurchased at the store or provided by the customer. We do notoffer full service packing on glass and oversized items.

Here are the fees we charge to pack electronic items:


28/72


22 11/13/2007

D P S B

i C T i i

W k b k

Register Procedures:

Begin the transaction as normal. Scan or enter the UPS barcode on the Customer shipping

receipt.

If the DPS performed Full Service Packing for thecustomer, key in the packing SKU number (see PackingHandout for SKU and pricing).

When prompted for a form number to validate the TC4shipping receipt, enter the date in the following format:MMDDYYYY (i.e. 11142004).

All UPS transactions should be completed at the DPS register, ifpossible.

If the customer chooses to pay at another register, he or shemust present a receipt to the DPS employee. If this doesnthappen, the package will not be shipped.

UPS

HazardousMaterials

Hazardous Material items or packages with hazardous material

markings on the box are not accepted at any Office Depot UPSCounter.

It is important to screen packages for hazardous materials. Allcustomers packages should be examined on all six sides to ensurethey dont display any hazard label. The following should be used as aguide when screening packages:

Examine the package for hazard labels, shipping papers, andmarkings.

No package bearing any hazardous material label may beaccepted at the customer counter.

No packages bearing the UPS Hazardous Materials ShippingPaper are to be accepted.

*Package Markings Suggesting Hazardous Materials couldinclude:

o Paint, UN1263.o Printing Ink, UN1210.o Flammable Liquid, n.o.s., UN1993.o Battery wet, filled with acid, UN2794.o Dry ice or carbon dioxide, solid (in our 1DA, 2DA or

3DS services).o Mercury, thermometers, barometers (which may be

regulated depending on the quantity).

If you discover that a package has illegal substances, pleasenotify your store manager immediately. The store manger willnotify your LP supervisor.

In the event a customer refuses to leave without their package,you must return it to them.

!!!!


29/72


23 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure

To launch DeliverAbility at the customer-facing workstation:

Click Ship Your Package.The customer or store employee clicks Ship Your Package on theOfficeDepot Customer Self Serve screen (Figure 1).The DeliverAbility Home screen is displayed (Figure 2).

GettingStarted

Home Screen

From any screen, selecting Home on the DeliverAbility menu barreturns you to the Home screen (Figure 2).

Figure 2Home screen

Click here to launch

Deliverability


30/72


24 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure

Figure 3Home screen

Figure 4Customer Login screen

To INITIATE shipment processing, the customer followsthis p rocedure:1 Click Ship a Package shortcut or select Ship onmenu bar.From the Home screen (Figure 2), click the Ship a Package shortcut orselect

Ship on the menu bar. The Confirmation screen is displayed (Figure 3).2 Click I Accept These Terms.Click I Accept These Terms. The Customer Login dialog box isdisplayed(Figure 4).


31/72


25 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure

Figure 5Customer Signup screen


32/72


26 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure


33/72


27 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure

Figure 8Add/Edit Address screen


34/72


28 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure


35/72


29 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure


36/72


3 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure


37/72


3 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

CustomerProcedure


38/72


32 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure


39/72


33 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure

In Step 5, Make Sure YouMatch Package NumberDisplayed On-screen HereToNumber Written OnPackageBy Customer (SeeCustomerSte 7 Pa e 9 .


40/72


34 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure


41/72


35 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure


42/72


36 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure


43/72


37 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure


44/72


38 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure

Ask Customer to ReadThis Important Informationand Have Them Sign YourEmployee Copy of theReceipt!


45/72


39 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure


46/72


4 11/13/2007

D P S B

i C T i i

W k b k

Shipping aPackage

EmployeeProcedure

CustomerDrop OFFProgram

Do notaccept any

International

packagesthrough the

Dropoff Program

Drop Off ProgramOffice Depot serves as a drop off location for Authorized Return Service(A.R.S.) and Return Service, Air Shipping Document (A.S.D.), and UPSInternet Shipping (U.I.S.)

Author ized Return Serv ice (A.R.S.) and Return Service

Return Xerox toner cartridges, Gateway computer components,etc.

Computer-generated bar coded label is on package and isidentified with A.R.S. near the top.

Example of A.R.S. Shipping Label!!!!


47/72


4 11/13/2007

D P S B

i C T i i

W k b k

Shipping Document (S.D.)

Multi-part, paper air-bill with customers UPS accounts numberor a major credit card.

UPS now accepts Ground (GSD), 3Day Select (3DaySD) NextDay Air, Second Day Air, Second Day Air Early AM (commercial

only) and International Express (ASD) shipments. Do not accept any International packages through the Drop

off Program.

Example of S.D. Shipping Label

UPS Internet Shipping (U.I.S.)

Customer processes through UPS.com and pays with their ownUPS account number or a major credit card.

Computer-generated bar coded label is on package and readsPrepaid under the bar code. Look for the image of the littlepackage with bow on the address label in the lower right handside.

Example of U.I.S. Package Label

Prepaid Drop OffBill ing P/P Box


48/72


42 11/13/2007

D P S B

i C T i i

W k b k

End of dayDPS

Departmentmanagers will

print out 2manifests, one

for shippedpackages andone for Dropoff packages.

Drop Off program information you need to know when accepting apackage:

Drop off packages should be separated from the regularpackages and placed in a safe area behind the counter.

The customer will drop the package off at the DPS counter only;not at another location within the store or to any associate otherthan a DPS Associate.

The customer cannot drop the package at the counter withoutprocessing the package through the Drop off System.

The DPS keeps a copy of the form in Drop Off binder for recordpurposes.

3rd Party Shipments

3rd Party Shipments are not a part of Office DepotsShipping Program and/or Drop Off Program.

Office Depot should not process any shipments where thecustomer is requesting that shipping charges be paid for by athird party (3rd Party Billing) or by the receiver (Freight Collect).

Customers can use their account number when processing theirpackages with a UPS Shipping Document (S.D.) or through theUPS Internet Shipping (U.I.S.). These packages can beaccepted in our shipping counter because they are included inour drop off program.

Customers cannot use their account number when processinga package at the store.

Set-up Procedure

Before you begin make sure that you have:

The UPS Shipping Account Number assigned to your store. Youwill need this for the initial account setup process.

The UPS account number is located on all tracking numbersgenerated from your Pitney system.

Skip the first two digits and the UPS account number is the sixdigits between the third and the eighth digit. For exampletracking number 1z34av850300035471 reflects UPS accountnumber 34av85.

To gain access to the Retail Package Drop-Off (RPDO) system,you will need to register your UPS store account access thefollowing site via the Internet: http://www.myups.com , thenscroll down and select register.

Review service agreement and then select accept. Fill in all the store information in the required fields. Enter Store

Managers name in the name field. E-mail address will be theDPS e-mail address. Then select continue.

Make sure to select No, I prefer not to receive this type of e-mail from UPS.

!!!!


49/72


43 11/13/2007

D P S B

i C T i i

W k b k

If your store manager changes please login and selectManage My UPS then select Profile/then edit your profileand select update.

To set up User ID and password to create user information:

Use all lowercase letters for login and password Use the standard login odscxxxxx (Example: Store #45 login

would be odsc00045.)

All passwords should be set up as upsuser Select submi t after you have entered in all the info rmation

Registering on MyUPS.com

On the screen select that you are currently logged into pleaseselect Manage My UPS in the yellow box in the corner.

Next select Account Summary in the yellow box

Then a box will appear that says Account Summary, pleaseselect Add a UPS Account

Enter all the requested information and select Continue. The UPS Shipping Account Number assigned to your

store. Descriptive name for your account. (Use ODSTORE

followed by your 4 digit Store #) The ZIP code assigned to your store. The country in which your store resides.

Check the box that says make this my default payment account. Then select add.

*Do not deviate from the format below. Please enter all the informationbelow exactly how you see it with your store information.


50/72


44 11/13/2007

D P S B

i C T i i

W k b k

*The UPS Shipping Account Number assigned to your ASO storeshould now be visible in the Account Summary section as shownbelow.

If yourShippingAccount

Number is notlisted under

theUPS Accountssection, click

on theRequestAdministrat iveAuthor ity link .

Makesure that both

of theseoptions are

selected andclick the

Continuebutton.Review the

legalagreement.

You will needto accept theterms in orderto continue.

Requesting Administrative Access

Access my Admin Profile by logging into URL:https://www.ups.com/useradmin/adminprofile?loc=en_US.The My Administration Profile window should now be visible. Ifyou had previously set up your store account for administrativeaccess, the UPS Shipping Account Number would be listedunder the UPS Accounts section of the My Administration

Profile. Click on the drop down menu and select your account or enter

the requested information and select Continue.o The UPS Shipping Account Number assigned to your

storeo A descriptive name for your account (format should be

ODSTOREXXXX)o The ZIP code Assigned to your store

Only the UPS Shipping Account Number assigned to your storeaccount should be entered. If you enter a non-authorizedshipping account number, the following message will appear:

Confirm that the UPS Shipping Account Number assigned toyour store is displayed. Ensure that the Available Authoritycheckbox is checked and select Continue.

Confirm that the following options are selected:o Retail Package Drop-Offo Service Center Locator Self-Maintenance

Once you complete the ID Request process, a PIN letter will bemailed to the attention of the Controller at your address. You will

need to re-access your MyUPS.com account to complete thesetup process after you receive your PIN letter.o You are not done until you receive your PIN Letter!!


51/72


45 11/13/2007

D P S B

i C T i i

W k b k

Activat ing your Administrative Account

To activate your pin number please type in the following internetlink below: https://www.ups.com/useradmin/aopin

Enter your User ID and Password that you created and Click onthe Log In button.

Enter the requested information and select Continueo REQUIRED FIELDS ARE SHOW IN BOLD.o Name field is the Store Managers name.o Company name is Office Depoto UPS Shipping Account Number assigned to your storeo ZIP code assigned to your storeo Country in which your store resides.o PIN (obtained from the PIN letter)

If you haveany technicalproblems withregistration or

applicationset-up, simply

call UPSTechnicalSupport

at 1-800-247-9035, and theywill be glad to

help.

After the customer agreement has been accepted, the followingconfirmation screen should be visible:

Congratulations! The RPDO setup process should now be complete.

On-the-Job

Activi ties

What is the Pitney Bowes DeliverAbility system associate

password? __________________________________ Use the Pitney Bowes DeliverAbility system to key in a

shipping order from the Customer Screen. Use the Pitney Bowes DeliverAbility system to find an order

that has been keyed by a customer. Process the above order following packing and shipping

guidelines. Create a customer address book. Print a customers shipping receipt Practice packing a glass object, such as a picture frame, as if it

were being shipped by a customer.


52/72


46 11/13/2007

D P S B

i C T i i

W k b k

DPS - JMIL for Print On Demand

Overview JMillennia is a user-friendly, server based system. It allows quick pointand click access to all the relevant information on a customers account

both order entry and customer service related.

It provides you with the ability to: Locate or update customer information Place orders Locate customer history Find product information and specific products

Locate stores

During Training, you will use the JMillennia Training System ONLY.To log in, ask your Manager or Instructor for the URL or link from yoursystem.

Go to Train Track and complete the module SLS-OP3145 Print On Demand

Logging onto JMillennia

To begin configuring an order in Print-on-Demand, select the JMilennialink from the OD WebTop.

After You have selected the JMillennia on the associate screen you will

Section

7

STOP


53/72


47 11/13/2007

D P S B

i C T i i

W k b k

come to a log on screen.

Remember, your Login and password are the same as the Portal. If youcant remember your password, you can use Password Courier to reset

your password. See your Store Manager for help with this.

The JMillennia system has been designed to support, the Print onDemand system via the Stores or via the web. We are able to copy anold order to new order and save time reconfiguring orders thatcustomers may be reordering. This will also allow us to track customerhistory, as well as for Office Depots marketing strategies. Be sure toconnect with as many customers as possible and run all orders throughJmil.

JMillennia

Home Page

You may enter the customers account number if they have it, otherwiseuse phone number or name in the customer identification window. Onceyou enter the information, click enter to go directly to the order entrypage, or choose one of the three buttons just below it.

!!!!

Be sure tonote the New

Star Teacher

CouponCode.

Please dont

forget to add

the membernumber on

the Payment


54/72


48 11/13/2007

D P S B

i C T i i

W k b k

The Place order button will take you to the Order Entry page.

The Product Info button will allow you to search for product information

The Service button will take you directly to the customers History page ifthere was a direct match with the account, phone number or name.

There are three other important areas on your screen:The Hot Spot is used to post important informational updates.The Reference Area will have links to important sites or job aids, andfinally,The Personal notes section is for you to enter your own notes orreminders. Place your cursor in the box and type the note, then click thesave button in the upper right corner. These notes are linked to yourpersonal login only and are saved until you choose to remove or editthem.

Finding theCustomer

Select the New Customer button if the customer can not belocated in the scroll down menu. You may need to select Nexta few time to page through all the name.

You will then be prompted to enter the customers information.

Please note that sometimes, when you key a customer phone

number, you may be directly into their account, if they do nothave any other listings. For existing customers, scroll and search from the list of existing

customers shown. It is essential to ensure you have the correctbilling and ship to information for both new and existingcustomers.

!!!!


55/72


49 11/13/2007

D P S B

i C T i i

W k b k

Enter SourceCode

When entering POD order always select Customer saw productin Office Depot Store.

It is essential to select this option for office depot marketingpurposes.

After selecting Customer Saw Product in Office Depot Store.The DPS associate will then click on the Print On Demand link

When you select this link, it will take the DPS configurationscreen.


56/72


5 11/13/2007

D P S B

i C T i i

W k b k

Creating aPrint-On-Demandorder in Jmil

Hardcopy & File Upload

When to use Browse and Hard Copy Document Buttons

Browse Button:

Use this button when a customer brings in a digital file that our systemsare not able to openUse this button when the customer brings in a digital file and ourcomputer system changes the format or fontsUse this button when the customer brings in a digital file and the orderwill be sent to the Regional Production Facility (RPF).Note: If a customer brings in a digital file your can use the POD systemwithout uploading the file if the file will be run in house and there are no

complications when opening the file.

Hard Copy Document:

Use this button when the customer brings in Hard Copy of the file theywant produced and you want to utilize the POD system because of thecomplexity of the order or the order will be sent the RPF. (Hard Copyorders must be couriered to the RPF once the order has been sentthrough POD.) For remote stores with no courier service option, you willhave to send the hard copy through UPS Campus Ship. See your DPSSite Manager for details


57/72


5 11/13/2007

D P S B

i C T i i

W k b k

ConfigureOptionSummary

Within this page you are able to modify the specifications of theorder, add tabs, proof any documents that have been uploaded,

remove files, merge files and document that the file has beenproofed.

This page allows the DPS Associate to change anything with theproject. You can select Format, Paper type, Binding, Covers,etc.

This page is the bottom section of the modify page. In thissection you select any finishing options the order requires.

In the QTY.

box you will

define how

many sets ofthe project you

want to print.


58/72


52 11/13/2007

D P S B

i C T i i

W k b k

Utilize the pull down menus for each corresponding item to makeyour selections.

Once changes are made on the Modify Paper/Format Screen,make sure to click on the Save Settingbutton.

After you click on the Save Setting button, the DPS associatewill be taken back to the review page screen.

It is necessary to preview the document to be sure the file is uploadedand converted to a PDF correctly. Once the document has beenreviewed for accuracy, click the checkmark box, and then click oncontinue.

After you havereviewed the

project,. DPS

Associate must

click on thisbox stating that

you have

proofed thedocument

before you can

continue.

For the

finishing

options, eachtime you enter

a quantity in

one of the

boxes, thatnumber

pertains to

each set.


59/72


53 11/13/2007

D P S B

i C T i i

W k b k

Review theOrder

Please ensure that you discuss the delivery and return policies

with the customer. Once the customer has agreed to price and policies click on the

Add to Cartbutton. If order has not been configured correctly, click the Print on

Demand link on the left side of the screen. That will bring youback to the configure option summary page and allow you tomake changes as necessary.

FinishingOnlyConfiguration

There may be situations where a customer only needs finishing servicescompleted. When this occurs the Finishing Option Onlyfeature can beused. This will allow you to enter the finishing options into the PODsystem.

Be sure to enter document name, document size and number of pages.The number of pages is especially important if binding is needed.Options such as binding requires the number of pages per book todetermine the correct price.


60/72


54 11/13/2007

D P S B

i C T i i

W k b k

After you have filled in this information you will then click on theContinue button.

When Processing a finishing only order you will follow the samesteps as previously shown for processing a POD print job. However when you start the configuring of the job. You will

select the Modify Paper/Format which will bring you to themodification page.

ConfigureOrder Details

Be sure to enter document Description, document size and number ofpages. The number of pages is especially important if binding isneeded. Options such as binding requires the number of pages perbook to determine the correct price.



61/72


55 11/13/2007

D P S B

i C T i i

W k b k

Once you have verified the information on this page DPS Associatewill Click on the Continuebutton

ConfigurationOptionsSummary

When Processing a finishing only order you will follow the samesteps as previously shown for processing a POD print job.

However when you start the configuring of the job. You willselect the Modify Paper/Format which will bring you to themodification page.

Click hereif you

forgot toupload anyadditional

documents

for this

order.


62/72


56 11/13/2007

D P S B

i C T i i

W k b k

Choosing Paper, Binding, and Finishing Options will bedefined in this screen using the pull down menus.

Remember that the Advanced Finishing Options is a quantity foreach set not per page. For example, if you have 50 sheets thatneed lamination, you enter 1 for how many sheets. The systemwill then take 1 times your total number of set from the top of thescreen. This will result in a the correct pricing.

This page shows all the Advanced Finishing Options that are

available for each job. Be sure to enter all pertinent information. Once you have completed putting in all the finishing options

make sure that you click on at the bottomof the page.

Thequantity

box is

definingthe numberof set that

are being

Laminations

50 X 5 = 250

sheets

You will

always enter 1for how many

pages. This

will thencalculate 250

laminated


63/72


57 11/13/2007

D P S B

i C T i i

W k b k

ConfigureOrder Details

Be sure to enter document Description, document size and number ofpages. The number of pages is especially important if binding isneeded. Options such as binding requires the number of pages perbook to determine the correct price.


Once you have verified the information on this page DPS Associatewill Click on the Continuebutton

Click here

if you

forgot toupload anyadditional

documents

for this

order.


64/72


58 11/13/2007

D P S B

i C T i i

W k b k

ConfigurationOptionsSummary

When Processing a finishing only order you will follow the samesteps as previously shown for processing a POD print job.

However when you start the configuring of the job. You willselect the Modify Paper/Format which will bring you to themodification page.

Choosing Paper, Binding, and Finishing Options will bedefined in this screen using the pull down menus.

The

quantitybox is

defining

the numberof set that

are bein


65/72


59 11/13/2007

D P S B

i C T i i

W k b k

Remember that the Advanced Finishing Options is a quantity foreach set not per page. For example, if you have 50 sheets thatneed lamination, you enter 1 for how many sheets. The systemwill then take 1 times your total number of set from the top of thescreen. This will result in a the correct pricing.

This page shows all the Advanced Finishing Options that areavailable for each job. Be sure to enter all pertinent information.

Once you have completed putting in all the finishing options

make sure that you click on at the bottomof the page.

DocumentReview

After you click on the Save Setting button, the DPS associatewill be taken back to the review page screen.

It is necessary to preview the document to be sure the file isuploaded and converted to a PDF correctly. Once the documenthas been reviewed for accuracy, click the checkmark box, andthen click on continue

Laminations

50 X 5 = 250sheets

You willalways enter 1

for how many

pages. Thiswill then

calculate 250

laminated

After you have

reviewed the

project,. DPS

Associate mustclick on this

box stating that

you haveproofed the

document

before you can

continue.


66/72


6 11/13/2007

D P S B

i C T i i

W k b k

Please ensure that you discuss the delivery and return policieswith the customer.

Once the customer has agreed to price and policies click on theAdd to Cartbutton.

If order has not been configured correctly, click the Print on Demandlink on the left side of the screen. That will bring you back to theconfigure option summary page and allow you to make changes asnecessary.

AddingCustom Tabsto an Order

Once the order has been added to the cart, you will be brought back tothe Order Form.

Clicking on the Print on Demand link will allow for custom tabs to beadded to an order and configured to the exact location the tab should beplaced.


67/72


6 11/13/2007

D P S B

i C T i i

W k b k

Add TabsSelection

You will click on theAdd TabsLink in the Configuration screen. Remember when adding tabs, the system shows every page in

the uploaded file. Simply click on theAdd Tab button before orafter page where you would like a tab placed.

In the Tab Wizard screen it will give you a screen shot of the twopages of where the tab will be place.

In Line 1 and 2is where the Tab Label will be typed. Make sure that after you have decided where the tab is going and

you have created the label that the Save Tab is selected to saveit to the project.

Continue this process until all tabs have entered. Making sure tosave each tab, and then at the end. Click the Return toDocuments Summarybutton.

!!!!

!!!!


68/72


62 11/13/2007

D P S B

i C T i i

W k b k

ConfigureOptionsSummary

This will take you back to the document summary page to finish theprocessing of the order.

Once the order has been entered into the system and added tothe shopping cart you will need to process the order, receivepayment and add coupons. You should also enter coupon code

9999 here for any pricing adjustment needed.

Star Teacher coupon code is 52605000. It is also located on theMain Page of the Jmil after employee logon (See page ForScreen Shot)

After all coupons have been enter click on the Place Orderlink tofinish the order.

It is a good idea to check with the customer to be sure all Shippingand Billing Information is correct. If not, select the billinginformation link on the left side pane. If billing information ischanged, double check the shipping information.

Click on the

Add A Couponlink to input

any coupons thecustomer might

have.

!!!!


69/72


63 11/13/2007

D P S B

i C T i i

W k b k

PaymentInformation

Selecting Place Order will take you to the payment information screen.This is used to enter the customers method of payment credit card,check, cash or gift card. The screen also allows for the entry of thecustomers Purchase Order, any speciall delivery instructions for thedriver and any Loyalty Program information.

Click to open the Payment Method drop down box. Select the paymentmethod the customer is using for this purchase. Only the available formsof payment for that transaction will be shown.

When Selecting Credit card, the credit card windows will open. Enter thecard number, and the CID or CVV number, and use the drop downboxes to select the Expiration month and year.

If the Payment Tender selected when the order is placed was cash orcheck, a register transaction must be completed on the day the order isplaced. If the Payment is not made, the order will be automaticallydeleted from the system.

When utilizing JMillenia with Print On Demand, the Payment Infoscreen must be completed first before entering information in to thePOD screens. If you have to go back to the Payment Info Screen,all POD entered information wi ll be lost .

If a customer is paying with a Gift Cardor Money Cardyou will select

gift card from the drop down box. Then click on the Gift Card Entrylinkto proceed to the gift card screen shown below.

!!!!


70/72


64 11/13/2007

D P S B

i C T i i

W k b k

Gift Card orMoney Order

Enter the Gift Card number and the pin and then click on the Check

Balance button. The balance will appear at the right side. If thecustomer wishes to apply the gift card to the order, click the Applybutton.

You will now see the Gift Card has been applied and if there is a balancedue, it will also be shown. One additional method of payment may beentered with a gift card. Select the additional method of payment fromthe drop down box and enter it.

For a credit card you will enter the card number, CID number, andexpiration date in the same way that you enter it on the Payment Infopage. When you are done, click on the Update Creditbutton. This will

apply the card and the additional method of payment.

When this is done, click back into the Payment Info page by selecting iton the left navigation bar.

There are a few more important fields on the Payment Infoscreen thatyou dont want to forget. Ask a business customer if they have aPurchase order number.


71/72


65 11/13/2007

D P S B

i C T i i

W k b k

The Purchase Order number will be enter into the field labeled PONumber.

Ask all customers if they have Special Instructions for the driver andenter those instructions. Remember that Office Depot delivery isbetween 8:30 and 5pm. We cannot guarantee any specific times ordelivery intervals.

Enter any customer loyalty program member information.

Now click on Updateto save all information on this page and then clickon Place orderto proceed to the order confirmation page.

OrderConfiramtion

From the Order Confirmation page, you will be able to provide thedelivery information for the customer as well as the order total details.

When entering imprint items, the order will automatically split into aseparate order. Quote the delivery date for the Imprint item from theConfirmation Screen.

Always inform the customer that the date you are quoting is anApproximate Datesince we cannot guarantee delivery time on ImprintItems.

Tips JMillennia will time out if you are inactive for 30 minutes. You willbe require to log back in. You will know if this happens as youwill automatically be directed back to the Login Screen.

For short breaks you may leave the system running and click onthe refresh Icon when Returning.

To shut down the system, click on File to open the drop downbox, then select close. Always close down the system at the endof your shift.

!!!!


72/72

D P S B

i C T i i

W k b k

On-the-JobActivi ties

Complete the Train Track Sessions listed above Have a DPS Associate demonstrate the functions of the POD

system

Complete the following tasks:

Log on to JMil/POD Utilizing the Upload button to enter the following job: Customer needs 10,000 color copies of a one page digital file (Select any file on the DPS computer for uploading) Utilize the Hard Copy button to enter the following job: Customer needs 100 copies of a spiral bound book that has 50

double sided pages. Paper is a yellow pastel and they want aclear front and black back.

Utilize the Finishing Only button to enter the following job: Customer has brought in 2 sets of 50 pages and wants the

document to be comb bound with the front and back pagelaminated.