dunhill store management operations
TRANSCRIPT
dunhill Store Management OperationsTakashimaya Boutique
2014
PHONE FAX WEB
[Street Address], [City], [State] [Postal Code] [Your Phone] [Your Fax] [Web Address]
Goldlink Asia Group
Table of Contents
Housekeeping................................................................................................................................................3
Product & Stock Display & Arrangement........................................................................................................4Belts.........................................................................................................................................................................4Ties...........................................................................................................................................................................4Leather Goods...........................................................................................................................................................4Cufflinks/ Misc..........................................................................................................................................................5
Stock-Take.....................................................................................................................................................6Daily.........................................................................................................................................................................6Weekly.....................................................................................................................................................................6
Preorders/ Repairs.........................................................................................................................................8Preorders..................................................................................................................................................................8Repairs......................................................................................................................................................................8
Props Usage...................................................................................................................................................9
Staff Attire/ Appearance..............................................................................................................................10
Sales Report.................................................................................................................................................11
Membership/Discounts................................................................................................................................12
dunhill Store Management Operations 2
dunhill Store Management Operations
Housekeeping
Our main objective is to keep our boutique in prim condition for ease of sales and maximum comfort of customers.
The following has to be done every morning, and followed up by staff in the afternoon shift.
1. Floor Surface: Has to be free from dirt, and to be vacuumed before store opening. 2. Glass panels/ shelves: Have to be free from dirt, and fingerprints. Grooves of shelves have to be vacuumed.3. dunhill logo: This is always left out, so be mindful to remove dust from the area. Our logo is our reputation.4. Cashier desk: All authenticity cards have to be stamped and placed neatly, alongside our rows of price tags. The price tags
are also tagged and grouped according to the amounts for easy identification. Lack of price tags should be reported to your supervisor(s) immediately.
5. Wrapped packaging: Our customers may request for gift-wrapping for items bought. Whenever possible, do prepare wrapped packaging for all item categories. This will be more convenient for yourself as you would not need to waste time to wrap, and lose potential customers.
6. Stock: Stock card should be updated immediately when there is increase or removal of stock. Include your name and date when you are updating the cards. Place colored stickers and tag with corresponding item number when you are adding stock.
7. Dustbin: Our dustbin is to be emptied by morning shift staff before ceasing shift daily.
dunhill Store Management Operations 3
dunhill Store Management Operations
Product & StockDisplay & Arrangement
All products must be tagged with price tags, model numbers, and item description for easy identification.
Double- check the prices with m.goldlink.com.sg for inventory prices.
BeltsBelts are arranged according to buckle type:
Tongue buckle series (Display and stock on the left) Panel buckle series (Display and stock on the right)
This is amendable, but only subject to the management’s approval. Lack of stock of any series can be used to substitute as well.
Ensure the logo is facing towards the customers at all times.
Belts stock is separated according to their series in the respective drawers.
Belts that are not displayed on the rack should be coded with:
TiesThe tie rack should be have a maximum of 20 ties per tier, and arranged according to colors, or the seasons they have arrived in. This is amendable, but only by approval of the management.
Our ties are divided into:
1. Printed silk ties2. Woven silk ties3. Knitted silk ties4. Sevenfold silk ties
All ties have to be leveled, especially the bottom tier. This creates a clean and crisp look, and for easy viewing.
Leather GoodsAll leather goods are grouped and displayed according to collections, and colors (if applicable). There should be enough stock to create a complete display, but not too much to make the display look messy and cluttered. If possible, display all models.
Large leather goods (LLG)
dunhill Store Management Operations 4
dunhill Store Management Operations
Small leather goods (SLG)
Price tags of individual products are placed at the most easily assessed compartment for LLG, and the bottom left compartment/ slot for SLG.
Cufflinks/ MiscAll products must have the logo/ designs facing towards customers. Price cubes of each product should be placed beside the product as well.
Prior to housekeeping, all products should be free from dust/ fingerprints.
dunhill Store Management Operations 5
dunhill Store Management Operations
Stock-Take
DailyAll staff should commence daily stock-take, and that begins and accounts for all items available since store opening. All items sold that day should be accounted for in the stock-take list. This comprises hidden and display stock.
WeeklyWeekly stock-take should be completed by the staff in the morning shift. This is to be done every Monday before noon. The completed stock-take should be submitted online. The laptop is provided in the storeroom for your aid.
Do not refer to the catalogue or website for codes. Check each product for their own labels and record accordingly.
Do report any mistakes or products, which are not included in the stock-take list to the management immediately.
Ensure that there are enough preorder forms, repair forms, and membership forms.
dunhill Store Management Operations 6
dunhill Store Management Operations
Collections are color coded as follows:
Sidecar
Bourdon
Chassis
Belgrave
York
Wessex
These can change when collections cease to be in production, and has to be amended accordingly.
Products are coded as follows:
1. Simple Card Case2. 7 Hook Key Case3. Business Card Case4. Billfold 8CC5. Billfold 6CC with 2ID6. Billfold 4CC & Coin Purse7. 10CC Coat Wallet with Zip8. 8CC Coat Wallet9. Billfold 14CC10. Mini Organizer11. Organizer12. Coin Purse
dunhill Store Management Operations 7
dunhill Store Management Operations
Preorders/ Repairs
PreordersCustomers can preorder items that may not be available physically within our boutiques. Do seek advice from the management before accepting any preorder.
Your supervisor should be informed when the customers’ information has been submitted to you.
Place the form in the Preorder Book once everything is complete.
Payment must be made before submitting a preorder to the management.
Submit the completed preorder to [email protected] along with photo of preorder form and the product and receipt number of the sales receipt.
E-mail title should begin: Dunhill Takashimaya Preorder: (Article Code)
Repairs390 Havelock Place #08-05/06King’s Centre S(169662)Business Hours: Mon-Fri (9am to 5pm)[email protected]
Stock found damaged by staff should be reported immediately to the management. Provide a photo proof and details of product.
All customers should produce
1. Warranty/ Authenticity Card2. Receipt3. Customer Data (This is for us to look into our customer database for confirmation of purchase)
When all of these are present, allow the customer to fill in the repair form.
Remind the customer that the total repair costs should be payable by the customer.
Submit the completed repair form to [email protected] along with photo of repair form and product.
E-mail title should begin: Dunhill Takashimaya Repair: (Article Code)
dunhill Store Management Operations 8
dunhill Store Management Operations
Props Usage
dunhill gloves, cuffs, shirts and trays should be used for display presentation to customers. Show customers the value of the product by how you treat them.
Belt cutting tools are located at the base of cashier desk for convenience. Do consult your supervisor on how to proceed with belt cutting. (Untrained staff who cut wrongly has to bear the costs.)
After showing of products, all fingerprints must be wiped off thoroughly. (Only approved cloth should be used.)
Products and props must be returned to original positions.
dunhill Store Management Operations 9
dunhill Store Management Operations
dunhill Store Management Operations 10
dunhill Store Management Operations
Staff Attire/ Appearance
- Appearance guidance complies with Takashimaya, to look neat and clean at all times. - Staff are to be in full black formal attire.
Male: Formal wear (collared white shirt, black pants and black shoes), black tie must be present. Female: Crew neck shirt and black cardigan.
Always look your best at all times.
dunhill Store Management Operations 11
dunhill Store Management Operations
Sales Report
To improve on the sales, you have to keep track of our tri-hourly increase of sales. Report to your supervisor the total store’s sales at 12noon, 3pm and 6pm accordingly.
End of day sales report should include the breakdown of individual staff performance, number of transactions, total amount after GST (gross divide by 1.07) and total number of items sold by product category.
Example:
Dunhill 2 Feb 2014Total: _____ ( )Person 1: ______ ( ) Person 2: _______ ( ) SLG X3 LLG X 2Belts X3Cufflinks X 1Ties X1Misc X1
Sales report received from Takashimaya staff should be checked with our sales on that day and signed. File up according to date with the daily sales report from Takashimaya in the office.
dunhill Store Management Operations 12
dunhill Store Management Operations
dunhill Store Management Operations 13
dunhill Store Management Operations
Membership/Discounts
To qualify to be a member of Goldlink, a minimum of $200 must be spent. Customers are to fill up membership forms (do not accept non-completed forms)
Membership is of a lifetime, and entitles customers to a 5% off during non-peak seasons.
IC numbers are used to track membership in POS system.
Repeat alphabets and numbers to customers.
dunhill Store Management Operations 14
dunhill Store Management Operations