Jason Norton

Mary Hall

Sam Elliott

Our Mission

Kudler Fine Food's mission is to provide customers the finest in selected foodstuffs, wines, and related needs in an unparalleled consumer environment.

Our selections, coupled with our experienced, helpful and knowledgeable staff merge to offer each customer a delightful and pleasing shopping outing.

We will provide this service because we "shop the world" for our products, purchase only the finest of products are highly selective in acquiring our team members, and will go to extensive lengths to ensure that Kudler is the purveyor of choice for customers aspiring to purchase the finest epicurean.

Training Needs: Goals & Objectives

Work Setting Analysis

Pre and Post Assessments

Instructional Learning Materials

Course Outline & Delivery Methods

Conclusion

References

Goal #1: Accurately access the cashier

machine and use barcode reader, input

prices, delete prices, give back accurate

change to the customer.

Goal #2: Provide excellent customer service

in person, via the phone, or via the Internet.

Goal #1

To review training manuals for NCR RealPOS 30 Operating System

To identify the components of the NCR RealPOS 30 Operating System

To identify external components such as the barcode scanner and weight machine

To train cashiers on using the NCR RealPOS 30 Terminal and change out printer paper

To review store guidelines, rules, and regulations

To evaluate proper money handling and transaction

Goal #2

To review training manuals for being a

cashier

To evaluate work attendance and absence

To evaluate safety procedures

To test basic math skills

To evaluate customer satisfaction and co-

worker adhesion

Kudler Fine Foods is a gourmet specialty food

store located in the San Diego, California,

with three locations: La Jolla, Del Mar, and

Encinitas. Each store is in a retail shopping

center, which carries domestic and imported

foods.

Number of Employees: Total of three

cashiers and three supervisors.

Operate the NCR RealPOS 30 terminal and equipment

Basic math skills

Need to lift heavy packages often up to 25 pounds

Bagging and scanning items

Excellent customer service

Knowledge of store products and placement

Assisting customers to find products readily

Answering a customer with proper telephone etiquette

Maintain his or her work space

Come to work on time

Never be afraid to ask questions

Pre Assessment

1. A customer comes into the Kudler store and slips on a wet floor. What should you do as a

cashier when you seen or heard the accident?

a. Attend the person immediately asking if he or she is ok.

b. Notify the supervisor or manager

c. Call 911 if the person is injured.

d. all of the above.

2. If the customer gives you a $20.00 for an item that cost $10.50, how much should you

return to him or her?4

a. $10.00

b. $9.50

c. $2.50

d. $0.50

3. It is ok to call out of work for sickness or emergency, but how much time in advance

should you notify your supervisor?

a. Call the manager the next day

b. Don't need to call the manager, she will understand

c. 2 hours before work starts

4. The customer has a large heavy bag in her shopping cart, what is the best action?

a. Assist customer in lifting the bag.

b. Take the portable barcode scanner and scan the bag while in the buggy.

c. Have the customer lift the bag to the counter, especially if she is an elderly lady.

d. Both a and b

Pre Assessment cont.

5. If you have downtime and there are no customers present, what can you do to stay

busy?

a. Clean your area

b. Put up stock

c. Become familiar with the store's products

d. All of the above

6. True or False The customer is always right. Explain your answer.

_________________________________________________________________

_________________________________________________________________

7. If the bagger is not present to do his or her job, what should you do to perform

your job proficiently in spite of the bagger not being present?

a. bag the items

b. Ask the customer to bag the items

c. Wait for the bagger

8. If the store has a product on sale and the store ran out of that particular item, what

should you do?

a. Call a manager

b. Tell the customer that the store has run out of that item in stock

c. Check to see when there will be another delivery

d. All of the above

Post Assessment

1. According to the graphic, identify these components.

a. ____________________________________________

b. ____________________________________________

c. ____________________________________________

2. According to the graphic, identify this external component and what is its function.

a. ____________________________________________

3. In this picture what is this cashier doing?

a. Bagging produce

b. Weighing produce

c. Testing for texture of the produce

d. None of the above

4. What should you do if the printer runs out of paper?

a. Call the manager.

b. Replace the paper yourself.

c. Call technical support

d. All of the above

5. What should you do if your terminal is no longer working?

a. Refer back to the manual

b. Call your manager

c. Ask the customer to help you

d. Both a and b

6. True or False Is it ok to keep that extra penny for yourself when the customers says, “It’s ok, keep the change?”

Explain your answer

_________________________________________________________________________________________

_________________________________________________________________________________________

7. True or False When your shift is up, is it ok to turn off your terminal. Explain your answer?

_________________________________________________________________________________________

_________________________________________________________________________________________

A

BC

A

Cashier identifies equipment

Cashier explains what he or she would do in situations

Test identifies honesty and ethics on the job

Individual training and testing is given at each Kudler store:

I. The cashier will be given a pretest to evaluate basic math and customer relations skills.

II. The cashier will train on the cash machine and then be given post-test to see if he or she can meet all of the performance objectives.

III. The cashier will be notified of his or her scores.

IV. Employees who do not pass will have the opportunity to go back and retake the test.

V. Next is the overview of the operating system and its hardware, followed by training with the Kudler Fine Foods manual for cashiers.

VI. An employee manual and NCR RealPOS30 manual is given to employee.

VII. A post-test is given on the reading materials and hands-on.

VIII. Strengths and weaknesses are evaluated among the trainees.

These are some other suggestions that Kudler may use to measure customer satisfaction.

Customer Service Comment Cards: The customer service comment cards may have a section in which it allows the customer to make complaints about the store or its employees.

Questionnaire or surveys: These could be used to receive feedback of the products and services that Kudler Fine Foods has to offer and how satisfied the customer was with his or her visit to the store or website.

Contact Log: Keeping a contact log of all customer issues help managers determine if there are problems with a particular service, employee, product, or technical issues with the website, etc. Having the customer service department fill out this information in detail over the phone is vital to get to the core of the problem.

1Mission. Retrieved January 14, 2010 from https://ecampus.phoenix.edu/secure/aapd/cist/vop/Business/Kudler2/intranet/index.htm

2 NCR RealPOS 30. Retrieved January 14, 2010 from http://www.scansource.com/Products%20and%20Promotions/Manufacturer/Family.aspx?pl=NCR%20RealPOS%2030%20POS%20Terminal

3Office of Special Education and Rehabilitative Services (ED), Washington, DC. (1985). Math on the Job. Cashier. Retrieved January 17, 2010 http://www.eric.ed.gov/ERICWebPortal/search/detailmini.jsp?_nfpb=true&_&ERICExtSearch_SearchValue_0=ED263431&ERICExtSearch_SearchType_0=no&accno=ED263431

4Job Scanz.com (2007). Casher Math Test Retrieved January 17, 2010.

5Aptitude tests. Retrieved January 21, 2011 from http://www.jobscanz.com/aptitude_tests.aspx#bottom