K9 Korner Employee HandbookTable of contents

I. Introduction..............................................................2

II. Employment Policies..................................................4

III. Store Procedures.......................................................7

IV. Scheduling..............................................................14

V. Spirit Box................................................................15

VI. K9 Korner Promotions..............................................16

VII. Employee Evaluation and Grade................................16

VIII. Benefits of Working in the K9 Korner........................17

I. Introduction

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The K9 Korner has been an internationally gold certified school based enterprise since

2006. The K9 Korner is located at Stone Bridge High School in Ashburn, Virginia. The K9

Korner is conveniently located at a high traffic intersection of two main hallways in the

academic wing, in room 401. The hours of operation are Monday through Friday 8:25 am until

8:55 am, Thursday nights before home varsity football games and for other special events.

The K9 Korner teaches the Advanced Marketing students how to operate and manage a

business, make a profit, and is incorporated into the course curriculum. The K9 Korner’s

success is based on the students’ motivation, commitment and training.

The three product lines at the K9 Korner are the “Official Bulldog Wear”, Spirit items

and Food. During football season (September-December) is when the K9 Korner makes most

of its money. Food items provide the K9 Korner with consistent sales and a dependable

customer base. A marketing plan is utilized to help increase traffic and sales. The K9 Korner

is very civic-minded and implements various community services projects throughout the year

which creates a favorable image for the store.

The K9 Korner utilizes the employee handbook to train student workers to ensure

quality customer service and knowledge of retail operations. The mission of the K9 Korner is

to “provide the students, parents and staff of Stone Bridge, with the Official Bulldog Wear, as

well as to strengthen school spirit, while utilizing marketing skills to earn a profit.” Our

employees ensure that this mission is carried out daily.

The students applying marketing skills learned in the classroom to operate the

K9 Korner to earn money that is put back into the store, the marketing program and Stone

Bridge DECA. The K9 Korner is the ultimate learn and earn experience for the students.

Mission Statement:

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K9 Korner MissionTo provide the Stone Bridge community which consists of students,

parents and staff, with the Official Bulldog Wear, in order to strengthen school spirit while utilizing marketing skills to earn a profit.

Organizational Chart:

Each shift has a senior manager, manager, a cashier and a sales associate. The following identifies each job and describes their duties:

Teacher: Facilitate and monitor entire store operationsProvide security Ensure safety procedures are implementedProvide instruction that students apply to store operationsMeet with General Managers on a regular basis

General Manager:Oversee store operationsImplement marketing plan Create shopping list for food items (Mondays)Train employees

Manager: Direct daily operationsEvaluate employeesAssist where needed on sales floor

Cashier: Operate registerProvide customer serviceWindex all glass fronts

Sales Associate: Provide customer serviceRestock merchandiseFold/refold and straighten merchandiseDust fixtures and sweep (Wednesdays)

The following identifies the chain of command in the K9 Korner:

Teamwork:

To properly run a business it is necessary to have a team of employees that work well together. You need to show up on time for your shifts and don’t leave

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Sales AssociateCashier

Managers

General Manager

Marketing Teachers

someone else covering your job. This will cause the stores performance to go down decrease employee morale and affect your grade.

Attitude:

Everything in the school store is based around your attitude. Your attitudes are important because of the large impact it has on your behavior. Your attitudes can make a difference between your success and failure in just about anything you do! Leave your problems at the door.

II. Employment Policies

Hours:

K9 Korner store hours are 8:25 am – 8:55 am daily. You are to arrive by 8:20am.

Attendance:

You are required to show up five minutes before your scheduled time to work. Should you be absent any day you are on duty, your school store grade will be affected and TWO make-up days will be assigned. If you are late, your grade will also be affected.If you find out you are unable to work your shift find someone else to work for you. If you are sick that day call in to let Mrs. Celio know.

1. If you are going to be absent on a day you are scheduled to work in the store, you must find someone to work for you. Appointments, field trips, make up test, AP Testing and club meetings (except DECA) are included.

2. If you are scheduled to work and you are ill you are still responsible for making up your missed shift on another day. Please notify Mrs. Celio ASAP to determine your make up day. Mrs. Celio will be checking the daily attendance roster to verify your absence.

Snow policy: Should school be closed due to inclement weather or other extenuating circumstances you will NOT have to make up those days missed. Full credit will be given.

General Safety Responsibilities:

1. Horseplay or fighting of any kind.2. Place all trash in the appropriate trash receptacle. Keep traffic areas clear.3. In case of a fire or tornado follow the signs posted by the doors in the store.4. Always use common sense and good judgment.5. Be aware of what is going on at all times.

Personal Belongings:

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When you come to work your shift in the school store you MUST put your backpack in the marketing classroom or office. No jackets or hats allowed while working as well. Under no circumstances should you have your purse or duffle bad at or behind the counter. Also you should not be texting or talking on the phone while you are on school store duty.

Loss Prevention:

Employee Theft:If an employee of the store is determined to be stealing merchandise or money from the K9 Korner, the following actions will all or in part take place:

1. Removal from the school store immediately (FOR GOOD!)2. Loss of credit for the course and an “F” grade for the quarter3. Disciplinary action from administration4. Potential removal from the program, prosecution by school personnel and

the police.5. Banned from the school store, even as a customer.6. If another employee is knowledgeable about thefts in the store and does not

report the matter to Mrs. Celio, that person will be dealt with in the same manner as the person involved in the theft.

7. Student employees should report pressure from the customers or other employees to give “discounts” or free items to them. K9 Korner expects 100% loyalty.

If you do see someone stealing or are aware of theft, please notify Mrs. Celio immediately. Take note of the exact time and day. The student will be referred to Officer Fowler.

Retail Theft by Customers:Shoplifting is a very serious problem. We are not in business to watch merchandise walk out of the door without being paid for. We are in business to make a profit. If you see someone stealing from the store, find out who they are if at all possible. One of the employees would signal Mrs. Celio (or another marketing teacher if she is not available) for help in assisting to stop the person who is to be questioned. If you do not approach the student you should report the theft to Mrs. Celio immediately. Retail theft is a police matter and Officer Fowler or an administrator will be called in to assist in the matter.

Music:

Music will be allowed in the store as long as it is kept at a low volume. The music must be appropriate and not offensive. No music with “Parental Advisory” warnings allowed. Make sure music choices are enjoyable to your target market. Remember, not everyone likes the same type of music so have a variety. Our customers are our main priority. Also if the music is too loud a teacher will come in and tell you to turn it down….so keep it at a low volume please.

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Telephone Etiquette:

If the phone rings in the school store you are expected to answer it and to demonstrate businesslike telephone etiquette. The way you answer the phone is very important; it will leave an impression for the caller as well as an image about K9 Korner. The PROPER way to answer the phone would be: “Thank you for calling the K9 Korner, this is __________________. How may I help you?”

Loitering:

There will be no loitering in the store. If customers are loitering ask them to please move along so that other students may use the store. Once a customer buys something, they should also move along. Just because they bought something doesn’t mean they can hang around in the store. If these people are your friends who come in to visit with you during the time you are assigned to work, you better not let them loiter. I do not want to see anyone behind the counter except Advanced Marketing students PERIOD!!

Miscellaneous Issues:

You are a representative of the store at all times. When you are not working, please act mature. I don’t mind once you are done with all of your responsibilities if you do your homework, however not at the risk of losing a customer. When a customer comes in you are to stop what you are doing and assist them.

Do not cause problems for your fellow classmates/employees when they are working. BY THE WAY, the only people who should be behind the counter are those employees who are working. From time to time a manager may need to go behind the counter. BUT NO OTHER STUDENTS should do behind the counter unless they are working or asked to help out by the employees working at the time. You are responsible for the entire store while you are working. Do not play with the cash register or allow other students to touch the machine.

KEEP YOUR EYES OPEN-WATCH WHAT IS GOING ON AROUND YOU AT ALL TIMES.

Also make sure employees are not hovering over the register at the same time. Keep your eyes on the customer at all times. It is your responsibility to make sure that our customers do not rip us off. It only takes a second or two for one of them to take a pair of shorts or swipe too many Slim Jims. So please keep your eye on them at all times!

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III.Store Procedures

Your shift begins at 8:25 and ends at the first warning bell, 8:55. You are to report to the school store no later than 8:20. Come to the marketing office to have Mrs. Celio open the store and turn on the register for you.

Opening Procedures1. Sign in on sign sheet.2. If manager, open and count the drawer to

Verify $100 opening fund3. At 8:25 prop open the door and turn on

music4. Windex all glass fronts 5. Fold/refold and straightened merchandise 6. Replenish merchandise7. Dust fixtures and vacuum (Wednesday)

Closing Procedures1. Shut/lock door2. Turn off music3. Empty trash can in Room 4034. Sign off register 5. Create shopping list (Friday)6. The manager will count the register during

his/her class period down to $100. The deposit bag will contain the profit. Leave the change and small bills in the register. The only time you may deposit change is if we have an abundance of it. Make sure to fill out a cash report. Cash reports are located under the cash register stand.

Sample Cash Report

Cost of Items/Selling:

Selling is helping customers make satisfying buying decisions they will be happy with after the sale. All merchandise is organized into three departments: bulldog wear, spirit items and edibles (food). A price list is used to determine price since we do not have the ability to use bar codes. It is critical that you know ALL prices for every item the school store carries. Using the incorrect price will result in lost dollars for the customer AND/OR the school store.

Departments:

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CASH REPORT Date:

   

  Opening cash fund    

  Total Cash in drawer    

   TOTAL SALES    

     Checks How many?    Coins Pennies      Nickels      Dimes      Quarters      Dollars    Currency Ones      Tens      Twenties      Fifties      Hundreds       SUBTOTAL      

   Manager:      

All merchandise in the school store is organized by department and price. This helps with inventory and organizational purposes. The following chart identifies price by department. It is important for you to know these and use them properly.

DEPT 1 – Food Items.25¢ Crystal Light (each)

.50¢Nutrigrain barsKashi bars

$1Food (all other)Water bottle

$2GatoradeDEPT 2 – Spirit Items

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K9 Korner Departments and Prices

.50¢Tattoos

$1 PompomsSpirit beads (2 for $1)

$2Poncho

$3Key strap lanyardLace lanyard

$5Car MagnetWoven Lanyard

$6Eye strap

$8Tube Socks$10Slurpy cupsBeachcomber bagDrawstring bagUmbrellas

$12

$15CamelbakNeck tie

$20Stadium chair$35Ski hat + scarf + mitten

DEPT 3 – Clothing Items$8Kids t-shirt$10Youth football jersey-navy$12Short sleeve T-shirtsMittens$15Long sleeve t-shirtMesh shortWool fitted hatScarf Ski hatYouth hoodie

$20Sweatpant (open or closed)Pink ladies football jersey$30Printed Hooded sweatshirt

$35Applique sweatshirtSki hat + scarf + mittenSoftshell jacket (men’s & women’s)Men’s ¼ zip - NAVY$40Varsity Letter jacket (men’s &women’s)$42 Ladies NIKE ¼ zip – grey, pink, grey

POS Register Operation: The POS computerized register is easy to use. The following is used in training on the register. You will need to become familiar with this information to successfully operate the register.

K9 KORNERRegister (POS) Operation (Register must be on REG 1)

Ringing a sale: Enter item price of item, and then the department # (will be 1, 2 or 3 on white buttons). Continue this process for each item. Then hit the Subtotal key and tell customer their total. Once you receive cash or check, enter amount given and hit the appropriate key cash (CA/AT/NS) or check (CHK). If cash, the register will tell you how much change the customer is owed.

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Error in ringing: Immediately after entering a wrong code hit the item price and department then hit the VOID key and the item price and department just entered will be subtracted out. If error occurred but the subtotal key had been hit then you must ask Mrs. Celio for help.

Discounted item: Enter item price of item, then the department # (will be 1, 2 or 3 on white buttons). Then hit MDSE SBTL key then amount of discount (10, 20, etc) and press the % key and finally CA/AT/NS key. Enter item department # as done above, then hit the percentage number and next hit the % Key. The register will automatically calculate the percentage off the item. You must do this procedure for each discounted item.

Sign Off: Enter clerk number 02 for store manager or 03 for associate then hit CLK # button. You must sign off at the end of your shift.

N/S Key: Should NEVER be used by an associate, ONLY the manager or teacher.

It’s time to ring the sale:Ringing up a sale is very easy with our POS computerized register. Just follow these instructions:

1. Log on (only one employee will sign on the register at the beginning of their shift)

2. Find price of item on price list or on merchandise price tag3. Enter price and dept. # (if more than one of the same item are purchased

you may continue to hit the dept. # button the number of times that equals the number of items AFTER the price has been entered the first time)

4. Once you have completed entering each piece of merchandise you will hit the SUBTOTAL key.

5. Accept payment from the customer and hit the total key.6. Enter the dollar amount they gave you and press the type of payment they

tendered (CA for CASH, CK for Check)

7. Count back the appropriate change indicated on the screen8. Bag their merchandise, give receipt (if used)9. Thank the customer10. That’s it! You are ready for your next customer

If you run into a problem please ask the manager or Mrs. Celio.The POS cash register drawer should be arranged like the illustration below:

Checksgift certificatesvoid slips $50/$100 bills

$20dollarbills

$10dollarbills

$5dollarbills

$1dollarbills

Half dollarsSilver dollarsSusan B’s

Quarters Dimes Nickels Pennies

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Accepting Checks:

We will only accept checks and cash. Accept checks for the amount of purchase ONLY! Also make sure the customer has filled out the check correctly. The payee of the check should be STONE BRIDGE HIGH SCHOOL or SBHS. Make sure when you accept a check, put your initials in the right hand side of the check. Make sure the check is completely filled in and ring the sale as you normally would (Steps 1-5). At step 6 you will choose the CK button. Put the check in the far left money slot in the cash drawer. DO NOT place the check under the drawer.

When accepting a check use the following procedures:A. The Check Number – the school store cannot accept starter

checks. Starter checks are the checks that banks issue to new accounts while customers are waiting for their new checks to come in the mail. They do not have preprinted names, addresses, phone numbers or check numbers. WE CANNOT ACCEPT THESE CHECKS!

B. Preprinted name, street address and phone number – All of which should be professionally printed on the check (by the company that printed the checks).

C. Amounts shown on the check should match – You must check that the numerical dollar amount matches the written amount for every check. Sometimes a person will accidentally write different amounts on the check. Watch for this! Please ask the customer to write the exact amount of purchase only. Also no check will be accepted for more or less than amount owed.

D. The date should be correct – Checks dated in advance of the current date are called postdated. These checks cannot be cashed until the date shown on the check. This means we have to hold that check for some period of time. This is NOT something we want to do. WE DO NOT accept postdated checks.

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09/22/09

Stone Bridge High School

1922

703-555-9566

WE DO NOT ACCEPT

STARTER CHECKS. A starter

checks does not have the

persons imprinted name or a

check number on

them.

Gift Certificate

Expires

Authorized by

Number

The K9 KornerRoom 401

to

This certificate entitles bearer to

E. The payee of the check should be Stone Bridge High School or SBHS – All funds received by the store go into the School Store Account in the bookkeeper’s office. Do NOT accept checks made out to “cash” or someone else (this is also known as a two party check). We do NOT accept two-party checks.

F. All checks must be signed by the maker – Sometimes students have checks already signed by their parents. These checks are acceptable.

Debit? Credit?:

There is no exception for charge or debit. We do not accept either in the K9 Korner. If a customer questions this policy please tell them that all our financial procedures fall under the school as well as county policies. The school cannot accept credit or debits therefore neither can the K9 Korner. Café Prepay in the cafeteria is not available for our use.

However, the spirit box in the main lobby has K9 Korner Cash that can be redeemed in the store. The spirit box accepts debit and credit cards. Therefore a customer may purchase K9 Korner Cash certificates in the amounts of $5, $10, or $20 increments from the spirit box and use them in the store.

Gift Certificates and redemption:

Gift certificates are available in the school store for any dollar amount. All certificates are to be issued by Mrs. Celio. How to redeem a gift certificate: Once the sale has been totaled and a gift certificate presented to you by the customer, hit the button. Mark on the certificate VOID, date, and sign your name and place in under the change drawer in the register.

Stocking:Stocking merchandise will be the responsibility of the managers as well as the employees (you). The back stock, except candy, is generally locked in the cabinets (space permitting). As an employee you have the following responsibilities:

1. Keep all the stock facing the customers2. Keep the stock neat3. Keep all sizes of merchandise on the floor4. Keep store looking neat at all times

STOCKING IS A MUST. 12

WE CANNOT MAKE MONEY IF THE STOCK IS NOT ON THE SALES FLOOR.

Checking in merchandise:

Once in a while you may have to check in merchandise that has just arrived in the store. Checking in merchandise requires you to do several things. Note the packing slip. The important things to look for are: 1) the quantity ordered and the quantity shipped is identical. Sometimes the company thinks they sent us the amount we ordered when they did not. Count all merchandise to determine if we actually received the quantity we are being billed for. Don’t Assume! 2) watch for damaged merchandise. Don’t assume everything in the order is ok. Examine the items/merchandise. Notify Mrs. Celio of any items that are damaged. Also note on the packing slip if there are discrepancies in quantity ordered vs. received.

Cleaning:

It is the responsibility of all store personnel to make sure that the store is neat and clean at all times. No one likes to shop in a pigsty! Everyone likes to shop in a neat and well-kept store. Take it upon yourself to clean fingerprints on the display cases and organize things around the cash register. Dust when needed. There is also a broom and dust pan in the store so the floor should be swept periodically. Keep the store looking good and keep busy!

Holding Merchandise:

No merchandise leaves the store without being paid for. We will hold items for 24 hours ONLY. Put the person’s first and last name on a piece of paper taped to the bag of item(s) and place behind the counter. If you see any merchandise being saved past the 24 our period, return it back out on the floor.

Refunds/Exchanges:

K9 Korner does not offer refunds. The customer may exchange the item for another item or items that total the amount of the item being exchanged. No cash will be refunded. If the customer cannot find another item to exchange then a gift certificate will be issued in the amount to be redeemed at a later date.Damages:

The person (customer or employee) who created the problem will pay for damages to the store and its contents. If you find a product that is damaged, please give the product and a note regarding the damage to Mrs. Celio as soon as possible.

Customer Service:

As employees of K9 Korner, customers are our main priority. Be aware of customers when they enter the store and greet them. Customers deserve your full attention. We must remember to be friendly to the customers. PUT ON A SMILE. Make sure when you talk to a customer; even if they are having a bad day and/or

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upset about something; treat them nicely and with respect. So make sure that every customer feels welcome at K9 Korner.

Things to remember:Greet every customerSmileCall people by nameBe friendly and helpfulBe polite and courteous

Do not use inappropriate languageBe alertThank every customer

A positive customer service attitude begins with a service provider’s ability to be approachable. Being approachable makes the customers feel that you are available to help solve a problem or answer a question. A positive customer service attitude depends upon the ability of the service provider to make the customer feel comfortable. Smiling at customers as soon as you see them can go a long way toward making customers feel welcome.

If someone makes a complaint, be friendly and try to take care of the problem. When receiving a complaint from a customer, write down their names and inform the school store manager on duty or Mrs. Celio. Always be courteous to them and tell them that we will do our best to help them with their complaint.

NOTE: While on duty you will be required to demonstrate good customer relation skills. You will need to be a people person. You will refrain from having personal and/or inappropriate conversations while customers are in the store. You are working while on school store duty and therefore this is not a time to socialize with your friends. Inappropriate behavior or language will not be tolerated. Any complaints about an employee will reflect upon his or her grade.

Ordering for other groups or activities:

K9 Korner will order merchandise for groups and activities but there will be a mark-up that is reasonable and fair to the group and to the school store.

IV. Scheduling

Each student will be required to work five consecutive mornings (30 minute each) one time the entire school year and act as store manager or at an after school hours store function such as Back to School Night (Sept), the night

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before a home football game (Sept, Oct, Nov) or the Evening of Shopping (Dec). In addition each student must sign up to work three days every nine-week period in the role of sales associate.

How to sign up for work:

During the first week of class you will be given a calendar of the first nine weeks of school. You will be asked to sign up for your school store days for that quarter. At the end of the quarter the following quarter’s calendar will be provided for you to sign up for the next marking period and so forth. Once the calendar is set for the quarter it will be posted on the door leading into the school store from the classroom.

Keeping Track of Your Time:

Working in the school store means that you are trusted and expected not to be late. You should have the day(s) you are scheduled to work marked in your agenda.

Signing in is easy…You will sign in on the sign in sheet located on a clipboard behind the wrap desk. You will put the date, time in and print your name when you arrive. At the end of your shift you will put the time out and sign your name before leaving the store.

Remind 101:

If you choose to join the Advanced Marketing Remind 101 you will receive a text on Sunday evenings with the upcoming weeks schedule as a reminder.

V. Spirit Box

The spirit box is a vending machine for spirit items and apparel from the K9 Korner. It will act as an extension of our store which accepts debit cards, credit cards and cash. It will be the Advanced Marketing students to maintain the upkeep of the spirit box.

Responsibilities will include:

Packaging Labeling Stocking

Promotion Cash management Programming machine

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Policies and procedures for the spirit box are as follows:

1. The general manager will be responsible for the overall upkeep and maintenance of the spirit box.

2. Advanced Marketing students will be assigned specific times to pack, stock and promote the spirit box as designated by the teacher.

3. There is a camera above the spirit box that records the area around the spirit box. Therefore it is wise to realize that we can review the recordings for anything that occurs while the spirit box is in use or open while upkeep is in progress.

4. The spirit box takes credit, debit or cash.

However it does not take American Express or MC debit cards.

5. If a customer makes a cash transaction, the change made from the box will be given in One Dollar coins, quarters or nickels only. No paper money is dispensed as change.

6. K9 Korner Cash are certificates in the denominations of $5, $10 and $20 that may be purchased from the machine. These certificates can then be used in exchange for merchandise in the school store.

Ultimately YOU will be held responsible for the success of the spirit box.

VI. K9 Korner Promotions

Promotions help increase awareness and sales in the store and spirit box to the entire Stone Bridge community. A variety of techniques and media are available for use.

Advertising:

When deciding on advertising, remember that the majority of our advertising is through posters/signs, word of-mouth, morning announcements, the display case, the school’s webpage, the Bulldog Times and occasionally the Bulldog Tribune. The slogans on these advertisements need to be school

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Spirit Box Schematic

appropriate. The use of alcohol, drugs, tobacco and other inappropriate topics is not permitted. Use common sense when choosing a slogan and graphics. Ask Mrs. Celio if you have any questions. One of the most important parts of advertising is your creativity.

K9 Korner Social Media:

The school store does have a webpage link on the Stone Bridge Website. This site needs a major overhaul. Anyone interested in helping update the webpage please let Mrs. Celio know. Other social media such as Twitter, Instagram, etc may be used however will it fall under the scrutiny of the school. The K9 Korner does not have its own social media accounts but this is open for review. Again, use common sense when choosing social media, slogans and graphics.

Display case:

The display case located at the intersection of the 400 and 300 hallway is designated for school store merchandise as well as used for DECA promotions. As an employee of the K9 Korner you will be assigned to create an eye catching, creative display for a specific month or time period.

VII. Employee Evaluation and Grade

Grading:

Each quarter 20% of your class grade will be based on your performance as an employee of the school store and spirit box activities. Working in the school store is REQUIRED of ALL Advanced Marketing students. The grade is determined by the number of days you work based on your school store sign up. Other factors include number of tardies, no shows, leaving early, etc. If an employee does not show up when scheduled to work they lose points. For every one day missed an employee must work TWO days to make up for it. This will have a negative effect on their grade. They also will not be able to work extra credit in the school store. A quarterly assessment document will be used to rate your performance as K9 Korner employee.

Extra credit opportunities:

As soon as you have worked your required shifts, you will have the opportunity to work in the schools more and receive extra credit. For each additional shift you work you can earn 50 additional points to the school store portion of the class grade. The maximum number of extra credit points you can receive for the school store is 150.

VIII. Benefits of Working in the K9 Korner

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The K9 Korner is an excellent opportunity to get students involved in DECA and provides transferrable skills. Here's how the K9 Korner benefits the students:

Customer service experience:

Students are provided customer service training by working in the school store. Students will have the opportunity to become customer service certified in the 4th quarter by taking the National Retail Federations Customer Service and Sales Certification test.

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Resume Experience:

Employers seek applicants with job experience and responsibility. Students who are involved in the management of the school store will jump start their resume. The K9 Korner provides the perfect opportunity to gain retail work experience. This is convenient for the student and beneficial for the school.

Mrs. Celio will provided letters of recommendation or can be used as a reference for future employment applications and resumes. 

Focusing On Student Interest:

The K9 Korner opens up opportunities for students to work within their preferred disciplines such as advertising, merchandising, selling, promotion, product/service planning and more. Students can create a promotional campaign, manage the store’s financial reports and create videos featuring the school store to help create store awareness. A great idea for a DECA project!

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