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STEPSTEP 99 – –

MAINTAINING A MAINTAINING A VISUALLY VISUALLY

APPEALING STOREAPPEALING STORE

1The Smart Shopper’s Surplus Depot

(35 minutes In-store Training Programme)

Customer Service– the HMR WayCustomer Service– the HMR Way

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Objectives Of This Session

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State the importance and benefits of having a visually appealing store

Know ways in maintaining a visually appealing store

Understand the role of colleague appearance contributes to the image of the store

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Why is it Important to have a Visually Appealing Store?

Encourage customers to visit the store and come back another time

Add value to the products (properly merchandized items)

Customers can clearly see what our products are and how much they cost

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Ways to Maintain A Visually Appealing Store

(Area-of- Ownership) Cleanliness Product is clean and/ or free of dust/ stains Aisle & adjacent floor area are clean, free of unnecessary items

and rubbish Everyone is responsible for keeping the store clean and organized Everyone has their own area of responsibility including Till points

and all service points as well as back office areas. Orderliness

“A place for everything” and “Everything in place” Area is well lit, free of physical/ chemical hazard

Proper Merchandizing Accurate and up-to-date collateral and labels No sold items in the selling area The shopping trolley is intended for customers use only. Culling No items on the shelves over 90 days Damaged and/ or defective, including those with incomplete

accessories are identified and endorsed for repair or auction

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What is the Benefit of a Visually Appealing Store?

Maximize potential sales Avoid accidents A healthy and happy workforce Customers will more readily buy a

product that is clearly priced and clean. Customers and colleagues will feel more

comfortable in a hygienic environment.

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Staff Role in Promoting the Company’s Image

You represent the company. “First impression last”

To ensure that we project the correct image, staff mustObserve good personal hygieneWear the proper uniform and

identification

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Review Objectives

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State the importance and benefits of having a visually appealing store

Know ways in maintaining a visually appealing store

Understand the role of colleague appearance contributes to the image of the store

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Counting down, we have

5 MORE STEPS TO GO

Get signed off today

COUNT DOWN

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Trainers Notes:

Welcome team members to the training session

Ensure the session must be full of energy and highly motivational to encourage Colleagues to improves their performance..

Trainers Notes::2 mins.

Explain that we are going to look at STEP 9 – STEP 9 – MAINTAINING A VISUALLY APPEALING MAINTAINING A VISUALLY APPEALING STORESTOREAt the end of this session you will be able to:State the importance and benefits of having a visually appealing storeKnow ways in maintaining a visually appealing storeUnderstand the role of colleague appearance contributes to the image of the store

Slide 1

Slide 2

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Trainers Notes (12 mins.)

Explain the Concept of Area-of-OwnershipCleanliness

Product is clean and/ or free of dust/ stainsAisle & adjacent floor area are clean, free of unnecessary items and rubbishEveryone is responsible for keeping the store clean and organizedEveryone has their own area of responsibility including Till points and all service points as well as back office areas.HMR is a surplus store and customers expect a degree of “raggedness” but they also expect to a degree of basic hygiene (discuss this)

Orderliness“A place for everything” and “Everything in place” Area is well lit, free of physical/ chemical hazard

Proper MerchandizingAccurate and up-to-date collateral and labelsNo sold items in the selling areaThe shopping trolley is intended for customers use only. CullingNo items on the shelves over 90 daysDamaged and/ or defective, including those with incomplete accessories are identified and endorsed for repair or auction

Slide 3

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Slide 4

Trainers Notes (3 mins.)

Discuss and explain the importance of having a visually appealing store Encourage customers to visit the store and come back another time Add value to the products (properly merchandized items)Customers can clearly see what our products are and how much they cost

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Trainers Notes:5 mins.Explain the Benefits of A Visually Appealing Store4 mins.Maximize potential sale-if items are properly merchandized- they are more saleableAvoid accidents-Safe and sanitary work area for customers and colleaguesCustomers will more readily buy a product that is clearly priced and clean.Customers and colleagues will feel more comfortable in a hygienic environment. A healthy and happy workforce- a productive and Happy workforce leads to Happy Customers

Slide 5

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Slide 6

Trainers Notes:7 mins.Ask why do we have to present our best when dealing with the customerDiscuss and summarizeYou represent the company. “First impression last”To ensure that we project the correct image, staff must

Observe proper hygieneWear the proper uniform and identification

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Slide 7

Slide 8Count Down (2 mins)Lots of praise from your side.Build lots of excitement in store--challenge all team members to get signed off

Trainers Notes:3mins.

Discuss and summarizeThank everyone for attending the session.

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