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7/27/2019 Stockloss 05 Service Centre

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Debenhams InternationalLearning and Development

Delivering Excellent CustomerService

To Prevent Stock L ossCash Handling / Till Training

Session Structure

Trainers Notes


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Debenhams InternationalCash Handling Training Structure

Trainers notes

Produced: March 2009

Time Content Materials NOTE TO TRAINER

This training session has been designed to allow you tointroduce the required customer service elements intothe cash handling training delivered to your cashiers.

It has also been designed to make cashiers aware oftheir stock loss prevention responsibilities whilstserving your customers at the Service Centres in yourstore.

It is important that if a new starter is being trained touse the till on the shop floor that the person carryingout the training also introduces these customer serviceelements.

Welcome and Introductions

INTRODUCE yourself to the participants and welcome them totraining.

EXPLAIN that the purpose of the training is to give them theknowledge to enable them to follow the store cash handlingprocedures whilst giving a high level of customer service at theService Centre.

(note to trainer

if working with new starters check to seewhat previous cash handling experience they have had. Youmay find that most people with that experience will not havethe customer service experience Debenhams requires fromits cashiers)

ASKthe delegates what they believe the duties of a goodcashier are?

Answers to include

Providing excellent customer service at the Service

Handout 1

Prepared flip

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Trainers notes

Cashing Up procedure

End of day processes

EXPLAIN that you are now going to go look at another key

responsibility of the Cashier role preventing Stock Loss at theService Centre.

ASKhow do they think Customers can cause Stock Loss at theService CentreAnswers to include.

Small items concealed inside other purchases i.e.handbags, purses, garment pockets

Swapping tags to get a lower price

Picking up items off service centre that are not theirs.

Deliberately distracting cashier by talking or creating astressful situation ( example - loud complaint)

Wrapping smaller garment inside a larger one

Putting other items inside a boxed product example amore expensive bra inside the box belonging to a lessexpensive one.

Pre-arranged collusion with cashierWORKthrough each point asking the delegates whichCustomer Service Actions from Handout 1 they would use toprevent each one happening at their Service Centre.

ASKhow do they think Cashiers can cause Stock Loss at theService Centre?

Answers to include.

Additional items of stock left on service centre could be

put in bag in error

Not checking inside handbags, purses and pockets forany small items concealed there.

Not checking tag description matches product (customer

may have swapped them Not paying attention to the job

Accidental scanning errors resulting in under charging.

Deliberate scanning errors collusion with customer.

Deliberate or accidental mis-use of discount facility.

Items put in bag with out being scanned (especially withmulti purchase offers).

Not checking inside boxed product to ensure correct iteminside.

Handout 2

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Trainers notesWORKthrough each point asking the delegates whichCustomer Service Actions from Handout 1 they would use toprevent each one happening at their Service Centre.

ASKwhy is it important that we make sure we remove securitytags at the Service Centre?

Answers to include.

Ensures that there are no false alarms at the door

Prevents embarrassing situations for genuine customers

ASKwhy it is important that we use the correct size bag when

a customer makes a purchase?

Answers to include ..

Ensures the item does not get damaged / creased bysliding around

Prevents the customer having the opportunity to conceal

other items from the store that they have not paid for.

ASKdelegates what they would do in the followingcircumstances

They find that a customer had hidden a small item inside ahandbag they were purchasing?Answer to include

Smile, react as if it is a genuine mistake ( it might nothave been this customer but a previous customer could

have been setting up the theft.)? Ask if the customer wishes to purchase the item?

Proceed with the transaction politely.

Tell your Line Manager as soon as it is safe to do so.

They discover that a barcode tag has been swapped?Answer to include

(Do not accuse the customer of swapping the tag)

Explain the tagging error to the customer

Alert your Line Manager

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Trainers notes

A customer has approached you with a deal if you will workwith them to supply goods fraudulently through the servicecentre.Answers to include

You must alert your Line Manager when it is safe to do so

Do not put yourself in danger

You see a colleague behaving dishonestly at the ServiceCentre.Answers to include

You must alert your Line Manager as soon as possible

Do not discuss with other staff

Line Manager to handle situation in strictest confidence.

FINALLY remind all delegates what your local / store securitypolicy is covering any alarm buttons, duty of security guards,arrest procedures and personal safety concerns.

CLOSE the session congratulating delegates on learning thenew processes and demonstrating the required customerservice actions.

Handout 1

Customer Service Actions at the Service Centre

Smile and Greet the customer A genuine warm greeting

Interact with the customer

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Trainers notes

Comment on their choice of items

Confirming quantity of items

Confirming size

Suggesting co-ordinating / add-on items Informing customer of promotions

Accurate scanning / input of items Confirming price

Items handled appropriately Security tags removed

Removing packaging from inside handbags and purse Checking pockets of the garments being purchased

Hangers removed with care

Items folded

Packaged appropriately Use of tissue paper / protective wrapping

Use of correct size bag

Concluding the transaction Say Thank you

Hand the bag to the customer

Look forward to seeing them againHandout 2

Actions by customers that will cause Stock Loss

to occur at the Service Centre

Small items concealed inside other purchases i.e.handbags, purses, garment pockets

Swapping tags to get a lower price

Picking up items off service centre that are not theirs.

Deliberately distracting cashier by talking or creating a

stressful situation Produced March 2007


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Trainers notes

(example by creating a loud complaint/ argument)

Wrapping smaller garment inside a larger one

Putting other items inside a boxed product example a

more expensive bra inside the box belonging to a lessexpensive one.

Pre-arranged collusion with cashier

Actions by cashiers that will cause Stock Lossto occur at the Service Centre

Additional items of stock left on service centre couldbe put in bag in error

Not checking inside handbags, purses and pockets forsmall items that have been concealed there .

Not checking tag description matches product

(customer may have swapped them)

Not paying attention to the job

Accidental scanning errors resulting in under charging.

Deliberate scanning errors collusion with customer.

Deliberate or accidental mis-use of discount facility.

Items put in bag without being scanned (especiallywith multi purchase offers).

Not checking inside boxed product to ensure correct

item inside.

Produced March 2007

stockloss 05 service centre

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