table of contents - calendar club of canada

2014 Calendar Club Of Canada Inc. 1

Table of Contents

Pre-Season

Preseason Priorities ......................................................................................................................................... 3

Storage............................................................................................................................................................. 4

Exchange and Refund Policy .......................................................................................................................... 5

Bank Accounts ................................................................................................................................................ 6

Community Relations ...................................................................................................................................... 7

Initial Shipment ............................................................................................................................................... 8

Store Support Box ........................................................................................................................................... 9

Fixture Supply Box ....................................................................................................................................... 10

Fixture Picking Ticket ................................................................................................................................... 11

Fixture Pick Ticket (sample) ......................................................................................................................... 12

Fixture Set Up Tools ..................................................................................................................................... 13

Fixture Boxes ................................................................................................................................................ 14

Fixture - Labor .............................................................................................................................................. 15

Fixtures - Missing, Damaged and Supplement Orders .................................................................................. 16

Merchandising your Store ............................................................................................................................. 17

Store Photos .................................................................................................................................................. 18

Store Configurations ..................................................................................................................................... 19

Supplies ......................................................................................................................................................... 20

In-Season ...................................................................................................................................................... 21

Appearance and Apparel ............................................................................................................................... 22

Bags, Wallet Cards, and PC Cash Register Paper ......................................................................................... 23

Bank Deposits ............................................................................................................................................... 24

Bar Code and Bar Code Discrepancies ......................................................................................................... 25

Enforced 12 digit Barcode Entry ................................................................................................................... 26

Burglary ......................................................................................................................................................... 27

Calendars Direct/Store Finder ....................................................................................................................... 28

Censorship ..................................................................................................................................................... 29

Counterfeit Currency ..................................................................................................................................... 30

Credit Card Fraud .......................................................................................................................................... 31

Customer Injuries .......................................................................................................................................... 32

Customer Service - Commitment, Approach, Issues ..................................................................................... 33

Customer Serive - Commitment, Approach, Issues (Cont'd) ........................................................................ 34

Daily Opening ............................................................................................................................................... 35

Daily Operational Checklist (sample) ........................................................................................................... 36

Damaged Merchandise .................................................................................................................................. 37

Damaged Merchadise Form (sample)............................................................................................................ 38

Operator - Transfers ...................................................................................................................................... 39

Operators - Store Review .............................................................................................................................. 40

Emergency Procedures - Closing your Store ................................................................................................. 41

Store Compliance .......................................................................................................................................... 42

Head Office ................................................................................................................................................... 43

Housekeeping and Daily Maintenance .......................................................................................................... 44

Internal Theft ................................................................................................................................................. 45

Lost/Missing Cartons .................................................................................................................................... 46

Merchandise Discrepancies ........................................................................................................................... 47

Merchandise Replenishment ......................................................................................................................... 48

Music ............................................................................................................................................................. 49

Organizing your Paperwork .......................................................................................................................... 50

Post Christmas Sale ....................................................................................................................................... 51

Property Damage and Incident Reports ......................................................................................................... 52

Property Damage and Incident Reports (cont'd)............................................................................................ 53


Incident Report Form (sample) ..................................................................................................................... 54

Public Relations............................................................................................................................................. 55

Robbery ......................................................................................................................................................... 56

Shoplifting ..................................................................................................................................................... 57

Store Orders/Invoices and Receiving Product ............................................................................................... 58

Store Support ................................................................................................................................................. 59

Store Value .................................................................................................................................................... 60

Till - Change.................................................................................................................................................. 61

In Season Updates/CC Messenger ................................................................................................................. 62

Window Displays .......................................................................................................................................... 63

Daily Store Closing Procedure and Sales Reports ......................................................................................... 64

Daily Store Closing Procedure and Sales Reports (cont'd) ........................................................................... 65

Post Season…………………………………………………………………………………………………66

Fixtures - Downsizing……………………………………………………………………………………….67

Closing Procedures - Two Weeks before Close…………………………………………………………….68

Temporary Tenant Evaluation………………………………………………………………………………69

Temporary Tenant Evaluation Form (sample)……………………………………………………………..70

Closing Procedures - One Week before Close…………………………………………...…………………71

Glossary……………………………………………………………………………………………………..72

Glossary (cont'd)…………………………………………………………………………………………….73


Pre-Season Priorities

Our Standard Pre-Season planning is absolutely critical to the success of your store(s).

What to Know Guidelines to get you on your way to a successful store opening:

Read this Manual.

Verify that there is wireless internet available in the mall. If wireless is not available please contact

Head Office for phone set up ASAP.

Visit your mall/perform a Site Inspection and meet the Mall Manager.

Make sure your store has copies of all applicable permits.

Arrange for additional storage (if needed).

Recruit Associates. For tips and tricks on hiring and recruiting your staff please call Calendar Club

Human Resources Dept. and speak with Anne at ext 129 or email her [email protected]

Visit your bank and be sure that everything is set up.

Try to find out as early as possible what holiday hours the mall will have.

mailto:[email protected]


Storage Our Standard

Calendar Club strongly recommends that each Operator have access to some type of storage space within,

to provide easy access to the store for fixture boxes and some supplies.

What to Know Please contact Head Office regarding storage space/costs etc.

Kiosks only have small built-in storage towers; additional storage space is always needed.

Inlines & kiosks may have a back room for storage.

Storage is required for fixture boxes, unused fixtures, and merchandise back stock.

Helpful Hints Flatten boxes for easier storage.

Inquire with mall management about any available space.

For Kiosks, ask permanent tenants near your store if they have space available they will allow you to

use.

To insure that your storage boxes will not be thrown out, group them and put a sign on them.

DO NOT DESTROY OR THROW AWAY per Calendar club Kiosk/store # ______.


Exchange and Refund Policy

Our Standard To handle Exchanges and Refunds in a professional, polite manner, using the policy as a guideline while

keeping in mind that a satisfied, happy customer is the most important thing. Display our Exchange

and Refund Policy Sign at all times.

What to Know The Exchange and Refund Policy Signs are located in your store support box.

If you are having difficulty at anytime please call Head Office

All merchandise returned or exchanged must be in re-salable condition.

With a Receipt we will refund any purchase of salable merchandise.

Without a Receipt we will accept any calendar, game or toy that we carry for exchange only.

Any Calendar Club merchandise may be returned to ANY Calendar Club store in any city even if that

store doesn’t carry that specific item.

If the customer did not receive a printed receipt and would like a refund, use your judgment or call

Head Office.

Remember:

Customer Satisfaction is very important. If an incident arises where a customer insists on a refund,

use your judgment to prevent a negative situation. We do not want angry customers. Call Store

Support with any questions.

If your perceive that the customer is still not satisfied feel free to give them the Store Support

telephone number at Head office so they can discuss any additional questions and concerns that they

might have.

What to Do Follow the instructions in the POS manual to complete the Refund or Exchange through the POS.

Helpful Hints Listen to the customer and always be courteous.

Don’t get defensive.

Most customers just want to be heard and understood.

Documents to Use Exchange and Refund Policy Sign


Bank Accounts

Our Standard To open and operate, every store must have a bank account.

What to Know The bank should be convenient for Managers and key personnel.

The bank should have a night depository.

The bank accounts have all been opened from the Head Office. Details on the individual accounts will

be in an envelope marked “banking information” in your store support box.

If your mall does not have a bank nearby then alternative methods of depositing can be made with

G4S/ Securicor. Contact Store Support for these types of situations.

Retain stamped copies of nightly bank deposit slips and send back to Indigo in the Monday UPS

package.

What to Do The operator or manager must assign one person on each shift responsible for all bank deposits during

the shift. The person assigned deposit responsibility must be identified on the weekly staff schedule.

The person assigned responsibility must be in direct contact with the cash until it is deposited at the

bank. The cash cannot be left in the office, filing cabinet, drawer, safe, etc. (unless store has armored

car services.) The deposit cannot be taken home with the employee.

The person responsible for the deposit must prepare the deposit slip and sign the line “deposited by”.

The person must ensure that the correct number of deposit slips is included with the bank deposit and

that there is a record of the deposit and deposit bag number kept in an orderly fashion and filed.

Please ensure that you write the Store name and number somewhere on the deposit slip unless they are

pre-printed slips

All deposits and daily sales figures must be recorded on the weekly reconciliation form and filed.

This must be sent to Indigo every Monday via UPS

The stamped deposit slips must be collected from the Bank on a regular basis and included with the

envelope then is sent to Indigo on a weekly basis.


Community Relations

Our Standard Our goal is to have the community represented in the store and the store represented in the community.

What to Know The function of community relations is to coordinate and facilitate exciting and innovative events that will

draw the community into the store and will build repeat business and strengthen the customer base.

What to Do Contact the local media (TV, newspaper) around the holidays. They are always looking for stories on

great gift giving ideas. Remember to get Calendar Club approval before any interview. Please contact

Head Office for approval.

Helpful Hints Participate in mall activities

Get to know the other retailers in the mall – ask them if you can leave some Calendar Club wallet cards

for their customers to take.

Hold a special event for mall employee’s, like allowing them to come in early before opening on

Boxing Day to have first choice at products that are discounted.


Initial Shipment

Our Standard Operators should be prepared for the delivery of their initial shipments of merchandise and fixtures.

What to Know Merchandise and fixture cartons are heavy; prepare properly to handle the delivery.

Shipments are sent F.O.B. from Paris, ON, which means that the shipment becomes the Operator’s

property once the freight carrier picks it up from our Distribution Center.

The initial shipment will arrive shrink wrapped on a pallet.

Expect 4-20 pallets depending on the size of your store. Each pallet contains 40-50 boxes.

Kiosks

Most malls require that Kiosks are setup after the mall closes.

It is essential that you notify Denyse Colleaux at 519-442-3153 ext 127 if storage is needed in advance

of the delivery of your initial order.

If your shipment will be stored in an unsecured location until it can be setup, it is your responsibility to

insure that the shipment is secure.

Contact mall management to make delivery arrangements well in advance.

Inlines

Inlines can be setup during normal mall hours (you may need to cover the display windows to hide

the construction). Use loading dock whenever possible.

What to Do Coordinate staff needed to unload the truck.

Have tools, Fixture Setup Guide, and Planogram ready. Available on our website

www.calendarclubcanada.ca

Compare your physical skid count to the number on the freight bill.

Note missing or damaged skids on the freight bill before signing for the shipment.

If any boxes or skids are damaged, the contents of each box should be checked and any damage noted

on the BOL

If any skids or boxes are missing please contact Denyse Colleaux at 519-442-3153 ext 127 ASAP.

Keep a copy of the BOL for your records

Helpful Hints Make friends with your local mall personnel. They can be very helpful during the setup process, by

watching merchandise, providing storage space, dollies, carts, general maintenance or manpower.

Be careful with your Fixture boxes; you’ll need to save them for when you close the store.

Terms PRO Number –

Bill of Lading (BOL) from freight company

http://www.calendarclubcanada.ca/


Store Support Box

Our Standard Each store will receive a Store Box with its Opening Shipment.

What to Know Your Store Box will contain:

Banking info envelopes

Deposit slips

Imprinter plate

Quick reference guide

UPS return service labels

Set-up guide

Planogram

Helpful hint cards

Night deposit key

Counterfeit info

Credit card slips

Portfolio bin

Refund/return policy signage

Turbo hub

Debit unit in SS

Debit unit in POS

Binder

What to Do Follow Daily Closing Procedure and file appropriate items.

Shipping Invoices –

collect all shipping invoices received each week

organize in numerical order

staple together and file by week

your Operator should pick them up once a week

Freight Bills –

file by date

Daily white envelopes-

Follow directions on front of envelope. Staple report on top, right-hand corner. All other receipts

to go inside envelope.

Call UPS every Monday Morning for pickup of weekly reconciliation.

UPS phone number for pickup – 1-888-SHIP-123 or (1-888-744-7123). End of Season

You must return your Store Portfolio to Calendar Club within two weeks of closing your store.

Leave all paperwork within the Portfolio.

Shipping instructions for returning your Store Portfolio are outlined in the Store Closing

Procedures.

Helpful Hints Read “Organizing your Paperwork” in this manual

Read “Store Closing Procedures” in this manual


Fixture Supply Box

Our Standard Every store will receive a supply box with the initial shipment.

What to Know Your Fixture Picking Ticket will be located on the outside of a shrink-wrapped pallet; you will need

this fixture picking ticket to receive your shipment.

The supply box will be located at the bottom of the fixture pallet in your initial shipment. The Supply

Box will have BLUE tape wrapped all the way around the box

You will find the following items (more or less, depending on store size) inside the “Supply Box:”

Extension cords

Power Bars

Aprons

Easels

Grid Clips

Acrylic and graphic holders

Banners

Liners

Small graphics

Light bulbs

Wallet cards

MINI SUPPLY BOX CONTAINS:

Cable ties

Allen Keys

Hinges

Cap screws

Light post hardware

Game tube slot clips

Centre panel brackets

What to Do Always compare items in the Supply Box with the Fixture Picking Ticket before removing anything from

the box. Note any discrepancies on the Fixture Picking Ticket and fax 519-442-4602 or scan and email it

to [email protected]

Document to Use Fixture Picking Ticket

References Fixture Setup – Receiving Your Initial Fixture Shipment



Fixture Picking Ticket

Our Standard Each store will receive a “Fixture Picking Ticket” with its initial delivery.

What to Know A fixture picking ticket will be on the outside of the opening order pallet.

The supply box will be marked with BLUE tape and located on the bottom of the pallet.

Your fixture picking ticket will list all items shipped to your store from our Distribution Center.

Please review and call Store Support with any questions or concerns.

What to Do When receiving your fixture shipment, note the quantity received in the appropriate column.

Sign off on the bottom of the fixture picking ticket once all of the fixtures have been received.

If there are any errors or omissions on the fixture picking ticket, please call Jordan at 519-442-

3153 ext 150 or scan and email him the fixture ticket [email protected]

Keep a copy for your records in the Outgoing section of this Manual.

Documents Needed Fixture Picking Ticket



Fixture Set up Tools

Our Standard Operators will need to supply the tools needed for store setup. Operators will also find it useful to carry

these tools with them as they visit stores throughout the season.

What to Know Suggested tools:

Two six-foot step ladders – inlines only – CSA grade 1 or ANSI type 1, 1A or 1AA

Box knives (3)

Extra knife blades

Wire cutters (2)

Screw drivers - flat & Phillips

Tape measure - 50ft

Electric drill (cordless)

Spare batteries

Pencils

Magic markers

Yellow highlighters

Ink pens

Work gloves

Masking tape

Scotch tape

Scissors

Stapler

Staples

Pliers

Extension cords

Packing tape/gun

Flash light

Double-sided tape

Extra lags

Helpful Hints Ask mall management if they have any dollies, carts, or ladders you may borrow for store setup.

You might want to rent pushcarts or dollies (with rubber wheels) to move inventory during store setup.


Fixtures – Boxes

Our Standard All fixture boxes are designed to be reusable for return shipments. This includes boxes for grid, shelving,

lighting, displays, etc. Many kiosks will now be delivered in large tote boxes. These totes may be flattened

for storage and must be used for return shipping.

What to Know Most boxes will be marked “Do Not Throw Away”.

All fixtures must be shipped back to Calendar Club in their original cartons.

Failure to return fixtures in the original cartons will result in a non-compliance charge equal to the

replacement cost of the carton and or fixture.

If boxes were damaged or destroyed in transit, call Store Support for replacements within 72 hours of

delivery. If we are notified within 72 hours, no charge will be assessed.

What to Do Save All Fixture boxes

Save and store tote boxes.

Save Calendar boxes from the last two weeks shipments.

Helpful Hints Talk to Mall Management ahead of time

Be careful when opening boxes

Break down boxes by cutting the tape at the seams.

Fold the boxes flat for storage.

Save the boxes in a mall storage area or at your home.

$ Non- Compliance Charge You will be charged per instance if fixtures are not returned or packed properly in their original boxes.

Replacement boxes are available for a charge if your original boxes were damaged or destroyed through

your negligence.


Fixtures – Labour

Our Standard Operators are responsible for hiring the labour needed for store setup.

What to Know Kiosks must be constructed in one evening (6-8 hours) - 3-4 people recommended.

In-lines should take one to two days for setup - 4-6 people recommended.

What to Do Have future employees help with the process.

Helpful Hints The more competent the people helping, the faster the process.

Assign specific tasks to each person.

Get friendly with both mall security and the janitorial staff – they can be an important source of help

and information during setup.

Notify Mall Management that you intend to be in the mall after hours, in case security needs to be

arranged.

Ensure that you have all tools needed.

References Fixture - Tools


Fixtures - Missing, Damaged and Supplemental Orders

Our Standard Calendar Club will supply additional fixtures as needed. Only Operators or Store Managers will be

approved to make fixture requests.

What to Know It is very important that you take the time to look over all boxes within the shipment in order to file a

damage claim if needed.

Additional fixtures may be required if:

Fixtures are required to enlarge store size

Fixtures are required to fill in bare areas of store

What to Do Urgent Discrepancies (unable to setup your store):

Phone Store Support immediately with the damage and/or missing fixture counts. 1-866-370-7054 ext

126 option 8 for after hours

Document in writing the damaged/missing fixtures on the fixture picking ticket sign and scan and

email Jordan [email protected] or call him at 519-442-3153 ext 150

Non-Urgent Discrepancies (able to setup your store):

Scan and email fixture ticket to [email protected]

Calendar Club may not be able to fulfill all fixture requests.

Document to Use Fixture Picking Ticket




Merchandising your Store

Our Standard Calendar Club provides each store with a Planogram showing the correct placement of calendars in your

store. The Planogram will take you through the process of merchandising your store’s inventory.

What to Know Planograms and Set-Up Guides come in their own box that has red tape around it – see below

A planogram has been prepared for each store

Every store is merchandised by category

The planogram contains a floor plan that displays the proper location of each Category in your store.

The label on the outside of each Calendar Box lists the Title, Barcode and Category for each calendar

within.

Place the calendar in the appropriate Category Section of your store.

Planograms can be printed from our website www.calendarclubcanada.ca

Set-Up Guide is also enclosed

Helpful Hints Keep the Planogram near POS for reference during the season

Document to Use Planogram

Box Label

Floor Plan



Store Photos

Our Standard After merchandising your store, Calendar Club requires that you provide photo documentation as it looks

on the first day of business. Store photos are used to verify that your store is set up and merchandised

correctly, they may be used for promotional brochures and as a benchmark for other stores.

What to Know

To Send in Photos:

https://www.hightail.com/u/CalendarClubImages

How to Compress or Zip you photos for uploading Right click on the folder containing your store photos

Select the “send to” option from the menu

Select the “Compressed or (zipped)” option. It will automatically compress the file with the exact

same name.

To Upload Your Photo’s/Files:

Type the store number and mall name in the subject line.

Click the browse button and locate your named folder and click it, if the file is not

compressed/zipped you will have to load each photo individually up to 5 photos per email.

If you have more than one zipped folder simply click the Add another file link.

When finished click the SEND IT button

What to Do Photograph your store using a digital camera or phone

Instructions are supplied in the back of the binder that’s located in the Store Support Box.

Please follow the instructions properly to ensure that pictures are taken correctly.

DON’T FORGET TO USE THE FLASH!

Upload the photographs by following the steps above with 48 hours of your store opening.

https://www.hightail.com/u/CalendarClubImages


Store Configurations

Our Standard Calendar Club has several different store configurations.

Helpful Hints Not all stores will carry the same product or titles.


Supplies

Our Standard Always be prepared with the supplies needed to operate your store each day.

What to Know What you need:

Pens/Pencils

Ladders

Calculator/batteries

Glass cleaner/paper towels

Carpet sweeper (Inline)/broom

Scotch Tape

Elastics

Paper clips

Scissors

Note pads/binder clips

Stapler/staples

Feather duster or dust rags

Flash light

box knives

Receipt Book (in case of power failure)

Spare light bulbs

What to Do Purchase supplies well in advance of your store(s) opening.

Locate a convenient, inexpensive place to make copies and send faxes.

Helpful Hints Operators: If you have multiple stores, you may save money by purchasing store supplies in bulk and

splitting them among several stores.


In-Season


Appearance & Apparel

Our Standard Operators, Managers and Associates must look professional at all times. All personnel must wear a

Calendar Club apron (supplied by Head Office) and/or Calendar Club Apparel Item and clean, pressed

clothing that is appropriate for your mall.

What to Know

A Calendar club apron and/or Calendar Club Apparel Program Logo Shirt must be worn by all

associates everyday (APRONS ARE PROVIDED WITH THE INITIAL SHIPMENT). In some cases,

the Calendar Club apron may not be acceptable in your mall – contact your Operator and Store Support

if this is an issue.

What to Do Prepare your clothing ahead of time for you next shift at work.

All clothing should be clean, pressed and free of stains and or tears.


Bags, Wallet Cards, and PC Cash Register Paper

Our Standard Your store should be stocked with the correct quantities of bags, wallet cards, debit machine paper and PC

register paper at all times.

What to Know All stores will receive shipments of bags, wallet cards, debit machine paper and PC Register paper

based on previous year’s use and current year’s sales when store opens.

New Inlines and/or kioks will receive shipments of bags, wallet cards, debit machine paper and PC

register paper based on the sales projection for the store and current year’s sales when store opens.

Kiosks will require supplemental bag shipments through the season, due to the lack of storage space.

You will need to re-order bags & wallet cards when your supplies get low. Allow up to 2 week for

delivery

Maintaining the correct quantities of bags, wallet cards, debit/PC paper is the responsibility of the

Store Manager/Operator call 1-866-370-7054 before you get too low.

Do not wait until you are completely out of supplies to order! If you call on Friday afternoon, do

not expect to receive them on the weekend.

Allow two weeks for shipping.

What to Do Bags

All customers should receive a Calendar Club bag with their purchase (do not double bag unless

specifically requested).

Wallet Cards

Greeters should present a wallet card to each customer who enters or walks up to your store.

Ask mall management if you can leave a stack of wallet cards at the mall information desk or at a store

directory/map booth.

Use the wallet cards as an icebreaker when approaching customers.

If you run low on any of these items, it is your responsibility to contact Store Support or order more

online. www.calendarclubcanada.ca

Guidelines for Reordering

Checking stock level of bags, wallet cards, debit/PC register paper should be done as part of each

day’s opening and closing procedures.

If the replenishment is not adequate please contact Store Support 1-866-370-7054.

You can order online www.calendarclubcanada.ca Please ask your Operator for username and

password or have them order the supplies.




Bank Deposits

Our Standard Deposits must be made daily and the total deposits to the bank must equal the reconciliation and sales

report for the day.

What to Know A Bank Account has been set up for you by Calendar Club.

The specific information about the Bank Account is available from your Operator or in the binder that

is sent in your Store Support Box

Deposit slips/books will be included in your opening order.

You may do more than one deposit per day if needed.

The sum of your daily deposits must equal the total to be deposited on your sales report and

reconciliation.

All instructions and procedures are located in your Quick Reference Guide that are sent to every store.

What to Do Fill in the Bank Deposit Slip.

If you are making more than one deposit per day, keep the deposit totals slightly different, so that there

are not several deposits for the same amount.

Make sure you record each individual deposit on the reconciliation form located in cc store under

reports then weekly reconciliation.

Fill in the required information on the Deposit Bag. Only Calendar Club bags are to be used. Bags

will be supplied by Calendar Club Head Office

Keep the Deposit Bag Tape and a copy of the Deposit slip – file for your records in your portfolio.

Collect the Stamped Deposit Slips from the Bank to include with your weekly package

Make sure the weekly package is sent every Monday by UPS.

Call UPS every Monday Morning for pickup of weekly reconciliation.

UPS phone number for pickup – 1-800-PICK-UPS (1-800-742-5877)

Helpful Hints Following these procedures will ensure accurate and back up information with the Bank, Calendar

Club, Store Managers and Associates.

Document to Use

Bank Deposit Information located in Store Support Box

Deposit Book – Preprinted or Generic

Reconciliation in CC store

Sales Report


Bar code & Bar code Discrepancies

Our Standard To insure that every calendar, game and toy in your inventory has a printed price and bar code and that

the PLU file in your PC Cash Register is accurate at all times.

What to Know Every calendar game and toy in your inventory should have a printed price and bar code.

The PLU file in your PC Cash Register must be accurate at all times.

The bar code that you are looking for is the EAN bar code.

The EAN bar code always starts with a 978…….. number.

If you find any non-scannable bar codes, they must be corrected immediately to maintain the integrity

of your inventory. Call Store Support to report any non-scannable barcodes.

There is an enforced 12 digit entry for manually entered barcodes. This means that if you are entering

a barcode by hand because it will not scan you must enter all 12 digits CORRECTLY.

See sample on following page.

What to Do Learn to read and recognize bar codes.

Make sure you are scanning the correct bar code. See Helpful Hints below.

If you’ve tried everything, and the merchandise will not scan:

Manually enter the price, and press the correct product category key, (Calendar, Game/Toy, misc.)

Follow the prompts to scan the bar code and complete your sale as normal.

Call Store Support immediately and report the bar code discrepancy. You will need to supply them

with the Calendar Title, the bar code, the Canadian Price.

We will attempt to correct the problem within 24 hours of receiving the call.

Helpful Hints A UPC bar code usually starts with “9”.

See sample of Barcode on following page.

If an item does not have a bar code, call Store Support. 1-866-370-7054

References Bar code


Enforced 12 digit Barcode Entry

Begin with the

number

on the far left

Continue entering

numbers

until the field is full.

You must enter 12 digits of the Bar Code when making a

manual entry.

Please see diagram below for details.


Burglary

Our Standard A Burglary occurs when someone enters a closed store, usually by force, and removes merchandise,

equipment, or cash from the store. Associate and customer safety is the first priority, (see also Robbery).

Get to know the Security People in your building.

What to Know Signs of a Burglary

Missing or moved security tarp (kiosk).

Broken windows or open doors.

Out of place ceiling tiles.

Chairs, ladders, cartons that are out of place or propped against a wall.

Missing cash, merchandise, fixtures, or equipment.

Entering a Store

Do not enter alone. Wait for the police.

Do not touch anything in the store when you do enter.

Look for signs of a forced entry. If observed, follow the instructions of the responding police officer.

What to Do Burglary Prevention Guidelines

Leave on night-lights.

Secure register funds in a safe place in the store.

Leave register drawers open/exposed to show that money is not kept in drawers.

Verify store is clear of customers and associates before exiting.

Secure all doors before leaving.

Handling a Burglary

Phone the police

In situations where you discovered the burglary upon arrival at work, do not enter the store. Call the

police immediately and request an officer meet you at the store.

Follow instructions given by the police.

Phone your Operator and Store Support.

Phone for repairs if needed.

Broken windows or glass doors may be boarded up until a complete repair can be made.

When burglary is discovered:

When the police have finished and any necessary repairs have been made to secure the store, open for

business or close for the night depending when burglary is discovered.

Phone your Operator and Store Support to report the burglary.

Reporting a Burglary

Document the burglary on an Incident Report. Forms located at www.calendarclubcanada.ca

Attach copies of any documents provided by the police.

Fax or scan and email one copy to [email protected]

Give one copy to mall management.




Calendars.Direct/Store Finder

Our Standard To ensure that every customer’s needs are met.

What to Know CALENDARS.DIRECT

Calendars.Direct phone number is Toll Free, 1-866-550-4455 and is for calendar orders and queries.

We do not deliver outside of Canada.

Delivery time depends on what area of Canada the calendar, game or toy is sent to.

We will not deliver a customer’s order to a store or kiosk.

Calendars.Direct expedites the order by Canada Post. Express delivery is also available.

There will be a shipping charged. This is calculated by the weight of the product and the location it’s

being shipped to.

STORE FINDER

Using the Store Finder program, customer service personnel will direct the customer to a store when:

A customer is looking for a specific calendar.

Our D.C. calendar inventory is out of stock for that title.

A customer needs a calendar within 24 hours.

Any other situation where we can suggest going to a store.

What to Do Do not start a list with customer’s information and promise to call them back when more inventory

arrives. This often causes frustration for the customer when promised merchandise never arrives.

If your store does not have the calendar a customer is requesting, suggest similar calendars.

If the customer wishes to purchase a specific calendar that is unavailable at your store, hand them a

Calendars.Direct wallet card or offer them the Toll Free number 1-866-550-4455 for more information.

Helpful Hints Calendars.Direct is open year-round.

Hand out Calendars.Direct wallet cards.

Toll Free Phone Number for Calendars.Direct is 1-866-550-4455


Censorship

Our Standard Your mission is to be a valuable resource to the customers, bringing calendars and ideas to the public.

What to Know We respect the right of individuals to make decisions about what they buy.

We ask our customers to respect our right to bring the public the widest selection of titles and ideas.

What to Do Display product according to Calendar Club merchandising guidelines.

When you believe certain merchandise requires display that differs from the merchandising guidelines

due to local ordinances or regulations, consult with your Operator and or Store Support

Potentially controversial titles (e.g., Hot Buns, Dream Guys etc) should not be placed in store

windows, storefront displays, or in the line of sight of children.

You may request calendar covers from Head Office if necessary.


Counterfeit Currency

Our Standard Operators, Store Managers and Associates should be aware of the characteristics of counterfeit currency.

Presentation of a counterfeit bill does not imply our customer is a counterfeiter. Always request another

form of payment.

What to Know How to detect counterfeit Canadian Bank Notes:

Look for differences not similarities

Examine genuine bank notes closely and regularly

Know them like the palm of your hand

Compare a suspect bank note with a genuine bank note of the same denomination

***Please see Employee Handbook(included in store support box) for more Guidelines***

What to Do When you suspect a bill is counterfeit:

Inform the customer that you will need Management approval.

Management should inform the customer that the bill cannot be accepted by saying “I believe someone

has given you counterfeit currency.”

Ask for a different bill or another method of payment.

Helpful Hints For more information on detecting counterfeit bills check out the RCMP Web site www.rcmp-grc.gc.ca

http://www.rcmp-grc.gc.ca/


Credit Card Fraud

Our Standard Everyone should be aware of the methods used for verifying authentic credit cards. Stolen or counterfeit

credit cards are sometimes presented for payment.

What to Know Do Not Put Associates at Risk – If you are instructed to retain or destroy a customer’s credit card by the

Banking Terminal, inform the customer politely. Do not make a scene. If the customer becomes irate,

return the card to them immediately.

What to Do How to prevent accepting a stolen card:

Verify signature on the credit card against signature on register receipt.

Feel the numbers on the credit card to insure they have not been altered.

Verify spelling on credit card against what the customer signed.

Verify that the following match:

Name on credit card.

Customer’s signature.

Call the credit card center for approval when prompted by the register.

Credit Cards left in the store:

Phone the credit card center and report the card was left in the store.

Place the credit card in a safe place in the store.

When not picked up or contacted within seven (7) days, call the number or mail the card to the address

on the back of the card.

Helpful Hints When unsure of a customer’s signature, ask for another piece of identification with a signature and

compare this signature to the one on the charge receipt.

Ask customer to sign an unsigned card and ask for another piece of identification for signature

verification. When customer does not wish to sign, ask for another piece of identification for

verification of the signature on the register receipt.

Do not retain or destroy a customer’s credit card regardless of the instructions from the credit card

center. Return the card to the customer and ask for another method of payment.

We accept ONLY Visa, MasterCard, American Express credit cards as well as debit and cash.


Customer Injuries

Our Standard We maintain a safe shopping environment that is free of hazards for our customers and associates. Handle

injuries and or incidents quickly and professionally. Remain calm.

What to Know Train all associates to be responsive.

Do not dismiss or ignore any customer with an injury no matter the severity.

If available, the store manager should always handle injury incidents.

Report any injury or incident to your Operator and Store Support immediately.

Complete an Incident Report regardless of the severity of the injury. Forms are available online at

www.calendarclubcanada.ca

What to Do Ask another associate to assist you to assure there is a witness to all actions taken. If assistance is not

nearby, do not delay responding.

Obtain Medical Attention (if necessary)

Call 911 immediately when the condition appears serious.

Provide minimum basic first aid when requested by the injured party.

Do not make any statements regarding responsibility for the incident.

Stay with the injured party until the appropriate medical attention is received.

Determine How the Incident Occurred:

Ascertain what happened.

Determine if there were any witnesses and obtain their name, address and telephone number.

Determine corrective action needed to assure another incident does not occur.

Complete an Incident Report:

Complete the Incident Report, answering all questions in detail.

Record comments concerning the incident on a separate piece of paper and attach to the Incident Report.

Inform the customer that the incident information will be faxed or emailed to Store Support and given

to the Operator.

Do not provide the customer with a copy of the Incident Report.

Distribute the Incident Report:

Fax or email copies. 519-442-4602 or [email protected]

File the store copy in the Outgoing section of this Manual.

Correct Housekeeping Conditions

Correct any general housekeeping conditions that contributed to the incident.

Report conditions that cannot be easily corrected to your Operator.

Helpful Hints Refer customer inquiries about an incident to your Operator.

If an employee is working alone, mall security may be helpful.

Documents to Use Incident Reports




Customer Service – Commitment, Approach, Issues

Our Standard Calendar Club is committed to provide the highest quality customer service of any retailer in North

America. Customer Service is the most important aspect of your job. Customers are first even when

responsibilities are numerous. Customer Service on the phone is as important as in person. Consider the

Customer as you would a Guest in your home.

What to Know The customer is our first priority.

Each and every customer should receive help in a courteous, efficient and professional manner in all

circumstances.

Welcome and acknowledge every customer either verbally or non-verbally with a greeting, eye

contact, or a smile.

Telephone customers deserve the same high standards of customer service you provide in-store

customers.

You should do everything in your power to assist a customer in resolving any issue.

If a customer requests something your store/kiosk does not carry, give them a Calendars.Direct wallet

card

Let Store Support help you help the customer, call Calendars.Direct 1-866-550-4455 to locate a

calendar with our Store Finder feature.

What to Do COMMITMENT:

Acknowledge every customer either verbally or non-verbally, assess the customer, determining how

and when to approach based on the cues he/she gives, and approach the customer prepared to satisfy

him/her.

When assisting a customer, always take the customer to the section, put the calendar in the customer’s

hand, and ask if there is another title we can find.

Always use positive language, saying “yes” to the customer and explaining what we can do.

Always respond quickly and effectively to customers.

Answer the telephones within four (4) rings with the appropriate greeting (Calendar Club, mall name,

how may I help you).

APPROACH:

Greet and welcome customers as they enter the store.

Always interrupt tasks to assist a customer.

Respond to lines at the cash wrap quickly and effectively.

When assisting a customer always take the customer to the section, place the calendar in the

customer’s hand, and ask if there is another title we can find.

Always listen first…Then respond!

Use the wallet cards as an icebreaker.

Ask if they know about our gift wrap and teddy bears

ISSUES:

When approached, take the time to listen to the customer.

Determine the customer’s expectation and decide how to help him/her.

Make every effort to address the issue and resolve it to the customer’s satisfaction prior to the

customer leaving the store

Ensure that the customer is offered the opportunity to speak with the Store Manager regarding the issue

or concern.


Customer Service --- Commitment, Approach, Issues

(Cont’d)

What to Do TELEPHONE:

Answer the phone as quickly as possible – remember to be courteous.

Get permission from the customer before putting them on hold.

Never keep a customer on hold for an extended length of time.

Give as much accurate information to the customer on the phone as possible.

Be prepared to give general information – store hours and location in the mall.

Always mention your name and the mall name when answering the phone to avoid confusion. (i.e.

“Calendar Club Lynden Park Mall, Sherry speaking, how may I help you?” ).

If you have a long line of customers waiting at the register when the phone rings, politely explain to

the caller that your store is full and ask if you can return their call later. Be sure to get their name,

number, and best time to call back.

Helpful Hints Refrain from saying, “It’s our company policy that’s why we do this.”

Refrain from being defensive or justifying the situation.

When presented with a customer, who wishes to discuss their opinion or concern with a corporate

representative, provide the customer with the following information:

Calendar Club Head Office Information:

Phone Numbers: 1-866-370-7054 extension 126. After hours 1-866-370-7054 ext 126 option 8

Email address: [email protected]

Mailing address: ATTN: Calendar Club Customer Service

P.O. Box 374

65 Silver Street

Paris, ON

N3L 3T5



Daily Opening

Our Standard To keep Store Managers and Associates informed using CC Messenger.

What to Know It is a requirement to check CC messenger on a daily basis, sometimes more than once a day.

There is a Daily Operational Checklist to go through.

Check voicemail on store phone.

What to Do Allow some extra time each day before you are open for business to do the following:

Turn on register.

Check messages via CC messenger.

Check phone messages

Documents to use CC Messenger

Daily Operational Checklist


Damaged Merchandise

Our Standard Merchandise received in damaged condition must be reported within 48 hours of delivery.

What to Know If you notice a severely damaged box when accepting a merchandise delivery, notify the delivery

person and make sure the damage is documented.

If you notice merchandise damage after opening a box that appears to be in good shape note any and

all damages on the Damaged Merchandise Form, found in POS and on the website.

Some merchandise may not be damaged beyond the point that a customer may want to buy it. If it is

salvageable, try to sell it. Call Head Office for clarification on discounting the merchandise

What to Do Note on the invoice whether or not you notified the shipper of the damaged merchandise at the time of

delivery.

Fill out the Damaged Merchandise form at the time of delivery.

Immediately email the completed form to your Operator and to [email protected]

File a copy of the Form in your Store Portfolio.

Store damaged merchandise until the store closes at the end of the season. Once your store closes you

will return the merchandise to Calendar Club.

Operator is responsible for damaged merchandise.



Damaged Merchandise Form

*Please read section in Store Manual regarding Damaged Merchandise.

*Merchandise received in damaged condition must be reported within 48 hours of delivery.

Date: 10/23/01 Time: 1:15 PM

(M/D/Y)

Describe reason for damage merchandise: A box was received from UPS and it had a crushed corner -2 calendars were damaged inside.

Has shipper been notified: yes no

In the form below list all items that were damaged in this incident.

Invoice#

Title

Type

Barcode

QTY

Retail Price

Total Retail Price

00987545 Hockey Heros WALL 956452145785 2 $14.99 $29.98

*Please set items/box aside for UPS claim and/or return to warehouse at end of season.

6 Adams St Paris, ON N3L 3X4 519-442-3153 Fax 519-442-4602

Store Number

502

Mall Name Upper Canada Mall

Store Phone ( 905 ) 685 - 2132

Yes


Operator - Transfers

Our Standard Calendar Club authorizes end of season transfers only. The head office will schedule this with the

Operator.

What to Know In-Season Transfers

Permitted only with approval from Head Office.

Follow the instructions in the Quick Reference Guide for correct procedure.

It is critical to follow these procedures to ensure accurate inventory control.

End of Season Transfers

The Operator will be responsible for the accuracy of such transfers.

End of Season transfers are mandatory as determined by Calendar Club Head Office.

The entire inventory of the closing store must be transferred to the store that will remain open; in order

to maintain accurate inventory records.

The inventory data scanned into the PC Cash Register will be transferred to the inventory of the store

remaining open.

Store Support will schedule when you will transfer merchandise from a store that is closing.

What to Do Notify Store Support immediately before scanning in your inventory for transfer.

Scan the inventory that you are transferring into the PC Cash Register and upload journal file.

Uploading journal file will send the information to Head Office


Operators - Store Review

Our Standard All Operators are required to visit each of their stores at least once a week.

What to Know The goal of Weekly Store Reviews is to insure that your stores are operating as effectively as possible. Stores

must follow these basic guidelines:

Maintain proper staffing levels at all time.

Provide excellent customer service, in the store and on the phone.

Operate Cash Registers correctly and efficiently.

Maintain a neat and orderly store at all times.

All employees are wearing the approved Calendar Club attire

What to Do When a review is below average, a return visit is necessary before the up coming weekend.

Always look for areas that need improvement.

Praise your Store Manager and sales associates for the positive aspects of the store.

Set a goal with your Store Manager specifying the time frame for the negative items to be corrected.

Helpful Hints Use your best store as the benchmark for your other stores.


Emergency Procedures – Closing Your Store

Our Standard Inclement weather, utility problems or other emergency conditions may result in a “closed store” situation.

Stores should only close when the mall has made the decision to close.

What to Know In emergency situations, upon deciding to close, every attempt should be made to notify associates

about reporting to work.

Remain open as long as the Mall is open. Just because other stores near you may be closing does not

mean that you can close.

What to Do Confirm all closings with the Operator and Head Office as soon as possible.

Contact all Associates scheduled to report to work and inform them of the closing.

Complete all normal closing procedures.

If you are unable to make it into work because of inclement weather please inform Mall Management,

Your Operator and Head office.


Store Compliance

Our Standard To achieve total compliance from all stores on the issues listed below.

Any store manager or operator that fails to comply with these documented procedures or

requests will be required to reimburse Calendar Club accordingly or be in forfeit of their

contract.

What to Know

Store Operations

Store Photos must be taken according to the instructions included with a digital camera within 48 hours

of a stores opening. These photos must be sent to Head Office. Email them to

[email protected] or upload them using you send it.

http://dropbox.yousendit.com/calendarclub.

Bank Deposits must be made daily in compliance with all instructions. The Deposit amount must

match the Sales Report for the day.

Sales Reports and Weekly Summary Reports must be complete and comply with all instructions.

The store must adhere and comply with mall hours of operation.

Merchandise

Display or Sale on non-Calendar Club products is forbidden. Non compliance will result in immediate

termination of contract, loss of store and forfeiture of all monies due.

Returns

All of the following items must be returned without exception after store closing by the deadline agreed

upon in compliance with the Closing Procedures provided.

All fixtures in original boxes

Cash Register and all peripherals in it’s original box or crate

All keys

Debit/Credit machine with manual, all cords and printer

Manual Credit Card machine with Copper Plate

Store Support box and all of it’s contents

Calendar Club Quick Reference Guide

Any left over pre-printed deposit slips/books to be put in Store Support box.

What to Do Read the operator contract, the manual, and emails thoroughly and carefully to be aware of all

procedures.

Organize your store and paperwork regularly.


http://dropbox.yousendit.com/calendarclub


Head Office

Our Standard The Calendar Club Head Office provides the support needed to operate your store successfully.

What to Know The Calendar Club Head Office is located in Paris, Ontario.

Your main contact with the Head office is Store Support - 1-866-370-7054

The Head Office will try to provide answers and solutions to your problems or questions in order of

priority.

What to Do Contact Store Support with any questions or concerns.

Send customer service a message via CC messenger

Email [email protected] if you have any questions.

References Store Support



Housekeeping & Daily Maintenance

Our Standard Calendar Club stores maintain the highest standards of cleanliness, presentation and organization, to

provide customers with an inviting shopping experience. Store housekeeping should be the shared

responsibility of all store personnel.

What to Know Bathrooms are clean at all times (Inlines )

Windows are clean at all times (Inlines)

Floors swept or vacuumed daily.

Cash wrap maintained to standards.

Only items needed for business at the cash wrap.

No employee food, beverages, or personal items in view of the customers.

Nothing posted in customer’s view (i.e., notes, internal memos, handwritten signs, etc.)

No liquids near the PC cash register.

Fixtures and merchandise must be dust free.

Burnt out light bulbs must be replaced.

No handwritten signs. If you require a special sign, please call Store Support and request it.

What to Do Use the Daily Operational Checklist each day as a guideline for performing your housekeeping.

Helpful Hints Renting a space in a mall is not like renting an apartment. There are many repairs that are not the

responsibility of the mall – read the lease for more details. Always contact your Operator when a problem

arises in the store, and he/she will make the determination to call mall management.

Documents to Use Daily Operational Checklist


Internal Theft

Our Standard Internal theft will result in the immediate termination of an associate or store manager and may be grounds

for prosecution. To report any internal theft, contact your operator and Head Office.

What to Know Any internal theft should be reported immediately to your Operator and Store Support.

What to Do Store Associates who wish to report any incident of internal theft should call their operator and Head

Office

The caller may remain anonymous if he/she wishes.

All reports will be confidential.

All reports will be investigated.


Lost/Missing Cartons

Our Standard You must make every effort to track and locate lost cartons.

What to Know A list is on our website whenever a UPS Shipment is made to your store www.calendarclubcanada.ca

This report includes the Invoice/Tracking number per box, calendars by title and ISBN within the box,

retail value of the box, date the box was shipped.

Sometimes shipments get split and the boxes from one shipment will be delivered on two consecutive

days.

UPS Lost Parcel Tracking:

1-800-PICK-UPS (1-800-742-5877)

www.UPS.com

What to Do If a carton is missing:

Ensure you know the ETA of the shipment.

Wait an extra day – the shipment may have been split at the UPS Depot.

If the carton has not been delivered after allotted time you may track the box using the UPS Tracking

System or contact Calendar Club Store Support within 24 hours and we will trace the package.



Merchandise Discrepancies

Our Standard When there is a discrepancy between the actual quantity received and the invoice quantity for a particular

title, the discrepancy must be reported using www.calendarclubcanada.ca website and filling out “Report a

shipping discrepancy”

What to Know

You must reconcile the merchandise in every carton against the invoice enclosed in the box.

Any discrepancies will be reviewed and verified before adjustments are made.

Discrepancies can be made through POS register – please see CC instructions at back of manual

What to Do If you discover a discrepancy when receiving merchandise against the invoice, fill out the Merchandise

Discrepancy Form which is located on our website www.calendarclubcanada.ca

Ensure that you “Receive” the Invoice/PIN number even though there is a discrepancy.

Please report the discrepancies within 48 hours of receiving the merchandise

Helpful Hints

Double check the contents of your shipment and report any discrepancies.




Merchandise Replenishment

Our Standard To provide merchandise to the store throughout the season based on store size, location, historical data,

current sales, sales plans and other key indicators.

What to Know The inventory of merchandise in your store is calculated and processed on a daily basis upon receipt of

the data from the POS down load.

The first replenishment order of merchandise will be shipped when the specific indicators for your

store, trigger the requirement.

This replenishment order will arrive by courier.

To receive all replenishment orders correctly please see– Store Orders/Invoices & Receiving Product.


Music

Our Standard During business hours, all Inlines are required to play music. Please use good judgment to ensure music is

appropriate for all ages

What to Know Studies have proven that customers browse longer and feel more comfortable shopping with

background music.

Use musical selections that enhance the ambiance and atmosphere of the store.

What to Do Keep the volume at a level low enough that you can carry on a conversation with a customer, but loud

enough to be audible.


Organizing Your Store Paperwork

Our Standard In order to operate your store efficiently we recommend that you maintain organized store files.

What to Know You will be receiving a Store Portfolio.

Filing and organizing paperwork should be done on a daily basis.

What to Do Use the Store Portfolio provided to keep your paperwork organized

Shipping Invoices – must be kept in numerical order and clipped together by week.

Credit/Debit receipts – place signed copies together daily – Place in the daily white envelope.

Keep store copies stapled together by day and file in the portfolio.

Freight Bills – keep any freight bills or shipping documents you receive.

Keep accurate and complete records for all employees.

Helpful Hints Stay up to date with all paperwork; it will make reconciliation much easier at the end of the season and

will provide you with an overview of your profitability throughout the season. It is much easier to

react to problems when you are properly prepared and well informed.

Operators: Consider an administrative assistant to do all bookkeeping and paperwork.


Post Christmas Sale

Our Standard Our “Post Christmas 40% Off Sale” begins the day after Christmas, and runs through your last day of

business or until the 60% Off Sale begins. This planned sale is mandatory for all locations.

What to Know All stores will receive a Post Christmas Sale package containing the complete instructions and signage

needed to prepare your store for the sale.

Exchanges/Refunds during the Sale:

Any merchandise purchased during the Post Christmas Sale is non-refundable.

Customer Satisfaction is very important. If an incident arises where a customer insists on a refund, use

your judgment to prevent a negative situation. We do not want angry customers.

Call Store Support with any questions.

Customers may exchange sale merchandise for another item of equal or lesser value.

If it’s a greater value, the customer pays the difference. If it’s a lesser value, refund the customer.

Any exchange must be entered through the Cash Register.

During the sale, customers may return merchandise purchased at full price, it they have the

merchandise and their original sales receipt.

All merchandise returned or exchanged must be in re-salable condition.

What to Do After closing on December 24th, box up the items from the sales floor that should not be sold on sale.

Clearly mark the boxes “Not to be sold on sale.”

Display the sales signage and graphics that have been provided.

Come into work early on the first day that you are open after Christmas.

Print the email from the Datasym Cash Register make note of any sale updates.

Scan a calendar and verify that the price displayed is 40% of the regular retail price.

If the calendar scans at 40% off you are ready for business.

If the calendar does not scan at 40% off, the upload was not successful and you must call Calendar

Club Head Office before ringing in any sales.

Helpful Hints Post Christmas sale must begin when the store opens the day after Christmas. All sale preparation should

be done after you close on December 24th.


Property Damage & Incident Reports

Our Standard Maintain a safe shopping environment that is free of hazards for your customers and associates. Resolve

damage to property quickly and professionally. Remain calm. Store personnel should document any

unusual occurrences in the store using an incident report.

What to Know Report property damage to your Operator or Store Support immediately.

Ascertain how the property was damaged.

Complete an Incident Report for any type of damage (customer or Company property)

Burglary

Emergency Closings

Employee Theft

Fire

Property Damage

Robbery

Shoplifting

Customer or Associates injury

Any other unusual event

What to Do Complete an Incident Report

Answer all questions in detail.

List all damages to the customer’s property.

Attach copies of any documents provided by the mall security or the police.

Fax copies to:

Store Support - fax number – 519-442-4602.

Operator

Company Property Damage

Isolate the damaged area and damaged merchandise.

Ascertain how the property was damaged.

Complete an Incident Report

Answer all questions in detail.

List all damages to non-merchandise store property.

Complete an itemized list of all damaged merchandise by barcode, quantity and price. Attach the

list to the Incident Report.

Distribute the Incident Report:

File store copy in the Outgoing section of this Manual

Email copies to:

[email protected]

Operator



Property Damage & Incident Reports (cont’d)

References Incident Report

Burglary

Shoplifting

Robbery

Internal Theft

Customer Injuries

Employee Injuries

Property Damage

Fire

Emergency Closings

Documents to Use Incident Report


Public Relations

Our Standard Operators and store management is responsible for presenting the store and the company in an accurate

and positive manner to the general public (i.e. customers, media, and other groups). Remember to protect

confidential information such as sales and personnel information.

What to Know Only the Operator is authorized to represent the store regarding issues, policies, and procedures that

are specific to the store and the local community.

When unsure how to respond to a specific situation or injury, or if the situation/issue has potential

ramifications for the Company on a broader scale, contact John Edgar ext. 102 at the Head office for

guidance.

When handling any public relations situation, always insure the information you provide is accurate.

Do not guess at a fact or policy.

Handle all public relations situations in a friendly and positive manner.

Phone John Edgar at the Head office prior to allowing the media to film or photograph in your store

or before giving an interview.

Refer any national media requests to John Edgar at the Head office.

What to Do You are authorized to make general statements about what titles/categories are selling.

Respond to media inquiries as promptly as possible by finding out what they are calling about and

their deadline.

Be prepared. Remember there is no such thing as “off the record”. You should not respond

immediately. Tell the reporter you are busy with a customer, gather your thoughts and call him/her

back.

Refrain from commenting on sales, earnings, sales strategies, and other confidential information.

Always phrase your responses in a positive manner.

Be honest in all responses, but also remember that just because a reporter is asking does not mean you

are obligated to answer. “I’m not the best person to answer that question for you, but I can have

someone get back to you,” will often help with a question you are not prepared to answer.

Never express a personal opinion to the media as a Company representative.

Be friendly; you are speaking to all customers or potential customers who may read or hear your

response.

Keep your responses brief, clear, and concise. State the most important information first, followed

with other information in descending order.

Helpful Hints Remember to call John Edgar at the Head office if you have any questions about an upcoming interview.

519-442-3153 ext. 102


Robbery

Our Standard A robbery occurs when someone takes the store’s money, in the presence of employees and/or customers,

by threat or intimidation. In the event of a robbery, associate and customer safety is the first concern.

What to Know Safety first.

Remain calm.

Do not chase or follow a robber.

Do not refuse to cooperate with a robber.

What to Do Robbery Prevention:

When carrying cash, watch the people in your immediate area.

When someone makes you uncomfortable, stay in a safe area until help arrives.

Always cover cash tills and conceal drawers or moneybags.

Go directly to your intended destination. Do not stop along the way or put money down.

Avoid counting money in front of customers.

Never leave an open cash drawer unattended.

If possible, have two people make bank deposits.

During a Robbery:

Obey the robber’s commands. Our goal is to get the robber out of the store as quickly as possible.

Calmly inform the robber of any pending surprises. For example:

“I’m going to reach into my pocket to get the keys to open this.”

“I think my assistant is in the office.”

“I am going to ring a sale in order to open the cash register drawer.”

Avoid looking the robber in the eyes.

Discreetly notice any identifying features such as:

Height

Weight

Age

Scars

Tattoos

Other Unique Features

When the robber leaves concentrate on noting (on paper) a description of any other attributes.

After the Robbery:

Phone the Police to report all details of the robbery.

Follow instructions given by the police.

Make note of the case number assigned to the robbery.

Phone your Operator and Store Support to report the robbery.

Reporting a Robbery:

Document the robbery on an Incident Report


Mail one copy to Store Support and file one copy in the Outgoing section of this Manual.

Document to Use Incident Report


Shoplifting

Our Standard Calendar Club believes that the best deterrent to shoplifting is providing outstanding customer service.

What to Know Approaching a Suspected Shoplifter:

Associates are not to approach a suspected shoplifter except to give active customer service.

Associates must alert the Manager, if present, of any suspected shoplifter.

Do Not Approach a Suspected Shoplifter When:

Doing so would put associates or customers in physical danger.

Any of the steps listed below under “Approaching a Shoplifter” are missing.

Working alone.

What to Do Greet customers and make eye contact.

Talk to customers about merchandise they handle.

Watch the customer flow and offer assistance.

Approaching a Shoplifter

Management may confront a shoplifter only when the following have occurred in this order:

Management observes the person take the merchandise off the shelf or display.

Management subsequently kept the person under constant and close observation.

The person is approaching the doorway with the intention of exiting the store.

Apprehending a Minor

When determined that you have detained a minor you must:

Detain the minor.

Contact the parent/legal guardian.

Release the minor only to the parent/legal guardian or mall security.

Failing to contact the parent or legal guardian, you must release the minor to a police officer.

Apprehending a Shoplifter

Detain the shoplifter to inquire about merchandise not paid for.

You may either:

Recover merchandise and release shoplifter.

Contact mall security or the police.

Reporting a Shoplifting Incident

All incidents of shoplifting must be documented on an Incident Report.


Mail or Fax one copy to Store Support and file one copy in the Outgoing section of this Manual.

Helpful Hints While you should be aware of shoplifting, remember that it represents one of the smallest percentages

of unrecoverable financial loss in the company.

A properly staffed store will minimize loss by shoplifting.


Store Orders/Invoices & Receiving Product

Our Standard Stores should receive merchandise quickly and accurately. Each box of merchandise delivered to your store

is an individual order.

What to Know The Distribution Centre in Paris, ON will ship replenishment orders with UPS Courier.

Keep in mind that the couriers have a regular scheduled delivery time in malls.

One box is considered an order.

Every box contains its own invoice.

Each invoice will provide the following information:

Title/Type

Item – ID

Item Quantity

Retail Value

Type of order

Manifest Date ( date the box is shipped from Calendar Club)

A Shipping Report is emailed to the Store Operator with every shipment.

What to Do “Receive” every box you get, including your opening order – this is done on the Cash Register.

Follow procedures in the CC store instructions of this manual.

Verify the product received against the Invoice within the boxes.

You are accountable for the product listed on the Invoices.

If there are any discrepancies on the invoice to what you received please follow procedures in the

Merchandise Discrepancy section of this manual.

If you believe cartons are missing, follow those guidelines on the page “Lost/Missing Cartons”

When receiving your delivery and restocking shelves, it is vital to keep the store looking neat and

clean.

Do not leave ANY garbage on the floor while stocking shelves.

Do not stack boxes in the way of your customers.

Keep all Invoices that come with the shipment.

Helpful Hints Use UPS Tracking System for Shipment status.

Store Support will be able to track and trace parcels that were shipped to you if you call them.


Store Support

Our Standard Store Support will be your main contact with the Calendar Club Head office throughout the season. The

number is 1-866-370-7054

What to Know Contact Store Support with any questions or concerns that arise at 1-866-370-7054 ext 126.

All store correspondence will be directed to Store Support . Label any correspondence with your mall

name and number and “Store Support”.

What to Do Contact Store Support regarding the following:

Store set-up questions.

Fixture requests.

Merchandise questions and concerns.

Shipping questions.

Pre-Season preparation questions.

Bags, Cash Register tape, debit unit paper, wallet cards etc

Other questions and concerns.

Helpful Hints If Store Support is unavailable, leave a detailed voice mail message outlining your question or concern

as well as your store name, store number and phone number. He/she will call you back in order of

priority.

To reach store support after hours call 1-866-370-7054 ext 126 option 8


Store Value

Our Standard Every store will be assigned a permanent Store Value before the initial shipment is sent

What to Know A Store Value is the amount of total net sales we expect from your store at the end of the season.

Store Values drive your store opening and closing dates, the amount of merchandise you receive, the

number of Associates you should have working at any given time, etc.

Store Value amounts are broken into daily targets on your Sales and Staffing Schedule.

Store Values will not be changed once your store has been sent its initial shipment.

What to Do Each day, your store should try to exceed the sales goal listed on the Sales and Staffing Schedule.

If your store is under performing, discuss possible reasons with your Store Operator.

Helpful Hints Communicate the daily sales goals with Associates. Let them know how the store is doing, and

congratulate them when daily sales are met or exceeded.

Document to Use Sales and Staffing Schedule


Till – Change

Our Standard Always have enough of the needed denominations of currency and coins on hand to make change. Avoid

situations where employees must solicit change from other merchants.

What to Know Always be aware of how much change you have on hand and consult upcoming sales goals to project

future needs.

First day of business, the register must contain at least $200.00 in cash and coins to be used as change.

The Operator must provide the initial $200.00 cash outlay. Be sure that $100.00 of the $200.00 is

in coins, especially nickels and dimes. You will also need a large supply of one’s and five’s. This

Value may change at the Operator’s discretion.

Make sure you count your float at the beginning of each shift.

Larger volume stores will need more change.

At the end of business on the first day or as soon as stores sales volume is adequate, remove your

initial $200.00. However, always have at least $200.00 in the register to make change the next day.

Do Not leave your float in the Cash Register. Lock it in the cash box and chain it to the tower.

Leave the drawer of the Cash Register open.

What to Do Establish a secure (hidden) location to keep a stock of extra rolled coinage and currency.

Locate sources of emergency change should you get caught short.

Consult with Operator to establish a dollar amount to be kept in the change overstock. When till is

depleted, buy change from the overstock, but maintain a constant amount in both places.

Make a regular habit of going to the bank to replenish the overstock.

Helpful Hints Check your change situation daily and think ahead for weekends.

Some grocery stores have bank branches that are open long hours on Saturday and Sunday.

Department stores will sometimes be willing to make change for other merchants. You can ask at the

customer service window.

Video arcades can be a good source of emergency change.


In Season Updates/CC Messenger

Our Standard Each store will receive updates, promotions and any information via CC Messenger. You are responsible

for reading all information.

What to Know The mailings take precedence over anything written in this manual.

The following are examples of what you will find in your messages.

Update and action requests from all departments

Messages are very important; this will be your only link to the store from all departments in the Head

office.

Please make a habit of reading all information sent by Head office.

The following types of documents are binding as stated in the Operator Agreement:

E-mail

Faxes

CC messages

Urgent notices

What to Do Phone Store Support if you do have any questions

All employees are to read ALL messages

Helpful Hints It is very important to make sure that Calendar Club has the correct mailing address for your store in order

to insure you receive all mailed materials.


Window Displays

Our Standard To create a dynamic window display that will entice customers to enter the Calendar Club Store.

What to Know A good window display will:

Draw attention to your store.

Increase consumer awareness.

Set the store’s personality.

Sell merchandise.

What to Do Clean the windows inside and out.

Use the window display packages provided in your opening shipment to create the window displays.

Make certain that the calendars on the blowups for your window display that have adequate stock

levels. Customers are frustrated when they see merchandise featured in a display and then find you are

out of stock of that title.

Make sure your window displays look fully merchandised, no grid should be showing.

Helpful Hints Make sure sales staff knows what items are displayed and where to locate them in the store.

Keep your displays clean and organized, and change them frequently.

Observe the displays of large department stores for ideas.


Daily Store Closing Procedure & Sales Reports

Our Standard Each Operator, Manager and Sales Associate must follow the Daily Store Closing Procedure. The

Reconciliation’s, sales reports, Credit/Debit Receipts, Cash Register Function Receipts and Stamped

Deposit Slips - properly organized - enclosed in the envelopes supplied, must be shipped to Indigo every

Monday in the UPS Envelope provided, (white bag with UPS sticker attached).

What to Know There are detailed instructions for filling out the reconciliation form on the POS in the CC store

instructions at the back of this manual and an example is below.

The Daily White Envelope has instructions on it requesting that the Sales Report and the Settlement

Report be stapled to the top, right-hand corner. All other receipts to go inside the envelope.

The Operator, Store Manager and Sales Associates must read, understand and follow the Daily Store

Closing Procedure.

What to Do


Daily Store Closing Procedure & Sales Reports cont’d

Insert the Credit/Debit Receipts and all Cash Register Function Receipts into the Daily White

Envelope and then staple the sales report onto the top, right-hand corner of the Daily White Envelope.

Print your store name and number with the date on the front of the envelope in the spaces provided.

Close off your register by following the PC daily closing instructions and enter you daily deposit on

the reconciliation form. Instructions for both are located in Quick Reference Guide and in the CC store

instructions at the back of this manual.

Make deposit either through the night depository or take directly to the bank.

Keep a record of the deposit slips and the deposit bag number with the day’s reconciliation records.

Pick up stamped Deposit slips at the bank on a regular basis.

At the end of each week you must submit the weekly reconciliation and then upload the journal file.

At the end of each week you must send all of the required envelopes and their contents with the printed

Reconciliation Sheet to Indigo in the UPS envelope provided.

Call UPS every Monday Morning for pickup.

UPS phone number for pickup – 1-888-SHIP-123 or (1-888-744-7123).

It is crucial to keep records of everything in an organized way for your own records as a back up in

case there are any discrepancies at a later time.

Helpful Hints Complete all paperwork each night.

File your reports in order by day in the weekly sections of your portfolio for your own reference.

Document to Use Daily Store Closing Procedure – located in Quick Reference Guide


Post-Season


Fixtures – Downsizing

Our Standard The store should always be appealing and look full to the customer. In order to accomplish this, it may be

necessary to downsize Inlines towards the end of the season.

What to Know Displays that hold games/toys or calendars that will not be sold in the post Christmas sale should be

removed and replaced with other merchandise.

As the season reaches a close, merchandise will decline and you must re-arrange your store to be

presentable to customers.

Call Store Support to find out when your last expected shipment is to arrive.

What to Do Kiosks - Begin consolidation by removing top and bottom shelves (bottom first) and restocking as

merchandise arrives at the store.

Inlines - Shift and consolidate merchandise by section towards the front of the store.

Inlines - Remove empty fixtures while still maintaining the appearance of a full store (start at the back

and work forward).

Helpful Hints Neatly store fixtures in storage area and start to pack fixtures if there are enough fixtures, time, and space

available.


Closing Procedures – Two Weeks before Close

Our Standard To be prepared and up to date on your store’s sales, associates, closing dates and closing preparations.

What to Know The Store closing date is set on a store-by-store basis. Closing dates take into consideration lease end date,

store sales, and other factors. You may only close on your authorized date.

Your closing will run more smoothly if you take some time now to prepare. Head Office, the Calendar

Club Operator and Store Associates must work as a team to co-ordinate your closing to make it as effortless

as possible.

What to Do Check leasing on the web to find out your exact day of closing/lease end date

You will receive a Closing Package outlining everything you need to know for your closing day.

Read that entire document thoroughly

Call Denyse Colleaux at 1-866-370-7054 ext 127 and arrange your shipping appointment scan.

Head Office will call the local telephone company to confirm the date of telephone/hi-speed internet (if

applicable) shut off. The telephone/internet will be scheduled for shut off the day AFTER your

freight is pick up so that there are no interruptions with the service during your closing day

The telephone needs to be scheduled for shut off the day AFTER you close, so that there are no

interruptions with the service during your closing day.

Remember to save merchandise boxes when you receive replenishment shipments so you have

something to return the games, toys and stripped calendars to head office when you pack up.

Check in your storage area to ensure that your pallets, totes, fixture boxes and other saved boxes are

still there. If you have lost them call 1-866-370-7054 immediately so that replacements can be shipped

and invoiced to you.

Call Head Office regarding whether or not you are to transfer products to another store or not just

before closing and what your closing shipping appointment is.

Please ensure that you have your original packaging for the POS cash register. If you are unable to

locate the original packaging, please contact Customer Service at 1-866-370-7054 immediately.

If you have any questions or concerns regarding the closing or the procedures you are to follow, now is

the time to call Customer Service at 1-866-370-7054 for assistance. Do not wait until the day you

close

Deliver the Temporary Tenant Evaluation Form and Cover Letter to the Mall Management office

Inform Mall Management office of your closing date at the time.

Document to Use Closing Package Forms

Store Manual –

Post-Season Section

Temporary Tenant Evaluation Form & Explanation Cover Letter


Temporary Tenant Evaluation

Our Standard Each Mall must return a completed “Temporary Tenant Evaluation” signed by mall management.

Delivery and follow up on this is the Operator’s responsibility.

What to Know It is very important to build a positive rapport with mall management. A positive relationship

increases our chances of being asked to return the following season.

Calendar Club has provided a standard letter to accompany the evaluation in the Forms section.

What to Do Two weeks before the closing of your store provide mall management with the Temporary Tenant

Evaluation Form and explanation letter.

Follow up with mall management to insure the form is completed and returned.

The completed and signed Temporary Tenant Evaluation must be returned to Store Support within two

weeks of your store closing. Please email to [email protected] or fax to 519-442-4602

Two days before your store closes, kindly remind the Mall Manager to complete the form and fax it to

Calendar Club Head office.

Helpful Hints Hand deliver the form and explanation letter to your mall management. Explain the rating system and what

score is required for minimum standards.

Document to Use Temporary Tenant Evaluation Form

Explanation Cover Letter

Scan and email to [email protected] or fax to 519-442-4602




Mall Name: ________________________________________________________________________________

Operator Name: ___________________________________________________________ Store #:

_________

Dear Mall Management:

Please complete the following Evaluation and return it to Calendar Club of Canada. We

have interest in returning to your mall and therefore use this evaluation form and your

comments to make the necessary changes to satisfy your needs. We would appreciate

receiving this Evaluation form within 2 weeks of the store closing.

(Circle appropriate rating)

LOW PASSING

1. General appearance of location 1 2 3 4 5 6 7 8 9 10

2. General appearance of personnel 1 2 3 4 5 6 7 8 9 10

3. Professionalism of personnel 1 2 3 4 5 6 7 8 9 10

4. Product presentation 1 2 3 4 5 6 7 8 9 10

5. Responsiveness to customers 1 2 3 4 5 6 7 8 9 10

6. Co-operative with mall personnel 1 2 3 4 5 6 7 8 9 10

7. Desirability as future tenants 1 2 3 4 5 6 7 8 9 10

8. Adherence to mall hours 1 2 3 4 5 6 7 8 9 10

9. Adherence to mall rules and regulations 1 2 3 4 5 6 7 8 9 10

10

Sales:

Adherence to Mall sales reporting standards

Yes

No

Not Applicable

Sales vs. other temporary tenants 1 2 3 4 5 6 7 8 9 10

Comments:

Completed by:

Name

Title

Date

Leasing Contact:

Name Title

Phone 2013 Date best contacted by

For Office Use Only

Date Received: Average Score: Date Entered:

Temporary Tenant Evaluation Form


Closing Procedures - One Week before Close

Our Standard That the Operator, Associate and Head Office have coordinated and organized all aspects of the stores

closing to insure a smooth, efficient closing day.

What to Know You should have everything in place this week for your closing day. Refer to the previous week’s list of

“What to Do”, to insure that all tasks have been completed. Proceed with the “What to Do” section below.

If you have any questions or concerns please call Head Office now.

What to Do Plan how you will co-ordinate the staff that you have scheduled for your closing.

Print the fixture pick tickets for your store from the www.calendarclubcanada.ca website. Use this list

to ensure you are returning all of the fixtures that were shipped to you.

Ensure that you have enough shipping labels. If you think you require more, call Customer Service at

1-866-370-7054 and order them right away.

Call Denyse Colleaux at 1-866-370-7054 ext 127 to confirm date and time of pick up for closing day.

Prepare supplies/tools to be available that day: (usually what you needed for initial build):

One six-foot step ladder

Cash Register Rolls

All Original Fixture Boxes

All Saved Merchandise Boxes

Box knives (3)

Extra knife blades

Wire cutters (2)

Screw drivers - flat & Phillips

Electric drill (cordless)

Spare batteries

Pencils

Permanent markers

Yellow highlighters

Ink pens

Work gloves

Scissors

Stapler/Staples

Pliers

Packing tape/gun

Flash light

Dolly or Cart

Review the detailed Closing Procedures – Day of Closing on closing package

Review this year’s stripping procedures list in the closing package document.

Document to Use Store Manual – Post-Season Section – Closing Procedures Stripping Procedures and Exception



Glossary Banners – vinyl signs located at the top of each section.

Bill of Lading – form used by some shippers (like Philburn) that lists the amount of cartons and weight of

items being shipped.

Wallet Cards – wallet sized calendars. Also provides the Calendar Direct phone number

Calendar Blowups – blown up color poster of a calendar cover used for store display.

Cash Wrap - the point of sale area (POS).

End cap – the small (width-wise) section located at the end of each fixture section. These are almost

always Tower sections, and are prime merchandising opportunities.

Engagement Shelves – A small grid shelf that holds one calendar, used most often on towers.

Fixtures – the various grids and shelves to build your store. Everything used to build the structure of your

store is generally referred to as your fixtures.

Header Signs - signs that are located at the top of some towers.

Inline – An actual storefront location not currently leased by a permanent tenant of the mall. We lease

these on a temporary basis.

ISBN – An identifying product code found on all merchandise (usually on the back).

Kiosk - a temporary structure located in the common area of a mall (like in the middle of a large hallway).

Datasym Cash Register – the Point Of Sale device used to ring up sales, receive merchandise, and

manage inventory. Also referred to as your cash register. – Mostly used as a back up register

Operator – an individual with a signed agreement to operate Calendar Club store(s).

Pallet – a wooden skid that is moved by a fork-lifter pallet jack that shippers and warehouses use to move

multiple boxes around on. Initial shipments will arrive on pallets.

POS Cash Register – a Point of Sale device used to ring up sales, receive merchandise and manage

inventory. Also referred to as your cash register

Planogram - a guide you must use to merchandise your store.

PLU – P rice Look-Up. A standard term for a computer file that contains all of the statistics for the

merchandise.

POS - Point Of Sale. The store POS is the Datasym Cash Register.

Reconciliation - the accounting process at the end of season that compares your sales information,

statements, Z-tapes, evaluations, etc. to arrive at a total balance sheet for each store/Operator.

Setup Guide – reference guide, specific to your store size, for assembly and positioning requirements of

your fixtures.

Shelf Talkers - small signs with short sayings that attach to your merchandise shelves to promote sales

and cross marketing of other interesting items we carry.


Spinner Rack - a fixture display that spins.

Stripping – the process of removing the back covers from most calendars at the end of the season. This

must be done before calendars are shipped back to the Head office or given away to schools.

Temporary Tenant Evaluation - evaluation form that mall management fills out and mails/faxes back

to the Head office, within two weeks after store closing.

Vendor – any company that supplies merchandise to Calendar Club of Canada