STEP 9 – MAINTAINING A VISUALLY APPEALING STORE 1 The Smart Shopper’s Surplus Depot (35 minutes In-store Training Programme) Customer Service– the HMR Way

Objectives Of This Session 2  State the importance and benefits of having a visually appealing store  Know ways in maintaining a visually appealing store  Understand the role of colleague appearance contributes to the image of the store

Why is it Important to have a Visually Appealing Store?  Encourage customers to visit the store and come back another time  Add value to the products (properly merchandized items)  Customers can clearly see what our products are and how much they cost 3

Ways to Maintain A Visually Appealing Store (Area-of- Ownership)  Cleanliness  Product is clean and/ or free of dust/ stains  Aisle & adjacent floor area are clean, free of unnecessary items and rubbish  Everyone is responsible for keeping the store clean and organized  Everyone has their own area of responsibility including Till points and all service points as well as back office areas.  Orderliness  “A place for everything” and “Everything in place”  Area is well lit, free of physical/ chemical hazard  Proper Merchandizing  Accurate and up-to-date collateral and labels  No sold items in the selling area  The shopping trolley is intended for customers use only.  Culling  No items on the shelves over 90 days  Damaged and/ or defective, including those with incomplete accessories are identified and endorsed for repair or auction 4

What is the Benefit of a Visually Appealing Store?  Maximize potential sales  Avoid accidents  A healthy and happy workforce  Customers will more readily buy a product that is clearly priced and clean.  Customers and colleagues will feel more comfortable in a hygienic environment. 5

Staff Role in Promoting the Company’s Image  You represent the company. “First impression last”  To ensure that we project the correct image, staff must Observe good personal hygiene Wear the proper uniform and identification 6

Review Objectives 7  State the importance and benefits of having a visually appealing store  Know ways in maintaining a visually appealing store  Understand the role of colleague appearance contributes to the image of the store

Counting down, we have 5 MORE STEPS TO GO Get signed off today COUNT DOWN 8

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Trainers Notes : Welcome team members to the training session Ensure the session must be full of energy and highly motivational to encourage Colleagues to improves their performance.. Trainers Notes :: 2 mins. STEP 9 – MAINTAINING A VISUALLY APPEALING STORE Explain that we are going to look at STEP 9 – MAINTAINING A VISUALLY APPEALING STORE At the end of this session you will be able to:  State the importance and benefits of having a visually appealing store  Know ways in maintaining a visually appealing store  Understand the role of colleague appearance contributes to the image of the store Slide 1 Slide 2 10

Trainers Notes (12 mins.) Explain the Concept of Area-of-Ownership  Cleanliness  Product is clean and/ or free of dust/ stains  Aisle & adjacent floor area are clean, free of unnecessary items and rubbish  Everyone is responsible for keeping the store clean and organized  Everyone has their own area of responsibility including Till points and all service points as well as back office areas. HMR is a surplus store and customers expect a degree of “raggedness” but they also expect to a degree of basic hygiene (discuss this)  Orderliness  “A place for everything” and “Everything in place”  Area is well lit, free of physical/ chemical hazard  Proper Merchandizing  Accurate and up-to-date collateral and labels  No sold items in the selling area  The shopping trolley is intended for customers use only.  Culling  No items on the shelves over 90 days  Damaged and/ or defective, including those with incomplete accessories are identified and endorsed for repair or auction Slide 3 11 Slide 4 Trainers Notes (3 mins.) Discuss and explain the importance of having a visually appealing store  Encourage customers to visit the store and come back another time  Add value to the products (properly merchandized items)  Customers can clearly see what our products are and how much they cost

Trainers Notes: 5 mins. Explain the Benefits of A Visually Appealing Store 4 mins.  Maximize potential sale-if items are properly merchandized- they are more saleable  Avoid accidents-Safe and sanitary work area for customers and colleagues  Customers will more readily buy a product that is clearly priced and clean.  Customers and colleagues will feel more comfortable in a hygienic environment.  A healthy and happy workforce- a productive and Happy workforce leads to Happy Customers Slide 5 12 Slide 6 Trainers Notes: 7 mins. Ask why do we have to present our best when dealing with the customer Discuss and summarize  You represent the company. “First impression last”  To ensure that we project the correct image, staff must Observe proper hygiene Wear the proper uniform and identification

Slide 7 Slide 8 Count Down (2 mins) Lots of praise from your side. Build lots of excitement in store--challenge all team members to get signed off Trainers Notes: 3mins. Discuss and summarize Thank everyone for attending the session. 13