Winter Are My Scratch Ticket Sales Being Maximized? WELCOME TO 2017! NH Lottery Director Charlie McIntyre

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1 Winter 2017 Are My Scratch Ticket Sales Being Maximized? Am I offering the right price points and number of scratch games? Example: You may not need to carry five $2 games if your customers purchase more of the $5 and $10 price point games. You may want to add another $5 or $10 game and drop a $2 game, giving your customers a range of games that suit them better. Additionally, you may just want to add more games for your customers to choose from going from 16 games to 20 or 24, or even more. Speak with your sales representative, as they can help you figure out sales trends, decide on a proper direction and guide you through these decisions. Are my scratch tickets always displayed correctly? Sometimes when first inserting a new game into the ticket dispenser or when refilling games, the ITVM/facecard of the ticket may be backward, upside down or not totally visible. Take a minute when walking by and look at the front of the dispenser unit. Think to yourself, This is what my customer is seeing every time he or she considers purchasing a scratch ticket. Remember that face cards (advertising the game on sale) are provided to avoid the issues mentioned. What new scratch games will be delivered at the beginning of the month? Prepare for the new tickets and think about the ticket value that is being released. Review the new games by visiting the retailer website. When restocking your ticket dispenser, think about what games should be added, particularly if new game(s) will be arriving in a few days. Want to learn about new games before they arrive? gameupdates@lottery.nh.gov to get on our mailing list for updates. Should I always leave games in the dispensers until they sell out? If you notice a particular game has slowed in daily sales, speak with your sales representative about what actions to take with it. Have I discussed options with my sales representative? A new dispenser footprint might be just what you need, giving your lottery area a fresh new look for your customers eyes. This would be a great discussion to have with your sales representative. WELCOME TO 2017! We ve got a busy year ahead of us all! Powerball Power Cruise Promotion has set sail! We are thrilled to offer this 8-week promotion (February 5 through March 29) to our players to drive foot traffic into your stores. Twenty-four U.S. lotteries are taking part in this campaign. This means that more than 900 winners from those 24 lotteries will be setting NH Lottery Director Charlie McIntyre sail in January of 2018 on an exclusive privately chartered sailing of Royal Caribbean Cruise Lines Brilliance of the Seas. Players may enter their tickets manually via the second chance website or download the Powerball Power Cruise app (ios and Android) and scan those eligible tickets, all to collect symbols to complete cards for entry into the drawings. How about the Tri-State scratch ticket, $10 Ultimate Vegas Getaway? Not only does this ticket give your players the chance to win up to $250,000 but non-winning tickets may get them a trip to The Palazzo in Las Vegas! Fourteen trips will be awarded to New Hampshire players. Trips include roundtrip airfare for two, 3 nights in a Prestige Luxury Suite at The Palazzo, show tickets, dinner vouchers and more! We ve got a twist coming with the $5 Double Sided Dollars scratch ticket in March! Your players will not only be scratching the front of this ticket to see if they are a winner but they will also be scratching the back of the ticket for cash prizes. Two scratch off areas! Your players could win up to 20 times on this ticket and up to $100,000. There are a number of other projects in the works with the Fast Play product as well as mixing the scratch ticket product with more for fun online games! Hope you are enjoying the New Hampshire winter!

2 How to Correct a BAM-LIMIT Error What is BAM? BAM is an acronym for Book Activation Management. There is a limit of how many books may be activated and not yet settled for each game. Each retailer has an assigned BAM limit based on their business practice and typical sales activity. What causes an EXCEED BAM-LIMIT error? This error pops up on the Microlot screen when attempting to activate a book for a game that is already at the allowable BAM limit. Although the BAM limit error can occur at any time of the year, this happens most frequently during the Christmas holiday season. Customers typically purchase a number of tickets for gifts and there is a delay in winning tickets being cashed. Normally, the cashing of tickets triggers the system to auto-settle books. Without the normal cycle of cashing tickets, the auto-settle feature may not be triggered. How is the error fixed? One or more of the activated books for that specific game have to be manually settled in order to proceed with activating additional books. Here are instructions for locating and settling the oldest, activated pack of the game you are trying to replenish: 1. Locate the 4-digit game number on the book of tickets you are trying to activate. 2. Go to the home/main screen a. ADMIN b. INSTANT GAME MENU c. INSTANT REPORT MENU d. INVENTORY BY GAME Enter the 4-digit game number Press OK Print the report EXIT 3. Manager Sign On 4. Select INSTANT PACK SETTLEMENT a. Locate the oldest ACTIVATED Game-Pack (by Date) from the report you just printed. b. Enter that Game-Pack number on the screen. c. When asked DO YOU WANT TO SETTLE THIS PACK? press YES (a confirmation will print). 5. EXIT and activate the book of tickets that caused the BAM limit error. Communicating with Customers Communicating successfully with customers is an essential part of doing business. When interacting with customers who are blind or have low vision, who are deaf or hard of hearing, or who have speech disabilities, many business owners are not sure what to do. People who have vision, hearing, or speech disabilities (communication disabilities) use different ways to communicate. For example, people who are blind may give and receive information audibly rather than in writing, and people who are deaf may give and receive information through writing or sign language rather than through speech. The Americans with Disabilities Act (ADA) requires that Title III entities (businesses and nonprofit organizations that serve the public) communicate effectively with people who have communication disabilities. The goal is to ensure that communication with people with these disabilities is equally effective as communication with people without disabilities. For more information about providing sign language, oral interpreters or VRI services, please contact the ADA at:

3 How to Scan Tickets with Damaged Bar Codes There are times when a customer may present a scratch ticket and/or an online game ticket with a damaged bar code. Although the damaged bar code will not scan, there is an alternative method to scan or manually enter information to determine if a ticket is a winner or a non-winner. Please see the following illustrations: Scanning a Damaged Instant Game Ticket Scanning a Damaged Online Game Ticket When bar code is damaged 1: Select Manual Pay from the Main Menu on the Microlot 1: Scan bar code on back of ticket 2: Enter the 35-digit serial number from the damaged ticket. (Follow the RED arrows to see where the 35 numbers are located to be input. The numbers at the top and bottom of the ticket are the same.) 2: Enter 3-digit code in BOX area This is an example of a damaged bar code on an online ticket Putting a Microlot terminal in training mode can be helpful when coaching new staff or improving staff performance. Please be cautious when using this feature. We recommend scheduling an uninterrupted block of time in training mode to practice transactions, and then sign on again to resume normal sales activity. How to Turn On/Off Training Mode on a Microlot Terminal How to Turn On Training Mode: Select [Admin] from the Main Menu Select [Utilities] from the Administration Menu Select [Training Mode] and [OK] to confirm Select [Sign On] Enter 01 as the 2-digit User ID and 9999 as the passcode Select [OK] to acknowledge successful sign on Practice transactions How to Turn Off Training Mode: Select [Admin] from the Main Menu Select [Utilities] from the Administration Menu Select [Training Mode] and [OK] to confirm Select [Exit] Sign on again using your assigned retailer User ID and unique passcode.

4 Please Be Aware TICKET BACK CHANGES Attention Retailers: Have you noticed anything different on the back side of some of the newest scratch tickets? We added or changed three items! As you know, winning tickets of $600 or greater may not be validated and paid at the retail level. When you check a ticket and receive a message FILE CLAIM AT LOTTERY, the validation slip instructs the winner what to bring to Lottery headquarters with their ticket claim. 1 We updated the Governor to Chris Sununu! 2 In addition to PLEASE PLAY RESPONSIBLY, we added, Gambling problem? Visit nhproblemgambling.org to provide a resource for those with a possible gambling addiction. 3 Under the ticket price point and name are each game s overall odds including break-even prizes. This is a best practice in the lottery industry and provides an added layer of transparency (the prize structure can also be found on the nhlottery.com website under scratch games, too). Please remember: The ticket has not been validated; do not pay the prize. Make sure you return the ticket(s) and claim information to the player. Again, please do not keep the player s ticket(s). The player will need the ticket to claim their prize at Lottery headquarters in Concord. Helpful Hints for the Retailer Website Visit the New Hampshire Lottery Retailer Website to stay up to date on everything happening within the lottery retailer community. Logging in Available Tools and Resources Your Retailer Number will serve as your username. All usernames must be six (6) characters in length. Please add the necessary zeroes to your Retailer Number so six characters are visible. Quarterly Sales Comparison See how fellow retailers in your area are doing and how your lottery sales compare. Promotional Schedule Check out our events and promotions happening all across New Hampshire. Retailer Newsletter Download the quarterly Retailer Newsletter for updates on games, personnel and tips to increase your lottery sales. New Game Information Find out all there is to know about current and upcoming scratch and draw games. For example, if your Retailer Number is 95 your username would be Remember your log-in information Username: REMINDERS! Password: jackpot Training Opportunities Learn about upcoming trainings and download training information as it becomes available. Quick Reference Guide Get tips and tricks to help you succeed as a New Hampshire Lottery retailer. TICKET STOCK CANCELLING OF TICKETS Ticket stock should be used in the store where it was delivered. It CANNOT be shared, even if you own multiple retail locations. Tri-State games of Pick 3, Pick 4, Gimme 5 and Megabucks may be cancelled prior to end of day; or if purchased on the day of the draw, prior to the draw break. Powerball, Mega Millions, Hot Lotto and Lucky For Life may not be cancelled.

5 On Sale in March: $ $ JOKER S WILD DOUBLE SIDED DOLLARS Don t let the joker fool you! This ticket has some serious prizes! Win up to $20,000! Double the fun with this double-sided ticket! Scratch both the front and back for a chance to win up to $100,000! $ MONEY MADNESS A simple scratch could be the only thing between you and up to $200,000! Coming in April: $ LOTTERY TICKET Get to scratching because up to $500 could be yours! $ PINBALL PAYOUT Forget the arcade! Bump your winnings to up to $15,000! Subject to change. $ BOOST YOUR BUCKS Give your wallet a boost of up to $100,000 with six games!

6 On Sale Now! $ $ $ $ LUCKY HORSESHOE FOUR LEAF CLOVER POT O GOLD ULTIMATE VEGAS GETAWAY What a lucky charm! Win up to $250! This four leaf clover will bring you luck and up to $1,000! Follow the rainbow up to $,000! What happens in Vegas stays in your wallet! Win up to $250,000! Subject to change. Jackpot Signs Mean Sales! Player Activated Display (PAD Monitor) Means Sales! Having a working and correctly updated jackpot sign is very important, not only for lottery ticket sales, but for all sales in general. If a customer passes by and sees the jackpot sign is off, they may think the store is closed. Jackpot signs and terminals should not be turned off at night to ensure jackpot amounts update correctly. If your jackpot sign is malfunctioning or displaying the incorrect amounts, please try the following steps: Unplug it, then plug it back in. If the sign has not updated correctly, Reset your lottery terminal. Wait for the terminal to come back up and sign on. Check the jackpot sign for an update. If the problem is not resolved after following these steps, please call the hot line for service: Likewise, the PAD Monitor in your store is an important tool for daily business. Make sure it is placed in a highly visible location. It displays several very important messages for your players. Here are some examples: Winning numbers and jackpot amounts Current promotions New scratch games on sale Amber alerts, if necessary

7 Upcoming Second-Chance Drawings! Do you receive questions on secondchance drawings such as how to enter, which tickets and or games are eligible, when the drawings occur, and what the prizes are? Players can enter second-chance drawings by using specific non-winning tickets. If a game has a second-chance drawing, it will likely be called out on the ticket front, with additional details on the back of the ticket. Each of our games with second-chance drawings has different governing rules. For example, for some games there is a website in which people enter a code from the ticket and the drawing is done by a Random Number Generator (RNG). For others, the tickets must be mailed to the NH Lottery and a live drawing is conducted by pulling tickets from a drum. Some games with second-chance drawings have only one drawing, like Tiny House, Big Money; and others have more, like the Patriots with five drawings. The prizes generally correlate to the theme of the ticket. For example, for Granite Getaway, two drawings were offered, which included Bass Pro Shops gift cards as well as a choice of New Hampshire trips featuring the beauty of our great state! The table below contains a list of upcoming second-chance drawings. Once the Retailer Website is up and running, you can log in and view them all! GAME NAME & NUMBER ENTRY DEADLINE & DRAWING DATE PRIZE PACKAGE $2 BASS PRO SHOPS GRANITE GETAWAY #1299 (Drawing #2) Entry Deadline: Enter online by Monday, February 27, 2017, 11:59 pm Drawing Date: Thursday, March 2, 2017 RNG by Alchemy 3 The Prizes for Each Drawing will be: One-hundred and twenty (120) $250 Bass Pro Shops Gift Cards One (1) $5,000 Granite Adventure Trip plus $1,000 Bass Pro Shops Gift Card Cash option available on the trip, not on BPS Gift Card $10 TRI-STATE ULTIMATE VEGAS GETAWAY #1344 (Drawing #1) Entry Deadline: Enter online by Monday, May 8, 2017, 11:59 pm Drawing Date: Monday, May 15, 2017 RNG by Vendor Seven eligible entries at each drawing will be awarded an Ultimate Vegas Getaway! Roundtrip Economy Airfare for Two (including taxes & fees) to Las Vegas, Nevada (LAS) from Manchester-Boston Regional Airport (MHT) Private transfers return airport/hotel 3 Nights Accommodation in a Prestige Luxury Suite at The Palazzo Las Vegas Two premium show tickets $500 Dinner Voucher for your choice at any Palazzo Restaurant VIP gift basket in room upon arrival $1,000 cash *Blackout dates apply including but not limited to: New Year s Eve, Auto After Market Show (normally the first week of November), Consumer Electronic Show (normally the first week of January), Construction Show (normally the second week of March), NASCAR (normally the first two weeks of March), and other significant events.

8 GAME NAME & NUMBER ENTRY DEADLINE & DRAWING DATE PRIZE PACKAGE $5 PATRIOTS 2016 #1311 (Drawing #4) Single games in 2017 season, away game trip in 2017 season. Entry Deadline: Monday, April 17, 2017, 4 pm Drawing Date: Ticket Drawing by NH Lottery, Thursday, April 20, 2017, 10 am Single Game Ticket Package Upper Bowl (10) per drawing Each Experience is for four (4) people and includes: Four (4) game tickets, four (4) tailgate party passes, one (1) parking pass ($2,150 value w/ 25% FWT) Single Game Ticket Package Lower Bowl (10) per drawing Each Experience is for two (2) people and includes: Two (2) game tickets, two (2) tailgate party passes, one (1) parking pass ($1,102 value w/ 25% FWT) Away Game Trip (1) per drawing Each Experience is for two (2) people and includes: Commercial airfare for two (2), two (2) game tickets, two (2) nights hotel accommodations, Patriots VIP merchandise bag ($16,666 w/ 25% FWT) No cash options available on any prize. All taxes claimed the year prize is used. SUCCESS Successful people have many things in common, but the one trait that stands out the most is that successful people are open to improvement. They know that no matter how well something is working right now, it can always be improved upon. They also know that change is not something to be feared or avoided, but it is considered to be part of their ongoing professional evolution. Here at the Lottery, we not only continually strive to improve ourselves, but we are also determined to make sure that our retailers are successful with their ticket sales. It is with your continued growth and success that the New Hampshire Lottery achieves continued growth and success. It is a relationship that is valued greatly and we work hard to continually develop and maintain it for our mutual benefits. We are committed to building customer awareness of lottery products and driving foot traffic to your locations. This is accomplished different ways with the variety of advertising that is done to support our products. Point of sale pieces are constantly being updated to display at your store. A number of radio and television ads run throughout the year. The billboards along Route 101, I-293, and I-95 remind players of jackpot amounts. Press releases are sent out to announce new games, sales promotions, and high jackpot amounts. Lottery sales staff works hard bringing attention to your store with in-store retailer promotions. We want you to succeed, so we will work with you to help ensure your success. To build upon the advertising that we do, there are things that you can do at your retail location to help achieve success with the foot traffic that comes through your door. Not only are those people coming to your store to purchase lottery tickets, but they are also there to purchase other products from you. Instead of thinking that you also sell lottery tickets, think of your store as a lottery destination. Improving your lottery sales is one of the easiest things you can do to improve your bottom line. HOW CAN YOU DO THIS? Make sure that everyone is aware that you sell lottery tickets. Create a lottery-friendly environment in your store. Keep all lottery POS posted and visible. Keep your scratch ticket dispensers full. Post the daily winning lottery numbers in a visible location. Post winners in your store to create buzz and excitement. Suggest a lottery ticket sale with all purchases. Cash all winning tickets under $600, no matter where they were purchased. Keep play slips organized and stocked on a daily basis. Work with your Lottery Sales Representative.