External Retail Company Training

Transcription

1 Introduction Welcome to F&F. F&F is the Clothing brand exclusive to Tesco What is F&F? F&F is an international fashion brand trading in 13 countries including China, Saudi Arabia, Turkey and Poland. The F&F Clothing Brand aims to provide customers with: Quality, fashionable products with broad appeal. Products which represent outstanding value for money. Exclusively designed, ethically sourced products. Our business ambition is: To be the biggest, most clearly defined, affordable fashion brand in the world This starts with our products and how they are displayed in store. As a global fashion brand we bench mark ourselves against H&M, Zara and Next. How Do We Make F&F Succeed? Think like a brand. Act like a brand. Talk like a brand. Look like a brand. We must be proud to be part of delivering the global ambition of F&F. A brand is more than a logo - it is another word for reputation or promise. We must ensure that our customer receives a consistent experience across all of our stores, a great looking salesfloor where our customers can enjoy shopping and provide great availability to ensure our customers get what they want. Show our colleagues how we present the F&F brand on the storefloor through great retail standards, great people and great availability

2 Working in Store Store Procedures All visitors to a store should follow set procedures should be followed when arriving and departing. Arriving at the store Make your way to the Customer Service Desk / Staff Reception, there you ll be shown where to sign in Ask the member of staff at the Customer Service Desk where you can store your personal belongings A locker or alternative storage solution will be provided for you to use Whilst signing in at the desk, ask the member of staff to tell you about what canteen facilities are available to you along with the Fire Exit and Evacuation Plan Whilst instore during your shift there are specific rules which need to be adhered to: Ensure all electronic items include mobile phones and MP3 players etc should be stored in the locker provided to you when you signed in No Money (cash or cards) should be carried, this also should be stored in the locker provided Eating and drinking is not permitted anywhere on the storefloor or in the Warehouse areas When finishing your shift let the Manager in charge know you are finishing Make sure you have tidied away anything you have been using Return the PDA (handheld computer) to a member of the Clothing team Leaving the store When your shift is over: Collect your belongings from the locker provided to you Return the key to the where you signed in Ensure you sign out Standards of Dress We ask that all external retail colleagues wear smart black clothing. Jeans, joggers or trainers should not be worn. Full shoes to be worn at all times. Open toed shoes should not be worn for safety reasons. Hair, nails clean and tidy at all times Personal belongings or bags are not allowed onto the storefloor. Please keep personal belongings in a locker.

3 Colleague Search Colleague Search You may be asked to be searched while working at Tesco or leaving the building. All Tesco colleagues, contractors and visitors to the store may be searched at random at any time. The search includes your pockets and your bags locker and vehicle. You will be asked if you have any objection to being searched. You may be asked to: lift your shirt or jacket collars; undo your shirt cuffs; untuck your shirts or blouses from the waist band of your trousers or skirt; show the waistband of trousers or skirts, back and front; roll down the tops of your socks; show the turn-ups of trousers; show inside the lining of your tie; open and show any containers you have, for example spectacle cases, cigarette packets, cosmetic bags; remove your shoes. Process of the Colleague Search The person to be searched must first be informed that they have been selected for a search: All searches are random. The person being searched is entitled to have a witness present. This person could be a union rep or another colleague. If an independent witness is required, the person conducting the search can wait with you until they arrive. However, if they are not available another choice must be made. When the search is complete, the details will be logged in the RP983: If the person refuses to be searched, a manager will first try to establish why the person has refused. If they refuse to give a reason the manager of the department will be informed. You can be selected for a search at any place of the store, all searches are carried out in a private area out of view of customers and other colleagues. Two people conduct every search, one to perform the search and another to act as a witness.

4 Customer Service Making Moments Matter is the basic principles of Tesco Customer service. It s a key time when a customer will make a judgment about Tesco, whether it s impressive, awful or just OK. There are four important steps that we use at Tesco to help us delight every customer that visits our stores, we call this First For Service. No matter what role our colleagues are doing in the store, they use these four principles as the basics of great service. First To Greet I acknowledge customers, say hello and ask how their day is going. I should always say hello to customers before they greet me. First To Smile When I see a customer, I smile to make them feel welcome and so they know that I am friendly and willing to help them. At Service Areas: First To Acknowledge I acknowledge that a customer has had to wait or acknowledge that they may need help. On the store floor: First To Help I should always identify where customers need help, even if they have not asked for it yet. Customers tell us at Tesco about what delights and what disappoints them when they are shopping with us - from this we know what we need to focus on to make the customer shopping trip as fantastic as possible. It s important to us at Tesco that we see things through the customers eyes so that we can ensure that they leave delighted. By working together as a team we create a friendly culture in store that has a positive impact on customers. All colleagues are able to impact our customers experience throughout their shopping trip. Talk to the colleagues about the things that delight and disappoint the customers on F&F Explain that we should always help the customers with what they are looking for and if the item isn't available in store today they can look online at F-F.com. Selected stores have a kiosk to help customers browse and purchase.

5 Your Area of Work Essentials and Footwear Replenishment Essentials and Footwear Replenishment Essentials 15 minutes a cage/rail Essentials are stored on Essentials Rails or Footwear stored on Cages in the warehouse It should take 15 minutes to work an essentials rail or a footwear cage onto the storefloor, fill the product ensuring all sizes are displayed and return it to the warehouse Show the colleagues where your Essentials Rails and Footwear Cages are in store and explain the replenishment process Footwear 15 minutes a cage

6 Tagging Tagging We require that all adultwear products 10 and over are tagged with a security tag. Tagging Process Tagging should take place in the warehouse after the product has been pre-sorted and before it arrives on the salesfloor. Stores are not required to tag Kidswear. Make sure you tag the product in a location that is visible to customers, and colleagues so tags are easily identified at purchase. The tags should also be visible to deter thieves. Tag adultwear in the neck on tops/dresses and in the waistband on bottoms. Pre-sort Security Tag Replenishment Show the colleagues where the tags should be placed on adult clothing Show the colleagues how we should handle delicate fabrics like chiffon, cashmere and satin.

7 Retail Standards Great Product Standards We need to present a clean and tidy Clothing Mat where our customers want to shop Good retail standards Full arms of product with all sizes available All product in size order with smallest at the front All hangers facing the say way on the arm (? - like a question mark) All belts and loops tucked in, all buttons and zips done up Product displayed on the correct hanger The correct price point of sale is displayed The correct brand point of sale is displayed Show the colleagues examples across the storefloor of great product standards Bad retail standards Dusty fixtures Rubbish on the floor or in the fitting rooms Dirty mirrors Unused equipment lying around Ripped or damaged point of sale No colleagues on the Clothing Mat to help Colleagues talking and ignoring customers Returned clothes piled on desks or at the fitting rooms Full price and sale retail standards should be identical. As markdowns happen, it is just as important to ensure all these steps are followed on sale product Show the colleagues examples across the storefloor of product standards that need improvement during replenishment and rumble