Page 29 - Peak Period Planning Document-ENGLISHV2

TELEPHONE & CASH DESK ETIQUETTE RETURNS / EXCHANGES
(HOLIDAYS) BEST PRACTICES:

All staff should answer the phone with a • Refer to the Returns - Making it right
holiday greeting. Refer to your calendar for section of this booklet
dates. For example, “Seasons Greetings from
Reitmans, this is NAME, how may I help you?” • Have an action plan for returns and exchanges.
All staff should also complete each sale with
a holiday message. For example, “Thank you • You may want to set up a rolling rack near
for shopping at Reitmans. I hope you have a the cash desk so that it is easily accessible to
happy holiday season.” place returned merchandise. This will allow
the cash desk to be kept as neat as possible
MUSIC for customers.

If applicable, refer to your monthly calendar • If possible, complete a new price ticket
to know when Holiday music shoud start. for the returned item immediately as all
the information is readily available. This will
BLACKOUT DATES / TIME OFF DURING enable you to return merchandise to the
PEAK PERIODS selling floor more quickly, thereby increasing GIFT CARDS
your sales potential. You will receive an
• Refer to your banner’s direction for vacation initial distribution
black out dates • For Boxing week, the Loss Department of banner and RCL
will issue a memo during early December holiday Gift Cards.
regarding return procedures. This amount will be
EXTENDED REFUND PERIOD (HOLIDAY based on your GC
SEASON ONLY) GIFT RECEIPT PROCEDURES sales from last year
with an increase.
As each banner makes up part of the RCL Refer to your digital Peak Period Planner to Note that you may
whole, we align on a shared extended return review policies and procedures. (Page 25) order more Gift
policy for the holiday season Refer to your Cards through
calendar for dates. You will receive a cash E-RECEIPTS supply.
desk sign and the trailer line on the receipts
may be changed during this period to advise Refer to your digital Peak Period Planner to
customers. review policies and procedures. (Page 25)

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