Page 29 - Peak Period Planning Document-ENGLISH - 2019_Neat

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

All staff should answer the phone with a holiday greeting. • Refer to the Returns - Making it right section of this
Refer to your calendar for dates. For example, “Seasons booklet
Greetings from Reitmans, this is NAME, how may I help
you?” All staff should also complete each sale with a • Have an action plan for returns and exchanges.
holiday message. For example, “Thank you for shopping at
Reitmans. I hope you have a happy holiday season.” • You may want to set up a rolling rack near the cash desk so
that it is easily accessible to place returned merchandise.
MUSIC This will allow the cash desk to be kept as neat as possible
for customers.
If applicable, refer to your monthly calendar to know when
Holiday music should start. • If possible, complete a new price ticket for the returned
item immediately as all the information is readily available.
BLACKOUT DATES / TIME OFF DURING PEAK This will enable you to return merchandise to the selling
PERIODS floor more quickly, thereby increasing your sales potential.

Refer to your Vacation Planning Calendar for black out GIFT CARDS
dates. GIFT RECEIPT PROCEDURES Review LY GC sales,
any GC objectives you
Remember that Management team members must not take Refer to your digital Peak Period Planner to review policies receive from H.O., your
weekends off during blackout weeks. and procedures. (Page 25) refund trend and then
[CLICK HERE TO VIEW THE VACATION PLANNING verify your on hand
CALENDAR]. E-RECEIPTS quantity. Be sure to have
enough Gift Cards to
Lieu days for stat holidays in December must be taken by Refer to your digital Peak Period Planner to review policies last through the Peak
the end of January of the same fiscal year. and procedures. (Page 25) Period. You may order
more through Supply
before any supply cuttoff
EXTENDED REFUND PERIOD (HOLIDAY SEASON dates.
ONLY)

Refer to your calendar for dates. You will receive a cash
desk sign and the trailer line on the receipts may be
changed during this period to advise customers.
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