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TELEPHONE & CASH DESK ETIQUETTE BEST PRACTICES:
DURING THE HOLIDAYS
• Refer to the Returns - Making it right
All staff should answer the phone with a section of this booklet
holiday greeting as of November 26th. For
example, “Season Greetings from BANNER, • Have an action plan for returns and
this is NAME, how may I help you?” All exchanges on December 26th.
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 BANNER. 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
HOLIDAY MUSIC for customers.

Holiday music will begin on November 26th. • If possible, complete a new price ticket
for the returned item immediately as all
BLACKOUT DATES / TIME OFF DURING the information is readily available. This will
PEAK PERIODS enable you to return merchandise to the
selling floor more quickly, thereby increasing GIFT CARDS
• Refer to your banner’s direction for vacation your sales potential. You will receive an
black out dates initial distribution
• The Loss Department will issue a memo of banner and RCL
• Also refer to the recommended schedule for during early December regarding Boxing holiday Gift Cards.
Holidays. Week return procedures. This amount will be
based on your GC
EXTENDED REFUND PERIOD (HOLIDAY GIFT RECEIPT PROCEDURES sales from last year
SEASON ONLY) with an increase.
Refer to your digital Peak Period Planner to Note that you may
As each banner makes up part of the RCL review policies and procedures. (Page 25) order more Gift
whole, we align on a shared extended Cards through
return policy for the holiday season Sunday, E-RECEIPTS supply.
(November 5th until Sunday, January 14th).
You will receive a cash desk sign and the Refer to your digital Peak Period Planner to
trailer line on the receipts will be changed review policies and procedures. (Page 25)
during this period to advise customers.

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