Page 65 - FINAL PEAK PERIOD PLANNER 2018

TELEPHONE & CASH DESK ETIQUETTE DURING THE HOLIDAYS
All staff should answer their store telephones with a holiday greeting as of November 12th. An example of what your greeting should be like is, “Seasons Greetings from RW&CO., this is NAME, how may I help you?” or “Happy holidays from us here at RW&CO., this is NAME, how may I help you?”. All staff members should also complete each sale with a holiday message. For example, “Thank you for shopping at RW&CO. I hope you have a wonderful holiday season!”.
HOLIDAY MUSIC
Holiday music will begin playing in-store on November 12th. BLACKOUT DATES/TIME OFF DURING PEAK PERIODS:
Please refer to your DSM for vacation blackout dates. Please also refer to the recommended schedule for the Holidays, which can be found under the Holiday Countdown or Head Elf’s Schedule sections.
EXTENDED REFUND PERIOD (HOLIDAY SEASON ONLY)
The extended return policy for the holiday season will be Sunday, November 4th until Sunday, January 13th. You will receive a cash desk sign and the trailer line on receipts will be changed during this period to advise customers.
GIFT CARDS
You will receive an initial distribution of RW&CO. and RCL holiday Gift Cards. This amount will be based on your Gift Card sales from last year with an increase. Please note that you may order more Gift Cards through Supply Requisition.
GIFT RECEIPT PROCEDURES
All customers should be asked prior to or during a transaction is they would like a gift receipt. The POS system only allows for a gift receipt to be issued during the transaction. Once the transaction has been paid, the POS system will not allow you to issue a gift receipt. A gift receipt will not list the item prices on the receipt. Please refer to POS – Ch3 – Issuing a Gift Receipt (POS3210) in the RCL Forum for all details regarding gift receipt procedures. Please print out a copy of the Gift Receipt Procedures for your team to use as a quick reference when at the cash.
E-RECEIPTS
E-Receipts are available for all transactions, including returns, Store Order purchases, and employee sales. Please be advised that Gift Receipts are NOT available through E-Receipt. As well, and E-Receipt can be issued when the cash registers are online. For further details regarding the procedures of issuing an E-Receipt, please refer to POS – Ch3 – Sending the Customer an E-Receipt, which can be found in the RCL Forum. Please print out a copy of the E-Receipt procedures for your team to use as a quick reference when at the cash.
SUPPLY REQUISITION
The last day stores can order supplies for the holiday season is Monday, November 19th, 2018.
65