Shoprite Cashier Training

Mystery Shop

Insert Mystery Shop example

Employee Discounts

Insert Employee Discount Example

Coupons

• Coupons may not be reused! If you scan 15 coupons, there should be 15 coupons in your envelope at the end of your shift.
• Only one manufacturer and one store coupon are permitted per item. Not to exceed the price of the item.
• Double Coupon Policies:
• No minimum purchase required.
• Coupons double up to $1.00 only. (i.e. $.40 is doubled to $.80 but a $.75 coupon adds an additional $.25 to make it $1.00)
• There is a limit of four identical manufacturer coupons that can be used.
• Manufacturer coupons CANNOT be used for liquor purchases.

Coupons

Insert Coupon Policy

Coupon Error Messages:

• “Item Must Match Previous Sale”: Indicates that the specific requirements of the coupon were not met. Usually an incorrect item or quantity)
• Limited Number of Coupons Per Transaction: Indicates that a store coupon with a limit of one use was scanned more than once.
• Enter Price: The register needs to know how much to deduct for the coupon. Usually appears for a free item coupon. Be careful to watch maximum amount limits on the coupon.

Violations of Company Policy

MOM = Mobile Override Manager

It is our Policy that when dealing with a dishonest associate to pursue criminal charges whenever possible. Over the years we have encountered theft via the following avenues:

• Cash theft
• Coupon theft
• Employee Discount Violations
• Theft via register scale manipulation
• Refund Fraud
• Void Manipulation
• SRFH manipulation
• Merchandise theft
• “Hook ups” for friends & family members
• PricePlus point manipulation
• Time Theft

Eickhoff SuperMarkets Check Cashing Policy

• We reserve the right to refuse to cash a check at our discretion.
• With established PricePlus Card up to three checks can be cashed in a seven day period. Only one check can be used a day.
• With an established PricePlus Card the customer may also write a check for $30.00 over the amount of their groceries.
• We cash payroll checks from known Companies at the Courtesy Desk.
• When cashing a check with a new PricePlus Card there is a 14 day waiting period before a second check can be cashed. Initial check can be written for amount of the purchase up to $100.00.
• We do not cash:
• Handwritten payroll checks
• Third party checks
• State of Federal Income Tax Checks
• Out of State personal or payroll checks

Processing Rainchecks

Processing a Raincheck Manually:

• From main screen
• “Other” main button
• Price Override
• Enter price
• Scan item
• Highlight raincheck
• Press OK

OR

• Main tab
• Quantity
• Other main button
• Price Override button
• Deal Pricing button (At bottom of screen)
• Enter quantity of the Deal Price
• Enter Deal Price amount
• Scan item

Electronically:

• Scan Raincheck
• Pop-up box will appear informing the cashier that the register is in raincheck mode
• Press “OK”
• Scan item and press OK
• After scanning raincheck item press OK
• When finished with any raincheck items press “end raincheck mode” button at the bottom of the screen.
• Pop-up box will appear informing the cashier that they are ending raincheck mode, press OK
• Cashier MUST press “End Raincheck Mode” button.

Lane Hawk

• Camera situated below the register that takes photographs of the bottom of the customers basket.
• If t he camera detects an items on the bottom of the customers basket an alert displays on the register screen.
• Cashier wither rings the item or neglects to ring the item resulting in a “Counseling”.
• Counseling Progression for missed BOB Alerts via LaneHawk & Mystery Shops:
• 1st Violation = Verbal Warning
• 2nd Violation = Written Warning
• 3rd Violation = One Day Suspension
• 4th Violation = Three Day Suspension
• 5th Violation = Termination of Employment

Don’t Forget to Look for “BOB”

• Bottom of the Basket (BOB)
• There are many ways our store can lose money; products being damaged in the backroom, perishable items not refrigerated, items being thrown away, and, of course, theft.
• One way items leave the store unpaid for is on the Bottom of the Basket, or BOB. It could be intentional or unintentional on the customers part, nut it is you responsibility to always look below the cart as it moves through your register lane. If you can’t see the bottom of the cart you must ask the customer politely if there is anything on the bottom of the cart that they need assistance with.
• If a customer takes offence or complains, please explain to them that is Company Policy and it is simply a security measure.
• Offering to throw away trash in the cart or walking around to put bags into the customers cart for them will also allow for you to view the “Bottom of the Basket”.

WIC

• Put check into the check machine
• Remove the check
• Verify the customers signature
• Remove receipt
• Place receipt the WIC Check into the register drawer

Shoprite Cashier Training

Steps for Processing:

• Check WIC ID Folder/Name/Number
• Verify Check Dates
• Place register into WIC mode
• Scan customers PricePlus Card
• Take Check and verify:
• Quantity of items
• Specific types of product
• Scan items in the order they appear on the check
• When finished ringing items, press “Total” and hand write the amount due on the check
• Return check to customer so they can sign the check
• Select “Check Tender WIC Check”
• Type in the amount due
• Enter the beginning date
• Enter the expiration date
• Ask for a Manager’s Override

Anytime you alter the amount you must put the adjusted amount into the small box and a second signature is required

Our Company Purpose

To care deeply about people, helping them eat well and be happy.

WIC

ShopRite Service Priorities

Customer Service Requirements

1. Greet your customers (eye contact, smile & verbal)

2. Ask for the PricePlus Card (If they do not have the actual card look it up by the phone number)

3. Ask for Coupons & Rainchecks

4. Ask if they found everything they were looking for today

5. Ask if there is anything on the Bottom of the cart they need assistance with.

6. Thank your Customer!

Safety

Friendliness

Presentation

Efficiency

What is WIC?

• Stands for Woman, Infants, Children
• Food Supplement Program
• Only specific items are permitted to be purchased

What to Look For:

• WIC ID Folder – Only acceptable identification for redemption of WIC checks
• First & last day to redeem the checks
• Name & Identification number on check must match the name and identification on the folder
• Specific quantities and items allowed on the check
• Items must be purchased in the proper sizes and quantities listed on the check
• Once in “WIC Mode” only WIC approved items will scan into the order. All others will say “Non-WIC item”
• Coupons may be accepted on WIC orders
• No change is ever given
• Customers may use more than one check per day.
• Each check is a separate transaction.
• Receipt is kept with the check, not given to the customer.

ShopRite Business Philosophy

“We are Partners in Caring for Our Neighbors’ Families, Homes & Communities

WIC

Insert example WIC check

WIC VIDEO (ENGLISH)

Cashier Job Responsibilities

• Always ensure that you are “Workplace Professional” in both dress and appearance as well as with you verbal & non-verbal communication.
• Anticipate your customers needs.
• An elderly customer with a motorized cart may need help loading and unloading items from their basket or may want the items bagged lightly.
• A customer with an overflowing hand basket may need a cart where they can put their items.
• These actions make customers feel welcomed and appreciated. Find a way to “connect” and have FUN. We are committed to creating a welcoming environment for our customers to shop.

Cashier Job Responsibilities

• Remember, you are the customers last impression before leaving the store and you want to make a good impression. You can turn a bad shopping experience into a good one or a good shopping experience into a bad one. We want our customers to return to the store week after week.
• Ensure a friendly, accurate, and pleasurable checkout experience to every customer you come in contact with.
• Ensure that the order is rung correctly via scanning or manual entry of items. Remember to always watch screen prompts. The register will tell you what to do next.
• Double bagging is not Company Policy unless to customer requests it. Use plastic bags and paid stickers whenever possible.
• Always acknowledge a customer when they do their own bagging. Smile and thank them for bagging.
• Your personal appearance is important and it is your responsibility to report to work in uniform and with attire that conforms to the Company Dress Code Policy. Associates that fail to report to work in proper uniform will not be permitted to work.
• Be clocked in and ready to work, wearing the correct uniform, at your scheduled time.
• Keep your work are neat and clean at all times.
• Direct any questions that you have to the Front End Manager or Podium