Counter Intelligence Pos

6. If they don’t already have a card, type in their name and create a “code” for them using the first three letters of your store and three or four letters from their name. Occasionally you may need to try a few different options to find one that is free. (eg: Customer Jaimee Smith at Takanini Store could be TAKJAIMS)

7. Click “add” then fill in the phone and email sections.

When you get back to the main page you can see that the VIP card has been added.

8. Press F8 to move to the Payment screen and use the Arrow Keys on your keyboard to select the payment type.

9.Press Enter and complete the transaction.

Eftpos - Make sure the transaction has been accepted. Always watch the screen as the payment is being processed and check the printed receipt eg: Accepted/Declined.

VIP CARD Information

Customers earn points on all full price purchases. They get 1 point for every $1 spent. Once the reach 500 points they will receive a $50 voucher to spend on there next purchase in store. The voucher will be shown on the screen. Do not give the customer a Gift Voucher. Click on the voucher on the screen to redeem.

Discounts

To take a percentage off an item (eg: 20% off), scan the item then press F2

Click OK then proceed with payment as normal.

If you need to discount an item to an exact price (eg: $99.99 to $59.99) simply change the price in the “unit price” section.

Select the reason for the discount, then continue to payment as normal.

Complete a Sale Using LAYBUY.com

Laybuy.com allows your customer to take their purchase home straight away and spread the total cost over 6 weekly automatic payments.

1. When you get to the payment screen arrow down to “Laybuy”

2. Type in the customer's phone number

3. They will receive a text message and will then have to complete the sale on their phone. (Make sure not to move away from the screen at this point as this will cancel the sale)

4. Once the sale is complete a receipt will come out of your printer.

Setting up a New Traditional Layby

If a customer wants to pay off their purchase with a Layby it is ideal that they use the Pay Later Laybuy option, as this is less work for you, there’s no chasing up of customers, no cancelled laybys AND the full sale total is added to your figures for the day, not just the deposit!

However IF a customer chooses the traditional layby option, here is how to complete it.

1. Scan items as normal, change prices as required

2. Use F8 to get to the payment screen

3. Arrow down to “Account”

4. Click the arrow button next to the account box

5. Follow the below steps depending on if they are a new customer or if they are already in our system;

New Customer

- Get the customers name and make a code for them. Usually the first three letters of your shop and three letters from their name. Example: Customer Karen Day at Takanini could have the code TAKKAR

- Click Add

Existing Customer

- Search for the customers details using the phone or name fields.

- Try to keep your search broad, ie; just the phone number or just their street name.

- Click Search and select the correct customer.

6. Work out the deposit.

Example: 30% of 44.99 is $13.50. Therefore they will be charging $31.49 to their account, type this into the “Charge Amount” Field and fill in the rest of their details as shown in the example below.

You will then come to this screen.

7. Click OK and you will return to the main screen. We can now see that the customer is owing $13.50 for today’s transaction. Press F8 and complete the transaction.

You will get two receipts out of your printer. One copy is for the customer, one is for you to keep in store.

Staple the customer's copy to a Chances Layby Card and file one in your stores Layby folder.

To Make a Payment on a Layby

1. From the main screen select Other Functions at the top

2. Select “Account Payment”

3. Find the customer by typing in their code or searching their name, phone number or address.

4. Type the amount they wish to pay today in the “Charge Amount” field.

5. Click OK

6. Press F8 to process payment.

You will get two receipts, staple one to the customers layby card and file one in your stores folder.

Laybys should be paid off within 4 weeks. Unpaid laybys must be returned to stock after 6 weeks if no further payment has been made.

Selling a Gift Voucher

1. Click “Other Functions” and choose “Sell Gift Voucher”

2. Select the Voucher type

3. Scan the Gift Voucher Code on the back into the Serial Number box and click OK

4. Proceed with Payment via F8 screen

Accepting a Gift Voucher as Payment

1. Scan items and go to F8 Payment screen

2. Use Arrow keys to go down to voucher amount and click the arrow

3. Scan the voucher

No change will be given from gift vouchers. Encourage the customer to use the entire amount. If they won't you may issue a credit note for the remaining amount.

Check Stock

To check the stock levels of an item in yours or any other Chances store you can use the Stock on Hand function.

1. Type in your salesperson number

2. Click on “Other Functions” at the top of your screen

3. Click “On Hand By Branch Enquiry”

4. Scan or type the PLU number or style number into the box and press enter.

Transferring Stock

Always try to sell what you have in store first. If you need to get a customer something from another store firstly make sure they have it. If the other store is busy serving customers you may need to get them to call you back.

If you can sell the item to the customer on the spot then you can take the payment including courier payment then have the item sent directly to an address of the customers choice. Request a courier label from the F11 menu. (See F11 Menu Instructions for more info on this)

You can also have the item couriered to your store for a $5 fee. This is redeemable on the final purchase. To charge the courier fee, type the number 20 into the PLU box. You’ll need to then request a courier label.

We can also do a standard transfer, where the item will be collected by someone from head office on one of their visits.

Internet Orders

If stock from your store is required for an internet purchase you will have a pop up come up on your screen. You will also get an order request from your receipt printer.

Find the item using the PLU number and stock it out to Head Office, then put it aside and wait for an invoice and courier label to come through on your printer.

Package the item in a Chances courier bag making sure that all security tags and any yellow sale stickers are removed. Please take care when packaging these orders and fold items nicely. Include the invoice in the package. Do not put any internal transfer receipts in the package.

If the size of the Item purchased is smaller than A4 or can be folded to an A5 size also fold the courier bag as small as possible to ensure all items are tightly packed to avoid a messy arrival.

+ What to remember when completing an internet Order:

Check all details including PLU number on item and Invoice, Customer name on invoice and Courier label before closing up a courier bag.

Do not let an order sit for longer than 1 day in your shop, to ensure our customers get their order within the one day time frame all orders must be sent on the day of purchase.

Some stores

If you have not received the paperwork for your order ring H.O before 3pm that day.

Transfer all items as soon as found for a quick process.

Do not click “i do not have this item” unless your whole store has been searched.

Always write down your order numbers + PLU + date in an online order book for reference.

Online Sale prices

If a customer has come into your store requesting the sale price seen online you will have to follow through with this.

Emails

At the bottom left hand corner of your screen you will see a little windows icon. Click this then click on “Mail”.

This will open your email inbox. From here you can email anyone at Head Office or other stores.

Jacinda jacinda@chances.co.nz

Wilma - wilma@chances.co.nz

Jenna - jenna@chances.co.nz

Niki - niki@chances.co.nz

Mike - mike@chances.co.nz

Leon - leon@chances.co.nz

LJ - marketing@chances.co.nz

Please make it a habit to check your emails daily.

F11 Button

In the bottom right hand corner of your screen you will see the F11 Button.

From here you can see your daily and weekly targets, email head office, request courier labels, place a stationery order, view the Chances website and process a customer return.

Request a Courier Label - Click the “email Head Office” Button and select Niki. Chose the Request a Courier Label option and fill in the form. Make sure you have all the details correct and the PLU number and Receipt number are included. It is your responsibility to follow up and make sure your labels have been printed.

Courier labels will not be printed if there is no courier fee payment made.

Place a Stationery Order - To place an order for stationery for your store click the “Stationery Order” box on the F11 menu. You will be taken to a form to fill out whatever you need. Your stationery will come with your next lot of stock so it is important to think ahead so you don’t run out of things.

View Chances Website - You may view the chances website on the stores computer if you are looking for something for a customer. You can select the “View Website” option, you’ll then see a box asking for a PLU number. If you don’t know the PLU you can put in any number and still be taken to the website. From there you can navigate the site.

Process a Customer Return - It is important that customers are aware of our returns policy. We will happily exchange an item if the tags are still attached and the garment is still as new. If the customer doesn't want to exchange for something else you may offer them a credit note.

FAULTY STOCK - If the stock is faulty you must first send it to Head Office for acceptance. In this case please fill out the “Customer Return” form on the F11 menu and make sure to record all details in your customer returns book.

Communication between staff

Make sure you and your staff are communicating so nothing goes unknown / forgotten.

Keep a staff note book with conversations and events including the date that have happened during your working hours. This will help with your team members and Head office staff knowing all details of any special requests etc.

If you have any questions or need advice / help please ring Head Office as soon as possible.

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