Plcc Active Shooter
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Describe the training you have received. Areas most confident? Least? confident?
I have been trained in opening, closing, day to day operations, and leadership responsibilities. I feel the most confident in closing because I have done it so many times. Opening on the other hand would probably be my least confident area because I have only dine it once.
Describe the ultimate responsibility as the manager on duty? How do we measure our success?
In my opinion this is to make sure associates know what they are supposed to be doing, make sure customers are satisfied, and make sure goals are being met. We measure our success with the KPI and great sales on the register.
Tell me what The Customer Connection means to you.
Customer connection means to really connect with the customers. Greet and introduce yourself when they come in, ask if they need help with anything, show them something new based on what they are looking for or what they're wearing, and then give them a reason to come back with our rewards.
Describe to me a recent coaching conversation you had with an associate on TCC.
I talk with my coworkers everyday about KPI results. Just yesterday, I had a conversation with Monica about how our rewards were gone and how we could try to bump them up by changing how we worded asking for their information.
Describe to me a recent coaching conversation you had with an associate on KPI results.
Yes. You get $10 off at the time you sign up and then your 100 pt. rewards are $10 off instead of $5.
Have you completed PLCC training? Explain to me the benefits for out customers.
Check your personal email once a day, and the store email multiple times a day.
How often should you check email? Comfortable accessing?
Yes and I am comfortable with all of the above.
Have you done the associate WorkBench training? Comfortable navigating Spark? Comfortable with POS?
Just return it and make the customer happy.
Explain the return policy.
Explain ratelinx, it is okay to skip a shoe if 2 people have looked for the shoes and can't find it.
What is the in-store fulfillment process? ISP? When is it okay to skip?
Never do your own.
What are the expectations for verifying and authorizing timesheets?
You get a meal after 6 hours (30 mins). If you are the only keyed employee, it is paid and you can't leave.
What is the meal/break policy?
Shut the gate if possible, use duress code, evacuate everyone out the back door.
Have you reviewed the active shooter scenario? Explain the process.
You look for the shoes, and then if you can't find them, you add them to the stolen's log. You know what shpoe has been stolen by looking at the box or the log. YOu prevent the shoes from being stolen by using customer connection and keeping the store tidy.
What do you do when you find an empty box? How do you know what shoes get stolen? How do we prevent shoes from being stolen?
You do a no sale and give them the cash in the register, no questions asked. After they leave and it is safe to do so call the police.
Have you reviewed the safety policies and process regarding robbery? Explain the process.
Customer connection
How do we prevent shoplifting?
You use a recovery statement. Say I see you grabbed some pumas, I can hold them at the register until you are ready to check out.
What if you see shoes concealed? What can you say or do?
NEVER and NO
When is it okay to chase, tackle. grab, or touch a shoplifter? Can you block or lock the door?
You just go talk to the customer until they are so annoyed that they leave.
What if you suspect some shoes have been concealed but you are unsure? What can you say or do?
"Hey I see you're getting some Puma's, I can hold those in the front for you until you are ready to buy them."
Give me some examples of recovery statements.
Listen, reflect, respond
Three steps to conflict resolution?
fill out and incident report on LP page. Include 1) were cops called? 2) Did you see all 5 steps 3) Description of what happened 4) Description of what they looked like 5) Would you recognize them if they came in again?
How do you document an LP incident? What should be included in the report?
It is the theft prevention steps. Verify- Random sales verifications, Inspect- associate bag checks and trash removal is monitored with clear bags and broken down boxes, People- refunds/post voids, witness' must see the customer and merchandise being returned. Box counts must be completed per policy.
Can you explain VIP?
NEVER
When can you leave an un-keyed person in the store alone? Car? Smoke? Trash?
No. This is a good opportunity to promote our rewards program for coupons
What do you say to people wanting free shoes or a discount?
No one.
If you receive keys today, who can you hand them to?
It is the monitoring of our discounts usage. It will track if discount is used a ton/suspiciously. If violated, you will be fired.
Explain our exception-based reporting. What can it track? What happens if it is violated?
Never
When is it okay to work off the clock?
2 signatures. If alone, write alone on the bottom line.
What verification is needed is required for returns/exchanges/voids/no sales on the register? What if alone?
Check with money marker.
What is the process for accepting bills over $20?
Note at register when closing. Tell Angelica if it is over or under $10.
How do you handle a cash register discrepancy at closing process?
Yes I understand it. It is not certain days, register will prompt you when there is a certain amount of cash, last Saturday of the month, or there are 4 deposit bags.
Understand DTS? What days must mailers be created? What happens if not created on required days?
Away- Leaving, Stay- Alarm on while you are leaving, Off, turning off alarm, Duress code is number down the middle and will get police there ASAP in emergency situations.
Alarm functions? Duress code?
Evacuate customers. Tell Angelica. If it is less that 4 hours, managers stay, associates go home. If it is over 4 hours you can go home.
How do you handle a power outage? Severe weather?
For the POS or login issues on spark or ceridian
Why would you call technical support?
You fill out the JLL form on spark. An example of this would me if one our lights goes out.
How do you report store maintenance issues? Give me an example of one.
Submit an incident report in LP page and tell Angelica
Customer or associate is hurt. What do you do?
Everything must be positive and favorable
What is the media interview policy? Social Media policy?
RIW is respect in the work place, discrimination and sexual harassment are examples of violations. I would report this to my store, district, or regional manager.
Examples of RIW violations? How do you handle?
Store leadership responsibilities which are making sure goals are met, daily tasks are completed and associates have guidance they need.
SLR understanding? Current assignment?
No
Is there anything you are afraid you do not know to effectively manage the store as the manager on duty?
1. Crossing the lease line 2. Falsifying rewards 3. Leaving an unkeyed person alone 4. Opening the store late 5. Working off the clock
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