Douglas_Max,_Robert_Bacal]_Perfect_Phrases_for_Se

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Goals in this section can be used with employees work-

ing in the retail sector at all levels of an organization, but

particularly in retail locations.

Checkout/Cash Register

■Process 90% of customers within five minutes.

■Promote special offers to customers when appropriate

to circumstances.

■Direct customers to proper aisle for desired products,

without help.

■Balance the cash register and come within $1 98% of

the time.

■Make sure that cash register discrepancies never

exceed $10 per shift.

■Engage in friendly conversation with customers with-

out sacrificing speed of scanning or otherwise entering

items.

■Manage checkout lines and direct customers to other,

faster lines.

■Process returns and refunds properly and without help

from supervisor.

■Input items with no more than 1% error in amounts.

■Calculate change due to customers, both with and

without machines.

■Wrap/package customer goods with no more than 2%

reported damage.

Customer Service

■Fit customers with the proper size to the satisfaction of

the customers.

■Offer the customers value-added services every time

(e.g., parcel carryout).

Retail/Merchandising

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