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www.IndependentRetailer.com MANAGEMENT Uncovering
Hidden Losses continued from page 101
The Ultimate Purse KeyFinder
Stop looking and start living.
to effectively measure consistency, while pinpointing operational and loss prevention challenges. With a focused effort on a few common ar- eas in which hidden loss may result, prevention may prevail. The Checkout Line
A poorly managed checkout line No Drop Ship Fees
can be hazardous to your store’s health. A long, slow line quickly yields unhappy customers who may drop their merchandise and leave. Time is precious and cus- tomers may decide they don’t need the merchandise that badly, or are simply unwilling to waste more time in line. Checkout lines can be es-
pecially irritating to customers if they spot seemingly idle employees in the store. Retailers should know how to avoid checkout bottlenecks, enlisting store managers, idle em- ployees, or anyone who is available to assist at the point of sale. Even if employees are restricted from operating registers, they can still move things along by bagging mer- chandise or removing EAS tags. Unannounced PRAs help retailers determine if staff is doing everything they can to assist customers when the need is greatest. PRAs can focus on assessing training to ensure all employees know how to conduct critical tasks, such as exchanges or price overrides at the checkout line. They can also help assess if the culture is focused around put- ting the customer fi rst. The Aisles
A hollow “Can I help you?” or Trading Cards!
514-636-2070
info@presstinemarketing.com WWW.PRESSTINEMARKETING.COM
102 February 2012
no greeting at all means little to a customer. How often do custom- ers give clear, unmistakable signals that they are looking for something they can’t fi nd, but associates are too busy performing administrative tasks behind a counter? Providing true customer service requires em- ployees to go the extra mile. It may mean calling another store to see if they have the merchandise in the size needed, checking inven- tory in the back room, or escorting the customer to another part of the store. Is it convenient for the employee? No. Is it critical to avoid- ing lost sales? Yes. Unannounced PRAs or PRAs conducted by mys- tery shoppers can screen to see if customer service processes are being implemented throughout the retail environment.
continued on page 108 INDEPENDENTRETAILER
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