Serve, sell and process sales on the spring launch Saturday

What is going on

It is the first Saturday of the spring range and the fashion store is busy from opening. Kai Tanaka has rostered you on the floor and the point of sale from 10 am. Customers are asking for the linen shirt in sizes the floor has run out of, a customer wants to return shoes bought on sale, and a family with three children needs help in the fitting rooms. The store has a mystery shopper program that scores greeting time, product knowledge and closing. Last week a team member wrongly told a customer that sale items cannot be refunded, so Kai is watching how returns are handled.

Your brief

Serve customers to the group's service standard, use product knowledge and the stock register to find sizes and alternatives, close sales, process transactions correctly on the point of sale and handle a return by the refunds procedure, recording anything you cannot resolve.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

• Read the customer service and respectful behaviour policy and the point-of-sale and cash handling procedure, and list the service standards you must meet on the floor and at the terminal.
• Sign on to a terminal with your own login, count the float with Kai and record it on the float sheet before the store opens.
• Greet and consult three role-played customers, asking questions to understand their need, and use the stock register to check size availability for the linen shirt and offer alternatives where a size is out.
• Assist a family in the fitting rooms, applying the fitting room item count and keeping the area tidy and safe.
• Process two sales on the point of sale, scanning every item, applying the promotion through the system, scanning the loyalty card and counting change back correctly.
• Handle the returned shoes with a split sole by the refunds procedure, deciding whether it is a major failure and offering the remedy the consumer guarantee requires, with supervisor authorisation.
• Record a customer complaint you cannot resolve on the customer complaint form and enter it in the customer feedback register the same day.
• Balance your drawer at the end of the shift with Kai and complete the reconciliation sheet, noting any variance.

What someone in this role would produce

• Float sheet and end-of-shift reconciliation
• Two completed point-of-sale transactions with receipts
• Refund record for the faulty shoes with the reason and authorisation
• Customer complaint form and feedback register entry