Tarra Wilson

3, March 2015

INTRODUCTION

Improvement of employees’ problem solving skills

Guide as reference

How-To Guide

THE OPPORTUNITY

S E R V I C E C O M P O S I T E

78.6% This year

78.3%Last year

75.9%Market average

THE OPPORTUNITY

A L T E R N A T I V E S

• Additional training

• No call to action

• Allow corporate to

implement training

guides

S T R A T E G I C S O L U T I O N

• Old Navy, Store 3449’s

How-To Guide

STRATEGIC OPTION’S

OLD NAVY STORE 3449’S HOW-TO GUIDE

10. How do I know when to price override an item?

As a sellebrity, you are allowed to price override any item within a ten dollar price range.

9. How do I calculate CIC and what is it?

CIC is new emails captured divided by transactions. It is important to know in order to generate new customers into our store through email advertisements and promotions.

8. How do I process a merchandise certificate?

First enter the amount printed on the certificate, then select the merchandise certificate button. Any remaining value can be processed as normal. At the end of the transaction enter the certificate into the printer. Make sure all required areas on the certificate are signed.

7. How do I ring up an item without a tag?

Locate the “cheater tag” inside the clothing, usually on the bottom left.

Look for the smallest tag, the style number you enter into the computer should

begin “S/809526-02.” Always add a “1” at the end (for an online return add a “2”).

6. How do I read a price ticket?

Easy! All tags have an item (sku) number such as 80956-02-1 (refer to image).

This is the number you enter if the barcode does not scan.

The four-digit size code follows after the sku, “0002”

Underneath the barcode is the style number “30320 00022”. This is the code found on the receipts.

5. How do I know what size code to enter?

Xs- 0000 0-3M- 0003 3T - 3000 2Long- 0203

S- 0001 3-6M- 0306 4T - 4000 32x32- 3232

M- 0002 6-12M- 0612 5T- 5000

L- 0003 12-18M- 1218 1- 0102

XL- 0004 18-24M- 1824 2- 0202

XXL- 0005 2T- 2000 2Short- 0201

4. How do I locate merchandise in another store?

Locate the “merchandise locater” button on the main screen of the register. Scan the barcode of the item or enter the style number. Then key in the size (refer to chart above). Click “nearest store” button. A list of that item in the closest stores will appear.

*This list only updates every 24 hours, suggest customer call store if results show they only have one item left.*

3. How do I ship an item to the customer?

A charge send can be completed by selecting “more”, “transactions”, “”. Make sure you add five dollar shipping onto the order. Enter customer billing and shipping information.

2. How do I enter an online return when the barcode is not working?

Underneath the barcode should contain numbers similar to the following:

000029281234201503011234

The code is broken up in the following order: store, register number, trans number, date, validation number

1. How do I get an Old Navy Card?

Ask! “Would you like to save 15% off your purchase today?

If they respond that they don’t want any more credit cards you can reply with “I see where you are coming from, however, did you know that with our card you can use it at Banana Republic, Gap, and Piperlime as well? And if you are approved for our visa you can use it wherever credit cards are accepted and earned reward points to use here in our store!

REFERENCES

Connor, C. (2013, March 4). The '8 Great' Challenges Every Business Faces (And How To Master Them All). Retrieved from Forbes: www.forbes.com

Medallia. (2015, February 26). Customer Comments and Surveys. Retrieved March 1, 2015, from Gap Medallia: https://gap.medallia.com

Medallia. (2015, February 26). Service Composite Measures. Retrieved from Gap Medallia: https://gap.medallia.com

Old Navy- Hi, Fashion. (n.d.). oldnavy.tumblr.com .

Shwom, B., & Snyder, L. (2014). Business Communications (2nd ed.). Pearson Education, Inc.

The Landing : Overview. (2015, March). The Landing at Tradition.

Using In Store Research to Gather Shopper Insights and Consumer Insights. (n.d.). Retrieved March 1, 2015, from Intergrated Research Associates: http://www.integratedresearch.com