Journal QuestionJournal Question

►Why is it important for a company to Why is it important for a company to focus on having excellent customer focus on having excellent customer service? Give three examples.service? Give three examples.

Dealing with CashDealing with Cash

Why we have rules for handling Why we have rules for handling cashcash

►We need to have controls in our We need to have controls in our business tobusiness to Protect employeeProtect employee Protect businessProtect business Ensure proper accountingEnsure proper accounting Protect CustomersProtect Customers

Point-of-sale (POS)Point-of-sale (POS)

►A computerized replacement for a A computerized replacement for a cash registercash register

►Has the ability to:Has the ability to: Record and track customer ordersRecord and track customer orders Process credit and debit cardsProcess credit and debit cards Connect to other systems in a network Connect to other systems in a network Manage InventoryManage Inventory

POS ContinuedPOS Continued

►A POS system for a restaurant is likely A POS system for a restaurant is likely to have all menu items stored in a to have all menu items stored in a database that be accessed for database that be accessed for information in a number of waysinformation in a number of ways

►Used in most industries including:Used in most industries including: Service Desks – auto shopsService Desks – auto shops RestaurantsRestaurants Lodging – hotels, motelsLodging – hotels, motels Entertainment – movie theatreEntertainment – movie theatre MuseumMuseum

►Step 1: Quote the price clearly to the Step 1: Quote the price clearly to the guest.guest.

►The clerk should serve the product and The clerk should serve the product and say "that will be $2 please" say "that will be $2 please"

►Step 2: Call the denomination of the Step 2: Call the denomination of the tendered bill & check for counterfeiting.tendered bill & check for counterfeiting.

►As the tendered bill is taken from the As the tendered bill is taken from the guest's hand, the amount of the bill guest's hand, the amount of the bill should be called out loud. This eliminates should be called out loud. This eliminates many instances where a guest claims he many instances where a guest claims he handed the employee a larger bill than handed the employee a larger bill than what is cashed.what is cashed.

► Step 3: Enter a visible sale for the quoted Step 3: Enter a visible sale for the quoted amount directly into the register after serving. amount directly into the register after serving.

► All employees should be trained to process All employees should be trained to process one sale at a time. Once an employee is one sale at a time. Once an employee is allowed to make more than one separate allowed to make more than one separate transaction in the register at one time, you transaction in the register at one time, you have a situation where an honest mistake--have a situation where an honest mistake--forgetting to enter a sale for product served -- forgetting to enter a sale for product served -- or a dishonest mistake, deliberately not or a dishonest mistake, deliberately not entering a sale will eventually occur. entering a sale will eventually occur.

►Step 4: Remove the change before Step 4: Remove the change before placing the tendered bill into the placing the tendered bill into the drawer.drawer.

►The best cash handlers leave the bill The best cash handlers leave the bill atop the register while they remove atop the register while they remove the change. The tendered bill should the change. The tendered bill should go into the drawer only after the go into the drawer only after the employee has removed the proper employee has removed the proper change and counted it back to himself.change and counted it back to himself.

►Step 5: Count the change back to the Step 5: Count the change back to the guest.guest.

►This is a final double check that the This is a final double check that the proper change for the tendered bill is proper change for the tendered bill is correct to both the server and the correct to both the server and the guest.guest.

►Step 6: Thank the guest for the sale.Step 6: Thank the guest for the sale.

FAST FACTS

► • In 2007, there were 1.46 billion Canadian bank notes in circulation,

► with a value of over $50 billion. That’s about 44 bills for every► person in Canada.

► Counterfeiters passed over 141,000 fake bills in 2007, representing

► victim losses of roughly $3.3 million.

► Victims of counterfeiting are not compensated for their losses, so it

► pays to check your bills.

► The $20 bill is the most widely used, and counterfeited, bank note.

► Half of all bills in circulation are $20s.

ActivityActivity

►Please create a script/dialogue that Please create a script/dialogue that occur between a customer and a occur between a customer and a cashiercashier 2 characters2 characters What is said during a regular transaction?What is said during a regular transaction? Use your own experiencesUse your own experiences Make sure you include the steps of the Make sure you include the steps of the

dealing with cash processdealing with cash process