Teaching Skills for the Retail Setting: The Way

Cindy Martens-Pitts Project SEARCH Instructor

Monroe #1 BOCES, Rochester, NY

Jeanne Stewart Job Coach

Lifetime Assistance, Inc.

Introducing: The First Project SEARCH in Retail Interns

Project SEARCH at

Innovative Ways of Supporting Retail Skill Development

Retail Curriculum

Specific Job Skills Customer Service Skills

Specific Job Skills for Departments at

Bakery Cafe Front End Cashiers Pizza Produce Seafood Stocking: Grocery, Health and Beauty Care

Bakery: Create-A-Cake Job Skills

Frost cupcakes Using machine to fill

cannolis and cream puffs Reading recipes Measuring ingredients Using scale Taking and recording

temps Decorating cakes

Bakery Skill Building

In the classroom: Practice cursive writing on paper Practice cake writing using pastry bag

filled with frosting and wax paper Practice closing clam shell containers Practice reading recipes Practice speed

Bakery: Service End Skills

Bag rolls and bread Slice breads Make garlic bread Restock donut bar Filling/frost donuts Price with expiration

date Customer Service

Service End Bakery Skill Building

In the classroom: Worksheets and crosswords to

learn/review product knowledge Match product description to picture of

product Role-playing: waiting on customers Practice tying raffia around bread

packages

Matching bread item to bag:

Use of Prioritized Job Task List

Café Job Skills

Prioritizing tasks Using spray bottle Cleaning tables,

chairs Cleaning trays Table setup Filling napkins and

utensils Assisting customers

Use of Job Task List: Visual Cue

Café Job Tasks 1. Move flowers & napkins.2. Squirt table 2x and wipe clean.3. Check the chairs to see if they need to be cleaned.4. Squirt the chairs 1x each and wipe clean.5. Push chairs back in.6. Put flowers and napkins back in place.

Intern carried this in her pocket and referred to it as needed.

Café Skill Building

Wipe down tables in classroom: use timer to increase speed

Use prioritized job task list Role-play interacting with customers

Front End Cashier Skills

AlphabetizingMulti-taskingBasic computer skillsCustomer ServiceCounting back changeMathWeighing skillsPacking groceriesProblem solvingOrganizational skillsChart Reading skills

Cashier Skill Building

In the classroom:

Alphabetizing: Practice using phone book, filing

Learning Produce: Flashcard games for codes, seasonal produce review, produce department scavenger hunts

Reshops: a way to learn the storeRoleplaying: Practice customer service skills

Bagging Skills

On the job site: Practice how to structure a bag so items are secure, using plastic, paper and recyclable bags.

Additional Cashier Learning Activities

Money Skills: Practice counting out money, play Monopoly, counting by 20, calculator practice

Relaxation Techniques: stretching, breathing, requesting help

Worksheets to learn names of produce, procedures for staying organized, problem-solving, practice math skills

Cashiers: Put these tasks in sequential order: _____ “Your change is $12.00.” _____ Look at the person when greeting them. _____ “Do you have a Shopper’s Club Card?” _____ “Would you like the exact amount?” _____ “Your total is $58.99.” _____ “Thank you. Have a good day.” _____ “Hello, did you find everything you were looking for today?”

Cashiers: Use the Quick Reference UPC List to answer the following: What is the code for a roll from the bakery? ____________________________ What is the code for ice? __________________________ What is the code for a Clementine Gift Box? ____________________________ What is the code for a gallon of 2% milk? _____________________________ What is the code for 1 lb of Wegmans Sliced Cheese? ____________________________ What is the code for a ½ gallon of 2% milk? _____________________________

Pizza Job Skills

Setting timersUsing ovenCutting pizzaAssembling pizza boxesWorking with dough: rolling,

stretching, shapingWeighing ingredientsFollowing recipesPrepping vegetablesPreparing chicken wingsCleaning the fryerTaking phone ordersCustomer serviceProduct knowledgeMaintaining a safe and clean working

environmentPackaging ready to eat food items

Pizza Skill Building

In the classroom:Practice using utensils: knife, spatulaPractice setting the timerPractice closing clam shell containersPractice taking phone orders

Practice using pizza cutter (play dough pizza):

NO - COOK PLAYDOUGH

Printed from COOKS.COM 1 c. water

3 c. flour1 1/2 c. salt1/4 c. oilFood coloring

Combine ingredients in bowl and mix. Add more flour if mixture is too sticky. Store in a plastic zip-lock bag.

Practice building pizza boxes:

Finished product!

Produce Job Skills

Using box cutterLifting up to 40 poundsProduct knowledgeCustomer serviceUsing scaleBasic computer skillsAlphabetizingFIFOChart reading

Produce Learning Activities

Identifying kinds of produce; flashcards matching, crosswords, worksheets

Learning location: scavenger huntsPractice using scaleAlphabetizing: practice using phone book,

filing

Vegetable and Fruit ID

____________________ ____________________

____________________ ____________________

Seafood Job Skills

Using knifeCustomer service Product knowledgeUsing a scaleReading recipeCookingWet hand/dry hand

techniqueUse of transfer PICS scanner

gunMeasurement equivalentsWrapping products

Seafood Learning Activities

In the classroom: Compile a notebook of Seafood Fact

Sheets Worksheets to learn/review seafood

knowledge Use of money to teach converting

fractions to decimals

Using a Knife

Cutting lemons daily in classroom

Using a Scale

Practice weighing “fake” seafood using a scale in department: scallops made out of play dough and cardboard fish cutouts filled with beans for weight.

Health & Beauty Care Job Skills

Use box cutterFollow verbal directionsOrganizational skillsCustomer serviceAssemble displaysCondition shelvesWork at a fast paceSensitivity issuesProduct knowledge

HCB Skills Development

Learn all the vocabulary associated with a Health and Beauty Care through worksheets: crosswords, matching activities. Make your own crosswords: www.discoveryeducation.com/free-puzzlemaker

Practice using box cutter and scanner gun

Practice assembling displays

Grocery Stocking Skills

Customer serviceLifting safety Recycle cardboardOperate equipmentUse box cutterUse intercom/pagingBuild displays Know location of itemsReplenish shelves

Classroom Activities

Match item to aisle location: flashcards Practice proper lifting techniques Practice using box cutter Practice using baler machine (in

stockroom) Roleplaying: using phone, intercom

Customer Service Skills Curriculum

INCREDIBLE CUSTOMER SERVICEAnd

KNOWLEDGE-BASED SERVICE

believes in:

There are very few behind the scene jobs at Wegmans, so development of customer communication skills is IMPORTANT!

Customer Communication Skills

LEARNING ACTIVITY:

Role playing with staff and fellow interns to practice communication skills.

Understanding sarcasm: “First Job Survival Skills” video series

Understanding figurative language: Idiom of the Day

Prioritize job tasks: customers ALWAYS come FIRST!

First Job Survival Skills Video Series: James Stanfeld Company

Teaches the skills necessary to enter and succeed in the workplace. Emphasizes the fact that work is not like what they see on television; work is not like school, and work is not like home.

Idiom of the Day:“Calm before the storm”

KNOWLEDGE BASED SERVICE

makes the commitment that

”Every Day You Get Our Best”

The goals of KBS are: Helping customers make healthy meals easy Being knowledgeable about your department’s products Being available to assist customer across departments Listening to the customer and asking questions to

understand what customer needs Spending time on sales floors sharing with the customer

what you know about the products

Be familiar with location of all products Be able to identify resources to use for obtaining

knowledge about getting a quick easy dinner on the table

Classroom Activities: Scavenger Hunts to learn the location of items in the

store: students always carry a store map as a reference Become familiar with store references by using them:

Website Menu Magazine Menu Cards Sale Flyer Idiom of the Day Role Playing to practice customer interaction skills

Knowledge Based Service Skill Building Goals

Super Bowl Party

Snacks Location Price ___________________________________________

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ *Miscellaneous Items Location Price ____________________________________________________________________________________________________________________________________________

TOTAL COST OF PARTY ________ *Paper products: plates, napkins, decorations etc.

Practice Navigating the Resources

Wegmans Micro Greens Recipes

1. Where do you find Wegmans Truffle oil? _________________________________________

2. What is it made from? _____________________ 3. How do you scramble eggs? _________________

_________________________________________ 4. How many ounces would 3 pkgs. of micro greens

be? ______________________________________ 5. What do you spread on the salami? ___________ 6. What is pesto made from? ___________________ 7. What size eggs do you use?

__________________________________________ 8. What do you do before you dip the salami roll?

__________________________________________ 9. When do you know the eggs have set? __________________________________________

Reading the Sale Flyer

Wegmans Ad June 13, 2011

1. What holiday is Sunday, June 19? ____________________ 2. Name a kind of steak: ______________________________ 3. What are the prizes for the “King of the Grill” Contest? _________________________________________________ 4. How many clams can you get for $16.99? ______________ 5. What temp do you need to cook pork to? ______________ 6. How much would 2 pounds of squash and 3 pounds of eggplant cost? _____________________________________ 7. Name some of the gift cards you can purchase at Wegmans: ________________________________________________ _________________________________________________ 8. Name 2 flavors of Yancey’s Fancy cheese: _____________ __________________________________________________

Project SEARCH at Wegmans: “Every day you get our VERY

best!”

Need more information?e-mail: Cindy_Martens-Pitts@boces.monroe.edu jeanne.stewart@lifetimeassistance.org

Continuous effort - not strength or intelligence is the key to unlocking our potential.

- Winston Churchill