JR Business Plan FA

TABLE of

CONTENTS

PREFACE

0.1 Perspective0.2 Executive Summary

CHAPTER ONE: BUSINESS SUMMARY

1.1 Business Summary1.2 Our Customer1.3 Jane Ramsay Culture1.4 Jane Ramsay People1.5 Jane Ramsay Standards

CHAPTER TWO: COMPANY STRUCTURE

2.1 Staff Dress Standards2.2 Uniforms2.3 Appearance2.4 Staff Discount and Allowances2.5 Work Place Agreements

00

01

02

CHAPTER THREE: BUSINESS STANDARDS

3.1 Report ing Standards3.2 Retai l ing Standards & Daily Duties3.3 Management Standards3.4 Recruitment Standards3.5 Training Standards3.6 Merchandising Standards3.7 Window Standards

03

04CHAPTER FOUR: CUSTOMER SERVICE

4.1 Introduction4.2 General Standards4.3 Model Of Service

0.1 Perspective

Chapter One: Business Summary

Jane Ramsay Group Copyright © 2015

STYLISH LUXURY LIFESTYLE

“JANE RAMSAY IS ABOUT QUALITY PRODUCTS, PEOPLE, ENVIRONMENTS,

AND EXPERIENCE. WE VALUE INTEGRITY AND KINDNESS.”

M I N I M A L I S T

W H I T E

S I M P L I C I T Y

For Jane Ramsay, ‘Life Is not about finding yourself, life is about creating yourself’

And for the Australian Designer, this is as true for how she evolves her extraordinary fashion career as it for how she evolves her exclusive label, simply called; Jane Ramsay.Jane has her own, head-turning style; chic but wearable, ageless but with an edge. In a career spanning the past two decades Ramsay who has a Masters Degree in Business has created lines for an impressive array of Australian and International Labels, as well as founded a bespoke trend-forecasting service to many of Australia’s largest fashion retailers. Throughout, Ramsay’s style has been driven by the knowledge of what suits her, and that ‘simple is beautiful’. So it would seem natural after an extensive career and becoming a mother to four children, Ramsay would choose to launch a label that defines the looks that work for her and women like her, who appear effortless but are high on style. “This label is about what I love and expressing that by designing for me”, says Ramsay. “ My signature style is for women who love luxury and fashion but with a relaxed approach that is never ‘over-done’. As a woman I love luxurious fabrics but not over-designed clothes. As a designer I value impeccable taste and style over all else. I want Jane Ramsay to be the go-to-Luxury brand that women can wear confidently in their every day life, and always project luxurious style.”Like Jane herself, the Jane Ramsay woman values cut, fabric, quality - and attention to detail; she needs clothes that move easily through the multi-facets of daily life. She cares about how she looks but she has a relaxed, and effortless interpretation.

“Jane Ramsay is the Luxury Brand that Fits Your Every Day Life”



01BUSINESSSUMMARY

CHAPTER ONE: BUSINESS SUMMARY

1.1 Business Summary1.2 Vision Statement1.3 Our Customer1.4 Culture1.5 People1.6 Environment

1.1 Business Summary

The commodity we sell is clothing.However the product is what the consumer feels about Jane Ramsay. The product is APPROVAL. Validation they are stylish enough, beautiful enough, thin enough, young/old enough, etc… Each transaction should imbue them with a sense of positive VALIDATION of their importance and relevance. Every woman who shops at Jane Ramsay should walk out feeling beautiful & special. This is what we sell.My Jane Ramsay signature style is clothing for women like myself who love luxury and fashion, but always with a relaxed approach that is never ‘over-done’. As a woman I value luxurious fabrics but not over-designed clothes. As a designer I value impeccable taste and style over all else. I want Jane Ramsay to be the go-to brand for beautiful essentials that women can wear confidently with any global luxury brand, or to the supermarket always knowing they are projecting luxurious style.



My vision was always to create a lifestyle Fashion brand that allowed me the ability to live and work between the 3 cities where I feel like I’m “home” - Melbourne, Los Angeles and Hong Kong. I only ever pictured a few stores in each place to retain an exclusivity, and an awesome website to sell elsewhere and showcase the brand. The antithesis of what I want is to create a ‘chain’ of stores! I visualized simple, beautifully cut pieces in luxury fabrics that had both style and versatility, and I imagined light, bright retail spaces with ‘nice’, classy, and welcoming staff that made customers want to keep coming back to be a part of. I pictured a business that treated everyone well, and fairly, and shared in the rewards when established. A Utopia of style! I want Jane Ramsay to be known as The Luxury Brand that Fits your Every Day Life.

1.2 Vision Statement


Jane Ramsay Fashion Copyright © 2015

Age: Relevant for all ages, but we are largely 35 - 65Sex: FemaleIncome: Household income of $100,000 or moreFamily status: more often that not she is married.Education: Generally tertiary educated but may have not worked for sometime.

Profession & Home: White-collar work. May be a full-time home-maker, or may work part-time. May have own business. She is generally not in a 9-5, corporate style situation as she wants to be free to travel when and where her husband and kids may. She is well travelled and read.

Why our customer buys from Jane Ramsay.Our customer buys to reflect her life status. She has achieved a certain level and wants clothes that reflect this. She wants to feel beautiful and relevant but she does not want to look like a fashion victim. Her life is too busy to slavishly follow fashion. She loves to be well dressed but is not a “look-at-me dresser”, and that in wearing Jane Ramsay she is classy, fashionable, modern, relevant, up-to-date and beautiful. She trusts that she will be appropriately dressed with Jane Ramsay. She trusts she will be age appropriate. While she may be aging she still wants to feel young and beautiful. She still needs to be told this. She knows Jane Ramsay clothes are made from high-end fabrications that distinguish our simple pieces as superior to other chain store brands offering ‘simple’ pieces.

1.3 Our Customer



“If a job is worth doing it is worth doing well!” is our motto.

The culture at Jane Ramsay is an environment of excellence and high standards. We take pride in how our stores look, how our work-space looks, how we each look. We are a Luxury Fashion Company and appearance matters, as do standards of presentation. We arrive early and we finish on time. We work diligently through out our day recognizing that getting our jobs done well in our standard hours of work allows us to pursue a balanced and rounded life outside of these times. We have time for our families, friends and selves. We are people who care. We are kind to one another, because we recognize that our interaction with others reflects our own levels of self-respect. We also recognize that our jobs reflect who we are, and we are each proud of who we are and what we contribute. The Jane Ramsay culture is also one of recognition of excellence. We strive to recognize the best in all people and situations because we understand that which we give our attention to grows. We do not dwell on or re-hash negative experiences but we do dwell on successes. This culture extends to our customers who all recognize us to be the sort of environment that makes them feel good about themselves. Our job is to deliver approval and validation to customers, so that when they enter the Jane Ramsay experience they are good enough and valued.

1.4 Culture



We have high standards and we are classy! We love the best things in life. We are non-smokers. We like to eat and live healthily, but we do love a good party. We are happy and striving to always be better in our lives. We like to be surrounded by good things and good people. We are kind and decent. We take responsibility for all parts of our lives and actions. We are NOT victims. We are positive minded and proactive. We are honest and open. We see our presentation as a representation of our inner standards and self-respect. We arrive early and we leave on time because we are organized and prize a balanced lifestyle.

1.5 People



Cleanliness is elegance in your environment. Every part of our business is kept immaculately tidy and clean.

STORES:

• Retail stores are always immaculately clean and all garments evenly spaced and tidy.

• The overall appearance and atmosphere of the store has to be warm and welcoming at all times.

• Presentation of store has to be clean and tidy at all times and as per company’s VM criteria set up.

• No dust on shelves, rails, display stands, no undressed mannequins• No unwrapping of received stock should take place in the middle of the

store. Please ensure that stock is not clearly visible to customers• The Point of Sale area is to be kept clean and clear at all times• Toilets – always cleaned after each use. No empty toilet rolls to be left.

Hand basin to be left clean.

OFFICE:• Kitchen area – no dirty dishes left in sink. All benches cleaned and wiped.

Rubbish removed daily.• Desks – desk to be left empty and tidy every night. • Desktops of computers – also to be left tidy. You may have a Work in

progress folder otherwise all work should be filed.

1.6 Environment



Chapter Two: Company Structure


02COMPANY

STRUCTURECHAPTER TWO: COMPANY STRUCTURE

2.1 Staff Dress Standards2.2 Uniforms2.3 Appearance2.4 Staff Discount and Allowances2.5 Work Place Agreements

All Jane Ramsay Retail staff are expected to uphold a high standard of personal presentation. Employees of Jane Ramsay are expected to present a clean and professional appearance while conducting business. Dressing in a fashion that is clearly unprofessional, that is deemed unsafe, or that negatively affects the Jane Ramsay reputation or image is not acceptable. As such we have a Jane Ramsay uniform. Upon employment new staff members will be given a Starter Kit. This starter kit is to see them through their first 3 months of employment, and is expected to remain the property of Jane Ramsay during this period. If a staff member is not continuing their employment past this time, all items must be returned dry-cleaned to Jane Ramsay prior to receipt of their final wages. Failure to do so will mean that 25% of the RRP for these items will be deducted from their final wage.

This form is to be completed at the time of receipt of the Staff Uniform by any/all staff members.

2.1 Staff Dress Standards



2.2 Uniforms


STARTER UNIFORM & UNIFORM FOR CASUAL RETAIL SALES ASSOCIATES

Black Camilla Cargo Pants - Winter: Black, Summer: Nude Black Anna Singlet - Winter: Black, Summer: WhiteBlack Luxury T - Winter: Black, Summer: White

In Winter Jackets will be provided in staff room to be worn whilst in-store. These must remain in-store and are not to be taken home under any circumstances.

RETAIL MANAGER UNIFORM - SUMMER

Nude Camilla Cargo Pants White Anna Singlet - Winter: Black, Summer: Nude3 Luxury T-shirts – 2 x White, 1 Black2 Seasonal Silk Blouses

RETAIL MANAGER UNIFORM - WINTER

Black Camilla Cargo PantsBlack Anna Singlet4 Luxury T-shirts – 2 x Black, 1 White, 1 Nude2 Seasonal Silk Blouses1 Winter Coat

RETAIL SALES ASSOCIATE UNIFORM - SUMMER

Nude Camilla Cargo PantsWhite Anna Singlet3 Luxury T-shirts – 2 x White, 1 Black1 Seasonal Silk Blouse

RETAIL SALES ASSOCIATE UNIFORM - WINTER

Black Camilla Cargo PantsBlack Anna Singlet3 Luxury T-shirts – 1 x Black, 1 White, 1 Nude1 Seasonal Silk Blouse1 Winter Coat

UNIFORMS ARE TO BE WORN AT ALL TIMES.Uniforms must be kept clean and pressed and wrinkle free. All staff are responsible for their uniforms. It is staff responsibility to launder and press uniforms whenever needed to maintain an impeccable appearance.


UNIFORM ACKNOWLEDGEMENT FORM

DATE:

UNIFORM SEASON:

EMPLOYEE NAME:

STORE:

ITEM SIZE COLOUR MODEL/STYLE SIGNED AS RECEIVED

I, _________________________________________ accept that the uniform that I have been provided are the property of the store. I understand that If I leave the company during my probation period, I shall return that uniform dry cleaned within 3 days of leaving the company. If I fail to do so, I understand and accept that the company deduct the cost of the uniform and additionally the amount the company will need to pay any entitlement or payments owing to me at my time of termination.

EMPLOYEESIGNATURE: DATE:

WITNESS: DATE:

All staff must be well groomed at all times.

• Are to have light make-up and to wear lipstick at all times; this is to be appropriate colour.

• Hair should be combed and neat looking if being left down. If you are pulling your hair back and tie off with a plain black hair tie.

• Nails are to be well manicured and no loud colours are to be used as nail polish

• Inappropriate and/or non-store jewelry are not to be worn during working hours. Jewelry to be simple gold or silver only (preferably from in-store selection) no statement jewellery

• Footwear: All above to be worn with approved Black flats or Black sandals or with approved Black Heels.

• All uniforms are to be pressed and clean looking.

Uniforms are not be worn to and from work, your uniform is the property of Jane Ramsay.

2.3 Appearance



Staff may purchase clothing at 50% off full original Retail value, and they may purchase Homewares and Accessories at 20% off full original Retail value.With regard to SALE items it is either staff discount off original retail or the Sale price whichever is the lesser value.

PURCHASE PROTOCOL

Any staff member wanting to purchase any items must fill out a STAFF DISCOUNT APPLICATION Form and this form must be signed and authorized by both the store manager and Retail Operations Manager.

These forms are to be filled out by any staff member wishing to purchase goods with a Staff Discount. These forms should be completed and placed aside with the selected goods and may only be processed and taken home AFTER these forms have been signed and the payment transaction put through VEND. Staff purchases must be put through by a second person, and the name of who gave authorization put in the NOTES field of VEND.

2.4Staff Discount &

Allowances



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All Jane Ramsay employees are expected to sign a work-place agreement so the terms of their employment is perfectly clear.

Full-Time & Casual agreement must be signed and acknowledged prior to beginning training.

An Employee Leave Form must be filled out and submitted to your direct superior for: Annual Leave, Personal Leave, Compassionate Leave, Unpaid Leave, Maternity/Paternity Leave.

TIME FRAMES:Annual Leave, and Unpaid Leave - at least 1 month prior to any Annual Leave being taken.Personal Leave, Compassionate Leave – as soon as is reasonable to do so.Maternity/Paternity Leave – as soon as pregnancy is confirmed.

2.5Work Place Agreements



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03BUSINESS

STANDARDSCHAPTER THREE: BUSINESS STANDARDS

3.1 Report ing Standards3.2 Retai l ing Standards & Daily Duties3.3 Management Standards3.4 Recruitment Standards3.5 Training Standards3.6 Merchandising Standards3.7 Window Standards

Chapter Three: Business Standards

3.1 Reporting Standards

Report weekly to C.E.O. on store budgets and achieved sales, based on the following Weekly AGENDARetail Weekly Summary – Sales/Expenses (YTD & MTD)

• Retail Weekly Performance Analysis• Any Promotions or Factors from previous week that had a bearing on

trade• Staff• Forward planning – Sales, Marketing, Windows

RETAIL STORE MANAGER

WEEKLY• A Casual Hours Worked Form must be completed by Store Managers

and submitted to Head Office Accounts every MONDAY by 10am. As many managers will not be working on a Monday the form is to be completed as per Rostered Hours worked, and if Actual Hours worked vary to the Roster then the adjustment will be made in the following week.

• A Store Performance Summary Report Form must be completed by Store Managers and submitted to VP Retail every TUESDAY by 11am – CC [email protected]

• A Petty Cash Reconciliation Form must be completed by Store Managers and submitted to Head Office Accounts every week.

• Any store expenses that fall out-side Petty Cash are to be itemized on a separate EXPENSE CLAIM FORM, and must be submitted every Tuesday to VP Retail (CC Accounts)

DAILY• Summary of register closure sent to Accounts & VP Retail


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VP RETAIL WEEKLY PERFORMANCE ANALYSIS

SOUTH MELB ARMADALE SORRENTO TOTAL

TOTAL GROSS SALES

TOTAL TRANSACTIONS

AV VALUE $ PER TRANSACTIONS

AV UNITS PER TRANSACTIONS

AV MARGIN % PER TRANACTIONS

TOP ITEMS SOLD 1.

TOP ITEMS SOLD 2.

TOP ITEMS SOLD 3.

TOP ITEMS SOLD 4.

TOP ITEMS SOLD 5.

TOP ITEMS SOLD 6.

TOP ITEMS SOLD 7.

TOP ITEMS SOLD 8.

TOP ITEMS SOLD 9.

TOP ITEMS SOLD 10.

TOP SALES PERSON / $

TOP SALES PERSON / UNITS

TOP SALES PERSON / % MARGIN

JANE RAMSAY EXPECTS EACH EMPLOYEE TO:

• Participate and contribute to the growth of the business in achieving set sales targets and supporting the team and management.

• To be friendly and utmost respectful towards customers and peers.• Represent the company and the brand within the guidelines of Jane

Ramsay

JANE RAMSAY SELLING STANDARDS

Every customer who enters a Jane Ramsay store must be greeted. Greeting lines include:“Welcome to Jane Ramsay…Have you been here before?Great to see you back?Enjoy browsing.May I tell you a little about us?

Please do NOT ask “May I help you?” or “Are you ok there?” Invariably the answer is “No” or “Yes” and leaves you no where to go.

When a customer is in your store you MUST come out from behind the counter unless you are actively processing a sale.When a customer enters your store ALL other tasks are secondary.

3.2Retailing Standards &

Daily Duties



PUNCTUALITY

• All Sales Consultants should be dressed and on the floor 10 minutes prior to starting shift. This is expected for everyday worked.

• Turn computers on, turn on music and television (where permitted), count the float, and check that the store looks ready for customers.

• Cleaning should happen in the morning where there is no traffic. Ensuring store is clean and tidy for trading

FLOOR ETIQUETTE

• Under no circumstances are private telephone numbers to be given to third parties including clients and/or colleagues

• Sales consultants are not to gather around the POS area• Ensure you hide your food and drink on the floor

• Please ensure music is playing as a store without music can be very intimidating. If you turn volume down for any reason you must remember to turn it back to a comfortable level. Music is part of our in-store experience

PHONE ETIQUETTE

• Always introduce yourself i.e. “Good Morning/Afternoon/Evening (YOUR STORE e.g. Jane Ramsay South Melbourne), ------- speaking”

• Always go above and beyond. Never refer client to another store if you can handle their enquiry and call them back. Take their enquiry into your own hands and help them source an answer.

• If you don’t understand the name or something they have said, always politely ask them to clarify. It is better to ask again, than take down the wrong information.

• Whilst they are still on the line, ensure that they are not disturbed with any other conversation or noises that are happening in store.



DAILY DUTIES

• The daily cleaning is part of the Sales Consultants role which ensures that all areas including racks, drawers, window displays and backroom area kept immaculate and clean at all times.

• All mirrors, shelves, drawers, fitting rooms, windows including mannequins and POS areas are to be cleaned every morning

• The dairy/communications book should be read every morning by all staff as well as any new communication emails from H/O regarding any new promotions, price changes, weekly deals, events (in store or online)

PACKING UP AND END OF DAY

Things to remember to do every night before close.• Ensure that merchandising and windows are looking good and not

messy. This is our brand representation and for those looking in over-night, it must be immaculately presented. Ensure positioning is correct, mannequins are correctly dressed, and jewelry is well placed.

• Clean up the racks, insure hanging items are well spaced, folded tops are neat and folded correctly and accessories are neatly presented.

• Make sure the fitting rooms are clean and clear of merchandise• When door is LOCKED - Cash up and place banking in the till• Place all Eftpos machines back in their cradles for charging• Make sure that the kitchen and staff/backroom area are tidy and clean• Complete End of Day CLOSING Register1. Verify that figures match your Pre-settlement2. Please post any discrepancies to the closer3. Save a PDF of register closure4. Print a copy of register closure5. Then click on “Close Register” at the end. A message will confirm that

you are clsing the register.6. Clip together in the book the pre-settlement, all Merch copies of the

transactions, and the register closure for the day.7. Send to Retail Operations Manager with CC – [email protected]

the PDF of the register Closure and also state the EOD figures

NOTE: Register MUST be closed at end of EVERY day even if you have made ZERO sales.• Shut down computer, turn off television screens, turn off AC/Heating and

stereos, light, etc.• Turn on Alarm when leaving store/building



TRANSFERS

• Send through email of products that you are requesting to Retail Operations Manager. A transfer will happen if product is available.

• For any customer transfer request – Please ring customer and advise if the merchandise that they requested is in store for them

• Please also place a note in the diary to follow up status (When client is coming in, was a message left, put a hold tag on garment, etc.

CUSTOMER HOLDS

• A hold tag must be filled out with customers name, contact number and date

• No holds should be longer than 3 days• Holds area should be looked at daily for follow ups

POINT OF SALE

• Must be clear at all times• No personal items are to be kept at the POS area – including mobile

phones, water, personal keys or note books. Please store them in a drawer or somewhere that is not visible to customers

• All packaging must be refilled daily• Ensure that register rolls and Credit Card terminals always have full

paper rolls. If the rolls are running low (when it is printing pink stripes), please ensure that you have near by to refill when needed

• No stickers or post-it notes to be around the POS area• All bench areas must be clear of paper and product.

PETTY CASH

• Petty cash is allocated to each store to purchase small items needed for the store.

• Store amenities i.e. toilet paper, hand soap, dishwashing soap, stationary – please send email to Retail Operations Manager for he will do a bulk buy for all store including H/O.

• Petty cash is to be reconciled every Monday morning



PETTY CASH RECONCILIATION

STORE:

PERIOD:

ACCOUNT NAME ACCOUNT CODE AMOUNT

STAFF MEETINGS

STAFF AMENITIES

POSTAGE

DISPLAY & PROPS

MAGAZINES

TAXI

STATIONARY

DRY CLEANING

PARKING

STAFF TRAINING

MAINTENANCE & REPAIRS

WINDOW CLEANING

TOTAL EXPENSE $0.00

CASH ON HAND

NOTES QUANTITY AMOUNT

$50.00 $00.00

$20.00 $00.00

$10.00 $00.00

$5.00 $00.00

TOTAL NOTES $00.00

COINS QUANTITY AMOUNT

$2.00 $00.00

$1.00 $00.00

$0.50 $00.00

$0.20 $00.00

$0.10 $00.00

$0.05 $00.00

TOTAL COINS $00.00

Store Manager Date:

Head Office Date:

RECONCILIATION

Cash on Hand-Petty Cash Float $100.00

Less Expenses Total $0.00

Balance on Hand $100.00

Transfer from Cash Sales $0.00

Cash on Hand-Petty Cash Float $100.00

CUSTOMER CONTACTS

• Please ensure that all customer client cards are entered into VEND and all sales are linked to each customer

• Even is a customer isn’t buying at present time, as if they would like to be on our mailing list for any promotions or events

• All these details will help when you follow up with the customer or call when new stock arrives.

APPOINTMENTS

• Try and make an appointment with a client especially your VIP• Make sure you show them through the collection, giving them as much

information as possible, what the colour story is, and the shapes of the season, what’s new! Any new items such as a new leather jacket, let the customer know about.

• Personalize the sale by referring to past purchases made by the client. i.e. this would match perfectly with your navy trouser

• Once the client is trying on garment, don’t forget to show accessories, belts. Create the look or style them out.

• An appointment makes it easy because you can prepare whole outfits

PACKING THE GARMENT

• Make sure that the tag is on the garment• Make sure the garment is wrapped in the appropriate Jane Ramsay way• Use appropriate bag for the size of the purchase• Always use a ribbon• Remember we are providing 5 star service, this includes packaging• Thank the customer and say good day.

LAY-BUY POLICY

• NO Lay-Buys

DISCOUNTS

• No discounts other than our Loyalty Program (details will be provided)



RETURNS POLICY

The only circumstance where we REFUND is where an item is faulty. This must occur within a reasonable period of time and a receipt or proof of purchase MUST be provided. (See below for exact procedure.)

We do NOT refund on change of mind however will happily exchange on unworn, non-sale items within 7 days of purchase with all tags and receipts as a COURTESY. We do NOT issue credit notes in change of mind instances.

Any discounted or sale item is deemed to be a FINAL sale, therefore no exchange or refund will be issued unless goods are found to be faulty.

We need to consistently deliver this and stick to the same policy for all customers.

RETURNS ON FAULTY GOODS

Sometimes faulty goods can be a very grey area. We sometimes have customers claiming goods are faulty when in fact they have just not been cared for or worn appropriately. Generally you will be aware of any item we have had quality issues with. If a customer returns an item that is faulty and you know it to be faulty - please fill out a Returns Form. All details must be supplied.

If you are sure the item is faulty, and we have another item of the same size and colour in stock please first offer a replacement.

If the customer does not want a replacement then they have the right to a refund. REFUNDS may NOT be issued at store level. All customer details must be provided with either their credit card OR their bank BSB and Account number if they prefer a direct debit.

Please calmly explain to the Customer that the company policy is to send all faulty goods to head-office and we will respond to them ASAP - usually within 1-3 working days. Please be polite and helpful but offer NO opinion either way. You do not want to find your self in a difficult situation either then or later.



FURTHER INFORMATION: RETURNS, DISCOUNTS AND CUSTOMERS

When a customer wants to return an item for any reason other than the goods being faulty - this is considered to be “change of mind”. We are NOT legally obliged to give refunds.

• If a customers wants to return goods because of what was told to them by another staff member we do NOT take their word for it unless it is written in the staff communication book by the other staff member & authorized by Head Office. If it is NOT written in the book then we tell the customer we will have to check with the specific person on the details on get back to them.

• If a customer says another staff member offered them a discount of ANY value - once again unless this has been written in the staff communication book & authorized by Head Office we do not take their word for it we tell them we will have to check with the specific person and get back to them.

• If a customer asks for a discount when purchasing the answer is NO as a Retail Sales Associate you are not authorized.

• Occasionally there are customers who can’t be pacified or contained, particularly in instances when they feel wronged but the business is not in the wrong. In these instances the most important thing to do is to keep all communication in writing, handle the situation with professionalism. Advise that they may put their complaint in writing and address it to: Jane Ramsay, PO Box 5193, South Melbourne 3205 or [email protected]. Offer to give them your full name so they may “complain about you” if necessary. Rest assured unless you have shot someone we will always be on your side! Instead of being reactive, be proactive by looking after our existing customers so well that they can’t help but rave about you/us.

A note on legality. If a customers decides they do not want something for whatever reason apart from the goods being faulty it is considered a change of mind and according to the ACCC we do NOT have to even offer an exchange or refund. However please be aware of something called Section 55 - which refers to “Level of Expertise”. If it is reasonable to expect a sales assistant has an expert level of understanding of a product and the customer purchases the goods based on this only to find the information is NOT correct then they ARE entitle to a refund. Please avoid this issue by NOT recommending alterations other than basic hems.



Each staff member has a clear understanding of their role and the way in which they will be measured to determine suitability/success.Staff will receive 6 monthly performance reviews.Managers must seek to ensure staff are well informed and feel like valued parts of a larger picture.

3.3Management Standards



All recruits are measured against the Jane Ramsay cultural and people profile. We are a brand and all parts of the organization must reflect the brand.All recruits have a specific job requirement and position description so it is clearly understood by all parties the role that is being sought.

3.4Recruitment Standards



RETAIL POSITIONS AND WORK PLACE AGREEMENT

Position Personal Statement of Understanding – Retail Store Manager

As a Jane Ramsay store manager I am the frontline of the Jane Ramsay Brand to the customer. I am responsible for both achieving sales targets and for delivering the Jane Ramsay brand values to both our customers and all staff reporting to me. I understand it is my responsibility to work within the wages and expense budgets set for my store and deliver a profitable contribution to the Jane Ramsay business. Like my Retail Sales Associates my primary job is to make sales within the operational standards of Jane Ramsay. As well as the overall store budget, I am responsible for achieving my individual sales targets. When I am not selling I am responsible for keeping the store immaculate in terms of cleanliness and presentation. I must at all times be presenting a perception of engagement in my daily processes (ie not standing around behind the counter). It is my job to ensure that every person entering a Jane Ramsay store is greeted and engaged with, and that each person leaving is wished a good day. I work a 4 day week in store as detailed in my Position Description.

Days and Hours of Work

• Managers in the Jane Ramsay business work a 4 day week on a fixed Annual cycle.

• In any normal week a Manager will work Tuesday, Thursday, Friday, Saturday. Days off will be – Sunday, Monday, Wednesday

In the third week of each month a Manager will work Tuesday, Wednesday, Thursday, Friday. Days off will be – Saturday, Sunday, Monday.




Position Personal Statement of Understanding – Retail Sales Associate

As a Jane Ramsay Retail Sales Associate I am at the frontline of delivering the Jane Ramsay brand message and values to customers. My primary job is to make sales within the operational standards of Jane Ramsay. I am responsible for achieving my individual sales targets and ensuring the store in which I am working is meeting budget on the days I am working. When I am not selling I am responsible for keeping the store immaculate in terms of cleanliness and presentation. I must at all times be presenting a perception of engagement in my daily processes (ie not standing around behind the counter). It is my job to ensure that every person entering a Jane Ramsay store is greeted and engaged with, and that each person leaving is wished a good day. I can work anything from a 2 – 5 day week depending on the store in which I am employed. My work week always includes days when my Store Manager is off.

Days and Hours of Work

• Part-time Sales Associates in the Jane Ramsay business work a 2 or 3 day week on a fixed Annual cycle.

• In any normal week a Sales Associate will work Sunday, Monday, Wednesday when the Store Manager is NOT working

• In the third week of each month your days will change to Saturday, Sunday, Monday as a Manager days off change.

Position Personal Statement of Understanding – Casual Retail Sales Associate

As a Jane Ramsay Casual Retail Sales Associate I am at the frontline of delivering the Jane Ramsay brand message and values to customers, even though I only occasionally work within the JR business. My primary job is to make sales within the operational standards of Jane Ramsay. I am responsible for achieving my individual sales targets and ensuring the store in which I am working is meeting budget on the days I am working. When I am not selling I am responsible for keeping the store immaculate in terms of cleanliness and presentation. I must at all times be presenting a perception of engagement in my daily processes (ie not standing around behind the counter). It is my job to ensure that every person entering a Jane Ramsay store is greeted and engaged with, and that each person leaving is wished a good day. I work when and as I am needed within the Jane Ramsay business.


INDIVIDUAL EMPLOYMENT AGREEMENT

DATE:

NAME:

POSITION:

LOCATION:

The purpose of this agreement is to outl ine the general terms and condit ions of the employment relat ionship between Jane Industr ies Pty Ltd ( the “employer”) and you (“the employee”) .

Terms of New Employment

From the date of this document your f irst 3 months wil l be considered a tr ial period and over this t ime we wil l mutually determine your suitabi l i ty to the role for which you have been employed. Your formal Employment wil l commence on complet ion of your 3 month probat ionary period due . . . . . . . . . . . . . . . . . . . . . . . . . , and continue for a period of 12 months at which t ime the agreement wil l be reviewed.

Type of Employment

Employment is on a ful l-t ime basis. As a retai l posit ion our stores trade 7 days per week Monday – Sunday. The employee’s ordinary hours of work wil l be store trading hours which may vary from season to season. The number of days per week you are required to work wil l be outl ined in your Posit ion Descript ion OR as determined by the rostered requirement. The employee may be required occasionally to work outside trading t imes should the need arise.

Remuneration

a . The annual salary package wil l be . . . . . . . . . . gross + superannuation . . . . . . . . . .

b. Wages wil l be paid direct into your nominated bank account on a weekly basis.

c. The employer wil l contr ibute to a nominated Superannuation Scheme on behalf of the employee at the current rate of 9.5% of earnings.

Annual Leave

The employee wil l be ent i t led at the end of each year of cont inuous service to 4 weeks paid annual leave. The annual leave wil l be taken at a t ime suitable to the employee and employer. The employer may direct that the employee take annual leave i f the employer is closing for a specif ic period. Addit ionally i t is understood that the employee is taking a posit ion within the retai l sector and as such wil l be required to be avai lable over peak periods such as Christmas.

Personal Leave

The employee wil l be ent i t led to 10 days paid personal leave per year of cont inuous service, which includes sick leave and carer’s leave, plus 2 days per year of unpaid carer’s leave. Up to 5 days per year of accrued personal leave may be used as carer’s leave ( to care for an immediate family or household member who is s ick) . Addit ional personal leave may be approved at the discret ion of the employer.

E | [email protected] | W JANERAMSAY.COM | P.O BOX 5193 SOUTH MELBOURNE, VIC 3205

JANE INDUSTRIES PTY LTD | ABN 20 074 552 266

Bereavement/Compassionate Leave

The employee wil l be ent i t led to 2 days paid bereavement leave upon the death of an immediate family or household member. “ Immediate family” includes spouse ( including de-facto & former de-facto) , chi ld, parent, grandparent, s ibl ing, and sibl ing of spouse. The 2 days bereavement leave need not be consecutive.

Parental Leave

The employee wil l be ent i t led to 52 weeks unpaid parental leave.

Long Service Leave

The employer agrees to provide the employee with paid long service leave in accordance with the Long Service Leave Act , of 13 weeks for 15 years of cont inuous service and pro-rata ent i t lement i f the employee’s employment ends after 10 years of cont inuous service but before 15 years of cont inuous service.

Public Holidays

The employee wil l be ent i t led to publ ic hol idays without loss of pay, in accordance with publ ic hol idays as nominated by the Publ ic Hol idays Act 1993 (Vic) . However in accordance with the retai l sector the employee may be required to work Publ ic Hol idays. In these instances the employee wil l not be paid publ ic hol iday rates in addit ion to their salary but wil l be ent i t led to t ime off in l ieu.

Superannuation

The employer wil l make superannuation contr ibut ions on behalf of the employee in accordance with the Superannuation Guarantee Charge Act 1992 (Commonwealth) and the Superannuation Guarantee (Administrat ion) Act 1992 (Commonwealth) .

Termination of Employment

The company may terminate the employment of an employee by giv ing not ice in writ ing of terminat ion based on the period of cont inuous service as outl ined below or by making a payment in l ieu of not ice.

Employee’s period of cont inuous service with the employer Period Notice

Not more than a year 1 Week

More than a year but not more than 3 years 2 Weeks

More than 3 years but not more than 5 years 3 Weeks

More than 5 years 4 Weeks

If the employee is gui l ty of serious misconduct the employer wil l not be required to give the above periods of not ice of terminat ion.

The not ice required for the employee to resign is the same as that which is given by the employer.

The employee agrees that in the event of terminat ion of employment, the employer may deduct from the employee’s f inal pay any debt owing to the employer, whatever i t may be.

Confidential ity

The employee agrees that he/she wil l not divulge or use, e i ther for his/her benef i t or that of others, any conf idential information acquired during employment. Conf idential information refers to any information (writ ten or oral ) which is not publ icly avai lable. This obl igat ion extends beyond the terms of the employee’s employment with the employer.



The employee understands and acknowledges that the employee owes the employer a duty of f idel i ty and duty of conf idential i ty , with such dut ies having the meaning recognized by law from t ime to t ime. Accordingly, and without l imit ing the meaning of these dut ies, the employee agrees and undertakes that:

• The employee wil l not at anyt ime knowlngly disclose to any unauthorized person conf idential information of the employer which comes to his/her knowledge during the course of his/her employment

• Upon terminat ion of his/her employment, the employee wil l return al l intel lectual property of the employer which he/she has access to during the course of his/her employment, including al l documents, materials, processes and data whether in physical , electronic, computerized or any other forms; and

• For a period of 3 months after the date of terminat ion of his/her employment, the employee wil l not on his/her own behalf or on behalf of a business competitor, canvass, sol ic i t or otherwise endeavor to ent ice away from the employer any cl ient or staff member for the purpose of generat ing revenue or sales.

Acknowledgement

I , . . . . . . . . . . . . . . . . . . . . . . . . , Acknowledge that I have read and understood the condit ions of employment detai led above and accept employment on those terms.

Signed by

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Signature . . . . . . . . . . . . . . . . . . . . . . . .

Date . . . . . . . . . . . . . . . . . . . . . . . .

Signed for and on behalf ofJane Industries Pty Ltd

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Signature . . . . . . . . . . . . . . . . . . . . . . . .

Date . . . . . . . . . . . . . . . . . . . . . . . .



Each new team member will receive a 3 day induction.

Day 1. The team member will spend time with the VP Retail to go over all standards outlined herein. The team member will also be supplied with their starter uniform. It is expected that new recruits are fully versed in the JR Brand Story and cultural expectations before they begin working on the shop floor.

Day 2. The team member will work within the store that they were recruited for with the Store Manager. If the recruit is to be a store Manager then they will work with the VP Retail. Day to will focus on POS/VEND training and implementing JR Selling standards.

Day 3. As per Day 2.

3.5Training Standards



• All apparel to be hung facing forward in the store.• All hangers facing the same direction and must be hooked OVER the rack

NOT Under.• Sizing – Smallest to the Front of the store – Largest to the Rear of the

store• Only WHITE flowers to be used - unless directed otherwise.• White Phalaenopsis Orchids in white ceramic pots to be placed on

shelves.• Centre counter displays may use Cymbidium Orchids in White or Green

when in season.• There must be 4 of each item on the floor (one of each size) unless visual

requirements state differently• Stock is to be hanging evenly spaced• All stock on the floor must be steamed for creases – please check this

daily• Check that all the clothing is hanging correctly on the right hangers• No tags are to be showing• Make sure that all displays are neat and tidy• Make sure the mannequins are in perfect condition, insuring all zippers

are done up, clothing is steamed and window display is not messy• Make sure that no price tags are visible

3.6Merchandising

Standards



Windows are not to be changed without Head Office Approval.

3.7Window Standards



Chapter Four: Customer Service


04CUSTOMER

SERVICECHAPTER FOUR: CUSTOMER SERVICE

4.1 Introduction4.2 General Standards4.3 Model Of Service

4.1 Introduction

Working for Jane Ramsay involves daily commitment to the provision of an exceptionally ambitious standard of serviceThe brand image should invariably be freshly elegant, totally natural and in no way pretentious: Always expressed in a style and philosophy that is both professional and personal.

The guidelines provided in this document are the underlying principles of working in a store and are fundamental for all the staff employed in the Jane Ramsay boutiques. By following and respecting these guidelines, staff and customers alike strengthen their perception of Jane Ramsay quality and style as well as our uniqueness.



4.2 General Principles

GENERAL SERVICE QUALITY STANDARDS:

All staff must be:

• Polite and pleasant• Helpful and smiling• Always greet the customers, even if busy with other activities• Do not approach a customer if a colleague is already doing so• Listen to the clients carefully and understand their requests and take

steps to fulfill them effectively, ask questions for further information. Suggest choices which enhance the customers appearance

• Use images on our site that show different clothing combinations and the feel of the season

• You have to stay with your client from start to end. It is not okay to give up your customer to somebody else to finish the final transaction. It is your responsibility to explain to the client exactly what she is purchasing and give care instructions for the newly purchased garment(s)

• Learn the customer’s name, it makes them feel acknowledged and important

• You should stress the qualities, functions and care of garment(s), thus justifying the price. Never assume the customer knows anything about the garment that she is purchasing



• Make sure the customer is fully aware of the functionality of the item(s) they are purchasing (i.e. if they are buying a silk dress, inform them of the care and washing instructions. If you don’t know them, please check the care label on the garment.

• The customer that walks into a Jane Ramsay store should get 5 star customer service from start to finish.

• If you are working with more than one customer at a time, politely inform the customer “unfortunately we’re busy at the moment: please take a look at the collection in the store, I will be with you in ……mins.”

• If a partner of customer needs to sit, please offer somewhere for them to sit down and treat them with an equal measure of respect.

• Always behave with courtesy and helpfulness, even with an undecided customer or one who does not intend on making a purchase, do not force a sale, it is more work if a client is unhappy with their purchase

THE RELATIONSHIP WITH THE CUSTOMER

“The customer is sovereign” – We must always respect them, as they are the reason we come to work and how we create the ability to continue in business. In addition to this our store must also be a place of sociable exchanges that mutually enhances the staff and the customers day.

THE STORE

The store is a privileged place where we meet the customer. We want Jane Ramsay stores to always be clean, tidy and in excellent condition (in the event of non conformity everyone is required to act promptly).

STAFF APPEARANCE

Staff are the ambassadors of the Jane Ramsay Brand Image. The customer sees the store as the Jane Ramsay spirit and thus expects to find well-groomed staff with an impeccable and discreet look that mirrors the Brand Image.



4.3 Model Of Service

This Model of Service is made up of two parts.The first part outlines the general principles that a Jane Ramsay sales associate must respect. The second part reconstructs and analyses various hypothetical steps a customer makes inside a store. For each step, our model illustrates the customer expectations and corresponding staff actions in order to meet expectations (“our duties”).The Model of Service is a tool that you can consult at any time. It has been conceived and created based on the shopping patterns and habits of customers as well as personal experiences with customer service in store.



THE CUSTOMER’S STEPS - 1

The Customer looks at the Store Windows

HER EXPECTATIONS

1. See neat and perfectly lit displays2. Be able to read prices and easily understand to which items they refer to3. Suggestions and invitation to purchase4. Catch a glimpse of a neat and tidy store (where it is possible to see the

inside of the store from the window)

OUR DUTIES

1. All staff of the store (or whoever carries out this task) must:

• Check (on opening and closing the store) that all windows are tidy and take action where necessary (cleaning, change of items, etc.)

• Use decorative items provided by Visual Merchandiser (window subjects), so that windows are uniform and well looked after.

2. Prepare price labels for windows, updating prices whenever necessary, and check that they correspond to the displayed items.

3. All members of staff must take care of the way items are displayed inside the store; on closing the store; staff must make sure that all the items are properly displayed. Each member must know which items are displayed in the windows.

4. The visual merchandiser (or whoever carries out this task), together with the department manager or the store manager, must make sure that all items are displayed according to the guidelines provided by management, while taking into account the business and structural needs of the store. All members of staff must guarantee that these criteria are constantly respected and applied.




The Customer walks in the store, is welcomed and asks for information.

HER EXPECTATIONS

1. Find at least one sales associate near the entrance2. Do not feel assessed or judged according to her presumed purchasing

power3. Receive clear and simple information4. Be able to move easily inside the boutique

OUR DUTIES

1. Any sales associate that is standing near the store entrance must:

• Keep an eye on the entrance. We are also the front line of product security.

• ALWAYS greet the customer (even if you are busy doing other activities or with other customers)

• Avoid the creation of “small groups” of colleagues (either at the entrance or in other parts of the store).

2. Look at the customer in the eye, avoid staring at any personal details (i.e. physical appearance, clothes, accessories, etc.)

• Smile and be friendly right from the beginning.

3. Listen to the customer with attention so that you can answer her requests as precisely as possible.

4. Offer to put her personal belongings securely away (shopping bags, umbrellas, etc.)

By showing to be available and kind, the sales associate puts the customer at ease. This is particularly important for first-time buyers: our boutiques are stores of Luxury that may make someone feel overwhelmed and shy.





The Customer Walks Towards a Product and Chooses an Item

HER EXPECTATIONS

1. Move freely within the store, whilst receiving attention2. Not feel the sales associates pressing hope to sell

OUR DUTIES

1. The sales associate must:

• ALWAYS greet the customer (even if you are busy doing other activities or with other customers)

• Use kind expressions to show you are available and offer to help (if you are not busy with other customers)

• If you are busy with other customers, make sure the customer understands that you are aware that she has arrived and that you will be at her disposal as soon as possible.

2. Avoid approaching a customer if another associate is doing so:

• Avoid serving more than one customer at the same time, if other assistants are free

• Carefully listen to the customer’s requests and understand her needs• Offer solutions that meet her needs, regardless of the value of items• Always be available and be kind even if the customer is undecided or not

willing to buy



The Customer is Assisted in Her Research

HER EXPECTATIONS:

1. Enjoy exclusive assistance (whenever possible, depending on the number of customers inside the boutique).

2. Focus exclusively on our collections without having to worry about her personal belongings.

3. Be given suggestions and advice on the purchase4. Not to find dirty or ruined product. If product is shop soiled please advise

the customer that a brand new one will be at their disposal for purchase.5. Be given information on the technical and quality features of the product.

OUR DUTIES

1. The sales associate must:• Give maximum attention to the customer they are serving• In case of peak shopping time, be able to deal with more customers at the

same time• Explain to customers the reason why the need to wait (all sales associates

may be busy or some items may have to be retrieved from the stock room)

2. Warn customers of the risk of leaving their personal belongings unattended inside the store: it is a sign of utmost care and attention:• Close fitting room curtains properly whenever you must move away and in

this case, ensure the customer’s valuables are secure.

3. Offer to customers, products that meet their needs (also by taking into account previous purchases made by the customer):• Invite customers to try on the clothes, offering the accessories that

complete the look (shoes, belts, jewelry, etc.)• Show the look book with the different combinations suggested by the

different styling

4. Make sure the items are neither dirty or ruined:

• When opening the store for displayed garments• During stock replenishment• Before and after the customer’s fit• Should the customer be interested in purchasing an item that is not in

perfect condition, the sales associate must find a solution for the sale together with her manager.

5. Adequately answer the customer’s questions on the product, enhancing its qualities and unique features.





The Customer Tries the Item

Her Expectations1. Be able to use fitting rooms that are clean, tidy and have all the necessary equipment2. Be followed by a sales associate who is present but at the same time discrete and not overly pushy or intrusive.3. Be able to try on, if necessary, an item that is displayed in the window or on a mannequin.

OUR DUTIES

1. The sales associate must:

• Check that all fitting rooms are clean, tidy and have all the necessary equipment; this needs to be done on opening the store.

• Be aware of exactly what items the customer is taking into the change room. If a customer has more than 4-6 items – keep the balance outside the change room for control and security and pass them in as she finishes with earlier items. Not only does this help with security it is also good customer service and helps protect our garments for becoming shop soiled. It also provides more opportunity to interact with a customer to influence a sale.

• Free and tidy up the fitting rooms after the customer has tried the items on.

• Enter the fitting room before the customer to make sure everything is tidy and ready for it to be comfortable.

• Should any of the equipment in the fitting rooms be out of place; the sales associate must rectify or if other than a cleaning issue immediately inform her manager.

2. Accompany the customer to the fitting room, knocking on the wall before opening curtain to make sure it is vacant:

• Always inform the customer that you are leaving the fitting room area to get other items.

3. Be ready to remove an item from a mannequin or a window without making the customer feel guilty: if an item that meets the customer’s needs can only be found on a mannequin or in a window, offer it to the customer.



The Customer Shown To The Counter By The Sales Assistant

HER EXPECTATIONS

1. Feel to have enjoyed a customized service2. Be shown to the counter3. Have neat and pretty packaging

OUR DUTIES

1. The sales associate starts providing a customized service by asking the customer if she is registered in our database. If it is a new customer, the sales associate shall ask her to fill in the CRM form.

• CRM – Customer Relationship Management – Is an approach to managing a company’s interaction with current and future customers.

2. When the customer has chosen her items, the sales associate shall accompany her to the counter to process the sale. It is our preferred conduct that you stay with a customer from start to finish, however occasionally in peak times it may be necessary to “entrust” her to another sales associate if one is already there or if you are attending multiple customers. In these instances please note the following:

• Explain clearly with respect to the customer why you are leaving them at this point. Ask their permission to do so. A gentle touch in addition to a genuine ‘Thank-you’, and leave them with a genuine compliment about their purchase. She MUST be left feeling Valued and Approved of by you.

• The sale should be credited to the person who has assisted the customer, not the person who processes the sale (if possible).

• Where trade is busy and 2 people are working with only one, acting as the “cashier” then sales should be either alternately attributed to each sales associate OR attributed to only one but with a NOTE added to each transaction at end of day as to the arrangement.

• A further note re sales associate credits: This is NOT to create competition but rather to gain a perspective of contributions of all staff over a long-term basis.

3. The person who is in charge of the packaging must:

• Make sure that all items have been carefully folded, covered with two pieces of tissue paper and placed in a size appropriate bag or their specific package.

• If requested, gift-wrap the items.• Close the shopping bag by tying a bow with the “Jane Ramsay” ribbon on

one side of the handles.






The Customer Pays and The Cashier Farewells

Her Expectations

1. Be able to pay rapidly and easily2. Feel at ease while paying3. Discretion on the part of the cashier when she is typing the personal

identification information4. Feel important after having made the payment

OUR DUTIES

1. The sales associate (cashier) must:• Know all payment methods (i.e. debit, credit, Loyalty $, etc.) and how the

VEND system works.• Be aware of any changes to the POS procedures (briefing from the

manager).• Check the authenticity of bank notes at every payment.• Minimise difficulties, in the case of problems with payment authorizations• Should there be a large number of customers at the POS area, show

some attention to waiting customers so that they do not feel neglected.2. Register the data of new customers and check (and update if necessary)

those of customers that are already registered in the database. These are fundamental data for the CRM and to guarantee customer loyalty and retention (offer of customized services):

• If a customer does not wish to be on a data-base please explain this is quite alright and you understand, however you require a first & last name and a postcode only for your POS system to track and verify their purchases for both credit card fraud issues and potential returns, exchanges, or faulty goods.

• If a customer does not want to receive emails ask for their mobile number so you can personally SMS them to let them know of exclusive Loyalty member discounts or offers.

3. Know all payment methods (i.e. debit, credit, Loyalty $, etc.) and how the VEND system works.

4. Place the receipt in the envelope and hand it to the customer:• Kindly thank and farewell customer




The Customer Uses The Services Offered By The Store

HER EXPECTATIONS1. Be able to exchange an item or receives a voucher/credit note of the same

value of the item (always upon presentation of the receipt).2. Be offered advice on tailoring services. Please be very careful with any

well meaning ‘advice’ on what can and cannot be done with alterations. Although sales associates are not expert the customer may construe you to be and this can cause real issues. If we have a tailor in the area of your store that we have come to know and trust you may pass their details on to customers – always with an added “I am not an expert you would need to discuss this with a tailor. If in doubt I can hold the item for 24 hours and you may bring someone in to advise”. Otherwise please refrain from issuing advice in this regard.

3. In exceptional cases, be able to purchase via telephone sale (for VIP customers only, except in certain cases. Please see your manager)

4. Receive information and take part in special events.

OUR DUTIES

1. The sales assistant must:

• Check that receipt and returned item/s match and make sure that the latter is in good condition and not worn, otherwise the manager must be informed.

• Offer alternative items to replace the returned product. • If the customer cannot find an alternative, offer her a voucher/credit

explaining which conditions apply (in line with company policy and procedures). Change-of-mind (which is essentially ANY reason for a return other than faulty goods) is offered as a courtesy only and by Australian Consumer Law we are not required to even exchange. Any credit notes on exchange are at the Managers discretion and have a finite time-period of use – One Month.

• If the item has some defects, inform the customer of the steps that will be followed to repair item/replace (depending on circumstance)

2. Advise customers of places that may be able to help them with any alterations or repairs. Do not specify a place or state that they are the best. Let the customer choose for herself. You do not want to be liable if your suggestion was not suitable. Please see above note on this.

3. A purchase of product can be made over the phone during store operating hours. Please advise your manager when selling a phone order. Same policies and procedures apply. To do a phone sale the customer MUST be well known to us, and ALL details such as Name, Address, Mobile Phone Number, and Email must all be provided, and the CCV number from the credit card must be noted even if our EFTPOS terminal does not ask for it.

4. Customer loyalty and retention (i.e. ensure customers are notified for special events).




The Customer Complaints

HER EXPECTATIONS1. Be listened to with attention when she is complaining about inadequate

products or services.2. She may also expect something that is either NOT possible or legally

required.

OUR DUTIES

3. Whoever receives the complaint must:

• Listen carefully to the customer to understand her reasons• Try to solve the problem in the best way possible without forgetting to

thank the customer for the remark• Always inform the manager or where necessary Head of Retail

Operations.

All members of staff must deal with complaints with the utmost discretion. When a customer is upset the best way to contain the situation and deal with it swiftly is to promise nothing and explain that you as a sales associate have no authority in the matter and that you will ensure it is brought to the attention of the Head of Retail or your Manager to be resolved ASAP in-line with company policy. Please refer Jane Ramsay Policy and Procedures for exact process.

JR Business Plan FA

Documents

Transcript of JR Business Plan FA