Teaching Skills for the Retail Setting: The Way Cindy Martens-Pitts Project SEARCH Instructor Monroe...
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Transcript of Teaching Skills for the Retail Setting: The Way Cindy Martens-Pitts Project SEARCH Instructor Monroe...
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: [email protected] [email protected]
Continuous effort - not strength or intelligence is the key to unlocking our potential.
- Winston Churchill