LD orientation

London Drugs mission statement

To provide a superior shopping experience everyday

London Drugs core essence

Above and beyond the expected

25 foot rule

All questions referring to a product that lies within 25 feet of the Pharmacy department must be referred to a pharmacist

What age must a customer be in BC to purchase tobacco?

19

P.A. call number 29

Change in the tills

P.A. call number 33

Loss prevention officer

P.A. call number 44

Assistance for Loss prevention officer

P.A. call number 66

Assistance at a till

P.A. call CODE RED

Medical emergency

If there are more than 3 people in your line at a till

Call for more cashiers

Steps to follow when a spillage occurs

Do not leave unattended / Barricade the area around the spill / Get assistance to clean up spill asap / If hazardous material contact a member of Health and Safety Committee / Ensure all shattered materials are cleared / Obtain Caution Wet Floor sign and place over area / Once area has dried remove sign

Steps to follow when a fire occurs

Remain calm to install confidence in others / Remove any persons in immediate peril / Notify management asap from nearest phone - they will contact fire dept / Do not shout fire / Remain in department until further instructions from management / If possible use nearest fire extinguisher to fight the fire

Back door policy

All employees of a unit are to enter and leave by the authorised entrances and exits - i.e. the front of the store

Action committee

Responsible for educating all store employees regarding the activities of the Action Committee and ensuring they make themselves available to listen to all staff issues

LD employee Personal information agreement

Under no circumstance should any employee give an inquiring party personal information about other employees. All inquiries are referred to management or Human Resources

LD Financial information agreement

All London Drugs financial information is considered strictly confidential. Under no circumstance is any financial information released to anyone other than those authorised in Head Office

When is a new employee eligible for discount?

Upon receipt of a discount card

How long is the probationary period?

3 months (90 days)

What are Bravo cards?

Used to acknowledge performance acts or behaviour that have a positive impact on LD customers employees processes or the company as a whole

What does DISA stand for?

Direct In Store Access number

Customer Service

Member of Management or Service Specialist who provide assistance to customers and employees

Terminal

Another term for cash register or Point of Sale System

Cash Depository Box

Used at all terminals for storing cheques US cash $50 and $100 bills along with excess change

Blue cloth bag

Used to store all finished paperwork coupons void receipts and invoices

Checker aid

Step by step procedures of terminal procedures - i.e. barcodes for Purchase Protection Plan

Security tape

Primarily used by the tech department for items too large to fit in a bag. If a customer is seen walking up to the front of the store with no security tape offer customer service then contact loss prevention and management

Float

At start of each day terminal cash drawers have a float of $150

Staff purchase form

All personal purchases must be stored in designated locked area of store. Customer Service will complete form and attach to purchases before stored in locked area. If something to eat or read is purchased on break ensure receipt is attached

What does PPP stand for?

Purchase Protection Plan

Purchase Protection Plan

Offered to customers who purchase an electrical appliance or product from Retail Technical departments

How long does PPP cover?

2 years beyond the manufacturer warranty to a max of 5 years in total

How long does the customer have to activate PPP?

30 days either on-line or by phone

How to carry out a PPP on a terminal

Reminder pops up on terminal after scanning - ask customer if they would like to purchase a PPP / Scan the suitable barcode in the checker aid depending on price of product / Complete the transaction / Circle the data line of information on the receipt / Place the receipt in the brochure and hand to customer

Raincheck

Allows a customer to purchase an out of stock item at the sale price after the sale has ended

Who authorises the issuing of a raincheck?

Customer Service or Management

Where do rainchecks go?

Blue cloth bag

How long are rainchecks valid for?

2 weeks

Scanning problems

The Scanning Problems sheet is to be filled out when there is a discrepancy between the scanning price and the label price

Where does scanning problem sheet go?

Blue cloth bag

What does SPC stand for?

Store Pricing Coordinator

If a customer mentions scanner price accuracy code…

Call customer service

Price protection

LD guarantees pricing for 30 days and will price match any Canadian retailer. Confirm with Customer Service or management

Who handles Return Tags?

Customer Service or Management

Return tags

Used to identify defective electrical/battery operated products

If a customer requests to return or exchange an item…

Call customer service

London Drugs Refund Policy

We Guarantee what we sell

LDextras - London Drugs Reward Program

Point-based system which rewards customers and employees. Based on personal interests and offers exclusive savings and events

When a customer/employee collects 250 points…

They get a 20% off PPP coupon

What are the two tiers of LDextras?

LDextras Fan and LDextras Fave

How to qualify for LDextras Fan

Anyone - it's Free

How many points per $1 spent in store or online for Fan

10 points

What's the max number of points a Fan can collect?

20000 points

How to qualify for LDextras Fave

Spend $1000 a year

How many points per $1 spent for Faves

15 points

What is the max number of points that a Fave can collect

50000 points

What do both Fan and Fave members get

$5 birthday reward

How long do coupons take to show up after activation

Couple of hours

How long does a non-member get to return?

15 days

How long does a member get to return?

30 days

Three criteria when accepting manufacturing coupons

Canadian Mailing Address / Expiry Date / Correct Product

At a POS terminal manufacturer coupons must be…

Manually entered

LD will accept Internet coupons up to…

$3 - any higher than that is a management decision

Internet coupons for DVDs and Blue-Ray discs accepted for up to…

$10

Coupon stacking

More than 1 coupon may be used for the same product so long as the coupons are from different sources

Coupons can't exceed…

The price of the product

If you forget to redeem a coupon…

Call customer service

Before scanning a LD coupon barcode…

Scan the product

Sales invoice

Primarily used for photo/electronics for an item which is $75 or greater

London Drugs gift tag

Only issued when requested by customer when purchasing Computers/AVS and Photo/Electronic departments with LDIS invoicing system

How to print a gift receipt on POS terminal

Press MISC (Miscellaneous) transactions

When must a gift receipt be printed

Immediately after the transaction sale

How long is an LD item number

7 digits

What does MSR stand for

Magnetic strip reader - used for gift cards

What does PLU stand for

Price Look Up

How long are department numbers

3 digits

How long is a PLU

4/5 digits

Where are department numbers stored

Checker aid

What does UPC stand for

Universal Product Code

How long is a UPC

10 digits

When typing UPCs into a POS terminal…

Leave out the last digit unless it is a European product code

When typing an E version UPC (6 digits) on a POS terminal…

Use shift 8 to get a * before typing

6 methods of payment

Cash / Credit card / Debit card / US cash / Gift cards / Cheques

3 types of credit cards accepted

Mastercard / Visa / American Express

Max price of transaction that a customer can tap their debit card

$100

When processing a tap of chip/pin transaction from a credit card on the receipt…

Circle verified by pin or no signature transaction

Code 10

Used by management or customer service to alert credit card company if the card/transaction is suspicious

For every cheque…

Customer service or management must be called

Six accepted cheques

Government pension / Child tax credit / GST Rebate / LD Refund cheque / Canadian Travelers cheque / US travellers cheque

When processing cheques customer will be asked to provide two pieces of identification…

Primary - Government issued photo id / Secondary - major credit card

LD also accepts cheques for…

Baby formula

LD gift cards may be issued for…

$5 - $5000

When loading or reloading a gift card the employee must…

Circle the trace number on the receipt

Store credit may be used to purchase any product from LD with the exception of…

Insurance services

When exiting the store…

Use safety reflective vest

How to do a rain check on POS terminal

Raincheck is for the customer to purchase an out of stock item for the sale price after the sale has ended / Complete raincheck form - remember to put employee number and initials next to circled number / Tap item change/edit button / Change original price to sale price

How to complete an invoice on a POS terminal

Must be at the start of a transaction for any items over $75 from the tech dept / Receive Invoice form and fill in / Put in printer and push lower button once / Complete transaction / Rip out green invoice sheet and hand to customer / Place white invoice sheet in blue cloth bag

REMEMBER FOR POS SALES

No employee discount on sale items / Hand brochure and receipt with circled data information line to customers after selling a PPP / Read instructions carefully when scanning coupons

When voiding a couponed item

Void coupon first and then item

When voiding an item with PST tax i.e. pens

Press void and then no pst tax and then scan item