Team Leader Duties and Store Procedures

Vocabulary flashcards detailing the responsibilities of a Team Leader, warranty and return guidelines, faulty product policies, and store procedures during missing money or Wi-Fi outages.

Duties and Responsibilities of a TL

Educate staff, handle safe and branch banking, and make sure staff working is up to standard.

Procedure for Missing Money

Let management know immediately and investigate.

Buy in Honor

Honouring the price quoted yesterday when a customer booked an item in for a test yesterday but there is a price change today.

Store Warranty Length

5 Years.

Return Policy (Within 2 Days)

Refund full amount to voucher only.

Goodwill Extended 48hr Refund

An option given if an item is brought back after 2 days, providing a refund to voucher only.

Cashback Refund Request

Must consult with manager first.

Faulty Item Policy (Less than 30 Days)

Offer replacement, repair, or full refund to original payment method by customer choice, and put the original order number on the replacement receipt.

Faulty Item Policy (More than 30 Days but Less than 6 Months)

Repair or replace first; if still faulty or cannot repair or replace, give a full refund to original payment method, and put original order number on the replacement receipt.

Faulty Item Policy (More than 6 Months)

Repair or replace first; if still faulty or cannot repair or replace, give current value refund to original payment method, and put original order number on the replacement receipt.

Store Wi-Fi Outage: IT and Management Procedure

Contact IT to let them know the issue and give a phone number for contact, and let management know.

Store Wi-Fi Outage: Manual Tills Transaction

Process transactions manually and record everything down while Wi-Fi is down.

Drop n Go

The service booked to help customers sell an item when the store Wi-Fi is down.

Task Delegation

Give most competent person on that task

Under staff and busy

Let customer know we are short staff and delegate each staff properly and or call for support and cover

What if staff under perform or constantly making mistake

Correct them immediately and remind and re-educate them

How to manage probation

Follow the CRQ in portal month by month

What if there is a sales drop for certain items

Re-merching item, check if grading is correct, check with other stores to see if they also face the same issues

Too many overstock

Find a place to store them or request for overstock transfer