London Drugs Orientation Exam Flashcards

Comprehensive vocabulary flashcards covering London Drugs company policies, P.A. codes, terminal procedures, and customer service protocols from the orientation exam notes.

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

Minimum age for tobacco purchase (BC)

$$19$$

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

CODE RED

Medical emergency

Till line policy

Call for more cashiers if there are more than $3$ people in your line at a till

Spillage procedures

Do not leave unattended, barricade the area, get assistance to clean up asap, contact Health and Safety Committee if hazardous, clear shattered materials, place 'Caution Wet Floor' sign, and remove sign once dry

Fire procedures

Remain calm, remove person(s) in immediate peril, notify management asap (do not shout fire), remain in department until instructed, and use nearest fire extinguisher if possible/necessary

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 activities and ensuring they are available to listen to staff issues

Personal information agreement

Under no circumstance should any employee give inquiring parties personal information about other employees; all inquires are referred to management or Human Resources

Financial information agreement

All London Drugs financial information is strictly confidential and only released to those authorised in Head Office

Employee discount eligibility

Upon receipt of a discount card

Probationary period

$3$ months ($90$ days)

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

DISA

Direct In store Access number

Service Specialist

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, invoices, scanning problem sheets, and rainchecks

Checker aid

Step by step procedures of terminal procedures (e.g., barcodes for Purchase Protection Plan) and department numbers

Security tape

Used primarily by the tech department for items too large to fit in a bag

Terminal Float

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

Staff purchase form

Form completed by Customer Service and attached to personal purchases stored in a designated locked area

PPP

Purchase Protection Plan

PPP Coverage duration

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

PPP Activation window

$30$ days, either on-line or by phone

Raincheck

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

Raincheck Validity

$2$ weeks

Scanning Problems sheet

Filled out when there is a discrepancy between the scanning price and the label price

SPC

Store Pricing Coordinator

Price protection guarantee

London Drugs guarantees pricing for $30$ days and will price match any Canadian retailer

Return tags

Used to identify defective electrical/battery operated products

London Drugs Refund Policy

We Guarantee what we sell

LDextras

Point-based system offering rewards, exclusive savings, and events based on personal interests

LDextras Fan status

Free qualification; earns $10$ points per $1$ spent; maximum of $20,000$ points

LDextras Fave status

Requires spending $1,000$ a year; earns $15$ points per $1$ spent; maximum of $50,000$ points

LD birthday reward

$5$ for both Fan and Fave members

Non-member return window

$15$ days

Member return window

$30$ days

Manufacturing coupon criteria

Canadian Mailing Address, Expiry Date, Correct Product

Internet coupon limit

Acceptable up to $3$; higher amounts require management decision

Internet coupon limit for DVDs/Blu-Ray

$$10$$

Coupon stacking

Using more than $1$ coupon for the same product as long as they are from different sources

Sales invoice

Used for photo/electronics items $75$ or greater

London Drugs item number length

$7$ digits

MSR

Magnetic strip reader; used for gift cards

PLU

Price Look up ($4/5$ digits)

Department number length

$3$ digits

UPC

Universal Product code ($10$ digits)

Accepted credit cards

Mastercard, Visa, American Express

Debit card tap limit

$$100$$

Code 10

Used to alert credit card company if the card or transaction is suspicious

Accepted government/rebate cheques

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

Identification for cheques

Primary: Government issued photo ID; Secondary: major credit card

LD Gift card limits

Can be issued for $5$ to $5,000$

Voiding couponed items

Void coupon first, and then item