Key Test

What is your role and responsibility when acting as the MOD (Manager on Duty)?

• Ensure associates engage with customers using the 5 selling strategies

• Plan out tasks

• Run recovery routines

• make sure customers are helped throughout the sales floor: at the front of the store, fitting rooms, and cashwrap

As the Manger on Duty, when can you leave the sales floor and what must take place when this occurs?

The only time that you can leave the sales floor is for the following reasons

• To accept and check in shipment

• to use the restroom

• To drop an interim deposit

• To retrieve change from the safe

• Take a scheduled break

When the manger on duty leave the floor for any of the reasons above be sure to inform the team and make every effort to return to the floor as quickly as possible

What is out Selling Strategy?

The 5 selling strategies should be used in all sections of the sales floor to offer customers a great and consistent experience:

• Great with a promo and a smile

• Help them find what they are looking for

• Recommend additional items

• Follow up in the fitting room

• Say thank you and invite them back

What are the 5 core values of Catalyst?

• Stronger together

• Brand driven

• Consumer obsessed

• Forward focus

• Everyone belongs

who must be present when the back door is open?

A keyed manager/supervisor

What ar the only reasons the backdoor should be used?

Shipment and trash

How old do you have to be to take out the trash?

Employee’s must be 18 years old

What color trash bags should your store be using

Clear

Who is authorized to have keys to the store?

Store manager, assistant manager, and keyed supervisors

Who can you give your keys to?

Only another key-holding manger/supervisor or your DSM

True or Fales: Your store keys must be on your person at all time when you are working

True: Your keys must be always attached to your person. Should never be left in your bag locker or at the desk

When is ir okay to leave the store unattended with no key holder present?

Never. A manager can only leave the store unattended if there is another key holding manger present in the store or if it is completely locked up for the night. Store should never be left unattended. Sales associates and customer cannot be left alone in the store

Who can you share you POS login information with?

No one. Your management loging information carries the same importance as your keys. Your login should never be shared with anyone and violating policy will result in termination

Explain the policy regarding the safe

• The safe must always remain locked

• The code should never be repeated, written down or posted for anyone to see

• An associated should not be near or stand over the manage while they are opening the safe

• The safe must never be left on “daylock” you must fully scramble the combination every time you close the safe

• If at anytime you feel the safe combination has been compromised you must report it to you SM and DSM and put in a work order to have the combination changed

what is the policy on securing the safe, front door/gate and back door?

The front door/gate, backdoor and safe should be check and locked upon entering and exiting the store. The front door/gate is only unlocked and open during open business hours

Who should be notified if any of thee above is found unlocked?

The DSM should be notified immediately

Where is the only place employees are allowed to enter and exit the store

Through the front door/gate

Who is allowed to modify your time if you forget to clock in or out?

Only other members of management are allowed to adjust your time. You are not allowed to change your punches. Payroll closes at 11:00 am EST every Monday. If you end up in a rare situation where you close on Sunday and open on Monday and need your punch fixed ebfore 11 am you may fix your own punch but then you must immediately email your DSM and SM and notify them of exactly what you modified.

Describe the bank deposit policy

All stores must follow their posted Banking Schedule and deposits myst be made by 6pm. Clip money store must drop deposits daily. The Cash Control log must be completed and initialed daily.

Describe the process and policies regarding preparing the nightly deposit and reconciling paperwork

Once the last customer is out and the door/gate is locked, you may begin counting the register and creating the deposit. First you must counted the safe. If the safe is over or short, you must subtract or ass to the deposit so the safe remains at its expected amount. Then count each register. You must take out the excess amount as the deposit and leave your register at the expected float. Once all of the money in the deposit is taken out, an associate must double count the deposit amount. The manage rmust still be present while the associate is counting. If a manger is closing only the manager will sign the deposit slip. Once all the money is counted and correct you mat fill out the bag and deposit slip and seal the bag. The deposit must immediately go into the safe.

Fill out the cash control log accurately with the correct bag number, total, and variance. Fill out the over/short log. If the variance is more or less than 10, the over/short log must be tallied with everyone that worked that day. Process the media by placing a check mare on the Daily stats report next to the 7 required item to be checked. Sign and date the Daily statistics report if everything is correct. If a piece of media is missing it must be found, the transaction information must be recored on the Daily Stats report and emailed to the DSM and RLPM.

• If you are a focus store:The focus store binder myst be filled out completely and high-risk transactions must be recorded every night

Describe the shipment receiving process

When the door bell rings, check the peep hole and make sure it is in fact your delivery person. The drive should scan the door and then bring all the boxes inside the stockroom. The key holder must check the scanner to make sure it’s at zero before the driver begins scanning. Once the driver is done scanning, the key holder must manually count the boxes and make sure their number matches the number on the scanner. Email inventory control is you are missing boxes or merchandise from a damaged box. if you receive extra boxes cut the label off the box and save to scan with new shipment

What is the correct procedure if a customer or employee is injured in the store?

If a customer or employee is injured in teh store, first assess the situation. If you need an ambulance, call 911 immediately, if they want to be picked up call and emergency contact so they are comfortable and okay. Collect as much information as you can from the person and about the injury. When a customer has an accident in the store you must complete an incident report in the Loop>LP & Safety Center. To report employee injuries call the Nurseline

What forms of ID must be provided before an employee can being working?

2 forms of ID (Drivers license, state ID, Social security, passport

Who is required to have working papers?

All employees under the age of 18 must have working papers on file before they begin working their first shift

What is the company’s fraternization policy?

Employees must demonstrate good judgement in their relationships with coworkers and supervisors and must ensure that those relationships do not negatively impact present of future job performance. A manager engaging in social situations with associates outside of work is strongly frowned upon. All employees are prohibited from supervising, reviewing or having any influences on or involvement in job evaluations, pay or benefits of a relative or individual whom they have a close personal relationship

Explain harrassment in your own words and what is the company’s harassment policy

Catalyst Brands has a zero-tolerance policy regarding harassment, which can be defined as verbal, visual, or physical; that insults or offends a person or group. Sexual harassment-vulgar comments or jokes communicating suggestice pictures or text messages, making unwanted physical contact is not tolerated under any circumstances. The Company will not tolerate harassment of any kind. This policy applies to harassment committed by a coworker, supervisor, executive, customer, vendor or any other person with who an employee comes in contact while doing their job. Any individual who experiences or is aware of conduct that may violate the policy should promptly report the conduct using the Internal Complaint Procedure or notify your DM or HR

Where must employee bag and coat checks take place?

After associates shift is ocer or if it’s time for a scheduled break, at the cashwrap while the associate is still clocked in. They mat clock out when the coat and bag check is complete. Mangers must also check employee purchases and compare the amount of items physically in the bag to the number on the receipt

What is the best way to prevent shopliftin?

Provide great customer service by using the 5 steps of our selling strategy. Use recovery statements to deter theft in the store and offer great customer service. You can suggest holding an item at the register or starting a fitting room. Recovery statements can also be suggested an item to go with their selection of remining the customer of the promotion. We never outwardly accuse a customer of stealing. At no time is any employee permitted to pusue a suspected shoplifter or physically attempt to recover stole merchandise

When do you contact mall security or the police

Only when feeling threatened

What should be contacted in case/loss of $500 or more?

Your TAPM (and the district sales manager)

When can employees use coupons?

Never. Customer cash card promotions and coupons never apply to employees

What is the employee discount policy

Employees are able to get an additional 30% off on all promotions and merchandise in the store. All employees ar4e also entitled to 50% 2 tops, 2 bottoms, and 2 accessories once a mont to keep their dress code in the current season. Outwear is excluded from the monthly 50% off discount. Dresses are equal to one top and one botton.

Describe the dress code policy

Refer to the dress code policy in the Loop

What is the return policy?

All unworn, unwashed items can be returned to any Aeropostale store within 60 days of the purchase with the orignal receipt. The customer will be refunded the full amount in the method they paid. If there is not a receipt represent the customer may do an even exchange it for something else in the store for the current value of the item

What is the gift card policy?

Gift cards can be purchased in any amount between $5-500. Gift cards must not be sold at a discount and are excluded form all coupons

What is the best way to handle a customer who is upset?

Every customer is different and may need to be handled differently. The most important thing is for the manager to remain calm, diffuse the situation, and get the customer to leave a little happier. Solve the problem to the best of your ability without giving free merchandise or money

What should you do if someone calls the store asking for confidential information about the store or employees?

Never give confidential store sales information or personal information about employees such as full names, schedules or contact information. If the caller identifies themselves as a corporate employee, ask them for their extension and tell them you will call them back

What should you do if someone calls and instructs you to take money form the register/safe outside of the store

If you recieve a call like this or anything suspicious ask for a number to call them back, then hang up and call you DSM and TAPM for assistance. These caller often impersonate corporate employees, the police, or a company that is owed money. They say that the employee will be arrested or the store shut down if the payment isn’t made. This is not true and no one from corporate or law enforcement will ever ask you to take money out of the store

What do you do if there is a network outage?

Store must switch to offline mode when the network is down to complete customer transactions. During a network outage, all purchases up to $250 will be approved. If a customer is purchasing more than $250 offer to hold some of the items for them. Transactions cannot be split because they will be declinded on the backend causing shrink for the store

What should you do if you are alerted the store alarm has been triggered?

All alarm situations require a response from a manager. When a manager recieves a call from the alarm company or police department reporting an alarm situaiton, the manager is to call back the alarm company/police department to verify the call and detail of the alarm. Managers must never respond to a location if the alarm call cannot be verified. Based on the details of the call, the manager hsould instruct the alarm company/police to dispatch police to the location (if needed) and provide the estimated time they will meet police at the location

Managers responding to alarm calls may not enter the facility alone. After reviewing store location with the policce, the alarm company should be informed that no probelms were found (if applicable) and that the alarm will be reset. If a break-in or anything unusal is found the assigned TAPM must be notified immedietaly and will give instructions as the next steps