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Three Day Orientation

Day 1: Introduction and Job Description

• Day 1 of training will be done entirely in classroom format. This will give the participants a chance to learn about the company and the job and to ask any questions that may arise during the discussion.

Introduction: (A Welcome)

• Introduce yourself and your role in the company

• Allow training participants to introduce themselves, encourage them to give their names, tell a little bit of personal information about themselves (including previous jobs they have had), and the store that they will ultimately be working in; Encourage them to tell you what they are hoping to learn in this session and what they feel are their greatest strengths and weaknesses pertaining to this position.

• Give a brief history of the organization

• Give an explanation of the objectives of the organization, the hierarchy in the organization,.

• Give an explanation of the roles of each major department and how things relate to one another within the organization

About the Job:

• Give an explanation of the job

• Tell participants what is expected of new employees including:

o Attitude вЂ" the proper way to greet and deal with the customers; the proper way to deal with co-workers.

o Reliability вЂ" each employee is expected to show up for their scheduled shift on time; repercussions for being (continuously) late or absent; the procedure the should be followed if an employee knows they will be late or need time off

o Initiative вЂ" explain to participants that every company is only as good as the people who work there and help run it and while there are procedures in place for many daily operations employees are encouraged to look at situations or procedures and see if they can be improved.

o Personal appearance вЂ" Discuss the dress code; discuss what is and is not appropriate when working on the sales floor.

• Job functions вЂ" Responsibilities of a sales clerk

o Computerized cash registers вЂ" ring up merchandise, make change, use credit card machine, etc.

o Interaction with the customers вЂ" greeting customers, dealing with customer complaints, helping customers find what they are looking for and selecting what is appropriate

o Working knowledge of all products sold in the store вЂ" knowing the products will help you find what the customer is looking for or help the customer select the item that best fits their needs.

Remember to stop periodically and ask if any of the participants have questions on the material that was covered. Allow substantial time for questions and encourage employees to participate in this section of the orientation.

Day 2: Skill Training

• Day 2 will utilize a number of different training techniques including classroom training when I discuss each skill set, vestibule training when I have them perform the skill themselves, and computer assisted learning when they perform the cash register program.

Discuss again briefly the skills needed for the job and give an overview of what was previously said, and then discuss each skill set in depth.

Computerized cash register systems

• Provide handouts discussing how to use the cash register systems вЂ" encourage each participant to read these manuals tonight and ask any questions they have regarding what is said at orientation tomorrow.

• Demonstrate how to use the cash registers вЂ" have participants watch as you demonstrate the correct way to ring up a purchase, key in the amount given, and make change. Also demonstrate how to use the credit card machine, how to accept a check, and how to do a price check.

• At this point, have each participant complete a tutorial computer program explaining the cash register system, the correct way to perform each task, and how to make change (computer assisted instruction ).

• After each participant has completed the computer program, set the participants up at cash registers and allow them to take turns checking out, making change, etc. (vestibule training)

• Walk around the room observing and asking questions on what is being done. Always provide encouragement and constructive feedback.

Interaction with the customers

• Tell participants how customers should be greeted both in-person, and when speaking to them on the telephone

• Discuss common pitfalls that occur with customer interaction, and then discuss different scenarios that may arise when working with customers. For instance, when the store does not have what the customer is looking for, or the price rings up incorrectly.

• Give a number of difference situations and ask the participants how they think it would best be handled. Provide feedback on the answers given.

• Role play- have each participant play the role of a sales clerk and someone else play the role of a difficult customer. See how each participant reacts in the situation and provide feedback and constructive criticism regarding what was done.

• Give handouts with tips on how to deal with difficult people, and difficult situations. Encourage the participants to read these handouts and ask any questions they have at orientation tomorrow.

Product Knowledge

• Go over the departments that are present in the store and what is sold in each department.

• Have samples of all major product brands from each department and provide employees with information regarding the brands.

• Give descriptions of each product & encourage people to come up and look at / feel / get to know

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