Job Training and Performance Manual for Cabela’s Cashiers

Table of Contents iii Table of Contents Table of Contents ........................................................................... iii Introduction ..................................................................................... v

Chapter 1: Being a Cashier ............................................................. 3

Organization ................................................................................ 3

The Cashiering ............................................................................ 4

Discounts, Special Promotions, and the Bargain Cave ............... 9

Cabela’s Club Cards, Cabela’s Extended Protection Plans (CXP), Phone Captures, Voice of the Customer (VoC), and Conservation Round-Up ........................................................... 12

Chapter 2: Tasking ........................................................................ 19

What is Tasking?....................................................................... 19

Hangers, Returns, Baskets, and Security Tags ......................... 19

Stocking .................................................................................... 22

JAG Machine ............................................................................ 24

Chapter 3: Extra Information ........................................................ 29

Asset Protection (AP) ............................................................... 29

Assisting Other Departments .................................................... 30

Upset Customers ....................................................................... 30

Index ............................................................................................. 31

Introduction v Introduction

Welcome to the beginning of a whole new experience here at our Cabela’s Store in Fort Worth, Texas. Cabela’s is an ever growing retail outfitter with more than 40 stores in the United States and Canada (as of December 16, 2012).

Based in Sydney, Nebraska, Cabela’s was formed to fit the needs of the everyday outdoor enthusiast, whether it be from Hunting to Fishing, or Camping to Archery. There is a little bit of something for everyone in our Cabela’s stores. It is your job to sell your store to your customers and best fit their needs whenever possible.

As a Cashier, your job is much more complex than just swiping and bagging a few items. You are our last line of defense to make sure our customers are leaving satisfied with a smile on their face. How you do that, however, is not a simple task. There are many things as a cashier you must know and be knowledgeable in order to create the best shopping experience for our customers.

This Job Performance and Training Manual will help you along as you grow in our company. There will be things that you will be asked to perform that you might not remember. Was that covered in training? How do I ask for help with this? This manual will give you step by step instructions on what to do in these situations, and make you the best Cabela’s Cashier we know you can be.

Chapter 1: Being a Cashier

Chapter 1 3 Chapter 1: Being a Cashier

Organization Upon arriving to work, and after clocking in, you will walk up to customer service and wait for one of the Team Leads to dictate what needs to be done. Generally speaking, you will be asked to get on one of 14 registers, separated across the store in two sections; hunting and fishing. Hunting section is the more active of the two sides of the store; therefore, the registers on this side of the store will be of higher priority.

Before you can even start cashiering, you must make sure that your station is clean and presentable. It is important to be organized, not only are your managers walking around the store, but the customer as well. It is necessary to keep your work station tidy and ready for checking out customers. In order to do this, the following checklist provides everything necessary to operate at your best.

Items necessary at every work station include:

• 1 Box of Small Bags • 1 Box of Medium Bags • 1 Box of Large Bags • 1 Trash Can • 2 Baskets to collect hangars and unwanted items • 1 Role of Paper Towels • 1 Personal Fan • 1 Internal Sensor Bar Scanner • 1 Sensor Lock Opener • 1 Box Cutter • 1 Store Telephone with extensions to every department • 1 Store Handout (includes phone extensions, misc. SKU codes,

Bargain Cave discounts, etc.)

4 Manual Title

Figure 1.1 – A Cabela’s Cashier during a busy day

During busy days and busy times, you will not always have time to make sure everything is neat and organized. Occasionally, you will run out of boxes of bags, or your trash will overflow. This is fine; mishaps like this will occur. It is how you deal with these little blunders and mistakes that set the tone for how you will work.

The Cashiering Now you have looked over your station, made sure you have everything necessary to start your job. Your station looks good, you have plenty of bags, and you are ready to start working. The customer looking for a cashier notices you are ready, too, and starts walking towards you. Now what?

After you make yourself look presentable, you must sign in to your computer. When you are not logged in on your computer, you will automatically be put on the Log-In Screen. There are several keys that you may notice on the screen, from F2 to F9. Right now, your biggest concern is F4, or manual log in. There are two simple ways to log in; by scanning your badge, or typing in your employee ID. Scanning your badge may be easier, but it could take longer. Typing in your ID is a good way of learning to memorize the important number. After either scanning your badge or entering your ID number, you must now type in your password. This

Chapter 1 5 password is made by you in training, and aside from Human Resources (HR), no one will know what it is.

Now that you have successfully entered your ID and password, you are now faced with a Customer Information screen. Simply hit escape to jump between the Customer Information and Checkout

screens.

Figure 1.2a – A similar set up to a Cabela’s Register

You are now ready to start helping customers check out of Cabela’s and purchase their items. To do this, you must scan the barcode and move on to the next item. It is as simple as that.

When you have finished scanning and bagging all of the customers items, you must hit F10 to total out the purchase. This will add all tax and let you apply any gift cards or coupons you may have. There are several ways to pay for an item according to the register. Starting from the beginning;

• F2 Pay with Cash • F3 Pay with Check

6 Manual Title • F5 Gift Cards

o Under the gift cards option, you have the ability to use either Gift Card (F5) or Gift Certificate (F7)

• F7 Company Charge (employees only) • If they are paying using a credit card or debit card, they simply

must swipe their card.

When paying by using cash, you must make sure you give exact change; no more, no less. Not only does this make the customer happy, it saves the company money and prevents you from getting in any trouble. If you must borrow money from another register, call a lead, or anything else necessary, you must do it. Unless the customer tells you otherwise, give exact change.

Figure 1.2b – Proper Set up of a Cash Register Till

When processing a check, there are several important things to take note of. First off, the check must have the address and name of the customer on the check. After they write out the check, make sure they have included their signature, total amount of money, date, and who the check is going to.

Chapter 1 7 After making sure these are there, you then must ask for a Drivers License. On the check, you will write;

• Your Initials • Drivers License State • Drivers License Number • Drivers License Expiration Date

If the purchase total is $100.00 or more, you must hold on to the drivers license. A prompt will ask you for the drivers license number and the state one more time; it is important you answer these correctly. After doing so, you must put the check into the printing machine face up with the numbers to the right. This is important to remember, as the process and verification must be printed on the back of the check.

When using a gift card or gift certificate, you must select the correct prompt. When using a gift card, you must simply scan the top barcode (if two barcodes are present) or the only barcode on the back. On the computer monitor, a screen will pop up with the amount of money on the gift card. Make sure this is the proper amount, and approve of the purchase.

Figure 1.2c – Gift Card Example

When paying with a credit or debit card, there is not a button or F-key to punch in. All that is necessary for the customer to do is swipe their card on the card reader. After doing so, the amount that they are paying will pop up on the screen, and you can adjust it accordingly. There is no limit to the amount of cards they may swipe or use. If paying using a Debit Card, it is necessary for them

8 Manual Title to input a PIN number. After that, they will be asked for cashback; they are allowed to withdraw as much as they can afford. If swiping using a Credit Card, they will be prompted for a signature to verify the purchase. They must sign the PIN pad in order to complete the transaction. On occasion, after swiping their card, it may not authorize on your computer that the card was swiped. The proper protocol in this occurrence is to have them swipe their card one more time. If it still does not work, then you must use the Credit Card puncher to manually authorize the card.

Figure 1.2d – (Top) Pin Pad (Bottom) Credit Card Imprinter

Chapter 1 9 Discounts, Special Promotions, and the Bargain Cave Throughout your time working as a cashier, there will be instances when a customer will tell you he should get an additional 20 percent off according to so and so back in hunting. Or maybe they will say they the product online on sale for 20 dollars cheaper. Are they wrong? Maybe they are, maybe they aren’t. The power is in your hands when it comes to confirming these price changes.

Before you finish checking out, you will notice on the screen that the F-keys are not the same as the payment screen. This is because you have options to adjust and change the transaction if you scan the wrong item, or have to void an item. However, there is one key that you will use in this screen more than others. F5 will allow you to go into the transaction and adjust the price by giving you the option of;

• A Percentage discount • A Dollar discount

These discounts can be made in two different ways; to the transaction as a whole, or individual items. For example, F5 -> F5 -> F5 will allow you to make a percentage discount to the entire transaction; whereas F5 -> F3 will allow you to price override an item and adjust it accordingly.

Figure 1.3a – Cabela’s Sale Ad “Up to %60 Savings!”

10 Manual Title Every once and a while, Cabela’s will offer special promotions and discounts for both customers and employees. Some examples include:

• Friends and Family Weekend • Hometown Heroes • Million Dollar Camo Weekend

It is important to stay up to date on what these promotions are, and what the discounts involved are. Check with managers, Customer Service Leads, and the Cabela’s Website to keep track of these events. These promotions benefit everyone involved. As well as special promotions like these, we also have several daily discounts available for all sorts of people.

These discounts are reserved mainly for:

• Employees • Veterans of the Armed Forces • Firefighters • Cops

The discount for Employees varies based on the item, but is typically;

• 15 – 20 Percent for Employees until 3 years’ experience • 20 – 30 Percent for Employees from 3 to 7 years’ experience • Cost* + 5 Percent for Employees of 7 years’ experience and

over

*Cost being what Cabela’s paid for the product*

Bargain Cave items will typically have a colored C on the price. To the customer, it is just a colored C. However, as an employee, it is important to note what each color means. Each color has a different discount attached to it, varying on the month. For example, a green C in the month of October may mean an additional 20 percent off of an item, whereas in November it could

Chapter 1 11 mean 25 percent, or in February, it could not mean anything. The handout at every cash register has the rules and information on what the discount associated with each C is.

Figure 1.3b – Bargain Cave Ad

Do not be afraid to compare online prices to in store prices. If you are aware of a special deal online, and the customer does not seem to know, you may inform them and give them the discount. Not only will this make your customer happy, it will leave them satisfied and ready to come back.

If a customer tells you there is an online deal, do not be afraid to make sure that deal is still going on. Although it could only be 10 percent off an item, that could be unfair to other customers getting the same thing, and could eventually, over time, affect the company.

When a customer tells you there is an online sale, but you cannot find the deal online, call back to that department and ask them if they know of any sale occurring at that time. If they either do not know, or tell you there is not one, but the customer is still very adamant on receiving his discount, call a manager. Although they will more than likely give the customer their discount, it is better to let a manager allow the discount than you.

As an aside, it is against company policy to “stack” discounts. Stacking discounts means giving a discount on top of another

12 Manual Title discount. For example, a customer comes into your line with a bargain cave item that has a discount attached, tells you of an online deal Cabela’s is having, and then informs you they are a Veteran of the Armed Forces, you may only give them the highest of those 3 discounts. Stacking those 3 discounts could give them as high as a 60 percent discount on their transaction.

Cabela’s Club Cards, Cabela’s Extended Protection Plans (CXP), Phone Captures, Voice of the Customer (VoC), and Conservation Round-Up After you have scanned all the items a customer is buying, there will be a series of questions you may need to ask. Regardless of the customer, unless they are an employee, you will ask for a phone number and conservation round up. These two, along with the VoC, are some of the areas you need to make sure you focus on, as they are important to the company.

After hitting F10 to check out, you are prompted with a screen that will ask for a phone number. Whether or not you get a phone number is up to the customer, but it is very important that you ask every customer. It is not uncommon for a customer to say no to this question, but you are still required to ask. It is not for advertising, or to contact the employee, but rather for demographical location. For example, if enough people from Henderson, Nevada shop at Cabela’s, eventually, the company might build a Cabela’s in Henderson, Nevada. It is ok to tell a customer the real reason behind the phone capture.

Conservation Round-Up is a simple item to sell. Although it counts as a transaction item, it will never cost more than $0.99. The round-up is the spare change a customer will be getting back. For example, if a customer checks out and his items ring up for $13.56, it will round up $0.44 to even out to $14.00 even. This is both easy and helpful for both you and the customer. With this round-up money, we send it to various Wildlife Conservation Organizations, such as Ducks Unlimited, the National Rifle Association, and U.S.

Chapter 1 13 Sportsman’s Alliance. This is prompted after the Phone Capture, but before payment.

The Voice of the Customer (VoC) is a simple 5 question survey that we ask our customers to take in order to rate our store, employees, and quality of service. Each bad VoC review looks badly on the store, so it is important to give the customer the best service you can. The VoC survey will print out on the bottom of the customers receipt, with information including:

• The Website • Amount of Questions • Approximate Length of Survey • Password to perform the survey

It is important to sell this survey to the customer like any other item. If they take it, rate the store with perfect numbers, and even mention your name, there is a possibility of you winning a reward for treating our customer’s right; the more customers who take the survey and mention your name, the better your chances of winning.

Figure 1.3c – Cabela’s Club Card and Advertisement

14 Manual Title Cabela’s Club Cards, our very own Visa Credit Card, is an offer to Cabela’s employees who love shopping at our Cabela’s stores. Like any other credit card, this card can be used anywhere else whenever wanted. Due to the fact that it is ran by our own bank, there are no hidden fees or costs attached with the card.

Along with that, Cabela’s offers %2 – 5 cashback for every purchase made in the store with the Cabela’s card. This cashback is redeemable via points, which translates into in-store money. For example, if a customer pays for $200 worth of items, they can get back $4 in store credit. It may not seem like much, but over time, dedicated shoppers have been known to save up to $1500 over the course of a year. And yes, these points can be used on any item in the store.

However, one benefit you get from a customer signing up for a Cabela’s Club Card with you is that you get $1 for every card. If you sign up 3 customers in one day, that is an additional $3 on your next pay check. The more you get customers to sign up for Club Cards, the more chances you have at winning the special raffles and drawings that are held by each stores’ Club Card Booth.

Cabela’s Extended Protection Plans (or CXPs) are extended warranty plans that cover all items that meet certain criteria. These criteria include;

• Non-Perishable • Non intentional damage item (ie, a knife would not fall under

the plan, due to the fact that it is used for cutting and opening) • General item price, ranging from $20 to $2000

Although this extended protection plan covers a wide range of items, there are several items that meet these criteria that do not fall under the protection plan. Gun safes, for example, do not. Items like scopes, range finders, fishing rods, furniture, and certain jackets do meet the criteria. These warranty plans range from $3.99 to $139.99 in price.

Chapter 1 15 One major difference between the types of protection plans is the price. Items that cost $200 or more will qualify for the 2 Year Service Plan, whereas items under $200 qualify for the 1 Year Replacement Plan. With the 2 Year Service Plan, if something happens to the item during its intentional use, a certified worker for either that company or Cabela’s will go and work on the item free of charge. With the 1 Year Replacement Plan, the customer sends in the item, and within a few weeks receives a gift card with the amount of money spent on the item, including tax. For example, if you spend $149.99 on a pair of binoculars, and with tax it works out to $176.78, you will get a gift card for $176.78.

Both protection types go into effect after the manufacturer’s warranty.

Chapter 2: Tasking

Chapter 2 19

Chapter 2: Tasking

What is Tasking? When you arrive to Cabela’s and clock in, you will not always be put on a register. The lead or manager you talk to could have you perform any number of extra tasks necessary to keep the front end operating successfully. Some examples of these tasks are:

• Retrieving hangars, returns, baskets, and security tags • Stocking candy, beef jerky, and gift items • Going outside and performing JAG

You are to task not only when you are told to do so, but when you have free time around your work station.

Hangers, Returns, Baskets, and Security Tags As you are cashiering, you will receive plenty of loose hangers, items, and baskets that customers do not want anymore. You are to keep these items at your register until otherwise told so. You will usually have two extra baskets near your trash can, although they are not required items. It is easier to have these items around in order to keep track of your returns and hangars.

When you have a customer whom has several items of clothing, more than likely they will have hangers. It is important to ask if they would like to hold on to the hangers. Cabela’s reuses all of the hangers returned by customers, but the customers may keep the hangers if they please.

Unless your hanger basket is about to start overflowing, it is ok to have several hangers at your station. Unless it is providing a distraction to you and your customers, there is no need to return your hangers to the hanger bin, located near the cart room of your Fort Worth Cabela’s. The hanger bins are located near the cash

20 Manual Title registers on the hunting side, so if you have a lull in customers, you may take your hangers to these bins.

There are two separate bins for three separate types of hangers. Green hangers will be returned to the designated bin, whereas clear and black hangars will be returned to their designated bin.

Returns operate in the same fashion. Typically, the basket will be held under the counter, for quick and easy access. It is important to always have a return basket for any item you may receive. However, these returns will be returned to their designated areas behind customer service. The designated areas correspond to the different departments of the store, including:

• Hunting • Auto/ATV/Dogs/Archery • Camping/Home and Cabin • Footwear • Casual/Camo Clothing • Fishing • Bargain Cave

Customers who shop with hand baskets will not want to carry out their hand basket and bags of items. When a customer is finished with his basket, offer to take it for him and set it to the side. Over time, these baskets will stack up if you do not watch them.

However, it is fairly easy to take the hand baskets to their designated area right next to the carts. You are only required to have 2 baskets at your station at all times, no more. If you do have more, it could become a problem and get in your way. A combination of too many baskets, hangers, and returns could potentially stress you out and cause you to trip or stumble over them. Keep them clear when you can to avoid any trouble.

Chapter 2 21 Security Tags come on all sorts of items; clothing, bows and crossbows, electronic devices, scopes, etc. There are 3 types of locks:

• Sensor Tags • Ink Tags • Spider Tags

At every register is a built in magnetic strip; this is used to unlock sensor tags. Sensor tags are hidden inside of electronic devices, and occasionally other items. If you are unsure if an item has a sensor tag, swipe it. It is better to be safe than sorry. You will hear a loud, quick beep if a sensor tag is deactivated.

Ink Tags typically go on clothing, and are big, bulky pieces of plastic that are magnetically and electronically clasped together. They are nearly impossible to take off without a security tag sensor.

Figure 2.1a – Example of an Ink Tag

At every station is an ink tag removal. You can just slide the tag in, press down, and pop the lock off.

22 Manual Title Spider Tags are the trickiest of the three tags to take off. They are usually used on high price boxed items. The only way to take these tags off is with a magnetic strip.

Figure 2.1b – Example of a Spider Tag

At each station there is a magnetic strip used for unlocking spider tags and certain cases. These both act the same. There are two divots on the magnetic strip that slide into place on the tag/box. Press down, and press the end of the spider tag to remove it. It will just pop out if done correctly.

Stocking There are two areas to look for when “upstairs” is referenced; behind customer service, and management. You need to only worry about behind customer service. This is where many things are held, but for you, this is where these items are located:

• Small, medium and large bags • Gift Cards • Candy, Beef Jerky, Batteries • Front End gift items • Batteries

Chapter 2 23 When told by a Front End Lead or Manager to task, you will be given a certain task to do. The most important are filling beef jerky and candy. Because of this, we have a wide selection of candy and beef jerky to choose from.

All of these items are located upstairs to the far left of the room. They take up the entire wall due to the fact that we need so much of it. When given the task of filling candy/beef jerky/gift items, you are to;

1. Write down which item needs to be filled 2. If you need a lot of it, grab a cart to help you carry it 3. Go upstairs, find the required item, and take however much

you need 4. Use the conveyor belt to take the items down, do not carry it

down the stairs 5. Fill the required spots where necessary

If you are in a customer’s way, you need to make sure they get what they want. For example, when you are filling, if a customer wants to some candy, even if causes you to get more, you let them do it. It is important to make sure we let them choose what they want, when they want.

Any excess items you may have take it back upstairs and put it where you found it. Make sure the items are straight, organized, and edible. We do not want to sell customers expired candy.

Figure 2.2a – Candy that Cabela’s carries

24 Manual Title JAG Machine When told to “JAG” (which is not an acronym, it is the term coined by Managers for the cart machine), you are being told to get the carts outside. This will only be told to male employees; due to some circumstances, women are not allowed to go ”JAG”.

Located in the cart room, the JAG machine is a single person motorized vehicle with a hitch on the back, used to pull the carts along. It is necessary to have the JAG key in order to operate this machine.

Figure 2.3a – (Top) JAG Machine (Bottom) JAG Key

Only Cabela’s trained JAG Operators may use the JAG machine. This training is hands-on training, and necessary to operate it. This is where you will learn all the details of the JAG machine.

There are certain areas you are not to drive in while operating the JAG machine. First, you are not to drive over the bridge in front of the store. This bridge is not intended to support such weight. This, along with the fact that there are customers on the bridge often, it is a dangerous are to take the JAG. Second, you are not to take the JAG on any of the curbs around the store. Because it is a vehicle, you are to drive in the road at all times. Lastly, it is allowed, but not recommended, to take the JAG under the awning in front of the store. You are carrying carts, and there is a lot of traffic under the

Chapter 2 25 main awning of the store. It is safer to avoid the awning and use the main road.

Like mentioned before, the JAG machine is a vehicle. So, you are to follow all driving rules like you are driving a car. Follow road rules, respect other drivers, and pedestrians. Customers cross the road often, so be on the lookout. The JAG machine can only carry behind it 20 – 30 carts at a time. Anymore, and the tension can snap the rope used to tie off the carts.

Chapter 3: Extra Information

Chapter 3 29 Chapter 3: Extra Information

Asset Protection (AP) Working at a retail store, you will see some shady customers. It is important to take caution around them, but treat them like a normal customer. Sometimes, customers will try to steal something, or threaten you. If you catch a customer stealing an item, you will contact AP right away. Make sure you have a detailed location of the customer, and contact AP.

If a customer comes through your line, and acts suspicious, it is alright to call AP. However, it is very difficult to do this discretely. If necessary, tell them you have ran out of small bags, or your register is freezing. Make an excuse to contact AP. When this is done, you will call extension 8036, and ask for small bags at your register. This will allow AP to locate you and watch the customer.

It is not your job to confront and potentially harm yourself or the customer if you suspect them of stealing. Cabela’s would rather lose some money to stolen items than have injured employees.

Figure 3.1 – Cabela’s Security Camera

30 Manual Title Assisting Other Departments Occasionally, other departments of the store will require extra help from the front end. It is part of our job to help other employees whenever we can. If a department calls on the radio for help, you are allowed to ask if you can go assist them. However, if it is busy, you will be told no. Especially around the holiday season, every department of the store will need help with keeping things organized and customers happy.

Upset Customers Customers will not always be happy with you, or with Cabela’s; a price may ring up wrong, a sale item may have gone back to regular price, or you or the customer may just be having a bad day. As a representative of Cabela’s, it is important to keep the customer as happy as you can.

If a customer does get upset with you, try to help them as much as possible. Do not break any of the rules given by Cabela’s, but rather ask them if they would like a manager’s assistance with what they need.

If you are having issues with a customer, or do not know what to do, do not be afraid to call a Lead or Manager and ask for assistance. It is better to get help on something you do not know and learn something new, than to guess and get it wrong. It is up to us to keep the customer happy. Every customer who walks through our doors becomes part of our family.

Index 31 Index

baskets, 19, 20 Buttons, 15 Cabela’s, 1, iii, v, 4, 5, 9, 10,

12, 14, 15, 19, 20, 24, 25, 29, 30

Cashier, iii, v, 7, 3, 4 Customer Information, 5 customers, v, 3, 5, 10, 11, 13,

14, 19, 20, 24, 25, 29, 30

discount, 9, 10, 11, 12 hangers, 19, 20 JAG, iii, 19, 24, 25 Manager, 23, 30 returns, 19, 20, 21 Security, iii, 19, 21, 29 warranty, 15