At all times, all associates are responsible for customer flow, product handling, and store handling. Proper execution in these areas directly improve the customer's experience, sales processing, and store success.
CUSTOMER FLOW < RESPONSIBILITIES
| Make sure customers enter smoothly. Follow the specific customer flow to control and optimize flow at your store location. |
| Task | Guidance |
| Help customers smoothly pass through the gates |
Complete all customer interaction before the gates open. This includes answering questions and ID checks (if applicable). Inform customers that the gate will open once payment is approved. Have customers entering together prepare to move through them right away. |
| Ensure associates and vendors enter the store properly to perform work |
Do not permit an associate (or vendor, technician, or other non-shopper) to enter unless using the Crew QR key or temporary key (when performing work duties). Associates must enter as shoppers only when making personal purchases before, during or after their shift. |
| Help customers with their questions about checkout free shopping |
A clear, compelling explanation will excite customers to enter |
| Help customers enter with a valid payment method |
Work with local leadership to confirm which payment methods can be used at this location. Tap is the preferred entry method for all credit cards. Tap is 2 times faster to gain approval than inserting the credit card. |
| Help groups paying together, enter together. |
Group Shopping is when one person will be paying for 2+ people with one payment method
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| Crowd control |
If the customer count in the store creates a scenario where it is difficult to move freely, communicate with the entry associate to control traffic flow |
| Ensure only customers paying together, enter together |
Observe the gates open and the successful entry of all customers in that group pass through. The gate should close behind the last customer.
Tailgating is the entry of a customer entering through the gate under an unrelated customer's authorized entry method. If the second customer successfully enters their payment method, is approved, and enters the store in the same gate opening - this is not tailgating. Tailgating is characterized by the lack of a successful payment authorization by a customer who enters with an unrelated customer. |
CUSTOMER FLOW < CUSTOMER INTERACTIONS
|
Scenario |
Response |
| Customer approaches entry, looking at it, trying to "figure it out" |
Hi! Have you shopped a checkout-free store before? Would you like to check it out - I can help you enter with just your debit or credit card! |
| What is this? |
Our store is equipped with technology so there's no checkout line. Just grab what you want, and leave when you're done. We'll charge the card you provide at the entrance. |
| Is this facial recognition? | We do not use facial recognition. Your movements are tracked via overhead cameras, much like a GPS dot on a map. This is why shoppers in a Zippin-powered store are able to wear any type of face covering like masks, dark glasses, etc., without a problem. |
| How does this store work? Is this similar to the tech in self-driving cards? |
The store is powered by technology to eliminate the checkout. It uses advanced AI, overhead cameras and sensors to understand what customers are picking up and/or putting back on the shelves. If you put something back, the AI system will detect it and remove that item from your virtual shopping cart, and you won’t be charged for it. Because of the technology, there is no checkout necessary. |
| How do I enter? |
Each retailer is unique with payment options. Local leadership will provide guidance on the active options of your location. |
| Can we go in/shop together? |
Absolutely! Anything the group takes today will be charged to the card used to enter the store. Whomever is paying today can enter their payment card. You will enter one after another through the gate. Let's have the person paying today enter last. |
| The store is congested and associate needs to ask a customer to wait to enter. |
I'll ask you to wait a moment until the store is more comfortable for you. Then let the in when the store traffic is flowing more smoothly.
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| I'm not interested in downloading the app - how do I enter the store? |
Note, not all locations offer an app. No problem, you can tap or insert your card at the card reader. Wait for the gate to open, then you can go in to shop! |
| Can I bring in my service animal? |
<The expected response is based on retailer policy & local law.> Zippin technology is not impacted by the presence of trained service animals. |
| Why don't you accept SNAP or cash? |
This response varies by retailer. |
| The associate observes crowding at entry. |
Scenario 1: If a customer is having difficulty at entry, ask the customer to step out of the way of other customers and assist with the issue. Scenario 2: If a large group is congregating near the entry/exit gates, ask the group to continue moving in or out of the store. Scenario 3: If the store appears crowded and there is a delay in customers exiting the store, the associate should direct customers to wait until the store is more comfortable. |
| A store gate is closing quicker than group shoppers can walk through. |
Do not hold the gate open in any way. Do not let customers enter using your Crew App. Apologize to the customers. Inform customers to enter one after another, as quickly as is comfortable and safe for them. The paying customer will re-enter their payment method until all group members enter. Remind the paying customer they will see a pre-auth charge for each time they enter their card but all will be adjusted to the proper amount actually purchased. Inform the manager if the issue persists. The manager can contact Retailer Support. |
| Customer approaches the entry with an open umbrella. |
Observe. If customer does not close the umbrella on their own, kindly inform them This store relies on camera vision. Open umbrellas are not permitted due the camera obstructions. Could I have you close it please? |
| You observe a customer enter the store under another person/group's payment scan. |
Assume it was a mistake Inform the customer who entered last, I don't believe your scan registered. Can you please exit and re-enter the store? If applicable, have the person leave their selected items on the correct shelves before exiting. |
PRODUCT HANDLING < RESPONSIBILITIES
Age Verification
Verify ID (If applicable). Check ID according to retailer policy and procedures.
| Complete ID check(s) before the credit card or app scan approval takes place. The Zippin system is most efficient when customers pass smoothly through the gate. If a customer is stopped in the gate to complete an ID check, it is a poor customer experience and a burden on the system. |
Beverage compliance
Inform customers of any quantity limits. This varies by location, however the max is commonly set at 2 drinks per valid ID.
PRODUCT HANDLING < CUSTOMER INTERACTIONS
|
Scenario |
Response |
| How do I shop at this store? |
Use a card to enter, select what you want, and leave. Our store has sensors that know what you pick up. Your card is charged based on what you leave with. |
| A customer in a wheelchair approaches the entry. The store has a number of products available only on higher shelves. They are shopping alone. |
Have you shopped us before? If yes, Great! If you used a buddy shopper last time, we're happy to provide one today as well.
If no, Okay, welcome! Customers are charged by what they take from the shelf. We offer a buddy shopper to offer product advice and to grab items on upper shelves if you're interested.
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| Can I put items into a bag while I shop? | You can!
Once you’ve decided on what you would like to have, you can put it in your bag, pocket, or just carry it out. |
| What do I do with a product if I change my mind? |
Pick up and put back items as you please. If you change your mind on an item, place the item back on any shelf. |
STORE HANDLING < RESPONSIBILITIES
Detail found here.