Sales Floor Responsibilities & Interactions – Zippin

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

Follow the specific customer flow to control and optimize flow at your store location.

Task	Guidance
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 implement crowd control measures.
Help customers shop - make sure customer move smoothly around the store	Proactively observe and assist customers. Where possible, helping a customer should not block the flow of other customers from shopping and moving to the exit.
Help customers locate the exit	Proactively observe and assist customers who appear to be done shopping

PRODUCT HANDLING < RESPONSIBILITIES

Task	Guidance
Stocking	Guidance found here
Cleaning	Guidance found here
Product Removals (damaged and expiring product)	Enter the store as an associate (Crew QR Key) Product removal can take place while shoppers are shopping however do not remove inventory on a shelf at the same time that a shopper is interacting with that specific shelf sensor. Allowing them to shop uninterrupted not only provides a better customer experience, it also lessens processing delay. The retailer determines the process for virtually removing product from the store shelves. The retailer also determines physical disposition protocol.
Face/tidy products	Facing products involves pulling product(s) to the front of the shelf. When associates 'face' products, the customer sees more of the product and less of the store shelf. This can create a fuller appearance and improve sales. Remember, during shopping hours (UP mode), interacting less with shelves helps to provide faster processing speeds. Store appearance guidelines are set by the retailer.
Observe and assist customers	Watch for: Customers handing items to unrelated customers Customers who change their mind on an item they selected

PRODUCT HANDLING < CUSTOMER INTERACTIONS

Scenario	Response
My child ate an item before we left the store - is that okay?	It's okay! The store will charge you accurately for the item! The action of removing the item from the shelf places the item on the customer's virtual receipt.
I'm stocking. What do I need to know?	Ensure you have entered the store as crew Customers cannot shop from your replenishment tote because they would not be charged. Keep the replenishment product covered if you must step away. Use the Crew App to locate shelves or product locations Do not stock product at the same time a customer is "picking or putting" the same shelf sensor
I took this item, but I no longer want it - what do I do?	No problem! Just return it to the shelf where you located it. You will not be charged.
I don't want this item that I took from the shelf. Can I give it to you (an associate)?	In this type of a store, you'll actually want to place it on any shelf so you're not overcharged. If I take the item from you, the tech won't be able to tell you changed your mind. Items returned anywhere other than a shelf (floor, cabinet, handed to an associate) will be charged to their cart Customers should always return a product to a shelf, ideally the assigned shelf, but it is not required of the customer
I found a misplaced product. I'm not sure where it belongs.	If unsure, use the Crew App to search. In the Planogram section, tap the search icon and enter the product name. The Shelf ID will display.
You, the associate, find an item out of place from where it belongs.	Just move it back to the right shelf. Associates can do this because they enter the store with a Crew QR key.
A customer finds an item out of place from where it belongs. They want to give it to the associate.	Thanks! Did you find it on a shelf? If yes - Could you place the item on any shelf and I'll gladly move it back to it's home. Thank you! If no, I found it on on the floor (or any non-shelf location): I can take the item to return it, thank you!
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.
I found an out-of-date (or damaged) product. What do I do?	The inventory management process varies by retailer. Zippin requires the associate removing the product enters the store with the Crew QR key. Also, wait to pick the product up until the shelf is free of customer interaction.
A customer found an out-of-date (or damaged) product. What do I do?	Thank the customer. If the customer selected the item from the shelf, ask them to physically place the item back on any shelf. This will prevent them from being charged. Also, wait to pick the product up until the shelf is free of customer interaction. From there, the inventory management process varies by retailer. Zippin requires the associate removing the product enters the store with the Crew QR key.
The customer dropped and broke an item in the store.	Retailer determines the policy. If the customer should not be charged, they can return the item to any shelf. If the item is broken, the receipt can be disputed and adjusted. Or, the associate could hand them a new product (same SKU), and the customer can place it back on the shelf.
Do you carry <item name>? Or, where is <item name>?	If unsure, use the Crew App to search. In the Planogram section, tap the search icon.
You observe a customer 'A' handing a product to another customer 'B' from the shelf.	Pardon me, can I ask, are you two shopping together today? If yes- okay, that's great, I just wanted to make sure everyone would be charged properly. If no - Because this store charges customers based on what they took from the shelf, let's have you <B> hand the product back to <A>. You <A> can place it on the shelf, then <B> can grab it!

STORE HANDLING < CUSTOMER INTERACTIONS

Scenario

Response

You observe someone (a customer or an associate) leaning on a shelf or resting their bag on a shelf

Hi there! Could I ask you to avoid leaning on the shelf. Our store has technology in it that doesn't like the added weight. Thank you!

This activity results in unnecessary receipt processing delays
Kindly and immediately ask them to stop

How do I assist a customer who is unable to reach a product they wish to buy?

The associate can move the product to a shelf that is more accessible to the customer. Or, if requested, the associate can enter the store in the same shopping group as the customer. When done, exit the store and re-enter using the Crew App.