Exit 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
Answer customer questions	Proactively observe and assist customers. Where possible, helping a customer should not block the flow of other customers from shopping and moving through the exit.
Smile and engage in the customer's experience	Especially for customers who are experiencing checkout free for the first time, remark: That's it! There's no checkout! Enjoy your day! (or, enjoy the game!)
Help customers move efficiently through the exit gate	Inform, as needed, how to exit Some gates, based on design, open automatically when motion is detected Some gates, based on design, require the customer to push through to exit
Conduct efficient beverage compliance	If opening beverages is required before exiting the store, please have the customer move to the side before exiting to prevent a backup of customers waiting to exit. Refer to the retailer's store map to understand the ideal location and fixtures to support this.
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.

CUSTOMER FLOW <CUSTOMER INTERACTIONS

Scenario	Response
I'm done shopping, now what?	When you're finished, walk through an exit gate. There's no checkout! You'll only be charged for what you take. Have a great day!
How do I get through the gate?	Response varies by gate type. Generally, 'you can walk through the exit gate' suffices. For more clear instruction: 1. Keep moving toward the exit gate, once it detects you, it will open automatically 2. Walk all through the gate, it will push right open
How do I pay?	Simply walk through an exit gate with what you want to purchase! The total will be charged to the card you used to enter the store. You'll only be charged for what you take.
Wait, that's it? I just leave? I feel like I'm stealing!	That's it! Cool, right?! Have a great day!

PRODUCT HANDLING < RESPONSIBILITIES

Age Verification

Age verification is most commonly required for alcohol, but may also be necessary for products like regulated over-the-counter medicines. The retailer is responsible for compliance.

Policy and procedure is determined by the retailer
If a customer takes and opens more product than the local policy allows, the expected associate response is determined by local leadership. Zippin is available to consult on available options.

Beverage Compliance

It is common for stores within Sports and Entertainment venues to require beverages to be opened before exiting. Local leadership is responsible to determine, communicate, and ensure compliance of:

Which beverage types (alcoholic, non-alcoholic, for example) are required to be open
The positioning of the exit associate
The specific area where unopened drinks should be opened
If the beverage needs to be poured into a cup prior to exit ('all-pour' events)

PRODUCT HANDLING < CUSTOMER INTERACTIONS

Scenario	Response
A customer is observed inside the store with 3 open alcoholic drinks in their hand. The location's limit is 2 per customer per visit.	The expected response is determined by the retailer. The retailer is responsible for compliance. Zippin is available to consult.
Age verification takes place at entry. At exit, a customer who does not appear to meet the age requirement has age-restricted product in their possession.	The expected response is determined by the retailer. The retailer is responsible for compliance. Zippin is available to consult.

STORE HANDLING - RESPONSIBILITIES

Detail found here.

STORE HANDLING - CUSTOMER INTERACTIONS

Scenario	Response
Where do I stand to work at the exit?	Refer to the Store Map provided by the retailer. The store systems require that you never lean on any part of the gate. Typically associates need to stand 2+ feet from the gate as not to obstruct traffic. Do not stand at the edge of the store to prevent leaning out of the store from the inside.