31 March 2020
CHECKOUT STAFF HANDBOOK
Updated Policy November 2023
HANDBOOK CONTENTS
​
​
​
1. INTRODUCTION
​
Before working on your own, you will receive all training on how to use the checkout software, scale system, process payments, and all other necessary training. If you are unsure about something, or if you come across a situation which has not been covered by training, you will contact the shop floor manager to discuss it.
You will also be provided with a unique login code which will be used to log in at the start of a shift.
​
These codes should not be shared with anyone. Sharing this code may result in mishandling the till count and this will be your own responsibility.
​
Your exact hours will be given by the manager at the beginning of every week.
Ensure that you are seated and ready to serve customers at the time your shift starts, you must stay at your checkout desk until the end of your shift.
If you wish to take a lunch break or a short air-out break, you must get another member of staff to cover for you or get approval from the manager.
You must clock out and clock back in on every break (if your breaks are included in your employee agreement this will be added up at the end of the month).
​
2. CHECKOUT
​
Goods with a barcode must be scanned, or when not possible, you will manually type the barcode.
​
You must look at the screen while scanning products and ensure that every item is being scanned correctly and not just relying on the beep.
​
Items charged by weight should first be put on the scale and then select the product on the system.
​
Once all goods have been processed, the total bill will come up on the system and should be told to the customer in the following manner “It's 26 pounds and 37 pence please”, the customer would usually advise on their method of payment or if they wish to put it on their account.
​
3. PAYMENT METHODS
​
-
PAYING BY CASH
The total amount received should be typed into the system. Ensure the correct amount of cash is received and the correct amount of change is given.
It is your responsibility to check that notes are genuine by using the marker provided.
Old banknotes should not be accepted.
​
Scottish or Irish notes should not be accepted. (see the Bank of England article about them not being legal tender).
​
-
PAYING BY CARD
Advise the customer to tap their card on the card reader.
When the total is above £100 or if the contactless doesn’t work for any other reason, advise the customer to insert the card into the card reader and to key in their PIN number.
Always make sure the customer takes their card from the reader once the transaction has been completed.
​
-
PAYING BY CHEQUE
The only way to pay by cheque is to top up the customer account with the cheque and then pay for the sale via the customer account.
Ensure that all areas of the cheque are filled in, and the date is no later than the receiving date.
Always write the customer’s phone number on the back of the cheque or if the cheque is not from the paying customer, the name and phone number of the paying customer should be written on the back.
​
If the cheque is higher than the total amount owed, the remaining value should be applied to the customer's account. No change can be given on cheques.
​
-
PAYING ON ACCOUNT
Ensure that you have the correct customer information using the customer number. Do not just rely on a name unless it is confirmed by an address.
​
The total amount owed cannot exceed the customer's credit limit.
​
-
PAYING BY VOUCHER
The total amount received should be typed into the system. Ensure the correct amount of vouchers is received.
​
If the total amount of vouchers is higher than the total amount owed, the remaining value should be applied to the customer's account.
​
No change can be given on vouchers.
​
You can only accept vouchers from the list in section 4.
​
-
CUSTOMER DOESN'T HAVE THE RIGHT MEANS TO PAY
If the customer doesn't have the right means to pay or has reached their credit account limit, they should be asked if they can easily get hold of a payment method ie, going home to get some cash etc…
​
If they do not have an instant way of paying the manager should be contacted to confirm the sale (usually by approving a held sale).
​
4. VOUCHER LIST
​
Every voucher can only be submitted by one of the two following methods.
​
-
METHOD 1
>End Sale >Vouchers >Key in the total amount of vouchers received from the customer.
-
METHOD 2
>End Sale >Coupons >Scan Coupon
​
You must use the correct method for the correct voucher as stated underneath the voucher pictures below.
KOSHER SAVERS VOUCHERS £5, £10, £20 & £50
Method 1
• No change given - Change can only go on the customer’s account.
• Can only be accepted within the voucher’s expiry date.
• Vouchers must be put in your cash box.
​
​
​
​
​
WINE CORNER VOUCHER £20
Method 1
• No change given - Change can go on the customer’s account.
• Can only be accepted within the voucher’s expiry date.
• Vouchers must be put in your cash box.
• Can only be used for wine purchases.
​
​
​
​
​
BEDERECH KOVOD VOUCHERS £5, £10 & £20
Method 1
• No change given - Change can go on the customer’s account.
• Can only be accepted within the voucher’s expiry date.
• Vouchers must be put in your cash box.
​
​
​
​
​
Method 2 should be used for any voucher not mentioned above. If the system fails to recognize the voucher during scanning, please consult with your manager.
5. DISCOUNTS
​
-
BULK DISCOUNT
Customers are entitled to a 5% discount when buying a full case of any product.
-
WINE CORONER DISCOUNT
Customers are entitled to a 10% discount when buying a full case of the same wine or 5% on a full case of the same whisky.
Other Wine discounts can only be done by the wine corner manager.
​
-
OTHER DISCOUNTS
No other discounts can be given unless authorised by the manager or it is pre-set on the customer’s account, this can only be done via the office.
​
6. CASH REGISTER STORAGE
-
AT YOUR FIRST SHIFT OF THE WEEK;
Please collect the following from the middle office or from your manager:
A. Cash note envelope
B. Coin bag
C. An empty coin box
​
-
AT THE BEGINNING OF YOUR EVERYDAY SHIFT;
Please collect the following from the middle office or from your manager:
D. Cash note envelope
​
-
AT THE END OF YOUR EVERYDAY SHIFT;
E. Take £80 in notes from your cash box, in the following nominations:
(If you do not have these nominations left in your till. Please ask your manager to change with some other notes).
• 10 x £5 notes
• 3 x £10 notes
Put it in an envelope. Fill in the label provided and post it in the letterbox next to the door of the middle office.
F. Please take your remaining notes, cheques and vouchers, and put them in envelopes. Fill in the label provided and post it in the letterbox next to the door of the middle office.
​
-
AT YOUR LAST SHIFT OF THE WEEK;
• Please empty all your coins in the grey bags. Fill in the label provided and post it in the coin box opposite the middle office.
• Follow steps E. and F.
​
-
GENERAL;
• You must fill in every field of the label for both your envelopes and coin bag.
• If you are leaving the premises for a break but are scheduled to return the same day on shift. Please follow steps E. and F. before leaving.
Upon return from your break please follow step A.
• If you are returning for an unscheduled shift after you have already left for the day, please follow step A.
• Make sure that all notes are unfolded and sorted in order of denominations before putting them in the envelope.
• Vouchers should be unfolded and sorted in order of denominations – Bederech Kovod vouchers should be all facing the same way.
​
7. CUSTOMER SERVICE
​
When serving a customer, they should be greeted and asked whether they require help with packing or if they wish to pack their bags on their own ie. “Hi do you want me to help you with the bags or do you want to pack on your own”
If they choose to be helped with their packing then do so.
​
Once the checkout process has finished you should thank and greet the customer ie. “Thank you, have a good day”
​
If the customer is an elderly person or if the customer asks for help to their car or taxi please ask a member of staff to help them or in a non-busy time do so yourself.
Whilst serving a customer you should concentrate only on helping them, do not talk or discuss anything else with your colleagues.
​
Always maintain a helpful and friendly yet professional attitude.
​
Mobile phones may not be out at any time whilst on shift, as written in the employment handbook.
​
Snacking should be kept to your break only. This is strictly not permitted whilst on shift.
​
8. DELIVERY
​
When a customer chooses home delivery, the black boxes should be used by inserting a delivery bag and packing it in a responsible manner.
​
Double-check the customer's house number and full address. If you are unsure how to spell any of the above, please ask the customer.
You must put a customer contact number that the driver can call should he have any queries regarding the delivery. This should preferably be a mobile number.
​
It is essential not to pack too many heavy goods into one box. If you can’t reasonably lift it yourself, this is considered overweight.
​
The boxes should be stacked within your checkout zone until completing the packing.
Once completed, the boxes should be neatly stacked in the delivery zone outside. If this is during a busy period, please get a member of staff to take it out for you.
​
Do not start to serve another customer until the delivery boxes have been taken outside to the delivery zone, or you have arranged by another member of staff to do so.
​
Ensure you always have enough black delivery boxes handy.
​
9. THINK 25
​
-
WHAT IS THE “THINK 25 RULE”?
The "Think 25" rule is a policy that is often used by retailers to prevent the sale of age-restricted products to minors.
The policy requires that any customer who appears to be under the age of 25 must be asked to provide identification to verify their age before making a purchase of age-restricted products.
​
-
SUMMARY:
When a customer approaches the checkout with an age-restricted product, such as alcohol or tobacco, and appears to be under the age of 25, you must ask for identification to confirm their age.
Acceptable forms of identification include a passport, driver's license, or ID card that features a holographic mark or a PASS (Proof of Age Standards Scheme) logo.
If the customer is unable to provide valid identification, you must refuse the sale of the age-restricted product.
It is important that you follow this policy with all customers who appear to be under the age of 25, regardless of whether you believe the customer is actually underage or not.
The "Think 25" rule is in place to prevent the sale of age-restricted products to minors and to ensure that the business is complying with the law.
​
-
HOW WILL THE SYSTEM HELP STOP THE SALE OF AGE-RESTRICTED ITEMS?
Before completing any sale, the system will check in the background if the sale includes any age-restricted items.
If there are any restricted items, the system will pop up a warning that will have to be verified by the cashier or a member of staff.
This will also work on self-checkout and will have a "call operator" button to alert the self-checkout manager.
Before verifying any age-restricted sale, ensure that you follow the "Think 25" policies.
10. RETURNS POLICY
​
-
GENERAL RETURNS
On general returns, the customer should be asked for a receipt and can then get an exchange or a full refund.
If the customer does not have his receipt, the manager should be contacted unless the return is less than £5.
Fridge or freezer items are strictly not refundable.
-
ACCIDENTALLY DAMAGED OR BROKEN ITEMS
If a customer makes you aware of an item, they or their child have accidentally damaged, advise them that they do not have to pay for it, and where applicable get a member of staff to clean it up immediately.
-
OUT OF DATE GOODS ETC.
If a customer returns an item due to being out of date, unripe etc, apologise and offer them a replacement or a full refund on the item[s].
-
WINE RETURNS
If a customer wishes to return an opened wine bottle due to concerns about its quality, you should consult with the wine department. You can also ask your manager to assist with this process.
​
​
11. KEEPING YOUR AREA CLEAN
​
Ensure there is always a pen handy in your workspace. No other items should be on the desk at any time. This includes scraps of paper and discarded receipts.
After a customer has left be sure to remove any loose/opened bags from the packing area.
No flyers or leaflets, other than shop flyers may be placed at the packing area or work desk. Any members of the public wanting to leave flyers or hang up notices should contact the shop floor manager directly.
Ensure there are adequate carrier bags available to the customer.
​
12. GENERAL
​
If you are unsure about anything in this handbook, please ask the Shop Floor Manager.
Not following the rules and procedures of the Checkout Staff Handbook is a breach in your employment contract, and may result in terminating your contract.
