CONFIRMED
BY DIRECTOR'S (Arunas Joncas) ORDER
JSC "TOMAS GOLD"
February 3, 2020
JSC "TOMAS GOLD"
OFFICIAL INSTRUCTIONS
SELLER-CASHIER
1.
Position
Seller - cashier
2.
Submission
2.1. The seller-cashier is subordinate to the
commercial director (hereinafter referred to as the director or manager) and
the seller-curator.
2.2. The seller-cashier does not have direct
subordinate employees.
2.3. In the absence of a cashier-seller
(holidays, illness, etc.), he is replaced by other cashier-sellers (sales-curators)
working in the company.
2.4. The seller - cashier replaces other salespeople - cashiers (salespeople - curators) who work in the company's stores, during vacation, illness or other cases when they do not go to work.
3. General
requirements
3.1. A cashier-seller is a person who has a
professional or higher education, practical experience in trade, trained in
communicating with people and working with a computer.
3.2. The seller-cashier must be correct and
polite, have excellent communication skills, be able to flawlessly convey
information to the buyer, be able to independently solve various issues of
customer service, the sale of goods and the organization of the store, focus on
working situations, continuous improvement, self-confidence, respect to their
managers and colleagues, loyalty to the company and proper representation of
its interests inside and outside the company.
3.3. The seller-cashier is a financially
responsible person.
3.4. The cashier-seller must be able, know and
understand:
3.4.1. company history;
3.4.2. assortment, classification, properties,
use, purpose of the goods sold, their advantages and all information related to
the sale of goods;
3.4.3. exclusivity of the goods sold by the
company on the market;
3.4.4. National language;
3.4.5. customer service;
3.4.6. communication etiquette;
3.4.7. technique of active sales;
3.4.8. office work requirements;
3.4.9. registration of accounting and cash
documents;
3.4.11. methods of checking banknotes;
3.4.12. packaging and labeling of goods;
3.4.13. retail prices of goods;
3.4.14. retail regulations;
3.4.15. rules of return, exchange and
acceptance of goods for repair.
3.4.16. principles of design of a sales area
and shop windows;
3.4.17. placement of goods in the shopping
area;
3.4.18. inventory taking;
3.4.19. preparation and crediting of money to
a bank account;
3.4.20. work with a cash register, computer,
equipment for scanning goods and other equipment used in the store;
3.4.21. labor protection and fire and other
safety requirements;
3.4.22. Working order and rules;
3.4.23. internal company rules, instructions,
orders, procedures, instructions and other documents that are associated with
the organization of retail trade in the company, store and with the performance
of the functions of a seller-cashier;
3.4.24. store sales plans for specific periods
(day, week, month, quarter, etc.);
3.5. The seller-cashier must be able to safely
and correctly, i.e. without harming yourself, others and company property, use
the equipment that is in the store.
3.6. In his work, the seller-cashier must
comply with the laws and regulations of his state, government decrees and other
legal acts related to his work, internal procedures, orders of the director,
instructions of the head or manager of the department and these job
descriptions.
3.7. The cashier-seller must come to work, work and complete the work according to the work schedule at the time set for him. The total duration of breaks granted to an employee during a working day may not exceed 1 hour. Breaks are planned based on when the flow of buyers is at its lowest. The seller-cashier cannot leave his workplace from
3.8. The seller-cashier must notify the
immediate supervisor of being late for work, absence from work due to illness
or other important reasons before the start of the planned work (preferably at
least 2 hours before the start of work). The employee's temporary incapacity
for work must be confirmed by a certificate of incapacity for work issued by a doctor.
Note: absence from work without good reason
for a full working day (shift) is considered a gross violation of labor
discipline according to state legislative acts. The employer has the right to
terminate the employment contract without prior notice to the employee, even in
the event of a one-time gross violation of labor discipline.
4.
Obligations of the employee (job responsibilities)
4. Seller - cashier:
4.1. starting work, prepares the workplace
(cash register, retail space), checks inventory and equipment suitability for
use;
4.1.1. after turning on the cash register, it
checks the correctness of the date and time printing, so that all the details
on the receipt are clearly visible. If violations are found, immediately
notifies the manager;
4.1.2. checks whether the actual amount of
money in the cash register corresponds to the amount indicated in the fiscal
daily report ("Z" statement) that is inserted into the cash register
and indicates the actual balance of funds for the previous business day;
4.1.3. makes sure that there is enough money
in the cash register for trading;
4.2. all sales in the store are made only in
euros and are recorded at the checkout;
4.3. immediately informs the manager about the
failure of the cash register;
4.4. in case of failure of the payment card
reader, immediately informs the manager about it;
4.5. in the event that the store does not work
during working hours - on its door or in another visible place, hangs / puts a
sign (clock) informing when the store will open.
4.6. serves customers in the store and at the
checkout, in accordance with the company's internal documents and these job
descriptions;
4.7. does not sit if there is at least one
customer in the store or near the windows;
4.8. greets each approaching customer with a
friendly look and a smile or a nod and a smile. If possible, greet with the
words "good afternoon", etc .;
4.9. when there are customers in the store or
at the windows, he devotes all his attention and time to them;
4.10. finds an approach to customers in the
store, politely finding out their needs and helping to choose the right
product;
4.11. provides buyers with information about
products and their properties;
4.12. after selecting products that meet the
needs of the buyer, offers additional and related products;
4.13. offers customers news of the assortment;
4.14. provides buyers with detailed
information about the store's exclusive offers, promotions, discounts.
4.15. speaks positively about the company, its
range, team;
4.16. when the buyer refuses to help in
choosing a product, he walks away, saying: “I will be there if you need
something,” “Ask if you are interested in something,” etc., is nearby and
provides all conditions for the client comfortably, safely inspect and select
the product, as well as, as necessary, receive all the information or advice of
interest;
4.17. when servicing a client at the checkout,
he clarifies whether the client has chosen all the products that interested him
and offers to purchase goods for the care of the products: cleaning products,
wipes;
4.18. takes into account the total cost of the
purchase at the cash register;
4.19. individually offered discounts are
agreed with the direct manager prior to their application.
4.20. accepts money from the buyer, gives
change and presents to the buyer a cashier's receipt, draws up an invoice if
necessary;
4.21. after paying with a credit bank card,
returns the card to the buyer and at the same time presents the cashier's
check;
4.22. packs the product, attaches a jewelry
care advice card, and hands it over to the customer.
4.23. does not leave the buyer alone at the
checkout while he picks up his purchases;
4.24. says goodbye to the buyer, wishing him a
good day, etc.
4.25. a customer who has not chosen anything,
asks which products of interest he did not find in the store;
4.26. at the direction of the head, takes
action to increase sales and attract customers;
4.27. always demonstrates respect and
dedication to the client;
4.28. additionally draws the attention of
buyers to the goods, sales of which are promoted, to valid promotions;
4.29. records, systematizes and provides
information to the manager about proposals, wishes, comments of buyers;
4.30. immediately informs the manager about
customer complaints or conflict situations;
4.31. performs other assigned tasks related to
customer surveys, analysis of their flows, recording sales figures, etc .;
4.32. fulfills the established sales plans,
knows the intermediate results of the planned plan - how much has already been
completed, how much remains to be done;
4.33. implements the established action plans,
controls the interim results of the planned plan;
4.34. trains new salespeople - cashiers:
introduces the practical nature of work, advises;
4.35. prepares reports on personal and store
performance indicators;
4.36. participates in projects aimed at
improving the efficiency of the store, makes appropriate proposals and prepares
conclusions.
4.37. accepts goods, checks their weight and
markings, correct assembly, prepares them for sale, cleans them if necessary,
puts them on shelves or other commercial equipment, as specified in separate
instructions, procedures or other company documents, as well as in this job
description;
4.38. immediately informs the manager about
defects in goods and products, draws up their return documents;
4.39. guarantees that goods of unsatisfactory
quality do not go on sale;
4.40. checks, controls and immediately informs
the manager and the person responsible for the supply of goods when the stock
in the store is insufficient for trade;
4.41. in the prescribed manner draws up
additional orders for goods from the company's warehouse;
4.42. prepares for promotions in accordance
with the instructions;
4.43. organizes the placement of goods in
accordance with the instructions;
4.44. guarantees that the information
identifying the product (label, price tag, etc.) is correct, clearly visible
and does not mislead customers;
4.45. guarantees that when selling a product,
a barcode corresponding to this particular product is scanned / entered into
the cashier;
4.46. draws up the sales area and showcases
with advertising information about the goods being sold, the services provided,
and the current discounts;
4.47. decorates the sales area and showcases
in accordance with the instructions;
4.48. maintains order in the store, cleans
shelves, stands, other commercial equipment, showcases and goods in them;
4.49. guards and looks after the goods and
other property of the company located in the store;
4.50. goods for their own needs, during
working hours, in the store where they work, the seller-cashier acquires only
after agreeing with the immediate supervisor;
4.51. takes measures to prevent theft:
4.51.1. noticing that the buyer put the goods
in his purse or otherwise hid it and, without paying for the goods, intends to
leave the store, the seller politely informs the buyer that he noticed how he
hid the goods and therefore asks the buyer to show his personal belongings;
4.51.2. if, after checking the client, the
suspicions of theft are confirmed, the seller calls the police, signs a
statement and a protocol on the confiscation of the goods.
4.51.3. if the buyer refuses to show personal
belongings, the seller-cashier does not object to his decision and calls the
police or the security service.
4.51.4. If the charges are not substantiated,
please kindly apologize to the buyer for the mistake.
4.51.5. if the seller-cashier suspects that the
product (s) has been misappropriated by an employee of the company,
immediately, while the suspect is still in the store, informs the manager of
his suspicions and, takes care that the suspect does not leave the store until
the manager appears. The manager or another person authorized by the company
has the right to check the personal belongings of the employee (if the employee
refuses to show his personal belongings, the police are called).
4.51.6. if, after checking the employee by the
manager or another person authorized by the company, suspicions of theft are
confirmed, the police will be called, a statement and a protocol on the seizure
of the goods are signed;
4.52. monitors the work form, carries the
employee's identifier. Use other advertising attributes in accordance with the
instructions;
4.53. takes care of the image of the company
and himself as a representative of the company;
4.54. checks the received banknotes, working
with the cashier. If counterfeit money is found, informs the manager;
4.55. accepts money, their accounting and
safety in accordance with the rules of cash accounting;
4.56. fills out the cash book and other
documents;
4.57. checks that the amount of money
corresponds to the readings of the cash register;
4.58. prepares documents for collection of
money;
4.59. withdraws money in accordance with the
procedure established by the internal documents of the company;
4.60. conducts an inventory of goods and
prepares the relevant documentation;
4.61. at the end of the working day, prints
out the necessary reports, fills out the cash book, makes sure that the actual
amount of money in the cash desk corresponds to the amount indicated in the
cashier's report;
4.62. at the end of work, it leaves the cash
register program, tidies up the cash register area, turns off electrical
appliances and other equipment, except for the modem, cash register,
surveillance camera;
4.63. at the end of the work, he puts in order
the trading area:
4.63.1. puts all the goods in the safe. If the
store has safety shutters, the goods are collected in the safe only if the
shutters are down;
4.63.2. locks shop windows;
4.63.3. if the safe is with a combination
lock, it must be locked;
4.63.4. the last person leaving checks whether
there are people left in the store and in the back rooms, closes the store,
activates the security systems of the premises and property;
4.64. immediately notifies the manager of any
security failures.
4.65. at the end of the month, make sure:
4.65.1. all documents signed and issued within
a month, together with all trade reports for the past month, were transferred
to the company's administration by the 5th day of the current month, including:
acts of issue, transfer, return of goods,
delivery and return invoices,
pawnshop documentation,
purchase documentation for precious metals,
acts of exchange of goods,
e-commerce documentation,
Gift certificates.
4.65.2. all purchased precious metals and all
goods that, according to the issued documents, must be transferred to the
company's warehouse, must be delivered to the company administration along with
the documents.
4.66. When buying precious metals, the
seller-cashier checks its sample with reagents and determines the exact weight
of the metal.
4.67. upon receipt of products from the buyer
for repair, the seller immediately notifies the administration of the company.
4.68. complies with the requirements for labor
protection, fire safety, property protection and other requirements with which
he was familiarized with the signature;
4.69. protects company property, work
equipment, documents and other information and does not allow access to them to
persons who are not employees of the company and / or do not have documents
confirming this.
4.70. does not provide any information to
outsiders without the express permission of the supervisor.
4.71. immediately informs the manager when
persons who are not employees of the company request access to the company's
computer, cash register, access to utility rooms or in all other cases when
persons entering the store pursue goals other than buying or inspecting goods
in the store hall;
4.72. without the direct permission of the
manager, the seller-cashier cannot provide any information to third parties and
allow access to the property, equipment of the company or the documentation of
the company (store).
4.73. performs in the process of work tasks
related to the direct duties of the seller-cashier, the tasks set by the head,
and the tasks specified in these job descriptions;
4.74. does not engage in any activity in the
course of work that is not related to the duties of the seller-cashier;
4.75. does not consume alcohol or psychotropic
(narcotic) substances during work;
4.76. it is prohibited to go to work and work
under the influence of alcohol or psychotropic (narcotic) substances;
4.77. protects, looks after, uses work
equipment correctly and only for work purposes (telephone, computer, cash
register, other work equipment);
4.78. works according to the time specified in
the work schedule;
4.79. makes sure that the doors of the utility
rooms are always closed;
4.80. does not use the product for personal
purposes;
4.81. participates in professional development
courses as directed;
4.82. applies in practice new knowledge,
acquired skills and constantly strives to improve the quality of his work;
4.83. performs tests, fills out questionnaires
and other documents aimed at determining the current level of knowledge and
skills of the seller-cashier;
4.84. prepares for and participates in
qualification / competency assessment interviews;
4.85. implements plans for the development of
qualifications (competencies) prepared for him;
4.86. strives to achieve the set goals;
4.87. evaluates, consults his colleagues,
gives advice, suggestions related to improving the quality of their work;
4.88. performs other tasks agreed with the
head;
4.89. implements other instructions,
procedures and procedures of the company related to the position held.
5. The
rights of employees in the performance of work functions
5. The seller-cashier has the right (is
obliged):
5.1. to require the provision of adequate and
timely information about his duties and tasks assigned to him;
5.2. require the immediate supervisor to
provide assistance (advice) in the performance of assigned tasks or in the
performance of assigned duties;
5.3. require the manager to provide the store
with the necessary stationery and household supplies, and on holidays - store
decorations.
5.4. immediately inform the manager of the
problems or assigned tasks, for the solution of which there is not enough
competence (knowledge, skills, etc.);
5.5. require company employees to verify their
identity and relationship with the company, issuing cash or other securities,
goods or other company assets, or providing access to the back rooms of the
store, etc.;
5.6. check the accuracy of the information
provided in the documents for receiving and issuing goods;
5.7. do not allow unauthorized persons to
enter the utility rooms;
5.8. do not allow unauthorized persons who are
not employees of the company and / or do not have a company employee ID or when
the seller-cashier was not informed about their arrival to the company's
computer, cash register, documents;
5.9. offer the manager ways to improve work
related to the responsibilities provided for in this job description;
5.10. immediately inform the manager of the
circumstances that do not allow the proper performance of their duties;
5.11. if it is noticed that the buyer has
misappropriated the item (s), i.e. if they do not pay for them and want to
leave the store, the seller has the right to ask him to show his personal
belongings. If an employee of the company is suspected of stealing goods, the
seller-cashier, while the suspected employee is still in the store, must
immediately report his suspicion to the manager, and in his absence - to the
head of the structural unit, and make sure that the suspected employee does not
leave the store before the arrival of the manager.
5.12. call the police or security service if
you find or suspect that customers or employees of the company have
misappropriated the goods, and sign the statement and the report on the seizure
of the goods.
6.
Responsibility of employees
6. The seller-cashier is responsible for:
6.1. for non-fulfillment or improper
fulfillment of the duties assigned to him (work functions);
6.2. for non-compliance in the company with
the laws of the Republic of Lithuania and internal instructions, procedures or
other documents;
6.3. for non-compliance or improper execution
of the instructions of the head;
6.4. for improper use of working time;
6.5. for violations of the order and security
of cash transactions;
6.6. for the correct and timely execution of
documents and the provision of information to the responsible employees of the
company;
6.7. for the safety of goods, equipment and
other property in the trading floor;
6.8. for violation of the order of customer
service;
6.9. for the discrepancy between the funds
received and the amount of goods sold and the readings of the cash registers;
6.10. for the disorder in the workplace and
unkempt appearance;
6.11. for violation of labor protection, fire
safety and property protection requirements.
6.12. for damage caused to the company and its
property, through their own fault or negligence
7.
Obligations of the employee when working in the company and when leaving the
company
7. The seller-cashier promises and undertakes: