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Editor's Notes

• #3: Video games and Yugioh experience
• #4: Through my previous retail experiences, I believe that Toys “R” Us has done a phenomenal job w promoting their guest service. The differences between working here at Toys R Us and other retail stores was the emphasis on guest service. One of the things I noticed is that great guest service ties in with great employee morale. The happier the employees are, the better the guest service can be.
• #5: Through my observations in the Salem side by side store and my home store in Eugene, I immediately noticed the differences on how the GSL was being handled. Instead of using a formal structure of keeping one person in charge of the sales floor GSL process for a shift, at my store everyone is scheduled for at least one hour in having the opportunity to handle a GSL shift. This allows every team member to become more engage on the sales floor. This in turn can lead to improvement in product knowledge and better awareness of product location. More importantly, allowing opportunities for team members to GSL creates more guest interactions. This should lead to better metrics such as instant credits and higher GSAT scores.
• #6: Greet and Assist being #1 in the nation. The GSL process can help focus team members on the best ways to present various selling metrics. The GSL process can help team members become more comfortable when assisting guests on the floor and make the selling process more meaningful to them. (scripts) Some of the examples that our district has the GSLs working on are scripts which allows team members to gain confidence in presenting selling metrics. Selling metrics such as SOS, examples include SOS, focus on simple phrase that makes it easy for team members to suggest online sales options to customers. - phrase we use, let me check our inventory for you Other examples includes instant credit, using scripts to help mentor team members to become successful in getting guests to sign up. - Are you signed up for our Rewards Program, and are you going to take advantage of your rewards points today? If Yes Great, now let me show you how you can double those rewards points by 2 to 4 by simply signing up for our brand new R Us Credit card and you will start earning 4 points for every dollar you spend. So for every $125 in qualitifying purchases, you will receive $5 in Reward Dollars back, That will add up fast and by the way you will be saving 10% on these great items you are purchasing today with an all day shopping pass. If No…. Ok, so let me show you how you can start earning 4 points for evey dollar you spend going forward with out exciding new R us Credit Card. You will earn 4 points for every dollar spend so each $125 in purchases will earn you an additonal $5 in rewards dollars. They don’t expire, so you can continue to earn them and spend when you need them. And. You will save 10% with an all day shopping pass today. Let’s get started on that application., it is very fast and easy. Promoting of BEM (BPP), which our district can improve on (mention about Eugene’s success) - promoting BEM as an easy phrase to help cashiers remember to sell buyer protections with every qualifiying item, which is Battery, Electrical and Mechanical. My district is not the best in BPP, but we are working hard on BEM in order to achive great results. #1 in the nation in Promotion events such as toys for tots, Alex’s lemonade stand and etc.
• #7: Selling metrics such as SOS focus on simple phrase that makes it easy for team members to suggest online sales options to customers. The phrase let me check our inventory for you reminds the team member to walk the customer to a workstation and look up online options for merchandise assortments. All team members have to be comfortable with the follow up and know how to access SOS on the workstation
• #8: When I shadowed in Salem, I thought
• #9: Promoting BPP and BEM, Which our district can improve on buyer protection, the stores I was in are doing an outstanding on promoting BEM as a tool to sell buyer protections. The two stores do this by using BEM and the phrase on my slide to as a tool to help cashiers remember to sell buyer protections with every qualifying item, which is Battery, Electrical and Mechanical. My district is not the best in BPP, but we are working hard on BEM in order to acheive great results.
• #10: Toys for Tots, Alex’s Lemonade Stand, etc.
• #11: Individual performances using Angie as one example. Angie is a STAR team member in Salem, Oregon. She leads the store in guest service and selling metrics productivity in most if not all areas. She is a sort of cult hero in our district. During my observation with Angie from the Salem, I noticed how her positive energy helped the flow of the transaction with her guest. At first she offered the guest for a rewards sign up. Even after the guest decline, Angie was persistent in following the script and went into a well detail explanation of credit, buyer protection, batteries and then Alex’s Lemonade Children’s Cancer Fund. For her effort and persistence, the guest ended up making a $5 donation towards Alex’s Lemonade. That was not typical as often as she gets a lot more and has been known to get as much as $300 from a single customer in donations. Phrases connecting to childhood cancer as opposed a Lemon stand. (which in reality she did create her own lemonade stand and raised $216 in a span of 3 days) Children’s Cancer Fundraiser, connections
• #13: This is some recognition that Angie received from her store and the district for obtaining more dollar donations like herself than some ENTIRE store teams. In facts, Angie actually topped my store and 5 others in our district.
• #14: This is a picture of the Salem store’s individual store contest recognition for instant credits. Having the entire team buying into the thought process behind credit allows them to become motivated in pushing for instant credits.
• #15: This is an example of store tracking used by many stores in the district. It incorporates all of them various selling metrics and highlights individual performances. Comments and smiley faces are entered and no negative comments are ever used. This store uses inspirational quotes to get the team pumped up and perform at the highest level in all selling metrics. Jay’s Wall
• #16: I had the opportunity to spend the time with Jeffery Cleveland, the district’s General Electric manager in Salem. What impressed him was how this store uses recognition to drive great results. Management Team in this store (Salem) uses inspiration quotes along with recognition to make all selling processes fun and rewarding.
• #17: Key phrases, important point with each bulletin. A way to improve morale is to improve benefits and incentives for employees small way to keep people motivated, but also motivated!
• #18: Every store is focusing on team member engagement. In my store in Eugene, the team is taken a team member engagement survey and tried to make it meaningful on a daily basis with all team members. The store cant control pay and benefits, but they can control recognition and rewards. The team member engagement process that my store was using tries to make recognition and rewards real and meaningful to every team member in the store. Having better recognition will lead to better morale in the end. This image above shows one example of how recognition is presented in my store.
• #19: In summary, great morale leads to great results, great results leads to great recognition, great recognition leads to great morale and The GSL process involving as many team members as possible, teaches simple phrases that help team members become succesful. That success should lead to great results, great results should lead to great recognition and great recognition should lead to great morale, great morale leads to motivated team members, and motivated team members always improves sales and margains.