Family Video Employee Manual
By: Dallas Riddle
Table of Contents
iii
Table of Contents
Table of Contents ........................................................................... iii
Introduction ................................................................................... vii
Chapter 1: Clocking In and Out ...................................................... 3
The Importance ........................................................................... 3
Step One .................................................................................. 3
Step Two ................................................................................. 3
Step Three ............................................................................... 3
Step Four ................................................................................. 3
Side Note..................................................................................... 3
Logging into the POS Application .............................................. 4
Step Five ................................................................................. 4
Step Six ................................................................................... 4
Logging out of the POS Application .......................................... 4
Chapter 2: Performing the Daily Responsibilities .......................... 7
Summary ..................................................................................... 7
Customer Service ........................................................................ 7
Rule of Thumb ........................................................................ 7
Checking Out Customers ............................................................ 7
Step One .................................................................................. 7
Step Two ................................................................................. 7
Step Three ............................................................................... 8
Step Four ................................................................................. 8
Step Five ................................................................................. 8
Running Movies .......................................................................... 9
Step One .................................................................................. 9
Step Two ................................................................................. 9
Step Three ............................................................................... 9
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Family Video Employee Manual
Chapter 3: Pre-Processing, Processing, and Receiving New
Inventory ....................................................................................... 13
Overview ................................................................................... 13
Pre-Processing........................................................................... 13
Step One ................................................................................ 13
Step Two ............................................................................... 13
Step Three ............................................................................. 13
Processing ................................................................................. 13
Step One ................................................................................ 13
Step Two ............................................................................... 14
Step Three ............................................................................. 14
Step Four ............................................................................... 14
Receiving .................................................................................. 14
Step One ................................................................................ 14
Step Two ............................................................................... 14
Chapter 4: Completing Daily Tasks .............................................. 17
The “Tickler” ............................................................................ 17
How To ................................................................................. 17
Chapter 5: Using Your Ability to Work with Customers ............. 21
Overview ................................................................................... 21
Fee Reductions .......................................................................... 21
Incorrect Fees ........................................................................ 21
Correct Fees .......................................................................... 21
Rental Credit ............................................................................. 21
Giving the Credit................................................................... 22
Chapter 6: Opening and Closing ................................................... 25
Overview ................................................................................... 25
Opening ..................................................................................... 25
Step One ................................................................................ 25
Table of Contents
v
Step Two ............................................................................... 25
Step Three ............................................................................. 25
Step Four ............................................................................... 25
Closing ...................................................................................... 25
Step One ................................................................................ 26
Step Two ............................................................................... 26
Step Three ............................................................................. 26
Step Four ............................................................................... 26
Index ............................................................................................. 27
Introduction
vii
Introduction
Congratulations on your new position at Family Video. Here at
Family Video, we strive to offer the best customer service and
prices. This manual holds all of the information that you will need
to succeed in the customer service industry and become a great
asset to the company. This manual contains six chapters that cover
the following:






Clocking In and Out
Performing the Daily Responsibilities
Pre-Processing, Processing, and Receiving New Inventory
Completing Daily Tasks
Using Your Ability to Work with Customers
Opening and Closing the Store
Let this manual serve as a foundation for your career at Family
Video, but understand that not all situations have an easy fix. You
may have to interpret the instructions in this manual to fit the needs
of your current situation. Remember, always do what you can to
ensure that the customer returns.
Chapter 1
3
Chapter 1: Clocking In and Out
The Importance
Clocking in and out holds very high priority in your list of
responsibilities. Proper use of the punch clock ensures that Family
Video pays employees appropriately and that no employees log
suspicious amounts of hours
Step One
Set aside any unneeded personal belongings into an area
designated by your manager. This maintains a neat and uncluttered
work area, and prevents unnecessary distractions.
Step Two
Approach an unoccupied computer terminal and select the option
called ‘Punch Clock’ from the start menu. Allow a few seconds for
the ‘Punch Clock’ window to appear.
Step Three
Once the window has appeared, select the appropriate category of
work for today from the drop down menu in the top left hand
corner (unless otherwise stated by your manager, you will select
regular from the menu.)
Step Four
Next you will move your cursor to the text box in the top right
hand corner of the window and click into it. Once you have clicked
into the box, you will then type in your unique six number
employee id. Assuming that you typed in your id number correctly,
a line of text will show up on the ‘Punch Clock’ window saying
that you successfully clocked in.
Side Note
Congratulations on successfully clocking into work. At the end of
the work day you will need to clock out of the system before
leaving. To do this you will follow the exact same steps as
indicated above. Once you have done so, a line of text will appear
on the ‘Punch Clock’ window saying that you have successfully
clocked out of the system.
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Family Video Employee Manual
Logging into the POS Application
The POS application contains all of the necessary tools to checkout
customers and take payments. Without properly logging into the
POS application you will not have the opportunity to make any
sales or earn commission which clarifies why it must be done
promptly after clocking in.
Step Five
Open the start menu and select the option called ‘POS
Application.’ The POS application may take a minute to boot up,
but once it appears you will see a small text box that says login.
Step Six
You will use the same six number employee id that you previously
used to clock in. If done correctly the text box will disappear and
you can now start making sales.
Logging out of the POS Application
By simply pressing f2 on your keyboard you can logout of the POS
application at any time. If you hit f2 by accident, you will notice
that after logging out the same login text box appears again. To log
back in follow the steps listed above.
Chapter 2
7
Chapter 2: Performing the Daily Responsibilities
Summary
As an employee of Family Video, you have three primary
responsibilities that will make up the majority of job:



Customer service
Checking out customers
Running Movies
Customer Service
Customer service stands as the most important of your
responsibilities. Therefore, help customers with their needs before
seeing to your other responsibilities. Since not all customers have
the same needs, only one rule can apply to all cases.
Rule of Thumb
The customer gets what the customer wants (within reason of
course.) Use all of the tools at your disposal to ensure that the
customer leaves happy and will return to rent again. Chapter five
comprises a list of tools given to you as an employee.
Checking Out Customers
To make sales you will use the POS application discussed in
Chapter one.
Step One
On the computer, in the POS application, you will press f11 to
bring up the menu, and then using the arrow keys, select the option
that says ‘Customer Lookup.’
Step Two
A text box will pop up that will have sections for phone number,
first name, and last name. Ask the customer for the phone number
on their account and enter it into the appropriate text box and press
enter. If the customer cannot remember the phone number then you
can ask them for their last name followed by their first and enter
that information into the corresponding text boxes and press enter.
The computer will then display all accounts using the entered
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Family Video Employee Manual
information. Confirm the customer’s identity by saying something
like, “And you said the first name was James, right?”, or “And the
address on the account is on Main St.?” Then press enter on the
selected account.
Step Three
A window displaying all of the customer’s information, recent
rentals, fees, and credits will pop up. Use this screen to answer any
questions regarding the customer’s account activity. Once you
have answered any questions, press f8 to begin the transaction.
Step Four
The POS application screen will change to display a checkout
window. Now you will scan the barcodes on all of the items that
the customer has brought up to rent or purchase. Using the rate
sheet located on the counter next to the computer, you will ask the
customer how many nights they would like to rent the item for and
tell them the corresponding price. Using the arrow keys, go
through the scanned items to change the nights by pressing enter,
tab, the number of nights wanted, and then enter again (if the
customer wishes to buy the movie you will press f4 on the item,
enter the price to sell it at, and press enter.) Then press f5 to total
the bill.
Step Five
The screen will display the customer’s total (including any fees.)
Tell the customer their total and wait to be handed payment. If they
hand you a credit card or gift card just swipe it in the credit card
reader on the computer, press enter, and return the card. If the
customer pays with cash then press enter, enter the amount of cash
given to you, put the cash in the drawer, and return the indicated
amount of change. Finally press f6 to finalize the transaction and
ask the customer if they want a receipt. If they do, press f5 and
hand the customer their receipt. If they do not, then press f7.
(Make sure that you have removed all pins in the movies by
pressing the back of the case against the magnet and pulling the pin
straight off.)
Chapter 2
Running Movies
Keeping movies on the shelves of the store ensures that customers
will always have plenty of options to choose from. When running
movies, always run new releases first since they have the highest
demand.
Step One
Collect all of the returned movies and re-pin them by pushing the
red pins back into the cases. This ensures that the movies can’t be
stolen. Then make several manageable stacks on the counter next
to your computer.
Step Two
In the POS application press f11 and use the arrow keys to select
‘Dropbox.’ Next scan each of the barcodes on the movies in the
stack. Always double scan the movies to prevent unnecessary late
fees and unhappy customers.
Step Three
Arrange the movies into new stacks corresponding with which
section they belong in and take each stack and place the movies
behind the corresponding cases.
9
Chapter 3
13
Chapter 3: Pre-Processing, Processing, and
Receiving New Inventory
Overview
Pre-processing, processing, and receiving all together make up the
steps for getting new releases on the shelves.
Pre-Processing
Pre-processing contains several steps to get cases labeled and
barcoded so that the new movies can be processed when they have
arrived at the store.
Step One
Your manager will have already printed out all of the labels for the
new releases and placed your share into an envelope. Collect these
labels and gather the number of blank Family Video cases required
from the store room.
Step Two
Take the labels and apply them to the empty Family Video cases
according to your manager’s preferences (managers labeling styles
vary from store to store so don’t be afraid to ask.)
Step Three
Take the now labeled cases and place them in your stores
designated drawer until the new releases arrive.
Processing
Once the new releases have arrived at your store, you will then
follow these steps to process them.
Step One
Take the new movies and remove all wrapping from the original
case. Discard the plastic wrapping and any unneeded papers from
inside the case.
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Family Video Employee Manual
Step Two
Remove the DVDs or Blu-rays from the original cases and set
them into separate stacks. Then, stack up all of the now empty
cases.
Step Three
Collect all of the pre-processed Family Video cases for the
required movie. Next you will take each disc and place it into one
of these cases and place a red pin into the case. Create a stack of
the filled cases on the counter.
Step Four
Going back to the empty original movie cases, take out the ‘$2.59’
and ‘$3.49’ sticker rolls from the sticker drawer. Place a ‘$2.59’
sticker on all of the DVD cases and a ‘$3.49’ sticker on all of the
Blu-ray cases.
Receiving
Now that you have processed all of the new releases, you must
receive them into the store’s inventory.
Step One
Collect all of the processed movies and make several manageable
stacks next to your computer.
Step Two
Go on the POS application, press f11, use the arrow keys to select
‘Utilities,’ arrow down to ‘Inventory’, arrow down to ‘Receive
Inventory’, select ‘Auto process by Title.’ A new screen should
appear that has a list of new release titles. Select the desired title
and press enter. Scan each of the barcodes on the processed cases.
Once you have scanned them, press f6 to receive them.
Chapter 4
17
Chapter 4: Completing Daily Tasks
The “Tickler”
Every Family Video store has a ‘Tickler’ binder and it consists of a
list of all the extra tasks for you to accomplish when you don’t
have any other responsibilities. Next to each task you will sign off
that you have accomplished it. Due to the highly subjective nature
of the binder, I cannot list every possible task that the binder may
contain.
How To
Assuming you completed all other responsibilities, open the
‘Tickler’ binder and find the tab for the current day. Inside of the
section you will find a list of tasks that your manager has set for
you to finish. These tasks depend on the manager of the store and
can contain a variety of items, but usually just involve some form
of cleaning. Next to each task you can find instructions on how to
complete it. If in doubt on how to properly perform a task, feel free
to always ask your manager.
Chapter 5
21
Chapter 5: Using Your Ability to Work with
Customers
Overview
Throughout your career at Family Video you will encounter irate
customers who will demand this or that. Here you can find all the
tools at your disposal to please angry customers and keep them
coming back.
Fee Reductions
Nine times out of ten, the customer feels that they have unfairly
received a fee for whatever reason. You can easily fix this situation
using fee reductions.
Incorrect Fees
Apologize to the customer for the fee and ask them they will give
you the telephone number associated with the account. Go into the
POS application and bring up their account just as you did earlier
when you wanted to check them out. Once you have reached the
transaction screen you will see their current fees. Scan the barcode
for fee reductions located next to the computer. Type in the amount
of the fee’s that you wish to take off and then total it up and
finalize it just as you did when checking the customer out.
Afterwards have them sign the fee reduction sheet.
Correct Fees
If a customer complains about fees, but acknowledges that they
didn’t return them on time, you have the power to work out a deal
with them where you can either remove the fees completely or
have them pay just a portion. You will need to use discretion to
decide what each particular situation warrants.
Rental Credit
In some cases you will find that you or a fellow employee may
have accidently left the pins in a movie or in some way
inconvenienced a customer. Giving the customer rental credit can
ensure their happiness.
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Family Video Employee Manual
Giving the Credit
Use the same steps as listed for fee reductions, but instead of
scanning the fee reduction bar code scan the rental credit one. You
will then enter in the amount of credit you wish to give the
customer and finish it up the same way you did for the fee
reduction having them sign the rental credit sheet instead of the fee
reduction sheet.
Chapter 6
25
Chapter 6: Opening and Closing
Overview
After several months of working with Family Video, your manager
may want to give you a key and along with that opening and
closing responsibilities. These pose no real difficulty and with
practice you can easily master them.
Opening
Opening has fewer tasks to complete than closing, making it
somewhat easier.
Step One
Open up the store with your key and turn the alarm off using your
unique code given to you by your manager. Make sure that you
lock the door again to prevent anyone from entering before you
officially open the store.
Step Two
Turn on the computers and follow the steps from the chapter on
how to properly clock in.
Step Three
Count all of the money to ensure that you have the same amount
stated on last night’s closing sheet and log the amount into the
‘Tickler.’
Step Four
Run all of the movies in the drop box, and turn on the TVs and
store lights. These tasks will most likely take you up until opening
time to complete, so next you can unlock the doors and open for
business.
Closing
To close the store you will almost do the exact opposite of the
opening instructions with a few more in-between.
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Family Video Employee Manual
Step One
Lock the doors and turn off all unnecessary lighting and the TVs.
This will keep people from trying to come into the store.
Step Two
Run the entire drop box and finish any of the items listed in the
‘Tickler’ for that day.
Step Three
Go to the POS application, press f11, arrow over to ‘Accounting’,
arrow down to ‘Cash Out’, select print. While you wait for that to
print out you can stat to count the all of the cash and log it into the
‘Tickler.’ Once the paperwork has printed, check the amount of
cash you have with the amount the system says you should have. If
it does not match up indicate so on the ‘Tickler’ next to where you
logged the amount. (Depending on your managers rules and the
amount of money you have in store you may have to take a deposit
to the bank. If you need to then fill out a deposit slip and take the
money to the bank) Make sure to lock the cash inside of the safe.
Step Four
Be sure to clock out of the system as stated in Chapter one, and
then shut off all of the computers. Grab your belongings and turn
off any remaining lights. Next set the alarm and lock the door on
your way out.
Index
27
Index
drop box, 25, 26
fee reductions, 21, 22
POS, iii, 4, 7, 8, 9, 14, 21, 26
Pre-processing, 13
processing, 13
receiving, 13
Tickler, iv, 17, 25, 26