Jason Norton
Mary Hall
Sam Elliott
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Our Mission
Kudler Fine Food's mission is to provide customers the
finest in selected foodstuffs, wines, and related
needs in an unparalleled consumer environment.
Our selections, coupled with our experienced, helpful
and knowledgeable staff merge to offer each
customer a delightful and pleasing shopping outing.
We will provide this service because we "shop the
world" for our products, purchase only the finest of
products are highly selective in acquiring our team
members, and will go to extensive lengths to ensure
that Kudler is the purveyor of choice for customers
aspiring to purchase the finest epicurean.
 Training
Needs: Goals & Objectives
 Work Setting Analysis
 Pre and Post Assessments
 Instructional Learning Materials
 Course Outline & Delivery Methods
 Conclusion
 References
 Goal
#1: Accurately access the cashier
machine and use barcode reader, input
prices, delete prices, give back accurate
change to the customer.
 Goal #2: Provide excellent customer service
in person, via the phone, or via the Internet.
Goal #1
 To review training manuals for NCR RealPOS 30
Operating System
 To identify the components of the NCR RealPOS
30 Operating System
 To identify external components such as the
barcode scanner and weight machine
 To train cashiers on using the NCR RealPOS 30
Terminal and change out printer paper
 To review store guidelines, rules, and regulations
 To evaluate proper money handling and
transaction
Goal #2
 To review training manuals for being a
cashier
 To evaluate work attendance and absence
 To evaluate safety procedures
 To test basic math skills
 To evaluate customer satisfaction and coworker adhesion
 Kudler
Fine Foods is a gourmet specialty food
store located in the San Diego, California,
with three locations: La Jolla, Del Mar, and
Encinitas. Each store is in a retail shopping
center, which carries domestic and imported
foods.
 Number of Employees: Total of three
cashiers and three supervisors.
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Operate the NCR RealPOS 30 terminal and equipment
Basic math skills
Need to lift heavy packages often up to 25 pounds
Bagging and scanning items
Excellent customer service
Knowledge of store products and placement
Assisting customers to find products readily
Answering a customer with proper telephone
etiquette
Maintain his or her work space
Come to work on time
Never be afraid to ask questions
Pre Assessment
1. A customer comes into the Kudler store and slips on a wet floor. What should you do as a
Pre Assessment cont.
5.
If you have downtime and there are no customers present, what can you do to stay
cashier when you seen or heard the accident?
busy?
a. Attend the person immediately asking if he or she is ok.
a. Clean your area
b. Notify the supervisor or manager
b. Put up stock
c. Call 911 if the person is injured.
c. Become familiar with the store's products
d. all of the above.
d. All of the above
2. If the customer gives you a $20.00 for an item that cost $10.50, how much should you
return to him or
6.
her?4
_________________________________________________________________
a. $10.00
b. $9.50
True or False The customer is always right. Explain your answer.
_________________________________________________________________
7.
If the bagger is not present to do his or her job, what should you do to perform
c. $2.50
your job proficiently in spite of the bagger not being present?
d. $0.50
a. bag the items
3. It is ok to call out of work for sickness or emergency, but how much time in advance
b. Ask the customer to bag the items
should you notify your supervisor?
a. Call the manager the next day
c. Wait for the bagger
8.
If the store has a product on sale and the store ran out of that particular item, what
b. Don't need to call the manager, she will understand
should you do?
c. 2 hours before work starts
a. Call a manager
4. The customer has a large heavy bag in her shopping cart, what is the best action?
b. Tell the customer that the store has run out of that item in stock
a. Assist customer in lifting the bag.
c. Check to see when there will be another delivery
b. Take the portable barcode scanner and scan the bag while in the buggy.
d. All of the above
c. Have the customer lift the bag to the counter, especially if she is an elderly lady.
d. Both a and b
Post Assessment
1.
 Cashier
A
According to the graphic, identify these components.
a. ____________________________________________
b. ____________________________________________
c. ____________________________________________
2.
B
C
According to the graphic, identify this external component and what is its function.
a. ____________________________________________
3.
In this picture what is this cashier doing?
a. Bagging produce
A
b. Weighing produce
c. Testing for texture of the produce
d. None of the above
4.
What should you do if the printer runs out of paper?
a. Call the manager.
b. Replace the paper yourself.
c. Call technical support
d. All of the above
5.
What should you do if your terminal is no longer working?
a. Refer back to the manual
b. Call your manager
c. Ask the customer to help you
d. Both a and b
6.
True or False Is it ok to keep that extra penny for yourself when the customers says, “It’s ok, keep the change?”
Explain your answer
_________________________________________________________________________________________
_________________________________________________________________________________________
7.
True or False When your shift is up, is it ok to turn off your terminal. Explain your answer?
_________________________________________________________________________________________
_________________________________________________________________________________________
identifies
equipment
 Cashier
explains what
he or she
would do in
situations
 Test identifies
honesty and
ethics on the
job
Individual training and testing is given at each Kudler store:
I.
The cashier will be given a pretest to evaluate basic math and
customer relations skills.
II.
The cashier will train on the cash machine and then be given
post-test to see if he or she can meet all of the performance
objectives.
III.
The cashier will be notified of his or her scores.
IV.
Employees who do not pass will have the opportunity to go
back and retake the test.
V.
Next is the overview of the operating system and its hardware,
followed by training with the Kudler Fine Foods manual for
cashiers.
VI.
An employee manual and NCR RealPOS30 manual is given to
employee.
VII.
A post-test is given on the reading materials and hands-on.
VIII.
Strengths and weaknesses are evaluated among the trainees.
These are some other suggestions that Kudler may use to
measure customer satisfaction.
 Customer Service Comment Cards: The customer service
comment cards may have a section in which it allows the
customer to make complaints about the store or its
employees.
 Questionnaire or surveys: These could be used to receive
feedback of the products and services that Kudler Fine
Foods has to offer and how satisfied the customer was with
his or her visit to the store or website.
 Contact Log: Keeping a contact log of all customer issues
help managers determine if there are problems with a
particular service, employee, product, or technical issues
with the website, etc. Having the customer service
department fill out this information in detail over the
phone is vital to get to the core of the problem.
 1Mission.
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Retrieved January 14, 2010 from
https://ecampus.phoenix.edu/secure/aapd/cist/vop/Busi
ness/Kudler2/intranet/index.htm
2 NCR RealPOS 30. Retrieved January 14, 2010 from
http://www.scansource.com/Products%20and%20Promotio
ns/Manufacturer/Family.aspx?pl=NCR%20RealPOS%2030%20
POS%20Terminal
3Office of Special Education and Rehabilitative Services
(ED), Washington, DC. (1985). Math on the Job. Cashier.
Retrieved January 17, 2010
http://www.eric.ed.gov/ERICWebPortal/search/detailmini
.jsp?_nfpb=true&_&ERICExtSearch_SearchValue_0=ED26343
1&ERICExtSearch_SearchType_0=no&accno=ED263431
4Job Scanz.com (2007). Casher Math Test Retrieved
January 17, 2010.
5Aptitude tests. Retrieved January 21, 2011 from
http://www.jobscanz.com/aptitude_tests.aspx#bottom