• Bon Ton Associate Handbook Fines

Search Fine Jewelry Associate jobs. Get the right Fine Jewelry Associate job with company ratings & salaries. Fine Jewelry Sales Associate. Bon-Ton Stores – York, PA. Information for an ADAAA qualified disability please see Belk Associate Handbook for policy and procedures. ACCUR Recruiting Logo 5.0. Bread, beer & yeast The history of bread and cake starts with Neolithic cooks and marches through time according to ingredient availability, advances in technology. May 18, 2016. Instructions from The Bon-Ton Benefits Update Center. More information about this ACA provision. (e.g., how a part-time associate becomes eligible) can be found in the Associate Handbook and on. INFORMATION: Bon-Ton Benefits. Enrollment Center enrollappointments.com/bonton.

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1 Fine Jewelry Associate Handbook The BonTon Stores, Inc. Updated

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3 Welcome As Store Manager, I want to personally welcome you to our store. We want you to know you were selected because you demonstrated that you are a highly motivated and goal focused individual, have excellent communication skills, and have a talent for building relationships with customers. Not only will you be representing our store in the eyes of your customers, you will also be the resident expert for our fine jewelry vendor partners. Therefore, a high level of professionalism is required at all times. We want to provide you with a path to success. With the training you will receive, you will develop poise, confidence and knowledge of your area, which will enhance both your professional and personal life. You are responsible for reading and understanding the information provided to you in the Fine Jewelry Associate Handbook as well as the Associate Handbook. Both will provide you with a solid foundation on which to build your career with us. You will be provided with specific product training. The written materials that will be available, along with our computer based training, will enable you to provide the expertise your clientele will expect. Please feel free to ask questions. Any member of the Store Management Team is here to help you. We look forward to this being a long term business partnership with you. Welcome Aboard! Store Manager Date 3

4 RFJM Store Breakout Your contact for our company is available to answer questions and to help you drive business. Below is your contact name. Name: Phone # 4

5 Fine Jewelry Associate Handbook Acknowledgement Receipt In addition to the Bon Ton Policies and Procedures covered in the Associate Handbook, the associates in Fine Jewelry must read and adhere to the following policies. They have been implemented to help create a positive selling environment and to clarify Company policies which must be adhered to. I understand and agree that the policies and procedures in this handbook may be amended or revised at any time by the Company. Nothing in this handbook in anyway creates an expressed or implied contract of employment between Bon Ton and me. I have read and fully understand the following: I know that it is my responsibility to read and understand the following; please initial each category listed. Handbook updated Commission Compensation and Policy handout Fine Jewelry Procedures Dress Code & Grooming Standards Time Worked Off the Clock Schedule Guidelines Spot Counts Pre-Sale procedures Special Events/Trunk Shows Order Management Ringing a Fine Jewelry Commission Sale Transaction Shipping Procedures and Guidelines Spiffs and Contests Using Client Call Labels Fine Jewelry Policies Loss Prevention Policies Associate Ringing a Sale under another Associate s POS Number Fine Jewelry Damages Merchandise Transfers Pre-Sales Non-Monetary or Cash Awards Vendor Accommodations I have received and understand my responsibility to read the Bon Ton Fine Jewelry Associate Handbook which has been given to me and I understand, and agree to abide by the policies and procedures as defined in the Fine Jewelry Associate Handbook. I am aware that any violation of these policies and procedures may result in disciplinary action up to and including termination and I understand and agree that this version of the Bon Ton Fine Jewelry Associate Handbook supersedes all prior versions that have been issued. This Acknowledgment Receipt should be signed, dated and filed in the associate s file. Signature of Associate Date 5

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7 Table of Contents WELCOME... 3 RFJM STORE BREAKOUT... 4 FINE JEWELRY ASSOCIATE HANDBOOK ACKNOWLEDGEMENT RECEIPT... 5 A WORD ON SALESMANSHIP... 9 CUSTOMER FIRST MISSION... 9 FINE JEWELRY PRODUCTIVITY STANDARD... 9 ESTABLISH BEST PRACTICE FOR DRIVING FINE JEWELRY DAILY BUSINESS...10 KEY INITIATIVES:...10 Clienteling: Management: Fine Jewelry Training ASSOCIATE PERFORMANCE UPDATES AND APPRAISALS...12 FINE JEWELRY JOB DESCRIPTIONS...12 COMMISSION...13 FINE JEWELRY PROCEDURES...13 FINE JEWELRY DRESS CODE AND GROOMING STANDARDS...13 TIME WORKED OFF THE CLOCK...13 SCHEDULING GUIDELINES...14 RINGING A FINE JEWELRY COMMISSION SALE TRANSACTION...14 SHIPPING GUIDELINES...15 SPIFF & CONTESTS...15 USING CLIENT CALL LABELS WITH YOUR CLIENTELE FILES...15 FINE JEWELRY POLICIES...16 RINGING A SALE UNDER ANOTHER ASSOCIATE S ID NUMBER...16 FINE JEWELRY FULFILLMENT FORMS FOR SHOPPING SERVICE.18 FINE JEWELRY DAMAGES...18 MERCHANDISE TRANSFERS...19 PRE-SALES...19 REPORTING OF ASSOCIATE NON-MONETARY OR CASH AWARDS...26 FINE JEWELRY LOSS PREVENTION STANDARDS...28 FINE JEWELRY DEPARTMENT COVERAGE...29 FINE JEWELRY AUDITS...30 FINE JEWELRY REPAIRS...31 FINE JEWELRY RECEIVING FINE JEWELRY INCOMING RECEIPT SCANNING...32 FINE JEWELRY RETURN POLICY...33 FINE JEWELRY SIGNING PROGRAM

8 FINE JEWELRY SPOT COUNT PROGRAM...37 FINE JEWELRY KEY CONTROL...38 FINE JEWELRY VENDOR ACCOMMODATIONS...41 FINE JEWELRY TICKETS/UPC 41 FINE JEWELRY DEPARTMENT LISTING...44 LIST OF FINE JEWELRY DEPARTMENTS...44 FINE JEWELRY GLOSSARY

9 A Word on Salesmanship Take pride in your department and in your products. Take time to become familiar with the items you carry and where they are located. It should go without saying that your areas should be neat, clean, and attractively arranged at all times. Keep your counters clean and your cases filled. You can draw many customers simply by having an eye-catching, alluring display. Be friendly and courteous to your customers, and do not be afraid to make suggestions. Many people are not familiar with the range of merchandise and services we offer such as trunk show events, repair and battery replacement services or our jewelry care product line. It may help to regard yourself as an independent small business, and not just an associate of your store or of The Bon Ton. You are earning money in commission by selling your merchandise; the more you sell, and the more you attract customers and make them want to return, the more money you earn. It stands to reason that, in following good business practice, you are helping yourself as well as your store. We have created a fair, but competitive arena within our stores, to insure that each associate can promote his/her merchandise in a professional environment, creating equitable earning potential for all. The Bon Ton Stores, Inc. expects a high degree of professionalism from all its Fine Jewelry Associates, each of whom must adhere to the policies contained in this manual. We will not accept unprofessional behavior such as: Maligning other associates Falsifying or altering business and sales records Engaging in otherwise unprofessional behavior that is detrimental to the Company, any product lines, or other associates. Customer First Mission At Bon-Ton our mission is to ensure the Customer comes first. Customers should feel that they're shopping in a friendly environment and that we appreciate their business. Customers are treated with courtesy and respect and all Associates are empowered to make choices that manage to the spirit of this mission. Fine Jewelry Productivity Standard 1. We have developed productivity goals for SPH (sales per hour) for each store by department. These goals are based on plans and hours budgeted for each department in each store and include consideration for non-productive time. 2. Because fluctuations occur seasonally, we felt that measuring productivity based on an evaluation of monthly, quarterly, and rolling twelve months was essential to ensure we took into consideration all the possible events and seasonal fluctuations while at the same time ensuring that associates were not penalized on a single month s performance. 9

10 3. Other important measures such as Clientele Development, Credit and Solicitation will also factor into the overall scoring for both Counter Manager s and Associates. Productivity Measurement for Selling Associates: 1. Your sales per hour (SPH) are compared to the goal to arrive at a % to goal. This is then compared to the chart found in the Fine Jewelry Performance Update Instructions. 2. Step one is completed for RTD (rolling to date) and QTD (quarter to date). If the QTD for all fine jewelry sales are below a good, the Month should also be reviewed. 3. The overall rating will be based 100% on individual SPH % to Goal. 4. The Fine Jewelry Associate should ask their Manager for the productivity measurement rating scale. Details can also be found in the Fine Jewelry Performance Update Instructions. Productivity Measurement for Counter Managers: 1. Your sales per hour (SPH) are compared to the goal to arrive at a % to goal. This is then compared to the chart found in the Fine Jewelry Performance Update Instructions.. 2. The department s actual sales $ are compared to the department s plan sales $ to arrive at % to sales plan. This is then compared to the chart to determine the rating for the Counter Manager. 3. Steps one and two are completed for RTD (rolling to date) and QTD (quarter to date). If the QTD are below a good, the Month should also be reviewed. 4. The overall rating will be based at 75% on personal SPH to Goal and 25% on the total department productivity to Goal. (Actual Sales vs. Planned sales) 5. The Counter Manager should ask their Store Manager for the productivity measurement rating scale. The Productivity Reports PRSPRDAA for Fine Jewelry Sales Associates and PRSPRDAB for Counter Managers are available to reflect line sales to goal, total sales to goal, and counter sales to plan, so each month s, quarter s and rolling twelve performance can be seen at a glance and ratings will be automatically calculated. These reports will assist you in setting your goals that are reasonable to achieve and will help you drive sales. Establish Best Practice for Driving Fine Jewelry Daily Business Key Initiatives: Selling Basics: Each CM and Associate must know the counter daily sales goal provided on The One>CMG Tools>Fine Jewelry>Staffing and Scheduling. Each month, the daily sales goals and SPH goals will be posted for planning purposes. 10

11 Counter Managers are responsible for calculating individual daily goals for all associates based on the information provided. There are various daily and weekly tracking reports used to assist in the goal calculating process. We require all Counter Managers and Associates to use these as a normal part of your daily tracking and assist in helping you reach and exceed your goals. These reports will be provided through your Store Manager and Regional Fine Jewelry Manager. Credit Solicitation ask EVERY customer if they would like to use their store credit card and solicit new accounts using the Your Rewards benefits. Sell what you own. Maintain awareness of product availability. Suggest only available merchandise. Execute presentation standards and counter cleanliness. Execute visual calendar as directed by corporate visual calendar and guidelines. Clienteling: Each Fine Jewelry Counter Manager and Associate must maintain an active client file (Active clients are defined as those who make a minimum of 2 purchases per year and are contacted a minimum of 2 times per year. Purge files quarterly as needed to ensure all customers are active. The expectation is that you will add 25% of all purchasing customers to your client books. That s one in every 4 customers that you come into contact with throughout the week. Client Development is reviewed weekly and recapped on the department tracking reports. This information is reviewed by the Store Manager and Counter Manager weekly. Proper coaching will be provided for anyone needing further guidance. Ensure the customer signature is on orange approval sticker to contact the customer in the future. All client files are the property of Bon Ton and should remain in the department at all times. Management: All FJ CM s will have access to MIDAS to review daily goals and previous day s sales results. Remain actively engaged with each counter asking the following questions of the Associates: - What is your goal today? Where are you to goal? - What will you do to make your goal today? Review information daily from theone with CM s. Post into counter communication binder. Inspect FJ clientele activities. Conduct quarterly productivity reviews with each Fine Jewelry Associate (increase productivity reviews to monthly for Associates with performance issues). Develop Counter Manager ability to drive results through personal sales and coaching Fine Jewelry Associates.. Communicate barriers/issues with RFJM to develop and execute corporate strategies. 11

12 ELearning Modules Associate Training for Fine Jewelry Location of the Modules: Go to the One Click on CMG Tools from the column on the right side of the Main Screen Select Fine Jewelry Click on Fine Jewelry Training Click on Fine Jewelry ELearning Modules Clientelling Fine Jewelry Clientelling is available on the MP3 player assigned to the Fine Jewelry department. This should be reviewed by all new Fine Jewelry associates, but is available for review at any time. Associate Performance Updates and Appraisals As a new Fine Jewelry Associate you will receive a 60 Day Review and be given performance updates throughout the year. An Annual Performance Appraisal will also be given. Fine Jewelry Job Descriptions Fine Jewelry Job Descriptions are found on theone>main Navigation>Human Resources>Job Descriptions>Link to Job Descriptions>Stores>Selling>Fine Jewelry. INTENT AND FUNCTION OF JOB DESCRIPTIONS Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified associates are selected. They are also essential to an effective appraisal system and related promotion, transfer, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Additional functions and requirements may be assigned by Supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. 12

13 Commission The Bon Ton realizes the importance of having their products and merchandise promoted by welltrained and motivated individuals; therefore the Bon Ton pays commissions to full-time, part-time, and short-hour Fine Jewelry Associates. Commission payments are determined based on your individual net sales and added on top of base salary earned for hours worked. Net sales include sales minus returns and any deductions for commissions paid in error. Commission payments are included on your regular paycheck and itemized under a separate line. You should also receive a Commission Statement report with your paycheck that breaks down the detail of your commission earned. Your Human Resource Representative will provide you with the COMPENSATION AND POLICY ASSOCIATE HANDOUT for specific information on your commission plan. Please follow the chain of command if you have a problem with your commission. Associates need to bring any question on commission earned to the attention of the Store Human Resources representative within 60 days of the expected payment. The discrepancy claim should be presented in writing with supporting documentation. All inquiries regarding commission should be handled in a confidential and discreet manner. It is against Company policy to openly discuss wage and commission issues on the selling floor or among other staff members in the department. The Bon Ton reserves the right to change, amend, or eliminate the commission structure or plan in any area or location at any time. As noted above, commissions are not considered to be earned by an associate until certain deductions are made from the gross commission amount. Accordingly, commissions are not guaranteed earnings. If a commission plan is changed or eliminated, the Company reserves the right to handle each situation on a case-by-case basis. The Company is not obligated to replace lost commission earnings to associates if commissions are changed or eliminated. Fine Jewelry Procedures Fine Jewelry Dress Code and Grooming Standards Fine Jewelry Associates must adhere to the Bon Ton Dress Code and should realize the value of maintaining high grooming standards. The image you project will speak volumes about the department you represent and will enhance your ability to sell the merchandise. The wearing of your Name Badge is required for all associates and further guidelines for the Dress Code are provided in your Bon Ton Associate Handbook and on theone>the One Stop Shop>Procedures and Practices>HR Procedures>Black w/ Color Dress Code. Time Worked Off the Clock Fine Jewelry Counter Manager and Associates are not to perform work at home for the Company. Associates must be paid for all time worked. Associates may feel that they are doing the company 13

14 a favor by clocking out and continuing to work at the store or from their home, but this a direct violation of our policies and the Fair Labor Standards Act. Time worked includes not only time completing defined duties and responsibilities, but any other activities completed on behalf of the company such as ing customers, calling customers, addressing customer post cards, etc, from home or off the clock. If Fine Jewelry Associates are performing work at their home, approval needs to be given from their Store Manager and a Time Entry Correction Form will need to be completed by the Associate for the hours worked during this time and signed by their Manager. More information can be found on pay practices in the Associate Handbook under the Pay Practices section. Any non-adherence is a violation of company policy and can result in disciplinary action for the Fine Jewelry Associate. Scheduling Guidelines The retail business dictates the necessity for flexible scheduling and, as a condition of employment, we require all associates to be available days, evenings, and weekends (limited hours for some part time associates due to school, other employment, etc). This will enable us to provide consistent service to the customer and offer equitable opportunity to each associate. Scheduling & Vacation Guidelines are found in your Associate Handbook. Fine Jewelry Associate schedules are directly affected by five major events during the year. 1. Holiday Season (Christmas) 2. Valentine s Day 3. Mother s Day 4. Major Departmental Pre-Sale Events 5. Seasonal Effy Trunk Shows These events are critical to the Fine Jewelry business and all Fine Jewelry Associates will be scheduled as follows: Full time associates should be scheduled a minimum of 32 hours per week Part time Associates should be scheduled a minimum of 20 hours per week No Vacations are to be scheduled during the four major sales periods as outlined above or during other blocked out dates designated by management in advance. During these events, including pre-sell, we restrict vacations and require the Store Manager to approve all Personal Requests. These events offer the Fine Jewelry associates their peak earnings potential and your willingness to fully cooperate ensures your individual success as well as the success of the department and the store. Please see your Associate Handbook, for further information on scheduling practices, guidelines, and breaks. Ringing a Fine Jewelry Commission Sale Transaction When a Fine Jewelry Associate or Counter Manager has serviced a customer and is completing a transaction on the register, they are credited for that sale and will receive commission if eligible. This applies when selling products from their department. 14

15 Unless approval is given, another Associate or Counter Manager cannot use the Associate Credited function, enter another associate s number or re-ring the transaction on the register for their own benefit. This action is a violation of company policy (Associate Handbook, Associate Conduct Policy #29; deliberately restricting ones own productivity or that of other associates ) and is subject to disciplinary action up to and including termination. If you have a question on who should be credited for the sale, please see your Store Manager or other Senior Management for resolution of the issue. The policies we have established are designed to create a positive work environment for all. Our policies enable associates to know not only what is expected of them, but what they can expect from others. Shipping Guidelines Fine Jewelry Associates must inform customers who place orders that are to be sent, that a send fee will be charged for this service. The sends of Fine Jewelry orders are charged a fee based on the purchase price. All Fine Jewelry must be shipped UPS Ground. Within Order Management, orders over $50.00 are not charged a delivery feel. Orders sent using the send transaction on POS are all charged a fee. Spiff & Contests The vendors may occasionally offer contests and incentives/spiffs to boost sales and to help promote new products. Details of these contests and spiffs are posted on theone for the stores. The Details are found on theone>cmg Tools>Fine Jewelry. Our company as well as the vendors must abide by the IRS guidelines, therefore all contest monies are determined by the Fine Jewelry Business Office in conjunction with the vendors. They are processed through the normal payroll procedure. Only contests that are posted on theone have been reviewed by the Fine Jewelry Business Office and thus are considered approved. Using Client Call Labels with your Clientele Files Without question, Clientele files drive business. But in today s changing environment, we must manage these files differently than in the past. For this reason, Client Call Labels have been created. These labels provide our Associates with a tool to record the customer s permission to be contacted, by phone. By using this tool, with your Clientele file, you will maintain a positive relationship with our customers while ensuring we are in compliance with the Do Not Call laws. Whenever an Associate calls a customer from their existing Clientele file, the Associate must ask their customer if they can call them in the future. This question must be asked each time the customer is called. You cannot assume that your customer will always be willing to receive your calls. The Associate can simply ask their customer, at the end of their phone conversation, May I call you in the future? The Associate will be responsible for recording the customer s verbal consent on a Client Call Label (form # (10/03). Then affix the label to the clientele file card. This process will ensure we are in compliance with the Do Not Call laws and will demonstrate to the customer that we respect their privacy. 15

16 If a customer does not want to be called in the future, this should be noted on the customer s clientele file card. The Associate should ask if they would prefer to be ed. If the customer agrees, then the Associate can record the customer s for future contact. I give permission (Division Name) to call me at this (Customer Signature) Telephone number ( ) / / (Customer Number) (Date) (10/03) To maintain an active Clientele file is critical to the success of your business. By incorporating the Client Call Labels into our Clientele file program we ll ensure our customer s rights are protected under the requirements of the federal and state Do Not Call laws while maintaining a vital tool for driving business. Fine Jewelry Policies Ringing a Sale under another Associate s ID Number Company Policy has dictated the following guidelines for ringing a sale under another associate s number. The Policy is found on theone>main Navigation>Policies>Customer Service /Selling/Store Processes>Ringing another Associate s ID Number. SUMMARY: Bon Ton Policy PROHIBITS associates from ringing their own transactions or transactions for relatives. Policy also prohibits associates from signing onto the POS system using another associate s personal ID and PIN #. As outlined in the Associate Handbook these actions could result in disciplinary actions, up to and including termination of employment. In specific circumstances, associates may be approved to give sales credit to another associate by using the Associate Credited POS function. POLICY: I. Major Commissioned Promotions/Clinics A. The Store Manager is to assign an associate as a RINGER during major commissioned events. This is an approved specific circumstance and is only permitted during the timeframes approved by the Store Manager. 16

17 B. The approved RINGER signs on to the POS system using their personal Associate ID number and PIN number. Prior to scanning the merchandise the Associate Credited function key must be selected to enter the commissioned associate s number. C. The approved RINGER must be currently on the company payroll and have a valid associate ID number. II. Purchases made by an Associate s Spouse or other Discount Eligible Dependent A. The sales associate cannot process the sale as whereby they would be entering their own personal Associate ID number. B. Another associate must sign on to the POS using their personal Associate ID number and PIN number. The Associate Credited function is to be selected. C. Commissioned associates cannot receive commission on their own purchases. This includes personal pre-sell purchases. The Associate Credited function cannot be used to enter the purchasing associate s ID number. III. Ringing Commission Sales when the Original Commissioned Associate is Not Present A. During the ringing of commissioned pre-sell transactions, the associate selects the Associate Credited function and enters the associate ID number from the pre-sell document. IV. Ringing of HOLD merchandise items A. When an associate puts merchandise on hold for a customer and the customer returns to the store to make the purchase when the original sales associate is not there, another associate rings the transaction. The Associate Credited function is selected to enter the original sales associate s ID number. V. Shopping Service Customer Requests or Telephone Requests from One Store to Another Store Involving Commission Department Merchandise (Cosmetics, Shoes, etc.) A. Shopping Service Requests 1. When the Shopping Service associates receive a request for any commissioned department items they ring the sale as any other request by entering their associate s ID number. 2. Do not select Associate Credited in the transaction. 3. Commission is not paid on these transactions because a commissioned associate did not actively participate in the sale of the merchandise. B. Telephone Requests from the Shopping Service to an Individual Store 17

18 1. When the Shopping Service must call a store for a commissioned item to be sent to a customer, the commissioned associate locating the item and completing the sale transaction receives commission on the sale. C. Telephone Requests from One Store to another Store for a Customer 1. When a commissioned associate calls another store to locate an item for a customer, they provide their associate ID number to be entered using the Associate Credited function for the sale. 2. Commission is paid to the associate initiating the call for the customer and requesting the item be sent to the customer s home. Fine Jewelry Fulfillment Forms The goal is to fill as many orders as possible while still maintaining inventory control and not impacting the daily business Set up a time in the morning to fill orders Make sure you receive the Fine Jewelry Shopping Service Pick Form Double check all orders for accuracy and UPC information before filling and submitting to the Shopping Service Work with your store to have designated Shopping Service associates for Fine Jewelry LP or a 2nd associate to accompany the Fine Jewelry orders during peak periods. The Shopping Service must return the Pick Form with copies of the receipts attached within 24 hours Double check all receipts for accuracy in pricing and UPC entry Make sure all cancelled orders are returned immediately Any returns with all paperwork must also be returned immediately Monitor your daily sales using the Pick Form to reconcile your sales. Forms are available on theone>cmg Tools>Fine Jewelry Operations>Fine Jewelry Fulfillment Orders>Select tab for Shopping Service Tracking or Shopping Service Pick Form Fine Jewelry Damages All Fine Jewelry Damages must be processed according to the Fine Jewelry Damages Defectives Procedures. The Procedure is found on theone>cmg Tools>Fine Jewelry Systems Manuals>Fine Jewelry Damage Defectives Users Manual. Damaged/defective merchandise cannot be offered for sale at a discounted price to a customer. 18

19 The entire Damage Defective process for both Return to Vendor and Transfer to Corporate is completed using the computer at the Fine Jewelry counter through Citrix using the Vendor CB icon. The RF scanner is not used for these processes. Damages are submitted the last week of each month and notification of authorization to process will be posted as a Hot Topic. POLICY: I. Store Associates Responsibility for Damaged/Defective Items Found on the Sales Floor or Damaged/Defective Items Returned by a Customer A. A Fine Jewelry Damage Bag is to be completed and attached to the damaged/defective item. All information must be completed on the Damage Bag to include the Store # and Store Name. 1. Price tickets and source tags must remain on all damaged merchandise. Remove inventory control tags, ink tags or security labels. B. Accessibility to the barcode is needed for entering damages into the Damage Defective System. 1. The store must create a barcode ticket if one is not available on the merchandise item. C. The damaged/defective item is placed into the designated damage bin in the department s backstock area. D. There is no MOS (Mark out of Stock) of any Fine Jewelry merchandise. Merchandise Transfers Due to the risk of loss, merchandise transfers are not authorized unless you seek approval from the Corporate Fine Jewelry Office. Customer returns of fine jewelry merchandise not carried in your store s inventory will be transferred out at the direction of the FJ Operations Manager. Pre-Sales The company offers pre-sale promotions throughout the year to our customers. All pre-sale promotions must be approved by the Stores Administrative Team. The approved pre-sale promotions allow the customer to select and agree to pay for eligible merchandise in advance of the beginning day of the promotion. It is the responsibility of the stores to protect the customer s credit information while it is in our possession. We are permitted to record the information as long as the customer voluntarily provides it to us. 19

20 The Policy is found on theone>main Navigation>Policies>Customer Service/Selling/Store Processes>Pre-Sell Policy. SUMMARY: The Company offers pre-sell events throughout the year to our customers and associates. All scheduled pre-sell promotions must be approved by the Stores' Administrative Team. The approved pre-sell promotions events allow the customer/associate to select and agree to pay for eligible merchandise in advance of the beginning day of the scheduled store promotion. The Company approved Pre-Sell events include POS supported events (e.g. Fine Jewelry) and Non-POS supported events (e.g. Goodwill Sale, Semi- Annual Home Sale, etc.). Financial sale falsification is against Company policy. This is consistent with Human Resource policy as outlined in the Associate Handbook and could lead to termination. POLICY: I. POS Supported Events A. Tender Allowed for POS Supported Events 1. The accepted forms of tender for a POS Pre-Sell transaction are Private Label Credit Card (PLCC) and Third Party Bank Cards. Associates presenting a discount eligible PLCC card as tender receive their discount on the transaction. Associates presenting a Third Party Bank Card as tender do NOT receive their discount on the transaction. As an exception, associates without a PLCC or Third Party Bank Card may place items on hold through the first day of the sale. 2. Debit cards, checks, cash or any other cash-like tenders (including Gift Cards and Merchandise Credit Cards) are NOT accepted by the POS terminal as forms of tender for a POS Pre-Sell transaction. 3. Checks may NOT be held in the store to be used at a later date as the form of payment on a Pre-Sell transaction. A check may be written to purchase a gift card(s) to use for a Pre-Sell transaction. 4. A Gift Card may only be used as tender for a Pre-Sell transaction if the gift card(s) is for the exact amount of the purchase, including tax. 20

21 Gift cards are sold in denominations from $5.00 to $ If the purchase amount is over $ , multiple gift cards will need to be purchased. When a customer uses a Gift Card as the form of tender for a POS supported Pre-Sell transaction, the Non-POS Supported process of the transaction must be used. See Section II. B. Associates are not eligible for a personal Gift Card purchase to use as tender on a Pre-Sell transaction. B. Processing the POS Supported Pre-Sell Transaction 1. POS Supported Pre-Sell events will automatically appear in the POS once they are active. All events will have a start date (the first day Pre- Sell transactions may be rung) and an end date (the last day Pre-Sell transactions) may be rung. 2. The associate ringing the transaction selects either POS Pre-Sell Hold or POS Pre-Sell Send. 3. The customer receives the customer receipt. The record copy receipt is to be attached to the bag containing the merchandise. 4. A POS Pre-Sell purchase cannot be rung if the POS terminal is off-line. It is to be rung at another terminal. C. Securing the POS Supported Pre-Sell Merchandise 1. All merchandise bags must be placed in a secure area such as a safe or locked cabinet. 2. Shipping or pickup of merchandise begins on the first day of the scheduled store promotion. D. Requirements to Claim POS Supported Pre-Sell Merchandise 1. The customer is to present their copy of the Pre-Sell POS terminal receipt to claim their merchandise. 2. If the customer does not have the terminal receipt, they are required to provide valid photo identification and the credit card matching the last four digits of the account printed on the POS terminal receipt. E. Handling Unclaimed POS Supported Pre-Sell Merchandise 1. Customers are to be told when and where the Pre-Sell merchandise can be picked up at the time the associate takes the POS Pre-Sell 21

22 order. 2. The customer has 10 days from the first day of the scheduled store promotion to pick up the Pre-Sell merchandise that is on hold. 3. If the Pre-Sell merchandise is not picked up after the initial 10 days, the store calls the customer and informs them the Pre-Sell merchandise will only be held for an additional three (3) days at which point it will be returned to stock. 4. All unclaimed Pre-Sell merchandise after 14 days must be credited to the customer s account and returned to the sales floor. The credit is made to the account number used when ringing the Pre-Sell transaction. A copy of the return transaction receipt is mailed to the customer s home. 5. Associates without a PLCC or Third Party Bank Card who have merchandise on hold must purchase their Pre-Sell merchandise on the first day of the event. If the merchandise is not purchased on the first day, it is to be returned to the selling floor. F. Recording Customer s Pre-Sell Information in Clientele Files 1. When a customer places a Pre-Sell order with an associate, the associate may ask the customer if they would like to be added to a clientele file for future promotions. 2. If the customer agrees, the name and address (including address) and the merchandise preference can be recorded in the file. 3. Credit Card Account Numbers cannot be recorded in the customer s clientele file. 4. The customer must provide specific approval to record their telephone number in order to contact them for future promotions. 5. The associate should use the Client Call Label to record the customer s verbal consent to be contacted for future promotions. This ensures we are in compliance with the Do Not Call laws administered in most states. 6. Utilizing Cold Calling customers for any reason is prohibited. 7. Associates are prohibited from contacting customers from the clientele files for purpose other than notification of a future promotion within their specific department. 22

23 8. Sharing of clientele file information between departments is prohibited. 9. When the associate contacts a customer by telephone to solicit a Pre- Sell order, the same processing of the order is followed as if the customer was in the store. G. Customer Phone Request for Pre-Sell Order 1. The customer must designate if they want to pick up the Pre-Sell merchandise at the store or have it shipped to their home. 2. When the customer requests to pick up the merchandise in the store, a PLCC or Third Party Bank Card are the acceptable tenders. The customer must provide the Credit Card account number to allow the store to ring the POS Pre-Sell transaction. The card information must be destroyed and discarded when the Pre- Sell transaction is completed. 3. When the customer requests to have the merchandise shipped to their home, a PLCC must be used. If the customer requests to use a Third Party Bank Card, they must be instructed to contact the Shopping Service to place the Pre-Sell order. II. Non-POS Supported Events A. Tender Allowed for Non-POS Supported Events 1. The accepted forms of tender for a Non-POS Supported Pre-Sell transaction are Private Label Credit Card (PLCC) and Third Party Bank Cards. Associates presenting a discount eligible PLCC card as tender receive their discount on the transaction. Associates presenting a Third Party Bank Card as tender do NOT receive their discount on the transaction. As an exception, associates without a PLCC or Third Party Bank Card may place items on hold through the first day of the sale. 2. Debit cards, checks, cash or any other cash-like tenders (including Merchandise Credit Cards) are NOT accepted by the POS terminal as forms of tender for a Non-POS Pre-Sell transaction. 3. Checks may NOT be held in the store to be used at a later date as the 23

24 form of payment on a Pre-Sell transaction. A check may be written to purchase a gift card(s) to use for a Pre-Sell transaction. 4. A Gift Card may only be used as tender for a Non-POS Pre-Sell transaction if the gift card(s) is for the exact amount of the purchase, including tax. Gift Cards are sold in denominations from $5.00 to $ If the purchase amount is over $ , multiple gift cards will need to be purchased. Associates are not eligible for a personal Gift Card purchase to use as tender on a Pre-Sell transaction. B. Processing the Non-POS Supported Pre-Sell Transaction 1. The associate uses the Pre-Sell Sales Check (# ) to record a Pre-Sell order. 2. The customer must sign the Pre-Sell Sales Check. This certifies the customer s permission to ring this specific transaction on the charge provided. 3. The customer receives a copy of the completed Pre-Sell Sales Check. The store copy is attached to the bag containing the merchandise. C. Securing the Non-POS Supported Pre-Sell Merchandise 1. All merchandise bags must be placed in a secure area such as a safe or locked cabinet. 2. Shipping or pickup of merchandise begins on the first day of the scheduled store promotion. D. Requirements to Claim Non-POS Supported Pre-Sell Merchandise 1. The customer is to present their copy of the Pre-Sell Sales Check. 2. If the customer does not have their copy of the Sales Check, they are required to provide valid photo identification and the credit card matching the last four digits of the account printed on the Pre-Sell Sales Check. E. Handling Unclaimed Non-POS Supported Merchandise 1. Customers are to be told when and where the Pre-Sell merchandise can be picked up at the time the associate takes the Pre-Sell order. 24

25 2. The customer has 10 days from the first day of the scheduled store promotion to pick up the Pre-Sell merchandise that is on hold. 3. If the Pre-Sell merchandise is not picked up after the initial 10 days, the store calls the customer and informs them the Pre-Sell merchandise will only be held for an additional three (3) days at which point it will be returned to stock. 4. All unclaimed Pre-Sell merchandise after 14 days must be credited to the customer s account and returned to the sales floor. The credit is made to the account number used when ringing the Pre-Sell transaction. A copy of the return transaction receipt is mailed to the customer s home. 5. Associates without a PLCC or Third Party Bank Card who have merchandise on hold must purchase their Pre-Sell merchandise on the first day of the event. If the merchandise is not purchased on the first day, it is to be returned to the selling floor. F. Recording Customer s Pre-Sell Information in Clientele Files 1. When a customer places a Pre-Sell order with an associate, the associate may ask the customer if they would like to be added to a clientele file for future promotions. 2. If the customer agrees, the name and address (including address) and the merchandise preference can be recorded in the file. 3. Credit Card Account Numbers cannot be recorded in the customer s clientele file. 4. The customer must provide specific approval to record their telephone number in order to contact them for future promotions. 5. The associate should use the Client Call Label to record the customer s verbal consent to be contacted for future promotions. This ensures we are in compliance with the Do Not Call laws administered in most states. 6. Utilizing Cold Calling customers for any reason is prohibited. 7. Associates are prohibited from contacting customers from the clientele files for purpose other than notification of a future promotion within their specific department. 25

26 8. Sharing of clientele file information between departments is prohibited. 9. When the associate contacts a customer by telephone to solicit a Pre- Sell order, the same processing of the order is followed as if the customer was in the store. G. Customer Phone Request for Pre-Sell Order 1. The customer must designate if they want to pick up the Pre-Sell merchandise at the store or have it shipped to their home. 2. When the customer requests to pick up the merchandise in the store, a PLCC or Third Party Bank Card are the acceptable tenders. The customer must provide the Credit Card account number to allow the store to ring the POS Pre-Sell transaction. The card information must be destroyed and discarded when the Pre- Sell transaction is completed. 3. When the customer requests to have the merchandise shipped to their home, a PLCC must be used. If the customer requests to use a Third Party Bank Card, they must be instructed to contact the Shopping Service to place the Pre-Sell order. Reporting of Associate Non-Monetary or Cash Awards All non-monetary or cash awards, to include BonTon gift cards, earned by an individual associate must be reported to Payroll at the time of receipt for proper income tax reporting and processing. The awarded dollar/fair market value amount is added to the associate s earnings. This does not include Instant Credit reimbursement, awards presented by Loss Prevention or awards earned for Corporate initiated contests. These types of awards are reported directly to Payroll by the Division administering the individual award program. BonTon gift card awards to include Third Party gift cards provided directly to an associate from a vendor are to be sent directly to the associate s home and are not required to be reported to Payroll. The vendor is responsible for any tax related reporting requirements on these awards. SUMMARY: Gift Awards, except as noted above will be included in the associate s gross earnings. The Policy is found on theone>main Navigation>Policies>Financial Policies> Reporting Associate Non Monetary or Cash Awards. POLICY: 26

27 I. Associate Non-Monetary Awards A. A non-monetary award is merchandise with a dollar or fair market value attached to it and the associate has met specified requirements to earn receipt of the award. The dollar amount must be reported to Payroll for tax purposes. 1. An example would be a sales goal by store is established for a specific vendor. When this goal is reached or exceeded, individual associates are allowed to select a specified dollar amount of merchandise from the store s in-stock inventory. In this scenario, the dollar amount of the merchandise is reported to Payroll. 2. When a vendor provides a non-monetary merchandise award directly to an associate, it is not reported to Payroll for tax purposes. In this scenario, the vendor is responsible for any tax related requirements. B. Reporting the Non-Monetary Award to Payroll 1. The Associate Contest & Prize Report-Tax Purposes form is to be completed at the time the award is given to report it to Payroll. a. The form is on theone>main Navigation>Functional Area>Payroll>Payroll Forms>Special Pay Forms. 2. The amount paid column equals the current PLU price minus associate discount or the fair market value of the non-monetary award. a. Coupons cannot be applied/deducted from the price. 3. The form is to be completed for every associate who receives a nonmonetary award. This includes both non-exempt and exempt associates. All associates from one location may be listed on one form as long as the (H) hourly and (S) salary is clearly identified. a. Upon completion of the applicable information, it as an excel attachment to the address located at the top of the form. DO NOT SCAN the form and it to Payroll. II. Associate Cash or Gift Card Prizes/Awards A. All cash or gift card awards to an individual associate must be reported to Payroll at the time it is received. 1. The Associate Contest & Prize Report-Tax Purposes form must be used to report the award. This is the same form utilized for non-monetary awards. B. The following are excluded from submitting the Associate Contest & Prize Report to Payroll: 27

28 1. Instant Credit reimbursement is made to the associate directly through their payroll check. 2. Associate awards presented by Loss Prevention are reported directly to payroll for payment to associates through their payroll check. 3. Corporate initiated contests are monitored by the Store Administrative Office and reported directly to Payroll. 4. BonTon or Third Party gift cards awards provided directly to an associate from a vendor are to be sent directly to the associate s home. a. The vendor is responsible for any related tax reporting requirements on these awards. Closing Standards Fine Jewelry Loss Prevention Standards Merchandise should not be pulled prior to store closing. Pull all diamonds (including clearance). Diamonds should be the last cases pulled. Pull all precious (including clearance). Pull all semi-precious (including clearance). Pull gold chain regular stock only. Include Auragento if you have the safe space. Contact your Store Manager, RFJM and Fine Jewelry Operations Manager with any issues you may have with compliance. All safes, showcases, cabinets and drawers should be locked. All showcases covered with cloths (large, dark) unless you have shutter cases. Check showcases and floor for dropped or missed pieces. Opening Standards Merchandise should be in the showcases prior to store opening. Diamonds should be the first put out. All safes, showcase, cabinets and drawers should remain locked. 28

29 Basic Standards Keys should be signed out using the Key Log. A copy of the key log is on theone Stop Shop> Forms & Contacts>Forms D-I>Fine Jewelry Key Log Keep your keys on your wrist at all times. Do not leave keys in the showcase door when showing merchandise. Keys should be kept in the safe when not in use. Do not leave them in unlocked drawers by the register or on back counters. Do not sell from an open showcase. Close and lock the door after each item is taken from the showcase. Only show one piece at a time. The only instance that you may show more than one piece at a time is a set or another piece for comparison. If you are showing two pieces, on piece must remain in your control at all times. Do not leave merchandise unattended. Lock up all returns; do not leave them by the register. Have a secure, locked location for all deliveries and outgoing shipments. Do not take merchandise out of the department. Do not wear the merchandise. Complete daily spot count Promptly report any loss or theft to your Store Manager, Loss Prevention, RFJM and Fine Jewelry Operations Manager. Fine Jewelry Department Coverage Due to the value of the merchandise in the Fine Jewelry department, there should never be a time when the department is left unattended. The fine jewelry department is an area where training is necessary to be behind the counter. In addition to product knowledge and having the comfort level to sell a high end product, there are many security standards and daily tasks that are unique to this high risk business. Having someone trained and familiar with our standards will be less disruptive and keep sales moving in a positive direction. As a reminder, it is mandatory that anyone working in Fine Jewelry should have a full screening completed as part of the hiring process or at the time of transfer from another department. Should a Fine Jewelry associate need to step away for a moment, an SOD should be contacted to cover the department. If an SOD is unavailable, Loss prevention should be notified. Only a member of the management team should be allowed behind the fine jewelry counter to assist. This should not be used for normal coverage of breaks, but only for emergencies. 29

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