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RetailTraining

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We will be using this document to plan a written guide to doing retail at OCBC and a short training program for potential retail volunteers.

We have recently changed our policy for taking deposits on bikes that are not yet ready for sale: we don't anymore. If customers want to buy a bike they have a choice of what is ready to go. If they want to reserve an un-repaired bike they can volunteer or join as a supporting member, and we will work with them to find the best bike for their needs (no removing from LSR, though).

Supporting Membership is convertible to class payment so that cust. wanting to make a "deposit" will be encouraged to do so.

the jist is that we no longer offer "new bike shop" service for anyone who walks in, but just a safe-size bike that we have ready. More will require membership. Of course we will make sure they get a bike that is appropriate, and the right size, but will spend less time than Jim used to fitting then, as they learn that in their free class.

It is important that retail vols. not sell stuff that is not appropriate. The shopper survey will help answer this --

The shopper survey still needs refined. see google doc.
http://docs.google.com/Doc?docid=ddsxz4mm_21gcwdqq&hl=en (external link)
(this is not current with print version — peter, where is that?)

Fixing bikes to lower standards is an option to having more ready, but would subvert our stated goal of selling "safe and reliable" bikes.

Needs

Peter needs to finish register set-up, then provide training (video?)

Tag system is not finished, but tentatively:

Completed bikes have a price, and initials of worker on back of tag (front of tag will have tag #, size (e.g. 58/55)
If (when! — spring 2009) we get OCBC frame stickers this is an additional marker that bike is "finished".

There is a problem with tags being ripped off. Serial Number is the final check if bike is entered as long as Peter can make s/n field searchable with provision for errors.

Enjoy the Ride (8min.) video should be able to view on all computers. All computers could also have shopper survey monkey as well (can we get results of an individual survey?)

Minimum that volunteers who will sell bikes need to know:


1. Questions to ask (or how to interpret shopper survey) to determine customers needs (e.g. intended uses, mileage, price)

2. How to size (and explain ranges)

3. test ride policies

4. accessories we have and don't have

5. WYGWYB (what you get with your bike) info, other membership stuff

6. Enjoy the ride video for all?

7. Cash register (and deposit, Dbase profile, acc'y install, layaway, car-loading, other?) procedures (not to do necessarily, just to know)

these above will need a manual, training session schedule, task item, video?

2009.02.15 Task list notes:
Retail training quiz
Description

link to mods listed in tasks marked "R" , and on "Bikes" page (this is basic — if retail vols don't know what is on the web page, how can they know where to start if they ask, "have you looked at the web page?" and the cust. says EITHER yes or no?)

BIKES FOR SALE PAGE:
http://ohiocitycycles.org/index.php?option=com_content&view=article&id=14&Itemid=27 (external link)

All questions that retail vols need to know are answered in those sources?

1. survey answers

2. what payment do we accept?

get keys for test ride (or spouse) do 3s's, helmet policy?

road route? MTB?

do we take trades or buy bikes ? if so, how do we calculate price offered? if not, three reasons why not.

offer fitting? social ride

accessories packages — tools (or all?) are cheaper at A class? Self install

swap tires

loaners

wacth list: $40 Supporting membership, convertible to classes

fixed or ss or unispeed prices

install fenders? RAcks, tires?

enter cust. and bike info in computer before giving tag to staff and comment — ripped seat,etc and give final check?

how to load in car

new volunteer procedure

phone info

sidework - air floor tires and note, do preps? no greasy hands.... what is clean, easily dropped and picked up, and done by front door? Garden?


How measure PBH?

Bikes arranged East-west by price or <$200 / >$200 within style sections.

How do I earn a bike?

why not wallmart?

what do I get with bike?

Sell as is?

Layaway?

what if you don't know answer? (clipboard, like at vol. tabling events, not send them to jim. or just look on website!)

Donation procedures (where they go, how to fill out form, answers to ??'s)

New vol greeting/orientation

Member greeting/orientation


Here is Howard's outline for retail training:
A) Greeting People Coming In The Door; Customers and Members
1) Customers
a) If they come to donate
• If they did not bring the item/s in and it is in their car, ask them if they need help bringing it in.
• Thank them for the donation and give a BRIEF explanation of how their donation will help the co-op.
• Ask them if they want a tax donation form. If so, fill it out and thank them once again.
b) If they come to purchase bikes, parts, or accessories
• For Bike Purchase
 Follow steps in sections B through H below.
• For Bike parts
 Direct them to the area the specific parts they are looking for are at. If they need help, help them. If they know what they are looking for, you can leave them to find what they need; just let them know if they need any help, to ask and point out OCBC retail people to them. DO NOT LET THEM CLIMB LADDERS AND SUCH. If the box of parts they need is up high, YOU get it down (make sure you put it back when they are done). Also get tires down for them.
• For Accessories
 Show them the accessories they are looking for (lights, locks, racks, fenders, etc). If we do not carry the accessories they are looking for, then ask what area they live in and based on that, suggest a local bike shop near their home (map on shop wall).
2) Members
a) Find out if they’re here for volunteering, shop use, or to purchase something and then help and/or direct them to the purpose of their visit.
B) Questions To Ask To Determine Shopper’s Needs
(first ask if they have seen our “Bikes” website page, but don’t assume they read it carefully).
1) Did you have a particular style (road, mountain, hybrid, etc.) of bike in mind?
2) Where will you be riding and what kind of mileage?
a) If they answered they are looking for a certain style of bike and it doesn’t mesh with where they will be riding as well as their distances, suggest to them why a different style would be of benefit. Keep in mind, some people may be set on a particular style for whatever reason. If you encounter a shopper of this nature, show them what they want. Do not let your preferences of prejudices into the decision on what style of bike for what purpose. A few examples:
• Someone comes in looking to commute and asks for a hybrid, you are into road bikes. If their commute is 3 miles each way, there is no reason your road bike preference should be hammered into the shopper. Of course you can offer your thoughts, just don’t be a car salesman about it.
• Someone comes in looking for a bike to ride the towpath on and you’re into mountain bikes. On the hard pack towpath trails, a hybrid would be fine…even on the mountain bike trails right off the tow path (where they could get a ticket!).
b) Do not talk bad about the bikes we have, but cheaper ones won’t serve the needs of people who need dependability, efficiency, or a nice ride. Just because the bike they were eyeballing before you came up to them is the biggest piece of crap made, they may like it. What you can do is show them another bike and explain why it’s better than the bike they were looking at. For example, this bike has better wheels which will stay truer, it has better derailers which will stay adjusted much better and give you smoother shifting, etc. Do not say that the crap bike won’t shift well or anything bad about the crap bike.
C) How To Size Bikes – Do NOT sell or allow test rides on bikes that the customer can’t lift both tires off the floor when standing flat-footed over the frame. After that, to determine appropriate size, start with proper seat height: easiest way to get that close is put to your thumb on your waist and middle finger on your hip, and ask them to do the same: the seat top should be right between the two. If they can sit on the seat and just touch the ground with their tip toes (dfficult for those with poor balance), it’s very close… What “cockpit” size means, the range of frame sizes they’ll fit (larger is more upright, smaller is more aerodynamic), weight dist. and other issues.
D) Test Ride Policies
1) Give the bike a safety check. The procedure for this is on the back of the 3 doors on the work shop.
2) Security; get their car keys.
3) Helmet: Anyone under 18 NEEDS to wear a helmet, for anyone over 18, offer them a helmet. The helmets are to the left of the main entrance as you are leaving the building.
4) Where to ride:
a) Road Route
b) “Off Road Route”
E) What you get with your bike
1) Free Bicycle Basics class: fixing flats, basic maintenance, fit adjustments and safety check.
2) Free Bike check-over within the first year
3) Free Bicycle Driver’s Education introduction
F) Accessories:
1) Don’t forget to let the bike buyers aware that we have locks, lights, fenders, and racks. We can install the fenders and racks for a fee.
2) For anything else, refer them to a local bike shop in their area.
G) Co-op info
1) It’s important to keep this brief and to the point unless the shopper gives you an indication they want more details.
a) .
H) So they want the bike, now what?
1) Help the shopper enter their info in the computer.
2) Let the shopper know we accept cash, check, or they can use a credit card/ Let them know we prefer cash or check to avoid the credit card fees.
3) Bring the white tag from the handlebar to someone who can deal with the payment. At this time, that would be Jim Sheehan or Al Barron.
4) Offer to help the shopper load their bike into the vehicle. When putting a bike into a vehicle, ALWAYS place with the chain side up and the rear wheel toward the front of the vehicle. You may need to remove the front wheel or some other finagling. You can use a scrap inner tube to tie the trunk down if they don’t have something to secure the trunk. The scrap inner tubes are in a box just to the left of the main door when walking into the co-op.
5) Lay Away (Not finalized – Howard’s suggestion):
a) Do not offer the information of lay away unless they are hesitant to get the bike because they don’t have the funds with them. (They can apply volunteer credit towards the bike price)
b) With the lay away program, they’ll need to put up 10% of the price of the bike FOR EACH WEEK they want us to hold it. For example; if they want us to hold the bike for 2 weeks, they’ll need to put down 20%.
c) Explain to them that if they don’t come for their bike after their time is up, they forfeit their down payment and have no claim to the bike. We will call them weekly up until the point of a forfeited payment.
I) There are no shoppers, what to do?
1) Go over each bike on the floor with a price tag and do the safety check that is on the back of each work shop door. Do this even if you did it to the same bike last week… you don’t know what’s been going on with that bike in the last 7 days.
2) Clean the dishes
3) Walk around the Co-op and straighten up anything you see that is out of place; take tools back to where they belong, take the coffee mug someone left on the front cabinet to the sink (and do the dishes!) etc.
4) Jim should also have a “short list” of things that can be done.
J) Miscellaneous
1) Why not an X-Mart (department store) bike?
a) Poorly assembled. No fit help.
2) Why we don’t sell the hundreds of “as is” bikes to people who are not members of the Co-op.
a) To be sure they are safe and reliable.
3) Questions you are asked that you do not know the answer to.
a) Look on website, ask someone else.
4) Explaining the Earn-A-Bike Program to people
a) EAB is kids program – see “volunteer” page for adult who wants to work towards a bike.
5) Do we take trades or buy bikes?
a) Sorry, can not.



Created by: admin. Last Modification: Friday 27 of March, 2009 21:23:24 UTC by JSheehan.