Become a Sunglass Hut Manager

INSTORE OPERATIONAL
GUIDELINES
As a Manager you have many responsibilities, most of them
rely on practical operations in your store. In the following
section you will find some tips to ensure that practical
procedures inside your store, for your team and your
customers, are always respected.
CUSTOMER SERVICE
WARRANTIES, REPAIRS, CUSTOMER RETURNS
Sunglass Hut wants to WOW its Customers every time. It’s really important for you to be
confident in handling any transaction that’s outside the box. When a Customer wishes to make a
return, a repair or understand the warranties of the product, you and your team, should simply
follow our established procedures. Therefore, be sure you and any of your Sales Consultant know
how to handle them.
If you discover that one of your team members allowed a return that was “outside” of the return
window, you need to follow up with them to ensure:
• They understand the return policies.
• They are able to enforce those policies with Customers.
While this may seem simple to you, some Sales Consultants may not be comfortable delivering news that a valued Customer
does not want to hear, particularly if the Customer is determined to return the product for a refund. This is when you need to
put your coaching hat on and make sure the Sales Consultant not only knows our policies, but can deliver on them while
keeping the Customer relationship intact.
It’s also your responsibility as the Store Manager to verify every return, both from a Customer service standpoint, as well as
to prevent loss. When a Customer makes a return, the information is saved in the Store Controls Report. When you review
the Store Controls Report, call and follow-up with every Customer, who made a return, to make sure it was legitimate and
that they are satisfied with the outcome.
DISCOUNTS
Handling discounts isn’t difficult, but discounts do require a valid discount code in the POS. The
good news is that the POS keeps track of discounts and discount codes that have been approved
by Merchandising. They are preset in the POS and programmed into the system. Updates on
discounts and promotions are automatically fed into the system when the POS runs at night.
That’s another reason to remind your team why it’s so important to let the computer poll each
night –You don’t have to lift a finger, unless certain types of discounts require a Manager’s
approval. In those cases, the POS will prompt the Sales Consultant to obtain the necessary
approval from you.
Store Managers are not authorized to grant any discounts that are not in the system. Refer to
your "Become an Operationa Expert" module for instructions on how to conduct a
transaction with a discount.
1 2 3 4 5
6
PAGE 20