This document provides instructions for volunteers on how to set up and run the RCH stall. It includes a 10 step process for setting up the stall with diagrams, with sections on customer service, sales transactions using cash and EFTPOS, tracking sales, and policies on refunds and exchanges. Volunteers are directed to contact staff if they need assistance or are running low on stock.
2. THE ABC
COMPANY
Page 2
TABLEOFCONTENTS
SETTING UP THE
STALL TABLE
CUSTOMER SERVICE
SUPERSTAR
................................................................................pages 12-13
...................................................................................pages 3-11
PUTTING THROUGH
SALES /STAFF DISC.
USING THE SALES
TRACKING SHEET
................................................................................pages 17-18
................................................................................pages 14-16
Thank you for helping out with the RCH stall.
Please follow this easy guide to help you run it as
smoothly as possible.
Can't find the answer?
Ask a staff member or call the volunteer office:
(03) 9345 5880
Hello!
REFUNDS &
EXCHANGES
STALL STOCK
LEVELS
.........................................................................................page 20
.........................................................................................page 19
3. THE ABC
COMPANY
Page 3
Stall set-up
STALL CHECKLIST
Running low on stock?
Let a staff member know or call the
volunteer office: (03) 9345 5880
6 plastic tubs of stock
2 folding tables
2 table cloths
6 t-shirt mannequins
6 suction wall hooks
Keyring stand
Money tin
Portable EFTPOS machine
Sales tracking sheet
Clipboard
4. THE ABC
COMPANY
Page 4
Stall set-up
COMPLETED SET-UP
Hang t-shirts as a
backdrop display on glass
window using suction
wall hooks
Use the Keep Cup wall to
protect the money till
and mark your cashier
seating position
Keep all products
clearly organised and
spaced evenly with
product pricing
cards/labels
Corporate
items at this
end (your
right)
Stationery
items in the
middle
Clothing items
at this end
(your left)
Running low on stock?
Let a staff member know or call the
volunteer office: (03) 9345 5880
5. THE ABC
COMPANY
Page 5
Stall set-up
STEP 1.
Unfold both tables and prop next
to each other side-by-side. Take
tablecloths and cover tables.
Keep tablecloths folded in half
length-ways to avoid too much
excess material hanging over the
table edges.
STEP 2.
Use the suction wall hooks to
hang the t-shirts as a colourful
backdrop display.
Remember to press the hooks
firmly against the glass. Try to
push out any air bubbles to make
sure it really sticks before
hanging the mannequins.
STAR TIP!
Unfolding the tables takes a bit of
strength - pry open to unfold the
table and 'lock' using the red lock
mechanism located underneath
the table in the middle center.
Now pull the table legs outwards
and slide the metal rings into
place to keep the table legs steady.
6. THE ABC
COMPANY
Page 6
Stall set-up
STEP 3.
Starting from the right end of the
table (your right) lay out the ties,
executive pens, golf balls and
Renalicious cookbooks.
Golf balls order: 12 Pack, 3 Pack
and Individual (with sample on
display).
STEP 4.
For our Keep Cup display, group two
large (L) Keep Cups of the same
colour in sets for the base layer, with
the 5 colour options running in a
horizontal row. Stack two medium
(M) Keep Cups of the same colour as
the bottom layer on top.
Display samples of a L and M Keep
Cup in front.
Remember to put the
product cards in front
of each product to
provide pricing and
brief description.
STAR TIP!
7. THE ABC
COMPANY
Page 7
Stall set-up
STEP 5.
After the Keep Cups, we have our stationery
items in the middle portion of our tables.
Follow the picture below for this set-up!
Pencil case +
Pen +
Bookmark
Ruler + Cloth
Pack
Pencil case +
Pencils Pack
Journal +
Pen Pack
Notepad +
Pen Pack
Bookmark
Ruler
(2 stacks)
Coloured
Pencils
Highlighter
Pens
Canvas
Pencil cases
Plastic white
notepad +
Pen
Pens
(4
containers)
Sample
notepad with
note 'please
test here'
Individual
notepads
Individual
journals
Glasses and
screen lens
cloth
STAR TIP!
Keep items evenly
spaced out and in neat
piles to make it easier
for people to see items!
8. THE ABC
COMPANY
Page 8
Stall set-up
STEP 6.
Line up the hand sanitisers in 2
rows, followed by the containers
for the USBs and bounce balls.
Prop up the display history book
behind the hand sanitisers, with
the copy to be sold hidden behind
it and lying flat on the table .
STEP 7.
The keyring stand sits next to
the propped up history book
(directly behind the container
for the USBs).
Make sure the display
keyrings are facing forward,
including the sign on the top
of the stand.
Running low on stock?
Let a staff member know or call the
volunteer office: (03) 9345 5880
9. THE ABC
COMPANY
Page 9
Stall set-up
STEP 8.
On the left end (your left) of the
table, organise the clothing items.
In the front row lay out small
umbrellas, aprons, bucket hats and
sample t-shirts.
For the back row: drawstring bags,
scarves and hoodie jumpers samples.
Prop large umbrellas against the wall
in the corner, and promote this when
customers look at umbrellas.
STEP 9.
Keep the bookend price stand
wedged between the scarves
and hoodie jumper samples.
The aprons sit in the hollow
middle space between the other
clothing items.
Running low on stock?
Let a staff member know or call the
volunteer office: (03) 9345 5880
10. THE ABC
COMPANY
Page 10
Stall set-up
STEP 10.
Organise the plastic tubs neatly in a row behind you against the glass window
to easily retrieve stock items to be sold.
You have now finished setting up the RCH stall!
Make sure you keep the money till, EFTPOS machine, etc. behind the Keep
Cup wall where you will sit and serve customers.
STAR TIP!
Keep the tubs open to
easily take stock in
and out (stack the lids
aside in a corner).
11. THE ABC
COMPANY
Page 11
Stall set-up
SIGNAGE AND
PROMOTIONAL MESSAGES
Make sure that all products are labelled with their correct product card to
ensue that pricing and brief descriptions are on display.
These product cards are stored in the pink pencil case.
Provide a little leaflet with
each sale to let customers
know our permanent location
and online shop web address
Put up this A3 RCH Shop poster
on the glass wall with the t-shirt
display to direct the location of
The Family Hub
12. THE ABC
COMPANY Customer service
superstar
6 THINGS TO
REMEMBER WHEN
RETAIL SELLING
1. 'Hi, how are you?'
Be enthusiastic, friendly and approachable.
Let customers know you're available for
assistance if need be ('let me know if you
need a hand!'), and give them space to look
at our products.
Don't stay idle in one place - keep busy by
making sure everything is displayed neatly
and correctly while being on standby for
customer assistance.
2. Build that conversation
Ask open-ended questions to build
customer rapport. 'What kind of items are
you looking for?/What do you think of our
newly redesigned Keep Cups?'.
Chime in with suggestions if you think
they need to know something great about
our products.
'Did you know our Keep Cups are 100%
dishwasher safe? How convenient is that!'
3. Body language
Gauge their body language to see if they
need help. If they're looking at t-shirts,
ask them what size they're looking for.
If it looks like they're indecisive about an
item, ask them how they feel about it to
determine the issue and problem-solve
with a solution.
('What age is the child in mind? I find that
size X fits really well for that age. You can
exchange/refund if it's not right within 30
days).
Page 12
Read product packaging to get to know
the products and have an interesting bit
of trivia/fact about each one. Play around
with samples/testers and get ready to
explain and promote when customers
walk up.
If you're not sure about a product, be
honest and ask someone who does if
you're able to. Calling the office number
(03) 9345 5880 is ideal in this situation.
4. Know your products
13. THE ABC
COMPANY Customer service
superstar
6 THINGS TO
REMEMBER WHEN
RETAIL SELLING
5. Recommendations and
promotions
Make sure you let them about about related
items that would enhance their purchase (s).
If they're buying pens, let them know they can
also buy one of our stationary value packs to
get the best deal!
Know your promotions and target them to the
correct customer - if they're RCH staff let them
know they can get a 10% discount off
everything.
Page 13
6. Thank them for their
purchase
Close sales by thanking the customer, and
letting them know that all proceeds will go to
the hospital.
Every sale makes a difference, and it's
important that customers know that they're
contributing to a great cause.
Remind customers that they can find The RCH Shop in The
Family Hub during opening hours (Mon - Fri 8.30am to 5.30pm)
or at our new online shop: shop.rch.org.au
14. THE ABC
COMPANY
Page 14
Putting through
sales
Having trouble?
Let a staff member know or
call the volunteer office:
(03) 9345 5880
RCH STAFF
DISCOUNTS
RCH staff (usually identifiable by their lanyard) are
able to redeem a 10% discount on all products.
Remember that adult T-shirts are to be
sold only to RCH staff!
15. THE ABC
COMPANY
Page 15
Putting through
sales
CASH SALES
Use the calculator to work out
the total amount and the change
needed for a cash sale.
Double check to make sure you
give the correct change!
STAR TIP!
Keep an eye on how much
change you have in the
money tin throughout - this
will help guide you on
whether you have enough
change for big notes!
EFTPOS SALES
PAYWAVE/PAYPASS
'TAP' METHOD
1) Enter total amount to be charged.
Press OK.
2) Ask the customer to tap card over the
screen.
3) A beep sound will confirm the sale
transaction and the merchant receipt will
print (keep this for our records using the
bulldog clip in the money tin).
4) Ask the customer if they would like a copy
of the receipt.
Having trouble?
Let a staff member know or
call the volunteer office:
(03) 9345 5880
1. 2.
3. 4.
Source: https://www.smartpay.com.au/wp-content/uploads/D210e-User-Guide-AUS.pdf
AMEX cards ☑ ACCEPT
Diners Club ☒ DECLINE
16. THE ABC
COMPANY
Page 16
Putting through
sales
EFTPOS SALES (CONT.)
AMEX cards ☑ ACCEPT
Diners Club ☒ DECLINE
1) Enter total amount to be charged.
Press OK.
2) Ask the customer to insert card in the
bottom chip reader OR swipe their card in the
side reader.
3) The customer will be asked to select their
account.
4) The customer will enter their PIN.
5) A beep sound will confirm the sale
transaction and the merchant receipt will
print (keep this for our records using the bull
clip in the money till).
6) Ask the customer if they would like a copy
of the receipt.
INSERT/SWIPE
CARD METHOD
Remember: the EFTPOS machine needs to be kept
on the charger station in The Family Hub office
before and after stall use to keep it fully charged
Having trouble?
Let a staff member know or
call the volunteer office:
(03) 9345 5880
1. 2.
3. 4.
5. 6.
Source: https://www.smartpay.com.au/wp-content/uploads/D210e-User-Guide-AUS.pdf
17. Page 17
Using the sales
tracking sheet
THE RCH SHOP
SALES TRACKING SHEET
This A3-sized sales tracking sheet is double-sided, and consists of a tally score
sheet (Page 1) and a sales transaction list (Page 2).
Please fold in half into A4-sized before using.
Flip back and forth between the 2 sheets in order to tally sold item (Page 1), and fill
in the sales transaction list (Page 2).
On Page 1, fill in the
date in the top right in
'Week commencing'.
Tick the appropriate
checkbox for 'Family
Hub Sales' or
'Merchandise Stall
Sales'.
Tally sold items
like a score card
(5 = 卌).
Keep neat as
best you can.
1. 2.
Having trouble?
Let a staff member know or
call the volunteer office:
(03) 9345 5880
PAGE
1.
PAGE
2.
18. Page 18
Using the sales
tracking sheet
THE RCH SHOP
SALES TRACKING SHEET
This A3-sized sales tracking sheet is double-sided, and consists of a tally score
sheet (Page 1) and a sales transaction list (Page 2).
Please fold in half into A4-sized before using.
Flip back and forth between the 2 sheets in order to tally sold item (Page 1), and fill
in sales transaction list (Page 2).
Write in any
unlisted book
titles in the
'Book Sales'
table and
relevant details.
List sale transactions
on Page 2 with
amount under 'Cash'
or 'EFTPOS' column.
Tick checkbox for
any staff purchases,
and initial in the last
column.
3. 4.
Having trouble?
Let a staff member know or
call the volunteer office:
(03) 9345 5880
Remember to hand in the sales tracking sheet,
money tin & EFTPOS machine to a volunteer
office staff member after every stall shift
19. Page 19
Refunds &
Exchanges
THE RCH SHOP
REFUNDS & EXCHANGES
POLICY
If you are not 100% satisfied with your purchase, you can return the
product and get a full refund or exchange the product for another one.
You can return a product for up to 30 days from the date you purchased
it.
Any product you return must be in the same condition you received it
and in the original packaging. Please keep your receipt.
Please contact us to discuss your refund further.
Phone: (03) 9345 6429
Email: Chas.Bookshop@rch.org.au
Having trouble?
Let a staff member know or
call the volunteer office:
(03) 9345 5880
PROCESSING REFUNDS & EXCHANGES
If a customer requests an exchange or refund, please direct them to
The Family Hub where a volunteer office staff member will assist them.
Remember to make use of the receipt book
if the customer requests one
20. Page 20
Stall Stock
Levels
RESTOCKING
It is important to make sure there is enough stock for the next stall
shift by replenishing sold stock after.
Please follow this guideline on the minimum quantity needed for
each product item in the plastic tubs.
Having extra stock is okay as long as it fits neatly in the plastic tub.
Having trouble?
Let a staff member know or
call the volunteer office:
(03) 9345 5880
* *
