This document provides an orientation for new Express associates. It covers HR policies and systems, scheduling procedures, the Express brand and customer experience expectations. Associates are instructed on merchandise, fitting procedures, and the GUEST selling model. Conflict management and safety protocols are also outlined. The orientation emphasizes delivering excellent customer service and compliance with all Express policies to avoid termination.

1. Associate Orientation

2.  HR Files
 HR Connect
 EmployeeTransaction Manager (ETM)
 Store Specific Information
 The Express Brand Principles

3.  I-9 EmployeeVerification
 WOTC (Work OpportunityTax Credit)
 Trading Policy
 Payroll Consent

4.  HR Connect and ETM

5.  The schedule is posted everyTuesday for the
following week.
 Our schedule is from Sunday-Saturday
 You MUST view the schedule at work and NOT
on the ETM.
 If you are scheduled for an “on call” shift which
will view as “o/c” on the schedule, you must call
two hrs in advance to see if you are needed. No
call will result in being written up.
 If you are scheduled to 10pm, you are closing.
We take pride in a clean, neat and tidy store.You
may not finish until about 10:30pm.

6.  If you are running late, you must call the
store.
 If you decide to not show up for a shift you
will be written up.
 If something comes up and you cannot work
a shift, you must notify a manager to find
someone to cover your shift.
 Please keep in mind failure to follow the rules
will result in termination.

7.  Do the right thing and do things right
 Begin and end with our customers in mind
 Passion with a purpose
 Performance matters
 Creative collaboration

8.  WhoWe Are
 TheThree CustomerTouchpoints
 The GUEST Selling Model
 Basic Customer Service Skills
 Conflict Management
 Lifestyles
 Core Product
 The Associate Projection

9.  Express is the must-have sexy, sophisticated
fashion brand for work, the weekend or going
out
 Sixth largest specialty apparel brand in the
U.S. with revenue over $2.0 billion
 Global trends inspire Express’ unique product

10.  We are not like other retailers.We take pride
delivering a great customer experience.
 What does the Express Experience look like?
 Offer 100% customer service to every customer
 Recommend product
 Share promotions and your name
 Start fitting rooms and check back
 Add on at the cash wrap- Express Next Credit
Card and Express Next Rewards Program
 Always thank customers for their business

11.  Merchandise available in a clean, neat and
tidy store
 Associate available for assistance and
knowledgeable
 An efficient cash wrap experience

12.  Our new selling model is called GUEST. It is an
acronym.
 G- Greet customers “Hi!Welcome to Express!”
 U- Undercover needs “What can I help you find?”
 E- Engage with customers “My name is…”
 S- Suggest additional items “Check out these
jeans”
 T-Thank them for their business “Thanks for
coming in!”
 Remember we do not call our customers guests.
It’s just an easy way to remember the model.

13.  Communication
 Body Language
 Nonverbal communication
 Please refer to your manual on Customer
Service and Conflict Management

14.  Clear
 Confident
 Correct

15.  Eye Contact
 Positive Posture
 Smiling

17.  A customer walks into Express. It is her first time in the
store, but you do not know that.You are too busy in the
corner folding pants to notice that she has walked into the
store. She stares at the dresses and you continue to work
in the corner. She finally approaches you and asks you
about the new dresses in stock. She wants to know how
they fit.You proceed to fold and not make eye contact
with her.You tell her “uh, I don’t know. Let me ask my
manager.”
 What is wrong with this scenario? Did the associate
present good body language? Did the associate see the
nonverbal cues from the customer? Did the associate
communicate clear, confident and correctly? Please role
play the correct way this situation should’ve played out.

18.  Types of Conflict
 Five Step Engagement Model

19.  Accommodating
 Avoiding
 Collaborating
 Compromising
 Competitive

20.  Recognize the difficult situation
 Listen and stay objective
 Seek to understand and empathize
 Set expectations for a solution
 Take action

21.  I challenge you as young working professional to try
to resolve conflict scenarios on your own before
asking for a manager.You will have to learn how to
deal with these challenging situations someday.Why
not start now?
 You are working on the cash wrap.The phone rings
and you answer it.The customer on the other end is
very upset because he was over charged for an item
on his receipt and lives 45 minutes away. Please tell
me what kind of conflict style you would use, and act
out the five step engagement model.

22.  Causal
 Jeanswear
 Party
 Studio

23.  Causal
 Jeanswear
 Going out
 Studio

24.  The Editor Pant (Slim, Barley Boot and Flare
leg)
 The Columnist Pant (Slim, Barley Boot, Slim
Flare and Flare
 Activity: let’s try on and discuss the fits

25. Leg shapes Core Fits
 Leggings Zelda- Ultra Low Rise
 Skinny Rerock- Ultra Low Rise
 Barley Boot Stella- Low Rise
 Boot Mia- Mid Rise
 Boyfriend
 Activity: let’s try on and discuss the fits

26.  Bra Cami
 Portofino Shirt
 Essential Shirt
 Activity: Let’s try on and discuss the fits

27.  Producer
 Photographer
 Activity: let’s try on and discuss the fits

28. Leg Shapes Core Fits
 Skinny Alec- Skinny
 Straight Rocco- Slim
 Boot Kingston- Classic
Blake- Loose
Activity: Let’s try on and discuss the fits

29.  1MX Extra Slim
 1MX Fitted
 1MX Modern
 Activity: Let’s try on and discuss the fits

30.  You are not required to wear Express, but
there are three items that must be if worn.
Denim, graphics and polos MUST BE
EXPRESS.You cannot wear denim, graphics
or polos from any other retailer.
 You need to look Express when you come to
work.You wanted a job here so you need to
love the product.
 Failure to follow the Associate Projection will
result in termination.

31.  Insider Guide
 Code of Conduct
 Loss and Prevention
 Speak Up Program
 Safety Sense

32.  Employment at will- employment is not
guaranteed and the Company or you, as the
Associate, may terminate employment at any
time.
 Open door policy- we have an open door
policy. If you have any questions or concerns,
contact your manager, HR partner or Ethics
hotline. 1.877.571.9743
 Merchandise Discount- This discount is for
you, your spouse or eligible dependents.

33. As an associate you have the responsibility
to:
 Keep to the code
 Ask when you are not sure what is expected
 Speak up
 Be honest
 Provide a respectful, positive work
environment
 Keep company information confidential

34.  All items MUST be placed in a locker.This
means cell phones and IPods.They are
prohibited on the sales floor.
 You must be walked to the front of the store
by a manager at all times when you leave or
take a break.Your bags will be checked.
 Do not steal from our company.You will be
prosecuted. Failure to follow these
procedures will result in termination.

35.  If you feel one of your co-workers is being
dishonest you are encouraged to SPEAK UP.
 Express pays $500 to any associate who
reports any leads involving internal theft or
fraud.
 Text or email: EXPLP@Express.com

36.  Know how to handle fixtures and operate
equittment properly.
 Know emergency evacuation procedures
 Be aware of situations that may involve
workplace violence
 Maintain housecleaning standards of clean
dry floors
 Know about chemical products in the
workplace

37.  Your Shift
 Store Organization
 Terms to Know
 PostTraining

38.  Arrive 10 minutes early
 Place your personal items in a locker
 Clock on
 Review the daily focus board
 Chat –in with your CSL
 Go to your designated zone
 Deliver a great experience
 Chat – out with your CSL
 Collect items for bag check and clock out

39.  Our store is divided into 5 areas.
 Zone 1 is the very front of the store and the
first impression the customer receives
 Zone 2 is women’s studio and fitting rooms
 Zone 4 is denim and the denim fits
 Men’s is considered men’s
 The cash wrap is the last impression the
customer receives.

40.  ADS (Average Dollar Sale)
 Conversion
 CSL (Customer Sales Lead)
 Go Backs
 Hot Zone
 Peak Day
 Segments
 UPT (Units PerTransaction)
 IBC (In Between Customers)

41.  By your second shift, you will receive an
Associate Observation to check your progress
 E-Learning-You will have to complete the
following course as part of your sales
education