PACKAGING & SHIPPING STORES’
OPERATIONS MANUAL
140 Pages
TOPICS IN TABLE OF CONTENTS
HOW TO USE THIS MANUAL
INTRODUCTION
BASIC POLICIES
CUSTOMER AND VENDOR SERVICE
Our Goals
Tone and Verbiage
Greeting Policies
Telephone Standards
Handling Questions and Complaints
The “Do You Mark-Up Question”
Handling Unpleasant Customers
Employee Empowerment
HOURS OF OPERATION
Store Hours
Holiday Hours
Working Hours
Days of Operation
Schedules
Overtime Pay
PERSONNEL POLICIES
Overview
Dress Code and Grooming
Professional Behavior
Rules of Conduct
Smoking, Alcohol, & Drugs
Smoking
Alcohol
Drugs
EMPLOYEE SUGGESTIONS, COMMENTS, & COMPLAINTS
EMPLOYEE PROGRAMS & BENEFITS
Employee Purchases
Benefits
Overtime
Holidays
Vacation
Insurance
Bereavement Pay
Sick Pay
Well Pay
Time-Off Request
Bonus Program
Example of a Simple Bonus Program
Example of an Aggressive Bonus Program
OPERATIONAL PROCEDURES
PARKING
STORE OPENING PROCEDURES
STORE DAILY/CLOSING PROCEDURES
MONTHLY REPORT
CASH REGISTER PROCEDURES
Counter Selling
Suggestive Selling
Active Selling
Preferred Carriers
Processing a Transaction
Check Cashing Policy
Acceptable Checks
What to Verify on Each Check
What to Write on Each Check
Verify Funds
Accounts Receivables
Receipt on Account
Customer Refunds
Employee Empowerment
Refund Procedures
Cash Paid-Outs
Acceptable Paid-Outs
Processing a Paid-Out
Daily Deposit
RETURNED PACKAGES
TRACERS
CLAIMS
C.O.D.S
QUOTING
PICK-UP & DELIVERY SERVICE
INVENTORY
Stocking
Transfers
Receiving
Counting
Ordering
EMERGENCIES
Security System
Preventing Robberies
Power Outages
Natural and Unnatural Disasters
Driving Accidents
Injuries
ADMINISTRATION: BOOKKEEPING AND ACCOUNTING
COMPANY’S BASIS ON ACCOUNTING
TERMINOLOGY
CHART OF ACCOUNTS
Current Assets
Fixed Assets
Long-Term Assets
Current Liabilities
Long-Term Liabilities
Cost of Sales
Expenses
DAILY BOOKKEEPING
Daily Deposit Information
Returned Checks
Our Policy
Checks Presented as Non-Payable
Bad Debt