Greeting Customers Using Qminder

Policy

A queue management system is used to prioritize customer assistance. An iPad is provided at the front of the store. Customers sign in with their name and select a service upon entering the store. A list of names will appear on the big screen TV so customers are kept informed of where they are in the queue.

Procedure

• The GeekHampton sales associate has the very important position of being the first person a customer encounters upon entering the store. Creating a positive first impression sets the tone for a successful interaction with the customer.

• Acknowledge everyone who walks in the door even if you are helping someone else and ask them to sign in at the iPad located by the front door. Let them know someone will be right with them.

• Be sure you have logged into Qminder and selected which services you are available to provide.

  • 3.1. Sales

  • 3.2. Service

  • 3.3. Pick up

  • 3.4. General Questions

• To take the next customer, click on the “Call Next” button and announce the name of the customer. The customer’s name will appear on the large screen TV and a sound will ring to let the customers know the next name is up for service. The name will also be highlighted on the TV so the customer is aware they are up for assistance.

• When you have finished assisting the customer, simply hit Call Next again to close out the previous service and start a new service with the next customer. To stop assisting customers, select the drop down menu and select “mark as served.” That will take you out of the service queue.

1Password

Policy

GeekHampton uses the 1Password app for tracking passwords for customers. Your computers were set up with 1Password and you will be provided with a password by your manager.

Procedure

• Open 1Password and check to see if customer exists in the database

  • If customer is already in system, open existing file

• Add new secure note if customer not already in 1Password. Make sure this is in the shared folder for GeekHampton.

• When entering information in the notes section, make sure to date and initial when the changes occurred

• When all changes are complete, click save on the top of the page

• CRITCAL: IF ANYONE CALLS FOR INFORMATION ABOUT PASSSWORDS WE HAVE SAVED FOR THEM IN THE PAST. YOU MUST GET PERMISSION FROM SHERYL, AMY, MIKE OR JOHN TOGIVE OUT THIS INFORMATION.
  

Wunderlist for Product Waitlist, Supplies,Order Inventory

Policy

GeekHampton uses the Wunderlist app for tracking many items related to working on the floor. Download the Wunderlist app or visit www.wunderlist.com to access the web version. You will be provided with a username and password by your manager.

Procedure

WaitList for New Products

When a customer would like to purchase an item that has not been released yet create a new to-do item in Wunderlist with all details including the customer’s full name, phone number with area code, and which item they are waiting for and your initials. Enter any additional comments in the yellow notes field, which you can find by double clicking on the item once you’ve entered it.

Loaners

1. Any items (keyboards, mice, power cords) that are loaned to customers must be tracked in the “Loaners” list in Wunderlist. Include customer’s name, item, where it came from (GeekBar, Tech Room) and your initials.

2. Enter a due date for the return and “assign it” to your name so you will receive a notice to check that the item has been returned. 

3. When the item is returned check the completed box and the item will move down to the “Completed To-Dos” list.

Supplies

When you notice items such as pens, tissues, receipt paper, etc. are low, please add them to the “Supplies” list in Wunderlist so administrative staff will know to order them. 

Order Inventory

1. When you notice that a product is getting low on the shelf:

   1. Check product availability in LightSpeed

   2. If the availability is higher than the number of products on the shelf, look for the item in storage and restock.

   3. If the availability is 0 or lower than the number of products on the shelf, check the color dot next to the product.

      • A yellow dot means the item is on order. Double-click the item name and go the inventory tab to “coming” to check when the order was placed. If the date is very old, add the product code and description and your initials to the “Order Inventory” list in Wunderlist. Mention to Sheryl that the inventory was ordered a long time ago and ask if there is a problem with the order.

      • If the dot is red add the product code and description and your initials to the “Order Inventory” list in Wunderlist. Mention to Sheryl that the inventory was ordered a long time ago and ask if there is a problem with the order.

      • When adding item to Wunderlist be sure to include all variations of the code (e.g., codes for red, blue, black).

      • Add notes to the yellow notes area for the item in Wunderlist (e.g. “only one more on shelf”).

When I Work App - Schedules and Assignments

Policy

GeekHampton uses the When I Work app to schedule shifts, assign shift duties, and process time-off requests. Use the When I Work app or visit www.wheniwork.com to access your schedule. New hires will be sent an email with a link to join When I Work and then you will create a username and password.  

Procedure

Shift Schedule

It is your responsibility to check When I Work regularly to see when you are scheduled to work. Go to the dropdown menu in the upper right and select Schedule to see your shifts.

Shift Assignments

Shift assignments are included next to your name.  See specific procedures for each assignment.

• Open = complete all the items on the opening checklist.

• Close = complete all the items on the closing checklist.

• GB Box = check items stored in the box at the GeekBar

• Boxes = cutting down and putting boxes in the recycling bin behind the store

• Tech = work in the tech department

• Admin = provide office support

Time Off Requests

1. To request time off go to the dropdown menu under the inbox icon and select Request Time-Off.

2. Enter whether you are requesting all day or a partial day off. Choose whether you are asking for unpaid, paid, sick, or holiday time.

3. Enter start and end date and your message.

4. All requests for time off must be received two weeks in advance.

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Tracking Hours

Policy

All employees are required to record their daily work attendance and report full days of absence from work for reasons such as leaves of absence, sick leave or personal business. 

Procedure

Clocking In/Out

1. GeekHampton store hours are in place for opening and closing of the store. Employees work their scheduled hours regardless of the store hours and complete their work before clocking out.

2. All employees arrive and clock in to Lightspeed 15 minutes before their shift in order to be prepared to begin their work on the floor at the scheduled time. Hourly employees should clock in after personal preparation for the work day (e.g., taking off coats, bathroom visits, etc.).

3. Please answer the phones even if it is before 10 am.

4. Hourly, non-exempt employees clock in and out of LightSpeed for any time away from work during the day (lunch break, doctor appointments, etc.). See instructions below.

5. Hourly employees may clock out once the store is closed and the closing checklist items have been completed.

6. Begin closing procedures 30 minutes prior to closing unless customer needs require you to delay these duties. Hourly employees must obtain manager approval if the overtime required to finish closing the store is more than 15 minutes.

7. Do not leave without letting a manager know you are leaving.

8. Employees assisting customers, working on projects, teaching or completing repairs are to complete what they are working on before clocking out. If the work you are doing is going to lead into another day please note everything accordingly. If you are not going to be there the next day please go over it with an employee who will be.

9. It is your responsibility to ensure the accuracy of all time recorded in LightSpeed. Any errors in your time record should be reported immediately to Sheryl, who will attempt to correct legitimate errors.

Meal Period

1. All hourly employees who work a shift of more than six hours starting before 11:00 am and continuing until 2:00 pm must take an uninterrupted meal period of a half hour between 11:00 am and 2:00 pm.

2. The lunch period is unpaid time and must be tracked in LightSpeed.

How to clock in and out of LightSpeed

1. Go to “Timesheets” in left-hand column

2. Click on + Sign at bottom

3. Select your name in the “User” dropdown menu

4. Click on green Start button.

5. To clock out for lunch, find your current record, click the red Stop button.

6. To clock back in after lunch double click the “Completed” button then press the green start button.

7. NOTE: Do not click the “+” sign again because that will create a second time sheet for you.

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Tracking Benefit Hours 

Use of benefit hours (vacation, sick time, jury duty, etc.) are reported to the President/Owner who maintains a tracking system. Please refer to the Benefits section of the Employee Handbook for details on use of benefit hours. See “When I Work” policy for instructions on how to request time off.

Salaried, Exempt Staff

1. The normal workweek for a full-time employee is considered to be a minimum of forty hours, however, greater emphasis is placed on meeting the responsibilities assigned to the position rather than on working a specified number of hours. The emphasis for the exempt employee is on what it takes to get the work done. One week might require more than 40 hours while another week requires fewer than 40 hours.

2. Exempt employees should complete their work prior to leaving for the day or when it is not possible to complete a project, transfer all information to whomever will be taking over in your absence. Please keep accurate notes so the person covering for you can pick up where you left off.

3. Exempt employees are not required to record their work time for the purposes of receiving their salary; however, full day absences for vacation, sick or personal time are tracked and deducted from accrued benefits. If accrued benefits have been depleted, full day absences will be deducted from salary at eight hours per day.

Staying Productive During Slow Periods

Policy

GeekHampton employees remain productive during slow periods and look for opportunities to keep GeekHampton looking and operating at its best. 

Procedure

1. Keep all shelves stocked with merchandise. Keep a list of low inventory items and when a free moment arises, pull the product out of inventory from the back and replenish the shelf. If you sell a product that is the last one on the shelf, please restock. Always be looking out for low product. Keeping the shelves stocked and product moving is critical to our retail success. When you notice that a product is getting low on the shelf (see Wunderlist P&P):

   • Check product availability in LightSpeed.

   • If the availability is higher than the number of products on the shelf, look for the item in storage and restock.

   • If the availability is 0 or lower than the number of products on the shelf, check the color dot next to the product.

     • A yellow dot means the item is on order. Double-click the item name and go the inventory tab to “Coming” to check when the order was placed. If the date is very old, check with Sheryl and see if this is a mistake or the product is just not available. If the product is available and needs to be ordered, add the product code, product description, and your initials to the “Order Inventory” list in Wunderlist.

     • If the dot is red add the product code and description and your initials to the “Order Inventory” list in Wunderlist, then let Sheryl and Amy know that the product has a red dot.

   • When adding an item to Wunderlist be sure to include all variations of the code (e.g., codes for red, blue, black).

   • Add notes to the yellow notes area for the item in Wunderlist (e.g. “only one more on shelf”).

2. Face the store: pull product forward on shelves and align, fill holes, FLUFF. Facing includes restocking. Please don’t pull products forward to fill in holes if more product can be placed on the shelf.

3. Fill printer paper in the three printers in the front of the house. If cartridges are running low take them out and shake them or replace them if really low.

4. Windex area on door near handles on both sides.

5. Align all iPods/iPads. Keep the store looking neat, organized and clean.

6. Make sure TV is on.

7. Fill bags underneath POS counter.

8. Stock pens and Scoutbooks.

9. Restock business card display and make sure employee business cards are also replenished. Let Nicole know if an employee’s cards are low.

10. Wipe down headphones with sanitizing wipe.

11. Look around store and see if there is anything that does not look good, straighten up the rugs, pick up garbage on the floor and just make sure the shelves and tables all look neat.

12. Update certification or read material on new products in SEED or online for 3rd party products.

Staff Use of Inventory

Policy

Only GeekHampton managers remove products (power cords, keyboards, mice, etc.) from inventory for in-store use by staff. 

Procedure

1. Verify with a manager that the product is necessary and that there is not one currently in use.

2. Never take a product out of inventory for in-store use without manager permission.

3. Sheryl Heller or Amy Marr will enter the product in LightSpeed. Only managers may invoice an item for in-store use.

   1. Create an invoice

   2. Enter Sheryl Heller. (with the period) in the customer field

   3. Add product to the product field at full price

   4. Save and Print the invoice

   5. Give the invoice to Sheryl

Shoplifting

Policy

Shoplifting prevention is the responsibility of every GeekHampton employee. Never accuse a person of shoplifting. The focus should always be on what is suspected of being shoplifted instead of the person. 

Procedure

Provide good customer service.

Customer service is the best loss prevention technique available. Good customers love it; shoplifters hate it!

Be welcoming and genuine

Greet every customer with direct eye contact and a smile. Open the dialogue to make the customer feel welcome and to establish that our staff are alert and aware.  Use confident body language when doing so, by standing straight and appearing alert. 

Be alert and active

1. Observe customer behavior and be ready to respond to their needs or actions. Let the customer know you are observing without overbearing.

2. Never accuse the customer, always focus on the item.

3. Stay aware of potential theft on the sales floor.

4. Watch for suspicious behavior from customers.

   1. Is the customer wearing heavy bulky clothing even though the weather is good?

   2. Is the customer constantly looking behind, left or right, or above as if to see if anyone, or anything, is watching?

   3. Is a group of customers acting in a boisterous manner as if to call attention to themselves?

   4. Is a customer spending an inordinate amount of time looking at the same relatively high-priced merchandise?

   5. Is a customer seemingly resentful or uneasy when a sales associate asks if they can assist?

   6. Make mental and/or written notes, including descriptions, of any of the conditions noted above and the time of the event so management knows what time to go back and view in the camera recordings.

   7. Report any of the above conditions to store management.

What to do if you suspect shoplifting is taking place. 

1. Do not position yourself between the suspected shoplifter and the door. Make eye contact while moving toward him or her. Look where the item is concealed. Observe physical characteristics of the shoplifter while doing this.

2. Do not accuse the shoplifter. Instead, discuss the item. An example could be: “That iPhone case is a great color. Would you like me to ring it up for you?”

3. Do not chase the shoplifter. If a shoplifter is observed leaving with an item, notify the manager in charge who will call the police.

4. Request that each witness write down all the facts that he/she can remember without consulting others, which will be kept in an incident file. When questioned by the police, give full and complete cooperation.

SEED - Required Apple Sales Training

Policy

All GeekHampton employees, whether full or part-time, must complete SEED training modules on an ongoing basis. SEED is Apple’s sales training program and is regularly updated with new product information and customer service and sales tips. New employees will be assigned portions of SEED that must be completed prior to beginning their employment.

Procedure

How to Get SEED

Go to https://seedsales.apple.com. Register for SEED using the Apple ID that you use for work (don’t create a new one). After you register, you’ll receive an email with instructions for installing the app. 

Certification requirements

1. All new product training and testing must be completed within 14 days of product release.

2. New staff will be assigned a schedule for completing modules, some of which will be completed prior to beginning work at GeekHampton.

How to use SEED

Once you sign in, the SEED app will open to a page with featured modules, showing the latest modules for new products. You can also select by category, return to previously viewed modules, or work your way through a “collection” of apps that will take you through several related modules. You can also use the search field to search by topic.

Once you select a module a window will open. Click on the blue “download” button to start the module.

Product Returns

Policy

GeekHampton accepts some product returns according to the following:

• Items must be returned with 14 days of date of purchase.
• All returns are 10% restocking fee if they are open.
• If the item is damaged then there is no restocking fee

Procedure

If returning items have no serial number and are damaged:

1. Search for the customer and find the invoice with the item they wish to return.
2. Hit the "Return" button
3. Zero out the items that are not being returned on the invoice
4. Put the reason for the return in Internal Notes?
5. Hit save
6. Go to Payment and choose the Payment Type from the original invoice
7. Hit Refund
8. Hit Process
9. Print the invoice for customer and staple it to the original invoice if they have it

If there is a 10% restocking fee

1. Search for the customer and find the invoice with the item they wish to return.
2. Hit the "Return" button
3. Zero out the items that are not being returned on the invoice
4. Put 10% in the discount field
5. Hit save
6. Go to Payment and choose the Payment Type from the original invoice
7. Hit Refund
8. Hit Process
9. Print the invoice for customer and staple it to the original invoice if they have it

If the original pmt method is a Debit Card

1. Search for the customer and find the invoice with the item they wish to return
2. Look at the original invoice payment method and take note of the reference number
3. Hit the "Return" button
4. Zero out the items that are not being returned on the invoice
5. Hit save
6. Go to Payment and choose debit as Payment Method
7. Type in the reference number of the original invoice in the Reference field
8. Hit Process
9. Print the invoice for customer and staple it to the original invoice if they have it

Phone Instructions

How to use our phone system

ANSWER THE PHONE

• Press TALK button (Talk button is only on handsets)

HANG UP PHONE

• Press TALK button

PAGING/INTERCOM

• Dial extension

• Speak in a normal tone of voice to deliver your message.

• Note: Cordless handsets cannot receive paging/intercom messages.

PLACE A CALL ON HOLD

Press the HOLD button, then press TALK to hang up the handset.

RETRIEVE A CALL ON HOLD

Click on the LINE that is flashing

TO ANSWER A SECOND INCOMING CALL

• Ask the person on Line 1 to hold for a moment then press HOLD

• Press LINE 2 (or the flashing line button)

• Ask the Line 2 person to hold for a moment, then press HOLD

• Press Line 1 and finish the call then press Line 2 to finish the second call

• Press TALK to hang up the handset

REDIAL

Press REDIAL key and the system will redial the last number called.

EXTENSIONS/VOICEMAIL 

Amy O’Donnell          100

Nicole Watson           102

Sheryl Heller              103

John Theret                104

Jarred May                 110

Front Desk                 101

Password Reset

Policy

GeekHampton employees ensure customers understand the potential consequences of resetting the administrative password on their device(s).

Procedure

Explain the possible consequences of resetting the admin password on device.

1. The admin password is the master password for the device (not to be confused with the Master password that is created when you set up FileVault). When a customer cannot logon to their computer because they can’t remember the admin password, the password has to be “reset.” This will cause all passwords stored in Keychain to be lost.

2. If the customer does not know other passwords for Mail, Dropbox, iTunes, wi-fi network, etc. they will need to reset all passwords for all of their accounts.

3. Resetting the admin password is not a quick session with the customer. You may have to spend time resetting all passwords for the customer. If they use Optonline email, there may be an ID Validation process that may have to be completed in order to reset their email account. If an account verification has never been set, the only way to reset the password is for the customer to be at home and give Optimum information on their home TV.

4. Grab a notebook and pen and document all new passwords you create for the customer in the notebook.

Document password change in LightSpeed

Document customer’s acknowledgement in the “Printed Notes” field of Lightspeed, “Customer understands that he/she may lose all passwords stored in Keychain once admin password is reset.” Also ask the customer if they would like us to keep the password on file and, if so, enter the passwords in 1Password.

Change the password

If you are unsure of the procedures, ask one of the Techs or Sheryl for assistance.

1. Reset login password using your Apple ID

   • If you associated your user account with your Apple ID, you can use your Apple ID to reset your login password.

   • Choose Apple menu > Restart, or press the Power button on your computer and then click Restart.

   • Click your user account, click the question mark in the password field, then click the arrow next to “reset it using your Apple ID.”

   • Enter an Apple ID and password, then click Next.

   • Follow the instructions to reset your login password.

2. Reset login password using a recovery key

   • If you turned on FileVault encryption and created a recovery key, you can use the recovery key to reset your login password.

   • Choose Apple menu > Restart, or press the Power button on your computer and then click Restart.

   • Click your user account, click the question mark in the password field, then click the arrow next to “reset it using your recovery key.”

   • Enter the recovery key, then click Next.

   • Follow the instructions to reset your login password.

3. How to Reset a Forgotten Password for an iOS Device (will erase data - customer needs backup)

If you are unsure of the procedures, ask one of the Techs or Sheryl for assistance.

Delete Keychain and verify password change

The previous Keychain will be associated with the old master password. If the previous Keychain isn’t deleted or replaced, the device will continue to prompt you with old passwords.

1. Follow one of these methods to delete/replace the old keychain:

   1. Restart the computer after resetting your password. You will be given an option to setup a new keychain, which will render the old keychain irrelevant.

   2. Alternatively, you can delete the previous Keychain from Keychain access, then restart the device.

   3. You can also manually delete the keychain which sometimes works the best by going into the Library folder in the Home folder and throwing the Keychain folder in the trash. Restart the computer.

2. Open Safari to verify that the new password works.

Opening and Closing Store

Policy

The first shift in the front of the house is responsible for preparing GeekHampton to open for customer service. The last shift is responsible for closing GeekHampton leaving the store clean and ready for service the next day.

Procedure

Opening Procedure

1. Employees arrive and clock in to Lightspeed 15 minutes before their shift in order to be prepared to begin their work on the floor at the scheduled time. Clocking in should happen after personal preparation for the work day (e.g., taking off coats, bathroom visits, etc.).

2. Answer phones even if it is not 10 am yet.

3. Check GeekHampton email and respond if necessary. Always reply to team member emails to let them know you have received their message. And if you have questions please ask.

4. Use the iPad in the GeekBar drawer to access the opening checklist.

   1. Select the Filemaker app in the dock

   2. Go to “checklist-open”

   3. Click the + sign on the bottom right to add a record

   4. Check off the items as you complete them. Always make sure the items are actually completed. Never just check them off thinking you will get to it later.

   5. Add notes and your name.

   6. Press Done

   7. Go to the upper left dropdown menu to close the file

Closing Procedure

1. Begin closing procedures 30 minutes prior to closing unless customer needs require you to delay these duties.

2. Obtain manager approval if the overtime required to finish closing the store is more than 15 minutes.

3. Use the iPad in the GeekBar drawer to access the closing checklist.

   1. Select the Filemaker app in the dock

   2. Go to “checklist-close”

   3. Click the + sign on the bottom right to add a record

   4. Check off the items as you complete them.

   5. Add notes and your name.

   6. Press Done

   7. Go to the upper left dropdown menu to close the file

4. See “Tracking Hours” policy and procedure. The store hours are not the same as employee hours. Retail employees may clock out once the store is closed and the closing checklist items have been completed. Do not leave without letting a manager know you are leaving. If completing the closing checklist will cause you to work extra time, let a manager know you will be working overtime.

Loaners

Policy

Any items (keyboards, mice, power cords, adapters) that are loaned to customers are tracked in LightSpeed

Procedure

1. Take the loaner items out of the loaner box located in the office.
2. Create an SRO in Lightspeed.
3. Put the item in the model field and the serial number in the serial number field. There will be a serial number barcode on all loaner items.
4. Make a copy of the credit card and charge the customer the initial loaner fee of $10 for 3 days.  
5. Explain to the customer that the copy of the credit card will be shredded when the item is returned. If the item is not returned, they will be charged the cost of the item.
6. Put a copy of the SRO and the credit card (stapled together) in the folder that is in the loaner box.
7. When the loaner comes back take the SRO with credit card information out of the folder in the box and put it in the folder on Administrative Assistant's desk.  
8. She will invoice out the SRO and shred the credit card.

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Put the item in the model field and the serial number in the serial number field.

GeekBar Inventory

Policy

A plastic box filled with items commonly used at the GeekBar (power cables, mice, etc.) is stored on the shelf under the GeekBar. The items in this box must be tracked on a daily basis.

Procedure

Use the iPad in the GeekBar drawer to access the inventory checklist. 

1. Select the Filemaker app in the dock

2. Go to “checklist-inventory”

3. Click the + sign on the bottom right to add a record

4. Check off the items as you check them. Always make sure the items are actually physically there in the box. Never just check them off thinking you will find them later.

5. Add notes and your name.

6. Press Done

7. Go to the upper left dropdown menu to close the file

Be sure to investigate any missing items from the box.

Check the “Loaners” list in Wunderlist, check the tech room, ask other staff members. If any items are missing indicate in the notes on the checklist what was missing and what was done to find it. We don’t want things to be labeled as missing without some action in terms of discovering why they are missing. If you are still off discuss with other staff members to make them aware that we are missing items.

Inventory

Policy

GeekHampton follows a regular inventory schedule with rotating responsibilities between staff members. 

Procedure

Storewide Inventory

Storewide inventory occurs the first week in January of each year. Inventory is conducted when the store is closed and all available staff, including hourly and salaried, are expected to participate. Ample notice will be given to accommodate schedules.

Other Important Inventory Procedures

1. See Wunderlist P&P for tracking and ordering low products.

2. Any new purchase of a machine with a data transfer should be made into an order before going into the tech room. Collect payment for the order and invoice anything the customer is taking with them at the time. Ensure the computer has been reserved on order. Convert order to SRO and collect needed information for transfer (see setting up SRO for a computer). After the transfer,  is completed, tech will invoice out machine.

3. IMPORTANT: All products are swiped on the sensor to demagnetize. When the security system is set off, do not tell the customer it is okay to leave. Walk over to the customer, remove each item from the bag and test it to see if it sets off the security sensor. Re-swipe if necessary. All beeping should alert us to theft, not our own inability to de-magnetize.

4. Every item is scanned into an invoice using the UPC code. Do not manually key in items. If the product doesn't scan, please contact a manager to help resolve the scanning issue.

5. Some items are difficult to scan and must be entered manually (e.g., Ethernet cables). Always double-check that you are selecting the correct attributes for the item (color, size, etc.).

6. When an item that is scanned returns an “Out of Stock” message, inform a manager prior to completing the transaction, so an adjustment can be made to the inventory right away. If no one is available, make the sale, print the invoice and put it on Sheryl’s desk.

Initial Set Up of Computer and iPad

Policy

GeekHampton technicians perform an initial computer or iPad set up at time of purchase. If the customer knows their Apple ID and password, there is no charge for the set-up.  If they do not know their Apple ID and password or email passwords and want them set up please explain up front that the fee is one GeekBar ($30). 

Procedure

Computer Initial Set Up

1. Set up steps:

   1. Turn on machine

   2. Complete registration of computer

   3. Connect to the wireless

   4. Enter existing Apple ID and Password

   5. Set up existing email

   6. Click an icon from the dock to make sure software opens
      

2. Set up items that are not part of the free service, but can be done for an additional charge.

   1. Resetting passwords if customer has forgotten them.

   2. Setting up iCloud if it has not been set up yet.

   3. Setting up MS Office or any other applications they want installed (e.g., Creative Cloud).

iPad Initial Set Up

1. Set Up steps:

   1. Turn on machine

   2. Complete registration of iPad

   3. Connect to the wireless

   4. Enter existing Apple ID and Password

   5. Set up existing email. Check incoming and outgoing.

   6. Explain to the customer how the cellular data feature works and set it up for them if they want to start using it right away.

      • If the customer is using the iPad as a stand alone cellular or if they are adding the data plan to an existing account they may have to contact their carrier if they do not know their provider information. If they want us to help them set it up, let them know we can but there is an extra charge. There is only an extra charge if we have to spend time on the phone with the provider if it is an easy setup it is part of the initial setup.

      • If they are restoring it from another device make sure the backup is done from the older iPad, then do a restore from it. If they had cellular on the old iPad ask them what type of plan it was and explain that you will try and move the cellular but it sometimes ends up that they have to make a call to the provider. We are happy to help but there will be a GeekBar charge.
        

2. Set Up items that are not part of the free service, but can be done for an additional charge.

   1. Resetting passwords if customer has forgotten them.

   2. Setting up Apple ID if it has not been set up yet.

   3. Downloading of new applications and set up of these applications.

Discounted Products

Policy

GeekHampton offers discounted products in the form of clearance items, previous generation items, open box items and special promotions. All staff are responsible for knowing which items are discounted and how to process them correctly.

Procedure

Location and labeling of discount products

1. Open box machines are 10% off and have a red sticker. All open box items are final sale.

2. When we have clearance items, they are marked with a black dot, meaning 50% off and located on the front table in the store. All clearance items are final sale.

How to process a discounted product in LightSpeed

1. Scan the product

2. Enter the amount of the discount in the field to the right of the dollar amount. Enter either a % or $ to indicate the type of discount

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Proceed with usual checkout procedure.

Completing the Sale

Policy

GeekHampton employees inform customers of the following offerings and review the final invoice with customers prior to completing the sale.

Procedure

1-to-1 Private Lessons

Mention GeekHampton’s 1-to-1 individual lessons and give them a Classes & Tutoring card. Point out the special rate for bringing a friend and purchasing multiple sessions.

Mac Starter Packs

Give them an Offers card with information on the Mac Starter Pack and explain the savings on special packages.

AppleCare+

Discuss Applecare+ with the customer.  If they aren’t purchasing Applecare+ note that in the “Printed Notes” field on the invoice (AppleCare Declined by Customer) and select the correct code in LightSpeed indicating no AppleCare was purchased.

Return Policy

MOST IMPORTANTLY: Explain our return policy (see “Product Returns” policy and procedure) with an emphasis on the consequences of breaking the seal on a computer or iPad. Tell the customer, “If the seal is broken, there will be a 10% re-stocking fee.” 

Review invoice prior to finalizing sale

Once you have created an invoice in LightSpeed read everything on the invoice to the customer to be sure all the correct items have been entered and they understand the total cost.

Beyond the Box (Upselling)

Policy

GeekHampton sales employees approach product sales from a broader view of the customer’s needs and wants called, “Beyond the Box.” The following questions are used to determine the full nature of the customers needs, beyond the purchase of a machine or device.

All employees complete GeekHampton customer service training as well as staying current with the latest releases from Apple’s SEED sales training.

Procedure

When selling a computer

• Do they need any additional adapters or cables? This is especially important with the latest devices, which have fewer and different ports on them.

• Would the customer like AppleCare+? AppleCare+ extends an existing one-year hardware warranty for an additional two years, which now includes two accidental damage incidents..

• What is the customer using for word processing? Would they benefit from purchasing MS Office for Mac? Will they ever have a need for PowerPoint or Excel? Apple computers do not come with an Office suite but they do come with Apple’s version of these products: Pages (Word), Numbers (Excel), Keynote (PowerPoint). Explain the Apple products that are included and the different ways to buy Microsoft office.

• Does the customer have a backup drive? How do they keep their data protected? Show them backup drives.

• Would the customer benefit from one of our private 1-to-1 lesson packages? See current rates.

• Would the customer benefit from our Mac Starter Pack? This includes two one hour 1-to1 appointments and basic data transfer at a significant discount. See current rates.

• Is the customer interested in adding a trackpad to their layout? A trackpad allows for very precise maneuvering.

• Ask the customer if they access CDs/DVDs and, if so, offer them an external SuperDrive. CD/DVD drives are not longer included in Apple computers.

• Does the customer need a case, cover or carrying bag in order to protect their investment from scratches or dings?

• Is music important to the customer? Show them the Sonos room and discuss different speaker options (Sonos, Bluetooth, etc.).

When selling an iPad

• Would the customer like Applecare+? Applecare+ extends an existing one-year hardware warranty for an additional year and also offers two accidental damage replacements (see current rate for iPhone or iPad). Always say “replacement,” not “new.” Apple may replace the iPad with a refurbished unit.

• Does the customer need a case, cover or carrying bag in order to protect their investment from scratches or dings?

• Does the customer have speakers that will plug into the headphone jack?

• Does the customer need an external keyboard? Will they be using the iPad to draft lengthy emails or documents?

• Does the customer have a stand? If they plan on using the iPad in the kitchen, or as a desktop unit, a stand helps keep it at eye level.

• Would the customer benefit from one of our private 1-to-1 lesson packages? See current rates.

• Does the customer want to add any home automation to their iPad? Show them the products we offer in the home automation section of the store