CTSJ has performance requirements that must be met by all employees. Below is a list of performance expectations that are required by all CTSJ employees.

• Show up ready to work each day for your assigned shift and be prepared to stay if you are still needed
  • Be Flexible. During On Season, you expect that you may have to stay later to complete all your tasks or to help out with busier days.
  • Be Dependable. You may be called in to cover a sick employee or to support an unexpectedly busy day. Being there for your team is key in being a successful CTSJ employee.
• Maintaining a positive attitude from start to finish each day you are at work
• Following procedures properly and accurately
  • Do not differ from procedures because you think your idea’s are better, skip a step because you deem it unnecessary, change pricing because you feel prices are unfair, etc
  • These procedures are designed the way they are for a reason and must be followed.
  • If you have new innovative ideas or see a change you can make in a procedure to provide a more effective outcome, share it with your manager. These ideas will be vetted and accepted if they are in the companies best interest.
• Completing tasks in a timely manner.
  • Manage you time wisely. Prep for success by setting realistic goals.
  • Projects must be completed from start to finish. For larger projects, break the project into smaller achievable activities.
• Continually refining and perfecting your skills to meet our standards.
  • Identify your strengths and weaknesses. Use this to your advantage to focus on areas where you can improve.
• Always on task, avoiding distractions and time wasters
  • This includes completing tasks given to you by your manager in the time frames that are requested within reason or asking for a time extension if needed.
  • NO PHONES except for work related communication and emergencies.
  • Align family or friend interactions with your breaks and lunches, not on the clock.
• Keeping mistakes to a minimum to avoid product loss.
  • Some cases product loss is unavoidable, but in most instances the employee was not following the procedures properly resulting in damaged or lost merchandise.
• Actively engaging customers and promoting higher sales
• Maintaining a high level of accuracy
  • This includes but is not limited to Lightspeed transactions, print placement, inventory counts, etc.
• Go above and beyond
  • Sometimes its that extra push in customer service or task that really puts you above the bar in performance.

Assignments:

Employees typically will be assigned certain tasks that they are responsible for completing. These assignments are recurring tasks that should be done on a normal basis (ie. daily, weekly, after closing, etc.). You will be assigned these tasks by your manager. Completion of these tasks are your responsibility and must be completed in the times specified. During busy days, it may be necessary to come in early or stay later in order to complete these tasks. In situations where you are unable to complete the task (ie. family emergency or illness) it is your responsibility to report to a manager that you will be unable to complete the task for that day. A manager can then find someone to complete the task or reassign the task for a different time. Assignments that employees fail to complete can lead to serious and sometimes costly problems (ie. Equipment maintenance not being completed and equipment failing/breaking). Often a manager will set these assignments as a recurring task on the Deputy App to confirm that the task is getting done. In this case, make sure to mark the assigned task on Deputy as completed. Marking a task as completed when the assignment is still incomplete will result in disciplinary action.

Delegation:

Managers will often provide extra work on top of your current job description that needs to be completed. The manager typically gives you a time frame that day in which the task needs to be completed. A delegation can be a wide range of different tasks that is not in your general job description. These delegations must be completed in the requested time. You may request a time extension from your manager if unforeseen circumstances are preventing you from completing them in the allotted amount of time. Failing to complete these tasks will result in disciplinary action so ensure that you are managing you time wisely in order to complete these tasks.

Remember that your #1 goal as a Sales Associate is to work with the customer and gather as many high quality sales as possible. Delegated tasks will be completed around the slower times when you have no customers that you can sale to. If the manager needs the delegated task to be done right away, the manager will provide another sales associate to cover the sales floor so you can quickly complete the task and get back to sales or the next delegated task.

In order for our sales associates and stores to perform at peak efficiency, it requires teamwork! When our stores get busy during the On season, you and your team will be communicating and working together in order to quickly complete sales transactions. Good communication is essential in order to work smoothly as a team. Always bring a positive attitude to work and towards your fellow co-workers. CTSJ is comprised of many different stores, all with their own merchandise and sale trends. There is nothing wrong with friendly competition between the other stores but understand we as CTSJ are all one big team so always be friendly and helpful to others regardless of what store they typically work in. It is also okay to engage in friendly competition between other co-workers at your own location, but remember to be respectful. If one of your fellow teammates does not share the same interest in friendly competition, respect their right to do so. As long as every one is respectful and helpful to each other, we will continue to be a strong and productive team!

• Loss prevention is a responsibility of every employee at CTSJ Inc.
• Theft is a commonplace occurrence in retail shops such as ours, however the majority of losses are easily preventable
• In many ways, the prevention of theft is equally as important as making sales
• The most effective way to prevent theft is to be constantly interacting and speaking to customers, as would-be thieves are often deterred by too much attention
• Employees are expected to always be aware of their surroundings and actively look for people who are acting suspicious

Dos and Don’ts to prevent loss:

DO: Greet every customer

A simple greeting to a potential shoplifter can deter them from stealing. People that go in unrecognized are much more likely to shoplift.

DO: Keep the store clean and organized

A messy, unorganized store makes it easier for shoplifters to steal

DO: Build Customer Rapport

Building relationships with customers makes them less likely to steal from our stores.

DO: Watch for loiters

Loiters are bad for business, and some that feel comfortable loitering in the same store are more likely to steal.

DO: Watch for suspicious behavior

Often potential shoplifters will be carrying large bags. They may also be wearing sunglasses inside the building, hats, and/or large sweatshirts.

Shoplifters often stay in the same section of the store for extended periods of time. They may continually check to see if you are looking at them.

DO: Keep your team spread out throughout the store

Having all employees behind the counter for example, is a poor decision. Theft is much easier when all employees are in one area and much more difficult when the store is covered.

DO: Be aware of distractions

Some shoplifters may be working in pairs or teams. Sometimes they may have someone there to distract you while they steal merchandise. Even during conversation with our customers, be aware of your surroundings and things happening in the store.

DO: Use language like “is there anything you need me to hold for you at the counter?”

If you notice unusual behavior, approach the customer and ask questions. Imply that you are aware the customer has shown interest in items and made potential selections, and are naturally expecting a purchase to follow. If the customer is acting unusual, be very forward with your attention – it is ok to potentially make them feel uncomfortable (innocent people typically won’t be made uncomfortable). You can also ask “is there anything you need to pay for before leaving?”

DO: Ask a suspicious customer to leave the store

If the customer is clearly acting suspicious, notify a team leader if available. Immediately interact with the customer and be preemptive in asking a suspicious customer to leave the store. Don’t wait for something to happen. Ask them to leave before something happens!

DO: Get a detailed description (and preferably a photo)

Take note of the potential shoplifter’s appearance including age, height, weight, hair color, eye color, clothing and any other distinguishing features. Also take note of any specific items they have in their possession. If you are able to do so safely, snap a photo of the person.

DO: Immediately notify the other stores

Notify our sister stores of any suspicious individuals so that they can be on the lookout. Provide a detailed description and send photo(s) if available.

DO: Check video surveillance

If you believe a theft may have taken place, immediately check the camera system. If the act was caught on camera, contact the police and provide them with the information.

DON’T: Assume only customers are capable of stealing

Even co-workers are capable of shoplifting from our stores. Report any theft or suspicious activity to Management.

DON’T: Profile customers

A common stereotype is that certain races and genders are more likely to steal. Studies have shown that many of these stereotypes are untrue. It’s essential to treat all shoppers with the same levels of trust, respect, and suspicion.

DON’T: Verbally accuse a potential shoplifter of stealing

Confrontation can be dangerous with certain types of shoplifters. Do not accuse them of stealing as this can be dangerous. They are not a shoplifter until they leave the building with the item.

DON’T: Physically confront or chase a potential shoplifter

Never get physical with a shoplifter or put yourself in harms way. Don’t pursue or chase a shoplifter.

Scenarios:

If you feel a customer is attempting to shoplift, walk up to them and begin to talk. Do not approach them and accuse them of stealing. Instead ask if they need help and bring up the context of the situation. Here is an example

Potential Shoplifter: *Suspicious individual picks up a hat after looking around the store and puts it in his bag*

You: *Approach customer* “Hello sir, I noticed you were using your bag to carry one of our hats. I can hold that hat for you at the register so you can continue to shop until you are ready to purchase it, it’s not a problem!”

In most cases, the shoplifter will realize they are caught and give you the product back. They may pretend to shop some more or attempt to steal another item, but typically they will leave once they know they are on your radar. Even if the individual wasn’t planning on shoplifting, placing items in bags prior to purchase is against our policy. There is also the risk that they forget to pay for it once they get to the counter.

Get a good description of the individual including snapping a photo of them with your phone discretely if possible. If the individual walks out the store with the items unpaid, he/she has now shoplifted.

When an individual is caught shoplifting:

1. Report the theft to your team leader and/or Management. They may call the police (not 911 unless it’s an emergency). He/she will need a description of the person and the items that were stolen.
2. Have a detailed description (preferably a picture) and provide this to your team leader/management.
3. Notify our sister stores and provide the description/picture of the shoplifter(s) to prevent further loss.

Seaside Police (non-emergency line):
503-738-6311

Cannon Beach Police (non-emergency line):
503-436-2811