Merchandising Solutions Group Inc.

Customer Service

As a merchandiser, you are responsible for interacting with clients and providing reliable, high quality execution merchandising. Here are some interesting statistics:

10 - This is the number of customers companies lose for each customer that complains of poor service.
7 - It costs seven times more to get a new client than to keep an existing one.
13% - Of people will tell more than 20 people about their bad experience.
90% - Of Unhappy clients will not do business with a company again.
95% - Of customers WILL return if an issue is resolved quickly and efficiently.

Our client/customer can be any or all of the following:

The merchandising company that hired us or asked us to contract with them.
The retail store that we are performing the work in.
The manufacturer or third-party who is paying to have us do the work.
The customer in the store who will be buying the product
Any fellow merchandiser who are part of our "team"

While all the "clients" listed above are equally important and each have different expectations of us, they all share the same purpose. That purpose is to provide our clients/customers the most memorable service experience and in the process achieve a significant and powerful differentiation from our competitors!

Merchandisers are encouraged to go the extra mile and build strong relationships with valued business partners and to understand the client's business and competitors. Nothing ensures loyalty like great service.

To the best merchandisers, clients are important people; we care about them and want to meet and exceed their expectations. Below is a list of what ALL merchandising companies expect when dealing with the client:

Ethical Behavior/Work Quality:

Clients trust merchandisers with their promotional products (coupons, rebates, tools, etc.) and you, as a merchandiser, cannot abuse this trust.
Always remember that your actions reflect on client and store images. Within the stores, and in all your contact with store personnel, you must conduct yourself in an exemplary way. This includes appropriate and professional dress, language and treatment of people, including team members, customers and store employees.
Always perform the work fully and accurately and report your work in a timely manner.
Work your scheduled hours; show up on time, take scheduled breaks and finish up in the allotted time.

Remember, you have chosen a career in the Service Business. The only product you have is what you can do for your customers.

Merchandisers who go the "extra mile":

Pay attention to the small details that are important to their customers (internal and external) like "accurately completing assigned paperwork" and "reporting information on time".
Are trained to do things that are important (trained on the fine points of handling customer problems)
Are encouraged to go above and beyond on customer service

Service Recovery:

What happens when you don't meet the needs of the client? It is not enough to "just apologize" for failing to meet the client's expectations of your work.

Service Recovery is defined as the ability to make things right when foul-ups occur.

Service Recovery deals with the handling of customer dissatisfaction, customer complaints and any customer problems or difficulties with your service. It's when a merchandiser actually turns disappointment into satisfaction -- sometimes even into customer delight!

Assume a client/customer is fully satisfied with your merchandising work. Everything looked great and you met their expectation. How many people will hear about your great work? Depending on the circumstance, your client may tell 2-3 people and you might get some additional work orders for your employer.

Now, what happens when a client/customer has a negative experience with your work and ALL negative experiences are memorable! You didn't follow the plans; you were rude; the re-orders weren't placed. How many people will he/she tell now? Satisfied customers tell 2-3 people; dissatisfied customers tell 20 others!

When it comes to Service Recovery, there are three rules to keep in mind:

Do it right the first time
Fix it properly if it ever fails and
Remember, there is no third choice

Remember, your customers can't return "bad service". It is up to you, as a professional merchandiser, to delight your customers above and beyond their expectations.

Service needs to be consistentÉ good quality service today and everyday.

© Copyright NARMS 1996-2005
National Association for Retail Marketing Services

Work Place Safety

Accident prevention is a basic requirement of your position as a merchandiser. You will be held accountable for unsafe behavior. It is the responsibility of each merchandiser to accept and follow their company's established safety regulations and procedures. Working safely is a requirement of the job. Merchandisers are expected to assist management in accident prevention activities. Unsafe conditions must be reported immediately. No employees are expected to work in an unsafe environment.

Most people blame accidents on unsafe conditions. But, in truth, most accidents are caused by unsafe behaviors. The best way to eliminate accidents is to avoid unsafe practices.

Housekeeping is a continuous process needed to keep the workplace free of debris and other hazards while putting all things in their proper place. Periodic inspections should be performed to review housekeeping practices and identify workplace hazards. It is the responsibility of every employee to observe good housekeeping practices at all times. Some housekeeping tips are:

Keep work areas clean and orderly. Totes, bunkers (carts), flat-tops and other equipment must be pushed to one side of the aisle while you are working. The aisle must be open to customers and easily accessible.
Store all tools, equipment and supplies in their proper place. When a box cutter is not in use, the blade must be kept in the closed position, locked with the guard in place. Razor blades are strictly prohibited.
Wipe up all spills or notify your supervisory if additional help is needed.
Place trash in the proper trash containers. Boxes should be placed beside the baler, not in the baler.
Do not stack totes more than four high. When a tote is full, place it out of the aisle in its designated storage area. Use dollies or flat-tops to transport heavier totes or more than one at a time. Keep your back straight while you are pushing a dolly. Hold the handle with one hand and place the other hand on the top tote for balance. Do not overload hand dollies, flat-tops, or bunkers (carts). When in doubt, always ask for assistance.

Some of the more common accidents in the retail business include:

Falling on a slippery surface or stairs
Lifting injuries
Falling from a ladder or chair
Tripping on a rough surface
Sprains and strains
Cutting injuries (box cutters)

Slips, Trips & Falls:
Slips, trips and falls are among the most serious accidents that occur in retail stores and similar work environments. Some precautions include:

Wearing proper shoes that enable you to move comfortably and maintain firm footing -- open-toed shoes or sandals are not acceptable. Make sure the soles of the shoes are designed for the surface you are working on. The wrong type of sole can actually add to the hazards you face on the job.
Be aware of floor surfaces; clean up spills as soon as possible.
Know the clean up procedure for chemical spills.
If you see a spill, make sure it is cleaned up. Don't ignore the spill. If you fail to clean it up or notify someone that the spill exists, someone else may slip and fall.
Keep aisles and doorways clear of boxes, product, fixtures, and tools.

Lifting Injuries:
Improper lifting is the greatest single cause of back pain and injury, so it is important that merchandisers learn and practice good lifting techniques. Remember, if you think you need help in lifting, make sure you ask for it!

Some hazards to watch for in lifting are:

Heavy lifting
Twisting & lifting at the same time
Reaching for objects instead of using a ladder
Bending and overextending

Correct Lifting Techniques:

Stand close to the object you are lifting and plant both feet firmly on the floor, about shoulder-width apart. Point your toes out.
Squat down close to the object with your back straight, knees bent and stomach muscles tight.
Grip the object firmly with both hands, not just your fingers.
Stand up slowly, keeping your back straight and letting your legs do the lifting.
Avoid bending from the waist. Keep your knees bent and back straight when lifting from the ground.
Reverse the above procedures to put the load down.
Don't jump! A jump from a short height (such as the back of a trailer or loading dock) can cause serious injury.

Unloading Trailers:

Use a stepladder to gain access to the trailer -- never use a pallet as a ladder.
Watch for improperly stacked items, they may become falling objects.
Do not jump down from the back of the trailer. Use a ladder.

Ladders:

OSHA (Occupational Safety and Health Administration) estimates that there are 24,882 injuries and as many as 36 fatalities per year due to falls from stairways and ladders.

Ladders should be inspected before each use. Broken ladders should be taken out of service immediately.
Ladders must be maintained free of oil, grease and other slipping hazards.
Make sure that the ladder you are using is the appropriate size for the job.

Personal Protective Equipment (PPE):

You should know how to protect yourself from the potential hazards of your work environment. You can reduce any danger by using personal protective equipment while working in your merchandising position. Here are some things to consider:

While working with chemicals, always read the container label. Even small spills in the retail environment can lead to harmful human exposure. Use proper protective equipment for your work environment.
When power tools are in use, the merchandiser should be wearing eye protection.
Gloves should be worn when unloading, handling or assembling any heavy-duty fixtures and when working with refrigerated/frozen food products.
Knee pads are recommended for extended kneeling.
Wear gloves when using box cutters. Use one sided blades with safety handles. Cut in a direction away from your body. Store sharp blades in a safe manner when not in use. Never leave a sharp blade unattended on the sales floor.

Safety Check-List

Don't overestimate your own strength.
Walk; don't run, to prevent slips and falls.
Use equipment -- hand trucks, dollies vs. lifting when possible.
Break a large load into smaller loads.
Remove any objects you might trip over.
Check the object you'll be carrying for rough or jagged edges.
Make sure the moving equipment works properly before using it to move product.
Change your working positions frequently. (Chronic strain due to an unchanging work position can weaken your back, arms, and shoulders.)
Adjust working heights to prevent slumping or excessive reaching.
Stretch during the day to increase your flexibility.
Wear gloves with a good grip.
Wear safety shoes with reinforced toes and non-skid soles.
Push -- don't pull if the load is too heavy or too large.
Have a first aid kit in an accessible location.
If you are taking medications, be aware of its effect on performance and take precautions.
Do not work if you are ill or impaired by fatigue.
Ask your co-workers for assistance.

Standard of Conduct

All merchandising companies have established Standards of Conduct. Standards of conduct are necessary to help everyone work together as a team and to protect merchandisers and customers.

Unacceptable behavior will not be tolerated. Unacceptable behavior is defined as:

"Any personal conduct which substantially impairs the merchandiser's ability to function effectively by reason of its detrimental effect either on the merchandiser's relationship with other team members or on the reputation of your company."

Examples of unacceptable behavior may include but not be limited to the following:

Unauthorized absences from work (if you cannot show up for work, it is your responsibility to get hold of your team lead/supervisor immediately)
Merchandisers are strictly prohibited from possessing, using alcohol or illegal drugs during working hours (this includes non-prescribed drugs and inappropriate use of over-the-counter drugs while working, operating a company vehicle either leased or owned by the company).
Dealing in illegal drugs, regardless of whether such conduct occurs during or after working hours, is likewise prohibited.
Sharing of confidential/proprietary information about your company, the employees or it's customers and clients
Leaving before your scheduled time or abusing break and meal times
Damaging or destruction of company property, including tools, computers, PDA's or any other property belonging to the company
Bringing personal firearms, weapons onto the client's property
Theft
Insubordination to your supervisors or to the store management
Disregarding company's policies on use of company credit cards or company vehicles

Harassment

MSG has a policy on providing a work environment free from offensive conduct and will not tolerate harassment of any kind.

Offensive behavior is prohibitive by law and includes harassment based on sex, age, race, national origin, religion, sexual preference, disability, marital status or membership in other protected groups.

Merchandisers are expected to adhere to your company's policies regarding harassment in the work place as well as after-hours behavior towards your team members, vendors, customers and clients.

Examples of harassment include but are not limited to:

Inappropriate verbal conduct which includes derogatory jokes, comments or sexual innuendoes
Pressuring a person for sexual activity
Unwelcome touching, hugging, blocking movements of a person while working or constant brushing up against another's body
Making sexual gestures with hands or through body movements
Disparaging remarks to a person about his/her gender or body
Threats to submit to sexual favors as a condition of one's employment

If a merchandiser experiences or witnesses offensive behavior by another merchandiser, by a supervisor or store management, by a customer or any other person whom he/she encounters but does not feel able to deal with the offensive behavior directly, the merchandiser should contact the crew leader in charge or the appropriate individual.

Every report of offensive behavior will be taken seriously and investigated. The facts shall determine the necessary response and actions.

Dress Code and Grooming
Our company's reputation is maintained by the image its employees present to the clients, customers and team members. Therefore, it is extremely important that we dress in a professional manner at all times.

Know your company's policy on dress code and grooming. As a professional merchandiser, it is important to:

Maintain a neat and clean appearance
Use good judgment in selecting on-the-job clothing
For safety reasons, open toed shoes or flip-flop sandals are not allowed.
Cutoff or ripped jeans, tee shirts with off-color or offensive wording, halter or tank tops and swimwear are considered inappropriate at any work site.
Torn, tattered or dirty clothing is never acceptable.
Revealing clothing is unacceptable.
Proper undergarments must be worn at all times.

In summary, as a merchandiser you are expected to:

Meet the quality and productivity expected.
Conduct yourself as a professional, qualified and customer-driven merchandiser
Dress professionally and follow company policies on grooming

©Copyright NARMS 1996-2005
National Association for Retail Marketing Services

Time Management

Everyone has 24 hours each day and 168 hours each week to eat, sleep, work, relax and exercise. Time management, however, does require a merchandiser to have self-discipline and control over the time they spend working in the merchandising field.

The difference between success and failure is not in the amount of time we have but in our utilization of the time available to achieve our results.

Good time management skills allow you, as a merchandiser, to be more productive. In order for a time management process to work, it is important to know what aspects of your job need to be improved. Here are some of the reasons that merchandisers aren't as productive as they can be:

Phone interruptions
Acting with incomplete information
Dealing with team members
Crisis management (putting out fires)
Unclear communication about the project
Inadequate training to do the job

Telephones can be our biggest asset during the work day yet it can also be the biggest cause of not finishing the project on time. Limit your use of cell phone calls during work hours.

Make sure that you have all the information necessary at the start of each project. This will cut down on mistakes and will enable merchandisers to complete the project correctly and on time.

If you are asked to work on a project and you do not have the necessary skill level to complete the project correctly, make sure you communicate that to your supervisor before starting the job. It is your responsibility to make sure that you only take projects that you are qualified for.

Time Management Activities and Skills:
Here are some of the most important time management activities and skills that your company looks for in professional merchandisers:

Prioritizing Skills -- The most important time management skill. It enables merchandisers to handle multiple projects at the same time. Without solid prioritizing skills, you won't have time for what is most important on the project.
"Be Prepared" -- The more clear your priorities are each day, the more prepared you are for unpredictable situations that can occur in merchandising on a daily basis.
Concentrate on your strengths -- It is important to know your strengths and weaknesses so that you can be assigned to projects that suit your skill level.
"To Do" Lists -- Are extremely important for efficient work. Using "To Do Lists" allows you to remember to carry out all necessary tasks and enables you to complete the most important jobs first.

In order to use your time appropriately, you should always ask the following questions before each project:

What is the purpose of the job and how will success be measured?
What is "exceptional performance?" How will a client determine that the merchandiser has "gone above and beyond?"
What are the priorities and deadlines? Merchandisers should be aware of set time limitations.
What resources are available to each merchandiser if he/she runs into a problem?

If you get answers to these questions before starting each project, you will know how to do your job the right way!

Problem-Solving

Working Together; A Requirement, Not an Option

As merchandisers, you will work in a variety of projects and locations. Some projects will require you to work by yourself. Many jobs will require two or more merchandisers to work together to successfully complete the reset or project. You are then part of a "merchandising team."

Team: A certain number of people with complementary skills who are committed to a common purpose, performance goals and approach for which they hold themselves accountable.

To accomplish the goal of the project and to satisfy the client, all members of the team must work together, both with individual effort and with teamwork. Being part of a team that has completed a project successfully -- or not so successfully -- you will learn about yourself. You will learn what strengths you have that you weren't aware of (leadership style and abilities) and you will learn about what it takes to work with others as well.

If you are new to merchandising, working in a team will enable you to become better trained in group decision making, have a better understanding of your company and its work practices and will give you the necessary merchandising skills your company expects of you.

What makes a team "Successful"?
Successful teams have clear objectives, a defined timeframe and are held accountable for results. As merchandisers, you will be given the parameters of each project, what the final product of your work should be, how long you have to accomplish the work and what will happen if you do not complete the work on time and to the client's expectation.

Not all team members are alike. Some have great ideas, others are good with implementation and details and some will be new to the merchandising profession and will need extra help. Before starting any project, it is important to understand what strengths each member has and who will accomplish what.

There are three issues to consider when starting up in a team:

The first is the "task" -- identifying the problems in getting the job done correctly. Merchandisers should evaluate the project and what will need to be done before starting the work.

The second is the "process" -- how will the team work to make all the steps to the project happen. Having a team plan on who accomplishes the different aspects of each project and how they will accomplish their role will be critical to a successful project.

Last, but not least, take direction from the "Crew leader" -- the role of team leader requires some specific skills; ability to influence and lead the team without direct authority; negotiation skills, task orientation, flexibility and the ability to step in and perform any of the tasks necessary when required. Crew leaders should establish ground rules for the project, motivate merchandisers when necessary, secure resources for the team when needed and share responsibility with the team members for the final result.

As a Merchandiser, you are expected to:

Maintain good relationships with your team members
Offer support and guidance when needed (remember that some team members might not have the same level of skills as you)
Help determine who does what and when
Communicate any issues or concerns to the appropriate people
Play a part in developing a productive and cohesive team

Most importantly, make sure you celebrate your team's accomplishment and congratulate yourself on a job well done!

By working together well, you have helped make the client happy and hopefully, ensured additional work for not only yourself but also for your merchandising company!

Merchandising 101

All merchandising companies strive to have the most professional, well-trained and competent merchandiser work force available.

As a merchandiser, what you do for one client might be completely different from the expectations of another client. Therefore, it is extremely important that you have the basic merchandising skills before working on your first project.

In the following pages, you will learn the basics of merchandising including:

Starting Your Day
Plan-o-grams
Components of a Plan-o-gram
Process for Setting a Plan-o-gram
Reporting
Fixtures

We will supply you with the training tools necessary to be successful. We will make certain that each merchandiser is fully prepared to perform the necessary tasks for each client.

Starting Your Day:
In merchandising, every day can be different. It is the satisfaction of knowing that the work is not boring that brings many of people to our profession.

While each day's work varies, there are some basics that you need to keep in mind for any project that you are working on:

Be organized. Have all the information supplied us readily available for review prior to the actual store visit.
If you have several stores to visit, make sure you have directions to each store location (if you are not sure, call the store for specific directions).
Make sure you have all the necessary forms, plan-o-grams, company directives and instructions for that specific project.
Know the person(s) names and titles in the store you are visiting.
Have a box cutter, hammer, screw driver, measuring tape, packing tape, pencil/pen and other necessary tools outlined in your instructions.
Do you need protective equipment? Protective eyewear, gloves, ventilation mask, etc. should be included in your instructions.
Don't park in the prime parking spots. Those spots are reserved for customers.
If the store requires you to sign in, do so. Greet the store personnel and introduce yourself and the company you are working for.
Perform each visit according to your company division directives.
Complete required reports.

Plan-o-grams
The best way to describe a plan-o-gram is that it is a design or "map" of where each item is placed on a shelf or peg hook on a fixture.

Plan-o-grams are computerized blueprints developed at a store's headquarters. They are designed to ensure that the retailer has the desired product displayed to the customer as well as the optimal inventory on each shelf after each merchandiser sets the display. Knowing how to read and implement a plan-o-gram is one of the most important skills a merchandiser needs to have. It's not difficult to learn how to read and work with plan-o-grams and once you have mastered this skill, it will make your work far easier and rewarding.

Components of a Plan-o-gram

Cover Page -- Some companies will have instructions, fixture accessories, signing and POP (Point of Purchase) materials listed on a cover page. Other companies will save the paper and list all information on a schematic page. It is important that you read any and all instructions on the cover page or the schematic.
Schematic -- all plan-o-grams will have a schematic. This is usually the computerized drawing of the plan-o-gram, showing all the details to set it accurately. It will show the set date, how many shelves and peghooks you will need, details about the product placement, the width, depth and height of the plan-o-gram, and sometimes placement of promotional materials. Plan-o-grams are typically set in 4ft sections. Each box on the plan-o-gram represents a product facing. Numbers on the product facing are called Loc ID's and will cross reference the schematic to the SKU (Stock Keeping Unit) Listings which will give you more information about each product.
SKU Listing or Line Listing -- This is a listing of all the products that go on the plan-o-gram. It usually will start with the Loc ID that is on the schematic followed by the number of facings, the SKU (Stock Keeping Unit) number, the UPC number, the product description and other information about the placement of the items. The SKU listing or Line Listing will give you information to identify the product.
UPC Code or Universal Product Code -- Standard for encoding a set of lines and spaces that can be scanned and interpreted into numbers to identify a product. A sequence of numbers and bar code on the back of each product.

Process for Setting Plan-o-grams

Before you start setting the plan-o-gram, make sure you have all the necessary supplies and materials (including cleaning supplies, labels, any new fixtures, or fixture accessories such as new shelves, peg hooks).
Locate the new product to put on shelves.

Check with store personnel about obtaining containers to store deleted and back-stocked items. Verify what you need to do with deleted/damaged items.
Section size can vary by store; insure that you will be working from the correct plan-o-gram. Count the shelves already in place. Make sure you have the correct size shelving before you start removing product. Typically the shelf part number will be on the cover or schematic page.

Always have the correct number of Peg Hooks/J-hooks and holders before you start. Hooks come in many shapes and sizes. Make sure you have the correct sized hooks. Typically the part number of the fixture accessory will be on the cover page or schematic page.

Find out if there is Point of Purchase (POP) needed for this plan-o-gram. Typically the POP material or any additional signage will be listed on the cover page or schematic page.

Point of Purchase Materials

There are three important components when setting a plan-o-gram:

Setting 4ft sections vs. the entire POG - Setting a plan-o-gram during store hours can be a challenging task. In most cases you will have customers making purchases off the plan-o-gram that you are working on; therefore it is best to keep the area as shoppable as possible. Many stores will want you to work in 4ft sections vs. resetting the entire POG at one time. If you are resetting the POG after store closing it may be easier to set all sections at the same time.

Concept of Lead In -- Many plan-o-grams will have an arrow on the lower left hand corner of the schematic that shows which direction a plan-o-gram should be set. This arrow is called the lead in arrow. Setting a plan-o-gram with a lead in can get a little tricky, so understanding the concept is very important.

When setting a plan-o-gram with a lead in arrow you will need to be aware of the location of the gondola in relation to the main aisle. It is important to ask store personnel where the main aisles are.

Some companies will give you x and y measurements from left to right or right to left to help you set a plan-o-gram, some will give you measurements only for setting a plan-o-gram left to right and you will have to extrapolate the measurements to set the plan-o-gram correctly right to left.

Plan-o-gram reset vs. Revision -- Knowing the difference between a Plan-o-gram reset and a Plan-o-gram revision will save you lots of time. A revision means you will only remove certain products and replace them with new ones. You will always change the shelf labels. It also means you will not have to take down the entire Plan-o-gram and rebuild it saving valuable time. Study your instructions, it will tell you if the change is a reset or a revision.

Removing the old Plan-o-gram

If store personnel has not pulled discontinued products, then pull it and place it in the designated container.
Remove all products that will remain with the plan-o-gram reset and group it on the side of the aisle.
Always clean shelves and shelf tag channels as needed. Use a good cleaner (use your protective wear if applicable). Remove stickers, price tags and POP materials (be sure you do not destroy POP materials that may reused). Do not skip this step unless directed by store personnel.
Remember to keep product, cleaning supplies and additional shelving out of the main aisles and away from customers. It is your responsibility to keep the work area safe and shoppable.
Most plan-o-grams will tell you where to set the shelves height above the base either by inches or notches along the side. You will need to count these to set the shelf correctly. Usually the height indicated is the top of the shelf.
Place one product for each facing listed on the plan-o-gram to insure that SKU will fit. If the product doesn't fit, you need to adjust the shelves.
Work each section separately. Start on bottom shelf and work up one shelf at a time. Please remember line item numbers start on the left and move right.
When setting a plan-o-gram with peghooks, take the time to count the holes on the pegboard correctly. The peg holes will either appear on the schematic or measurements will appear on the line listing that give you inches up from the base and inches over from the lead in.
If you are setting a combination shelf/peghook plan-o-gram, set the shelves first from the bottom up and then set the peghooks from the top down. Adjust where needed. There are a variety of peghooks (J-Hooks, Skyhooks, etc.). Make sure you have the correct peghooks for the plan-o-gram.

Resetting the new Plan-o-gram

Place one unit of each product on the shelf or peg hook based on the schematic and line listing. Ensure that all product fits on the shelves and peg hooks that you have placed on the POG.
If there are issues with fit, have the store personnel make adjustments to ensure the fit of each product.
Before filling in the POG with product, place all the point of purchase materials or additional signing on the POG.
After all changes have been made and all products are placed on the shelf, place labels correctly according to the plan-o-gram. Decide what labels are missing and ask store personnel for new labels. Labels are usually placed under the left hand edge of the product.
Once all products, labels and POP materials fit, it is time to fill in the plan-o-gram with stock. Any excess product should be put into containers to go to the stock room. If there is product missing from the POG you can have store personnel bring additional product from the stock areas to fill in. Break down boxes as you go. Ask store personnel where to take boxes.

Finishing Up

Have the Crew Lead person of your merchandising team check your finished plan-o-gram. Make any necessary adjustments.
Clean up -- Make sure you leave nothing behind. Check that debris and supplies have been removed from the aisle.
Return any cleaning materials supplied by the store.
Throw away any trash; put back any unused shelves, pegs, etc.
Discontinued, damaged and outdated merchandise has to be brought to the attention of store management for disposition. Never take any product home with you.
If damaged goods or returns are being handled, be certain to follow the store's specific procedures on where to put the merchandise and how it should be boxed.
Inform the store manager that you have finished your work and ask them to review the completed display.
Sign out on your way out of the store.
Follow up with the necessary paperwork, computer reports, etc. in a timely manner (according to your company's requirements).

Reporting Process

There are several ways to get information from the office to the field, from the field to the office and feedback from the office to the client.

Reporting from any source must contain all pertinent information once the client and our company agree on the upcoming merchandising project.

The company needs to distribute the information to the merchandiser, either directly to the merchandiser or through the supervisor.
As the merchandiser completes the assignment, the reporting process continues. Information contained in the report is the date, job identification, merchandiser identification, client or product identification, start and end time, questions pertaining to the particular project, and room for comments. Store management will sign or stamp this report. If this information is hand written, it is very important that it be legible and organized.
This information is relayed to the company in whatever means the company uses.
Reports are completed for each job, each day.
Know how we handle these reports and the time frame you have to get the report to the appropriate person in the company.
The information gathered from your reports will made available to the client for review by web access, fax, or mail.

Reporting is a necessary part of every job and it is very important to keep this information neat and organized.

Multiple Fixtures:

90% of plan-o-grams are set on the gondolas varying in sizes from 2ft to over 40 ft. There are other types of fixtures that will also use plan-o-grams to show the placement of product. Some other types are 4-ways, Spinners, Greeting Card Fixtures, Promo tables, Endcaps, Cosmetic Fixtures and finally Walls. The basics that we talked about above can be used with all fixtures and it will enable you to set most any plan-o-gram.

Additional Information:

Most products will have a sequence of numbers and bar code on the back. These numbers are called a UPC code.
When products are merchandised in more than one category in the store it is called "Cross-Merchandising". An example of cross-merchandising would be batteries; customers will find batteries in a variety of locations such as toys, sporting goods, cameras, end caps, etc.
The abbreviation "UOM" on a plan-o-gram means Unit of Measure.
"Preferred Product Location" is a term used to indicate product that is located between hip level and eye level.

©Copyright NARMS 1996-2005
National Association for Retail Marketing Services

Merchandising Terminology

Add-on: Additional merchandise that could be added-on to a sale and purchased by the customer

Adjacency: The layout of the store that shows how each plan-o-gram or rack is set next to each other

Anchor Bolts: These are used to anchor and upright to the floor to prevent it from being moved or tipping over.

Back Order: An item or order that is presently not in stock but is being reordered and will be available at another time

Back Room: Stockroom or receiving area where reserve product is stored

Back Tag: A printed card used to hang from a peg hook showing that a product is out of stock, the number of facings, SKU and description

Baler: A large cardboard compactor found in the back room

Bar Code Scanners: Reads bar codes. Bar code scanners are generally classified as wands, hand-helds, etc.

Bar Code: A group of lines printed on a piece of merchandise or on a label attached to the merchandise, also known as a 'UPC Code'

Base: The bottom flat part of each gondola section, sometimes also referred to as Shelf 1

Beams: These are used to hold the uprights together and also this is where the product is placed. There are 3 Different size beams; there is a 2.5in, 3.5in, & 5.5in. These beams are used throughout the store depending on what goes on the shelves and how much the product weighs that sits on the shelves.

Blueprint: This is an overall layout of the store and is used to know where everything is at in the store and is used to set the store at the time of Opening or during a Remerchandising job. Every 1/16 of an inch equals 1 foot.

Blitz: A type of merchandising that denotes a rapid roll-out of a product or plan-o-gram within a geographic area. A blitz is usually coordinated with an ad date or promotional event

Building a Display: Arranging and putting together merchandise or sample products, usually from scratch

Buybacks: This is a product that has been designated by the company who manufacture’s the product as a discontinued item that they will be buying back from the store at full purchase price. These products need to be pulled from the shelf and taken back to the RTM clerk for return. The RTM clerk is located in the back in Receiving in a caged in area.

Carpentry: Wrap bays, set new product in displays that are built, rough carpentry, finished carpentry, set Plumbing display Pods according to print & also set product in those pods according to detail sheet. Also assist in moving gravity bins and existing peg boards with product still on boards.

Category: Refers to the section (set) in the store i.e. Domestics

Chain Drug Store: A pharmacy-driven outlet with a large general merchandise and HBA business. Example: Walgreen's, Eckerd's, CVS

Clearance Merchandise: Merchandise that the retailer has discontinued and cannot charge back to the manufacturer, usually seasonal and priced to sell quickly

Computerized Inventory System: A computer program that tracks inventory and sometimes creates automated replenishment orders

Cross Merchandise: Mixing merchandise from several different departments on a single merchandise display; a product merchandised in more than one category

Cut-in: When a new product is introduced, the manufacturer usually likes to cut-in the new product into the existing plan-o-gram via a Revision.

Cycle: A set period of time where a merchandising visit can be performed

Dead Label: An EAS label in an inactive state where it will not alarm an EAS System

Demonstration: Showing how to complete a task. Sometimes called a demo, often used in conjunction with food sampling

Direct Store Delivery: D.S.D. is when product is shipped from the manufacturer directly to the store.

Discontinued Item: Items that are no longer being merchandised in the category

Display: An entire gondola side, counter, category set complete with product and point of purchase materials

Disposable Label: An EAS label that is attached to or inserted inside of product packaging and is not intended to be removed at the point of purchase

Distressed Goods: Items that have been damaged or soiled

Divider: Used along with fencing to separate product on the shelves

Do-It-Yourself-Stores: Some examples of DIY stores are Home Depot, Menards, and Lowe's

Dummy Facings: When the actual product is not in stock, another product with the same dimensions is temporarily faced backwards to ensure correct space is left on shelf

Dump Table: A table or bin used to display merchandise

EAS Label: Abbreviation for Electronic Article Surveillance; lightweight tags that are attached to garments prior to placing on sales floor in order to deter shoplifting

End Cap: A 3 or 4 foot section located at the end of a gondola used to merchandise seasonal, temporary or promotional product. High margin items are placed on end caps to generate impulse purchases

Enhancement to Processing Speed: Report creation, Photo Reports, and Pop Reports.

Facing: The number of times a product is merchandised on the shelf or peg hook. Some better selling products have more than one facing.

Fast-Back Hook: A two prong hook that attaches into the pegboard

FBMO: These are better know as Front 2 Backs in Lowes, They are used as an added safety precaution they keep the beams from spreading apart when there is product added to them, It also keeps the Decking (Wood) in place and does not allow it to slide or move from side to side.

Fencing: Acrylic rails secured to the front of the shelf to contain product on the shelf

Fixture Accessory: Shelves, Peg Hooks, etc.

Fixture: A display furnishing to hold merchandise

Free Standing Store: A retail outlet that stands by itself and is not attached to a mall or shopping center

Front Runner: Plastic strips that attach to the pegs to hold the labels

Gondola: A type of free-standing shelving unit where products are merchandised, usually secured to the floor

Gravity Bins: These are bins that are filled with product and are gravity fed down so that as you remove a product another falls in its place. They are usually mounted to an upright in a department with cross merchandise in them.

Grey Stripes: These are only used when there is more than one facing of the same product on an elevation. These stripes are placed on the beam and separate one product from the other.

HBA: Abbreviation for Health and Beauty Accessories

HBC: Abbreviation for Health and Beauty Care

Hang Tag: Manufacturer's label describing the merchandise. Also a hanging price tag used on garments and other merchandise

Hard Lines: Durable merchandise that includes everything from hardware and appliances to Health and Beauty Accessories

IRC: Abbreviation for Instant Redeemable Coupon or Instant Rebate Coupon

IVR: Interactive Voice Response is an electronic reporting system that allows employers to gather store completions in addition to payroll information

Identifier Sticker: A sticker adhered to product packaging, which communicates, that the item is protected against theft or shoplifting

Inlays: These are another style of metal decking that is used primarily in New Lowes stores. This style of decking goes on any elevation below 8 feet and is used on all elevations where product is within reach of the consumer.

Inventory Shrink: Reduction in inventory caused primarily by shoplifting and employee theft

Inventory: Merchandise in-stock and currently available

J Hook: A hook so called because of its J shape. Placed on a shelf used to merchandise impulse products

J-Pins: These are safety pins that look like the letter J and are used on any beam that will have a Pallet of product place under it anywhere in the store. This is pin is placed in one of the holes in the Upright where the beam is placed. This pin prevents the beam from being pushed up or knocked out of place by the pallet below it. These pins are only placed on the front beams in any store.

Just-In-Time (JIT): A replenishment system that reduces the amount of space a retailer needs for back stock. The product is reordered every time the cashier rings up a sale

Kiosk: 1) A small leased area, booth or cart inside a mall or store. (2) An interactive display or terminal giving access to an Intranet or to the Internet from inside a store for ordering or checking on merchandise

Label: Contains price information for the consumer. Labels are placed in the shelf channels to the left of the product or on the front runners for peg hooks

Labels: This is the term that is used for pricing stickers. There are many types of labels there are BEAM LABELS, BIN LABELS, 3x5 LABELS, 2x10 LABELS, 7x10 LABELS, and also SIDE STACK or STACK OUT LABELS.

Lead In: The first product a consumer sees from the main aisle. Plan-o-grams have lead in indicators to show which end of the plan-o-gram starts near the main aisle.

Live Label: An EAS label in an active state, which will set off the store alarm system if the merchandise is taken past an authorized check point

Loss Leader: Merchandise sold at or below cost intended to bring customers into the store

Manufacturer: Producer of products and merchandise that people buy

LRT Gun: Scans Bar Codes and Item numbers. Tracks the stores inventory and whether the product(s) are active or discontinued.

Mapping: The process of determining locations and adjacencies of departments and merchandise inside a store

Mark Down: A reduction in selling price

Mass Merchant: A discount retailer that carries a wide variety of merchandise. Example: Target, Wal-Mart

Merchandising: Presenting products in their best light to generate more sales

MSG: Merchandising Solutions Group

Mystery Shop: Store visit requiring merchandiser anonymity in order to evaluate customer service or gather product information in an unbiased manner; form of market research

NARMS: Abbreviation for National Association for Retail Marketing Services

NLPL: These are New Lower Price Labels, These labels are green and indicate that the price has dropped without going on clearance.

NOP: Not on Plan-o-gram.

Not on File Form:This form is used when setting a plan-o-gram in Lowes during a major Remerchandising Project. It allows the Corporate office, the Project Manager, and the Store to know what they may have listed on a POG to0 go into a certain set that may not be carried by that particular store, may be non stock already, May be a product that they wish to be non stock but the store sells and is a good seller, or is a new product that has not yet been ordered yet.

NSOP: Non Stock on Plan-o-gram

NS: Non Stock

OOS: Abbreviation for Out of Stock; item not available for sale at this time

Overhead: The shelf above a section holding overstocks or discontinued items also called Cap Shelf

Overstock: Additional stock of product that is full to capacity on the shelf or peg

Photo Report: Select the number of photos to be displayed per page, and view the report questions associated with each photo.

POG: Abbreviation for Plan-o-gram.

POP: Abbreviation for Point of Purchase material. Printed material that draws attention to the product on the shelf

POP Orders: Includes the reps’ territory assignment (if populated) and any comments entered on the PDA. Also the “SHIP TO” address is not included.

POS: Abbreviation for Point of Sale Term normally used to describe cash register systems that record transactions or the area of checkout in a retail store

Peg Board: The backing on many fixtures where hooks are inserted to display product.

Peg Hook: Metal or plastic hooks that fit into the pegboard to hold product.

Pegged Merchandise: Product that is merchandised on peg hooks

Physical Inventory: Physically counting the individual items in stock at a particular date and time

Plan-o-gram: A schematic drawing of fixtures that illustrate product placement. Picture or layout plan describing where merchandise is to be placed on the fixtures. Also known as a POG

Preferred Product: Shelves that are located between hip level and eye level

Private Label Brand: A store's in-house brand

Rack Jobber: A wholesaler that is allowed by a store to install, stock and replenish selected items on display racks

Reserve Stock: Merchandise that is stored in an area inaccessible by customers

Reset: A major change or revision to an existing plan-o-gram, a section, department or an entire store

Retailer An individual or firm that sells goods and services directly to the consumer

Riser: Shelves above the shoppable portion of a gondola

Rotate Stock: Stock new merchandise behind old merchandise when filling displays. Can also mean replacing old stock with new stock

Rounder: Round apparel rack fixture

SKU: Abbreviation for Stock Keeping Unit. Some SKU's have more than one facing. Each SKU is associated with a different product on a plan-o-gram (POG) and is a number assigned by the retailer to keep track of the type, color and size of a product

Salvage Goods: Merchandise that has been damaged in transit or storage

Schematic: Line-art drawing of the plan-o-gram, showing how many shelves or peg hooks to use.

Seasonal Merchandise: Products that are in demand at a certain time of year, such as Christmas or Back-to-School

Secret Shopper: A merchandiser who samples service or products without the knowledge of the employees and reports the findings to the manufacturer or merchandising company

Service Recovery: Dealing effectively with customer complaints, problems and dissatisfaction.

Shadow Line: This an imaginary line on the top of all beams where the Price label is to be placed.

Shelf Channel: The indented front of the shelf where labels or plastic label strip holders are placed

Shelf Extender: A 7 metal extender used to merchandise and compare a name brand product to a private label product

Shelf Label: Label showing item placement on the shelf and description of product size, price, UPC code, ordering code, movement and date tag was printed

Shelf Talker: A small sign that points out sale, product features or price

Sky Hook Peg: Fastback metal peg with label holder attached. Front-runner is not used

SNOP: Stock Not on Plan-o-gram.

Soft lines: Clothing merchandise including accessories

Specialty Retailer: A retail outlet that concentrates its merchandising efforts in a particular category of items within that category. Example: ToysRUs, Ace Hardware

Stock Turnover: A measure for determining how quickly merchandise is being sold

SuperStore: A larger supermarket or discounter store. Example: Target Superstore, Kroger, Wal-Mart SuperCenter

Surge: Expanded or increased need for a reset due to a new item initiative

T-Stands: Basic apparel fixtures with posts topped by cross bars

Telzon: Hand-held tracking unit used to order and track store inventory

Top Stock / Over Stock: All top stock / over stock should be placed if possible above the product below. This is the term that is used for all products that will not fit on the shelves that are to be shopped by the consumer.

Tri-Level Round: An apparel fixture with three face-out arms

UOM: Abbreviation for Unit of Measure

UPC: Abbreviation for Universal Product Code

Universal Product Code: Standard for encoding a set of lines and spaces that can be scanned and interpreted into numbers to identify a product. A sequence of numbers and bar code on the back of each product

Uprights: This is the steel that stands upright and the beams attach to, there are different sizes and each one is used in a specific manor. There are also different weight capacities for different uprights. The most common B, J, K, S, & PKR. The PKR, S, & J uprights are no longer manufactured. Each one can support a different amount of weight

Vendor: Person or company providing merchandise or service to a retail store

Visual Merchandising: Arranging items for display. Also known as Visual Presentation

Waterfalls: These are metal style decking that is used in all the new stores and in most of all the Receiving Departments throughout Lowes. This style of metal decking goes on any elevation above 8 feet and on any elevation where a pallet may be placed.

Wing Display: A display that flanks or attaches to the side of an end cap

Wood: This another style of decking that is used in all of the older Lowes stores. It is a 2x6 or a 2x4 piece of wood that is used for decking all shelves so that the product and the Top Stock /Overstock may be placed in its proper location.