1. Daily Phone Usage This Presentation Will Outline the Retail Store Phone Operation & Inter-Office Communications Press or click the slide to advance

2. Phone System There are two phones inside the retail store. This presentation will explain the “front” phone, located on the south corner of the front counter. Upon entering the store, after performing the “Opening Store Procedures” as normal, e.g. turning off alarm, turning on lights, locate the phone. The “back” phone is similar in function to the front phone.

3. Phone System (cont.) Take phone off “Nite” if it hasn’t been done already. Press “Day” button and enter code “0000” (zeros). Next if the message light is blinking, there will be messages to retrieve. To listen to voicemails, press “MSG” button and enter code “0000”. Listen to voicemails and send manager follow ups of any messages that can’t be handled personally, if manager is not on duty. Day button Message button Message Light

4. Phone System To answer the phone, simply pick up the phone and say, “Hi, this is __________, how can I help you?” Since South Shore Pool Supply has a day message that already says the company name and to reach the Retail Store press ext. 7, there is no need to re-state the company name.

5. Phone System (cont.) To make a call out, first press “9”, pick up the handset, dial 1 and the 10-digit number. Press 9, to get a dial tone. Do not make personal calls from the Retail Store phone unless it’s an emergency.

6. Inter-Office Communications There are several methods to communicate with coworkers at the main office. South Shore Pool Supply has elected to use the following steps. First, use the computer to send a skype instant message. Choose the name of the person. Alert them you need their help. Use skype and converse with them as needed by typing the message. Look for the skype icon on the bottom of the monitor

7. Inter-Office Communications (cont.) After using skype to determine if your coworker is available, and if communicating by skype is insufficient, a verbal conversation might be necessary. You may at this point use the phone to intercom them. With handset down, dial their extension which is typed and adhered to the phone base. Speak loudly and clearly directly into the intercom, say: “Hello ___? this is ____. Do you have time to talk? Picking up the phone handset (not using the intercom on the base) will improve clarity and privacy.

8. Inter-Office Communications (cont.) Conversely, if a coworker from the office is trying to reach someone at the retail store, they will ideally use the same procedure (e.g. use skype to communicate first). If that person fails to first communicate initially by skype and simply dials the store intercom, you will hear, “Hello? Is _______ there?” over the phone intercom. If you are alone (not assisting a customer) and available, either communicate by intercom or pick up the handset and speak.

9. Inter-Office Communications (cont.) If you are not within “ear shot” of the phone (across the store assisting a customer) or doing water testing, the only alternative (not ideal) is to “call out”, “I’m with a customer, I’ll call you back.” or not respond until you are free. If you are with a customer, you may either talk to the intercom, or pick up the handset and say courteously, “I’m with a customer I’ll call you back.”

10. Setting Phone System to Night Message At days end, the phone needs to be set to “Nite”. By doing so, when a customer calls, they will hear a message that the company is currently closed. First it must be determined that there is no one left at the office. That you are actually the last person leaving the company. To accomplish this, simply intercom either extension 205 or 202. Then ask, “Is anyone still around?”

11. Setting Phone System to Night Message If yes, you are the last one, then proceed to turn on the night message by pressing “Nite” button then the code 0000. If no, then DO NOT turn on the night message. Let the office know the retail store is closing and they will need to turn on the night message. Nite button

12. Other Phone Information The phone system is part of the internet. If phone issues, check the internet connection. The phone has other useful options, such as a ”Hold” button if you need to check inventory etc. for a phone customer. There are also transfer (to send a customer call to a coworker) and speaker (to allow multiple store workers to hear the caller) buttons. Transfer & Hold Buttons Speaker Button

13. Thank you! Phone presentation is now complete. Proceed to the quiz portion!