1. Journal Question ► Why is it important for a company to focus on having excellent customer service? Give three examples.

2. Dealing with Cash

3. Why we have rules for handling cash ► We need to have controls in our business to  Protect employee  Protect business  Ensure proper accounting  Protect Customers

4. Point-of-sale (POS) ► A computerized replacement for a cash register ► Has the ability to:  Record and track customer orders  Process credit and debit cards  Connect to other systems in a network  Manage Inventory

5. POS Continued

6. ► A POS system for a restaurant is likely to have all menu items stored in a database that be accessed for information in a number of ways ► Used in most industries including:  Service Desks – auto shops  Restaurants  Lodging – hotels, motels  Entertainment – movie theatre  Museum

7. ► Step 1: Quote the price clearly to the guest. ► The clerk should serve the product and say "that will be $2 please"

8. ► Step 2: Call the denomination of the tendered bill & check for counterfeiting. ► As the tendered bill is taken from the guest's hand, the amount of the bill should be called out loud. This eliminates many instances where a guest claims he handed the employee a larger bill than what is cashed.

9. ► Step 3: Enter a visible sale for the quoted amount directly into the register after serving. ► All employees should be trained to process one sale at a time. Once an employee is allowed to make more than one separate transaction in the register at one time, you have a situation where an honest mistake--forgetting to enter a sale for product served -- or a dishonest mistake, deliberately not entering a sale will eventually occur.

10. ► Step 4: Remove the change before placing the tendered bill into the drawer. ► The best cash handlers leave the bill atop the register while they remove the change. The tendered bill should go into the drawer only after the employee has removed the proper change and counted it back to himself.

11. ► Step 5: Count the change back to the guest. ► This is a final double check that the proper change for the tendered bill is correct to both the server and the guest. ► Step 6: Thank the guest for the sale.

12. FAST FACTS ► ► In 2007, there were 1.46 billion Canadian bank notes in circulation, ► ► with a value of over $50 billion. That ’ s about 44 bills for every ► ► person in Canada. ► ► Counterfeiters passed over 141,000 fake bills in 2007, representing ► ► victim losses of roughly $3.3 million. ► ► Victims of counterfeiting are not compensated for their losses, so it ► ► pays to check your bills. ► ► The $20 bill is the most widely used, and counterfeited, bank note. ► ► Half of all bills in circulation are $20s.

13. Activity ► Please create a script/dialogue that occur between a customer and a cashier  2 characters  What is said during a regular transaction?  Use your own experiences  Make sure you include the steps of the dealing with cash process