4341 SSA 2018 Managers Rulebook LO11

YOUR SUPER SERVICE
CAN CHANGE THE GAME
FOR YOUR STORE AND
WIN YOU BIG REWARDS!

FOR CUSTOMER SERVICE

Get high scores in each of the 3 stages and
your whole store could stand a chance to
win prize money at the end of the game!
Plus you could win the trip to
Winners Week in Cape Town!

MANAGERS RULE BOOK 2018

BROUGHT TO YOU BY THE SHOPRITE GROUP 1

CONTENTS

COMPETITION SUMMARY 3-5

Overview 3

New News 3

Rewards 4 -5

JUDGING 6 - 11
5 Key Areas 6 - 10

New - Best in Key Area 11

ACTION PLAN 12 - 13
Managers Action Plan 12
13
Champions Action Plan

STAGE & GAME 14 - 16
WINNERS REWARDS 14 - 15
Store Rewards
16
Store Prizes

OTHER COMPETITIONS 17 - 21 START
Cashier Competition 17
Transrite Competition
Transpharm & CFS Employee 18 -19
of the Month Competition
Furniture Sales Staff Competition 20
21

TOPSTARS 22 - 23
CONTACT US Back Cover

2

THE SUPER COMPETITION
SERVICE AWARDS SUMMARY

The Super Service Awards competition is the Shoprite JUDGING
Group’s internal motivation competition that educates
and rewards staff for improving their Customer Service. ACTION PLAN
Stores that achieve a super level of Customer Service
can win store prizes, prize money and luxury trips to STAGE &
Cape Town to attend the Gala Awards ceremony. GAME WINNERS

NEW NEWS REWARDS

This year we have 5 New Key Areas to help your store achieve
Super Customer Service! Your store will now have chance to
compete in your division to be the best at each of the New Key
Areas, with prizes being awarded at every stage of the game!
That’s right! Now your store has an extra chance of winning
every stage! See pg.11 for more info!

OTHER

COMPETIONS

CONTACT US

Winners Week TOPSTARS

3

BACK TO TOP SCORES
CONTENTS
WIN BIG
PRIZES
REWARDS>>>

Every year we reward thousands of staff
for delivering Super Customer Service.
Use your Super Service skills to win store
prizes in every stage of the game.

100 INDIVIDUAL PRIZES

MORE THAN

50 000
STAFF REWARDED

with super prizes throughout the year.

5000

WINNING STAFF

Every employee from 30 winning stores
will receive up to R2000 in prize money.

rewards

4

PRIZES PER STAGE COMPETITION
SUMMARY
173 STORES WIN IN EACH STAGE
100 JUDGING
See pg 14 - 15 for how many stores win in your Division.

519 STORES WIN THROUGHOUT THE YEAR

with winners from every Brand and every Division, so your store
has a great chance to win!

30NNNEEEWWW BEST IN KEY AREA ACTION PLAN
WINNERS PER DIVISION

END GAME PRIZES STAGE &
GAME WINNERS

REWARDS

+100 GALA OTHER

trips awards COMPETIONS

TO CAPE TOWN FOR Enjoy a night of glamour in the spotlight
WINNERS WEEK as Home Office celebrates your store’s
Super Service.

WINNERS WEEK is our way of rewarding those stores that CONTACT US

have achieved a super level of service throughout the year. This includes
a trip to Cape Town with VIP dining and adventurous outings,
all topped off by the Gala Awards Ceremony.

5 TOPSTARS

BACK TO UNLOCK YOUR
CONTENTS CUSTOMER SERVICE

POWERS>>>

To play the game, master these 5 Key Areas and
lead your store to victory in each of the 3 stages.

FRIENDLY 1
Staff
Be friendly and always willing to help.
Always helpful If you can, speak to customers in
to customers a language they speak.

Say hello, goodbye and thank you to
every customer you assist.
Above all, be professional.

Be charming and polite to our customers.
Always smile and look at the
customer when helping them.

Treat your customers and colleagues
the way you want to be treated.
Listen attentively to what our
customers have to say.
Make sure you answer our
customers’ questions correctly.
Pause your chat with co-workers
while serving a customer.
Share your product knowledge
with customers.
Upsell and cross-sell products.

6

First-time 2 JUDGING
FRESHNESS
We promise our customer
Fresh and perfect freshness, first time.
appealing Make sure your fresh produce
produce at
all times is of the highest quality.
Always handle fresh
products with care. ACTION PLAN

Follow the correct processes to STAGE &
ensure freshness at all times. GAME WINNERS

Keep it clean! REWARDS
Follow strict hygiene.
Maintain the correct temperatures OTHER
in your fridges at all times.
Check all expiry dates to ensure COMPETIONS
only the freshest stock is displayed.
Always keep your equipment, CONTACT US
food preparation area and service
departments clean.
Design your product displays
to grab our customers’ attention.
Wash your hands and clean your area
after every task you perform.
Some tasks can be messy,
so make sure to clean as you go.
Take off any jewelry before
working with fresh food.

7 TOPSTARS

BACK TO
CONTENTS

World-class 3
SHOPPING
EXPERIENCE All equipment must be
working correctly.
Keep your store
clean and tidy Make sure all products are
easily accessible.
and looking
great Always keep enough till points open.
All staff must wear their correct
uniform and name badge.
Keep all basket and trolleys clean

and always have enough available.
Customers should feel safe in your store,

so keep security visible.
Keep all aisles free from clutter.

Your store should always be
tidy and your floors clean.
Music can create an enjoyable
atmosphere in your store but make

sure it’s not too loud.
Show every customer that they

are important to us.
No customer should leave

your store unhappy.

8

Stock 4 JUDGING
AVAILABILITY
Make sure all your shelves
Products are fully stocked.
are always
Keep an eye on stock levels.
in stock Remove products that have reached

the end of their shelf life. ACTION PLAN
Replace damaged stock with
STAGE &
good-quality stock. GAME WINNERS
Pack your stock in line with
merchandising principles. REWARDS

Accurate stocktakes are OTHER
super important.
COMPETIONS
Make sure all prices are correct.
Knowledgeable staff available

in the service departments.
Make sure correct information is
captured into the stock ledger.

Avoid out-of-stock situations
as far as possible.

CONTACT US

9 TOPSTARS

BACK TO Lowest
CONTENTS PRICING

Widest range 5
of products at
affordable prices Make sure promotional
signage is accurate and visible.
It’s super important that promotional
products are always in stock.
The product and price on the
PI label must match the product
price on the promotional leaflet.
PI labels must be visible on shelves.

Judging is based on Teamwork,
Mystery Shoppers, Retail Audits,
Food Safety Audits, Stock
Reports and Teamwork.

10

>>>WIN BEST IN new JUDGING

KEY AREA new

In 2018, the Super Service Awards has added a new
brand-new way for stores to win, by delivering
the best performance in the 5 New Key Areas. new

In each stage, all stores will be judged on all Key Areas and the ACTION PLAN
top-performing stores will win in their Division.

Plus stores can win New Rewards every stage by achieving the
best score in their Division for the following New Key Areas:
Friendly staff, First Time Freshness and Stock Availability.

1 STAGE 1 STAGE &
Your store can win for being the GAME WINNERS
Friendliest Store in your Division.
REWARDS
2 STAGE 2
We will reward the Freshest OTHER
Store per Division.
COMPETIONS
3 STAGE 3
One store per Division will be CONTACT US 4
awarded the Best Stocked Store.

These “Best Key Area” stores
will win prizes for all staff.

11 TOPSTARS

BACK TO MANAGERS
CONTENTS
ACTION PLAN>>>

Follow these steps and change the game for your store.

1 CHOOSE YOUR STORE CHAMPIONS FUN
A Champion is there to help the manager run the
competition and lead their co-workers to victory! FUN

2 PUT UP YOUR POSTERS FUN
Make sure all the poster you received in the launch
pack are put up in an area visible to all staff. FUN

3 HAND OUT STAFF GUIDES
Make sure everyone receives a copy of the quick staff
guide that explains the 5 New Key Areas and
the prizes up for grabs.

4 LEAD A STORE LAUNCH EVENT
Help your Champions to organise and lead a store
launch event where staff can watch the launch video.
Make it fun, and get your staff excited to compete!

5 TRACK YOUR STORE’S PERFORMANCE
Update your progress poster after every stage, then
take a pic and send it to the Hub for a chance to win.
Make sure this poster stays up all year so that staff
can see their store’s progress.

12

CHAMPIONS

ACTION PLAN>>>

Lead your collegues to the end game and win!

LAUNCH

1 GET EXCITED TO PLAY! ACTION PLAN
It’s time to get your game on
and win. Keep your staff
informed about the competition.
Remember, if your store wins,
you go to Winners Week!

2 BE A LEADER 3 HELP YOUR STAGE &
Lead by example. Show others MANAGER GAME WINNERS
how it is done and then check From organising the launch
back to make sure they do it event, submitting Teamwork REWARDS
right. You’re the Champion, Tasks to the Hub, to filling in
so lead your store to victory! the Progress Poster, there’s OTHER
lots you can do to help your
store win! COMPETIONS

4 FOCUS ON THE CONTACT US
5 KEY AREAS
Help teach staff the
importance of the 5 Key Areas.
These are what your store will
be judged on. The better you
understand them, the better
your chances of winning!

13 TOPSTARS

BACK TO UUPP YYOOUURR GGAAMMEE
CONTENTS AANDD YYOOUURR SSTTOORREE

WINS>>>

The competition is judged by Division and by brand over 3 stages,
so every store has a great chance at winning in their Division.
Read on to find out how many stores win in your Division.

SHOPRITE CHECKERS &
CHECKERS HYPER
40 PER STAGE 6 AT YEAR END
16 PER STAGE 4 AT YEAR END
8 Non-RSA (incl. ANG, DRC, GHA, MAD,
7 Gauteng
MAL, MAU, MOZ, NAM, NIG, UGA, ZAM) 3 Western Cape (incl. NAM)
2 Eastern Cape
7 Northern 2 KwaZulu-Natal
7 Gauteng 2 Northern Cape Free State
6 KwaZulu-Natal (INCL. SWAZ)
6 Western Cape (incl. BOT)
3 Eastern Cape
3 Northern Cape Free State

(incl. LES, BOT)

USAVE HUNGRY LION
24 PER STAGE 6 AT YEAR END 14 PER STAGE 2 AT YEAR END

10 Gauteng 3 Eastern Cape
4 Western Cape 3 Non-RSA (incl. ANG, NAM, ZAM)
3 Non-RSA (incl. ANG, MAL, MOZ, NAM, 3 Western Cape
2 Gauteng
NIG, ZAM) 2 KwaZulu-Natal (incl. SWAZ)
1 Northern Cape Free State
2 Eastern Cape (incl. LES, BOT)
2 KwaZulu-Natal (incl. SWAZ)
3 Northern Cape Free State
(incl. LES, BOT)

14

LIQUORSHOP 100 MEDIRITE
22 PER STAGE 3 AT YEAR END 13 PER STAGE 2 AT YEAR END
100
3 Eastern Cape 5 Gauteng (incl. GAU SR, GAU CH, NOR)
3 Gauteng Checkers 100 3 Western Cape (incl. WC SR, WC CH)
3 Gauteng Shoprite 2 KwaZulu-Natal (incl. SWAZ)
3 KwaZulu-Natal 100 1 Eastern Cape
3 Northern 1 Northern Cape Free State
3 Northern Cape Free State (incl LES) 1 Angola
3 Western Cape Checkers (incl. NAM)
3 Western Cape Shoprite (incl NAM)

OK FURNITURE DISTRIBUTION
CENTRES
33 PER STAGE 4 AT YEAR END 1 PER STAGE

3 Area 1 3 Area 5 1 FROM EACH BRAND STAGE &
3 Area 6 GAME WINNERS
(incl. BOT, NAM, 3 Area 7 AT YEAR END
ZAM) 3 Area 8 1 DC per round out of all the DCs REWARDS
3 Area 9
3 Area 2 3 Area 10 TRANSRITE
2 Area 11 1 AT YEAR END*
(incl. SWAZ) 1 Angola
1 Driver of the Year Finalist
3 Area 3 will come to Winners Week

(incl. LES) * For prizes at Year End, see pg. 16

3 Area 4 Remember ,
Winners Week will
(incl. MOZ) be in September!

OTHER

COMPETIONS

HOUSE & HOME CONTACT US
4 PER STAGE 1 AT YEAR END

2 Ops 1
2 Ops 2 (incl. NAM)

15 TOPSTARS

BACK TO STORE
CONTENTS PRIZES

BY BRAND PRIZE MONEY

Below is a breakdown of the prize money for
every member of staff in the winning stores.

Staff can win up to R2000 for their
Super Customer Service.

BRAND 1ST 2ND 3RD 4TH 5TH 6TH

UP TO UP TO UP TO UP TO UP TO UP TO

R2000 R1750 R1500 R1000 R800 R500
EACH EACH EACH EACH EACH EACH

Sub-contracted staff (e.g. security, merchandisers, cleaners etc.) will
qualify for a maximum of 50% of the prize money in vouchers.

16

cashiers
competition

Cashiers with the best speed, accuracy
and Super Customer Service will stand a
chance to win awesome prizes as well as
the trip to Cape Town for Winners Week.

1 win

GAME ON!

All cashiers have been automatically
entered, so keep playing and get winning!

2

STAY SHARP

You will be judged on accuracy, speed
and your Super Customer Service.

3 4 OTHER

STAGE WINNERS HIGH SCORE WINNERS COMPETIONS

At each Stage, the top cashiers per The cashiers with the best overall
Division / Country will win rewards in performances from each category
will join the Winners Week trip to
these categories: FRONT END,
EXPRESS, MONEY MARKET AND KIOSK. Cape Town at Year End.

MANAGERS ARE WINNERS TOO! CONTACT US

The manager of the store with the best overall TOPSTARS
cashiers performance will join in the Winners
Week trip and every staff member of the store
will win a Super Service prize!

17

BACK TO CHANGE THE GAME,
CONTENTS DRIVE SAFELY AND

WIN BIG

DON’T Every staff member needs to spread the driving
STDAAERNFIXEVDTLEY safety message and excel at their job across all
DRIVE
3 stages of the game for their chance to win!
TEAM 1
The team with the best score in each depot will be announced
after each stage, with all the members of the winning
team receiving prizes!

Then at Year End, the team with the highest score in each
Depot wins and every member receives a prize while the

Team Leader goes to Winners Week.

The depot with the highest score at Year End wins
and all Champions attend the VIP Winners Week

in Cape Town.

EVERY DEPOT’S PERFORMANCE WILL BE MEASURED USING
THESE FOCUS POINTS:

IMAGE BEHAVIOR COST TEAMWORK

Truck cabs, Attendance Repair and All Teamwork
offices, yards Trip Sheet Maintenance Tasks are
and backyards inspections completed
Pre- & Post-trip Fuel CPK
are always inspections Accident
kept clean Mix Telematics Damage CPK
Uniforms are Performance
neat and tidy Overall Depot FTE
Management
DRIVE
ALERT.
ARRIVE
ALIVE.

18

TTEEAAMM LLEEAADDEERRSS,, HHEERREE’’SS
YYOOUUR CCHHAANNCCEE TTOO

SHINE
The role of a Team Leader is to encourage
their teams to always do their best when
it comes to Attendance, Teamwork Tasks,

Driving Safely, as well as keeping their
trucks, uniforms and yards clean.

HOW TEAM LEADERS CAN WIN!

Come up with new ways of motivating your team to do their best
and submit your ideas to your Branch Manager. Then make sure
you collect your team’s Drive Cam results and submit them to HR

for your chance to win!

EVERY MONTH YOUR BRANCH MANAGER
WILL CHOOSE THE WINNING TEAM LEADERS

The winning Team Leaders will receive a prestigious Drive Safely
Star to wear with their uniforms every day. At Year End, the Team
Leaders with the most stars will win a prize!

TEAM LEADER TIPS OTHER

1. Get to know your team. COMPETIONS
2. Talk to your team members regularly.
100% 3. Don’t forget your team members’ birthdays. CONTACT US
4. Talk about your team’s progress.
5. Submit your team’s results to HR after every stage.
6. Encourage your team to always practice safety.
7. Lead by example and do your best to represent Transrite.
8. Get excited about Teamwork Tasks.

ATTENDANCE

ON TOPSTARS
TIME

19

BACK TO EMPLOYEE
CONTENTS
of the month

competition>>>

Are you on top of your Customer Service game?
Show us you’re the best in your store and win
awesome prizes each month!

1

JUDGING

Each department’s employees are judged
according to specified criteria. The best employee

in each department is then announced and
rewarded at the end of every month.

2

YEAR-END REWARDS

At the end of the year the employees from each
department with the best overall performance
throughout the competition will stand a chance to

win Employee of the Year and a great prize.

Employees need to refer to their
competition poster and leaflet for

SPECIFIC JUDGING CRITERIA.

FRESH

20

SALESPERSON CONTACT US

of the year TOPSTARS

competition>>>

Are you a game changer for Super Customer
Service? Be the best Salesperson in your store

and stand a chance to win the grand prize!

1

YOUR CHANCE TO SHOW
YOU’RE SUPER AT SALES

Salespeople are judged according to their growth
in sales, as well as their customer satisfaction and

service throughout the year.

2

YEAR-END REWARDS

The top 2 Salespeople win trips to Cape Town for
Winners Week and attend the glamorous Gala
Awards ceremony.

21

BACK TO
CONTENTS

22

23

TOPSTARS

CONTACT US

The BBB Hub is there to help you win. They are your support throughout
the year and there to assist you with any queries or problems you might
have. Your competition tasks submissions are also made to the BBB Hub.

CALL South Africa 0861 222 225
SMS International +27 21 467 1442
MMS
FAX South Africa 39658
EMAIL International +27 83 142 132 713

South Africa 083 930 0368
International +27 83 930 0368

South Africa 021 980 6700
International +27 21 980 6700

[email protected]

The BBB Hub is in South Africa, so if you’re elsewhere in Africa, there might
be a time difference. Have a look at the table below before you call the
BBB Hub to ensure that you call during office hours.

COUNTRY WHEN YOU CAN CALL

Botswana, Lesotho, Malawi, Mozambique, 08h00 - 17h00
South Africa, Swaziland, Zambia

Angola, DRC, Namibia, Nigeria 07h00 - 16h00

Madagascar, Uganda 09h00 - 18h00

Ghana 06h00 - 15h00

Mauritius 10h00 - 19h00

Info@superser viceawards.co.za | SA Tel: 0861 222 225 | SA Fax: 021 980 6700
International Tel: +27 21 467 14 42 | International Fax: +27 21 980 6700

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BROUGHT TO YOU BY THE SHOPRITE GROUP