RETAIL
EXCELLENCE
OPERATIONS
MANUAL
Issue 2.3 June 2018
CONTENTS
1 ABOUT BUDGENS............................................................................................ 1
1.1 OUR PRODUCT OFFER....................................................................................1
1.2 OUR SUPPORT TO YOU ..................................................................................2
2 ORDERING ...................................................................................................... 3
2.1 ORDERING FOR BRP DELIVERY.......................................................................3
2.2 CENTRAL BILLING ...........................................................................................6
2.3 CASH AND CARRY COLLECTION......................................................................7
3 DELIVERIES & WAREHOUSING ......................................................................... 8
3.1 ACCEPTING A BRP DELIVERY ..........................................................................8
3.2 DELIVERY DAYS & TIMES................................................................................9
3.3 BOOKER RETAIL PARTNERS DELIVERY PAPERWORK......................................9
3.4 BRP DELIVERY DISCREPANCIES ....................................................................11
3.5 CENTRAL BILLING DELIVERY DISCREPANCIES...............................................12
3.6 WAREHOUSE DISCIPLINES............................................................................12
4 BACK OFFICE OPERATIONS ............................................................................ 13
4.1 STATEMENTS AND INVOICING.....................................................................13
4.2 PRICING DOWNLOADS AND ORDERING ......................................................13
5 SHOP FLOOR OPERATIONS ............................................................................ 14
5.1 STORE STANDARDS CHECKLIST ....................................................................14
5.2 RANGE AND AVAILABILITY ...........................................................................14
5.3 MERCHANDISING .........................................................................................17
5.4 PRODUCE BEST PRACTICE ............................................................................17
5.5 FLOWERS & HORTICULTURE BEST PRACTICE...............................................19
5.6 FRESH MEAT BEST PRACTICE .......................................................................20
5.7 BAKERY BEST PRACTICE ...............................................................................21
5.8 MANAGING WASTE AND REDUCTIONS .......................................................24
6 MANAGING PROMOTIONS ............................................................................ 25
6.1 THE TRADING PACK......................................................................................25
6.2 PLANNING THE PROMOTION.......................................................................27
6.3 MAINTAINING THE PROMOTION.................................................................28
6.4 WEEKLY DEALS .............................................................................................28
7 MANAGING SEASONAL ................................................................................. 29
7.1 SEASONAL PRE-SELL ORDERS.......................................................................29
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7.2 MAXIMISING SEASONAL SALES....................................................................29
7.3 SEASONAL MERCHANDISING .......................................................................30
7.4 EXITING SEASONAL PROMOTIONS...............................................................30
8 BEING LOCAL................................................................................................. 31
8.1 LOCAL RANGING ..........................................................................................31
8.2 ENGAGING WITH THE LOCAL COMMUNITY ................................................33
9 MARKETING YOUR STORE ............................................................................. 35
9.1 MANAGING SOCIAL MEDIA..........................................................................35
10 HR AND TRAINING ........................................................................................ 36
10.1 ESTABLISHING A VACANCY ..........................................................................36
10.2 JOB DESCRIPTIONS.......................................................................................36
10.3 ADVERTISING THE VACANCY........................................................................37
10.4 FILLING A VACANCY .....................................................................................37
10.5 INTERVIEWING.............................................................................................38
10.6 INDUCTION...................................................................................................39
10.7 ILLEGAL WORKERS .......................................................................................41
10.8 WORKING TIME REGULATIONS....................................................................41
10.9 HOLIDAY ENTITLEMENT ...............................................................................41
10.10 ONLINE TRAINING ........................................................................................42
10.11 ONLINE COURSES .........................................................................................44
10.12 APPRAISALS .................................................................................................. 45
10.13 CHECKOUT SCHEDULING .............................................................................46
10.14 REPLENISHMENT SCHEDULING....................................................................47
10.15 CUSTOMER SERVICE.....................................................................................48
11 LEGISLATION................................................................................................. 49
11.1 FOOD SAFETY ...............................................................................................49
11.2 FOOD LABELLING REGULATIONS .................................................................49
11.3 FOOD INFORMATION REGULATIONS...........................................................50
11.4 DISPOSAL OF ANIMAL BY-PRODUCTS ..........................................................50
11.5 MEAT TRACEABILITY ....................................................................................50
11.6 PRODUCE CLASSIFICATION AND COUNTRY OF ORIGIN ...............................50
11.7 TRADING STANDARDS..................................................................................51
11.8 UNDERAGE SALES ........................................................................................51
11.9 TOBACCO DISPLAY BAN ...............................................................................51
11.10 SELLING FIREWORKS ....................................................................................51
11.11 WEIGHTS AND MEASURES ...........................................................................51
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11.12 TRADING FAIRLY...........................................................................................52
11.13 PRODUCT SAFETY.........................................................................................52
11.14 TRADING HOURS..........................................................................................52
11.15 FIRE SAFETY..................................................................................................52
11.16 CARRIER BAG LEGISLATION..........................................................................53
11.17 HEALTH AND SAFETY....................................................................................53
11.18 DISABLITY DISCRIMINATION ACT.................................................................53
11.19 MUSIC LICENSING ........................................................................................53
11.20 CODES OF PRACTICE ....................................................................................53
12 GLOSSARY OF TERMS ...................................................................................... 6
CHANGE LOG
Version Change Date
1.0 First edition June 2016
1.1 Links Updated July 2017
2.1 Delivery and Invoicing detail updated
2.3 Order schedules updated May 2018
June 2018
3
1 ABOUT BUDGENS
Backed by the UK’s largest wholesaler, Booker Group, Booker Retail Partners (BRP)
supports independent retailers to deliver a premium convenience brand through the
Budgens brand.
This operations guide tells you all you need to know to run a successful store, whatever the
size. It includes Budgens-specific processes and procedures, as well as best practice guides
and top tips from Budgens retailers.
1.1 OUR PRODUCT OFFER
1
1.2 OUR SUPPORT TO YOU
1.2.1 The Customer Service Team
The Customer Service Team is there to help you with any questions you may have. All calls
are logged and if the team is unable to give you an instant answer, then the query is passed
on to one of our experts who will get back to you within an agreed timescale (SLA). You
will be given a reference number and we will update you as quickly as we can. Over 99% of
all questions are answered within the SLA.
We are open: Monday – Sunday 6am – 9pm
*business critical calls only from 3pm on Saturday and Sunday
Call: 0800 2980758
Email: [email protected]
1.2.2 Your Dedicated Regional Development Manager
Your dedicated Regional Development Manager (RDM) is your key contact. Their job is to
support you in driving sales and maximising your profitability. Your RDM will visit your
store quarterly and advise you on possible opportunities to grow your business.
Contact the Customer Services team if you need your RDM’s contact details.
1.2.3 Budgens Central Operations
The Budgens Central Operations team will provide
you with information on a regular basis via a
number of methods.
Retailer Website - Keeps you up to date with the
latest news and communications from Budgens
and provides a wealth of searchable information
covering all the information needed to run a store,
including planograms and promotions.
Visit the website now at:
http://www.booker.co.uk
Daily Email - Sent each day, this will update you on any urgent
information.
Product Talk - latest product news including launches and sales
opportunities.
Retailer News – Sent on a Friday, this is an update on the key
priorities for the following week,
Weekly Deals - Market leading deals available to you to generate
footfall and enhance your range.
Contact the Budgens Central Operations team via email: [email protected]
2
2 ORDERING
Stock is available to order for your store in a number of different ways.
1. From the Booker Retail Partners (BRP) Regional Distribution Centre (RDC)
2. Direct from a Drop Shipment Supplier
3. Emergency Top-up from your local Booker Cash and Carry
2.1 ORDERING FOR BRP DELIVERY
Orders for delivery from your Booker Retail Partners Regional Distributions Centre can be Top Tip!
placed either through your in-store EPOS system or www.booker.co.uk. The stock and order
book shows the order
2.1.1 Order Schedule file of each fresh food
line.
There is a schedule for placing orders. The cut off time for each order and the day that the
stock is delivered depends on the type of product being ordered and the RDC which serves Top Tip!
your store. If you are unsure which RDC delivers to your store please check with CST. Know your polling times.
Late orders cannot be
The method of placing orders via your EPOS system depends on your store IT system. If processed!
you need support, please contact your supplier.
Orders delivered from our Wellingborough RDC must be placed prior to these cut off
times: Please note we do not delivery Frozen or Tobacco on a Saturday.
FRESH LONG LEADTIME (FL) FRESH FOOD (CH) AMBIENT & FROZEN (GR)
DELIVERY DAY ORDER WINDOW CLOSES ORDER WINDOW CLOSES
ORDER WINDOW CLOSES
Saturday 21:00
Monday Thursday 09:30 Saturday 09:30 Monday 09:30
Tuesday 09:30
Tuesday Friday 09:30 Sunday 09:30 Wednesday 09:30
Thursday 09:30
Wednesday Saturday 09:30 Monday 09:30 Friday 09:30
Thursday Monday 09:30 Tuesday 09:30
Friday Tuesday 09:30 Wednesday 09:30
Saturday Wednesday 09:30 Thursday 09:30
Orders delivered from our South Elmsall RDC must be placed prior to these cut off times:
DELIVERY DAY FRESH ORDER & BMG AMBIENT & FROZEN
ORDER WINDOW CLOSES ORDER WINDOW CLOSES
Monday
Tuesday Saturday 09:30 Saturday 21:00
Wednesday Sunday 09:30 Sunday 21:00
Thursday Monday 09:30 Monday 21:00
Friday Tuesday 09:30 Tuesday 21:00
Saturday Wednesday 09:30 Wednesday 21:00
Thursday 09:30 Thursday 21:00
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2.1.2 Ambient Ordering using your EPOS system Top Tip!
Plan your ordering route
The best way to place ambient orders is to use a handheld terminal and follow it every day
(HHT). These are usually supplied with your EPOS system. Orders to make sure you don’t
can also be manually keyed in to your EPOS system. miss a section.
When placing an ambient order, consider the following: Top Tip!
If a product is out of
How quickly does the line sell? Do you need to order stock leave the shelf
additional stock for your warehouse? edge label in place. This
will ensure you can easily
Is the product on promotion? Don’t run out of stock. You re-order.
may also need to reduce your orders of other similar
products. Top Tip!
Finalise your order an
Have you checked the warehouse? Don’t order hour before the cut-off
unnecessary stock. time. This will ensure it
as accurate as possible.
Check the product is not in two locations for example, is if
also on a promotion end you may need extra stock.
2.1.3 Fresh Food Ordering
To support the ordering of Fresh foods we supply stock and order books. These can be
used to forecast future orders and monitor wastage. Books are available on a weekly basis
by post and should arrive on a Wednesday. If you do not receive postal copies and would
like to order these, please contact CST.
Stock and order books can also be downloaded from booker.co.uk. Click here for access.
A separate book is supplied for each fresh food department. That department’s full fresh
food range is shown in each book in a logical, simple to follow sequence. Full guidance on
the use of a stock and order book is given on the following page.
When placing fresh food orders, consider the following:
Where possible, allow the same person to complete the order each day. Experience
means more accurate orders.
Take into account sales, wastage and sell outs from the previous week. This will
ensure you drive sales while controlling waste.
Sales fluctuate across the week.
Some products sell better at the
weekend, for example meat
joints.
Check the weather forecast
before placing an order. Order
more salad when it’s hot and
more veg when it’s cold.
Check your promotions and take
into account ‘victim lines’. Sales
of some lines will drop when
other similar lines are on
promotion.
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2.1.4 Using the Stock and Order Book
The stock and order book can be used to create fresh food orders. The book allow
calculated. Using this method will ensure that you maximise sales whilst minimisi
Minimum shelf Unit, Case Size Target order for the Sell-out /
life to store and Shelf Life week based on last column t
week’s sales, waste Stock (in
and sell-outs a sell-ou
MEAT STOCK AND ORDER NEW SIN
W/C DATE 28.03.17
UNIT
PRODUCT DESCRIPTION CASE
SIZE
SHELF LIFE
PROMO AS
OF THURS
Order File
TARGET
ORDER
OPENING
STOCK
STEAKS C/W 1 7 FM 510768
FF RUMP STEAK LARGE (AVE 380G)
FF RUMP STEAK SMALL (AVE 266G) C/W 1 7 FM 402925
FF SIRLOIN STEAK SINGLE
FF SIRLOIN STEAK DOUBLE C/W 1 7 FM 402859
FF BEEF STIRFRY
FF RIB EYE STEAK C/W 1 7 FM 402776
FF FILLET STEAK
FF FRYING STEAK 350g 1 7 FM 458851
BRAISING & CASSEROLE
FF DICED CASSEROLE STEAK C/W 1 7 FM 774810
FF LEAN BRAISING STEAK
C/W 1 7 FM 402990
300g 6 7 2 for £7 FM 859991
400g 17 FM 770461
C/W 17 FM 402495
Product description with New Lines are Current promotions.
each product split into indicated with an Information correct
sub-departments and ‘N’ for the first 4 as at Thursday of
product groups weeks after launch each week
When using the stock and order book consider:
Displaying this week’s sheet opposite last week’s in a folder. This will allow
Use different coloured pens for each column to make the book quicker to
Use a highlighter to mark all items on promotion – highlight the descriptio
1
ws stock levels to be recorded each day and sales to be Top Tip!
ing waste. If you are short of time,
calculate sales for short
shelf life products. This
will help minimise waste.
/ Stock Waste Column to The order column to
to record be used to record be used to record
n cases) or the number of the cases ordered
ut time cases wasted for delivery that day
MONDAY 28/03 TUESDAY 29/03 WEDNESDAY 30/03 THURSDAY 31/03 FRIDAY 01/04 SATURDAY 02/04 SUNDAY 03/04 END OF WE
ORDER
WASTE
SALES
SELL OUT
/ STOCK
ORDER
WASTE
SALES
SELL OUT
/ STOCK
ORDER
WASTE
SALES
SELL OUT
/ STOCK
ORDER
WASTE
SALES
SELL OUT
/ STOCK
ORDER
WASTE
SALES
SELL OUT
/ STOCK
ORDER
WASTE
SALES
SELL OUT
/ STOCK
WASTE
SALES
SELL OUT
/ STOCK
CLOSING
STOCK
TOTAL
WASTE
BEEF
Top Tip!
Keep stock and order
sheets for key weeks
such as Christmas. This
will help with next year’s
orders.
The Order File and Use the Sales column to Top Tip!
SIN number to be calculate sales for the day in Make your book easier
used when placing cases. Use the sum: to read. Use a green pen
orders Stock + Order - Waste - Stock to record sales and a red
pen to record waste.
w you to refer to sales history easily.
read - red for waste and green for sales.
on of the product. Circle lines which are out of stock.
2.1.5 Web ordering via booker.co.uk Top Tip!
Hold a few spare cases of
As an alternative to ordering via carrier bags. Don’t run
your EPOS system, orders can be out!
placed online. Our online ordering
platform is called Webshop.
Webshop is also a great way to
view our current promotions,
pricing and range.
Click here to visit Webshop.
Click here for a video tutorial which explains how to use Webshop.
2.1.6 Consumables – eg Carrier Bags and Packaging
A range of frequently used consumables
including carrier bags and till rolls is
available through the Booker Retail
Partners warehouse. These are ordered
with your ambient order.
A consumables stock and order book
which shows the whole range and pricing
can be downloaded from the retailer
website or by clicking here.
2.2 CENTRAL BILLING
Central Billing suppliers deliver direct to your store but are invoiced through Booker Retail
Partners. Using these suppliers allows you to benefit from group buying discounts and
simplified invoicing.
Full details of the available central billing suppliers can be found on the retailer website.
Click here to visit the site.
If you wish to open an account with a central billing supplier please:
Call: 01895 827673
Email : [email protected]
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2.2.1 Managing Central Billing suppliers Top Tip!
Keep contact details of
To best manage your central billing suppliers we suggest you: your central billing
suppliers together to
Create an ordering schedule as each supplier will be different. make raising claims easy.
Include contact details and account numbers.
Include order cut-off times and lead-times.
Create a stock and order book for each supplier. This will help you to accurately
compile orders. A template can be downloaded from the stock and order area of the
retailer website or by clicking here.
Booker Retail Partners does not take responsibility for the delivery of these products. You
should ensure that a delivery note or invoice is supplied with any stock.
Ensure that you check your deliveries against this paperwork and raise any issues with the
supplier immediately. Keep a note of any discrepancies.
Invoices for these products are included with your weekly statement pack.
If there are any issues with these invoices please contact the Customer Service team on
0800 2980758.
2.3 CASH AND CARRY COLLECTION
Although Booker Retail Partners delivers to stores up to six days a week there will be
occasions when you run out of stock and need an emergency top-up.
To help in maintaining availability, a range of best-selling lines is available for immediate
collection from your nearest Booker or Makro Cash and Carry.
To find your nearest Cash and Carry visit the Booker website.
http://www.booker.co.uk/help/branchfinder.aspx
To obtain a Cash and Carry card please speak to your local branch.
Please ensure that you advise Budgens Central Operations of your Booker or Makro
account number.
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3 DELIVERIES & WAREHOUSING
Your store will receive regular deliveries from the Booker Retail Partners Distribution
Centre. This section explains what to do when a delivery arrives at your store and how to
deal with any discrepancies. Our Delivery of Goods Policy sets out our delivery processes in
more detail. This can be downloaded by clicking here.
3.1 ACCEPTING A BRP DELIVERY
All deliveries should be checked to ensure that there are no shortages or damaged stock.
This process should be followed:
Check the number of cages and totes No Top Tip!
delivered matches the drivers Check the store number
paperwork. Ensure any discrepancies on each cage as it is
are logged in the ‘Driver unloaded.
Have you received all the cages? returns / issues log book’
Top Tip!
Yes Log a claim for For further instructions contact Customer Services on Keep a record of delivery
Yes the missing stock 0800 2980758 temperatures to
demonstrate that you
Case Count each High Value / No have maintained the chill
Tobacco tote in the presence of the chain.
driver. We may also request that
BWS is case couYnetsed.
Is the case count cYoesrrect?
Yes
Check the temperature between a Probe further products No
frozen & chilled product using a probe. from the top, middle, &
No bottom of each cage.
Is the c1h.illed product below 8˚C and
Are the temperatures of
the frozen product below -18˚C? these products correct?
A print-out of the vehicle temperature
log is available on request.
Yes
Yes Yes
Yes
Return empty cages to the driver for return to the RDC.
Cardboard and plastic can also be returned for recycling if you have signed
up to our Waste Collection service. Ensure that both cardboard and plastic
are not mixed in cages.
Plastic should be placed into clear sacks before return.
Ensure you have sign the delivery paperwork to confirm that the correct number of cages
have been delivered to your store. If there were any discrepancies found when case counting high
value / tobacco products, ensure that this is entered into the Driver returns / issues log book.
8
3.2 DELIVERY DAYS & TIMES Top Tip!
Use this to check what
Each store is allocated a delivery window across an agreed number of delivery days, based stock is arriving and
on weekly sales. Confirmation of your delivery windows is available by contacting prioritise low levels and
Customer Services. out of stocks.
All BRP deliveries are fitted with satellite tracking. On your delivery day you may call an
automated ETA service on the CST Team phone number. Call 0800 2980758 and select
option 1. This detail is updated in real-time.
We also offer an ‘Imminent Delivery Text Message service’. This service will send you a text
message 30 minutes before your delivery is due to arrive. If you wish to register for this
service please contact CST.
3.3 BOOKER RETAIL PARTNERS DELIVERY PAPERWORK
3.3.1 Electronic Dispatch Notes
A full line by line breakdown of your delivery can be found on your Dispatch Note. This is
emailed to you as soon as your delivery vehicle leaves the Booker Retail Partners RDC. The
dispatch note includes details of all stock being sent on that delivery and also shows any
products which are out of stock or being substituted.
If a product is detailed as Product Not Ranged this means that the line has been delisted
and is no longer available. A product detailed as Allocation Only is temporarily unavailable.
9
3.3.2 Electronic Invoices
You will receive an emailed invoice for each order you place and for each allocation you
receive. This details only the products being delivered and charged.
This will include a VAT summary and an invoice for each order which makes up that
delivery and breaks down your delivery by department. This document can be used for
accounting purposes.
3.3.3 Container Content Notes Top Tip!
It is easier to check a
We can supply printed copies of a container note for each cage or tote delivered to your delivery against the
store. This details the specific products on each cage and can be sent with your delivery. container content note
These are available on request. Please contact CST if you wish to receive these. than the invoice.
Container Content notes show a container number which is also printed on the cage label.
10
3.4 BRP DELIVERY DISCREPANCIES
From time to time you may need to follow the Booker Retail Partners claims process. This
may be necessary if stock is damaged or missing from your delivery. Quality issues are also
dealt with using this process.
In order to claim you must ensure that you have followed the ‘Accepting a Booker Retail
Partners Delivery’ process below.
If this process has not been followed we may decline your claim.
Are you missing an entire cage or tote? Yes Contact Customer
Services on
No
0800 2980758
Complete a claims form and email to [email protected] who will aim to
by the end of the next working day after the delivery was due. locate the missing
stock and arrange
delivery.
An automated email confirmation will be sent to you immediately. If possible please Top Tip!
supply the Keep a record of claims
to make it easier to
container number. check these against your
Booker statement.
AFPclaim form must be fully completed in order for it to be processed.
For damages, the full case does not need to be returned,
just the single units that are damaged.
The Customer Service team will provide a reference number for each Please return Top Tip!
claim within 7 days. Please use this in any related correspondence. goods in original Take a picture of any
packaging/trays. product quality claims.
A collection document will be created for damaged or poor quality
stock. This will be emailed to the store. Do not return in a
mixed plastic sack.
Print 2 copies of this document, returning one with the stock on your These claims will
next Booker Retail Partners Delivery. Retain the other for your records. be denied as we
The driver will sign both copies to confirm that stock has been taken. are unable to
verify the claim for
An outcome of your claim will be given within 14 days. This will be Health and Safety
shown on the Claim Status report which is emailed to stores weekly.
Successful claims will be shown on your statement within 2 weeks. reasons.
If your claim has been declined and you wish to appeal this, complete an
Escalated Claim Form and email it to your RDM.
Click here to download a Claims form
11
3.5 CENTRAL BILLING DELIVERY DISCREPANCIES Top Tip!
Keep a note Central
While Booker Retail Partners will make charges for Central Billing deliveries, it is the store’s Billing discrepancies so
responsibility to check each delivery against the delivery note. that you can check them
against your statement.
Each direct supplier has a different process for dealing with discrepancies. Where possible
check the delivery and mark it on the delivery paperwork before the courier or supplier Top Tip!
leaves. Make sure that no stock
is stored directly on the
3.6 WAREHOUSE DISCIPLINES floor. This will prevent
damage.
A well organised warehouse will ensure that stock is easily accessible and not wasted
through unnecessary damage. It will allow your team to replenish quickly and therefore
maintain availability and increase sales and profit.
Consider the following:
Organise the warehouse in a way which matches your shop-floor. This will allow
products to be found easily.
Designate a specific location for promotional products – these will sell quickly and are
likely to need replenishing regularly.
Local and Centrally Billed products should be located together. This will make it easy
to check stock levels when placing top-up orders.
Store loose stock separately to full cases, work through this stock each day.
Create a warehouse plan.
Consider where you are going to store high value lines. This area needs to be secure.
12
4 BACK OFFICE OPERATIONS
4.1 STATEMENTS AND INVOICING
Each week you will receive a statement pack by post. This will include copies of all credits
and charges to your account together with all central billing invoices.
If you have any queries with the contents of your statement pack please contact Customer
Services on 0800 2980758.
4.2 PRICING DOWNLOADS AND ORDERING
Booker Retail Partners have no specific EPOS system requirements. You may use the EPOS Top Tip!
system that best suits your needs. However, this system must be able to accept Booker or Make sure that several
Budgens price file downloads and interface with the Booker or Budgens ordering system. team members know
Please check this with your EPOS provider. how to process price files
in case of holidays or
While the process for creating orders and managing store pricing is dependent on your sickness.
EPOS system, the method by which your system interfaces with Booker Retail Partners
servers is standard. Software called NetPOS is used to connect to us.
When you connect, files will pass between your store and our server:
Sent from Booker to Store Sent from Store to Booker
A product price file including Orders
product details and pricing.
Electronic Delivery Notes
Retail Price files are created overnight each weekday and available to download any time
from 4am.
13
5 SHOP FLOOR OPERATIONS Top Tip!
Use the checklist each
Great shop-floor standards drive sales; to support this we include a number of best practice day to create a ‘things to
guidelines. do list’.
5.1 STORE STANDARDS CHECKLIST Top Tip!
Display a current copy of
A well-presented store is essential to encourage return trade from your customers. First your floor-plan on the
impressions last. wall near to an office.
The retail sector is tougher now than ever before, this means that customers have high
expectations of standards, promotions, price, range and service.
To support you in delivering great standards, we have developed a simple store standards
checklist. We recommend that you use this regularly.
The checklist covers all aspects of basic store operation. Your Regional Development
Manager will use this checklist when they visit your store.
Click here to download a copy of the store standards checklist
5.2 RANGE AND AVAILABILITY
5.2.1 Core In Every Store
A key part of the Booker Retail Partners offer is to ensure that a core range is available in
every store. Full details of ‘Core in Every Store’ will be published to stores shortly.
A list of the current core range items will be available to download from the retailer
website.
5.2.2 Additional Recommended Range
A recommended range is specified for each store. This
includes the ‘Core in every store’ alongside other additional
ranges. Guidance is given by planogram which is linked to
your store floor-plan. The floor-plan details the location of
each bay of shelving in the store and takes into account
current market trends to guide you in allocating the optimum
space to each product group.
Each bay of shelving shown on your floor-plan will have a
corresponding planogram. Planograms are created using
marketing and consumer insight, information on product rate
of sale and calculations of shelf space versus estimated sales
and profit. Planograms are available for all areas of the store including fresh foods.
Download store planograms from the retailer website or by clicking here.
14
5.2.3 Implementing a Planogram Top Tip!
Attach a copy of the
By implementing new planograms you will ensure that you are stocking current plan to the back
best-selling lines and keeping up with new product development. of each bay. You can
then easily identify any
Consider the following seven step process when implementing missing lines.
planograms:
Top Tip!
1. Remove current products from the shelves and place into trays. Check the additions and
For safety, ensure no product is left on the floor in aisles. deletions report each
week so that you don’t
2. Take the opportunity to deep clean the shelving. Replace shelf miss out on new
stripping if necessary. products.
3. Set shelving to the correct height using one of each product,
laid out as shown on the planogram.
4. Lay out the front row of each shelf before filling behind until
you have a full fixture. The planogram shows the number of
facings (shown on the plan as [f] ) or rows of each product.
5. Print new shelf edge labels and align these to the left of the first
facing of each product. Write the number of facings on the left
hand box.
6. Check that any relevant promotional shelf barkers are
displayed.
7. Ensure gaps for any new or out of stock products are labelled.
Place an order for these products for your next delivery.
5.2.4 Additions and Deletions
By analysing market trends, introducing new products, and removing poor sellers, Booker
Retail Partners offers you the most up-to-date range possible. As a result your range
changes constantly. To keep you updated on these changes we publish an additions and
deletions log each week with the Weekly Bulletin.
The latest copy of the log can be downloaded from the retailer website or by clicking here.
Take the following actions:
Additions
Consider adding these to the relevant section in your store.
Print the planogram for that section. This will show where best to merchandise the
new line.
If necessary, make space by reducing facings of other nearby products.
Deletions
Stop ordering these. Clearly mark the shelf edge label with a ‘D’.
Print the planogram for the section- this will show replacement products.
15
Consider reducing to clear or promoting delisted lines. This will free-up space for new Top Tip!
range more quickly. Gap counting helps to
improve your availability.
5.2.5 Reviewing Store Availability
By focusing on the gaps on shelf and identifying the reasons for each gap, availability in
store can be improved. This will drive sales.
We recommend you carry out a simple gap review process following these steps:
1. Record each gap. Using the Shelf Edge Label or price checking function on the
handheld terminal can make this easier.
2. Investigate the reason for each gap.
Check your Invoice No Check that the product is setup
correctly on your Back office PC.
Is the product shown on the invoice? Re-order using the correct SIN from
the planogram / stock & order book
Yes
Check your Invoice Check the availability report on the Top Tip!
Is the product shown as out of stock? Yes retailer website to find out when it will Gap count just before
you start working a
next be available. delivery to give a true
If no date is shown then re-order now position of your stock
position.
No
Check the Additions & Deletions Report Yes Remove the shelf edge label and face
Is the product delisted? over with an adjacent product. Check
the planogram for latest range details
No
The gap is due to sales being higher than expected.
Take this into account when placing future orders.
Re-order the product as soon as possible
3. Record your progress and make the results visible.
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5.3 MERCHANDISING Top Tip!
Consider a daily ‘rumble’
Once the range for your store has been identified, a high standard of merchandising will at a set time each day.
allow you to maximize sales. Involve all available team
members to give the
5.3.1 General Merchandising Tips store a quick tidy before
peak trading hours.
Consider the following:
Top Tip!
Ensure a shelf edge label is in place for all products. Country of Origin must
Align shelf edge labels to the left of the first facing of each product -this will make always be displayed for
loose produce.
replenishment simpler.
Rotate products carefully, particularly for fresh food products and short life grocery Top Tip!
Remember, ‘if you
lines such as biscuits and crisps. This will minimise waste. wouldn’t buy it then
Face the store up each evening; pull all products to the front of the shelf. don’t sell it’.
Don’t face over gaps – this helps to quickly identify availability issues and makes it
easier to replenish the gap.
5.4 PRODUCE BEST PRACTICE
Some aspects of managing produce are unique. No other department requires such close
attention to product quality. Bright, bold, fresh produce displays will give your shopper
confidence in the rest of your fresh food offering.
The following points will help you to set the basic standards needed to take full advantage
of the opportunities that this department brings:
When merchandising produce, products should be handled with care. Lines such as
soft fruit and apples can bruise very easily and should not be stacked too high. Poor
handling and stacking is likely to cause wastage.
Wherever possible merchandise produce within the case in which it is delivered. Any
handling increases damage.
Carry out a thorough quality check on a two hourly cycle. Remove any poor quality
products and remember ‘if you wouldn’t buy it then don’t sell it’.
Produce fixtures become dirty and untidy very quickly due to debris, such as soil and
skins. Clean and tidy the fixtures throughout the day. Carry out deep-cleaning once a
week.
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5.4.1 Maintaining Quality
The following photographs show examples of good and bad quality produce from each
product group:
Good Quality Poor Quality Good Quality Poor Quality
Apples & Exotic
Pears Fruit
Citrus Soft Fruit
Root Green
Vegetables Vegetables
Tomatoes Mushrooms
5.4.2 PLU Charts Top Tip!
Have a laminated colour
Loose produce sold by weight or PLU chart available at
individually can be sold through the every till.
checkout by using a PLU number.
Top Tip!
To ensure that customers are correctly The country of origin is
charged, PLU sheets should be available at always shown on the
every checkout. outer case that the
product is delivered in.
The PLU sheet is regularly updated and
available to download from the retailer
website or by clicking here.
5.4.3 Country of Origin
A country of origin label must be displayed for
all loose produce. Booker Retail Partners-
supplied country of origin labels should be used
and placed within the shelf strip to the right of
the shelf edge label. These are available to
order from Printshop which can be accessed via
the retailer website or by clicking here.
It is not permitted to use a country of origin label that states “Produce of more than one
country” or “South America”. The country of origin of a product can be found on a sticker
on the outer case of the product.
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5.4.4 Open Date Coding Top Tip!
The produce stock and
The Farm Fresh produce range operates a system of open date coding. This means that order book also indicates
many products do not show a display until or best before date. Instead product quality the open date code for
should be the governing factor. This will assist you in maximising sales and minimising each day.
waste.
Recommended expiry dates are shown in the January J July Ju
form of a letter and number. The letter February F August A
refers to the month, as per the chart above. March M September S
The number refers to the date of the month. April A October O
May M November N
June J December D
5.5 FLOWERS & HORTICULTURE BEST PRACTICE Top Tip!
Have a dedicated team
Maintaining a good flower and horticulture display requires specific care and attention. member to look after the
flowers.
The following points will help you take full advantage of the opportunities that this
department brings: Top Tip!
When you press your
Plants and flowers should not be located under direct heat or in a draught. The ideal finger into the soil it will
display temperature is between 4˚C and 10˚C. stick to your finger if it is
moist enough.
Locating flowers near soft fruits can cause deterioration by the high levels of ethylene
gas created by the fruit.
Flowers need light to live. Insufficient light can cause them to yellow and die
Ensure that flower buckets contain sufficient water.
Change the water in all buckets every two days.
Never top up old water with new as the bacteria in the old water will spread through
the new water and cause the flowers to die.
Keep plants moist. Press your finger into the soil to check if it is moist. If not water
plants from below, not by pouring water into the pot.
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5.6 FRESH MEAT BEST PRACTICE
Stocking an appropriate range of meat will allow the shopper to purchase everything they Top Tip!
need to create a full meal. The shopper sees quality and provenance as extremely Don’t stack meat on its
important. side – meat will run to
the bottom of the pack
The following points will help you take full advantage of the opportunities that this and look unsightly.
department brings:
Top Tip!
The meat department creates an excellent opportunity for cross-merchandising Always use COSHH
products from other departments within the store. This will drive additional impulse compliant food safe
sales. Consider displaying accompaniments such as gravies, pickles, condiments, cleaning chemicals.
mayonnaises and mustards etc.
The meat range is particularly prone to promotional steal. Promotional products
will directly affect the sales of other lines. The following gives a few examples of
which other meat order volumes you may need to adjust.
Promotional Line Steal From
Rump Steak, Frying Steak,
Sirloin Steak Fillet Steak
Half Leg of Lamb Lamb Shoulder, Leg of Pork
Chicken Drumsticks
Whole Chicken Chicken Thighs
Salmon Fillets Other sizes of whole chicken
Pork Shoulder Smoked Salmon
Lamb Chops Pork Leg, Lamb Leg
Lamb Steaks
There are two types of meat packaging. Some meat is vacuum packed (sealed to a
plastic board), some is gas flushed (in an airtight tray which allows the products to
move. Never stack gas flushed meat packs more than two high. Pressure on packs
from over stacking can cause gases from inside the packaging to escape. Remember
that Meat is very temperature sensitive. Over stacking can cause products not to be
refrigerated to the correct temperature.
Merchandise gas flushed packs flat. Standing packs upright can cause product to fall
to the bottom of the pack. This is unsightly and detracts from a good display.
Meat fixtures become dirty quickly. Packs are prone to leaking blood or fluids. These
quickly become stale and create a strong odour. Clean shelves throughout the day
with a deep clean at least once per week.
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5.7 BAKERY BEST PRACTICE Top Tip!
A stand of impulse
The bakery range includes pre-packed lines which are displayed in a similar manner to any confectionary lines or
other ambient product. baguettes placed near to
the checkout will drive
Other items are delivered into stores frozen and must be baked or defrosted for sale. impulse sales.
The bakery range includes lines such as cookies and doughnuts which are ideal for Top Tip!
impulse purchases. Consider secondary displays at the front of the store or near to Display cookies or
checkouts or food to go. doughnuts next to the
coffee machine.
Consistent quality is the key to a successful in-store bakery. Bake little and often to
entice customers to purchase through a pleasant aroma from warm bread and rolls. Top Tip!
Keep previous weeks as
Bakery baskets should always be lined with greaseproof paper or plastic liners. a record and set up for at
Bakery fixtures require regular cleaning. Pay particular attention to in-store bakery least two bakes per day.
displays where crumbs accumulate quickly on shelves and in baskets. Clean bakery
baskets and tongs each day. Carry out deep cleaning once a week.
5.7.1 Operating a Profitable In-Store Bakery
The following tools are provided to help you to maximise availability while minimising
waste.
Production control sheets can be used to keep a
record of the number of units baked for each
production run. Using one sheet for each day of
the week will help you to plan next week’s
production.
Click here to download a template
Temperature Control Sheets can be used to keep
a record of the amount of hot food baked
together with the core temperature achieved
once baked and throughout the holding period.
Click here to download a template
A bakery rack-up guide can be used to plan the
number of each product needed for the
following day’s bake-off. ‘Racking up’ the
previous evening will make the following day’s
bake-off quicker. Some items also require
defrosting in refrigeration for 24 hours.
Click here to download a template
Baking Guidelines are available for each line in the in-store bakery range. Each product has
specific preparation guidelines. Follow these to ensure the best quality bake for the
product.
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5.7.2 In-Store Bakery Quality Top Tip!
Display a baking guide
When baking products, bake times should only be next to your oven.
used as a guide. Nothing is better than baking with
your eyes. If the product does not appear correctly
cooked after the suggested cooking time, continue
to bake it until it meets the correct standard.
Oven operating instructions are available from the
manufacturer of your oven. If you are unsure of the
baking instructions, check the side of the case.
The following chart shows examples of what a high
quality bake looks like:
Under baked Over baked Correct bake
Butter
Croissant
Pain au
Chocolat
Pain Au Raisin
3Small White
Baguette
Petit Pain
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5.7.3 Finishing Products Top Tip!
Good looking and
Some products require finishing. An example is sugaring bake-off doughnuts or icing tempting product sells.
Danish pastries. The appearance of a well baked product can be destroyed by poor
finishing. Finishing should be seen as adding the final touches to a product and is
extremely important.
The following chart shows good and poor finishing:
Poor Finishing Good Finishing
Make sure you allow products to cool before display or packaging. Displaying a
product whilst hot, may cause a health and safety issue. It will also cause an instant
deterioration in product quality.
Multipack products should be neatly packed and labelled. Many of these products
benefit from a longer shelf life than loose products and should be used to drive
sales through all day availability.
5.7.4 Bakery PLU Charts
PLU charts are available for use at the checkouts. These will ensure that team members
are easily able to identify products and charge customers correctly.
The latest PLU charts for in-store bakery and confectionery can be downloaded from the
retailer website or by clicking here.
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5.8 MANAGING WASTE AND REDUCTIONS Top Tip!
Stagger your reductions
It is impossible to get fresh food ordering 100% accurate. Maintaining great product to get the most sales
availability will lead to some excess stock. The quicker you identify these items and take benefit.
action, the higher your sales and profit will be.
Daily review of date codes is essential. Check short life products every morning. If you
have any that won’t sell at full price before their sell by date reduce the price early. The
first loss is the best as it’s often the lowest and has the longest time to clear.
A store reduction process will ensure that all potential losses are turned into sales.
We suggest the following process:
EARLY MORNING - suggested 25% reduction
Check codes on all fresh food departments daily
and make a first reduction. Although most stores
carry this out first thing in the morning, some carry
it out the previous evening.
MIDDAY - suggested 50% reduction
All products left after the first reduction should be
marked down to 50% of the original price.
FINAL REDUCTION - priced to clear quickly
This should take place late in the afternoon or early
evening. Products are reduced to a low price with
the aim of all reduced products being sold.
Try to get something for everything.
When carrying out reductions consider: Top Tip!
Cut deep at end of day –
If there is a large amount of one line to be reduced, consider reducing early or by something is better than
more than 25%. This will help reduce potential loss. nothing.
Products rarely sell with only a few pence taken off the full price, consider always
making a 25% reduction first.
It may be sensible to reduce some products, for example sliced bread, later in the day
straight to 50%. Some quantities are likely to sell through at full price.
Affix reduced to clear labels to every product, ensuring that the label obscures the
barcode. If necessary use two labels to make the reduction visible.
Make sure that labels don’t obscure the date code or ingredients information.
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6 MANAGING PROMOTIONS
Booker Retail Partners offers a wide range of consumer promotions. A strong set of
promotions displayed around the store are important and give your store ‘value for money’
credentials.
Click here to download a promotional calendar from the retailer website.
Dedicated promotional space should be utilised to create a strong value message in store.
Below are examples of display areas used for promotions, these are detailed in the Trading
Pack.
Promotional End Ladder Rack Dump Bin Wine Floor Stack
Tower
6.1 THE TRADING PACK
In order to give plenty of time for planning, the Trading Pack is sent to stores around 4
weeks ahead of the promotional launch date, in time to complete your pre-order.
It is important to note that there may be a small number of changes. The promotional
spreadsheet is available to download 1 week before launch.
The Trading Pack contains:
A list of all promotions including
wholesale pricing.
Suggested promotional end layouts and
planograms.
Details of our allocation to you. This
depends on your store type
o HC stands for High Convenience
o BB stands for Big Basket
All promotional planning documentation can be downloaded here from the Promotions tab of
the retailer website here.
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6.1.1 Promotional Allocations Top Tip!
Ensure you plan your
Within the Trading Pack we detail the base allocation that we will send to your store. This staffing for promotion
is based on the format of your store. change week.
We allocate 3 cases of each product featured on the front page of the leaflet and 1 case of
each product featured in the promotional leaflet.
Around 4 weeks prior to the launch of each promotion you will be able to view and
increase your allocation. You can also add an allocation of any other line which makes up
part of the promotion. You will be notified via the Daily Email when the pre-order is open
for amendment.
Ambient stock is allocated from seven days before the beginning of a promotion, arriving in
a single delivery. The delivery day can be adjusted by contacting Budgens Central
Operations. Fresh food allocations on the day before or day of promotion launch. This is to
maximising product shelf life. Again, the delivery day can be adjusted by contacting
Budgens Central Operations.
6.1.2 Point of Sale and Leaflets
A full point of sale pack is provided to all stores. This is
sent direct to your store by courier over the weekend
prior to the promotion beginning. This includes:
Promotional leaflets
Poster and Banners
Shop-floor point of sale including barkers, dump
bin and wine tower cards
Seasonal point of sale kits
Once your POS kit arrives please check its contents. If
you have any issues please report this to the Customer
Services Team on 0800 2980758 to ensure that this is
resolved before the promotion begins.
We can arrange for leaflets to be delivered to local households. If you would like to know
more about this service please contact Customer Services. The current leaflet can be
downloaded from the Marketing Toolkit which is available online and can be accessed here.
6.1.3 Creating Your Own Point Of Sale
The Print Shop website gives you the ability to print your own point
of sale or order additional items.
Printshop can be accessed via the home page of the retailer website
or by clicking here.
26
Template paper is available for use when printing your own POS. This can be ordered
through Printshop.
6.2 PLANNING THE PROMOTION
Pre-planning will ensure a smooth changeover of promotions. We recommend that over Top Tip!
the weekend prior to changeover you: Change Grocery, Frozen
and Beers Wines and
Check you have received the Trading Pack. This includes everything you need to know Spirits promotions first.
to set up a promotion. This is issued around four weeks prior to the promotion by Once complete, move on
post. to Fresh Food.
Check you have received your point of sale (POS) material. This should be received via Top Tip!
courier on the Friday or Saturday before the promotion starts. Long term deal POS is
not changed every
If the POS or Trading Pack is missing please contact Customer Services on 0800 promotion. Look out for
2980758. the ‘LTD’ circle.
Prepare your POS by placing all shelf barkers into the relevant plastic holders (you Top Tip!
should have sufficient quantities spare). Organise these by Promotional fixture and If you don’t receive a
store section. Wednesday delivery,
leave your Fresh Food
6.2.1 On Changeover Day (the day before launch) promotions in place until
Thursday morning.
Process and display all price changes received via your price file update.
Remove all outgoing promotional POS.
Display all Seasonal POS using the Trading Pack as a guide.
Clear down the existing promotional ends, ladder racks and dump bins, filling standard
sections with this stock.
Set up promotional fixtures by following the guidelines in the Trading Pack. Print and
display shelf edge labels as necessary.
Display point of sale on both promotional and general fixtures.
Using the Hand-Held Terminal, complete a price check for all price drop promotions
using your standard price checking process. If you notice any discrepancies contact
Customer Services.
Complete a test scan of all new multi-buy offers. Report any that are not working to
your EPOS support team or head office. (These are not managed by Booker Retail
Partners.) Remove any POS until errors are corrected, replacing this once corrected.
If a customer requests an offer featured in the consumer leaflet whilst the POS has
been removed, you must let the customer purchase the product at the promotional
price. Complete a price reduction on the till to ensure the correct price is charged.
6.2.2 On Launch Day (usually Thursday)
Display and process all price changes (increases from the old promotion) received via
the product update file.
Ensure new customer leaflets are on display and any from the previous promotion
have been removed.
27
6.3 MAINTAINING THE PROMOTION
Maintaining the impact of a promotion throughout its duration will ensure that sales are
maximised.
Consider the following:
Review sales performance in the first week. Do you need to increase or reduce order
amounts?
Are all shelf barkers still in place? Do you need to re-print any?
Refresh the promotion by changing the location of floor stacks and dump bins.
In the final week of the promotion, ensure promotional displays are maintained;
however, reduce stock levels to make the change of promotion easier and ensure
warehouse stock levels are minimised.
If the stock level on promotional ends becomes low in the last few days, fill the space
with remaining stock from floor stacks.
6.4 WEEKLY DEALS
Booker Retail Partners offers a number
of additional retail and wholesale
promotional deals outside the standard
promotional cycle.
These are offered through the Weekly
Deals process as a pre-sell. A pre-sell is
a product which is available by
allocation only. Some Weekly Deal
products are also available to free-
order.
An email is sent to stores each
Thursday detailing forthcoming deals. Orders are compiled through an online link and then
allocated to stores as specified in the document.
6.4.1 Head Start Promotions
Weekly Sales Opportunities may include Head Start
allocations.
Head Start is a promotion scheme used to launch new
products with significant marketing spend and high
performance expectation.
Head Start stores will receive an allocation as soon as the
product launches, often ahead of other symbol and retail
brands. This allocation cannot be cancelled but can usually
be increased.
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7 MANAGING SEASONAL
Key sales drivers are the seasonal events which take place throughout the year. While Top Tip!
Christmas is the largest, Spring confectionery and Summer ranges also play a key role, as Retain last year’s
well as Halloween, Father’s Day, Mother’s Day and Easter. brochure and a copy of
your order for reference.
7.1 SEASONAL PRE-SELL ORDERS
A range of seasonal products are available each year, many for
allocation only. Orders for these allocations are managed in a
different way to other store orders.
Seasonal pre-sell catalogues & order forms are supplied to
stores three times a year covering the following seasons:
Christmas confectionery and grocery.
Christmas fresh food.
Spring confectionery including Easter.
Summer.
A copy of each pre-sell brochure will be posted to you. Products are available to order for Top Tip!
delivery on a number of dates each season. Orders are placed using an online system Make notes as you move
which can be accessed via booker.co.uk. through the season.
What is selling well?
Some lines are also available for free order. These are clearly marked in the brochure. When do you sell out?
7.2 MAXIMISING SEASONAL SALES
During key seasonal periods, sales patterns change. To assist you in maximising sales,
Booker Retail Partners offers:
Seasonal guidance documents which include
merchandising and ranging guidance.
A full point of sale kit.
This is particularly so for Christmas when a small
number of lines see dramatic sales increases.
Consider:
Keeping records of orders, particularly at
Christmas. This will assist in drafting future
years’ orders.
Retain seasonal staffing schedules to make
future planning easier.
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7.3 SEASONAL MERCHANDISING Top Tip!
Don’t forget to cross-
Many stores have dedicated seasonal bays within the store. Using this space will allow a merchandise products
comprehensive range to be displayed. like British strawberries
with British cream.
For most seasonal events, stock is
available across a number of deliveries.
Order a comprehensive range for the first
one as this will send a clear message to
customers that your store can be relied
upon for seasonal products.
Seasonal products also create a great opportunity
for off-shelf feature displays.
Add bold off-shelf displays in the last few
weeks before the seasonal event.
Where possible, feature products at the
front of store or near checkouts.
Ensure all off-shelf displays are supported
with clear pricing and point of sale.
7.4 EXITING SEASONAL PROMOTIONS
All seasonal stock is time sensitive. Sales levels will drop immediately once the event has
passed.
Judging the correct time to reduce product to clear is difficult given that much of the stock
is likely to sell at the last minute.
Monitor sales carefully, be prepared to reduce stock to clear at the last minute.
Once the event has passed, immediately remove secondary displays and
remerchandise seasonal space. If stock for future events is not available, consider
using this space for bulk promotions.
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8 BEING LOCAL
8.1 LOCAL RANGING Top Tip!
Always ensure that your
Booker Retail Partners supplies a great core range of products. Adding locally supplied local suppliers are safe
ranges to your store will help you to stand out from the competition. and legal.
Local ranges can be a really effective Top Tip!
way of differentiating your store from Local ranges are the
your competition, allowing you to offer sparkle that enhances
a range which other stores aren’t the Booker Retail
always able to stock. Partners ranges.
These ranges are becoming increasingly Top Tip!
important as the modern consumer Review the Central
becomes more aware of where their Billing range book to find
food comes from and the distance it’s local suppliers currently
travelled before it gets to your store. in use.
Range products that demonstrate a
true local message to your customers.
8.1.1 Supplier Due Diligence
You must ensure that you complete, and have evidence of checks carried out on local
suppliers. All products you sell must comply with UK and EU legislation.
Consider checking the following:
Has the producer registered with their local Environmental Health Department? Ask
to see their last visit report.
Have the producer’s staff received some basic food hygiene training? Ask to see
evidence.
Does the producer have a HACCP plan? (This is a fully documented ‘food safety plan’).
Ask to see a copy and keep it on file.
Does the supplier have SALSA accreditation? This is a food safety scheme for small
producers.
You are required by law to take reasonable precautions and do all that is needed to protect
your customers. If you do not do this, your business and reputation could suffer.
More detailed guidance can be found on the following website:
https://www.food.gov.uk/sites/default/files/sfbb-retailers-suppliers-contractors.pdf
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8.1.2 Merchandising Local Ranges Top Tip!
PrintShop gives you PoS
When adding a local product to your range, consider where and how it is to be to enhance your range
merchandised in your store. and make it stand out.
Merchandise alongside core range Top Tip!
Review the current planogram and Try to get local ranges
reduce facings of a product that has sprinkled throughout the
multiple facings. store.
It may be possible to add an additional Top Tip!
shelf to a bay and feature products in Make sure you have
this additional space. sufficient acrylic barker
holders – available on
Where necessary, delete slow selling or Print Shop.
similar lines to make space, but ensure
you don’t delete ‘Core in Every Store’ Top Tip!
range. Be selective with your
local ranges to get the
Off-Shelf Displays best possible range mix.
Locate an additional display near to other similar products, for example a display of
local bread or cakes within the bakery area.
8.1.3 Promoting Local Ranges
The key to driving local product sales is to promote the range. Consider the following:
Use word of mouth. Consider allowing
store team members to try new products.
Brief them on the supplier and what is
special about the product. This will allow
team members to talk to your customers
and give them information about the
product.
Local suppliers are normally delighted to
carry out in-store tasting sessions. They
have great passion for their products and it
will encourage customers to purchase.
Create point of sale. Visit Print Shop via the Budgens Retailer Website or by clicking
here. Here you will find a selection of POS available to personalise, purchase or
download.
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8.2 ENGAGING WITH THE LOCAL COMMUNITY Top Tip!
Raise the profile of your
There are many ways to become involved with your local community. Building these links store with regular local
does not have to be difficult. Team members working within your store are likely to have events.
connections to local schools, groups and events.
Top Tip!
Widen your influence and become part of the community by getting involved with the local Keep a record of what
trades association or community partnerships. you have given. Use this
when completing end of
By involving yourself you will raise awareness of your store, your team and the products year accounts.
and services that you offer. Being seen to give something back to the local community
sends a strong and positive message.
8.2.1 Local Events
When you are planning
involvement in local events think
first, how can your store benefit?
Don’t get into the habit of
donating products or cash without
understanding how your profile
will be raised.
Research any events that are
happening in your area that you
can get involved with. There are
different scales of community
involvement and you should aim
for a mix of small and larger projects.
Consider the following types of event which are often the easiest to administer:
Supplying products to church/village fetes.
Providing half time oranges to the local football team.
Providing prizes for rotary club raffles.
Sponsoring a local charity run.
Running a colouring competition.
Remember to understand what benefit you will gain from this involvement.
It could be:
A mention in the programme.
A poster at the fête.
The Budgens logo on the colouring sheet or entry form.
Whatever project you choose, always make sure you advertise and have local press
involved. Details on how to write a press release are given later in this section.
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8.2.2 Seasonal Events
There are a number of seasonal events throughout the year that you could get involved
with. Think about ways in which you could get the community involved. Here are a few
ideas:
January Burns Night July Wimbledon Top Tip!
February August Make sure the local
March Chinese New Year September Bank Holiday community know that
Valentine’s Day October you are an independent
April Pancake Day November Back to School retailer.
May Mother’s Day December Harvest Festival
June St Patrick’s Day
Diwali
April Fool’s day Hallowe’en
Bonfire Night
Bank Holiday
Christmas
Father’s Day
Armed Forces Day
Royal Ascot
The larger the community project you get involved in, the more benefit there will be in
terms of local exposure, press coverage and ultimately footfall driving in store.
These projects will require detailed planning and preparation. Always make sure that the
independent Budgens retailer message is loud and clear.
These projects could include:
Creating a local sausage involving a local supplier. Work with a local school and sell
the sausage in store, donating sales to the school.
Budgens Bake-Off with the store providing ingredients for cakes. Work with a local
charity with Budgens judging cakes at a local fete.
Budgens ice cream involving a local supplier to create a new flavour. Work with a
local youth group and sell the ice-cream in store, donating proceeds to the group.
Click here for a guide to product sampling
8.2.3 Writing a Press Release
Whatever project you choose, always make sure you advertise and have local press
involved to raise your profile in the local community.
Research the contacts in your local newspaper or your local community magazine and
make sure that they are aware of your programme of activity for the year.
Click here for a guide on how to write a press release
34
9 MARKETING YOUR STORE Top Tip!
When constructing posts
Whilst we provide you a comprehensive promotional marketing guidance, marketing your don’t be too formal. Use
store to the local community is also important. a conversational style.
9.1 MANAGING SOCIAL MEDIA
Social media are online networks where people & companies can create, share & exchange
information in the form of videos, pictures & text, thus creating a community.
The main social media channels are: Facebook, Twitter, Google+, Pinterest & Instagram.
Facebook is by far the largest network with over 1.59 billion monthly active users, over 30
million of those users are from the UK. Twitter is also very large with over 600 million users
& Instagram has over 300 million users.
Social Media is completely free to use. It can act as a hub to connect with your local
community & share news with them as well as engaging with them on a daily basis.
Facebook, Twitter, Google+ & Instagram are the most relevant networks for a local retailer.
On Facebook you can act as a page showing your registered business address &
providing a large amount of information to your local community.
Google+ is only good to register your business so it flags up on google maps & in SEO
searches, don’t worry too much about updating this regularly.
Twitter is excellent for complete organic reach & not only engaging with consumers
but other retailers & suppliers.
Instagram is great if you wish to share creative imagery from within the store or
promote an event.
Ultimately the two social networks you should focus on are Facebook & Twitter. They are
the biggest, with the most users & the easiest way for you to engage with your local
community.
There are two key points to be careful of when using social media.
Be careful when creating posts. Do not post anything that could damage your store &
reputation. Keep it professional, simply addressing offers, events & any information you
feel is relevant to your local community.
Be careful when responding to consumer complaints. You will always encounter
consumers complaining about something & you should always be aware of it. If it looks like
it can get out of hand take it to private message and contact the consumer directly. (getting
it offline keeps it out of other consumers eyes & stops you damaging your stores
reputation.)
35
10 HR AND TRAINING Top Tip!
Look within your own
The team members working within any store are the key to a profitable business. team to fill gaps first.
Recruiting the right people and then training them effectively will pay long-term dividends.
Top Tip!
10.1 ESTABLISHING A VACANCY Creating succession
planning in the store
When someone leaves, the urge is to automatically fill the hours like for like, but you keeps team members
should consider the following: motivated.
1. Is there someone within the store who is looking for more, or a change of hours? Top Tip!
Recruitment costs could
This gives the opportunity for you to build on the technical skills of an be as high as £1250 per
individual person so try to get it
right first time.
It indicates to the staff that you listen to them, building staff morale
You don’t have any costs of advertising the position Top Tip!
Regularly update job
2. Is there someone who is looking for promotion? descriptions to keep
them relevant.
You are establishing a succession plan within your store
Could lead to staff retention as they see prospect for promotion
10.2 JOB DESCRIPTIONS
The benefits of building job descriptions:
Establishes a common understanding of the job and candidate
requirements
Provides standard criteria for evaluating candidates
Can be used to establish performance standards for new and existing
employees
Provides the basis for a job posting and interview questions
Provides a snapshot of what you are looking for
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10.3 ADVERTISING THE VACANCY Top Tip!
Incentivise the team to
As employers you are advised to consider your practices carefully at every stage of the find new team members
recruitment process. The Equality and Human Rights Commission provides codes of to save costs of
practice and guidelines for employers. recruitment.
http://www.equalityhumanrights.com Top Tip!
Have a ready supply of
Care should be taken to ensure that when advertising for jobs you do not professional looking
exclude or deter applications from men or women, or any ethnic or age application forms
group, whether disabled or able bodied. available at the kiosk.
i. It would be considered best practice to advertise vacancies within
a job centre along with a notice within your store. This will ensure
you are advertising to a wider audience.
Universal Jobmatch site is a government site where you can advertise
vacancies. This can be found at : https://www.gov.uk/advertise-job
10.4 FILLING A VACANCY Top Tip!
Keep records of all
This section shows you how to interview candidates to ensure you have the right person for applications and the
the job. reasons for rejection
Screening / Sifting Top Tip!
We recommend that you screen applications for suitability and then interview the suitable Take time reading
applicants to save you time and money. applications and do not
rush them.
You should use a screening form; this will help to avoid discriminatory pitfalls.
Best Practice procedures:
All application forms should be stamped and dated on receipt
All rejected application forms should be kept on file for 6 months in case
any decisions are challenged
Be ready to give an answer if challenged on your decision
37
10.5 INTERVIEWING Top Tip!
Choose a suitable,
Prior to conducting any interviews, you should plan and structure the entire process, comfortable place where
providing yourself and the candidate with the best possible experience. Remember, you do you won’t be disturbed.
not want to come across as unprofessional.
Top Tip!
Best Practice Interviewing skills Turn your phone off and
provide the candidate
Think about how much time you would ideally like the interview to last with water.
Ensure the candidate is fully informed about the role and the company prior to and Top Tip!
throughout the interview Set out the list of
questions you would like
Develop rapport by being genuine, personable and welcoming to cover.
Do not talk too much; the candidate needs to do most of the talking
Take notes throughout the interview - you will need to file these
When the interview is complete take 5 minutes to complete the Interview
assessment form while it is fresh in your mind. This form can be found on the
bookshelf on the CPL online training website or below
Any successful or unsuccessful candidates should be sent a letter
For more information and documents visit www.acas.org.uk/hiringstaff
38
10.6 INDUCTION Top Tip!
Show store
The induction of any new starter is important as it sets a professional first impression to the documentation such a
team member. refusal register.
Inductions also ensure: Top Tip!
Give each new starter a
All team members are given a consistent message when starting team member as a
“Buddy” to help them in
Basic legal requirements can be covered such as fire safety and legal the first few days.
documentation.
A written record of initial training can be placed into the team members
training file.
Setting up a Training plan will help to ensure the training you have
requested has taken place
When carrying out an induction we recommend you carry out the following process:
1. Introductions to the team
Introduce the team to make them feel part of the team from the beginning.
2. Store Walk
Walking the store to show:
Fire Exits
Canteen
Toilets
Explain any local procedures such as making tea and coffee
3. Induction Workbook
Complete the series of questions within the book at the induction. This is
explained in more details on the next page. This can be used as a reference for the
team member during their first few weeks.
4. Initial Training Plan
At the back of the Induction workbook is a training plan for the first 4 weeks. Use
this to agree the online courses which should be completed.
As part of the recruitment process we recommend that you carry out a 4 and 12 week
review. This will allow you to monitor performance within the team member’s
probationary period. These reviews also give an easy opportunity to discuss performance.
39
10.6.1 Induction Workbook Pack Top Tip!
An Induction pack has been developed in conjunction with retailers to provide new team Complete inductions in
members with a basic grounding in legal requirements, customer service and the Budgens the first few days to help
brand. team members
understand their
This pack includes: responsibilities.
1. Induction workbooks Top Tip!
Place your own store
The workbook has a series of questions that the new team member is required to photographs within the
answer; this will give them an understanding of the following areas: presentation.
Budgens Brand
Terms and conditions Top Tip!
Customer Service / I-CARE Inducting new team
Health and Safety members will enable
Hygiene them to embed with the
Security team quicker,
Legislation understand the basics of
Fuel safety (as required) store operations and
legal requirements.
By completing a workbook you can easily check the team members understanding.
2. PowerPoint presentation
A template presentation which can be used to deliver a consistent induction
session for every new team member. This can be personalised to your store.
3. Manager’s Train the Trainer Workbook
A guide which explains how to conduct an Induction together with recommended
answers to the questions included within the Induction workbook and notes to
accompany the power point presentation.
All induction tools can be found by clicking here.
40
10.7 ILLEGAL WORKERS Top Tip!
Use government
The penalty for employing each illegal worker is up to £20,000 fine and 2 years in prison. websites for advice.
Follow the government advice to ensure you are protected.
Top Tip!
Read the guidance on preventing illegal working in the UK for the lists of acceptable If you are in any doubt
documents and how to conduct right to work checks. do not employ the
candidate.
www.gov.uk/government/publications/preventing-illegal-working-code-of-practice-for-
employers
If you acquire staff as a result of TUPE regulations on or after 29.02.08 you must complete
your own checks within 28 days of the transfer.
For further advice call the UK Border Agency Employers Helpline on 0300 123 4699 or visit
www.ukba.homeoffice.gov.uk
10.8 WORKING TIME REGULATIONS
Workers must only work the hours allowed by law.
https://www.gov.uk/maximum-weekly-working-hours
For further information on working time regulations go to this government website
http://www.legislation.gov.uk/uksi/1998/1833/contents/made
10.9 HOLIDAY ENTITLEMENT Top Tip!
Keep proper holiday
Almost all workers are legally entitled to 5.6 weeks paid holiday per year (known as records in the personnel
statutory leave entitlement or annual leave). An employer can include bank holidays as part files.
of statutory annual leave.
Details are provided in the government website.
https://www.gov.uk/holiday-entitlement-rights
https://www.gov.uk/calculate-your-holiday-entitlement
41
10.10 ONLINE TRAINING REGISTRATION Top Tip!
Consider having
The registration area which is used by store management to set up the earphones to allow the
store and set up team members. training to take place
undisturbed.
The Registration Site
The registration area will allow you to: Top Tip!
Make sure you keep
Register team members to give them access training records up to
to the training console. The registration page will date.
allocate a username.
Remove any leavers and archive their details.
Team members should be marked as staff
Management should be marked as Manager
To access the online training registration page click here.
You will be prompted for a User name and Password.
Your username is Budgens followed by your store number. An example being Budgens999
where 999 is your store number.
Your password is your store number.
Once registered, each team member will be given a username. This is used to login to the
console which is explained on the following page.
42
10.11 ONLINE CONSOLE Top Tip!
Training can be carried
This console is the area where team members login to complete a course. out on PC’s, tablets or
smart phones.
This area will allow you to see:
The available courses which you can select and complete.
The Bookshelf which includes useful user guides and full instructions on the
use of the console.
The stats tab which will show progress for the individual logged in or for
the whole store team if the user has been setup as a manager in the registration
site.
The console access to online training is via the retailer
website here.
Your username will be your full name as all one word for
example johnsmith. The password is your store number.
You will be prompted to change your password under
the new GDPR legislation. Click here for the User
Guides.
Within the Bookshelf tab of the console you will find a user guide which gives full
instructions on the use of the console in more detail.
If you require further support with the online training site please contact our supplier, CPL.
Email: [email protected]
We offer a number of additional management training courses. For more details please
click here.
43
10.12 ONLINE COURSES
To support in store training we offer a range of online courses via an online training
console. This can be accessed via the retailer website or by clicking here.
We currently offer the following courses:
Age Verification Food Safety Level 2 Top Tip!
Allergen Awareness Fuel Safety Training protects you as
Award In Underage Sales Prevention HACCP Level 2 award well as the team
Budgens ICARE Health and Safety level 2 member.
COSHH Manual Handling
Equality and Diversity Social Media
Fire Awareness First Aid Refresher
Drug Awareness New Brand Induction
There are a number of benefits to using online training:
Courses are updated regularly by our supplier when there is a change in
the law
Key legal courses are accredited by the relevant authorities.
Courses are easily accessible from any PC with an internet connection
A number of new generation multi-lingual courses are available. This will
support those where English is not their mother tongue
Progress can be tracked. Stats within the online training system will show
the progress of your team at a glance
A messaging function can be used to communicate with team on progress
of courses
A simple way of recording training, this can also be used to add in-store
completed training courses.
Certificates are issued for each course completed. These can be
downloaded and printed in store.
Further courses will be added in 2018
- Team Induction
- Produce
44
10.13 APPRAISALS Top Tip!
Turn off your phone
An appraisal is used in many businesses to assess the performance of the team within the when conducting an
store. It can be useful as a development tool and to discuss issues or concerns with appraisal as this time is
performance. You may consider using this with the more senior staff such as supervisors. about them, not you.
The benefits of completing an appraisal are: Top Tip!
Recognising achievements will increase motivation Ask the team member to
A discussion can increase the team member’s desire to improve think about 2 things they
Identifying and being able to correct problems within their work will improve were proud to achieve in
productivity work to encourage
Asking for their ideas will help you find out how to improve your business discussion.
The team will know that you care about their problems and views
To complete an appraisal we suggest you:
Issue an appraisal form to each team member at least a week before the appraisal.
They should take time to complete this and return it to you 3 days prior to the
meeting.
Take time to review the appraisal form. Identify the important issues or discussion
points. Think about where your opinion and the team member’s opinion differ.
Have examples of performance to allow you to back up any discussions.
Evaluate the training needs. Are there training courses or in store support required
to help the team member develop?
If appraising store management, consider setting objectives
For information on how to produce your own appraisal toolkit, visit:
www.acas.org.uk
www.acas.org.uk/media/pdf/s/b/B07_1.pdf
45
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