memo

To: All Staff

From: Gareth Williams
CC: Greg Payne
Dear Team,
Date: Friday 10th September 2010
Welcome to Extreme Boardriders and Republic 61’s memo,
issue # 2 September 2010. This memo is to be placed on Issue: # 2
the staff notice board. All staff are to initial the front page
of this memo to acknowledge they have read and understand all content.

Security
As you are all probably aware Extreme Boardriders experienced a security issue three weeks ago in store. During
trading hours a wallet was stolen out of Greg’s bag which was in the back store room. Theft can happen anytime
so to stop this from reoccurring again we all need to take extra precautions in store. The door to the store room
should always be locked, if you are not aware of the code please ask Emily or DJ (same goes for Republic 61)
Please remember to keep this door locked at all times as your personal belongings may go missing. Keep in mind
that many shop thieves have stolen many times before. If they can get away with it once, it is only natural that
they will come back to the same store to try again.
Last week Republic 61 also had product stolen during trading hours. A hat was stolen by two 13 year old boys.
It remains an ongoing priority to prevent shrinkage and theft, all Team Members are responsible for ensuring that
loss prevention is kept top of mind at all times. It is very dangerous to pre-judge people. Not only does this
prevent you from maximising every sales opportunity but it also reduces security awareness, as the most skilled
shop thieves are usually the most inconspicuous. All a shop thief needs is an opportunity and it is your job to
eliminate any opportunities so that they cannot steal.

Suggestions for eliminating stock loss through theft:

• Never decide someone could not be a shop thief based on the way they dress. Professional thieves
know they should be inconspicuous.
• Always try to keep as much of the store as possible in view. Due to the layout of the store you will
need to keep yourself moving to ensure you are able to see where your team members and your
customers are.
• Do not leave untagged items at the counter unattended.
• Do not leave half-finished tasks when going on a break.
• Be aware of stock being processed, do not leave unprocessed stock lying around the counter area
or in full view of your customers. If a potential thief sees a box of watches unattended on the
counter then they will take the opportunity to steel them.
• Never leave a Client until you have completed the sale – even if you are overdue for your break.
Any impatience demonstrated by you could be seen as appalling service and poor security
management.
• Be aware of people that return to your store multiple times on the same day.
• Be aware of distracting telephone calls.
• Be aware of people who distract you within the store and repeatedly send you out the back to
check the stock room
• If you do need to leave the shop floor (for any reason), always communicate this to another staff
member.
• If you are suspicious about anyone within the store or alerted to any of the points above (and they
happen more than you think), make sure that you immediately inform all other Team Members.
Remember, it only takes 5 seconds to steal!
• Continually check stock for security tags when tidying throughout the day

61 Jetty Road
Adelaide, South Australia 5045
Phone: (08) 8295 094
Fax: «AddressBlock»
E-Mail: extr61@bigpond.com
Web: «AddressBlock»
 2

• Don’t be sidetracked by personal conversations

• Watch for Customers who are carrying open bags
• Check the number of items in the fitting room. No more than six items are permitted. If a Customer
wishes to take more than six items into a fitting room, politely explain that it is against Company
Policy and offer to hang the extra items on your hanging rails for convenience (the more items that
a Customer takes into a change room, the more opportunity there is for one or more of those items
to become damaged)
• Stay “within range” of Customers whether they are browsing or in a fitting room
• Don’t just greet all Customers, utilise the 10 Steps and serve your Customers. They have been
designed to improve your sales and service opportunities. Be persistent and helpful without being
pushy
• Don’t leave areas of the store unattended (i.e. front of store)
• Watch for blind spots within the store
• Always ensure the register draw is securely closed after every transaction
• Never leave a Customer with a pair of shoes unattended
• Ensure that all cabinets remain locked at all times and that the keys are secure
• Communicate, communicate, and communicate!

Fitting room security, shop floor procedures, communication, the characteristics of a shop thief, the drastic effect
that it has on the bottom line and the effect that it has on team morale, makes store security an integral part of
the business.
The best proven prevention technique that can be applied in any situation is offering excellent
service, awareness, communication and of course – common sense. It is no coincidence that good
service and theft prevention go hand in hand!

Manually entered transactions

In May 3 manual transactions were put through the Electronic Terminals at both Extreme Boardriders and Republic
61. The transactions were not authorized due to the cardholder not having the card at the time of purchase and
the card been manually entered not swiped. We cannot make these mistakes. To ensure this doesn’t happen again
I would like all staff to read through the terms and conditions below.
Please read this carefully, make sure you clearly understand all points made in the terms and
conditions stated below. If any future unauthorized transactions are made in the future, the staff
member responsible will be penalized. This could affect your pay package.

Processing Transactions

• The Merchant must only use Transaction Vouchers, Card Imprinters and Electronic Terminals authorised by
ANZ.

• If ANZ has agreed that the Merchant can process transactions electronically, the merchant must not use a
card Imprinter and Electronic Terminal to process the same transaction. The merchant may only process a
transaction manually using the Card Imprinter if the Electronic Terminal is malfunctioning or it is
impossible for transactions to be processed through it and the Merchant is instructed by ANZ to process
the transaction manually.

• The Merchant must not use two or more Transaction Vouchers to process one Transaction or process a
Transaction where only part of the amount due is included on the Transaction Voucher except:

61 Jetty Road
Adelaide, South Australia 5045
Phone: (08) 8295 094
Fax: (08) 82
E-Mail: extr61@bigpond.com
 3

• Where the balance of the amount due is paid in cash or by cheque; or

• Where the goods or services are to be delivered or performed at a later date and one Transaction Voucher
represents a deposit and the second Transaction Voucher represents payment of the balance. The second
Transaction Voucher must not be presented or processed until the goods are delivered or the services
performed.

• The Merchant must not process a Transaction on behalf of another person including another merchant or
allow another person to use the Merchant Facilities.

• The Merchant must use reasonable care in processing a Transaction to detect forged or unauthorised
signatures or the unauthorized use or forgery of a Nominated Card. In particular, the Merchant must
comply with specific requirements set out in the Terminal Guides or otherwise notified by ANZ to the
Merchant in writing.

• Following each Transaction (other than mail, telephone and Internet Orders) the Merchant must
immediately give the Cardholder a copy of the Transaction Voucher. When the Transaction is an Internet
Transaction, the Cardholder must be able to print a Transaction Voucher from the Internet and when the
Transaction is a telephone Transaction, the Merchant must provide the Cardholder with a receipt number
for the Transaction and the Merchant must maintain a record of that receipt number.

• Unless otherwise authorised by ANZ in writing, the information on the Transaction Voucher must be
identical with information on any other copy of the Transaction Voucher and must include all information
required by the relevant Terminal Guide.

• The Merchant must not split the value of any proposed Credit Transaction into two or more separate Credit
Transactions which would, when added together, be in excess of the authorised Floor Limit.

Authorisation

The Merchant must seek prior authorisation from the Authorisation Centre for any Transaction where:
1. In the case of a Credit Transaction:
a) The value is in excess of the Authorised Floor Limit; or
b) The Transaction is key-entered into an Electronic Terminal;
c) The Merchant is aware that, or considers it is possible that, a signature is a forgery or is unauthorised
or there is an unauthorized use or forgery of the Nominated Card;
d) The account number appearing on the Nominated Card does not correspond with the number printed,
encoded or otherwise shown on the Nominated Card;
e) The Cardholder presents a Nominated Card at a time which is not within current validity dates shown
on the Nominated Card;
f) The signature panel on the Nominated Card is blank or the signature has been altered or defaced;
g) The Electronic Terminal instructs the Merchant to contact the Authorisation Centre; or
h) The Transaction is of a certain type or class which has been notified to the Merchant by ANZ as a type
or class of Transaction requiring authorisation.

For Recurring Transactions – the Merchant must obtain authorisation for all Recurring Transactions and ensure it
has the Cardholder’s consent to process Recurring Transactions. The Merchant must ensure the Nominated Card is
within current validity dates and that the CVV2 (Card Verification Value, being the 3-digit number positioned on
the back of a Nominated Card) is provided when processing the first Recurring Transaction against that Nominated
Card. After processing the initial Recurring Transaction, the Merchant must destroy the CVV2
2. When the Merchant seeks authorisation, the Merchant must ensure that the authorization code
appears on each Transaction Voucher applicable to a Transaction.

3. The Merchant should seek to retain the Nominated Card until authorisation is given. If the Merchant is
requested by the Authorisation Centre to retain the Nominated Card, the Merchant should use
reasonably
peaceful means to retain the Nominated Card and deal with the Nominated Card in accordance with
the instructions of the Authorisation Centre.

61 Jetty Road
Adelaide, South Australia 5045
Phone: (08) 8295 094
Fax: (08) 82
E-Mail: extr61@bigpond.com
 4

4. In the case of a Transaction involving, telephone or Internet order, authorisation is not a

representation or warranty to the Merchant that the purchase is made by the Cardholder. (we do not
accept payment over the telephone.The card holder must be present in store)

Invalid Transactions
1. A Transaction is invalid if:
a) The Merchant processes the Transaction knowing (or in circumstances where the Merchant should have
known) that the signature on the Transaction Voucher is forged or unauthorised;
b) The Merchant processes the Transaction knowing (or in circumstances where the Merchant would
reasonably be expected to know) that the Nominated Card is used without the authority of the Cardholder
c) For non-Recurring Transactions, the Nominated Card used in the Transaction is not used within the current
validity dates shown on the Nominated Card;
d) For Recurring Transactions – the expiry date and CVV2 (Card Verification Value, being the 3-digit
number positioned on the back of a Nominated Card) of the Nominated Card is not provided with the
initial Recurring Transaction;
e) The Transaction Voucher is not completed in accordance with the Agreement or is illegible;
f) The particulars on the copy of the Transaction Voucher given to the Cardholder are not identical with the
particulars on any other copy and the Merchant has not been authorised by ANZ in writing to accept copy
vouchers which are not identical;
g) The price charged for the goods or services to which the Transaction relates is more than the Merchant’s
normal price which is charged to the general public, except where the additional amount represents the
amount of any credit card surcharge properly incurred or charged by the Merchant;
2. For:
a) Non-Recurring Transactions – the Transaction requires authorisation by ANZ and the Merchant does not
obtain such authorisation; and (
b) Recurring Transactions – the Transaction is unauthorised and/or does not contain a Recurring Transactions
flag;
c) the Transaction value exceeds the Authorised Floor Limit, and the Merchant did not obtain authorisation
for a Transaction above the Authorised Floor Limit;
d) The Transaction requires authorisation by ANZ and the Transaction Voucher does not contain the
authorisation code;
e) In ANZ’s reasonable opinion the Transaction relates to one or more purchases made in the same Merchant
establishment which have been split into 2 or more Transactions in an attempt to avoid the Authorised
Floor Limit;
f) The Merchant has arranged without ANZ’s consent for a person other than the Merchant to supply goods,
services or cash;
g) The Merchant processes the Transaction knowing (or in circumstances where the Merchant should have
known) that the Transaction is fraudulent;
h) The Nominated Card was not presented to the Merchant;
i) In the case of a Transaction where the details are keyed into an Electronic Terminal the Merchant did not
record on the Transaction Voucher Reasonable Identification Details of the Cardholder;
j) The Transaction is processed by the Merchant on behalf of another person, or has allowed another person
to use the Merchant Facilities in connection with the Transaction, except under a bona fide agency
arrangement authorised in accordance with the Agreement;

k) The Merchant manually processes a Transaction using a damaged Nominated Card which is not a valid
Nominated Card referred to in Condition without obtaining prior approval from ANZ;

Refunds
The Merchant must:
a) Establish a fair policy for giving Refunds and for exchanges or return of goods for sales
Transactions;
b) Only give a Refund by means of a Transaction Voucher processed to the same Nominated Card on
which the original Transaction was made, a credit note issued by the Merchant or an exchange of
goods, and not in cash or by cheque. The Merchant must disclose the Merchant’s Refund policy to
the Nominated Cardholder prior to the Transaction;

Under charged Transactions

61 Jetty Road
Adelaide, South Australia 5045
Phone: (08) 8295 094
Fax: (08) 82
E-Mail: extr61@bigpond.com
 5

If a Client is under charged during a Credit or Debit Card transaction due to a Team Member being careless and
not adhering to the above policies, the Team Member responsible for the transaction may be accountable for
the difference. Accordingly, it is important that you take the time to ensure that you are 100% familiar with the
above noted processes. If you ever have any queries, do not hesitate to ask your Manager or another member of
the team.

Facebook incentive
I would like to have seen a bigger response from the Facebook incentive which was put in place last month. The
incentive ran for the month of August with the chance to win a $50 dollar Gift Voucher for the store you work in. I
received 54 completed signup forms from staff members and an additional 15 signup forms with no name
attached to them (Total of 68)

Below are the results for the Facebook incentive.

Name # Signups Hours Worked % Hours worked to

signups
DJ X 9 222.5 Hours 4%
MJ X 1 32.5 Hours 3%
Raya X 4 49 Hours 8.1%
Ben X 7 101 Hours 6.9%
NS X 20 46 Hours 43%
Simone X 6 68.5 Hours 8.7%
Travis X 3 72 Hours 4.1%
Emma X 3 102 Hours 2.9%
Jacinda X 4 70.5 Hours 5.6%

Congratulations to Naomi! You are the winner of the Facebbok Incentive. You will receive your $50 dollar Voucher
to spend at Extreme Boardriders in the next couple of days.

Facebook Update
We currently have 657 fans on the Extreme Boardriders Facebook Page and 260 fans on Repulic 61’s Facebook
Page.
It is so important we all keep promoting Extreme Boardriders and Republic 61’s Facebook page. The more
exposure we have on Facebook the more business we create in store.

Sector 9
This summer is the season for long boards. Sector 9 will be a new brand introduced to Republic 61. We are looking
forward to receiving the new stock and believe Sector 9 co insides with the current brands we carry at Republic.
We also feel having the presence of Sector 9 in store may introduce new clientele to Republic 61. Product
knowledge will be the key selling tool for Sector 9 if you have the knowledge of what you are selling you will have
a better chance of selling that product. A product night will soon be organised before the school holidays. The
product night will be held at the GSM showroom. The idea of this is for staff to really get behind the product and
meet some of the staff behind the brand. I will let you guys know the dates as soon as they are confirmed.

Payslips via Email

If you would like your payslips emailed to your personal email address please let Sonya know over the next couple
of weeks. Sonya is happy to keep printing your payslips but with the new facility on MYOB Sonya is now able to
email them out to each staff member.

61 Jetty Road
Adelaide, South Australia 5045
Phone: (08) 8295 094
Fax: (08) 82
E-Mail: extr61@bigpond.com
 6

New Season Stock

We have now received a big part of our new season’s summer deliveries. This is an exciting time of year as we
transition between winter and spring summer stock. In order to make room for our new season’s stock we have
decided to provide our clients at Republic 61 50% off ALL winter stock. Extreme Boadriders are offering a similar
incentive to their customers 20% - 50% off ALL winter Stock.

Your role is to inform every customer who comes into the store that;

• We have a number of Sale items and the prices are as marked.

This is our last opportunity to clear our winter stock and reduce our inventory levels in preparation for our
spring/summer deliveries. Accordingly, I am expecting everyone to use this as an opportunity to maxamise their
sales and increase their own multi-rate. If you have any queries regarding the sale please see me, Emily or DJ.

Quiet times
The past month has been quiet in both stores, we need to stay focused, positive and be more creative. Maxamise
all sales by going the extra step lets all make sure we are up selling all of our sales. If you’re selling a pair of jeans,
sell them a t-shirt too and why not sell them a belt and a pair of shoes to go with them. Every customer visits the
store for a reason; it’s up to you to turn that visit into a great sale.

Let’s all remain focused on maintaining Adelaide’s most aspirational Boardsports and fashion store and keep
building on our number of Facebook members. We have the makings of a great team – we need to stretch
ourselves to do even better! Please see me if you have any queries

Regards,

Gareth

61 Jetty Road
Adelaide, South Australia 5045
Phone: (08) 8295 094
Fax: (08) 82
E-Mail: extr61@bigpond.com