STANDARD OPERATING PROCEDURE

SOP 94-01 / July 25, 1994

Revision 2/03
Revision: 6/97
Revision: 12/06
To:

All Fastlube Employees

Subject:

GENERAL CASHIER PROCEDURES

The cashier position at FastLube Inc. is the focal point of our business for most customers
and as such we must ensure that we are providing the customer with the best service
and information as possible. The cashier is the one person able to talk with the customers
while their cars are being serviced. He/she provides the personal and professional
interface that is very important to our repeat business. The cashier is probably the last
person the customer will come into contact with at FastLube Inc. and therefore it is
imperative that you leave the customer with a good impression and thank them
sincerely for their patronage. Remember, if it were not for them we would all be without
jobs!
The cashier must be familiar with all the services we provide. This includes; requirements
for the service, the estimated length of time it will take, the pricing, the various service
packages and the services included in theses packages. The cashier must also be
familiar with the products we sell; i.e. oils, additives, etc.
Although not all inclusive, the following are the basic responsibilities and procedures
required of the cashier position. A more thorough and detailed version can be found in
the Cashier Handbook under each register.
Greet each customer that enters the waiting room. Many retail stores have
adopted this culture in recent times and it has proven to make the customers
experience a more positive and pleasant visit.
Invite the customer to our courtesy coffee; they may not know that it is
complimentary. Keep a fresh pot on If it is empty or almost empty brew
another one. Nothing is fouler than a burnt cup of coffee or a cup that isnt
even halfway full.
Be attentive to our customers needs and questions concerning the displays,
merchandise or pricing information presented in the waiting room. There are
no dumb questions!
To the greatest extent possible, be aware of which car in the service area
belongs to whom.

P.O. Box 861636 Wahiawa, Hawaii 96786 Office (808) 621-0899 Fax (808) 622-4448
www.flagshiphawaii.com

Inform the customer of the Customer Information Center and discuss service
history with them if appropriate. (The CSR who greets the customer will
perform this task if available.)
Be attentive to cars leaving the service bays and call the customer by their
last name stating, Mr. Jones, your car is now ready.
GENERAL CASHIERING PROCEDURES IN THE COMPUTER:
In the computer, highlight the customers name using the and arrow keys,
then press enter and your password. This will take you to the invoicing screen.
To verify the customers address, press the NAME key. Make changes if
necessary. It is very important to get an accurate address. Press enter until
you get back to the invoicing screen or ESC twice.
Go through the invoicing screen and read back to the customer what
services were provided and the cost for each.
Press the CHK button to read off the service checklist. Press enter as you go
through the list. At the end of the checklist, pressing enter once more will take
you back to the invoicing screen.
To read comments, if any, to the customer, press the COM key (or F2 , or
ESC, F2, O) Go through the comments with the customer explaining what
they mean. If you have questions or the customer has any questions, you may
call the technician who serviced the vehicle or a manager to help explain
the findings. Press enter until the invoicing screen reappears.
If there are any additional items that need to be entered into this invoicing
screen, go down to a blank line and type in the corresponding code. If there
is no code, use the wildcard code, MISW, and type in the description and
price. Enter in the quantity on the invoicing screen.
Press enter and the cash out screen will appear. If they have a discount, i.e.
military, senior citizen, police, use the corresponding code in the coupon line.
If the customer is using a coupon that we have advertised, check the validity
date and press the HELP key for a list of coupons we use. Make sure that
you use the correct code so that we can keep track of the different coupons
that are coming in. Highlight the correct code and press enter.
Tell the customer the total amount due and they will let you know how they
will be paying. You can also inform them that we have instant credit
available through Goodyear and they can use it to pay for the services that
were done for them today. If they are interested in the instant credit, walk
them through the process. (Refer to SOP 95-23; Goodyear Credit Plan)
Enter in the amount paid in the appropriate line: cash, check, credit card. If it
is a fleet account, enter in the amount under the charges section. Press
enter and if there is any change due, it will then appear.
Collect the money, process the check electronically, or swipe the credit card.
Complete the transaction and give the customer their copy of the invoice
and any paperwork they need returned. File our copy of the invoice in the
corresponding tray to be filed at the end of the night.
P.O. Box 861636 Wahiawa, Hawaii 96786 Office (808) 621-0899 Fax (808) 622-4448
www.flagshiphawaii.com

When the invoice has printed, tear it off and remove the two perforated sides.
Attach the WHITE INVOICE COPY to the YELLOW WORK ORDER, staple and
hand to the customer. Staple the YELLOW INVOICE COPY to the WHITE WORK
ORDER and place in the appropriate filing tray.
CASH PAYMENTS: Enter in the amount paid on the cash line. Press
enter; the computer will ask if this is correct, press Y and enter.
Collect the money and retrieve the correct change from the cash
drawer. Place the currency and coins in the appropriate slots, any
bills larger than $20.00 should be placed under the cash drawer.
CHECK PAYMENTS: If a check is used as payment, inform the
customer that we process them using the e-check system which
electronically debits their checking account. With this process, all
we need on the check is their signature. You must ALWAYS VERIFY
their identification. Enter in the amount of the sale on the check
line, the check number and ID#. At the Kapolei location: on the
EDC credit card terminal, press 7, at the Wahiawa location, on
the secure payment check terminal press, 1,1, then it will prompt
you to INSERT CHECK, run the check through the check slider.
Enter in the amount, if it asks for ID INFO, enter their ID#. If
approved, tear off the receipt and have the customer sign and
write their telephone number. Stamp the customers check ONLY
AFTER THE SALE HAS BEEN PROCESSED AND APPROVED with the red
This check has been electronically processed stamp and give
them their check back along with the yellow copy of the receipt.
The computer will ask you if the information is correct, press Y
and enter.
CREDIT CARD PAYMENTS: Verify the name of the credit card and
swipe it through the EDC credit card machine. Enter in the invoice
number and amount.
If the magnetic stripe has been
demagnetized, you will have to press 1 for SALE and enter in the
credit card manually when prompted to do so. The sales draft will
be printed if approved. Have the customer sign the sales draft,
verify the signatures and attach the YELLOW COPY to their invoice
and receipt. While waiting for approval, you may enter in the
credit card information on the computer. Enter the amount paid
on the credit card line, enter in the type of credit card used (i.e.
Visa, Mastercard, American Express), expiration date and
approval code from the EDC terminal. Press enter and the
computer will ask you if this information is correct, press Y and
enter.
**For a more detailed outline of these procedures, and/or
procedures NOT outlined here, refer to the Cashiers Handbook.

P.O. Box 861636 Wahiawa, Hawaii 96786 Office (808) 621-0899 Fax (808) 622-4448
www.flagshiphawaii.com

The Last Impression: The Cashier will ensure that each and every customer is
sincerely thanked for their business, and each of the following will be
stated to every customer, each and every time they use our service:
Thank you for coming n today. We sincerely appreciate your business
and Id like to remind you that our computer system tracks all the service
we perform on your vehicle and that we will be able to help you with all
preventative maintenance services. We have placed a sticker in the
upper left hand corner of your windshield to remind you that your next oil
change will be due in 3,000 miles or three months. We also have a free
top off policy. If any of your fluids are found to be low before your next
visit, we will top it off free of charge. Again thank you and we look
forward to seeing you again very soon.

OTHER BASIC RESPONSIBILITIES:

Keep the manager or Administrative Assistant advised as to how much
change you have and if you will be needing more. Complete the
change request form and place the appropriate amount of money
needing to be changed in the bank pouch. Give this to the AA or
manager.
Ensure one pot of coffee is brewed each morning prior to the opening of
the store. Restock all condiments and paper goods, note if more of a
supply is needed and inform the AA. Keep an eye on the coffee pot and
re-brew more if needed throughout the day.
Ensure that the waiting room is kept clean and tidy at all times. Keep all
trash picked up, magazines straightened and on the magazine rack.
Keep an eye out for any offensive literature that may be left behind by a
customer such as pornography, religious material or any literature political
in nature; remove these immediately.
Ensure that the floor is kept clean and dry. During rainy weather, keep a
mop handy to mop up any water and mud that may be tracked into the
waiting room. Be sure to put out the CAUTION: WET FLOOR sign.
Ensure that the shelves are neatly stacked and stocked with merchandise,
counter tops are kept free of dust, clean and organized. Notify the AA or
manager if any inventory is running low.
Cashier will perform any administrative and customer service duties as
instructed by the manager.

ALWAYS MAKE EYE CONTACT

PUT A SMILE ON YOUR FACE AND IN YOUR VOICE
SINCERELY THANK THE CUSTOMER FOR THEIR PATRONAGE

P.O. Box 861636 Wahiawa, Hawaii 96786 Office (808) 621-0899 Fax (808) 622-4448
www.flagshiphawaii.com