TRAINING PROGRAM for managers

First week sales assistant

Shop presentation:
Woman
Woman Basic Trafaluc (TRF)

Man
Classic Moda Jeans

Kids
Baby Girl Boy

Stock presentation:
FOLDED
CL*TROUSERS CL*DENIM TROUSERS M*TROUSERS M*DENIM TROUSERS J*TROUSERS J*DENIM TROUSERS CL*BERMUDA M*BERMUDA J*BERMUDA CL*SHIRT M*SHIRT J*SHIRT CL*POLO M*POLO J*POLO CL*T-SHIRT M*T-SHIRT J*T-SHIRT CL*SWEATSHIRT M*SWEATSHIRT J*SWEATSHIRT WAISTCOAR B*TROUSERS B*DENIM TROUSERS B*BERMUDA B*KNITWEAR B*SHIRT B*POLO B*T-SHIRT B*SWEATSHIRT PYJAMAS CUT PRICE ACCESORIES

HANGING
CL TROUSERS M TROUSERS J TROUSERS CL BERMUDA M BERMUDA J BERMUDA M SHIRT CL SHIRT J SHIRT M SWEARSHIRT J SWEATSHIRT CL WAISTCOAT M WAISTCOAT J WAISTCOAT CL BLAZER M BLAZER J BLAZER CL JACKET M JACKET J JACKET CL COAT / COAT M COAT / COAT J COAT / COAT CL/MODA/JEANS LEATHER JACKET CL BLAZER SET -- CL TROUSERS SET M BLAZER SET -- M TROUSERS SET B TROUSERS B SHIRT B SWEATSHIRT B BLAZER B JACKET B COAT/ COAT B BLAZER SET B TROUSERS SET

DAILY RESPONSABILITIES
CUSTOMER SERVICE (6 MINMUMS)
Always look friendly Always available Always offering alternatives Always selling in the fitting room The cashier must look the customer in the eyes /thank them and hand them their change and bag The manager must be the driving force in the team. Motivating and setting an example in the store.
Types of hangers
Thick Thin Clips Folder 46*28 cm 46*11 cm 37*11 cm 37*11 cm

Arranging clothes on hangers

LM 08b LM 19 LM 22b

Replacing sold products (replenishment)

Fitting room is a very important place, which got 2 faces. Its the best place to sell but in the other hand is a good place for thieves to steal goods.
Be an excellent sales person (6 minimums& the process of selling) Always give a number to the client of the pieces that he has. When the client wants to leave the fitting room, take the number from him and take the garments that he dont want, but in the same time check if all the products are secured with an allarm tag. Distribution Folding Placing references

Participation in organizing the stock room

Follows stores daily planning Colors

Off white White Yellow Blue Green Red Brown Black & grey Others

Inditex
052 250-252 300-322 400-482 500-570 600-689 700-791 800-833 900-999

Tempe
001 090 010 030 020 100 040

Inditex

Tempe

Replenishment (reposition)
Reposition is the procedure that fills the shop with the missing sizes and must be done every day by the first shift of the store on the special replenishment form.
On the special reposition form you must write down the sizes that you have in the store , the sizes you dont have in the store must be replenished. Always use a pencil (not pen), otherwise you can damage the product.
NUME: Alex Pantalon m*trousers m*denim trousers j*denim trousers B* denim M tousers set 4087/601/710 6042/301/485 0688/410/406 5575/344/250 4111/560/707 x 1 2 1 38 1 x 1 2 1 x x 1 40 1 x 1 x x 1 x 1 42 44 2 1 46 1 1 1 x 1 1 48

Subfamily

The reposition can be made also by Pda. You can find the instructions on the Tgt in Health and Safety Training - Libreta Digital

Things that you have to know!

The warehouse is divided in 2:
Confection are ironed clothes delivered on plastic hangers Paqueteria are the clothes delivered folded. Shoes

Tara is the damaged merchandise that we send back to the central warehouse in Spainb The piece should be examined by manager before becoming tara. If there is a chance of repairing (changing zipper, buttons, sewing any torn partetc) it will be fixed. Every store should have in the stock 1 box for each type of tara (clothes,shoes,odd shoes) Face out (Frontal) are the hanged clothes which we are exposing with face out in order to promote those articles better. Reservation form holds : If a customer wants to hold a products, he can do it by filling all the information on our special form. (always tell the customer that hold limit is only 1 day) Alteration
Give alternatives to the customer like checking the sizes before doing alteration. Ask the customer to try your alteration and make sure that the alteration you have done is what he wants.

24 is a report which you can print from the cash and it allows you to see the sales by department/season/subfamily/code/quantity/amount from a selected period. 24 is the fastest way you can replenish the store during the day. Restos are the last pieces of any garment we have in the shop and in the stockroom. Resto is kept in a special place in the stockroom, its separated from the rest of collection. Sizes
Blazer 46 - 56 Trousers 38 48 (exceptions Jeans from 36 & Basic trousers till 50) Jacket /Coat S XXL Knitwear M - XL Shirt S - XXL T-shirt S XXL Underwear M - XL Belt 85 - 100 Tie M Scarf M Bag M Cap M Hat M; L Socks 11 Shoes 40 45 (with few exceptions from 39 to 46)
Winter Summer

Shoes are also divided by families and also by season as you can see below: 5000 5300 Classic 5301 - 5600 Moda 5601 - 5900 Jeans 2000-2300 Classic 2301-2600 Moda 2601-2900 Jeans

Stockroom
You must put each garment in its exact place according to: Family (classic; moda; jeans; basic) Subfamily (trousers; knitwear; t-shirts) Reference number We have to take care of the hole number and it sequence. 5575 / 344 / 250 From the smallest size to the biggest s-m-l-xl In the stockroom every thing is arranged from left to right, and from top To bottom, and from the smallest reference to the biggest reference. Be gentle with the garments.

Labels information

The size for different countries

Article code Quality Color Bare code

The bare code is formed in a logical way as you can see below
0 6254 402 800 04

0 for clothes 1 for shoes 2 for perfumes

Code - quality - color Size (01=XS 02=S 03=M 04=L 05=XL 06=XXL)

Price all the available sizes for this model (the actual size is underlined)

Zara mens trousers cuts

Waist

Regular fit
Regular waist Regular rise Straight leg Regular waist Regular rise Middle wide leg
Low waist Middle rise Middle wide leg Regular waist Regular rise Wide leg Low waist Middle rise Tight leg Low waist Low rise Tight leg Low waist Low rise Bell bottom leg Tapered waist Dropped seat Tapered leg

Rise

Relaxed fit

Leg

Straight fit

Loose fit

Slim fit

Superslim fit

Boot cut

Carrot fit

2nd week Tgt Reports - Delivery process shipment feedback

Reports
Cash
- 3 is a report where we can see the sales sorted by season, product type, amount & pieces -5 is a report where you can see the sales by hour (this report helps you to make a correct distribution of the shifts when you are making schedule) -24 is a detailed report of the sales which you can sort by section season subfamily amount and quantity -Productivity /department is a report where you can see the actual productivity of the store by department for any selected period of time. (the ideal productivity should be around 100 euro)

Tgt
Subfamily report is updated every Tuesday around 8 Pm and contains information about last week sales, stock, rotation, exit and comparison with previous year. Top 40 is a report that is updated daily on the Tgt where you can find 2 columns in right column are the best selling 40 items of your store and in the left one are the best selling items from Romania and Hungary for Romania, and from all the stores in Bulgaria for Bulgaria. On the same report you can find also top 10 best selling items received in the last 7 day (new models) Ranking by sections; Informe enviado vendido is a report that you receive by mail from your Tempe Product Manager containing information regarding received products per week/season, sales , stock, rotation and participation in sales. In the Country subfamily report you will find the same information from the Subfamily report but for all the stores in your country. This report is sent by Andreea Sanders. Budget report is a report received from the HR department with the following information:
Sales value Sales in amount Budget value Sales target for current month % vs budget percentage reached until that day Estimated vs budget estimated percentage until end of the month Worked hours Budget hours % vs budget percentage of worked hours Working hours limit Hours limit regarding your estimated vs budget Actual productivity actual sales divided at worked hours Budget productivity Budget value divided at hours budget Cobertura shows the number of people assigned for every 100 square meters and its calculated like this: Worked hours /store program(how many hours the store was opened) *100/square meters

Mail

Delivery process Every time you receive a shipment you must follow the next steps:
Divide the boxes according to sections , SRA for woman, CRO for men, NINO for kids section Divide the boxes into small boxes which contains folded garments (paqueteria) and big boxes which contains hanged garments (confection). One person will start scanning with a PDA the garments from the box and another will put price labels. When you finish scanning one box of garments you must compare the quantity result between the scanner quantity and the delivery note quantity. Divide the products by model After finishing the delivery process select 1 /size from the new models and take it to the shop Shoes are divided by section also by the color of tape used. Green & Red for MAN Yellow & Red for Woman Blue & Red for Kids

You can receive 2 types of shoes:

Packed in boxes - Collection Packed in bags - The cheapest shoes (Made in Asia) , most of them Jeans & Classic

Shipment feedback
At the end of the week you must send a feedback to Andreea Sanders regarding the good and bad points of the new products received during that week. It is recommended that the feedback is sent in a Power Point presentation or in a table with picture attached.

3 rd week Coordination Pda Planning I-tool

PDA:
Up-date (receiving master file),before every shipment Receive offer / send order Transfers between stores Transfer between stores confirmation

Devolution is the movement which allow us make product returns to the central warehouse in Spain.
There are 3 types of returns:
General return has the purpose to free up sales space and its programmed with a proxi calendar & final frequency according to space available in each store. Special return has the purpose to redirect goods to areas with higher sales potential or withdraw items from store for quality or commercial reasons. (No calendarFrequency according to situation of product) Reduced return is made at the end of every sales period with the purpose to send back to the central warehouse the unsold items.

Register of faulties

Shop window
Shop to store window Store window to store

Transfers out
Uniforms Other transfers out

Delivery process
Soft update

Planning

Weekly schedule must be done taking in consideration all the store needs for every day (shipment-coordination-order-weekend holidays-etc. ) Daily planning is a very detailed planning of the staff for every important area in the shop (fitting room-distribution-stock-sales area )

Coordination
Coordination is displaying merchandise in a manner that is appealing to the eyes of the customer. It sets the context of the merchandise in an aesthetically pleasing fashion, presenting them in a way that would convert the window shoppers into prospects and ultimately buyers of the product Steps to follow before making coordination:
suggest to the management team the changes that need to be implemented in the store make a plan and check the reports before start coordination check the merchandise in the stockroom, to make sure that you have all the BSI exposed the coordinator must inform the manager about the plan and about the changes that had been done he can not remove from the shop floor any item without managers approval!!! explain to the sales assistants the basic coordination rules and make evaluation. expose the new items in key-selling points communicate with clients to acquire store feedbacks maintain an organized, visually appealing and welcoming store environment, making sure that all lighting fixtures, music and equipment are functioning. awareness of happenings in fashion world is needed so as to keep up-todate with the dynamics of the market constantly.

Coordination Pictures
The coordination pictures we receive on the Tgt should be an inspiration for the store changes. They explain the style we need to follow in a certain wall ,the color combination, the key items and the accessories we should use.

i-TOOL is the program where you are doing the attendance and you

can see and print different reports regarding sales, productivity, and attendance. The reports you can find in I-tool are: - 3 (which is a report where we can see the sales sorted by season, product type, amount & pieces -5 is a report where you can see the sales by hour (this report helps you to make a correct distribution of the shifts when you are making schedule) -24 is a detailed report of the sales which you can sort by section season subfamily amount and quantity (you can print for any selected period 1hour-1week- 8 weeks )

Materials
Natural fibres: Cotton: its quality depends on the percentage of cellulose that contains. Smooth and flexible, easy to crease. Breathable. May be bleached and dyed but shrinks if washed at high temperatures. Silk: light and elastic. Thin and smooth to the touch. Absorbs humidity. May be damaged by agents such as perspiration. Must be dry cleaned at low temperatures. Use a cool dry iron. Wool: cool and heat protective. Easy to dye. Risk of pilling after various washes. Pure wool comes directly from the sheep, without any mixture.

Linen: the number one summertime fiber. Creates a sensation of freshness. Easy to crease. Must be hand washed with cold water.
Plush: cotton or silk fabric. The right side of the fabric is smooth and wrong side is rougher. Tends to lose its shape.

Interlock: thick jersey knit. Face and surface are same. Tends to crease easily. Used for t-shirts.
Knitted fabrics circular knit Jersey: knitted fabric of various gauges (20,24 and 30). Tends to lose its shape slightly. Jacquard: each print is transformed into uniform mass of color. Thick fabric. Different on face and surface.

English knit: ribbed effect on both sides. Rough and highly flexible Plain knit: The fabric looks different on the right and wrong sides. Plain and flexible. Tends to stretch. Pique: solid cotton, rough to the touch. It has geometrical drawings in relief. Face and surface are different. Not easy to crease. Ottoman: cotton or silk fabric with ribbed effect. Strong fabric not easy to crease. Makes horizontal stripes. Used mainly for shirts but also blazers Chambray: Lightweight filmy fabric. Used mainly for shirts.

Prince of Wales( coming from England): wool fabric characterized by typical check design. Occasionally includes a fine stripe in a contrasting color between the checks. Used for trousers and jackets. Vichy checks: characterized by small regular checks. Cotton made. Normally combines white with another color. Sail cloth/Canvas: strong stiff fabric in cotton or with artificial fibers. Used for trousers, jackets and bags. Pinstripe: features many thin stripes. Used for shirts, trousers, jackets, ties Gabardine: light resistant fabric. The most popular is cotton. Both sides are plain. Waterproof. Do not wash at high temperatures. Do not iron. Used for three quarter jackets, coats and trench Tartan: irregular check print fabric (coming from Scotland). Used for shirts, jackets Reversible/Double faz: the new seams may be in a different colour and finish. Used for jackets

Cambric: very fine fabric generally made from cotton or white linen. Finishes makes it different than other similar fabrics. Used for pocket handkerchiefs or shirts. Denim/Jeans: highly resistant and hard wearing cotton fabric. Colors fade after various washes. Bedford cord: light stiff fabric. Face and surface are different. Used for shirts, trousers. Flannel: slightly downy woolen surface. Used for linen, jackets or pajamas

Fil a Fil: fabric that alternates threads in different tones of the same color. Used mainly for shirts.
Velvet: fabric with diagonal downy surface. Thick and comes in several varieties. Used for jackets, trousers Velveteen: similar to velvet or to suede. Thick with a smooth surface. Used for external garments. Diamond cloth: fabric from natural fibers, mainly in wool or silk, with weft intertwining thread in different colors forming a pattern which reassembles this precious stone. It is a very resistant quality not easy to crease. Used for blazers, shirts and ties. Technical: particularly water and wind proof. Light, long lasting with low level of transpiration. Used for jackets, raincoats Poplin: plain light fabric, generally in cotton or mixed with nylon. Used mainly for shirts, although also for summer shorts or pyjamas.

Oxford: fabric with relief producing dual color effect. Used mainly for shirts.
Corduroy: fabric with small velvety veins of varying thicknesses. Used for trousers, shirts, coats

Synthetic fibres (sintecice):

Polyester: this is the most versatile of all fibers. It can be blended with natural fibers. Highly resistant to sunlight and does not lose its shape. Dries quickly and does not crease. Can be machine dried.

Nylon: highly resistant. Untreatable and dries easily. Can be machine dried. Does not shrink or crease. Artificial fibres:
Viscose: less absorbent than cotton. Fairly cool and breathable. Easy to crease and must not be spin dry. Acetate/Rayon: similar to viscose to touch although slightly more plastic effect. Cannot be home washed. Easy to crease. Used for lining.

Leather and finishes. Metalized. A finish which creates metallic shades of gold, silver or bronze. Patent leather. A special layer of varnish is used to achieve this effect. Comes in various colors. Polished. Transparent finish with increased shine. Waxed. A special layer of wax is used to achieve this effect. Buffed. A faded and matted finish. Cracked. A finish with a chipped effect. Embossed. A finish with special raised design or pattern. Worn. A finish with the appearance of worn leather.

4th week Order evaluations- office contact persons Spanish words

Order
Every store has 2 orders for Inditex and 2 for Tempe per week Inditex
Wednesday (offer available from 8AM deadline 2PM ) Sunday (offer available from 8AM Saturday-deadline 6 pm Sunday) Wednesday (offer available from 10 AM-deadline 12PM) Friday (offer available from 10 AM-deadline 12PM) New tab contains information about the models that you will receive with the next shipment On the repo tab you can find items proposed to be replenishment with the next shipment. The proposed quantity can not be modified, but you can block the whole quantity. Order tab (collection) allows you to order how many pieces the store needs for the available items . Top (collection- items with low rotation) where you can also order the pieces needed in the store for the available items.

Tempe

On the offer you will find 4 tabs

Evaluations As a manager you should do periodically evaluations for your staff and also for the persons that are in training in your store. The holiday planning for staff/managers is done on special forms.

You can find the needed forms for evaluations and holiday planning below:

Spanish words
1.PRODUSE/products/productos:
- circular = tshirt+ polo+sweatshirt/tricou+polo+hanorac

- punto/knitwear, jersey/toata familia de pulovere - camisa/shirt/camasa - camiseta/niky/tricou - pantalones conj/suit pants/pantaloni de la costum(set) - pantalones tejano/jeans pants, denim/blugi - pantalones chandal/sport trousers/ pantaloni de trening - blasier conj/suit blazer/sacou de la costum(set) - cazadora/short jacket/geaca scurta - abrigo/coat/palton - gabardina/raincoat/geaca - chaqueta/jacket/geaca - traje/suit/costum - zapatillas/trainers/adidasi - sudadera/sweatshirt/hanorac - complementos/accesorii: - bisuteria/jewellery,/bijuterii: - gemelos/tabs/butoni - reloj/watch/ceas - bufanda/scarf/esarfa, fular - panuelos/handkerchiefs/batiste - calzoncillo/underwear/chiloti, indispensabili - calcetin/socks/ciorapi - bolsa/bag/geanta - cinturon/belt/curea - corbata/tie/cravata 2.MATERIALE/fabrics/tejidos: - lino/linen/in - algodon/cotton/bumbac - seda/silk/matase

3.MODELE/models, items/modelos: - chaleco/sleeve less/fara maneci - basicos, basiques/basics/basic-uri - estampados/prints/imprimeuri - cuellos/collars/gulere - rayas/stripes/dungi - cuadros/checks/patratele - lavados a la piedra/stone washed/prespalate - arrugados/wrinkled/sifonati, ridati - pantalones de pinza con veulta/pleated turn-up pants/pantaloni intorsi, rasuciti- cortas (cortar = a scurta)/short/scurte - sastreria/tailoring/croitorie = croit manual - hilo/stitching/lipiri - parches/patches/buzunare 4.CULORI/colors/colores: - verdes/greens/verzi - rojos/reds/rosii - gris medio/greys/gri - molvas/mauves/mov - azules/blues/albastre - vino lavados/burgundy/grena - ligero/light/deschis 5.ALTE CUVINTE: - salids/lisos/neted - transmute/to transform/a preface, a schimba, a transforma - semejantes/similar/asemenea, similar - acierto/key/cheia, ideea - galgas/gauge/masura standard - mezclados/mixed/amestecate, combinate - terminados/finishes/finisaje, detalii - proporciones, volumes/ large sizes/marimi mari, voluminoase - veraniegos/summerish/varatice

TRANING CHECK LIST

Monday
Shop presentation Stock presentation Reposition Closing Customer service (6 minimums) Arranging clothes on hangers Replacing sold items Fitting room

1ST Week

Tuesday

Wedneday
Stockroom organisation Follows store daily planing Labels information Learn colors

Thursday
Tara Face out Reservation Alteration Restos Sizes

Friday
24 Shoes families Trousers cuts

Saturday
evaluation & recap

Sunday - OFF

2nd week
Monday
Delivery process Stock distribution Placing the new products into coordination

Tuesday Tgt
Coordination pictures News Product catalog Store locator Goods Help A1 mail A2 Sales book

Wedneday - Reports
3 24 Productivity Lugera Budget vs hours (HR report) Subfamily Country subfamily report Top 40 Ranking by section Top 10 visual Informe enviado vendido Novedades report

Thursday
Delivery process Stock distribution Placing the new products into coordination

Friday - shipment feedback Saturday - evaluation week 1 , 2 & recap Sunday off

3rd week
Monday
Delivery process Coordination
Rules colors materials new items Lights basic collection BSI Monoproduct wall structure cut-price prices pictures

Tuesday Pda
Update Transfer between stores Transfer between stores confirmation Returns (devolution) Register of faulties Transfers out
Uniforms Other transfers out

Shop window I-tool

3 18 24 5 bsi Productivity Attendance report Discount employee

Wednesday

Thursday
Schedule & Daily planning Holidays planning Delivery process & coordination Shipment feedback Materials Types of shoes (blucher, ingles, bamba, deportivo, driver, etc.)

Friday

Saturday evaluation week 1, 2 , 3 & recap Sunday - off

4th week
Handling store needs by themselves + Monday
Spanish words we use in Zara Coordination during sales period

Tuesday
Office contact persons Shoes book Types of furniture

Wednesday
Order without pictures available on the Pda
finding the items from the offer in the store just by reading the description

Tempe Inditex

Thursday
Inventory procedure Company's internal rules

Friday
Hiring & resigning procedure Administrative procedures (Delivery note, Product reception note[NIR] ) Cash rules
Returns Changing shifts Cancellation receipt

Saturday
Final evaluation
Order
Tempe Inditex

Sunday off

Week 1

Trainer

Manager in training

Name Signature Week 2 Name

Signature Week 3 Name Signature Week 4 Name Signature Trainer Manager in training Trainer Manager in training

Trainer

Manager in training