Presentation Transcript

1. D1.HBS.CL5.08

   PROCESS LIQUOR SALES AT A BAR Facility

2. Subject Elements This unit comprises four Elements: Complete liquor sales Pack goods Minimise theft Merchandise goods
3. Assessment Assessment for this unit may include: Oral questions Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor
4. Element 1 Complete liquor sales
5. Complete liquor sales Performance Criteria for this Element are: Provide advice or information to customers on different types of products available Process sales promptly in accordance with enterprise procedures Complete order forms, invoices and/or receipts accurately in accordance with enterprise and legal requirements Operate point of sale equipment in accordance with manufacturer’s instructions
6. Complete liquor sales Performance Criteria for this Element are: Ensure all necessary material and/or consumables are available at the point of sale area Maintain cash drawer and float in accordance with enterprise procedures Record transactions in accordance with enterprise procedures Follow security procedures in accordance with enterprise requirements
7. Provide information to customers Range of items sold What items are sold in a liquor outlet: Alcoholic beverages Non-alcoholic beverages Food items Other Items
8. Provide information to customers Providing information When advising customers on their purchases the two keys are to: Identify customer needs and preferences Use product knowledge
9. Provide information to customers Information to know Products available Price of products Relative prices of similar products Origin of products Identifying products produced in the local region
10. Provide information to customers Information to know Value for money Special promotions Ingredients Relative strength Suitable alternatives
11. Provide information to customers Ways to develop product knowledge Read product labels Talk to sales representatives, suppliers, wineries Read relevant books on wines, spirits Read industry magazines containing articles and reviews on products Taste the products Talk to customers and get their feedback Attend and participate in tastings
12. Products in a liquor outlet Types of common products Commonly stocked beers Wines Spirits Liqueurs Packaged convenience foods Non-alcoholic drinks
13. Beer How is beer made? What are brands of local beer? What are brands of imported beer?
14. Beer Beer is a term for all fermented liquors brewed from malt and cereals. Ingredients of beer making include: Malted barley (sugar source) Yeast (agent of fermentation) Hops (flavouring and seasoning) Water
15. Beer Types of beers Ales: Pale Ale (bitters) Dark Ale (stouts) Lagers: Pale Lager (lagers and pilsners)
16. Beer Local beers Each country will have their own specialty beers that are often the most popular and consumed in the greatest amount: What are the popular local beers in your country? What are local ASEAN beers? Are they ales or lagers?
17. Beer Imported beers - examples Fosters - Australia Lowenbrau – Germany Beck’s – Germany Fürstenburg – Germany König Pilsener – Germany Corona – Mexico Budweiser – USA
18. Beer Imported beers – examples Hollandia – Holland Heineken – Holland Miller – USA Maes – Belgium Chimay – Belgium Duvel – Belgium Asahi – Japan
19. Beer Variations Shandy – Beer and lemonade Beer with a dash – Beer with a dash of lemonade Lager and lime – Lager with a dash of lime juice Red eye beer – with tomato juice Black and tan – Beer and stout Half and half – Beer and stout Portergaff – Stout and lemonade Stout with a dash – Stout with a dash of lemonade
20. Wine Wine Wine is defined as the naturally produced beverage made from the fermented juice of grapes Wine is a major aspect of beverage service and is routinely served to complement a lunch or evening meal Wine knowledge will be covered later in this subject
21. Types of wine Common types of wine White wine Red wine
22. Types of wine Wine categories In addition to ‘red’ or white’ table wine, wine can be further categorised as follows: Varietal or generic Sparkling Fortified
23. Varietal wines ‘Varietal’ wines are wines made from one grape variety The name of this grape appears on the label of the bottle The wine must be made from a minimum 85% of that stated variety
24. Varietal wines Varietal white wines White grape varieties include: Chardonnay Chenin Blanc Riesling Sauvignon Blanc Semillon Traminer
25. Varietal wines Varietal red wines Red grape varieties include: Cabernet Sauvignon Malbec Merlot Pinot Noir Shiraz
26. Generic wines ‘Generic’ is the term used to describe wines are made to a style, usually naming a European location as its origin: What generic wines do you know?
27. Generic wines Generic white wines Generic white wines include: Chablis Hock Moselle Sauternes White Burgundy
28. Generic wines Generic red wines Generic red wines include: Burgundy Claret
29. Varietal and generic wines When most wine industries started, most if not all of its wines were generic wines. Today there is a tendency for: Cask or house wines to be generic Premium bottled wines to be varietal
30. Champagne/sparking wines The word ‘Champagne’ is now legally reserved for sparkling wine produced from the Champagne region in France Where produced in other parts of the world, it is correctly now known as ‘sparkling wine’
31. Champagne and sparking wines Production of sparkling wine Sparkling wines may be made using one of four options: Naturally Carbonated wine Carbonated or Injection method Cuvee close, Charmat, Bulk or Tank method Transfer method
32. Champagne Styles of champagne Non-vintage (N.V.) Vintage Rosé Crémant Blanc de blancs Blanc de Noirs
33. Fortified wines Fortified wines are base wines which are strengthened or ‘fortified’ by the addition of grape spirit or brandy. The addition of the grape spirit: Stops fermentation Increases alcoholic strength Adds sweetness Imparts keeping qualities Provides the brandy character
34. Fortified wines Types of fortified wines Sherry Vermouth Port Muscat Tokay
35. Wine growing countries What are famous wine growing countries?
36. Wine growing countries Top 10 wine producing countries in 2011 1 – 5: France Italy Spain United States Argentina
37. Wine growing countries Top 10 wine producing countries in 2011 6 – 10: China Australia South Africa Germany Portugal
38. Spirits Spirits Spirits are a popular drink in many bars. What types of spirits do you know? Where do they originate? What are they served with?
39. Spirits Whisky Whisky is distilled from grain (barley, rye, maize, cereal). Four main ones being: Scotch Irish Bourbon Rye
40. Spirits Scotch Whisky Johnnie Walker – red label, blue label, black label, green label and gold label Ballantines The Famous Grouse Teacher’s Grants Dewar’s
41. Spirits Scotch Whisky Black and White Vat 69 Chivas Regal Haig’s Dimple Glenmorange Glenlivet Glenfiddich Single Malt 12 years old
42. Spirits Irish Whiskey Jameson Paddy’s Tullamore Dew
43. Spirits American Bourbon and Rye Whiskies Wild Turkey Kentucky Straight Bourbon Whiskey Jack Daniels Sour Mash Tennessee Whiskey Jim Beam Kentucky Straight Bourbon Whiskey Cougar Bourbon
44. Spirits Rum Captain Morgan – spiced gold, dark, deluxe, white and gold Bundaberg – underproof and overproof, Royal Liqueur, Distillers No 3 Bacardi – white, black and gold
45. Spirits Gin Gin is produced by rectifying a pure spirit with berries and botanical herbs: Gilbey’s London Dry Gordon’s
46. Spirits Vodka Is distilled from a base of grain and can come flavoured Grey Goose Stolichnaya Finlandia Wyborowa Smirnoff Skyy
47. Spirits Brandy Is distilled from wine, example brands: St Remy Hardy’s Black Bottle
48. Spirits Cognac The most famous brandy is Cognac made in the Cognac region of France; example brands: Courvoisier Remy Martin Hennessy Otard
49. Spirits Common mixers for spirits Gin – tonic water Brandy – dry ginger, soda water Whisky – dry ginger, soda water Rum – cola Vodka – lemonade, orange juice, tomato juice
50. Spirits Other spirits What other spirits can be served? Where do they come from? What are they made from? What mixers can they be served with?
51. Liqueurs Liqueurs are spirits that have been flavoured with such things as fruits, herbs, roots and plants, then sweetened and sometimes artificially coloured Liqueurs are proprietary or generic
52. Liqueurs Proprietary or generic liqueurs Proprietary brands are those produced by a single company such as Grand Marnier, Cointreau, Tia Maria, and Galliano Generics are types of liqueurs that can be made by any company. They come in many flavours
53. Liqueurs Common generic liqueurs flavours Advocaat Banana Blue Curacao Butterscotch Cherry brandy
54. Liqueurs Common generic liqueurs flavours Crème de cacao Crème de menthe Melon Mint chocolate Triple sec
55. Liqueurs Common proprietary liqueurs Bailey’s Irish Cream DOM Benedictine Cointreau Drambuie Grand Marnier Kahlua
56. Liqueurs Common proprietary liqueurs Jagermeister Midori Galliano Tia Maria
57. Non-alcoholic drinks Tea Coffee Milk shakes Flavoured milks Smoothies Hot or iced chocolate Juices
58. Non-alcoholic drinks Cordials and syrups Waters Soft drinks Non-alcoholic cocktails Health drinks Frappés Children’s specialty drinks Energy drinks
59. Packaged snack foods Common snack foods Chips or crisps Nuts Dips and salsas Beef jerky Confectionery – sweet items, chocolates, cakes, muffins Breads and cheeses Olives
60. Ancillary products Ice Cigarettes and tobacco products Bottle openers Cork stoppers Picnic sets Sunscreen
61. Ancillary products Carry bags Cooler bags Drink accessories Decorative items for drinks and cocktails Gift packages and gift vouchers Drink and liquor-related books and magazines
62. Keys to providing relevant advice Identify needs, wants and preferences Identify if the beverage is for a special occasion Identify if the beverage is to accompany food Determine how much the customer wants to spend Focus on the customer Match products offered to their stated needs
63. Process sales promptly Customer sales and service Smile Make eye contact with each customer Use the customer’s name if known Follow house procedures for cash handling, sales processing, giving change. ‘Please’ and ‘Thank you’ are mandatory Serve customers in the order they arrived at the service counter Make an offer of assistance Wish the customer ‘Goodbye’
64. Opportunities for optimising sales The ABC of Selling Automatic Sales Bettered sale Created sale
65. Complete order forms, invoices and/or receipts Staff in liquor outlets will have to deal with various pieces of paperwork as part of their everyday practice. Examples of dealing with forms: Completing an in-store order form as the customer dictates their order to you either in person or over the phone Completing an establishment invoice that will accompany the supply of goods to a customer Supplying a receipt for goods bought and supplied
66. Complete order forms, invoices and/or receipts Order form information Customer details Delivery requirements Payment details Product description Quantities involved Any special requests Name of the person recording the order Declaration that purchaser is over 18 years of age
67. Complete order forms, invoices and/or receipts Invoice information Information about the supplier Information about the customer A reference number Date Goods supplied Prices Terms of trade Additional charges Service tax inclusions
68. Complete order forms, invoices and/or receipts Receipts Customer may require a register receipt or written receipt Proof of purchase This written receipt details the goods bought and payment method
69. Operate point of sale equipment Types of POS equipment Commonly found items of equipment include: Fixed or hand held bar-code reader or scanner Cash register – also known as a POS terminal EFTPOS terminals Credit card processing equipment Cash drawer
70. Operate point of sale equipment House rules and requirements Items must be registered to a specific department Only management may have access to the register security keys The cash register drawer must be kept locked when no-one is in attendance Each staff member may have their personal operator number, code or ‘swipe bands’ No ‘No Sales’ are allowed to be rung No change is to be given out for any purposes Established floor limit for credit cards
71. POS materials and consumables Ensure all necessary material and consumables are available What are the various types of materials and consumables that are required to ensure POS equipment can operate in an effective manner?
72. Maintain cash float A cash float A cash float, also known as ‘the float’ is the amount of money that an establishment has deemed appropriate to commence the day’s trading for a cash register/point-of-sale (POS) terminal. What are the steps associated with: Receiving and accurately checking a cash float Counting a cash float
73. Record transactions Types of transactions Cash Cheque Credit cards EFTPOS Refunds Returned goods Account payment
74. Identify and process customer delivery requirements Pre-requisite requirements Most liquor outlets will only deliver liquor under certain conditions: Goods must be paid for prior to delivery A minimum purchase quantity Items will not be left at addresses where there is no one to accept delivery No liquor will be delivered to minors Deliveries may only be made within a prescribed geographic area
75. Identify and process customer delivery requirements Details needed to provide a delivery service Name of the customer and their contact details The address to where the delivery is to go Special instructions Precise nature of the goods to be delivered
76. Processing sales requirements Customer service standards Honesty and integrity Accuracy Speed Explanation and description of charges Customer service
77. Follow security procedures Use cash registers correctly Try not to share cash registers Never leave a cash register open when unattended Keep cash registers out of the reach of customers Lock cash registers when not in use Keep the original note on display whilst a transaction is taking place Regularly store large notes under the cash till Regularly arrange for cash registers to be cleared
78. Follow security procedures Remove payments received and transport Why is this important? When should payments be removed from cash registers? Who should do it? Where should taking be placed?
79. Element 2 Pack goods
80. Pack goods Performance Criteria for this Element are: Maintain adequate supplies of wrapping materials Pack goods in a suitably sized bag or container that adequately protects the goods, or wrap goods neatly and effectively Follow safe work practices while packing goods
81. Maintain adequate supplies of wrapping materials Wrapping materials and bags Single-bottle bags Double-bottle bags Three-bottle bags Four-bottle bags Six-bottle bags Long-neck bags
82. Maintain adequate supplies of wrapping materials Wrapping materials and bags Half cartons Full cartons Special occasion bags Gift wrapping paper Sticky tape Scissors Ribbon and bows Gift cards
83. Pack goods in a suitably sized bag Care when packing When wrapping liquor products, care must be paid to ensure it is wrapped appropriately for the individual sale. This means special attention needs to be paid when: Packing stock for home delivery Gift wrapping Meeting specifically stated customer requirements
84. Pack goods in a suitably sized bag Wrapping options Gift wrapping To bag or to box Pre-bagging
85. Pack goods in a suitably sized bag Keys to effective packing Select the appropriate wrapping paper or bag Make sure the wrapper is sound, clean and tidy Take a little time and trouble to bag or box the goods Check the way the package looks Don’t be afraid to re-do anything that needs attention’ Hand it over carefully, smile and thank the customer
86. Pack goods in a suitably sized bag Practical gift wrapping Clear a space on which to work Select the correct paper and cut the paper to size Fold and wrap the product neatly tucking the tops and bottoms carefully and flat Use sticky tape carefully Add a bow and ribbons if required Present the purchaser with a small gift card Give the package carefully to the customer
87. Follow safe work practices Pack items safely to prevent any damage in transit Transit or ‘transportation’ options from the liquor outlet are potentially threefold and they involve: The customer taking their goods and getting them home The outlet making a home delivery The outlet mailing or couriering the items to their destination
88. Follow safe work practices Safe packing techniques for delivery Notify those handling the cartons that they are fragile Handle the packs carefully at your end Ensure a legible name and address for delivery are readily visible Make sure your liquor outlet’s name, address and phone number (as the Sender) is readily visible Only use recognised couriers with a good track record Tape finished boxes securely
89. Element 3 Minimise theft
90. Minimise theft Performance Criteria for this Element are: Apply security procedures to minimise theft Maintain security of cash in accordance with enterprise procedures Deal with suspicious behaviour of customers and/or staff in accordance with enterprise procedures Keep storage areas secure from unauthorised access in accordance with enterprise procedures
91. Apply security procedures to minimise theft Two central requirements in minimising theft are: Taking preventative action to eliminate the incidence of theft Maintaining ‘situational awareness’ of what is happening in the outlet at all times
92. Apply security procedures to minimise theft Security personnel or equipment Security firms Loss Prevention Officers Static guard services Security mirrors Electronic sensors with movement buzzer CCTV surveillance
93. Apply security procedures to minimise theft Internal security policies and practices Use prohibited access signs All internal doors that are not used during normal trading activities should be locked and alarmed Keeping cash register drawer locked Preparing an armed robbery procedure Ensuring appropriate insurance is in place Placing only low cost items near entrances Never leaving the store floor unattended
94. Apply security procedures to minimise theft Maintaining surveillance Using mirrors Being alert for suspicious persons Approaching customers and talking to them Being alert to customers switching products Checking customer trolleys
95. Apply security procedures to minimise theft Monitor high risk pilferage areas Experience has identified there are certain high-risk areas for theft in a liquor store: Certain product lines Near entry and exit doors Blind spots Corners Cool rooms
96. Deal with suspicious behaviour What is suspicious behaviour? People looking anxious People spending a lot of time in the liquor outlet but not buying anything People who look around furtively People who become aggressive when you approach them with an offer of help
97. Deal with suspicious behaviour What is suspicious behaviour? Anyone who enters the liquor outlet wearing a motorcycle helmet People who come in with a large bag or a bulky overcoat Customers spending a deal of time looking around
98. Deal with suspicious parcels Suspicious parcels What makes a parcel suspicious? What do you do if you find one?
99. Keep storage areas secure Storeroom controls Restrict access and times to storerooms Only move items with correct paperwork Video surveillance Regular internal security patrols Locks should be used on doors and key access limited
100. Element 4 Merchandise goods
101. Merchandise goods Performance Criteria for this Element are: Receive, unpack and store goods in appropriate location Display stock in accordance with enterprise procedures Create and dismantle special promotional displays Keep displays clean and tidy Rotate stock in accordance with enterprise procedures Prepare labels and tickets in accordance with enterprise procedures Ensure stock is correctly priced
102. Receive, unpack and store goods Where might stock need to be placed? Stock delivered into the premises may be stored: In the coolroom On the floor In fridges In a store room By delivering stock directly to other departments
103. Receive, unpack and store goods Unpacking deliveries Check the delivery against the accompanying documentation Ensure you sign for the delivery Check the condition of the product Ensure the presence of the stock on the floor does not present an OHS hazard
104. Receive, unpack and store goods Unpacking deliveries Do not leave stock unattended Dispose of cartons, dividers and packaging material properly Be careful Apply correct manual handling and safe lifting techniques
105. Receive, unpack and store goods Practise safe lifting, shifting and handling procedures Considerations include: Safe manual handling procedures Using manual handling aids Workplace layout Work practices Training
106. Display stock Display considerations Important keys for you are to: Follow house requirements Ensure safety of customers and staff Optimise security of the items being displayed
107. Display stock Encourage impulse buying The hope is customers will notice displays and other stock as they walk through, and make an ‘impulse buy’ An impulse buy is a purchase made on-the-spot, a purchase they had not intended to make on entering the store
108. Display stock Purpose of displays Increase sales Make purchasing quicker and easier for the customers Generate impulse sales Create consumer interest Capitalise on an up-coming special event Highlight an individual product, or set of products Provide a tasting opportunity and forum Add interest to the store
109. Display stock Merchandising – shelves and displays Utilise prime positions Increase ‘facings’ Where are the best places to promote items and why?
110. Display stock Groupings Products can be grouped in a variety of ways. Traditionally, products are grouped by: Product type Specials Size
111. Display stock Merchandising requirements Lighting Balance Triangles
112. An overview on displays Shelf Stock Group all similar products together Increase facings for high demand items Use shelf tickets for new products and items Adjust stock facings to match differences in seasonal demand Maintain a ‘full shelf’ appearance
113. An overview on displays Floor Displays Locate items you want to sell in hot spots If practical locate high demand products at the back of the store Maintain appearance Up-date displays one-at-a-time Group similar products Re-stock as required
114. Create and dismantle special promotional displays Re-setting a display Resetting a display or sales promotion may involve: Re-stocking it as customers buy the products Moving it to a different physical location within the store Replenishing promotional material that is part of the display Changing the stock in the physical display Changing one or more aspects of the original display
115. Create and dismantle special promotional displays Dismantling displays - considerations Minimising interruption to customers Ensuring customer safety Dismantling one display at a time Working carefully Returning stock to other appropriate locations Retaining materials used in the display or promotion Maintaining a clean and tidy store appearance
116. Keep displays clean and tidy All display areas must be kept clean and tidy so as to send a message to customers that we are caring professionals, who take pride in our work and value our customers. How can you do this? What tasks need to be performed?
117. Keep displays clean and tidy Performing routine dusting, polishing and vacuuming Performing spot cleaning Cleaning up spills and breakages Taking a walk outside and ensuring the exterior of the premises is clean and tidy Putting equipment away when you have finished using it Removing packaging and promotional signs that are no longer wanted Monitoring stock and displays Replacing things that need replacing
118. Keep displays clean and tidy Ensure cleanliness of refrigerators and coolrooms Why is this important? How can you do this? What tasks need to be performed?
119. Rotate stock Importance of stock rotation All stock in a liquor outlet must be rotated on a regular basis Stock rotation is necessary to sell stock before ‘best before’ dates are exceeded and so as to keep stock current
120. Rotate stock Stock rotation principles The vast majority of stock in a liquor store will be rotated on a First In, First Out basis This is also known as FIFO
121. Rotate stock Practical considerations Rotate items using their ‘Best Before’ dates, or their filling date as the basis for rotation Distribute any out-of-date (or close to ‘Best Before’ date) stock to bars (where possible) so it can be used for dispensing purposes Sell all products with a dated label or ‘worn’ appearance before new stock is offered for sale Rotate stock so as to present shelves and displays with a ‘fully stocked’ appearance Check non-liquor items Best Before dates and either promote them or return to suppliers
122. Report defective and out of date stock promptly What is detective stock? How can you monitor ‘use by date’ of stock? What do you do when items are defective or ‘out of stock’? How can you prevent these scenarios?
123. Prepare labels and tickets Practical advice for preparing labels and tickets Be accurate and honest Don’t try to cram too much in to a label or ticket Be selective about what you put in and what you leave out Make sure the label is clear, legible and readily understood Ensure it is the ‘right’ size Construct it out of a suitable medium Make more than one of the same thing at the same time
124. Prepare labels and tickets What information might be included on display labels? Product name Supplier Stock control details Size Selling price Various coded information such as stock identification code, bar code and date code
125. Prepare labels and tickets Two categories of price-marking equipment Price-marking equipment falls into two broad categories: Printers Pricing guns
126. Ensure stock is correctly priced Keeping all stock priced at the correct and current price is a necessity in all sales situations: How can you do this in an environment where products are varied and ever-changing?
127. Ensure stock is correctly priced The need for correct base information Pricing information may be provided to you by: Suppliers Head office Management Buying groups Personal experience
128. Retaining pricing information Conducting in-house checks It can be a useful practice to do random checks on selling prices within the store to ensure: The required price is being shown on the label for the bottle The same price is listed on the shelf label The identical price is being shown on any other in-store advertising or promotional material The product registers the correct price when it is scanned
129. Retaining pricing information Conducting in-house checks The right price is being shown in any media advertising or flyers Where you have more than one outlet, that all outlets are displaying the same price The stated selling price is returning the required percentage mark up The stated selling price is in-line with head office requirements and buying group requirements