Nugget

Mission statement

"We are a family of dedicated people with a love of food and a passion for excellent service. We are committed to constant improvement, our people, and most importantly, guest satisfaction. Our associates are our competitive edge — superior quality and great prices are just part of the bargain."

Intercom script

"___ you have an outside call on line #; ____ outside call on line # please."

Guest comp - If a guest has a justifiable complaint (ex: bad watermelon from produce) you can give guest complementary item (ex: new watermelon, but this has to have a limit of ____ and cannot include _____) and a refund

$10; alcohol and liquid dairy If unsure if situation requires it, check with supervisor

What does sustainable mean?

-A practice, method, or production process that is able to be maintained for a long time -Ex: sustainably caught fish may indicate that the fish were not overfished

3 company goals

1) Guest satisfaction 2) Constant improvement 3) World class employer

7 Guest Experience Guidelines

1) Make eye contact and smile 2) Greet and welcome each and every guest 3) Seek out guest contact 4) Provide immediate service recovery 5) Display appropriate body language at all times 6) Project warmth during every guest interaction 7) Thank each and every guest

5 Basics to Increase Sales

1) Quality 2) Cleanliness and Safety 3) Stock level 4) Signage and accurate pricing 5) Guest satisfaction

Founding year and first location

1926 Woodland

Wine selection has over ____ items Beer selection has over ____ items

3500 300

Double magnum

4 750 mL bottles of wine

Food temperature danger zone for Nugget to avoid

41-135F

You can only push out a max of ___ carts at a time

5

Code Silver

Active shooter

Code 2

All Code 1 associates plus backup Checkers and Courtesies please immediately report to Front End to assist in check stands

Code 1

All associates please report immediately to Front End

Code 3

All hands on deck - position duties resume when Front End slows down

Code 12

All scheduled Deli/kitchen associates please report to Deli to assist

Kosher food

Also related to ingredients and how meat is produced No pork, rabbit, cuts of beef from hindquarters of animal (flank, shank, sirloin, round, short loin), or shellfish No blood No fish if it doesn't have fins and scales; fish does not count as meat. Wine must be certified kosher No reptiles, amphibians, insects, or worms. Also has a handy certification but not every Kosher food will have this; usually processed and packaged foods will display it No meat WITH dairy products No dairy mixed with animal derived ingredient like Gelatin or rennet Milk and eggs from kosher animals.

Telephone etiquette If intercom calls for associate that is not in, do this: If guest wants to speak to unavailable associate:

Answer within 3 rings "Thank you for calling Nugget Markets in Davis; this is Catherine, how may I direct your call?" If you need to put them on hold, say "Thank you. May I put you on hold?" And follow up ASAP Take the call yourself or intercom announcer to let them know associate is out of store Offer to take a message and make sure person receives it later DO NOT GIVE OUT ASSOCIATE SCHEDULES OR CONTACT INFO TO ANYONE Refer reference requests or job verification to Payroll Dept.

Code Zebra

Armed robbery

Code 50

Armored car service to Guest Service Desk (GSD)

You _____ accept tips or gratuities from guests

CANNOT

Always notify your manager through _____ a min of ____ before your shift if you are

Calling the store never texting; Sick, going to be late, unable to make it to work

CQD

Case Quantity Discount

What does USDA organic mean?

Certification required to get if you want to use the word "organic" or the seal on your products. Organic products must be produced using agricultural production practices that foster resource cycling, promote ecological balance, maintain and improve soil and water quality, minimize the use of synthetic materials, and conserve biodiversity. According to the USDA, research has shown organic products improve water quality, soil health and quality, and increase biodiversity. Specific pesticides and synthetic substances, genetic engineering, ionizing radiation, sewage sludge are not allowed in the production of the product. HOWEVER, this does NOT mean that products not labeled organic involve these; USDA organic is a certification that producers have the OPTION of getting.

Code 33

Checker needs a PIC approval

Code 22

Checker needs a loan

Code 7b

Courtesy/utility please clean up big wet spill with mop and caution cones

Code 7a

Courtesy/utility please clean up small wet spill with paper towels and caution cones

Code 13

Deli/kitchen all hands on deck

Bridge buy

Describes buying technique of only buying a particular item when on deal and make sure we buy enough to get us to next deal

Disco

Discontinued item

DPR

Display Price Report

Code 6

Dry Spill: Courtesy/Utility please clean up

Current president/CEO

Eric Stille

Code 1000

Evacuation to Starbucks area

World class service

Far and above that of our competitors Doing more for guests than they expect

omega-3 fatty acids are found in _____ and are important to eat more of because

Fish and seafood and fish oils, plant oils like flaxseed and soybean and canola. Nuts and seeds. Fortified foods. Supplements also. Provides essential fatty acids that you need to consume bc your body cannot make them. Just bc they are necessary does not automatically mean having MORE = better; you don't want to overdo it.

All natural/natural

Food without preservatives Or product without synth ingredients

What does Fair Trade mean?

For more info, Fair Trade Intl has more info -Certification, sustainability label -Meaning that producers and businesses adhere to set standards that promotes a fairer price for products produced by farmers and growers and a fair wage for their workers -Overarching goal is to end poverty

The house brand of Nugget is called

Fresh to Market Offers apple juice, apple sauce, balsamic vinegar, EVOO, bottled water, bread, chocolate, maple syrup, meat, milk, pasta sauce, tortilla chips, supplements, honey, etc

Guest appreciation - if guest says they are having a bad day bc of a serious event (ex: family member passed away), you can ____

Give guest a bouquet (Check with supervisor first if it's okay though)

You cannot operate equipment without

Having appropriate training for it beforehand

Floor sweeps are ____ and ____

Hourly; mandatory and recorded Start at one end of store and push broom up and down both sides of every aisle covering any space guests may step, checking for debris or spills

Inform supervisor of any injury ____ no matter how severe; if you are ill, notify department manager a minimum of ____ prior to shift

Immediately One hour

Vision statement

Leading-edge retailer Serve our neighborhoods Quality and knowledge To make each shopper a loyal guest In our community

Code Susie

Lost female child

Code Johnny

Lost male child

Founder names

Mack and William Stille

Code M

Medical emergency for associates or guests

What are Secret Specials

Non advertised deals that only guests who have signed up to receive secret email will be aware of

Names of stores

Nugget Markets Fork Lift Food 4 Less Sonoma Market

Code 90

PIC override at the checkstans

If you are talking up a product you don't know much about, first look at:

Packaging (is it advertised to be more sustainable? Are there any selling points on the front like Fair Trade or USDA Organic or Halal or Kosher?) Ingredients (allergens? Any particular ingredients customer is looking for or looking to avoid? Is it purely one ingredient — important for stuff like maple syrup? What is its first ingredient?) Origin (sustainably grown? Locally sourced? Organic?) Price (how is it compared to similar products)

Only give out sample to a child if

Parent/guardian is present and has given permission Need to know ingredients of sample and convey that

Parking

Park car in outer area of lot or other designated area

When a guest asks for help finding an item, do not ____; if unable to find it yourself, ____

Point (you have to take them directly to it); ask another associate for help

Randomly selected U cards will be embedded in U tube messages and videos, Lil Nuggets, and other communications. If your U-card matches one that's posted then

Present your U card to store leader to get money

5 Core Values

RAVE - Respect, Appreciate, and Value Everyone Family Fun Positive attitude Trust

After you punch in you should take the first five minutes of your shift to

Read the U-tube and Communication Board

Halal food

Related to the ingredients as well as the treatment of the animal No pork (USDA also says some cheeses if they contain rennet, which many do) No alcohol (including vanilla extract if it contains alcohol). Chocolate liquor is not alcohol, it means "chocolate liquid". No cross contamination with non-halal foods Not everything needs the Halal certification to be Halal

Cart shagging

Retrieving carts in parking lot and returning them to store

Produce is able to be ____ and special orders are available with a notice of ____

Sampled by guests 24 hours

Code 100

Shoplifter (this call is only used by a loss prevention agent unless authorized by them)

Bug

Small ad item placed in same spot as big ad item

Code 91

Till pick up at checkstand needed

In store breakage of merchandise If guest spills or breaks something, assure them that ____ and ____

We will replace it (no need to worry), clean up spill safely, notify manager if incident report is needed