LOWES
Situation Greeting
"Is it still raining out there?"
Personalized Greeting
"What kind of gardening project are you working on?"
LAR Building & Loan
A construction loan that is paid off on a monthly basis and is used by businesses usually
Pick Ticket
A document that tells the order filler how much of each item pick and stage
Feature
A fact or characteristic of the product
Shipment
A group of stock items on an order with the same fulfillment method and store
Sterling
A new tool used to capture orders placed online through Lowe's.com and third party sellers
LAR Pre-funded Escrow
A pre-paid account that can be used by businesses or customers, includes the ability to assign authorized spenders to the account so they can make purchases (ie, a customer makes the account and puts their contractor as an authorized spender)
Lockout/Tagout
A procedure designed to prevent injuries when equipment is being I stalled or repaired
DSHR Green
All issues have been found and corrected or there were no issues reported
Flexible Fulfillment
Allows customers to order merchandise online and have it shipped to themselves directly or have it shipped to the store of their choice, makes it so they aren't limited by the in-store stock
Benefit
An advantage consumers receive from using a product, value
Fire Safety Precautions
Automatic alarms, automatic sprinklers, smoke removal systems, portable fire extinguishers
DSHR Yellow
Check complete but issues were found and haven't been corrected
Store Ladder
Check each ladder for weight descriptions (staff member + product weight), maintain three points of contact
DSHR Red
Check incomplete and not submitted
Three Types of Customers
Mission, Project, Inspiration
Product Spill Protocol
Never walk away, clean up ASAP, contact management if spill is hazardous, use cones to keep customers away from the spill
PPE
Personal Protective Equipment
Trash Control Protocol
Pick-up all trash, empty boxes, packing material, lumber bands, etc.
POS
Point Of Sale
Closed Questions
Questions that require a specific response "How large is the bed you're planting?"
RED
Read Every Description
RWD
Recovery Without Detention
Empty Pallet Protocol
Remove these right away as they can be a tripping hazard
SDS
Safety Data Sheet, used to fill out form on HAZMAT bag
Retail Space
Sales floor up to 8 feet high, Customers shop from here usually
SAM
Scan All Merchandise
Project Customers
Come in as a step in a larger task like getting a light fixture while redoing a bedroom
Inspiration Customers
Come in for ideas, usually when looking to redo a room
Mission Customers
Come in for quick tasks like getting a specific product like a lightbulb or tool
4 Properties of HAZMAT
Corrosive, ignitable, reactive, toxic
Spill Kit Locations
Customer Service Desk, Lawn & Garden, Paint
DSHR
Daily Safety & HAZMAT Review Used to identify, document, and resolved issues found on the floor
Floor Display Protocol
Displays cannot block aisles, exits, or fire extinguishers
EAS
Emergency Alert System, door alarms at exit points
EAC
Engage All Customers
IMPACT
Initiate greeting Make an assessment Provide a solution Add value Close for next steps Thank the customer
Open Questions
Invites and encourages customers to respond "What king of feel are you going for in your backyard?"
LISA
Look InSide All
LAR
Lowe's Account Receivable, used only in Lowe's, and is used by business customers who want to have invoices that are paid off each month
LBA
Lowe's Business Account, used only in Lowe's, and is used by Pro Customers and business owners
LBR
Lowe's Business Rewards, an American Express Card that can be used anywhere American Express is accepted and earns points based on spending
LCC
Lowe's Credit Card, used only in Lowe's and is used by normal customers
What is the clearance for electrical panels and rooms?
Three feet
TRAPS
Top stock is loaded and stored safely Racking is not damaged or overloaded Aisle blockers, spotters, and escorts are used for power equipment Powered equipment operators are complying with regulations Safety inspections are done on a regular basis
Extension Cord Protocol
Used for 90 days or less, always check for damage, damaged cords must be removed and replaced right away
KRONOS
Used to clock in/out, request time off, etc.
Cardboard Baler
Used to compress cardboard boxes for recycling
Trash Compactor
Used to compress trash, DO NOT ENTER UNDER ANY CIRCUMSTANCES
Blood-borne Pathogens
blood or body fluids of a person, presents a biological risk