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