Minnesota to Alaska: The AAFES Experience

1. Kathryn Gavin Retail Management Internship 5 August 2011 Minnesota to Alaska: The AAFES Experience Presented to: Mike Lowry

2. jianwei.hou@mnsu.edu Contents Hardlines 1 minute Cash Cage (Wainwright) 1 minute Warehouse/Stocking 1 minute

3. Customer Service • 10-foot rule – as AAFES employees, it is crucial to greet and offer help to all store customers • Daily paperwork (sales analysis, sales report, tender report) • Cashier Duties • Western Union • Exchange Credit Program • Military Star Card • ID policies • Catalog Orders • Return/Exchange Policies • *15 days - unopened computers, games, DVDs, etc. • *30 days – jewelry, electronics, furniture, major appliances • *90 days – all other merchandise

4. Gun Counter Firearms training: Control & Storage of Critical Items, Familiarization & Selling Vault Operations Opening & Closing duties Inspecting the firearms Hunting & Fishing licenses Critical Item paperwork

6. Red Prairie Ordeal My eight weeks at the Eielson BX may not have been considered the “most prime time” according to AAFES (Eielson) – however, witnessing and being a part of the Red Prairie delivery/order slip up was an excellent learning experience. I was able to witness the huge impact of a delivering system/supply mistake and the lasting impact it may have on consumer behavior. (sale & profit effects) After completing a Marketing Consumer Behavior class this summer through Minnesota State, this incident touched on many important marketing points (consumer reactions, emergency orders, touchpoints, etc.)

7. Did Red Prairie Cause This??... Insert Chart or Graph Here Due to Red Prairie?...

8. Due to Red Prairie?...

9. This response letter by Mr. Lowry to Mr. Huntington was a learning experience in itself! It taught me about handling customer complaints in an effective, professional manner.

10. OPS – Fashion Markdown - Promo • Fashion Markdown: use of talxons to determine percentage/hard markdowns Wednesday mornings. Markdown items are pulled and placed on clearance rounders. • Price Changes: Item management & look-up routine, locating items in the store and making the correct tag/label for each item • Promo Preparation: Going through every item in the upcoming promo ad – locating in ASAP or on the sales floor if unsure. • Correct Signage: Deciphering between type, size, classification (Sale, Clearance, Price Cut, Just Compare, Shoppette Special, Special Buy, Be Fit, Exchange Select) • ASAP: the basics of the program, price changes, item look-up, multiple UPCs, on hand/in stock

11. Visual Merchandising/Signmaking • Public Relations aspect : solid, good-looking displays create positive store image • Marketing: (AAFES radio network & BTV) • Flyer/weekly promo delivery base-wide • Sign kits, AAFES updates • Correct signage • Display requirements • Sweepstakes/display competitions • Miller Sweepstakes display – hoping to win!

12. Softlines

13. Hardlines Power Zone • Customer-Oriented Information Center • Works closely with Loss Prevention • New Release Tuesdays • Price Matching • New! Web Based Learning Certifications (Silver, Gold, Platinum) • Alarm Resets Hardlines Basics • Promo Prep • Returns to shelves • Floor Appearance • Toys • Warehouse Knowledge • Assist Customers • Respond to Pages Outdoor Living • The Yard • Price Signing • Assemble Patio Sets • Power Tool Maintenance • Equipment Assembly

14. Wainwright Cash Cage • Closing Shift: • Reconciling Cashiers • Vault counts • Facility deposits • AAFES store deposit • Change orders • Reconciling stamps • Drawer, talzon & sticker tape collection • Page response (20C) • Resembles Alaska USA (@ Eielson); all monetary duties handled by AAFES employees • Opening shift: • PCC (running checks daily through the treasury) • Vault counts • Consolidated daily deposits • Distributing drawers, stamps & security tape • Key check-out & check-in

15. KRONOS – Warehouse/Stocking KRONOS: schedule changes, schedule input, OT adjustment, VL, LWOPWarehouse/Stocking: vendorreceiving procedures, unloading truck, stocking shelves, baler/equipment operations, a “clean” warehouse

16. I learned so much throughout my AAFES internship experience. Everyday I added more business knowledge to my existing intelligence while working with helpful, friendly AAFES employees. I learned a lot about the military environment, ranks, proper behavior, terms, etc. Most important thing I learned = to always remember who I am and use the talents, skills and abilities I possess in order to learn, act and impact each person I surround in the business atmosphere. -4 Important points I will take with me:*Be professional*Be responsible*Stay determined*Be open to new people & new ideas

17. My Impact on AAFES: I shared my outgoing communication skills, responsibility and upbeat attitude with co-workers, customers and US military members every day. I gave a non-military background perspective to the store. I can now pick out what is most important for a manager to see when walking through a store/business & how to analyze employee & customer interaction. Heading back to Minnesota, I am able to share the positives of AAFES as a corporation, its benefits & the many opportunities it has to offer to military, military dependants & civilians.

18. Mass Communications Public Relations - Marketing My AAFES experience related greatly to my course of study at Minnesota State University – Mankato. My major is Mass Communications with an emphasis in Public Relations & a minor in Marketing. I was able to improve my professional communications skills, promote a positive public relations image for AAFES as a corporation and focus on the different Marketing & Advertising tactics of AAFES. It was neat to see the relation between in-store advertising, promotion and base-wide ad delivery. Visual merchandising (one of my favorite departments I worked with) relates to my course of study because appealing visual connections contribute greatly to the overall image of a store/business. The weekly published report “The Marketer” was very neat to keep up with on the AAFES website, something I would be interested in being a part of in the future.

19. Thank You!

20. Questions?