Instruction to Use Calendar

Purpose
 To facilitate understanding about Company products and Processes during Induction
 To enhance the understanding of sales person during Morning Meetings
 To provide with a structure and process for learning enhancement within the Store environment.
 To utilize Morning Meeting Platform as a Learning & Development Opportunity.

Objective& Scope
Induction to New Employees

 Store Manager has to complete Induction using this calendar within 10 days after the joining.
 Once Induction process is over, Assessment test needs to be taken (Hard Copy attached). The
same can be Xeroxed for use each time you need to assess a new joinee.
 Assessment Copy to be sent to HQ Store every month.
 Information needs to be sent to Regional HR by DM Concerned via mail on Monthly basis.

Use during Morning Meetings

 One Page needs to be covered daily at the time of Morning Meeting

 “Day of the month” will correspond to the” Day” written on the calendar.
 The exercise needs to be repeated each Month (i.e. every page will be covered once in a month
and 12 times a year).
 Morning Meetings

Objective
 To build Team spirit- Facilitating the team to spend few minutes focusing together.
 To swap ideas, to jump on to opportunities, and to share responsibilities equally.
 To set down plans, reviews those plans and keep everyone up to date with what’s going on and what’s
expected of them.

Some of the items worth covering in a team meeting include:

 Customer Service Issues
 Review Previous Day Performance
 Distribute estimates for today
 Targets, UPT , conversion & Performance
 New products Arrivals ( discuss features/ Technology)
 Forth coming Festivals, EOSS, Other Events
 Promotional Activities
 Review Competitors Activity
 Important Visits
 Introduce new employees
 Celebrate Success
 Recognitions
 Share Ideas, Invite Suggestions

Basic Rules to Follow:

 Review yesterday’s performance and plan for today

 Conduct team morning meetings regularly
 Record meeting discussions details in your meeting record book
 Encourage your team members to speak up an participate actively
 Train some of your team members to do meetings in absence of your’s
 Day -1
Bata History

 Footwear retailer & manufacturer for over 120 years

 Established at Zlin, Czechoslovakia in 1894

 Bata Shoe company, Canada in 1936 (Batawa)

 Moved to Toronto, Canada in 1964

 Relocated to Lausanne, Switzerland – 2004

 Group Chairman (BSO)- Mr.Christofer Kark

"At Bata, we see a sale as the beginning of a relationship”

- Thomas G Bata

Bata Shoe Organization Bata India Limited

 5000+ stores in over 60 countries  1400+ retail stores (EBO)

 25 production units in 20 countries  Non-retail distribution through 30,000

dealers
 Receive more than 1 Million consumers
per day  Operates 5 production units

 18 in-house brands  Bata Nagar- Kolkata

 Bataganj, Patna
 Employs more than 50,000 people  Faridabad, Haryana
 Owns world’s only shoe museum in  Bata Shatak, Hosur

Canada
 Sells over 50 Million pairs

 Serves 120 thousand consumers per day

 Part of Bata Shoe Organization (BSO)

 Day - 2

Bata – VISION, MISSION & VALUES

OUR VISION:
To make great shoes accessible to everyone!

OUR MISSION:

• We help people to look and feel good ...by continuously focusing on product quality,
innovation and value.

• We become the customers' destination of choice …by offering a personal shopping experience
to create long-standing customer relationships.

• We attract and retain the best people …by showing great leadership, a passion for high
standards, our respect for diversity and a commitment to create exceptional opportunities for
professional growth.

• We remain the most respected footwear company …by being socially responsible and ethical
in everything we do and a credit to every community in which we operate.

OUR VALUES:
Our products have to make our customers look good and feel great. We become our customers' choice
by offering a personal shopping experience to create long standing customer relationships. Therefore,
at Bata the below three values are integral parts of our way of working:

Serve with
Passion

Improving
Be Bold
Lives

Exceed
Customer Count on ME
Expectations
 Day -3

Human Foot
 Human body: 206; Each Feet: 26

 25% of bones in feet

 33 joints; 150+ ligaments; 2,50,000+ sweat Glands

 Day -4

Seven basic styles

SLIP ON/MOCASSIN
 Slip-ons are typically low, lace-less shoes.
 Foot slips into it.
 The style most commonly seen, known as a loafer ,
has a moccasin construction.

SANDAL
 Open footwear for outdoor activities.
 Specially designed for summers
 Perfect fitted footwear

BOOT
 It is the name given to footwear which has a quarter
height more than the height of the ankle.
 This may be of any type and construction.
 The quarter height touching the calf is termed as long
boot or calf boot.
MONK STRAP
 The basic construction of the shoe is like Derby shoe.
 Instead of eyelets in the quarters, the quarter of the
shoe is designed with a bar-buckle.
 There are also two bar/three bar shoes indicating the
number of straps.
MULE
 The mule derives its name from the early Sumerians
one of the two divisions of Babylon.
 The word mule means ‘Indoor’.
 It is with no counter and quarter.
 This is held on the foot by the forepart only.
Court/Pump
 High heeled
 Continuous unbreakable top line,dress shoes.

Oxford  An Oxford Shoe is a lace up shoe where the eyelets

facing are stitched underneath the vamp (Front
section of the shoe).
 The newest of all shoes styles, first introduced in 1640
in England.
 This style of the shoe is sometimes called a close
front as well OXFORD = VAMP / QUARTER
 Day - 5

Components

 Vamp
 Quarter
 Tongue
 Counter
 Heel
 Outsole

Derby Lock Oxford Lock

Closed Lacing ( OXFORD)

 No Flaps, One oxford lock at the middle of facing
 Quarters & Facing are secured under Vamps
 Less Flexible Fit but more formal.

Open Lacing (DERBY)

 Quarters are sewn on top of the Vamp
 Facing can Flap open to the tongue.
 More flexible ft but slightly less formal.
 Ability to give more room inside the shoe
 Two Derby Locks at the sides of quarters
 Day -6

OXFORD and DERBY Shoe

Toe Styles
 Day - 7

Variations in Brogues
The Brogue is a style of low-heeled shoe that is traditionally characterised by multiple-
piece, sturdy leather uppers with decorative perforations (or "broguing") and serration
along the pieces' visible.

Types of Brogue

Long Wing Brogue

Long wing shape till Counter

Full Brogue Semi Brogue Quarter Brogue

Full Brogue (Wind Tip) Perforated Toe Cap.
No perforations on the
No wings. toe cap

Broguing can either be in Oxford Style or in Derby

Style

Derby Broguing Oxford Broguing

 Day - 8

Boots &It’s Variations

Heel Shape Name Description

Chelsea Boots Tight-fitting, ankle-high with elastic gusset on sides

Jodhpur Boots Ankle boot designed as a riding boot with a rounded toe
and a low heel. Fastened with a strap and buckle

Dress Boots Short leather boots worn by men, with uppers covering
the ankle

Chukkas Ankle-length boots with two or three pairs of eyelets for

lacing

Desert Boots Ankle boots made of soft suede; Casual; Soft crepe soles

 Waterproof and made from rubber or polyvinyl

Gum Boots/ chloride (PVC)
Wellington boots  They are usually worn when walking on wet or
muddy ground
 Day - 9

Variation in Loafers

Penny Loafer: Kiltie:

A slip on shoe which has a Fringed piece of material
Broad strap across the vamp overlaying the top of the vamp

Tassel: Bit:
Decorative leather cord wrapped Thin metal decoration called bit
in leather fringe at each end over the instep

Boat Shoes: Venetian:

Mainly casual & worn with Noornamenta-tion across the
sportier ensembles vamp, plug or panel of the shoe

How Loafers are used today

Loafers have been unique since they were brought from the farms to offices

Worn by men and woman, young and old these shoes have become a staple in the
society of many cultures. Loved by lawyers and grandpa’s this versatile shoe can be
worn on a relaxing Sunday afternoon or a hectic Monday morning business meeting.

The loafer has changed colours, material, heights and weight over the years but has
never lost its popularity.
 Day - 10

Woman’s Shoe Anatomy

Components

 Upper

Toe Box + Vamp

(Throat)

Counter

 Top Line

 Heel

 Outsole

 Top lift

Style Variation
Heel Name Description
Shape
Court Shoes {Pumps} High heeled; Slip on dress shoes

Mary Janes Flat, round-toed shoes with a strap across the instep

Peep toes Shoe or sandals with a small cutout in the front to reveal
the toes

Mules Shoes or Sandals with no fitting around the heel (backless)

Sling Backs: Shoes secured by a strap behind the heel (not top of foot)

Ankle Straps: Shoe/ Sandal with strap attached to back of the shoe,
across ankle

Ballet flats {Ballerina}: Shoes with a very low heel and short vamp, exposing instep
 Day -11

Style Variation
Heel Name Description
Shape
Stilettos Long thin heel (can go up to 7 inches) that looks like a stiletto knife

Kitten Heels Short slender heels (from 1 inch to 2 inches) that tapers at the bottom and
widens at the top

Wedge Heels Heel constructed of one triangular piece of material that extends from the
front of the shoe to the back

Chunky Heels A solid thick heel, sometimes stacked

Block Heels A wide heel, sometimes stacked

Cone Heels Resembling an ice cream cone, this type of heels wide at the top and
tapering to the bottom

Spool Heels Heel that is wide at the top and bottom and narrow in the middle.

Platform Heels Thick soles at least four inches in height. They are often made of cork,
plastic, rubber, or wood.
 Day - 12

Raw Material for Shoe Manufacturing

Leather- Natural leather is durable, comfortable, supportive, and breathable. It is form fitting and will stretch over
time. Its grainy appearance and the rough edges left where it has been cut identify natural leather.

Synthetic leather is less durable, stronger and lighter in weight then natural leather. It does not stretch over time.
Synthetic leather is identified by its consistent grain pattern and the sharp, clean edge that is left where it has been
cut.

Division of Upper Leather

The Bend
The Shoulder
 Best quality
 Most wear resistant  Used for making
 Used for vamp tongues

The Butt
The Belly
 Not very good quality
 The poorest
 Used for lining
quality of hide

Head & Feet generally not

used
 The worst part of
Hide and generally not used

Division of Lower Leather

The Bend The Belly

 Good quality leather  Of lower quality

 Most wear resistant  Used for making
area insoles, fillers etc
 Best leather for soles

The Shoulder

 The poorest quality of

hide
 Used for making
insoles counters etc
 Day - 13

Raw Material for Shoe Manufacturing

Full- Grain Leather

 Refers to the upper section of a hide that contains the outer

skin layer.

 The grain remains in its natural state which will allow the
best fibre strength, resulting in greater durability.

 The natural grain also has natural breath ability, resulting in

greater comfort for clothing.

Corrected-Grain Leather

 Top-Grain leather that has had its surfaces sanded, buffed or snuffed in
order to remove any imperfection on the surface due to insect bites,
healed scars or brands.
 The hides used to create corrected leather are hides of inferior quality &
Imperfections are corrected.
 Most corrected-grain leather is used to make pigmented leather, solid
pigment helps hide the corrections or imperfections.

Split Leather

Split leather is leather created from the fibrous part of the hide
after the Top-Grain of the raw separated.Split leather can be made
into :

Suede/ Nubuck

 Suede leather is made from the underside of the skin by buffing the
flesh side.
 The short fibers raised to give velvet like texture
 Day - 14

Key Selling points of Leather Shoe

•Fibrous structure permits steady movement of air and water vapour. .

•The perspiration given off by our feet is absorbed by the leather and is
Breathability evaporated through its invisible pores.
•soft and supple shoe uppers permit the feet to move freely and expand
normally.

• Leather is a mark of quality of value .

Quality •Customer resistance is lessened, especially when some of leather’s features
are pointed out.

•Leather is the ideal material for maximum comfort because of its suppleness
and breathability.
Comfort • Leather is made from hide or skin, the original foot- covering designed by
nature.

•Leather is moisture absorbent, the foot feel comfortably dry and clean,
Foot Hygiene •Resist the accumulation of foot odours.

• Leather’s natural breathability makes it an ideal insulation - cool in summer,

Insulation comfortably warm in winter.
• Ensures foot comfort.

•Leather’s unique fibre structure gives in built stretch to it and has built in
prevention to over stretch
Holds its shape •It holds its shape well with wear
• IT gives it excellent fitting qualities.
 Day -15
Man Made Material
Polyurethane (“PU”) materials

 Cotton or polyester/cotton base fabric with thin coating of polyurethane on the fabric base.
o Coated Fabric
o Poromeric ( Breathable on polyester base)

Properties of PU materials:
 Good imitation (copy) of softer leather
 Soft and light weight
 Comfortable to wear
 Less durable than leather and they are prone to abrasion damage and snagging

Poly Vinyl Chloride (“PVC”) material

 Made of a woven, knitted or non-woven base with a layer of plasticized Poly Vinyl Chloride on the fabric
base.

Properties of PVC materials:

 Little ‘give’ to the foot

 Impermeable to water vapour
 Good abrasion resistance
 Easy to clean
 Inexpensive

Fabric

Include a wide variety of Natural and man-made fibre such as cotton, wool or nylon.

 Woven
 Woven and raised or “brushed”
 Woven pile
 Knitted
 Flocked
 Mesh

Properties of fabric
* Innovative and technical *Low cost *Durable
* Provide soft surface and long wear *Wick moisture and reduce heat
 Day -16
Type of Outsoles

Outsoles

Leather Rubber Synthetic

PVC PU TPR Eva

Leather Rubber PU
•Larger or thicker skin •Comes naturally and •Solid form – rigid
are used for bottom synthetic (SBR) •Cellular form – flexible
•Properties of leather: •Vulcanized or cured •Properties of PU:
•Poor friction / slippery •Microcellular
•Light in weight
•Expensive •Crepe rubber
•Flexible and resilient
•Less durable than •Resin Rubber
•Good ground
other materials insulation
•Properties of rubber:
•Best durable cellular
•Hard wearing sole
•Flexible
•Slip resistance
•Waterproof
•Hydrolysis is the main
•Easier to produce and concern with PU Sole
less expensive than
( When we put PU
leather sole.
Soles for more a few
months without
usage, It starts
breaking)
 Day -17

Type of Outsoles
PVC: Poly Venyl Chloride
• Cemented as moulded unit
• Direct injected to upper (D.I.P.)
• Properties of PVC:
•Hard wearing
•Flexible
•Soft (blown)
•Cheaper Doling Option

TPR: Thermo Plastic Rubber

•Pellet injected
•Properties of TPR:
• Strength of plastic and flexibility of rubber
•Looks and feel rubbery
•Lighter than Vulcanized rubber
•Good traction, Non Sliperry
•Excellent cold track resistance

EVA: ETHYLENE VINYL ACETATE

•EVA can be use in outsole with several methods :
•Expanded sheet form
•Pellets (injected )
•Properties of EVA:
•Light and durable
•Flexible and resilient
•Good ground insulation
•Commonly used as mid-sole in joggers or as sole for light-weight casuals shoes or
sandals
•Derivatives of EVA- Cut Eva, Phylon & Phylite

•Phylon: Blown up EVA, Light weight , mainly used as mid sole in Sports shoes
•Phylite: A mix of EVA and Rubber- The sole is resilient, flexible and light weight
.
 Day -18
FAB Matrix
 Establishing value and increasing the desire of ownership is accomplished through the “Feature- Advantage- Benefit
method.
 People don’t buy what the shoes have; they buy what the shoes will do for them.
 Do not confuse customers by using difficult word while giving demonstration
 These PROVEN wordsare FREE for you to use.-
 You’ll be communicating with words peole LOVE to hear .And , when YOU do , you will make an important
DISCOVERY. You will be making more MONEY, SAVE more time

Features Vs Benefits

Features Benefits
Uppers : Leather, Textile, Synthetic, Look, style, colour, coordination, comfort, breathability, light
Nubuck wait, warmth, water repellent, durability, Ease of Maintenance
Outsoles Comfort, flexibility, Durability
Midsoles Shock Absorption
Insoles Comfort, Support, Health & Hygiene
Collar Ankle, Support, Comfort
Reinforcement Materials Durability
Flex grooves & other technology of Shock absorption, Stability during athletics, reduced chance of
athletic footwear injury, on-going comfort & health.

General Footwear Benefits

 Style, Status, Success,

o Appropriate to season,
o Appropriate for event,
o Appropriate for person’s image,
o Appropriate for existing wardrobe,

 Functional for work, sports or social situations,

 Matches durability needs, Budget limitations,
 offers value
 Shoe Care Matrix Day -19

Shoes are not for free. If you have nice pair(S) of shoes , you should be investing in little things that can enhance
their lafe span .Shoe care helps you:

 Enhance life of shoes by preventing wrinkle and cracks

 Prevents bad odour and ensures foot hygiene
 Removes dust, dirt and strain
 Maintains shine, colour and texture for long time
 Maintain look, feel and shape of all types of shoes
Freshnes Accessorie
Leather type/Use Cleaning Care Protect Shine
s s

Leather
Wax
Shoe
Deo Applicator
Gel Cleaner
Smooth Leather Protect & Brush
Care

Smooth Leather
Leather
Clean & Clear Creme

Liquid Shine/
Polish

Smooth Leather/ Shoe

Synthetic/ Textile Creme

Instant Shine

Suede
Suede/ Nubuck Care
Suede
Brush
NA

Textile/ Fabric/
Sports/ Canavas
Cleaning Applicator
Shampoo Brush
 Denomination Key Day -20

Denomination Key
• A numerical code consisting of 7 numbers , each of which has significance
in description of shoe.
Uses
• To help sales personnel visualize the shoe and it’s basic characteristics in
order to give customer good and fast service.

To provide a simple identification system for the purpose of

• Stock keeping
• Stock Taking
• Stock Tracing

N0 Group TYPE Basic upper Basic Mutation Design Design

Material Color No No
0 Infant Boots All Other Multi-color Will It is simply the
1 Child Dress Man-made White Change number allocated
On to the shoe when it
2 Child Derby Plastic Grey
Alteration goes into the
3 Child Oxford Suede / Nubuk Light Tan Or collection
Addition
4 Youth Monk Smooth leather Dark Tan

5 Ladies F/Heel Casual Printed Leather Red

6 Ladies M/Heel Sandal Leather all other Black

7 Ladies H/Heel Chappal Rubber Green

8 Men Canvas Patent Beige/Yellow
9 Non F.W Rain/P Textile Blue
 Day -21
Display Action points:
Good Display Sells

The merchandise should be seen and preferably the

customer should be able to touch the displayed
merchandise

Cleanliness is one of the most important points in

achieving success in display of any kind. Plate Glass
needs to be washed. Floor, Sides, ceiling and all
fittings needs to be in perfect order.

The displays are checked for dust and are put in order
every day.

Decide in advance that what kinds of shoes you will

display and where.

The Advertisement material needs to be in perfect

condition and should be tastefully used.

The lightning installation, reflectors, bulbs/tubes

should be clean and in working order.

Clean lace, polish and prepare shoes and other

merchandise for display to perfection.

Prepare advertising material such as price tickets, eye catcher and point of sale material needed for display.
Remove any old material displayed in show- windows or store.
 Day -22
Good Customer Service
Customers grade your store on: Appearance, Atmosphere, Performance

Outside the store

 Clean and inviting

 Parking Lot
 Signage and Lighting
 Window Displays
 Neat and well maintained Entrance and exits

Entering the store

 The Customer is greeted or acknowledged

 Store looks neat and clean
 Entrance aisle is open and leads you in.
 Layout is easy to understand and navigate.
 Signage is helpful in navigating the customers thru the store
 Sales promoters are helpful

inside the Store

 Customer is greeted and helped

 Each section is organized, neat and clean
 Aisles are open
 Merchandise is stocked and displayed well.
 Signage and lighting are helpful.
 Personnel are available, friendly, and helpful.
 They know the product they sell.

At the customer service or billing counter

 Customer is acknowledged and helped as quickly as possible.
 Sales staffs are friendly, listen well, and address problems satisfactorily.
 Billing counter is organized, neat and clean

Leaving the store

 Customer is thanked and invited back

 Customer leaves with a positive impression of the store and the service provided

“Service is a feeling so make your customer feel good”

 Day -23

Bata 5 Steps
 To be excellent in customer service exceeding our customer’s expectations in the service that we
offer
 To achieve our goals in terms of PAIRS and TURNOVER

 Warm Welcome &  Question 1 must be open-

Polite Greeting ended questions to encourage
conversation and to approach
Step 1  Introduce yourself customer.
Greeting  Question 2 must be a business
related question to help you
 Helps establish a connect determine the customer’s
with the Customer needs.
 “PROBING” the customer’s
needs, wants and desire-
Design, style, color, loo etc

 Seat the Customer

 Return with three articles (1+2 alternative proposals)
Show…
 One that matches the customer’s needs/request
 One that matches the customer’s needs but has
added benefits
 One that is an appropriate best seller or slow mover
 Give D.E.M.O.
Key Statistic Increase- Average Sale & UPT

Establishing Value and Thanks customer for

Creating the their interest in your
Desire.Closing means: store and for their
always connect purchase
customer needs with
advantages coming from  Re-invite: Thanks for coming to our
store, I hope we can help you again
product characteristics
 Customer needs: comfort shoe soon
 Product proposal: Bata Comfit  ( or use options)
 Product characteristics: in-sole with a soft  Reassure them praise them as the
pad (technical reason) purchase was a good choice
 Advantage: the soft pad  Thanks and re-invite potential future
allow“massage”of the foot when walking customers, Non buying customers and
Customer companions
 Key Statistic Increase- Item/Pair Sale 
 Key Statistic Increase- Item/Pair Sale


 Day -24
Happy Customer
 Women buy the  Fashion
Most  Calendar
 Comfort  Wardrobe
 Calendar
 Women enjoy shopping the most, try more options, make more visits, and
take more time and BUY THE MOST.
 Fashion is the main buying motive.
 Fashion style is related to other Wardrobe factors. Ask what she is
matching or what look she is creating.
 Working woman buy for comfort, especially for footwear.
 Purchases are often related to the season and social calendar. Ask about
event she has in mind. FASHION
What they seek in footwear?

 Comfort  Fashion
 Quality  Convenience
 Value

 Older Men stresses long term durability. Try Fashion angle with Younger Men.
 Some appreciate a suggestion to take care of multiple pairs including belts,
socks, shoe care etc.

STYLE Happy Children

 Sell Parents  Measure Feet  Discuss Foot Growth

 Children are usually interested in style, novelty and what older children are wearing.
 Always measure fast growing feet.

Use Facts
 Feet Grows about 13 mm in first three years.
TRENDY
 They grow another 10 mm in each of another dozen year.
 About 55% of children are wearing shoes that are too small: 14% are at risk of serious, irreversible foot
injury.
 Incorrectly fitted footwear is the cause of 95% of all foot injuries & deformities.
 Oversized footwear can cause walking abnormalities.
 UPT Day - 25

About Unit per Transaction

 It is a measure of the number of items sell in each cash memo / ticket
 Mostly It is in decimal Number And greater than 1
 Example
o UPT 1.3 means selling 2 pieces to every 3rd customers ( 2/3=1.3)
o UPT 1.5 means selling 3 pieces to every 2nd customers( 3/2=1.5)

 A higher UPT means a higher shop turnover as customers are buying more than one pair of shoes or
shoes + accessories during each visit.

How to Increase UPT

 Training: Train sales staff on features & benefits of the products so that they are able to cross-sell
 Add-on products: Training helps sales staff to understand the importance & ways of increasing UPT &
helps them to customize their Sales Pitch as per the customer.
 For example, add-on product to be offered to Scholl Customer is different from the
add-on product to be offered to HP Customer.
 Visual Merchandising: Cross Merchandising in store helps the sales staff to be able to sell more to the
customer.
 Use of VM Elements like Diversity Stands, NFT Bins helps in Impulse buying.
 Diversity: Diversity helps in offering a wider portfolio of product from Socks to Belt to Sunglasses.
 Competition: Weekend competitions between Sales staff also results in better UPT
 Measure & Monitor: Most important step in increasing UPT is to measure & monitor UPT on Daily /
Weekly Basis in the store by our Retail staff as is readily available in our POS.
 Day - 26

Claim & Exchange

Claim Management
 A Customer who claims is someone who is not satisfied, is allowed to claim, Trust us, Is waiting for
an answer, wants to keep in touch with us.

 Customers’ Claim Usually fall into 2 categories:

o Merchandise
 Has manufacturing defects
 Unworn, wants to change size or color

o Service
 Inadequate product knowledge
 Adopt defensive attitude
 Did not keep to promises
 Ignore the complaints

 Customer Complaint can be handled with Knowledge, Experience and Service.

o WELCOME the customer with a smile.
o If possible, try to LISTEN claims problems away from other people.
o Offer Solution

Exchange Policy
 Exchange Policy
 No claim/No exchange for Incidental
• Exchange within 15 days of purchase
Damages
• Article needs to be unused
• Original packing • Sole burnt due to direct heat
• Exchange at Any Bata store • Sole broken or upper material cut
• Need to carry the cash memo due to sharp object.
 Claim Policy • Damage due to contact with strong
• Mfg defect-Visit any Bata store chemical.
• 100% Replacement for major mfg defects • Exposure to water
• Within 60 days of purchase. • Store unused for > 2 months
• Shoe have to be appropriately used.
• Minor defects considered for repairs first
• Need to carry the cash memo
 Day - 27

Passion to Serve
‘Passion to serve
is a customer centric program wherein professionally trained Sales
Promoters serve our valued customers with passion to create a “WOW” Experience

PROGRAM GOALS
 Sell To New Customers
 Sell more in Each Transaction
 Retain Existing Customer

Role

Job Profile *Learn about product & * Customer Service *Customer Service Champion
company Business. ensuring BATA 5 Steps *Product Knowledge Champion
* Customer Service *Knowledge about * Achieves Sales, NFT and UPT
ensuring BATA 5 Steps Products Targets
* Achieves Sales, NFT and * Achieves Sales, NFT and *Inventory Mgt- Stocks Receive
UPT Targets UPT Targets & Dispatch
*Store Upkeep & Display *POS Report Generation *Claims Management
Mgt. *Category/ Store Upkeep *POS Operations & Report
*Buddy New Hirees Generation
*Morning Meetings & Team
Management
*Mentor for Style Trainees &
Associates.

Duration for Next

Level *12 months *12-36 months *36- 60 months

My Next Level Style Associate Style Specialist Asst. Store Manager/ Store
Manager
Salary As per state As per state Law + 2000/-P.M
As per state Law
Law +1000/- P.M incentive incentive
Rewards & *Well Done Card *Wall of Fame
Recognition *Store- Employee of the North *District Topper- Champion of the Month

*Salary & Rewards are subject to achieving desired results, Learning & Performance Goals at each level consistently.
 Day - 28

Do’s & Dont’s

Do’s
 Respect for Organisation
 Acquire knowledge about company , Product
 Greet Every customer at the entry and exit
 Attend your customer with enthusiasm
 Practice honesty & Integrity at work place
 Practice Punctuality at work place
 Maintain Personal Hygiene
 Keep store neat & Clean condition all time
 Maintaining Formal behaviour on the floor
 Product Specific Knowledge
 Maintaining VM Standards
 Attend Team Meetings
 Follow SOPs
 Follow store Managers instructions and keep him updated
 Update manual Billings on same day

Don’ts
 No entry at store with Slippers/ Chappals and Uniform
 Don’t attend phones while at sales floor
 No manual billings to be reversed without approval
 No loose pairs and cartons to be kept on shop floor
 No bill cancellation without approval
 Avoid arguments with customer
 Argue with customer at any cost
 No groups on floor and cash counters
 Avoid using floor chairs
 Dont sleep at stock room
 Do not speak ill about company, it’s policies, product and officials
 Day - 29

Good Grooming
 Uniform: Neat and Pressed
 Shoes: Lace shoe, Brown or black dress, match with trouser,
polished
 Socks and Belt: Matching colour, socks washed daily
 Hair - Short on the sides, not falling on eyebrow, neatly
combed with / without parting, No facial hairs , shave daily, if
beard –properly trimmed
 Teeth – Clean, no tobacco, gutakha. Brush teeth twice,rinse
well every time you eat for fresh breath. Day - 31
 Body Odour -. Use deo and perfumes to avoid body odour.
Minimal cologne or perfume
 Hands – Wash hands thoroughly with soap & water before
coming in selling area
 Nails – short, Buffed and clean
 Accessories: Limit to Max 3, Watch, ring and Handkerchief.
Dress watch, No piercing, no tattoo

 Dress: Uniform, Neat and Pressed, No tight clothing

 Shoes: Low heel , dress brown or black dress, match with
trouser, polished,
 Socks and Belt: Matching colour, socks washed daily
 Hair – Tie properly , pull back from face, No artificial
colour, neat appearance with neatly combed ,
 Teeth – Well brushed teeth and fresh Breath.
 Body Odour -. Minimal cologne or perfume
 Hands – Wash hands thoroughly with soap & water before
coming in selling area
 Make Up-Minimal, what goes with uniform
 Nails – Buffed and clean, No nail tattoo
 Lip stick-Light colour, natural,
 Jewellery: should be in good taste, only ear piercing
 Accessories: Limit to Max 3, Watch, ring and Handkerchief.
Dress watch, no tattoo
 Day - 30
Power Words
Easy to Value For Limited
Worry Free New Design
Maintain Money Edition

Prevents
Hygenic Excellent Multipurpose Trendy
foot Odour

Satisfaction Extra
Hot Selling Fashionable Stylish
Gurranted Comfort

Classic Youthful look Colourful Exclusive Perfect Fit

Excellent
Traditional Compare Genuine Longlasting
Choice
.
These PROVEN words are FREE for you to use. You’ll be communicating with words people LOVE to hear.
And, when YOU do, you’ll make an important DISCOVERY. You’ll be making more MONEY, SAVE more time,
and even improve your HEALTH. They’ll GUARANTEE you NEW RESULTS by helping you to be EASY to buy
from.

Service Attitude
 Knowledge+ Skill+ Attitude = Passion
 To display the attitudes and behaviours our customers expect from us.
 Service needs to be Intangible, Inseparable, variable, Perishable and Non
Ownership based.
 To provide a service or product in the way it has been promised
 It is about treating customers with respect, individuality, and personal attention
 BATA people are expected to provide:
o Friendly & Knowledgeable Service
o Respect to Customers
o Empathy- They want their feelings & Emotions to be recognised
o Courtesy - To recognise them as customers & Someone important for BATA
 Day - 31

Interesting Facts
Facts about BATA

 Bata 99 pricing- Mr Tomas Bata, the founder was a 9th generation shoe maker and he wanted to be
the king of shoe makers, this explains the logic of no 9 in Bata pricing.
 BATA is amongst top 10 selling brands in Men’s Category at Global Level
 Nearly 1 Mn customers are served by BATA on daily basis.

Facts about Shoe

 Evening is the good time to buy Shoe

 You cannot judge the fit of shoe while sitting down. You need to walk to check the comfort.
 You need 1 inch room between your longest toe and the end of shoe for a good fit.
 Never buy tight shoe anticipating that they will stretch over time.
 Shoe Weight is important. The lighter the shoe, lesser will be the foot load and more lesser will be the
walking energy expenditure.
 The weight of shoes increases twofold when walking, six times when running.

Facts about Feet

 It is necessary to measure both feet measured when you buy new shoes. .
 The skin on your feet is 20 times thicker than the rest of your skin..
 Feet produce ½ cup of sweat per day through the 250,000 sweat glands they contain.
 Slim people’s feet get longer during the day, bigger people’s feet get wider.
 The feet size changes by as much as 10 % during the day, that is the equivalent of one shoe size
 Children’s feet grow continually and must be measured every three months; Girls’ feet grow until 14 years of
age, boys’ until 16 years of age
 There are three types of feet – distinguished by the shape and size of toes
o Egyptian foot – the 2nd toe is shorter than the big toe – 70% of population
o Greek foot – the 2nd toe is longer than the big toe – 20% of population
o Square foot – all toes same length – 10 % of population
 An average person takes about 10,000 steps a day, walks about 3,200 km per year and walks a distance
corresponding to going around the globe for four and half times during their life
 No two people have the same feet, not even the opposite feet of the same person are identical. Each person’s
footprints are individual and remain the same for their entire life.
 Foot contains 26 bones, 33 joints, more than 100 tendons, muscles, and ligaments, and a whopping 250,000
sweat glands.
 About three quarters of people wear the wrong sized shoes.People stick to the size they were measured for
when young and fail to realise that their feet change shape
 Walking is the best exercise for your feet. It improves circulation and weight control.
 Women suffer from four times as many foot problems as men mainly due of their choice of footwear
The largest feet in the world belong to a Mr Matthew McGrory whose feet are a whopping size 28!