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Workshop Knowledge Guru The Knowledge Guru is a fantastic resource for providing comprehensive information to employees about bikes, how they work and how this knowledge relates to sales. The Knowledge Gurus are appointed as trained coaches and will assess whether a staff member passes the course and no longer needs one on one support. Expectations: • Every staff member must complete the 20 modules, Team Leaders can make exceptions for team members who have adequate knowledge • New staff members must be certified in the first 7 modules within their first 3 months • Team Leaders keep a record of their team’s progress • Team Leaders can book in more sessions if they feel more coaching is needed

Warranty A product that is deemed faulty by a supplier Expectations: • Every shop has a warranty folder divided into 2 areas 1. Incomplete warranties 2. Warranty forms for each supplier/completed warranties • A case can only be deemed as a ‘Warranty’ by a Supplier, 99 Bikes can investigate the case until then • General Rule: goods should not be given out in exchange for a “faulty product” without a supplier deeming it as a warranty Process: • Advise customer that this will be investigated ASAP, can take up to 2 weeks to get a response • Fill in orange warranty form and attach bottom of form to the item • Call supplier and inform them of story and update form until an outcome is reached • ‘Goods Out Board’ must be filled out for any goods that must be sent back to the supplier • Call customer to regularly inform of progress and update orange form accordingly • If we receive a credit note from supplier, sell another item to the shop floor to give to the customer

OH&S (occupational health & safety) Expectations: • Every novice must be shown/trained around potential hazards in the workplace. • Every person must sign the register to acknowledge that they have been trained • This must happen during their first week • No one can use any tools in the workshop until the register is signed

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99 Bikes Brand Guide  

99 Bikes Brand Guide

99 Bikes Brand Guide  

99 Bikes Brand Guide

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