3. Benefits
Aim to reward every kind of shopper!
eWallet Rewards
Points
Community Rewards
Digital Coupons
Power of 10
One Day Sale – Fantastic Friday
Online Account
Employee Only Benefits
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4. AllAccessPoints
$1 = 1 All Access Point
When 500 points are
accumulated in a calendar
quarter, customers will receive
a $5 All Access Reward
Provides small trip shoppers as
well as large trip shoppers
incentive to use card on every
transaction
All Access points not totaling
500 will expire at the end of the
quarter.
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5. eWalletRewards
An All Access Reward balance on the eWallet brings
customers back to our stores.
.30 cents of every dollar rewarded through the
eWallet goes back to the company
Special savings and digital coupons can be loaded
directly to the eWallet
All Access members can save up eWallet Rewards to
spend on holidays, special occasions or when they
need extra cash most!
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6. CommunityRewards
Giving 1% back
Customers can designate one (1) local charity to receive a
1% donation of their qualifying purchases
Encourages community minded customers to use
their All Access Card
Empowers organizations to get supporters to sign-
up
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7. Store and manufacturer
coupons available
Coupons loaded to card
via customer’s online
account
Redemption happens
automatically in the lane
Cashier enforced no
paper/digital coupon
doubling
DigitalCoupons
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8. PowerofTen
Customer’s rewarded for repeat purchase of
selected items
Buy 10 times get the 11th free
All Access Rewards card keep track for you
Item selection
Vendor driven
Can change up to 4 times/year
Quarterly cycles
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14. Quick Enroll-InLaneActivation
Enroll a member at the POS with only a phone number
In Lane Activation must be done as a separate transaction
Once the menu refreshes click on the QUICK ENROLL tab.
Once the menu refreshes click on the
QUICK ENROLL tab.
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On the main menu, click MORE
until you get to the ACCELITEC tab.
15. Quick Enroll-InLaneActivation
Enter the customers phone number including area
code and press enter.
You will be prompted to Scan
Tag. At this time you will
scan the barcode on the back
of the card.
You will see a dialog box appear with a
“Enrollment Successful”. Press enter and you
will be at the start of the next transaction. 15
16. Quick Enroll-InLaneActivation
Majority of sign-ups
Customers must finalize
sign-up
Online:
Shopsmartfoods.com
Gorays.com
Myckm.com
In store: registration card
to service counter
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20. In-LaneExperience–ScanningaCard
The customer’s card can be scanned at any time during
the order
Select the ALL ACCESS key on the main menu.
A dialog box will appear directing you to scan member card.
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21. In-LaneExperience–ScanningaCard
The customer name and wallet balance will appear
in a box that automatically fades away allowing
you to start scanning items in the order.
At the end of the order you will
hit total and the digital wallet
tab will be available to select for
the use of any available in-store
credit.This is also when any
coupons or special discounts
come off the order.
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22. In-LaneExperience–PhoneNo.
You can use the phone number that is tied to the member’s account to identify the
customer in the lane if they do not have their ALL ACCESS card present. Once you select
the ALL ACCESS tab on the main screen you will press the “7” key and enter.
Once the menu refreshes click on the QUICK ENROLL tab.
An “Enter Phone #” box will appear and you will
ask the customer for the phone number tied to
their account. Enter the phone number including
area code into the box and press enter.
A dialog box will appear directing you to scan member card.
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23. In-LaneExperience–PhoneNo.
Ask the customer their name if you do not
know and select that customer to tie to the
order.
Once selected a dialog box will
appear asking you if the customer
you selected is the correct customer.
Simply follow the instructions.
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26. Whatifthere’saproblem?
Problem: I get the AI Offline Message
A: It’s okay to complete the transaction.The data is
being collected and will be transferred when the system
goes back online. Make sure to contact tech support
though.
Problem: The register is running too slow to
reasonable complete a timely transaction.
A: Contact our tech support
Problem: Our server crashed!
A: Contact our tech support right away
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27. Whatifthere’saproblem?
Problem: Customer’s card didn’t get scanned.
A: Make sure to get their phone number and receipt.
Relay the information to your Manager, Assistant
Manager or AllAccess Promoter.That staff member will
ensure the customer gets credit for that transaction via
Customer Manager
Problem: A discount or promotion didn’t apply
correctly.
A: Contact SaraTowne at sara.towne@ckmarket.com
or 541-412-0005
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29. FAQ
Q: Do I have to be an All Access Member?
A: No. All of our customers receive the same sale price
in our stores.You do not need to be a member to get the
sale price. However, if you choose to be a member, you
will receive benefits like no other grocery store will
provide.
Q: What if I lose my All Access Card?
A: No worries.You can have your local store assign a
new card to your existing account. In the meantime
continue to use your phone number tied to your account
to earn rewards.
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30. FAQ
Q: How will guests without computers register?
A: Registration can occur at Guest Services or via the
Call Center (541) 412-0005 if you do not have access to
the internet either at home, work or a public building
(library, coffee shop, etc.)
Q: Can family members have their own All Access
Card?
A:Yes. In fact adding dependents is something we can
easily do for any account.We can either assign
dependents their own card of they can use the phone
number associated with the account.
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31. FAQ
Q: Can I "cash out" my All Access Rewards eWallet balance?
A:Your All Access Rewards eWallet balance has no "cash" value, so it
cannot be "cashed-out".You can use your All Access Rewards eWallet
balance on any purchase in any C&K Market location.Use it when you
want, on the products you want in store.The exceptions from purchase
using your wallet balance are Lottery products, Money Orders,Western
Union,UPS and other items prohibited by law.
Q: Can I use a portion of my All AccessWallet credit?
A:Yes, you can use a portion of your wallet or the whole thing – you
decide when and how.
Q: Returns – will in-store returns continue to be handled at Guest
Services?
A: In-store will not change. Items can still be taken to the Guest Service
counter for individual attention.
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33. CustomerManager
Web Based
Enroll a New Member
Complete In-Lane Activation Enrollment
Adding Dependents
Customer Service Requests
Manage Employee Accounts
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Hello and welcome to the All Access Rewards online training.As an employee of C&K Market you are required to be knowledgeable about our customer rewards program All Access Rewards and to tell our customer about this exciting program.
What is All Access Rewards? Simply put it is our way of saying thank you to our customers and our communities. By rewarding customers for their loyalty to us we also give them a bit of motivation to keep shopping with us.
Through All Access Rewards we offer the customer several great benefits with the aim at rewarding every kind of shopper. Through out this training I’ll be going into detail about every benefit you see listed.(Please save your questions until the end)
All Access points is our baseline benefit. Customer’s who have signed up for the program earn 1 point for every dollar spent on qualifying items or departments. When a customer reaches 500 points they get a $5 ewallet reward. This is the number 1 reason customers will identify as a benefit of using the program. Asking for the customer All Access information every time reinforces the points they are earning while shopping.There are several items and departments that don’t qualify for any All Access Points – Services – Taxes – Fees – Lottery – Paying Bills – Postages – Money Order – Western Union – UPS – Pharmacy – Container Deposits – Security DepositsPoints do expire at the end of every calendar quarter. Which is March 31st; June 30th; September 30th and December 31st
The ewallet acts like a store gift card and answer the question “where should I shop”. Rewards balance never expire; customers can spend it on what they want and save it for how ever long they want. Customers can spend their ewallet with out their card, but cashiers need to verify the customer’s identity.Customers earn ewallet rewards by hitting their 500 point goal and through various special promotions, like our gift card promotion. Through out the year we rewards customers with 1500 points for every $100 they spend on third party gift cards. Please note that 30¢ of every dollar rewarded goes back to the company.
Our community rewards program makes it really easy for members to give back to their local community. Each All Access Rewards member can chose one community organization to support and we’ll donate 1% of their qualifying purchases to that selected organization. I want you all to understand we are not giving 1% of their money or their earned rewards to the organization. This benefit alone should sell the program to the customer. Who doesn’t want a strong community! I want to tell you about a new feature available in customer’s online accounts. Customer’s can now manage the selection of their community rewards organization in their online account. For customer’s who don’t want an online account we can still do that for them. If you want more details on this program please call or email the corporate office.
Each week we offer all our store coupons as digital “load to card” coupons. We also have dozens of digital manufacturer coupons available to the customer as an additional money saving benefit.These digital coupons are added to the card through a customer’s online account. This is a great reason to have customers sign up for an online account.A couple of key things to remember. Coupon discounts won’t be taken until the order has been totaled. Cashiers it’s up to not allow doubling up of digital and paper coupons.
Power of 10 is a fantastic vendor sponsored program we’ve been able to offer through All Access Rewards. With this program customers can earn FREE groceries for buying food staples and favorites that they buy already.Customer’s are rewarded for repeat purchases of selected items. How it work is a customer buys a selected item like a deli sandwich 10 times and they will earn the 11 one for FREE!We refresh the items quarterly based of vendor participation. Tracking happens automatically and can be seen on the bottom of the customer’s receipt or in their online account.Great opportunity to show the customer benefits they are earning.
Let me tell you about several sepcial promotions we are able to offer through All Access Rewards.Fantastic Fridays our HOT HOT HOT one day sales used to bring customers in the door. Our buyers procure special deals and we pass the savings on to customers.Home store sale – When a customer enrolls they select or are assigned a home store, usually the store they shop most frequently. We use this information to distribute store specific offers to customers. Sweepstakes – All Access members are given easy entry into any one of our sweepstakes. All they have to do is purchase the participating item and use the All Access card during that transaction.Our primary method of communicating any promotion to the customer is through email. It’s absolutely critical to capture customer email information. We do recognize there are customers who don’t use computers or email. That’s why we count on you to communicate program specials, point balances, etc. when the customer is in the store. Making sure to put up any marketing pieces and telling customers about our special offers is the key to success for these promotions.
An online account is a key way for the customer to access additional savings and keep track of their rewards progress. We’ve worked to integrate the customer’s All Access Rewards account with both the Ray’s and Shop Smart website. Customer’s only need one login to view our weekly ads, build a shopping list and manage their All Access account. The number one benefit to having an online account is our ability to deliver exclusive specials. Customer can also add store and manufacturer digital coupons; check their eWallet and points balance anytime; review past shopping transactions; add dependants; manage personal information; manage contact preferences; select their community rewards organization and see how much has been contributed.
Because of the importance of our loyalty program and benefits offered to the Employee it is critical new employees get introduced to and enrolled in the program on their first day.When an employee is enrolled they must have the employee role assigned; their employee number entered in the Crew # line and their email address in Customer Manager.Future employee benefits related to the shopping/spending at our stores will be delivered through the AAR program, so employee engagement is ciritcal.
Now that we’ve reviewed what All Access Rewards is and what benefits it offers let’s talk about how to get a customer signed up.
We have three main ways that customer can become enrolled in All Access Rewards. In the lane with quick enroll; at a store’s guest services or through the store’s website.
No 1 way to get a customer signed up.This is known as an anonymous enrollment. Anonymous users are restricted from spending any earned credits however they will still earn points and ewallet rewards as well as being able to redeem any electronic coupons they may earn.Let’s run through the steps. Quick enroll must be done as a separate transaction from the customer’s order. The only information you need from the customer is their phone number. Start by finding and selecting the Accelitec button in the tills main menu. Next choose the quick enroll button.
A dialog box will appear requesting the customer’s phone number. Enter the customers phone number including area code and press enter. You will be prompted to Scan Tag. At this time you will scan the barcode on the back of the card.Lastly a dialog box appear with a “Enrollment Successful”. Press enter and you will be at the start of the next transaction.
As I mentioned early customer’s will not be able to spend any earned ewallet rewards until their registration is completed by selecting the Terms of Agreement or TOFA. This can be accomplished through Customer Manager or by the customer completing their own registration online.Clarify:Quick enroll is only used if a customer does not already have an account. If a customer has an account and has just lost their card direct them to guest services or grab a new card, write down their phone number and have your Manager, Asst. Manager or All Access promoter to link the new card to their existing account.
Guest services should mainly be used to complete the quick enroll process and assist customers with account issues. However you can use this option to get a customer signed up for a new account. If you do not have a guest services counter, the managers computer is where their information should be entered. Only Managers, Assistant Managers and the All Access promoter has premissions to complete this task.The customer fills out the back and brings it to guest services. Customer can keep the card as the card number is referenced in the upper right corner. Unless the customer has first quick enrolled their card will not be active until it’s entered into customer manager. I’m going to repeat this point again just to make sure everyone gets this information:If the card has been activated by quick enroll the customer can use the card but will be unable to spend any the wallet rewards until the Terms or TOFA have been accepted. This can be accomplished through Customer Manager or by the customer completing their own registration online.Quick note: Customer’s who request a replacement card should be sent to guest services or to a member of the store management team to have a new card assigned to their existing account. Do not quick enroll them with a new card this not only creates a duplicate account it prevents the customer from accessing any of their earned rewards.
Like guest services the online registration option is another way for customers to complete their quick enroll. This option only works if the customer already has a card. The image you see here is the first screen in the online enrollment process. Customers are asked to enter their card number and phone number tied to that card. Customers can complete their online regstration at any our banner’s websites listed here.
We want our customer’s interaction with our stores and All Access Rewards to be positive. By becoming knowledgeable about the program benefits and the technical experience you can confidently interact with customers.In this next section I will review the in-lane experience for an established All Access Rewards customer.
The customer’s card can be scanned at any time during the orderHowever its best to ask for and scan the card at the beginning of the transaction.Select the ALL ACCESS key on the main menu.A dialog box will appear directing you to scan member card.
The customer name and wallet balance will appear in a box that automatically fades away allowing you to start scanning items in the order.Take a second to make a note of their ewallet balance. It’s a great opportunity to allow the customer to utilize an earned benefit.At the end of the order you will hit total and the digital wallettab will be available to select for the use of any available in-store credit. This is also when any coupons or special discounts come off the order.
Let’s say the customer didn’t bring their card, which is a pretty standard experience. You can use the phone number that is tied to the member’s account to identify the customer in the lane if they do not have their ALL ACCESS card present. Once you select the ALL ACCESS tab on the main screen you will press the “7” key and enter.An “Enter Phone #” box will appear and you will ask the customer for the phone number tied to their account. Enter the phone number including area code into the box and press enter.
The name of the customer will appear and you will need to confirm that person’s identity before continuing. Often there is more than one individual tied to that phone number. Ask the customer their name if you don’t already know and select that customer to tie to the order. Confirming the customer’s identity is very important because the ewallet can be spent without a card.Once the customer has been selected a dialog box will appear asking you if the customer you selected is the correct customer. Simply follow the instructions.
The end of the transaction is a great opportunity to remind the customer of the benefits they earned by shopping with us. Let’s review the information on this receipt.On the left hand side, the line indicated by the red arrow, shows a Fantastic Friday discount the customer earned in that transaction.Any All Access discount will be proceeded by an AA.Moving to the right hand side, starting at the top you will see AA Rewards Earned. This reflects the dollar reward earned within that transaction. So if a customer has reach their 500 point goal and earned $5 this will show up here. The next line AA Rewards Balance is the total ewallet reward they’ve earned as a member of All Access Rewards.Moving down you will see AA Points Earned. This is the total points earned within that transaction. AA points Balance reflects the customer’s total points earned toward their 500 point goal.Below that is the information reflecting the number of Power of 10 items the customer has purchased. Once the customer purchases their 10th Power of Ten item they will get the 11th one for free.
Sometimes things don’t run as smoothly as we like. In this next section I’ll review some potential problems and what to do if these happen.
The last thing I’m going to talk about is the All Access Customer Manager modual. Customer Manager is a web based landing page and is available from any workstation with internet access. However, only authorized employees have access to this modual. Let’s go over what customer manager is used for.
Customer Manager is used to enroll new members, complete in-lane activation enrollment, add dependents, deal with customer service requests like adding points, and assigning customer roles like the Employee role. If you are a Manager, Assistant Manager or All Access Promoter than you need to take the time to review your store's copy of the Customer Manager Manual. Feel free to contact the All Access team in the corporate office if you have any questions.We’re not going to go in depth about the Customer Manager. All stores have received a new Customer Manager Manual and should have taken time to review it. The Customer Manager module can only be accessed by the Manager, Assistant Manager and All Access Promoter. Please feel free to ask question pertaining Customer Manager module and if we can’t cover your question completely we’ll make sure to get back to you.
Before we move to your final questions I want to tell you about a few tools we are using to communicate program updates and weekly deals.On Tuesday’s Sara sends out an All Access Update email. This covers all the weekly deal details as well as several key tips. Please make sure this is printed out and shared with your staff. An additional copy should be given to the head checker to ensure each checker get’s this weekly flow of information.We have also created a Quick Reference cheat sheet for each of the lanes. When you receive these place one in each lane.
