Publix Grocery Knowledge
Question 1.
Appropriate number of associates to unload truck
ANSWER
Grocery must use at least four associates, one may include the driver.
Question 2.
Publix Mission Statement
ANSWER
"Our mission is to be the premier quality food retailer in the world." To that end we commit to being: -Passionately focused on customer value -Intolerant of
waste -Dedicated to the dignity, value and employment security of our associates -Devoted to the highest standards of stewardship for our stockholders,
-Involved as responsible citizens in our communities
Question 3.
Passionately Focused on Customer Value
ANSWER
-Continually look for ways to add value, such as walking customers to products -Carefully order and handle products to prevent out-of-stocks and ensure
product quality
Question 4.
Intolerant of Waste
ANSWER
-Focus on performing your job as efficiently as possible so you don't waste time or cause others to perform rework -Control the amount of supplies you use.
Try to keep materials secure so they don't get damaged or lost -Carefully handle product to prevent it from getting damaged, including using your safety and
plastic cutter properly. -Be aware of and report losses caused by theft
Question 5.
Dedicated to the Dignity, Value, and Employment Security of our associates
ANSWER
-Continually enhance your role in the department. The more value you provide to your job and how you reduce waste in your work processes will add
employment security to your role as well as those of other associates -Never underestimate the value of the roles other store team members play
Question 6.
Devoted to the highest stands of stewardship for our stockholders
ANSWER
Follow the standards and policies set by Publix for the operation of the grocery department to maximize your sales and profit. This includes effectively
merchandising and properly rotating product.
1/5
, Question 7.
Involved as Re-sponsible Citizens in our Communities
ANSWER
Support the community in which your store is located. Your customers are also your neighbor!
Question 8.
Publix Guarantee
ANSWER
" We will never knowingly disappoint you. If for any reason your purchase does not give you complete satisfaction, the full purchase price will be cheerfully
refunded immediately upon request."
Question 9.
10 foot, 10 second rule
ANSWER
Speak to and smile at everyone within 10 feet if you and greet customers within the first 10 seconds of their arrival in your department.
Question 10.
Strategic Tasks
ANSWER
Service and supply chain operations
Question 11.
Differentiating Tasks
ANSWER
Things you do in your job that are linked to Publix's Strategy. When done well, these behaviors make a positive and lasting impression on our customers and
are difficult for our competitors to replicate
Question 12.
Four Steps of Legendary Customer Service
ANSWER
-Greet the customer by name, if possible and smile -Use your observation skills to engage the customer
- Create their happily ever after
- Thank the customer and invite them back
Question 13.
Dynamic Selling
ANSWER
A positive, service-centered approach to selling to our customers. It's dynamic, because all customers and situations are different and associates should be
able to adapt conversations and solutions to meet the individual customer's needs
2/5
Question 1.
Appropriate number of associates to unload truck
ANSWER
Grocery must use at least four associates, one may include the driver.
Question 2.
Publix Mission Statement
ANSWER
"Our mission is to be the premier quality food retailer in the world." To that end we commit to being: -Passionately focused on customer value -Intolerant of
waste -Dedicated to the dignity, value and employment security of our associates -Devoted to the highest standards of stewardship for our stockholders,
-Involved as responsible citizens in our communities
Question 3.
Passionately Focused on Customer Value
ANSWER
-Continually look for ways to add value, such as walking customers to products -Carefully order and handle products to prevent out-of-stocks and ensure
product quality
Question 4.
Intolerant of Waste
ANSWER
-Focus on performing your job as efficiently as possible so you don't waste time or cause others to perform rework -Control the amount of supplies you use.
Try to keep materials secure so they don't get damaged or lost -Carefully handle product to prevent it from getting damaged, including using your safety and
plastic cutter properly. -Be aware of and report losses caused by theft
Question 5.
Dedicated to the Dignity, Value, and Employment Security of our associates
ANSWER
-Continually enhance your role in the department. The more value you provide to your job and how you reduce waste in your work processes will add
employment security to your role as well as those of other associates -Never underestimate the value of the roles other store team members play
Question 6.
Devoted to the highest stands of stewardship for our stockholders
ANSWER
Follow the standards and policies set by Publix for the operation of the grocery department to maximize your sales and profit. This includes effectively
merchandising and properly rotating product.
1/5
, Question 7.
Involved as Re-sponsible Citizens in our Communities
ANSWER
Support the community in which your store is located. Your customers are also your neighbor!
Question 8.
Publix Guarantee
ANSWER
" We will never knowingly disappoint you. If for any reason your purchase does not give you complete satisfaction, the full purchase price will be cheerfully
refunded immediately upon request."
Question 9.
10 foot, 10 second rule
ANSWER
Speak to and smile at everyone within 10 feet if you and greet customers within the first 10 seconds of their arrival in your department.
Question 10.
Strategic Tasks
ANSWER
Service and supply chain operations
Question 11.
Differentiating Tasks
ANSWER
Things you do in your job that are linked to Publix's Strategy. When done well, these behaviors make a positive and lasting impression on our customers and
are difficult for our competitors to replicate
Question 12.
Four Steps of Legendary Customer Service
ANSWER
-Greet the customer by name, if possible and smile -Use your observation skills to engage the customer
- Create their happily ever after
- Thank the customer and invite them back
Question 13.
Dynamic Selling
ANSWER
A positive, service-centered approach to selling to our customers. It's dynamic, because all customers and situations are different and associates should be
able to adapt conversations and solutions to meet the individual customer's needs
2/5
