What is Royalty Rewards · 2018. 6. 22. · Step 2 Visit Your Business Every time a member visits your business and provides their Rewards Card or Smartphone App, it is your job to

1 © 2013 Firepower Marketing Inc. dba Royalty Rewards®

What is Royalty Rewards®? ............................................................................... 3

How Does It Work? ............................................................................................ 4

How Do Customers Join Your Program? .............................................................. 5

1. In Store Enrollment ........................................................................................................................................................ 5

2. Online Enrollment .......................................................................................................................................................... 5

3. Smartphone App Enrollment ......................................................................................................................................... 5

What Do Rewards Members Receive? ................................................................ 6

1. Welcome Postcard ......................................................................................................................................................... 6

2. Award Certificates.......................................................................................................................................................... 6

3. Birthday Postcard ........................................................................................................................................................... 6

4. Other Cool Stuff & Exclusive “Member Only’ Specials & Money Saving Offers: ........................................................... 6

What Are Other Royalty Rewards® Benefits? ...................................................... 7

Member Survey ..................................................................................................................................................................... 7

Friendly Reminders ................................................................................................................................................................ 7

Lost Reminder ........................................................................................................................................................................ 7

Quarterly Reminder ............................................................................................................................................................... 7

What is the Royalty Rewards® Smartphone App? ............................................... 8

Frequently Asked Questions ............................................................................. 10

Why Do We Have To Swipe/Scan Loyalty Cards? ................................................................................................................ 10

What If A Customer Doesn’t Want To Carry A Rewards Card? ........................................................................................... 10

Where Can Members Review Their Account Activity? ........................................................................................................ 10

Is Royalty Rewards® Free to Join? ....................................................................................................................................... 10

What’s In It For Me? ............................................................................................................................................................ 10

What Do I Have To Do? .................................................................................... 11

Understand The Program .................................................................................................................................................... 11

Sign Up Customers & Promote the Program ....................................................................................................................... 11

Process Transactions & Redeem Certificates ...................................................................................................................... 11

How To ............................................................................................................ 12

Sign Up A New Member Script ............................................................................................................................................ 13

New Member Enrollment Steps .......................................................................................................................................... 14

New Member Enrollment Steps .......................................................................................................................................... 15


Process a Transaction WITH a Promotion ........................................................................................................................... 16

Process a Transaction WITHOUT a Promotion .................................................................................................................... 17

Help A Member with the Smartphone App ......................................................................................................................... 18


What is Royalty Rewards®? Royalty Rewards® is a unique program that rewards our customers every time they visit your Business. The purpose of this program is to help ensure our customers come back more often and they do not think about visiting anywhere else. Royalty Rewards® Members receive the following:

They earn 1 point for every $1 they spend. For every ____ points they earn, Rewards Members will automatically receive a $_____ loyalty certificate to redeem on their next visit.

They get a ______________________ just for joining the program.

They are sent a ____________________ in celebration of their Birthday.

They also receive other cool stuff including exclusive ‘Member Only’ benefits via email and mail.

Remember...

$1 = 1 point ____ points = $_____ Certificate


How Does It Work?

Step 1 Join the Program

When a customer joins the program in store or online, they will be provided with a Royalty Rewards® Membership Number. This could be provided to them with a loyalty card, a key tag or even a sticker.

As an alternative to carrying a Rewards Card, members can download the Royalty Rewards® Smartphone App. The Smartphone App will produce a Member Barcode that will function as their Rewards Card and can be used to earn points for their purchase. Members can use this App if they already have a Rewards Card, or they can Sign Up directly in the App and never be issued a physical card. See page 8 for more details on this App.

Step 2 Visit Your Business

Every time a member visits your business and provides their Rewards Card or Smartphone App, it is your job to swipe or scan it using the program terminal & wand. If you do not swipe or scan their Rewards Card or Smartphone App, their purchase will NOT be tracked and points will NOT be assigned to their account. See Page 16-17 for more details on how to process transactions.

Step 3 Enjoy the Rewards Members will receive a TON of awesome benefits including:

They earn 1 point for every $1 they spend at participating locations. _____ points = $________ Award Certificate.

They get a ____________________________ just for joining the program.

They get a ____________________________ in celebration of their Birthday.

They also receive other exclusive ‘Member Only’ benefits via email and mail.


How Do Customers Join Your Program? Customers can join your Royalty Rewards® Program 3 ways:

1. In Store Enrollment Customers can join the program in your business by completing a physical enrollment form. Once completed, they will be provided with a Rewards Card so they can start earning points immediately. Each time they visit, they can provide their Rewards Card to earn points for their purchase. See page 14-15 (New Member Enrollment Steps) for more details on how to sign up a new member in

store.

2. Online Enrollment

Customers can join the program online at our website. A Rewards Card will be sent to them in the mail or held in the business for pick up. Each time they visit, they can provide their Rewards Card to earn points for their purchase.

3. Smartphone App Enrollment

Customers can join the program by downloading the Royalty Rewards® App. Once they have downloaded the app, they can scan a special QR code to Sign Up directly in the App (this QR code may be posted in your business). In this case they will NOT receive a Rewards Card. Instead, their Smartphone App will function as their Rewards Card. This App can also be used by members who signed up in store or online. As an alternative to carrying a Rewards Card, Members can register their existing card number into the App and use it as their Rewards Card. See page 18-19 ( Help a member with a Smartphone app) for more details on how to enroll using the Smartphone App.


What Do Rewards Members Receive?

1. Welcome Postcard Within a few weeks of enrolling, new members will receive a Welcome Email & Welcome Postcard in the mail.

Members can bring in their Welcome Postcard to redeem their Free Gift, OR they can access the Welcome Certificate directly from their Smartphone App.

2. Award Certificates Rewards Members earn 1 point for every $1 spent. Once _____ Points are earned, the member will receive a $______ Award Certificate to use on their next visit.

The Award Certificate will arrive in the mail. Members can bring in their Award Certificate to redeem their award OR they can access the Award Certificate directly from their Smartphone App.

3. Birthday Postcard If the Rewards Member provided their birth date when they enrolled, they will receive a Happy Birthday Email at the beginning of their Birthday Month with a Special Birthday Certificate to use that month.

Members can bring in their Birthday Postcard to redeem their Free gift OR they can access the Birthday Postcard directly from their Smartphone App.

4. Other Cool Stuff & Exclusive “Member Only’ Specials & Money Saving Offers:

Rewards Members will receive special announcements, and money saving offers periodically via mail and email.


What Are Other Royalty Rewards® Benefits? In addition to the main program benefits, Rewards Members may also receive the following:

Member Survey Rewards Members may receive a Member Survey via email. This survey asks members a few simple questions about their last visit, and offers them Bonus Points in exchange for their answers. All survey results are tracked so we can know what you are doing well or learn ways to be better.

Friendly Reminders If a Rewards Member has an outstanding special offer (Welcome certificate, Birthday certificate, etc. ) a Friendly Reminder Email will be sent to them two weeks before the offer expires. This email helps reminds them how to redeem their special offer before the expiry date.

Lost Reminder If a Rewards Member hasn’t visited us in over 6 months, a special ‘We Miss You’ email will be sent with a special offer for them to come back and visit us soon.

Quarterly Reminder If a Rewards Member has been visiting regularly, but still hasn’t earned enough points for an Award, they may receive an account update via email. This update provides a brief summary of their account, and gives them a special offer of Double Points to come back and visit you soon.


What is the Royalty Rewards® Smartphone App? The Royalty Rewards® App is an important part of the program. The App is available by searching for "Royalty Rewards” in the apple store or android play store. The App can be used to:

Join the program WITHOUT a Rewards Card (No Rewards Card

required). Customers will have to scan a special barcode to do this.

Register an existing Card Number (Must have physical Rewards Card.

OPTIONAL: Not required to participate in program.)

Earn points at participating locations (as an alternative to carrying a Rewards Card)

Access Awards & Certificates to redeem in store (ONLY available if your business is

participating in the Electronic Program.)

View Account Details & Check Points Balance

Find Participating Locations

See page 18 for complete details on the Smartphone App.

Search ‘Little Caesars’ in the

Apple App Store. Android Coming Soon.

CARD TAB: Register an Existing Card. This is

OPTIONAL and not required if you already have a physical Rewards

Card.

SIGN UP TAB: Join the program without an

existing Rewards Card. Customers must scan a special QR Code to

access this functionality.

ACCOUNT INFO TAB: View account details & check

points balance.


REWARDS TAB: Access Valid Rewards and Redeem

in Store. ONLY available if your business is participating in the

Electronic Program.

TERMS OF USE TAB: Terms of use to customer

ROYALTY REWARDS® CARD: This will be their card no physical

card required.


Frequently Asked Questions Why Do We Have To Swipe/Scan Loyalty Cards? In order for Rewards Members to earn points for each purchase, you MUST swipe or scan their Rewards Card or Smartphone App. If you don’t, they will not receive points for their purchases, and will not earn valuable Award Certificates.

What If A Customer Doesn’t Want To Carry A Rewards Card? If a customer doesn’t want to carry a card, we can track their purchases with their Smartphone.

Where Can Members Review Their Account Activity? Members can view their personal account activity:

Online at www.myownrewards.com

By logging in using the Smartphone App

Is Royalty Rewards® Free to Join? It’s Free... Seriously. There is no charge or fee associated with the rewards program.

What’s In It For Me? We feel very strongly about rewarding our customers for their loyalty. The more we encourage loyalty from our customers the more secure the business is and the more secure your job is.

http://www.myownrewards.com/


What Do I Have To Do?

Understand The Program Review this training manual, particularly the ‘How To’ pages & all

Cheat Sheets. Be prepared to answer questions about the program from customers. If you have any questions at all, ask your manager for help.

Sign Up Customers & Promote the Program Review the Member Sign Up Cheat Sheet and role play with your co-

workers so you feel comfortable enrolling customers.

Process Transactions & Redeem Certificates Ask EVERY Customer who visits...

“Do you have a Royalty Rewards® Membership?”

If a member is redeeming a promotion, ALWAYS SCAN the Promotion Barcode!!


How To


How To..... Sign Up A New Member Script

(also refer to ‘Member Sign Up Script – Cheat Sheet)

The script below provides a guideline for all staff members responsible for signing up new members to the Royalty Rewards® Program. The more members we sign up, the more successful your program will be. It’s very important to relay a sense of excitement about the program and a sense of urgency to sign up and start receiving the great benefits. The best way to sign up new cardholders is to start a conversation by asking customers if they have their Rewards Card with them when they place their order.

“Are you a Rewards Member?” OR “May I add the points for this purchase on your Royalty Rewards® Membership?”

The customer may respond with: “I don’t have one” OR “What’s that?”

“You don’t have one? Well if you like <your business name> you might as well sign up. It’s totally free and easy! “ “You get a FREE <Welcome Offer> just for joining, plus you get points towards rewards every time you come in. “ “You even get free stuff for your birthday, and other special offers!” “It’s really a good deal! If you sign up today I can give you your points for today’s purchase! Here’s an enrollment form.....”


How To..... New Member Enrollment Steps

(also refer to ‘New Member Enrollment Steps – Cheat Sheet)

IMPORTANT: Standard & Logo Cards have the Cards affixed to the Enrollment Forms. The Card Number is printed on the Enrollment Form and will match the number on the back of the Card it is affixed to.

Standard Card Standard Logo Cards

The following Customer Enrollment Steps MUST be followed when signing up a customer to the Royalty Rewards® Program. Step 1) Give a blank Enrollment Form to the customer and have them fill in ALL their personal information. Step 2) Double check to ensure the customer has filled out ALL their personal information. (In order for the customer to receive all program benefits, complete mailing address and email must be provided. Some program benefits will be sent via email only.) Step 3) Remove the Royalty Rewards® Card that is affixed to the Enrollment Form. Swipe their card so they get points for today’s purchase. Tear off the bottom portion of the Enrollment Form and hand it to them along with their card.


New Member Enrollment Steps (also refer to ‘New Member Enrollment Steps – Cheat Sheet)

IMPORTANT: Custom Cards & Custom Cards & Key Tags.

The White Data Label found on the back of each Royalty Rewards® Card MUST be affixed to the customer’s completed Enrollment Form prior to giving the Card to the customer.

Custom Cards Custom Cards & Key Tags

The following Customer Enrollment Steps MUST be followed when signing up a customer to the Royalty Rewards® Program. Step 1) Give a blank Enrollment Form to the customer and have them fill in ALL their personal information. Step 2) Double check to ensure the customer has filled out ALL their personal information. (In order for the customer to receive all program benefits, complete mailing address and email must be provided. Some program benefits will be sent via email only.) Step 3) Retrieve a Royalty Rewards® Card. Peel off and affix the White Data Matching Label from the back of the Rewards Card to the completed Enrollment Form in the space provided. Step 4) Tear off the bottom portion of the Enrollment Form and return it to the customer. Step 5) Give the customer their Royalty Rewards® Card and don’t forget to swipe it so they get points for today’s purchase. Step 6) Give the completed Enrollment Form to your manager.

Rewards Card Back Enrollment Form

White Data Matching Label Remove label from Card Back and

affix to completed Enrollment Form In space provided.


How To..... Process a Transaction WITH a Promotion

(also refer to ‘Rewards Transaction Processing – Cheat Sheet)

When the terminal is idle and ready for use, the screen displays: “Royalty Rewards”

Step 1: Press F2 to access the menu

Step 2: Press F2 For LOYALTY CARD

Step 3: Press F2 For SALE

Step 4: Scan the Promotion BARCODE by holding the trigger on the Wand until the Wand beeps. OR

Swipe the LOYALTY CARD, Scan the LOYALTY CARD BARCODE, OR Scan the Member’s Smartphone BARCODE; and if prompted, enter the 5 Digit PROMO CODE using the number pad.

Press the Green ENTER Button

Step 5: If you have swiped/scanned correctly, enter the Transaction Amount using the number pad (BEFORE TAXES are added, and AFTER any discounts or promotions are subtracted).

Press the Green ENTER Button

Step 6: Enter the 3 digit Employee Code, using the number pad or to bypass, Press the Green ENTER Button. When complete, the screen displays: ``Transaction Processed`` along with the member status and point balance.

If the transaction was not successful, the screen may display the following messages:

Message: Transaction Denied Promo Previously Used On: “DATE”

Solution: Contact a Manager for further assistance.

Message: Error Options Retry Transaction F2

Store For Later F3 Press X To Cancel

Solution: Select ``Store For Later F3``

There is a connection error and the transaction will be stored in the Terminal and uploaded automatically at night.

Message: Internet Transaction Connecting… No Internet

Solution: Check to ensure the Ethernet cord in the back of the Terminal (See port labeled ``10BaseT``) and make sure the internet is working.


How To..... Process a Transaction WITHOUT a Promotion

(also refer to ‘Rewards Transaction Processing – Cheat Sheet)


Step 1: Press F2 to access the menu Step 2: Press F2 For LOYALTY CARD Step 3: Press F2 For SALE Step 4: Swipe the LOYALTY CARD OR Scan the LOYALTY CARD BARCODE OR Scan Member’s Smartphone BARCODE

When scanning a BARCODE, hold the trigger on the Wand and scan the barcode until the Wand beeps. If you get an error when scanning a phone

screen, try turning up the screen brightness. Press the Green ENTER Button Step 5: If you have swiped/scanned correctly, Enter the Transaction Amount using the number pad (BEFORE TAXES are added, and AFTER any discounts or promotions are subtracted). Press the Green ENTER Button Step 6: Enter the 3 digit Employee Code, using the number pad or to bypass, Press the Green ENTER Button. When complete, the screen displays: ``Transaction Processed`` along with the member status and point balance.


Step 1: Press F2 to access the menu Step 2: Press F2 For LOYALTY CARD Step 3: Press F2 For SALE Step 4: Swipe the LOYALTY CARD OR Scan the LOYALTY CARD BARCODE OR Scan Member’s Smartphone BARCODE

When scanning a BARCODE, hold the trigger on the Wand and scan the barcode until the Wand beeps. If you get an error when scanning a phone

screen, try turning up the screen brightness. Press the Green ENTER Button Step 5: If you have swiped/scanned correctly, Enter the Transaction Amount using the number pad (BEFORE TAXES are added, and AFTER any discounts or promotions are subtracted). Press the Green ENTER Button Step 6: Enter the 3 digit Employee Code, using the number pad or to bypass, Press the Green ENTER Button. When complete, the screen displays: ``Transaction Processed`` along with the member status and point balance.


How To..... Help A Member with the Smartphone App (also refer to ‘Smartphone App – Cheat Sheet)

Search Royalty Rewards® in the App Store.

CARD TAB If a member has an existing Rewards Card, they can add the Card Number to the App to access Reward Certificates from their Smartphone, AND to use their Smartphone as an alternative to carrying their card. Note: This is NOT required of members with existing Rewards Cards. It is optional.

After the Member’s Name & Card Number are added, the Card Tab will now display the Member Barcode. This Barcode can function as a Rewards Card and can be scanned using the Rewards Wand to assign points for their purchases.

QR Code Sign Up Members who DO NOT have an existing Rewards Card can join the program by scanning a special QR code that you will have displayed. These members will NOT receive a physical card. They will only be able to use the App to earn points for their purchases. After the QR code is scanned & they provide their personal info & select a password, the Card Tab will now display the Member Barcode. This Barcode will function as a Rewards Card and can be scanned using the Rewards Wand to assign points for their purchases.

ACCOUNT INFO TAB After registration is complete, the member can access their personal account info using the Login Tab. Members with a physical card cannot access this account until their enrollment form is processed (3-5 days). Once complete, their password is the last name (lower case) they provided on their enrollment form. Once members have logged in once, they will not be required to login again. This Tab will now display as ‘ACCOUNT INFO’ and can be accessed to view Point Balance, Last Visit Info, and other account details.

Documents

What is Royalty Rewards · 2018. 6. 22. · Step 2 Visit Your Business Every time a member visits your business and provides their Rewards Card or Smartphone App, it is your job to