Bookstore Policies and Procedures - MUSCOGEE NATION Handbook
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Preserving the Vision of our Ancestors:
An Educational Legacy
COLLEGE OF THE
MUSCOGEE NATION
Bookstore Policies
and Procedures
Handbook
VRAKKUECKV RESPECT | FVTCETV INTEGRITY | MECVLKE RESPONSIBILITY | EYASKETV HUMILITY| HOPORENKV WISDOM
College of the
Muscogee Nation
Bookstore Policies & Procedures
December 2013
1Table of Contents
Introduction .................................................................................................................................................. 3
Location............................................................................................................................................ 3
Hours of Operation .......................................................................................................................... 3
Website ............................................................................................................................................ 3
Employee Responsibilities ........................................................................................................................... 4
Customer Service ............................................................................................................................. 4
Cleaning the Bookstore .................................................................................................................... 4
Breaks............................................................................................................................................... 5
Business Activity ........................................................................................................................................... 6
Book Change .................................................................................................................................... 6
Merchandise/Textbook Orders ........................................................................................................ 6
Textbook Information ...................................................................................................................... 7
Defective Merchandise .................................................................................................................... 8
Physical Inventory ............................................................................................................................ 8
Transactions ............................................................................................................................................... 10
Cashiering....................................................................................................................................... 10
Charges to the Bursar Account ...................................................................................................... 11
Merchandise/Textbook Refund ..................................................................................................... 11
Textbook Buyback .......................................................................................................................... 12
2Introduction
Location:
The Raven’s Nest Bookstore is located on the campus of the College of the Muscogee Nation (CMN):
Raven’s Nest Bookstore
P.O. Box 917
2170 Raven Circle
Okmulgee, OK 74447
Hours of Operation:
Regular hours of operation for the bookstore are Monday through Friday, from 8 a.m. to 5 p.m. The
bookstore is closed Saturday and Sunday.
The Raven’s Nest will be open additional hours, and possibly Saturdays, during the rush periods. Rush
periods include: the week before classes start and the first week of the trimester, when textbooks are
sold, and the week of finals, when textbooks are being bought back.
Website:
The Raven’s Nest Bookstore can also be accessed at www.mvsktc.org. From this site, students may view
the stock of required and recommended textbooks for each course, as well as the price of each book.
3Employee Responsibilities
Customer Service:
All customers are to be treated the way anyone would want to be treated – with the upmost dignity and
professionalism. Serving customers is the first priority.
Greeting and Assisting Customers:
1. Greet the customer as they walk through the door. Smile and make eye contact.
2. Always be friendly, attentive, knowledgeable and professional. Suggest items that
accompany or are related to the products the customer is purchasing.
3. Please be aware of special consideration for our disabled patrons. Make sure they are able
to find everything they need and are treated with the respect they deserve.
4. Anytime you do not know the answer to a customer’s questions, find someone that does.
5. To find a book for a customer, look up (in the booklist or on the tags on the shelves) the
course title, then the section number. Then let the customer know what the booklist or tag
states. If a customer received the wrong book apologize, and assist them with getting the
correct book.
6. The primary goal of customer service is to keep customers coming back. This can be
accomplished by going the extra mile to provide personalized service to every customer.
Never:
1. Talk negatively about a customer in front of another customer. If you insult one customer,
you insult all customers.
2. Talk rudely to or about a co-worker in front of a customer. This discredits the bookstore in
the eyes of the customer.
3. Use crude language.
4. Leave a customer with an unanswered question. If you do not know the answer, find out or
direct them to someone who does.
Cleaning the Bookstore:
When an employee is not helping a customer, nor completing a task given by the store manager, he/she
should be cleaning the store. Cleaning consists of dusting, sweeping, vacuuming, emptying trash,
restocking returned books and merchandise. There will always be something to do while on duty at the
bookstore:
• Make sure ample stock is available. Check all merchandise racks for needed stock. Pay close
attention to the school supply area, refill as necessary.
• Go through the aisles and tidy merchandise as needed, arrange clothing and organize according
to size, color, style, etc.
• If there is nothing else to be done, ask for something to do.
4Breaks:
All employees of the Raven’s Nest are afforded the same work breaks as any employee of the Muscogee
(Creek) Nation. Employees are entitled to one hour for lunch. Employees shall take their lunch breaks
between the hours of 11:00 a.m. - 2:00 p.m. Any variation from the prescribed lunch hours must be
authorized by the store manager. Lunch schedules should be staggered so the bookstore is staffed
during lunch hours.
All employees shall be allowed one fifteen minute break between the hours of 9:30 a.m. – 10:30 a.m.
and the hours of 2:30 p.m. -3:30 p.m. Breaks cannot be divided to allow the employee more than one in
the morning and one in the afternoon. They also cannot be combined into one thirty minute break.
Employees are allowed one fifteen minute walk break each day. This break is separate from the other
break times; however, an employee may utilize his/her walk break in conjunction with either the
morning or afternoon break. Taking or not taking a break is a voluntary action on the part of the
employee; no compensatory time can be accrued for missed break time.
Federal Work Study employees work around their class schedules. Therefore, their lunch hours and
break times will be more flexible than full-time employees. These breaks are to be authorized by the
bookstore manager.
5Business Activity
Book Change:
Policy
Instructors that wish to change books for a course are required to inform the Bookstore Manager one
trimester before implementing the new book in class. Once the new book has been ordered, the
Bookstore Manager will submit a completed copy of the Book Change Notification form to the Bursar’s
Office and Bookstore.
Purpose
Instructors are required to submit a Book Change Notification one trimester before implementation,
allowing the Bookstore to order and receive the books, and update textbook information on the store
website and on the class syllabi.
Procedure
1. Instructors are to complete and submit the Book Change Notification to the Bookstore Manager
no later than one trimester before the implementation of the new book.
2. The book change will then be handled according to the Textbook Orders policy.
3. Upon completing the Change of Book Notification, the bookstore will contact the Bursar’s Office
to notify it of the price change in Cost of Attendance.
Merchandise/Textbook Orders:
Policy
The bookstore has an obligation to ensure that books are available in adequate quantities. Textbooks
should be ordered based on instructor preference, reported in the Book Change Notification form.
All textbook ordering goes through the bookstore manager. Prior to placing an order with a publisher,
the College of the Muscogee Nation Purchase Requisition form is to be completed. After the order has
been placed with the vendor, the information is entered into the Point of Sale (POS) system. Textbooks
publishers and distributors suggest that orders be placed at regular intervals, since it is impossible for
them to ship all materials in the week or two preceding the opening of a term.
When reordering textbooks is necessary, the following actions are in place. Inform faculty immediately
and keep them informed of the books status, so they can make announcements in class. Record the
title’s status on the shelf, including order and expected arrival dates.
Purpose
This establishes a consistent procedure for the bookstore when ordering textbooks for a given term.
6Procedure
1. Following the term Physical Inventory and buyback, the store manager must begin ordering
textbooks for the upcoming term. The only books that must be ordered are new books
requested by an instructor and any additional books needed in stock to fill the class.
2. The manager should then request a quote from a publisher/distributor for a textbook order to
keep in office records.
3. Once the quote has been obtained, the manager must fill out a Purchase Requisition:
a. Make sure the requisition department is labeled.
b. The Line Item should have the GL description filled out.
c. Vendor Name, Address, Phone Number should be listed.
d. A brief description of the item, unit cost, and amount should be filled in if ordering less than
eight (8) items. If an order is more than 8 items all that needs to be in the description is “See
Attached” with the total amount listed.
e. There must be a vendor quote that corresponds with the Purchase Requisition.
f. The Fund, Project Number, Department Code, TBD Code and GL Codes must be entered.
g. Once all the information has been entered, sign the requisition and submit it to the Director
of Business Affairs to be reviewed.
4. After the form has been returned with the Director’s signature and a purchase order has been
created by the Accounting Department, proceed with completing the order.
5. Once the order has been received, enter the textbooks into the store inventory on the POS
system.
Textbook Information:
Policy
As required by federal regulations, the College of the Muscogee Nation must disclose on the school’s
internet course schedule the International Standard Book Number (ISBN) and retail price information of
required and recommended textbooks and supplemental materials for each course listed. If the ISBN is
not available, the school must include in the internet course schedule the author, title, publisher, and
copyright date for the textbook or supplemental material. If a textbook or supplemental material for a
course has not been determined, the designation “To Be Determined” shall be used. CMN must also
make available online: the school’s course schedule for the subsequent academic period, and the
number of students enrolled in each course and the maximum student enrollment for each course.
Purpose
This policy ensures that CMN provides sufficient consumer information to students regarding the
purchase of textbooks, in accordance with federal regulations.
Procedure
1. Following the collection of the Book Change Notification forms the bookstore will order all
requested books.
2. Once the new books have been ordered, the bookstore manager will update the list of books
used for the internet course schedule, including for all books: ISBN number and price or author,
title, publisher, and copyright date.
73. The updated list will be posted prior to the term when the books will be used to submit a
completed Website Change Request form to the web administrator. All book changes will be
posted on the website.
Defective Merchandise:
Policy
If defective merchandise is found, make the store manager aware of the situation. Mark the
merchandise as defective, identifying: date, reason for defect, description of defect, and initials. Place
the defective merchandise in the designated area of the stockroom. Be sure that the merchandise does
not remain in the main part of the store. If a customer returns defective merchandise, mark it as
defective and replace it with merchandise that is intact or refund the customer’s money according to
the Merchandise/Textbook Refund policy. Defective merchandise is to be returned to the
publisher/vendor according to their return procedure.
Purpose
Defective products are to be marked and returned to the supplier to prevent customers from purchasing
the merchandise, and the bookstore from incurring the cost of defective merchandise.
Procedure
1. Once defective merchandise has been discovered in the bookstore, mark the item as defective,
identifying: date, reason for defect, description of defect, and the employee’s initials.
2. If a customer returns an item with a defect, replace it with another from the bookstore
inventory, and mark the defective item. (Only replace the item if the defect was caused by the
publisher/vendor. If the item was damaged by the customer, it is not to be replaced.)
3. Place the defective item in the designated area of the stockroom.
4. Return the merchandise according to the publisher’s/vendor’s return procedure.
Physical Inventory:
Policy
Prior to the beginning of the Buyback period, but after students have purchased books for the current
trimester, the bookstore manager will conduct a physical inventory. The inventory will consist of
counting all books, supplies, apparel, and miscellaneous items on hand in the bookstore. At the time of
the inventory, the bookstore should remain closed.
The inventory should be conducted by “counting teams,” one counter and one recorder. If more than
one team is to be used, specific inventory areas should be assigned to each team. While the counting
teams are taking inventory, the manager should supervise, ensuring all items are counted and recorded
correctly. Once the first count has been completed, a second count will be conducted by assigning
teams to different inventory areas, this is an effort to ensure all records are correct. At the conclusion of
the second count, the records from both inventories should be reconciled, creating the final inventory.
The final inventory should be used by the manager to reconcile the inventory records in the POS system.
Once these records have been reconciled, the bookstore manager will use this information to begin
planning for the next term: first by determining the number of each book that should be purchased
8during the Buyback period, then determining what stock should be purchased based on the current
inventory, past purchasing behavior, and book change requests.
Purpose
Physical inventory is conducted to ensure the inventory records in the Point of Sale (POS) system are
accurate and complete before the start of the Buyback period.
Procedure
1. The bookstore manager will determine a date for the term physical inventory and post a sign
stating when the bookstore will be closed one week prior to that date.
2. The manager will then create count teams and inventory areas for the bookstore employees.
3. On the day of the inventory, the count teams will count and document the merchandise for
their area. Then, they will change areas and count and document the merchandise in another
area. The two counts will then be reconciled to create the final inventory.
4. The final inventory will be reconciled with the POS system inventory records by the bookstore
manager to create an accurate inventory count of the bookstore’s merchandise and textbooks.
9Transactions
Cashiering:
Policy
When a customer approaches a cash register to checkout, greet the person, ask for the payment type,
suggest other items they may need after scanning the merchandise. Give the customer his/her total, if
the payment method is something other than cash, a picture ID is required. With credit cards, if the
name on the card does not match the customer’s, the he/she must have a signed note from the owner
of the card giving permission for the customer to use the card. With checks, the customer’s student ID
number or driver’s license number must be written on the memo line. When receiving cash, count it out,
confirm the amount with the customer before continuing. Change is to be counted back. Explain the
refund policy to the customer while bagging the purchase.
Each cash register will start with a cash drawer equaling $250.00. The Cashier will be required to count
the drawer to verify the amount; at that point, the register becomes the responsibility of the cashier. At
the end of a shift, the Cashier is required to count and verify all of his/her daily sales for the register in
the Point of Sale (POS) system and make a deposit in the Bursar’s Office.
Purpose
This policy ensures all daily sales are accounted for and deposited successfully in the Bursar’s Office.
Procedure
• At the end of a shift, the Cashier is required to count and verify all of his/her daily sales for the
register in the POS system.
• Once the Cashier has verified all of the receipts, he/she is ready to begin counting the cash:
1. First add all of the cash starting with checks, then the largest bills, and count down to the
rolled coins and loose change.
2. Once totaled, subtract the $250.00 in petty cash that is to be kept in the register at all times:
a. $50.00 in Ones
b. $20.00 in Fives
c. $50.00 in Tens
d. $100.00 in Twenties
e. $20.00 in Quarters
f. $5.00 in Dimes
g. $4.00 in Nickels
h. $1.00 in Pennies
The remaining cash is to be deposited at the end of the day.
3. Print a Cash Receipt form from the document trail folder in the Finance icon and fill out the
Received Check section, except for the deposit information.
4. Deposit the cash, with the completed Cash Receipt form in the Bursar’s Office.
10Charges to the Bursar Account:
Policy
Students can charge purchases to their Bursar Account from the bookstore. These charges to the College
of the Muscogee Nation’s (CMN) student Bursar Account include, but are not limited to academic and
non-Academic Charges. Academic charges are comprised of the cost of textbooks and other class
materials which vary according to the student’s program of study. Non-Academic charges include
clothing and entertainment items purchased at the university bookstore, and are not covered by the
CMN Foundation Scholarship/Tuition Waiver or Title IV grant funds.
Payment on an account balance is due ten days after the add/drop date; however, penalties/fees will
not be applied until second month in the trimester. Business Office Holds will be placed on all student
Bursar Accounts with outstanding balances beginning on the 1st of the second month of each trimester.
A 1% monthly service charge will be assessed to any unpaid balance beginning the 15th of the second
month of each trimester. The service charge will continue to be assessed on the 15th of every month
until the account balance is satisfied.
Accounts must be paid in full to enroll in subsequent trimesters. Non-payment of any charges could
result in litigation or collection procedures. Delinquent account information may be submitted to credit
reporting agencies, which could endanger credit ratings. For more information regarding non-payment
see Sending Accounts to Collection policy in the Bursar Policies and Procedures Handbook.
Purpose
Charges are made to the CMN Bursar Account to provide documentation in the accounting processes of
the Business Affairs and Financial Aid Offices.
Procedure
1. Enter the charge into the Point of Sales (POS) system.
2. Charges will be applied to the student’s Bursar Account at the time a charge is made at the
bookstore. To apply charges to a student’s Bursar account in Empower:
a. Go to screen SB/IA
b. Enter the student’s I.D. number and hit tab three times, or until the student’s information
appears on the screen
c. Enter the Term (ex: 2013SP, 2013SU, 2013FA)
d. Enter Trans Type (ex; BOOK / CHR, ACAPUR/CHR, NONACA / CHR)
e. Enter Transaction Amount
f. Click Next Transaction button
Merchandise/Textbook Refund:
Policy
Store merchandise other than books or instructional materials must be returned within thirty (30) days
after purchase unless otherwise specified in the bookstore. Anyone returning an item for refund must
present a sales receipt. Full refunds are given on textbooks through the end of the add/drop period each
trimester. No refunds will be given for textbooks after that period. All merchandise returned must be in
11new condition, clean, unmarked, undamaged, and in its original packaging. Bookstore management
reserves the right to judge the condition of any returned items.
Purchases made by check will be refunded by check, sent via standard U.S. mail, within ten (10) working
days of the return. Purchases made by credit card will be refunded by crediting the card account. Once
an item has been returned, the accounting inventory records should updated and the item should be
placed with the other merchandise.
Purpose
This policy is in place to ensure the equitable and efficient return of bookstore merchandise.
Procedure
1. Enter the refund into the Point of Sales (POS) system, reversing the purchase.
2. Adjustments will be applied to a student’s Bursar Account at the time a return is made to the
bookstore when the transaction was originally charged.
a. Go to screen SB/IA
b. Enter the student’s I.D. number and hit tab three times, or until the student’s information
appears on the screen
c. Enter the Term (ex: 2013SP, 2013SU, 2013FA)
d. Enter Trans Type (ex; BOOKS / ADJ, ACAPUR / ADJ, NONACA / ADJ)
e. Enter Transaction Amount
f. Click Next Transaction button
Textbook Buyback:
Policy
The bookstore relies on customers for its primary source of used books. Buyback is conducted during
finals week of each trimester. A book qualifying for buyback must be in good condition, required by an
instructor for use during the following trimester, and cannot be overstocked by the bookstore. Textbook
stocks are to be replenished at the end of a trimester through the buyback program. Prior to the
buyback period, inventory must be taken on all textbooks in stock that are to be used in the following
term. Only hold as many books in stock as requested by the instructor for the following term. If a
textbook is used during one trimester but not the following term, unsold copies are to be returned to
the publisher and sold copies are not to be part of the buyback.
The number of books to be bought back should equal the quantity of books requested by the instructor
minus the quantity of books on hand in the bookstore. Textbooks are to be purchased at the
predetermined buyback price, established by the bookstore manager. Original receipts are not needed
for buyback. The bookstore cannot guarantee the buyback of any book. If a textbook is not requested
for use in the following term, the bookstore will not purchase that book during the Buyback period.
Purpose
The main function of buyback is to buy as many used texts from students as possible, both increasing
the bookstore’s inventory and subsidizing students’ income.
12Procedure
1. Prior to the Buyback period, inventory of the textbook stock should be completed, and a list of
required books, and the number of books needed per course, for the upcoming term should be
obtained from instructors. From this information, the number of books to be purchased in the
buyback should be determined. Once the number of each textbook to be bought back has been
established, the bookstore manager must set the buyback price for each textbook.
2. The buyback number and price of each textbook should then be documented for reference
during the buyback period.
3. Extra cash should be on hand during this period for the purchase of books. All buybacks are to
be purchased with cash.
4. During the buyback, each purchase should be documented so textbooks are not over purchased.
5. The new textbook stock is to be entered into the POS system, to ensure accuracy.
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