Thrift Store Workers FAQ - Revision history

Liliana at 17:36, 2 January 2013

2013-01-02T17:36:47Z

Luiz at 18:53, 16 October 2009

2009-10-16T18:53:44Z

Luiz: New Hire Crash Course on the Store moved to Thrift Store Workers FAQ

2009-10-16T18:48:55Z

New Hire Crash Course on the Store moved to Thrift Store Workers FAQ

Luiz: facelift

2009-07-03T19:40:52Z

facelift

Luiz at 23:33, 11 February 2009

2009-02-11T23:33:53Z

Elizabeth: /* Why are all of your computers booted with Linux? */

2009-01-27T21:13:45Z

Why are all of your computers booted with Linux?

Elizabeth: /* Why are all of your computers booted with Linux? */ grammar correction, "on" instead of "of"

2009-01-27T21:13:11Z

Why are all of your computers booted with Linux?: grammar correction, "on" instead of "of"

Luiz: /* Day Three */

2008-11-20T18:24:36Z

Day Three

Luiz: misc stuff

2008-11-20T18:23:21Z

misc stuff

Leah: /* RAM */

2008-11-17T21:11:16Z

RAM

← Older revision		Revision as of 17:36, 2 January 2013
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		+	{{Template:Cleanup}}
	'''FREQUENTLY ASKED QUESTIONS'''		'''FREQUENTLY ASKED QUESTIONS'''

← Older revision		Revision as of 18:53, 16 October 2009
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−	~~This is largely a result of the work I am currently doing with Leah, the volunteer intern.[[User:Luiz\|Luiz]] 22:55, 16 October 2008 (UTC)~~	+	'''FREQUENTLY ASKED QUESTIONS'''
−
−	Perhaps the card/cable sort component of this training should be rolled into the "orientation" part of our merit badge system and the FAQ should be flaked out into another document.[[User:Luiz\|Luiz]] 19:39, 3 July 2009 (UTC)
−
−	~~==Day One==~~
−	* One hour card and motherboard sorting crash course, supervised
−	* One hour (split into two) brain dump: "These are the things in the store, this is what they are called/do"
−	* Hand out [[Thrift_Store_Policy\|thrift store policy]], [[Store_Sales_of_Rarer_and_Valuable_Items\|sales of desirable items]], and [[Store_Prices\|store prices]].
−	* Give the person quiet alone time to decompress
−	* Move to sort flowcharts and concepts
−
−	~~==Day Two==~~
−	* Minimize new data on this day, get the person doing the tasks/sorting
−	* Have them answer the phone supervised. Teach transfering calls, what calls go to front desk, etc.
−	* Go over critical aspects of policy (i.e., no holds, no returns, no refunds, exchange policy, dealing with jerks)
−	* Start sort training. Do the "is this worth more or less than $2 here?" test as an illustration.
−
−
−	~~==Day Three==~~
−	* Continue phone training (what to say, and how to use the phone)
−	* Introduce credit processing wiki page
−	* Repeat one hour (split into two) brain dump: "These are the things in the store, this is what they are called/do"
−	* Train register (link)
−	* One hour receiving cable sort in front of visual aid (make sure receiving knows on day one to save a box of mixed cables)
−
−	~~After this time its okay to talk about general sales norms. Please see [[Sales the Free Geek Way]] and [http://wiki.freegeek.org/index.php/Running_the_Store Running the Store].~~
−
−	=='''~~FAQ ATTACK:~~'''==

@@ Line 1: / Line 1: @@
 This is largely a result of the work I am currently doing with Leah, the volunteer intern.[[User:Luiz|Luiz]] 22:55, 16 October 2008 (UTC)
 ==Day One==
@@ Line 29: / Line 31: @@
 === Do you have laptops? ===
-: Unless there is one on the counter, we don't. Unless the person seems especially tech savvy, do not refer to "as is"     laptops as laptops. Do not offer explicit times when laptops are more likely to arrive.  This only gets you into trouble by fostering false expectations. [[Image:Polarity.png‎|frame|Polarity]]
+: Unless there is one on the table in front of the glass case, we don't. Unless the person seems especially tech savvy, do not refer to "as is" laptops as laptops (instead: "parts laptops" or "scraptops"). Do not offer explicit times when laptops are more likely to arrive or be tested.  This only gets you into trouble by fostering false expectations. [[Image:Polarity.png‎|frame|Polarity]]
 === Do you have laptop parts? ===
-: The only laptop parts we have are small hard drives (at most 12G) and power adapters (ac adaptors). And some really small and old memory.  For AC adaptors, located behind the counter, make sure that the Voltage matches exactly [e.g., 19 vdc or 19 dc], make sure the polarity is the same (see image), the Amperage [written mA or A for miliamps and amps] can be a bit under (no more than 20%) but can be any amount over.  Any other laptop part refer to ebay.
+: The only laptop parts we have are small hard drives (at most 12 GB) and power adapters (ac adaptors). And some really small and old memory.  For AC adaptors, located behind the counter, make sure that the Voltage matches exactly [e.g., 19 vdc or 19 dc], make sure the polarity is the same (see image), the Amperage [written mA or A for miliamps and amps] can be a bit under (no more than 20%) but can be any amount over.  Any other laptop part refer to customer to ebay.
 === Do you have wireless cards/routers? ===
-: Chances are no. Find out when you come in if there are any. When we do they sell quickly.  Tell an advanced testing volunteer or production
+: Find out when you come in if there are any. When we do they sell quickly.  Tell an advanced testing volunteer or production coordinator if there aren't any left.
 == Do you have an external harddrive ==
-Generally no.  Check the glass case.
+Sometimes.  They now live in box in front of the left cashier.
 == Can I/you go in "back" to get parts ==
-This used to be common at Free Geek, but is now not allowed.  Really, this is rarely worth your time.  People who want to go in back view Free Geek as a personal junk yard, and expect, despite being higher maintenance, to pay ''less.''  The manifesto of this policy is located [http://wiki.freegeek.org/index.php/Free_Geek_is_not_a_junk_yard here].
+Refer all customers to the Wednesday Safari.  This used to be common at Free Geek, but is now not allowed.  Really, this is rarely worth your time.  People who want you to go in back view Free Geek as a personal junk yard, and expect, despite being higher maintenance, to pay ''less.''  The manifesto of this policy is located [http://wiki.freegeek.org/index.php/Free_Geek_is_not_a_junk_yard here].
 === Do you have cell phones? ===
-: No.
+: Yes, most days.  We just started making these available.
 === Do you have LCD screens? ===
-: No, unless they are on the counter. We seem to receive about 5 a day.  All are tested.
+: Yes.  We seem to receive about 5 a day, first come first served.  All are tested.
 === Do you know how to use this {insert device i.e. palm pilot, obscure gizmo}? ===
@@ Line 68: / Line 69: @@
 === Why are all of your computers booted with Linux? ===
-: Linux is a user friendly free-ware OS, it's also extremely resistant to viruses. We have basic user guides and can walk users who are especially timid through some on the first steps.  If Linux is kept on the machine we offer 1 free session of tech support for one issue and we will follow this through until the issue is resolved. Also any software needed can be downloaded for free, instead of having to pay exorbitant prices as with Microsoft or Apple. Finally, Linux is free, so it allows Free Geek to offer legal systems at much more competitive rates to the poor, thus satisfying our mission.
+: We use linux because it is free and makes it easier to test and build systems.  Linux is a user friendly free operating system that has no viruses. We have basic user guides and can walk users who are especially timid through some on the first steps.  We also sell "Ubuntu for Non-Geeks" for $20 with the purchase of a system ($30 without).
 === Where can I find a USB charger for my MP3 player? ===
@@ Line 80: / Line 81: @@
 === Will this video card make me able to play my game? ===
-: Our video cards are usually 128mb, every now and then we'll have a 256 one which will help, but ultimately this is a time to refer people to product search, unless you know off the top of your head.  Also make sure they know whether they need a PCI or AGP card...  Many new games require more modern APIs (link) like DirectX 9.  The customer needs to research this.  See the above "recommended hardware" question.
+: See above, "Is this device good enough to do x?" We always have 128 mb agp card and sometimes 256/agp and PCI-e cards.  MAKE SURE THE CUSTOMER KNOWS WHAT SLOTS THEIR COMPUTER HAS ...  Many new games require more modern APIs (link) like DirectX 9.  The customer needs to research this.  See the above "recommended hardware" question.
 === Do these headphones work?  Does this TV work? ===
-: If people want to plug something in to see if it will turn on, they can use the power strip near the speakers and subwoofers.  As far as headphones, some of which are tested, you can always plug them into the freek box terminal to let them see what the sound quality is like.  Many cheap items are not feasibly testable in the store, especially when there are other people ready to buy stuff.  Once in a while, someone will get bent out of shape about this.  Be polite, but ultimately, its better to let them leave.  This way, you will not risk throwing other coworkers under the bus when they come back and want other nearly-free merchandise tested.
+: If people want to plug something in to see if it will turn on they can test them on tables in front of the left counter or to the left of whole systems.  As far as headphones, some of which are tested, you can always plug them into the freek box terminal to let them see what the sound quality is like.  Many cheap items are not feasibly testable in the store, especially when there are other people ready to buy stuff.  Once in a while, someone will get bent out of shape about this.  Be polite, but ultimately, its better to let them leave. This way, you will not risk throwing other coworkers under the bus when they come back and want other nearly-free merchandise tested.
 === Is this item tested? ===
@@ Line 108: / Line 109: @@
 === I bought a printer here 6 months ago and just replaced the ink and now it doesn't work! ===
-: If someone is having issues with a printer unfortunately we do not offer tech support on these.  When we sell them we should make the customer aware that we are selling them tested, yet as is as far as ink and quality.  While printers are exchangeable within the week, if it's been months or longer, there's not much we can do.  Suggest they seek tech support elsewhere.
+: If someone is having issues with a printer unfortunately we do not offer tech support on these.  When we sell them we should make the customer aware that we are selling them tested but that sometimes the ink is "as-is" (we do not know its condition beyond the test pages.)  While printers are exchangeable within the week, if it's been months or longer, there's not much we can do.  Suggest they seek tech support elsewhere.

← Older revision		Revision as of 23:33, 11 February 2009
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	It may be good to noobs to know that once you've been in the store a few days, everything gets really easy. If you understand the basics you can get by.		It may be good to noobs to know that once you've been in the store a few days, everything gets really easy. If you understand the basics you can get by.
		+
		+
		+	[[Category: Thrift Store]]

@@ Line 68: / Line 68: @@
 === Why are all of your computers booted with Linux? ===
-: Linux is a user friendly free-ware OS, it's also extremely resistant to viruses. We have basic user guides and can walk users who are especially timid through some on the first steps.  If Linux is kept of the machine we offer 1 free session of tech support for one issue and we will follow this through until the issue is resolved. Also any software needed can be downloaded for free, instead of having to pay exorbitant prices as with Microsoft or Apple. Finally, Linux is free, so it allows Free Geek to offer legal systems at much more competitive rates to the poor, thus satisfying our mission.
+: Linux is a user friendly free-ware OS, it's also extremely resistant to viruses. We have basic user guides and can walk users who are especially timid through some on the first steps.  If Linux is kept on the machine we offer 1 free session of tech support for one issue and we will follow this through until the issue is resolved. Also any software needed can be downloaded for free, instead of having to pay exorbitant prices as with Microsoft or Apple. Finally, Linux is free, so it allows Free Geek to offer legal systems at much more competitive rates to the poor, thus satisfying our mission.
 === Where can I find a USB charger for my MP3 player? ===

← Older revision	Revision as of 18:48, 16 October 2009
(No difference)

@@ Line 22: / Line 22: @@
 * One hour receiving cable sort in front of visual aid (make sure receiving knows on day one to save a box of mixed cables)
-After this time its okay to talk about general sales norms.  Please see [[Sales the Free Geek Way]].
+After this time its okay to talk about general sales norms.  Please see [[Sales the Free Geek Way]] and [http://wiki.freegeek.org/index.php/Running_the_Store Running the Store].
 =='''FAQ ATTACK:'''==

@@ Line 35: / Line 35: @@
 === Do you have laptop parts? ===
-: The only laptop parts we have are small hard drives (at most 12G) and power adapters (ac adaptors). And some really small memory.  These are located behind the counter, make sure that the Voltage matches, make sure the polarity is the same (see image), the Amperage can be a bit under but not by too much otherwise it will drain the battery. Any amount over is okay. Any other laptop part refer to ebay.
+: The only laptop parts we have are small hard drives (at most 12G) and power adapters (ac adaptors). And some really small and old memory.  For AC adaptors, located behind the counter, make sure that the Voltage matches exactly [e.g., 19 vdc or 19 dc], make sure the polarity is the same (see image), the Amperage [written mA or A for miliamps and amps] can be a bit under (no more than 20%) but can be any amount over.  Any other laptop part refer to ebay.
 === Do you have wireless cards/routers? ===
-: Chances are no. Find out when you come in if there are any. When we do they sell quickly.  Tell an advanced testing volunteer or production coordinator if there aren't any left.
+: Chances are no. Find out when you come in if there are any. When we do they sell quickly.  Tell an advanced testing volunteer or production
 === Do you have cell phones? ===
@@ Line 51: / Line 58: @@
 === Do you know how to use this {insert device i.e. palm pilot, obscure gizmo}? ===
-: We're not here to coach people through using these things. If you know a little feel free to tell them the basics, but we're not trying to send people away with a device that's more complicated than their ability level allows. Especially because we don't offer user manuals for a lot of things, people need to know what they're doing.  Also consider your fellow coworkers when offering information:  if I help someone fix their computer for an hour when we are slow, they'll still expect that from someone else, even if they don't know how or if we are very busy.
+: We're not here to coach people through using these things. If you know a little feel free to tell them the basics, but we're not trying to send people away with a device that's more complicated than their ability level allows. Especially because we don't offer user manuals for a lot of things, people need to know what they're doing.  If a person seems unwilling/unable to use Google to research how to use their products, they should be discouraged from purchasing the item. Also consider your fellow coworkers when offering information:  if I help someone fix their computer for an hour when we are slow, they'll still expect that from someone else, even if they don't know how or if we are very busy.
 === Is this device compatible with x? ===

@@ Line 250: / Line 250: @@
 * SD Ram
 : we always have some of this.  There are two different types we carry, PC 100 and PC 133.  Whatever we have is in the bins, and it's priced according to size.
-PC100/133 128 $3<br>
 * Rambus
 : This is the stuff in the case that has the extra cover.  Usually people won't want this, because it costs more, is less reliable, and is not necessarily more efficient or better in any way.  It's also known as RDRam, Dimm and So-Dimm (for laptops).   The pricing works like this:
 * Laptop Ram
 : The only Laptop Ram we have in in a box next to the hard drives.  It's very small, the largest being around 32mg.
 === '''Power Supplies''' ===