CODE OF BUSINESS CODUCT AND ETHICS

SALES AND MARKETING REPRESENTATIVE Link https://theoilpaintstore.com/content/19-sales-and-marketing-representative
ONLINE SALES Link:  https://theoilpaintstore.com/content/20-online-sales-officer
OPERATIONS OFFICER/TIME KEEPER  https://theoilpaintstore.com/content/21-operations-officer-time-keeper
DISPATCH & DELIVERY  https://theoilpaintstore.com/content/22-dispatch-delivery 
AUDITOR/ASSISTANT AUDITOR  https://theoilpaintstore.com/content/23-auditor
POINT DEDUCTIONS LIST https://theoilpaintstore.com/content/25-managers-duties-point-deduction-code

Professionalism

A.1.1 HOURS OF WORK AND PUNCTUALITY  The normal work week for The Oil Paint Store shall consist of six (6) days, eight (8) hour.  Ordinarily, work hours depends on the location or branch, including one hour break for lunch at 12-1pm and a 15 minutes break at the afternoon.
A.1.2 Punctuality and regular attendance are expected of all employees.  You must arrive at the store/work 10 minutes before the opening hour. Excessive absences and tardiness must be reported and will be subject to disciplinary action. Must remember that punctuality is a sign of professionalism and it helps you stand out as a reliable and trustworthy employee whether you belong in a small or big company.
A.1.2.a Coming late for work for more than 60 minutes (one hour), but less than two hours, or leaving office or place of work not on official mission or without permission for more than one (1) hour of any work period.
A.1.2.b When an employee comes to work past the start of his regular working time, he is considered tardy and he stands to suffer corresponding salary deduction as well as other forms of disciplinary action as indicated below.
* Tardiness of no more than seven (7) minutes shall not be considered for purposes of salary deduction, but will be noted down, however, in the employee personal file for purposes of evaluating overall efficiency.
*  Employees who have changed to their uniform or work clothes and punched in but failed to report in their respective work stations within five (5) minutes may be subjected to rule on loafing/loitering.
* Tardiness may be excused if such is incurred by an employee as a result of force majeure or any disruption of transportation facilities/ schedules that the employee could not have foreseen or prepared for.
A.1.2.c For purposes of salary deductions, the following schedule shall be applied:

Extent of tardiness               

. Late

8-15 mins 50% of hourly rate + 25%
Ex: 570/day divided 8 = 71.25
(35.62+ 25% = 44.53 Salary deduction)

16-30 mins 100% of hourly rate + 25%
Ex: 570/day divided 8 = 71.25
(71.25 + 25% = 89.06 salary deduction)

31-45 mins 150% of hourly rate + 25%
Ex: 570/day divided 8 = 71.25
(115.78 + 25% 144.72)

45 to 60 mins 200% of hourly rate + 25%
Ex: 570/day divided 8 = 71.25
( 142.50 + 25% 178.13)




control of time spent on specific activities and during work hours, especially to increase effectiveness, efficiency or productivity. Be mindful of the time you spend in some activities that is not important or communicate with other colleagues and offer what you can help or need to do. In this case you will be more efficient and there will be no wasted time.

A.1.4 Using your personal social media accounts and other social media applications, entertainments, games, texting and calls not work related during working hours is prohibited and subject for DA.
A.2.1 ATTENDANCE AND HOLIDAYS Attendance is a key factor in your job performance. Generally, no fixed list of holiday dates in the Philippines can be provided because some holidays are moveable. However, the Admin is tasked by law under the provisions to declare prior to their occurrence to finalize the specific date of their observance.
A.2.2 TOPS organized the List of Holidays yearly. We organized and segregate the list to maximize rest and work. Please coordinate with OM for your plan of duty and absence.
A.2.3 Christmas, New Year and other occasions leave of absence must be informed and approved by the board 6 months prior of absence.
A.2.3 Only 10 days leave of absence are allowed per year. (5 days with pay and no work no pay for the next succeeding days) only 10 days allowed per year. More than 10 days without good reason may subject to disciplinary action.
A.2.3.a. Leave with pay is only applicable for employee that have stayed more than 1 year of service.
A.2.4 In an event of health condition, problems or sickness. You must inform the OM and admin if you cannot make it hours prior to your time of duty.

 A.2.5 If you have an important matter to do. Inform your Manager at least 1- 2 days before. For Approval.

A.1.4 Cash Advance allowed Only between 15 days, sa araw ng hindi sahod. 1 (one) time.

Maximum of 2 with paliwanag. Not allowede 3 times. unless life and death emergency.


Work Relations, Customer Service and Care in General

B.1.1 WEARING OF UNIFORM The Oil Paint Store strives to maintain a workplace environment that functions well and is free from unnecessary distractions and annoyance. As part of that effort, the company requires employees to maintain a neat and clean appearance presentable to the customers. So it is required to wear the oil paint store uniform that is provided by the company during working hours
B.1.2 RESPECT When you are representing The Oil Paint Store you should behave appropriately.  Employees should present a professional image and you must respect everyone and that includes your employer, co-worker, supplier and the customers.
B.2.1 FRATERNIZATION POLICY OR NO DATING OF CO-WORKERS POLICY is implied. You must remember that the key to a fraternization policy is to minimize the impact of the things that can go wrong in the workplace while maximizing the powerfully positive aspects of employee relationships. 
B.2.2 You have to make sure that you set and manage boundaries properly. Occasionally, a friendship can start to impact your job, especially when you started a romantic relationship with your colleague, there is a tendency that he/she will monopolize your work. If that happens, be assertive about boundaries.
B.2.3 You must focus on your EL (Emotional Intelligence), this is your ability to recognize your own emotions and clearly understand the emotions and needs of others.
B.2.4 You must focus on being positive and it will strengthen your relationships with your colleagues.
B.3.1 You must treat your customers politely and assist them with full service inside the shop, online and even handing over delivery.
B.3.2 We at the TOPS serves our customers in FULL SERVICE as much as possible.

Handling payment receivables from the customers

C.1.1 Always count the change correctly, in front of the customer if paid by cash. When counting Change for Customers use the Old-Fashioned Way. Leave the payment in plain sight on top of the cash drawer or the counter. Verbalize the amount you received from the customer. Count the change out and give it back to the customer.
C.1.2 It’s your responsibility to inform the admin if the cash sales is already over Php 25,000 pesos and you are responsible in depositing it in The Oil Paint Store Bank account. payment receivables in physical store and online
C.1.3 When receiving Cheque payment, you must ask for approval from Operation Manager and/or Admin to receive cheque payment from customers, and all cheque name must be in correct information of dates, spelling with correct name payable to (TOPS Oil Paint Store).
C.1.4 Return item  must be check and speculate before replace/exchange. It should be selable with original packaging.


Privacy, Confidentiality and Security

D.1.1 Lock or secure confidential information at all times. Keep confidential documents inside our company’s premises unless it’s absolutely necessary to move them or asked by the admin
D.1.2 Shred confidential document when they’re no longer needed.
D.1.3 You should remember that proprietary information like pricing, marketing and other undisclosed strategies are confidential and valuable. Only disclose information to other employees when it’s necessary and authorized.
D.1.4 You should protect customer’s information, by not disclosing it to anyone, keep them safe.
D.1.5 You should not use confidential information for any personal benefit or profit
D.1.6 You should not disclose confidential information to anyone outside of our company. Including suppliers information, OR official receipts, products, and other details on where we purchase our products local and abroad.
D.1.7 You should not replicate confidential documents and files and store then on insecure devices like posting online or other public places.
D.1.8 The Oil Paint Store and supplier receipts is also confidential from customers and other person outside not listed from the group.
D.2.1 You must secure premises, TOPS property at all times and when leaving the area, specially your store, house and storage areas.
D.2.2 Do not leave TOPS property, products, documents unattended specially on public places. Store is considered public places.

Disciplinary Actions    LINK:  https://theoilpaintstore.com/content/18-code-of-conduct

E.1.1 DISIPLINARY ACTIONSare implied when failure to obliged the said policies of the company. Some circumstances may be serious enough that all three steps are not used.  Some examples of these types of situations are theft, assault or will full neglect of duty.  In all cases, documentation should be included in the employees personnel file. 
E.1.2 Discipline at The Oil Paint Store shall be progressive, depending on the nature of the problem.  Its purpose is to identify unsatisfactory performance and / or unacceptable behavior.  The stages may be:
               1st offense- Verbal reprimand (WARNING and Signing of waiver)
               2nd offense- Verbal reprimand or Penalty (WARNING and Signing of waiver)
               3rd offense- Penalty without Verbal reprimand
               4th offense- Written reprimand (Suspension)
               5th offense- Dismissal (Termination)
E.1.3 When you stop working for our company, you are obliged to return any confidential files and delete them from your personal devices.
E.1.4 When you don’t respect our confidentiality policy, You will face disciplinary and, possibly, legal action.


Authorized Usage

F.1.1 Authorized Software of Emails, Messaging or Chat, Social Media and Telephone Numbers
a. Our websitre: www.theoilpaintstore.com
b. theoilpaintstore@yahoo.com
c. theoilpaintstore@gmail.com
d. Facebook page www.facebook.com/theoil.paintstore
e. Smartsupp- https://www.smartsupp.com/app/dashboard/
f. Instagram -https://www.instagram.com/theoilpaintstore/
g. TOPS (Lab) – 09053189948
h. TOPS Art Supplies -Sta. Cruz (Rhea) – 09192547118
i. TOPS MCS (Jervin) - +639952320628
j. TOPS Alimall (Rolen) – 094+74724926 
k. +63 (2) 7885932 Mobile Landline
l. +63 (2) 7406275 Landline Sta Cruz
m. +63 (2) 8211908 Landline MCS
n. +63 (2) 6680141 Mobile Landline (Daniel)
o. +63 (2) 2414051 Landline Alimall
F.1.2 Unauthorized use of software, emails, messaging, chat and social media is punishable by DA disciplinary actions.
F.1.3 You must not use this software after working hours.
F.1.4 You must use your account when using TOPS software, and must log out properly after use. You are not allowed to use other account as is punishable by DA.
F.1.5 You must log in the official viber group chat of TOPS at the start of the day.
F.1.6 All communications and flow of transactions related to your work must be communicated in group chat.
F.1.7 Be polite and answering through chat all the customers inquiries at full service.

F.2.1 Authorize Mode of Payments

a. BDO Account name: TOPS Oil Paint Store
    Account number: 1570306247
    Branch: BDO SM Sanlazaro
b. BPI Account name: TOPS Oil Paint Store
    Account number: 9760000334
    Branch: BPI San Lazaro Vertex one
c. G-Cash Account:
    Just type: {total_amount} space 4-digit PIN
    and send to: 28829053189948
d. LBC, Palawan pera padala and other money transfer must be send to
     Michelle Lim. Unless advice by admin to transfer to other member.
    Contact details: 09189048755
    note: for pick up at LBC Kaginhawaan, Pasig

F.2.2 Unauthorized mode of payments is punishable by DA disciplinary actions.
F.2.3 Transactions outside the system is punishable by Termination.

Customers Relation:

Customer relations is the process and manner by which a business develops, establishes, and maintains relationships with its customers. Businesses rise and fall through the support of their customer bases. Consequently, it is absolutely essential that you develop effective customer relations.

Take these seven steps to effectively strengthen your customer relationships:

1. Send greeting cards.
2. Keep lines of communication with customers open.
3. Know the stages of customer loyalty.
4. Provide customer support.
5. Ask for customer’s opinions.
6. Don’t overlook current customers in your marketing.
7. Adapt your business plan/model.

Here are five ways to build customer relationships and keep them coming back.

1. Communicate.
2. As a key to any good relationship, communication is an essential way to build customer relationships.
3. Exceed expectations.
4. Your customers expect great products or services from you.
5. Ask for feedback Connect, Show appreciation.

Here are five sales-oriented types of customers you will encounter.

1. Potential customer
2. New customer
3. Impulsive Customer
4. Discount customer
5. Loyal customer


Costumer relations strategy.

These employees manage and develop strategies for building relationships and aim to provide a consistent, positive experience to every customer. Customer relations executives motivate employees to deliver products and services that will enhance the customer’s interactions with the brand.


Why do we need costumers.

It helps teams to work on appropriate things and also focus solving problems that are faced by customers. Knowledge gained from customer service also helps the sales team reach their goals. Besides keeping the present customers loyal, great customer support inspires word of mouth publicity.

4 great ways to improve your customer satisfaction

1. Treat every customer as if they were a VIP.
2. Give every customer the same excellent treatment as you would like to receive yourself.
3. Keep measuring customer satisfaction. Know how you should survey your customers the right way
4. Keep an eye on what customers say about you on social media.

Here are tips for coping with a tense situation and hopefully resolving it to everyone’s satisfaction: (angry costumer)

1. Remain calm
2. Don’t take it personally
3. Use your best listening skills
4. Actively sympathize
5. Apologize gracefully
6. Find a solution
7.Take a few minutes on your own.


What Makes customer happy?
Customers are happy because their "Must Be" needs have been satisfied: "Must-be" needs include the “unspoken” yet expected, basic features or characteristics of a product or service These are not the elements of service that can necessarily increase satisfaction but without them the customer is left feeling .

Why is the customer so important.

A business can never place too much emphasis on its customers. The customer is the foundation of any business and success. ... Considering customer importance at all stages of the marketing process helps your company to ensure greater customer satisfaction and increase its long-term goal of repeat business.

How you treat your customer?
We’re not treated as a valued customer -- a guest -- to be respected, we’re a nuisance to be endured.
Treat Them Well: 5 Keys to Lasting Customer Service

1.Use the right term.
2. Anticipate needs.
3. Give respect.
4. Treat everyone like a VIP.
5. Show immediate action and solutions, not blame.

Is the customer always right?
The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction.

5 tips on responding to customer complaints:
1. Listen to the customer’s experience in its entirety
2. apologize
3. focus on the solution
4.don't rush the customer
5. find complaints before they find you.

How do you communicate with the customer?
Being able to communicate effectively with customers can lead to increased sales, repeat business and referrals.

4 Simple Ways to Communicate Better With Your Customers
1. Nail the first impression.
2. Keep hold times to a minimum
3. Make customer service calls a priority.
4. Speak to your customers like real people. 


How to sell our products:

Sales are the lifeblood of every business. Whether you call it business development, account handling or client relationship management, the principles are the same. But there’s a fine line between success and failure. Follow these ten tips and improve your chances of closing any sale.

1. Research the customer. Find out all you can about their personal circumstances, for example their relationship status, family names and hobbies. Make sure you understand their position in their organizational hierarchy and how their business works (in terms of how decisions are made and who sanctions them). Keep notes on their company: read their website, their annual report and their trade magazines. Follow them on LinkedIn and Twitter. Make it your business to find out all you can about their business.

2. Research your products. Every business owner should be well versed in all of the features and benefits of what they’re offering. Blindingly obvious? You’d think so. But if your business carries many different lines or services, then you may be missing that ‘killer benefit’ in one of them that will seal the deal, if you aren’t fully aware of what’s available. That includes knowing the specifics of availability, delivery dates, repairs and your aftercare service, so you can answer any queries on these aspects. You also need to know about competitor offerings, so you can set your product or service in context.

3. Research the past relationship. You should know the complete history of the relationship between your company and the customer’s organization. That includes what they have ordered in the past. Know your facts about any challenges or issues that may have arisen and how they were resolved. Using a CRM system to keep track of your previous sales pipeline can help immensely.

4. Set a clear – but flexible – objective. Meeting a customer without an objective is like doing your week’s shopping without a list: you’re just wandering around hoping for inspiration! Your objective is not just to create a rapport with the customer, it is to sell. But you’ll need fall back objectives too, so prepare some alternatives. For example, settle for a smaller order or even leave a product on sale or return. Your objectives must be realistic. For high value items or services, your objective might be to persuade the customer to undertake a cost-benefit study on your solution.

5. Probe for other customers for your product. When you’ve exhausted a product’s possibilities with one customer, ask them for leads to other people in their organization who might have a need for that product.

6. Probe for other products for your customer. If a customer starts to buy fewer products from you, always check to ensure you understand the reason why. It may be that their policies have changed. Find out what is different. It might be possible for you to sell one or more of your company’s other products, to help them meet their new requirements.

7. When you’re with your customer, ask open questions that get beneath the surface. One of the worst things you can do in selling is to simply launch into your ‘patter’ without tailoring your offering to the customer’s needs. We all know that people don’t buy features, they buy benefits, but sometimes we can forget to look at what we’re selling through the customer’s eyes. Open up a dialogue with the customer, make sure you understand their needs, then relate your product to those needs and sell the benefits.

8. Keep control of the meeting. Be careful with a customer who tries to put you on the back foot by asking lots of questions. Remember, you can answer a question with a question (why is that important to you?). Try to uncover what is behind their queries and get to the root of their needs.

9. Overcome their objections. There are few certainties in sales but one thing you can bet on is that customers will have objections. The best advice here is that you should never take objections personally. The customer is not objecting to you; they’re usually objecting either to their need or to some aspect of your product. Once you understand that, it’s easier to put their objection into context. The trick is to probe until you understand their specific objection (and often it will really come down to just the one thing). So identify and articulate that specific issue, then put it in perspective and give your counter argument.

10. Ask for the business. Closing the sale should be pain-free and simple, not gimmicky or complex. If you haven’t unearthed all of the client’s unspoken objections, if the benefits aren’t necessarily relevant to the client, then the close will need to overcome this – you may still make the sale, but you’ll be doing it the hard way and with more uncertainty. Finally, once you’ve got the sale, stop talking. Less experienced salespeople can sometimes talk the customer into changing their minds after they’ve agreed to buy. Never make that mistake.

These tips may seem obvious but, in the real world, even experienced salespeople can forget to apply them. Keep these fundamental points in mind and improve your chances of success.


How to behave during working hours.

1. Be of great character. Carry yourself with decency and integrity.
2. Master several skills that make you the go-to-person on your team for these skills.
3. Don’t be afraid to learn new skills.  
4. Share your knowledge with peers if they express interest. 
5. Be reliable and dependable. Come to work on time, arrive on time and prepared for meetings, and deliver quality work product by deadline.
6. Maintain a positive attitude and inspire those around you. 
7. Take ownership. If you screw up, admit it and fix it if you can. If you can’t, find someone who can.
8. Be proactive. If you see a need, fill it. If you see a challenge or opportunity coming down the pike, address it.
9. Be diligent. As stated in item #5, above, deliver the best work product you can on deadline. The quality of your work speaks volumes about you.  
10. Exercise self-discipline.  Be sure you are up to your professional best during working hours, and leave your personal life outside of the office whenever possible.
11. Exude dedication: to quality; to use of resources in the smartest way possible; to professional growth and development; and most of all, to your company.
12. Put the mission first. Always. It’s not about you or your ego; you are there to work toward completing the mission, whether it is the mission for this particular job or the company’s overall mission.
13. Understand important data that defines success in your role. Whether it’s Return on Investment, or Earnings per Share or Turnover Rate or another data point.
14. Be an efficiency tightwad. Identify ways to save the company money, time and other resources. Then share them with your supervisor.
15. Pitch in – even when a task is not in your job description but needs to get done because it’s crunch time for your team. If a supervisor asks, just pitch in and get it done.  It’s all about team work and you never know when you are going to need the help!
16. Don’t whine about problems. Identify opportunities and challenges, and offer solutions, too! 17. Don’t be afraid to advocate an alternative position. Just be sure you can back it up with a reasoned argument, while keeping your ego in check. Refer back to item #12.
18. Dedicate yourself to transparency and have nothing to hide.
19. Be organized.  Know what you’ve got and where it is located. That way, you won’t lose valuable time because something fell through the cracks.
20. Communicate clearly and concisely.  Deliver the facts in as few words as necessary to get the message across.

Communication Policy: 

  • Headset and Airphone Usage
    Do not use headsets or earphones during working hours to ensure clear communication with colleagues, except for auditing purposes.

  • Music Policy
    Loud music during working hours is prohibited.


Company Policy Guidelines

  1. Company Phone Usage
    Do not use the company phone for personal agendas.

  2. Company Car Usage
    Do not use the company car for personal purposes without permission from the owner.

  3. Store Number Transactions
    Do not use the store number for transactions unrelated to work.

  4. Gcash Registration
    Do not use the store number for your personal Gcash registration.

  5. Shopee Account Usage
    Do not use the Shopee account for personal orders; it is for store use only.

  6. Payment Methods
    Do not use your personal bank account, Gcash, or other online payment methods for store transactions.

  7. Personal Phone Number
    Do not use your personal phone number for communicating or transacting with customers, except for delivery riders for delivery purposes.

Vacation Leave and Point Deduction Policy

A. Vacation Leave Application

  1. All vacation leave requests must be submitted in writing (letter/form) 3 months prior to the intended date.
  2. Requests must be approved by the Head.
  3. Non-approval will result in being considered AWOL (Absent Without Leave).

Point Deductions

  • 4 points: For daily attendance/written report failure.
  • 5 points: For suspension.
  • 3 points: For absence without leave (including any reason such as illness, hangover, etc.).

B. Leave Allowance

  • Allowed vacation leave and sick leave, including absences, is limited to 12 days per year.
  • If an absence exceeds 12 days, you will not receive 5 days of leave with pay.