Military Exchange Price Match Policies

[PMFan]

PROVIDED IN AN EMAIL TO ME FROM PAT COOPER, MARCH 2006

Subject: We'll Match It! UPDATE

PURPOSE: Provide Updated Guidance on Price Matching Local Competitors

APPLICABILITY: Worldwide Retail Facilities
Exchange Catalog
Exchange Online Store aafes.com


WE’LL MATCH IT! Update

Optimizing customer service is an important part of the AAFES Balance Scorecard. The We’ll Match It! Program is a part of the AAFES VALUE Story and is used to focus on customer satisfaction and the value of shopping with AAFES. Listed below are the features of the program. This program improvement will help us achieve the critical success factors identified on our balanced scorecardEnhancing the Shopping Experience which promotes Lifelong Value and Service. A new sign kit should be in stores by mid-May.


BX/PX Retail Program

1. AAFES retail stores will match a local competitor's current price on any identical stock assortment item for the customer who makes the price challenge. "Identical" is defined as: same brand, same manufacturer, and same model number. For softlines, an identical item has to be the same size, color, brand and style. Though advertised most heavily in main stores, it is important to remember that our We’ll Match It! policy applies to all AAFES retail stores, to include Shoppettes, Class Six, Car Care, and troop stores.

2. AAFES retail stores worldwide will accept oral price challenges (based on the customer's word) on identical stock assortment items from local competitors. Price differences up to $10 will be honored on the spot. A local competitor is defined as a retailer doing business in the community where the exchange is located. This includes Navy and Marine exchanges.

3. AAFES retail stores worldwide have a 30-Day Price Guarantee on any item originally purchased from AAFES and subsequently sold at a lower price by AAFES, or any local competitor.

4. AAFES retail stores worldwide will not accept price match challenges from any outside retail catalog or outside internet site.

5. AAFES retail stores worldwide will match pricing on identical items found in the Exchange Catalog or aafes.com. with the exception of the following categories: fine jewelry, collectible giftware, crystal and closeouts. In addition, Special Orders and CentricMall.com are excluded.

There are two types of price challenges:

1. Regular - To get a reduced price, a customer must bring in a current competitor's ad. If the customer making the challenge does not have such an ad, verify the price by getting the ad or calling the competitor. A "local competitor's current ad" is defined as an ad which clearly shows inclusive current dates and is sponsored by a retailer doing business in the community where the exchange is located. This includes Navy and Marine exchanges, plus other AAFES exchanges which may have developed their own local promotion fliers.

2. Oral - A customer may tell us they know our price is higher than a competitor's. We will accept their word and charge the lower price up to a difference of $10. This will be approved immediately by the cashier-checker or sales associate. No competitor's ad or any other proof is required. Price challenges under $10 do not require supervisor or managerial approval. Price challenges over $10 should have such approval before being given.


PROGRAM EXCEPTIONS (PX/BX Retail, Exchange Catalog and aafes.com)

1. AAFES BX/PX Retail, Exchange Catalog and aafes.com will not match prices on refurbished goods, gray market items, unauthorized dealers, and warehouse clubs.

2. AAFES BX/PX Retail, Exchange Catalog and aafes.com will not match Commissary, BXMart, PXMart, or CXMart prices.

3. Other exclusions include: bonus or free offers, clearance prices, and closeout prices. Exclusions also include special orders service contracts, automotive labor and services, special order automotive parts, installation, delivery, or assembly services. Other items include mail in rebates, instant “In-store” rebates, double and triple coupon offers, flat percentage off items, and gasoline.

4. In MCSS stores, official military clothing and accessories are excluded.

Together we can make this a successful and meaningful program for our customers!