9.1 Customer Facing Product Displays Standard Operating Procedure (SOP) Version: V2 Effective Date: October 2025 Review Date: October 2026 Applies to: All Little Coffee Bean Co locations Purpose This SOP establishes the standard procedures for product facing and display maintenance to ensure consistent visual presentation, maximize customer satisfaction, increase sales, and maintain brand standards across all Little Coffee Bean Co locations. Facing is a priority for Little Coffee Bean Co and is critical to creating a professional, organized store environment. Scope This procedure applies to all staff members at fixed shop locations and mobile Tuk Tuk units. Every member of the team is responsible for facing as they walk around the store. What is Facing? Facing is the act of bringing products to the front of the shelf and ensuring their labels face forward. It is also known as: Fronting Zoning Blocking Straightening Leveling Facing is a continuous, ongoing process that creates a professional, organized store environment that tells customers: “We’re ready for you.” Why Facing is Important Customer Experience Research shows that 70% of shoppers experience negative reactions to disorganized products and empty or broken shelves, with more than half leaving without purchasing anything. Sales Impact Empty Shelves: 20% of consumers delay purchases, 10% buy elsewhere Product Visibility: Customers can’t buy what they can’t see Brand Consistency: Professional appearance builds customer confidence Benefits of Regular Facing Organized Appearance: Store looks well-stocked, clean, and professional Easy Product Location: Customers find products intuitively without bending or reaching Complete Assortment Visibility: New customers see full product range Effortless Shopping: Existing customers find favorites quickly Increased Sales: Visible products = more purchases Brand Reputation: Reflects company commitment to quality and service Facing Standards Core Principles 1. Label Facing All product labels must face forward (toward customer) No products should be turned sideways or backward Labels must be clearly visible and readable 2. Depth Positioning Pull all products to the front of the shelf Remove gaps between products and shelf edge Create a uniform, neat appearance across entire shelf 3. Vertical Alignment Stack products neatly and evenly Align products in straight lines Ensure no products are tilted or leaning 4. Consistency Maintain uniform spacing between products Group similar products together Keep displays organized by product type or category 5. Cleanliness Wipe down shelves and products during facing Remove dust, spills, or debris Clean product labels if dirty or obscured Facing Procedures Daily Opening Facing (Before Service) Time Required: 15-30 minutes (depending on store size) Procedure: Start at the entrance and work systematically through the store Begin at eye level and work both up and down Pull all products to the front of each shelf Ensure all labels face forward Wipe down shelves and remove any debris Check for expired or damaged products Fill any gaps by consolidating products Verify all price labels are visible and accurate Complete opening checklist and sign off Focus Areas: Counter displays (Zones A-D) Display fridge (all shelves) Retail product shelves Grab-and-go food displays Promotional displays Hourly Maintenance Facing (Throughout Service) Frequency: Every hour during service, or more frequently during peak times Quick Facing Checklist: [ ] Face all products on counter displays [ ] Face fridge products (pull forward, labels out) [ ] Face retail product shelves [ ] Face grab-and-go food displays [ ] Remove empty spaces or consolidate products [ ] Wipe down counter surfaces [ ] Check for spills or debris [ ] Verify price labels are visible Time Required: 5-10 minutes per session End of Day Facing (After Service) Procedure: Conduct final facing pass through entire store Pull all products to front of shelves Ensure all labels face forward Remove any damaged or expired products Wipe down all display surfaces Consolidate products to minimize gaps Prepare store for next day’s opening Record any issues or restocking needs Time Required: 10-15 minutes Facing During Busy Periods Strategy for High-Traffic Times Peak Hours: 11am-2pm, 3pm-5pm Procedure: Assign one staff member to continuous facing duties Focus on high-traffic areas first (counter, fridge, grab-and-go) Perform quick facing passes every 15-20 minutes Prioritize visible, customer-facing areas Address customer requests immediately Note areas needing restocking for later Goal: Maintain professional appearance despite high customer traffic Facing During Slow Periods Strategy for Low-Traffic Times Quiet Times: Early morning, late evening, mid-afternoon gaps Procedure: Conduct comprehensive facing of entire store Deep clean shelves and displays Reorganize products for optimal presentation Restock low items Update price labels and signage Address any maintenance issues Prepare displays for upcoming peak times Goal: Use quiet time to ensure store is perfectly presented for next customer rush Product-Specific Facing Guidelines Counter Displays (Zones A-D) Face products every 30 minutes during service Ensure tiered displays are neat and organized Pull forward all grab-and-go items Maintain allergen label visibility Consolidate empty spaces immediately Display Fridge Face products every hour during service Pull all items to front of shelf Ensure labels face forward Maintain 2-3 units deep maximum Wipe down glass and shelves regularly Retail Product Shelves Face products hourly during service Maintain vertical alignment Group similar products together Ensure price labels are visible Remove any damaged or expired items Grab-and-Go Food Display Face products every 30 minutes Rotate using FIFO method Maintain allergen label visibility Remove expired items immediately Keep display looking full and attractive Quality Standards What Facing Should Look Like ✅ All product labels face forward ✅ Products pulled to front of shelf ✅ Even spacing between products ✅ Shelves look full and organized ✅ No gaps or empty spaces ✅ Clean, dust-free surfaces ✅ Proper vertical alignment ✅ Price labels clearly visible What Facing Should NOT Look Like ❌ Products turned sideways or backward ❌ Products deep in the shelf ❌ Uneven or haphazard spacing ❌ Empty or half-empty looking shelves ❌ Visible gaps between products ❌ Dusty or dirty surfaces ❌ Tilted or leaning products ❌ Hidden or obscured price labels Manager Responsibilities Daily Oversight Inspect store facing during opening Conduct spot checks throughout the day Address non-compliance immediately Provide coaching to staff on facing

9.2 Counter Planogram Standard Operating Procedure (SOP) Version: V2 Effective Date: October 2025 Review Date: October 2026 Applies to: All Little Coffee Bean Co locations Purpose This SOP establishes the standard counter planogram layout to ensure consistent product placement, maximize sales, optimize customer flow, and maintain brand standards across all Little Coffee Bean Co locations. Scope This procedure applies to all staff responsible for counter setup, product displays, and merchandising at fixed shop locations and mobile Tuk Tuk units. Counter Layout Principles 1. Customer Journey Flow Left to Right: Customers naturally scan from left to right Eye Level is Buy Level: Place high-margin items at eye level (140-160cm height) Impulse Zone: Position grab-and-go items near the till point Clear Sightlines: Ensure customers can see all products without obstruction 2. Product Zones Zone A: Point of Sale (Till Area) Position: Immediately adjacent to the till Products: Loyalty cards and promotional materials Small impulse items (chocolate bars, biscuits) Branded merchandise (reusable cups, coffee beans) Payment terminal and receipt printer Height: Counter level (90-100cm) Zone B: Grab-and-Go Food Display Position: Left side of counter (customer’s right when ordering) Products: Packaged sandwiches (front row) Muffins and pastries (middle row) Breakfast items (back row) All items clearly labeled with allergen information Height: Counter level with tiered display (90-120cm) Display Requirements: Use tiered display stands for visibility Rotate products using FIFO (First In, First Out) Maximum 2 rows deep to prevent hidden products Maintain 2cm spacing between items Zone C: Beverage Add-Ons Position: Center of counter, near coffee machine Products: Syrups and flavor shots (visible bottles) Alternative milk options (oat, soya, almond) Extra shot cards or menu boards Seasonal specials signage Height: Eye level (140-160cm) on wall-mounted shelves or standing displays Zone D: Retail Products Position: Right side of counter (customer’s left when ordering) Products: Packaged coffee beans (250g, 500g, 1kg) Reusable cups and travel mugs Little Coffee Bean Co branded merchandise Gift cards and vouchers Height: Multi-level display (90-160cm) Product Placement Rules High-Margin Items Position at eye level (140-160cm) Examples: Specialty drinks, premium coffee beans, branded merchandise High-Volume Items Position at waist level (90-110cm) for easy access Examples: Sandwiches, muffins, popular pastries Impulse Items Position near till point within arm’s reach Examples: Chocolate bars, biscuits, small snacks Seasonal Items Rotate into prime positions (eye level, front of display) Use promotional signage to highlight Examples: Summer iced drinks, winter hot chocolate specials Display Standards Visual Merchandising Facing: All product labels face forward Grouping: Group similar items together (all sandwiches, all muffins) Color Coordination: Arrange products by color for visual appeal Signage: Clear, branded price tags and product descriptions Cleanliness: Wipe down displays every 2 hours during service Stock Levels Minimum Display: Each product must have at least 2 units visible Maximum Display: No more than 6 units of the same product on display Replenishment: Restock displays every hour during peak times FIFO Rotation: Always place new stock behind existing stock Allergen Compliance All prepacked food items must display allergen labels (Natasha’s Law) Labels must be clearly visible to customers Staff must be able to answer allergen questions immediately Counter Setup Procedure Daily Opening Setup (Before Service) Clean all counter surfaces with sanitizer Set up tiered display stands in Zone B Stock grab-and-go food items (sandwiches, muffins, pastries) Arrange retail products in Zone D Position impulse items near till in Zone A Check all product labels are facing forward Ensure all allergen labels are visible and compliant Place promotional materials and loyalty cards at till point Verify all products are within use-by dates Complete opening checklist and sign off Hourly Maintenance Face all products (pull forward, labels facing out) Remove empty spaces or consolidate products Wipe down counter surfaces Check and replenish stock levels Rotate products using FIFO method End of Day Procedure Remove all food items and store appropriately Clean and sanitize all display surfaces Cover or store retail products securely Record any damaged or expired products Prepare counter for next day’s opening Mobile Tuk Tuk Adaptations For mobile units with limited counter space: Compact Zones: Combine Zones B and D into a single multi-purpose display Vertical Displays: Use wall-mounted or hanging displays to maximize space Rotating Stock: Focus on 3-5 best-selling grab-and-go items only Simplified Layout: Prioritize impulse items and high-margin products Quality Checks Manager Responsibilities Inspect counter layout daily during opening and closing Verify compliance with planogram standards Photograph counter setup weekly for consistency review Compare layouts across locations monthly Address non-compliance immediately Mystery Shopper Criteria Counter cleanliness and organization Product visibility and accessibility Allergen label compliance Staff knowledge of product placement Overall visual appeal and brand consistency Training Requirements All staff must: Complete counter setup training during induction Demonstrate competency in planogram setup within first week Understand FIFO rotation and stock management Know allergen labeling requirements Participate in monthly refresher training Key Performance Indicators (KPIs) Grab-and-Go Sales: Track daily sales of counter display items Impulse Purchase Rate: Measure percentage of transactions including impulse items Stock Waste: Monitor expired or damaged products removed from display Customer Feedback: Review comments on product availability and display Health & Safety Notes Never overload displays (risk of items falling) Ensure displays do not obstruct emergency exits or customer flow Keep counter surfaces clear of clutter and trip hazards Store heavy items on lower shelves to prevent injury Use non-slip mats under display stands References UK Food Standards Agency: Food Labelling and Allergen Guidance Natasha’s Law (PPDS Requirements) Retail Merchandising Best Practices (British Retail Consortium) Little Coffee Bean Co Brand Guidelines Document Control Prepared by: Little Coffee Bean Co Operations Team Approved by: Company Director Next Review: October 2026 For questions or clarifications, contact your Store Manager or Area Manager.