Culture Of Service And Selling 8.9.13 Rating

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Customer Service Skill Evaluation

Customers are warmly greeted within 15 seconds of entering the store; team members stop whatever tasks they are working on and attend to the customer.
Team members do not use common, close-ended questions (i.e. Can I help you?) when opening the sale. Team members interact with customers by using questions that encourage conversation (i.e. Hello, what brings you in today?).
Team members ask a minimum of three questions of each customer in an attempt to determine the customer's needs.
Team members attempt to "Surprise and Inform" just looking customers.

Customers not left alone to wander the shoe wall by themselves; team members stay within 15 feet of customer.
Team members never leave the backroom without a minimum of two shoes in their hands (i.e. Upsized and/or Adopt A Shoe Programs being followed).
Team members offer apparel and equipment customers a minimum of two product choices.
Team members attempt to cross-sale and SWAT to comparable items if the item requested is out of stock.
Team members regularly respond to and attempt to overcome objections customers may have regarding offered merchandise.
Team members offer a minimum of two complimentary add ons to each shoe/equipment/apparel item they sale.
Team members offer a minimum of three complimentary add ons to each shoe/equipment/apparel item they sale.
Team members offer a minimum of four complimentary add ons to each shoe/equipment/apparel item they sale.
Team members offer a minimum of two complimentary add ons to each shoe/equipment/apparel item they sale.

Staffing-correct number of employees on staff and scheduled properly within budgeted hours to maximize sales.
Lopsided focus on service-not tasks.
Team members are following the red zone rule-team members stay no more than 10-15 feet from the front of the store if no customers are in the store and there are no projects to complete.
Sales and promotions in the store are mentioned regularly to customers and employees are knowledgable about the sale's specifics.
Team members are following the No Fly Zone rule-no team members at the cash register unless a register function is being performed.

Cashiers mention sales, promotions, and/or clearance racks to all customers.
Cashiers use the MVP Preferred Customer Program each time a sale is made; attempts are made regularly to add new customers to the program.
Customers are told, "Thank you for shipping at Hibbett Sports" whether they purchase anything or not.

Individual IPS stats posted in the employee area so all can see to create awareness.
Store's IPS report is posted from previous week and store IPS is 1.941 or higher QTD.
Store's RPS report is posted from previous week and store RPS is $54.68 or higher QTD.
Store's FAR report is posted from previous week and store FAR is 1.881 or lower QTD.
Store's minimum compliance retail education scorecard is 100%.
Store's footwear sales to Sof Sole sales ratio is 5.00 or lower for the day.

The HC has completed all necessary retail education requirements and their KBI tracker is up to date.
The ACs/CITs have completed all necessary retail education requirements and their KBI tracker is up to date.
All other team members have completed all necessary retail education requirements and their KBI trackers are up to date.
Monthly HTV meetings are being held on the second full weekend of each month. HTV quizzes are completed in each team member's Scouting Report, and are graded and corrected (if necessary).
Team member performance updates from monthly HTV meetings are completed and mailed to the DSM after each HTV meeting.

Key areas of the store are merchandised with the latest, hottest product according to visual direction. i.e. windows, store front entrance, nesting tables, drive aisles, register area, etc.
Sales floor has definite departments and "concept shop" has been created per latest visual direction.
Seasonal holiday/event direction set up. i.e. monthly visual, Father's Day, etc.
Window signage per direction or unless directed by DSM for a specific market.
Shoe tables are stocked per latest visual direction or with $69.99 and under clearance footwear. (Only exception would be in AP guidelines.)
All clearance/POS set ups are completed, organized and signed correctly. Check manifest or price check most likely items.
Wooden fixtures are utilized for latest, hottest product and cross merchandised with shoes, caps, socks, and accessories, etc...to maximize IPS where applicable.
All clearance accessories/hard goods items are pulled off the wall or fixtures are organized so customers can identify "bargain price."
Accessory pad area is set up per latest visual direction.
Register area/cash-n-wrap merchandised with key add-on, quick pick up items. Counter should not be used as a "catch-all" for items that there is no where else to merchandise.

Merchandise reports have been reviewed and areas of opportunity identified.
Merchandise needs communicated to the DSM on weekly basis.
Merchandise to transfer in/out identified to help sales.
Merchandise mix evaluated for market. i.e. Does store need tech running, urban apparel, etc.