Customer service

Customers are warmly greeted within 15 seconds of entering the store; team member stops whatever task 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 thay 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 customers needs.

Team members attempt to surprise and inform just looking customers.

Customers not left alone to wonder the shoe wall by themselves; team members stay within 15 feet of customer.

Team members never leave the backroom without a minimum of 2 shoesin their hand(I.E. upsize and/ or adopt-a-shoe programs being followed).

Team members offer apperal and equipment customers a minimum of two product choices.

Team members attempt to cross- sell or 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 2 complementary add-ons to each shoe/ equipment / apparel item they sale

Team member offer a minimum of 3 complementary add-ons to each shoe/ equipment/ apparel item they sale.

Team members offer a minimum of 4 complimentary add-ons to each shoe/ equipment/ apparel item they sale.

Team members offer a minimum of 5 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 storeif 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 knowledgeable 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 used.

Cashier mentions sales, promotions and/ or clearance racks to all customera

Cashier uses 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 shopping at Hibbett Sports" whether they purchased anything or not.

Individual IPS stats poasted in the employee area so all can see to create awareness.

Stores IPS report is posted from previous week and store IPS is 1.95% or higher .

Store's RPS report is posted from previous week and store RPS is 58.13 or higher quarter to date.

Store FAR report is posted from previous week and is 1.83 or lower quarter to date.

Stores minimum compliance retail education score is 100%.

Stores footware sales to ten seconds sales ratio is 5.00 or lower for the day.

The head xoaxh has completed all necessary retail education requirements and their KPI tracker is up to date

The assistant coaches/ coach in training have completed all necessary retail education requirements and their KPI tracker is up to date

All other team members have completed all necessary retail education requirements and their KPI tracker is up to date.

Monthly HTV meetings are being held on the second full weekend of each month. HTV quizzes are completed in each team members 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 is merchadised with the latest, hottest product according to visual direction. I.E. windows, store front entrance,nesting tables,drive isles, register area,etc.

Sales floor has definate departments and a " concept shop" has been created per latest visual direction.

Seasonal holiday/ event direction set up. I.E. monthly visual, fathers day, etc.

Window signage per direction or unless directed by DM for a specific market.

Shoe tables are stocked per latest visual direction or with $69.99 and under clearance footwear .( only exceptions would be in AP guidelines)

All clearance/ POS set ups are completed, organized and signed correctly. Chexk manifest or check most likely items.

Wooden fixtures are utilized for latest, hottest product cross merchandised with shoes, caps, socks, and accessories, etc... To maximize IPS.

All clearance accessories/ hardgoods items are pulled off the wall or fixture and organized so customer can identify " bargain price".

Accessorie pad area is set up per latest visual direction.

Register area/ cashwrap merchandised with key add-on, quick pick up item. Counter should not be used as a "catch all" for items that there is no where to merchandise.

Deas space in store utilized for stacked items. I.E. ends of shoe benches, wimdows, infront of cashwrap.

Merchandise reports have been reviewed and areas of opportunity identified.

Merchandise needs communicated to 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.