Foot Locker CX Audit

• Site conducted

• Conducted on

  Date

• Prepared by

• Location
  Address

• Morning huddle

  Yes

  No

  N/A

• Afternoon huddle

  Yes

  No

  N/A

Uniform standards

• Are Uniform Standards adhered by all

  Yes

  No

  N/A

Grooming

• Neutral Make up for Women

  Yes

  No

  N/A

• Fixed / Styled Hair

  Yes

  No

  N/A

• Clean Nails

  Yes

  No

  N/A

• Are radio devices being used

  Yes

  No

  N/A

• Are MPOS devices being used

  Yes

  No

  N/A

• Does eveyone has PDT Device

  Yes

  No

  N/A

FUELING HIGH ENERGY

• Greets every customer that enters the store

  Yes

  No

  N/A

• Demonstrates positive body language through smiling, eye contact, proper posture

  Yes

  No

  N/A

• Proactive, approaches each customer interaction with high energy

  Yes

  No

  N/A

• Provides a positive experience to multiple customers

  Yes

  No

  N/A

• Interacts with co-stripers and managers with positive energy

  Yes

  No

  N/A

CREATES CONNECTION

• Highlights exciting products, campaigns, activations for the customer to experience, latest promotions/drops, raffle announcements

  Yes

  No

  N/A

• Respects and prioritizes the customers

  Yes

  No

  N/A

• Observes customer's style and adjusting to their needs

  Yes

  No

  N/A

• Have personalized conversations with customers (collections you like, etc.)

  Yes

  No

  N/A

• Asks open-ended questions to get to know the customer

  Yes

  No

  N/A

EXCITE WITH STORIES

• Uses storytelling style while providing insights and details on collections

  Yes

  No

  N/A

• Inspire the customer with insights on influencers, socmed campaigns, product history

  Yes

  No

  N/A

• Uses the "try on" experience with the customer while continuing the conversation with them

  Yes

  No

  N/A

• Present solutions to customers - highlights in-store and online ordering

  Yes

  No

  N/A

• Shares products that match the customer's style and preference

  Yes

  No

  N/A

BUILD LOYALTY

• Compliments customer's selection

  Yes

  No

  N/A

• Handles returns respectfully

  Yes

  No

  N/A

• Finalizes the customer experience with a positive message whether they made a purchase or not

  Yes

  No

  N/A

• Quick response time to customer order - not more than 3 minutes for every transaction

  Yes

  No

  N/A

• Give name, thank them and invite them back to the store

  Yes

  No

  N/A

HANDLING MULTIPLE CUSTOMERS

• Shows alertness and awareness of surrounding customers.

  Yes

  No

  N/A

• <br>Greeting consistently. No customer is neglected or ignored.

  Yes

  No

  N/A

• Guides and gives the customer something to check out or try on before shifting to another customer

  Yes

  No

  N/A

• Go to another customer to assist - "check out" or "try on"

  Yes

  No

  N/A

• Gets back to the first customer within the timeframe provided

  Yes

  No

  N/A

HANDLING OBJECTION

• Shows grace under pressure

  Yes

  No

  N/A

• Acknowledges the customer's concern

  Yes

  No

  N/A

• Ask specific questions to better understand the situation

  Yes

  No

  N/A

• Repeat the concern to the customer and what they need to check if understood correctly

  Yes

  No

  N/A

• Recommend the right product. Look for a solution

  Yes

  No

  N/A

• Store Chant is consistent

  Yes

  No

  N/A

• store chant is energetic and lively

  Yes

  No

  N/A

• Is BB updated

  Yes

  No

  N/A

• CX Focus is implemented

  Yes

  No

  N/A

• Is there an Atmosphere Manager

  Yes

  No

  N/A

• Is the Atmos Manager engaging, full of energy

  Yes

  No

  N/A

• Proper use of Locker

  Yes

  No

  N/A

• Music is not too soft or not too loud

  Yes

  No

  N/A

• Interactives working ( Selfie Mirror/ BB Arcade)

  Yes

  No

  N/A