IMPACT Observations

• Store #

• Conducted on

  Date

Initiate Greeting

• Using situational or personalized greetings.

  Yes

  No

  N/A

• Cashiers greeting customers.

  Yes

  No

  N/A

Make Assessment

• Asking questions to determine reason for visit & understand scope of project.

  Yes

  No

  N/A

Provide Solutions

• Walking customers to product.

  Yes

  No

  N/A

• Helping customers find the right specific product.

  Yes

  No

  N/A

• Services mentioned if appropriate (delivery, install).

  Yes

  No

  N/A

• Alternatives suggested for out of stock items (lowes.com, ATG, SOS).

  Yes

  No

  N/A

Add Value

• Solutions offered for needs beyond this visit (mylowes).

  Yes

  No

  N/A

• Cashiers offering to scan mylowes at checkout.

  Yes

  No

  N/A

Close for Next Steps

• Asking for the sale.

  Yes

  No

  N/A

• Affirming the customers buying decision.

  Yes

  No

  N/A

• Resolving any customer concerns with the purchase.

  Yes

  No

  N/A

• Capturing the lead if customer not purchasing now.

  Yes

  No

  N/A

Thank the Customer

• Thanking the customer or inviting them back.

  Yes

  No

  N/A

• Cashiers thanking the customer or inviting them back.

  Yes

  No

  N/A