Title Page
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Store
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Area Leader
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Store Leader
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Conducted on
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Location
TEAM/ LEADERSHIP/ FIRST IMPRESSIONS
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Assess the inspiration and energy levels of the morning meeting held by the Store Leader?
- Energetic, inspirational and informative.
- Average energy levels and not inspirational
- Poor
- N/A
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Check how well a sample of team members knows the Company Vision Statement?
- All members know the vision statement.
- Not all members know the vision statement.
- N/A
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Are all team members in the correct uniform with badges and can the leader provide proof that an order was done for any new team members?
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Is every team member aware of the store performance, their performance, and all promotions in the store?
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Are the front windows clean and implemented as per the VM brief, are banners correct and steamed where needed, and is all lighting in the windows working?
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Are the correct details, pricing, and template used for items displayed in the window?
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Are all mannequins dressed with the correct stock and as per the styling guide?
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Are the correct emergency details displayed on the window on the correct template?
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Assess the level of Learning bites training completion based on the feedback sent from Siya weekly.
CUSTOMER SERVICE
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Assess if every customer's journey starts with being greeted by a team member stationed at the front door and demonstrating product within 5 seconds from entering the store.
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Observe 1 sales interaction on the sales floor and rate the overall service levels (indicate the name of the team member assessed and if points are N/A they need to be marked).
- Was positive energy and body language displayed with genuine interest shown in the customer? (Make a friend before you make a sale)
- Were open-ended questions asked if needed to assess the customer's needs?
- Were Current markdowns/ promotions communicated?
- Were the Product benefits and features explained if needed to finalize the sale?
- Was "Pay Just Now" offered if there were objections to the cost of the purchase?
- Was added on products offered upon closing the sale?
- Were alternatives or Omni offered when out of stock of a wanted item?
- Was the customer thanked for their support and welcomed to return to the store in the future?
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Observe 1 interaction at the cash desk and rate the overall service level (indicate the name of the team member assessed and if points are N/A they need to be marked).
- Was the customer acknowledged in a friendly manner when they approached the till point?
- Was the interaction friendly, energetic, and efficient?
- Was the customer informed about "friends and family"?
- Were add-ons offered on the product purchased?
- Was the customer thanked for shopping with us and welcomed back to our store in the future?
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Assess the "Friends and Family" interaction from the team with the customer. (Only choose points that were observed during the interaction - leave points that were omitted blank).
- SALES INTERACTION: Does the team member attempt to upsell to existing F&F members by reminding them of the discount vouchers waiting for them at checkout/Explain the benefits of the F&F reward program again to customers that have not signed up yet?
- CHECKOUT: Does the cashier try to add items to the basket of existing F&F members and not just process the discount vouchers/ Explain the benefits of the F&F rewards program to customers that are not signed up yet?
- MARKETING: Is the F&F signage used in the store sufficient and correct as to inform customers of the program and benefits?
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Is the store leader completing one Dare selling or cashier evaluation per day?
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Are the Fitting rooms clean and merchandise-free (no security tags hidden behind the mirrors)?
- Fitting rooms and mirrors clean with no hangers/dust/clutter inside.
- Fitting rooms has hangers/dust/clutter inside.
- N/A
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Has the updated fitting room base camp been implemented with the “ring bell” signage?
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Is there a team member assigned to fitting room controls?
- Team member assisting the customer at the fitting room in a friendly and helpful manner.
- Team member assisting was not friendly and helpful.
- No team member available to assist the customer.
- N.A
STORE OPTIMIZATION
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Rate the level on which customers can interact with the equipment samples on the sales floor (Display out of box/ lights switched on?) Add notes and photos of optimizations identified.
- All samples of relevant items of equipment were displayed to have customers see and interact with the product.
- 1 to 2 Samples of relevant items of equipment were not displayed accordingly to have customers see and interact with the product.
- 3 and More samples of relevant items of equipment were not displayed accordingly to have customers see and interact with the product.
- N/A
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Assess if all equipment is displayed within headquarters, within categories, and within brands as per the VM HO COMMS.
- The VM Ignite was followed and Equipment headquarters was created in strategic sections of the store - within categories and brands with no examples identified as incorrect.
- The VM Ignite instruction was followed with regards to creating equipment strategic sections in of store but was not done within categories and brands.
- The VM Ignite instruction was not followed and equipment headquarters was not created correctly - more than 1 example was identified as incorrect.
- N/A
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Are front and secondary tables implemented as per the VM brief?
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Assess the level on which rails and fixtures have been aligned as not to obstruct customer flow in the store.
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Has the hanger quantity VM ignite document been implemented and adhered to in the store to have the product displayed on the sales floor but not overfilling fixtures (Pull and not Push model)?
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Check that all current promotions are implemented correctly in the store with the relevant marketing/ signage. Add notes and photos of issues and optimizations identified.
- All Promotions implemented
- Some Promotions not implemented
- N/A
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Are all display cabinet merchandise displayed by category with the features of the product shown and priced correctly with the correct font style and size on all displays?
- All products are displayed by category with features shown and priced correctly with consistent font disciplines.
- Average
- Poor.
- N.A
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Are backpacks/sleeping bags displays full, layout correct, and are all display units priced? (Has the new backpack VM Ignite document been followed?)
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Check that all stock in the cage has samples displayed in the cabinet and that all knives and tools that are hung on pegs also have samples displayed in the cabinet.
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Are footwear and sock walls full, priced correctly, and is the updated product/layout in place?
- Layout in place, Items priced correctly and the wall is full.
- The layout is correct but the wall is not full.
- The layout is correct and the wall is full but the pricing is incorrect.
- Layout not correct but wall is full and priced correctly.
- N/A
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Store lights working and set up correctly with follow-up from Store Leadership if not? (Note action taken by OPS to rectify any lighting issues).
- Working and setup correctly
- Not working with proof of follow up from Leadership
- Working but not set up correctly
- Not working with no proof of follow up from Leadership
- N/A
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Identify all maintenance issues in the store and assess the level that the leader is attending to or following up on issues with proof?
- All maintenance issues identified and if not completed there is proof of follow up.
- Some maintenance issues identified and proof of follow up done.
- Maintenance issues not identified and no proof of follow up.
- N/A
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Are the store aircons working set at optimal temperature?
- Yes
- Not working but with proof of follow up from the Leadership
- Not working with no proof of follow up from leadership
- N/A
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Assess the overall cleanliness and housekeeping of the store - is all surfaces clean and dust free?
- Dust was found on none of all samples checked.
- Dust was found on 1 to 3 of the samples checked.
- Dust was found on more than 3 of the samples checked.
- N/A
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Have all the points on the Daily Floor Walk Checklist been checked, ticked off, and signed off since the last store visit was conducted?
SNAKE/ IMPULSE UNIT AND POS AREA
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Rate the POS area implementation as per the VM Ignite layout
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Has the snake que implementation been completed as per the latest VM ignite communication?
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Assess the neatness and cleanliness of the POS area and check cupboards and drawers for clutter?
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Get the leadership of the store to perform a surprise cash up in your presence on one of the terminals and note findings
- The counted cash balances with the expected system total
- The counted cash does not balance with the expected system total.
- N/A
INANI STARTWELL FOUNDATION INITIATIVE
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Does all team members understand this initiative as to explain it to customers.
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Check that cashiers are promoting this initiative at checkout.
STOCK MANAGEMENT
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Assess the standards and cleanliness in the stockroom - must mirror the sales floor with regards to world-class standards, all departments to be kept separate, Flatpack floor ready, Footwear top to bottom/ left to right, Stock in boxes neat and floor ready, All VM elements sorted out and separated from stock, no redundant marketing elements?
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Is the OPC schedule up and does it reflect the actual staffing in the store upon the visit?
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Is a planogram for the store displayed in the back office indicating which team member is responsible for which department?
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PTG: Check to see if items on the sales floor that had been reduced are merchandised on separate rails, have the correct marketing/signage, and is kept within categories per arm so customers can identify the stock easily.
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Check a sample to see if all items that have been reduced have been marked with the correct "reduced" price stickers so customers can see the previous and current reduced price only.
- All items checked actioned correctly.
- 1 - 3 Items not actioned or actioned incorrectly.
- More than 3 items not actioned or actioned incorrectly.
- N/A
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Check if recent price adjustment instructions from HO have been actioned (HO COMMS instructional mails actioned).
- All price adjustments that was checked was actioned correctly.
- Out of all price adjustments checked - some was not actioned correctly.
- N/A
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Check if recent HO stock consolidations have been actioned (HO COMMS instructional mails actioned).
- All consolidation instructions that was checked was actioned.
- Out of all consolidation instructions checked - some was not actioned.
- N/A
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Check a sample of 20 items from the stockroom: Are they represented on the sales floor? (Take pictures of every item and use the draw function on IAUDITOR to indicate items not on the sales floor).
- All items checked was present on the sales floor.
- 2 - 3 Items not on the sales floor.
- 4 or more items of the sample checked from the stockroom were not found on the sales floor.
- N/A
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Has the store leadership submitted their daily replenishment checks on the group every day since the last store visit?
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Check a selection of 10 rails/ wall bays of apparel for size curving disciplines?
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Have all odd items (1 - 3 units of a style) been moved to the last of the best seller section and are these sections highlighted by the relevant signage?
- All styles with 1 - 3 items represented on the sales floor have been moved to the "Last of the best seller" department and signage that highlights the section have been placed up.
- 1 - 3 Styles with less than 3 items represented was found on the sales floor that was not moved to a highlighted "Last of the best seller" section.
- The "Last of the best seller" sections have not been created and more than 3 styles with less than 3 items represented was identified.
- N/A
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In cases where the store has excess marked down and odd items - has the Store/Ops leader communicated with Outlet stores/Planner/Other stores to move items around?
- Out of line stock issues was communicated.
- Out of line stock issues was not communicated.
- N/A
RISK
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Check a sample of 15 refund checks: Are the refund checks being done daily with physical and system stock indicated and signed off by leadership as checked?
- Refund checks are being conducted every day as per the mail from HO comms.
- Refund checks are not being done daily as per the HO comms instructional mail.
- N/A
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Physically check 3 refund transactions - Does the system S.O.H balance with the actual units in the store and make sure to report to Precious on these transactions.
- Physical count on items balances with system SOH reporting.
- Physical count of items does not balance with system SOH reporting
- N/A
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Has the administration standards been implemented with regards to admin filing?
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Assess the security tagging disciplines of the store?
- All items out of the sample checked were tagged with security tags.
- 1 to 3 Items out of the sample checked were not tagged with security tags.
- More than 3 items out of the sample checked were not tagged with security tags.
- N/A
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Has the tagging disciplines as indicated in the VM ignite instruction been implemented?
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Assess negative stock issues and the active management thereof by the store leadership?
- All issues identified on the XCUM reporting and leadership actively managing negative stock.
- Store has negative stock that has not been cleared but leadership aware and has valid reasons with action plan.
- No valid reasons on negative stock issues with no proof of active management.
- N/A
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Assess if weekly hazard counts are being conducted as per the count schedule and if losses are written off by leadership.
- Weekly hazard counts are being done and results on the latest Automated shrinkage report are accurate.
- Weekly hazard counts are not being conducted and the results on the latest Automated shrinkage report are not accurate.
- N/A
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Have all ladders been removed from the sales floor when not actively in use?
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Are the fire extinguisher services up to date?
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Is every section on the sales floor covered by a team member to observe attempted shoplifting at all times and is the leadership not taking days off in succession?
- All sections covered and leader day's off in order.
- Not all sections covered but active awareness of risk areas.
- Floor coverage not sufficient as to provide the best service and prevent stockloss.
- N/A
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Question a sample of cashiers on the process followed with regards to RCS card purchases?
- Process followed and Leader gets called to the cash desk to witness all purchases on RCS cards.
- The process is not followed and Leaders do not witness all RCS card transactions performed.
- N/A
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Does the store have a Stock loss Action Plan up in the back office area and does this get checked weekly by the leadership?
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Question the staff on the stock loss action plan and check for understanding?
- Aware of all points questioned on.
- Not all questions could be answered.
- N/A
PERFORMANCE DISCUSSIONS
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Under and poor performance discussion - Only select valid actions performed and leave the rest blank (Important to add detailed notes on the discussion with the team member/s).
- The store leader is aware of and has communicated and noted the performance concerns with the team member/s.
- Training and assistance have been provided to the team member/s to improve performance.
- Corrective action has been taken against the team member/s where performance has not improved.
- Area leader to have a one on one discussion with under and poor performing team members
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Top performance discussion - Only select valid actions performed and leave the rest blank
- The store leader has a good understanding of why they have identified these team member/s as top performers.
- The store leader has communicated performance to this team member/s and has put plans in place to keep them challenged and motivated.
- The area leader to have a one-on-one session with the team members and make notes on performance, motivation, why they are top performers, and career path.
