Optimization Check - Cape Union Mart.V4

Title Page

Store
Store Leader
Conducted on
Visit Conducted by
Location

TEAM/ LEADERSHIP/ FIRST IMPRESSIONS

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
Check how well a sample of team members knows the Company Vision Statement as well as the Company Strategy.
- All members know the vision statement.
- Not all members know the vision statement.
- N/A
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?
Is the store leader completing one Dare selling or cashier evaluation per day?
Is the store leader and every team member aware of the store performance, their performance, and all promotions in the store?

CUSTOMER SERVICE

Assess if every customer's journey starts with being greeted by a team member stationed just inside the front door?
Observe 3 sales interactions on the sales floor and rate the overall service levels (Indicate the names of the team members assessed in the note section and only tick off actions that were displayed during the interaction).
- Was the customer greeted within 5 seconds of entering the store?
- Were positive energy displayed and 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" and "Float" offered as payment options 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?
- Was the customer accompanied to the cash desk queue?
Observe 1 interaction at the cash desk and rate the overall service level (Indicate the name of the team member assessed in the note section and only tick off actions that were displayed during the interaction).
- The cashiers ensured that all customers in the queue at the cash desk were assisted within 10 seconds (If not possible - the customer was acknowledged while waiting in the queue and informed that they would be assisted as soon as possible).
- The cashier showed genuine interest in the customer and displayed energy and a positive body language
- The cashier attempted to add items to the sale (Socks, Aftercare/Cleaning products/etc.)
- The cashier informed the customer about the Friends and Family loyalty program/advised them of their voucher/s available on the purchase.
- The cashier asked the customer politely if they would like to buy a bag for their purchase and continued to explain in detail if there were any objections or concerns from the customer (based on the dialogue brief sent out)
- The cahier packed the customer's goods neatly into a shopper bag.
- The cashier thanked the customer for their support and tells them that they hope to see them back soon.
Assess the "Friends and Family" interaction from the team with the customer(only tick off actions that were displayed during the interaction)
- Was the customer informed of the Friends and Family loyalty programme during the sale?
- Was the relevant marketing on display in the store to inform customers about the Friends and Family loyalty program (Covers on the sensomatic pillars at the front door etc.)
Interact with at least 3 customers on the sales floor and ask them how they would rate our service - World Class - Average or Poor. (Remember to introduce yourself to the customer and state what your role is in the company).
Are the Fitting rooms clean and merchandise-free with the "ring bell" sign up (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
Check the maintenance of the customer order book and rate compliance.
- Customer order book are up to date and maintained accordingly.
- Customer order book are not up to date and maintained accordingly
- N/A

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?
Are all mannequins dressed with the correct stock and as per the styling guide?
Are the correct details, pricing, and template used for items displayed in the window?
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
Are all equipment headquarters signage in use and visible (Hydration/Lighting etc.)
Are front and secondary tables implemented as per the VM brief?
Assess that all apparel departments (Leisure/Technical/Foul Weather/Accessories) have been laid out/merchandised according to the latest VM Comms/Planogram
Assess the level on which rails and fixtures have been aligned as not to obstruct customer flow in the store.
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)?
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

OPERATIONAL EFFICIENCIES

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
Check if applicable promotions for the week is 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
Check if all "Always On" 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
Store lights working and set up correctly and has the timer for the storefront lighting been checked and adjusted if required?
- 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
Check a selection of 10 rails/ wall bays of apparel for size curving disciplines?
Are backpacks/sleeping bags displays full, layout correct, and are all display units priced? (Has the new backpack VM Ignite document been followed?)
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
Is the headwear section merchandised as per the updated layout?
Is the travel and commute section merchandised as per the updated layout instructions?
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
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
Have all the points on the Daily Floor Walk Checklist been checked, ticked off, and signed off since the last store visit was conducted?
Assess the overall cleanliness and housekeeping of the store.
- Dust was found on none of the surfaces checked/No concerns to note with the general housekeeping in the store
- Dust was found on 1 - 3 of the surfaces checked/Some concerns were picked up with the general housekeeping in the store
- Dust was found on more than 3 of the surfaces checked/Multiple concerns were picked up with the general housekeeping of the store
- N/A
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.
Is the OPC schedule up and does it reflect the actual staffing in the store upon the visit?
Is a planogram for the store displayed in the back office indicating which team member is responsible for which department?
Is a copy of the Company Strategy placed up in the back office indicating Service, Selling, and Leading?
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).
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.
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

OPERATIONS STRATEGY OPTIMIZATION

Rate the UPT performance of the store against the monthly average of the area.
Rate the Basket size performance of the store against the monthly average of the area.
Rate the Growth Percentage of the store against the monthly average of the area.
Rate the Omni Performance Percentage of the store against the monthly average of the area.
Rate the Omni Performance Percentage of the store against the required 3% of total sales from the company.

SNAKE/ IMPULSE UNIT AND POS AREA

Rate the POS area implementation as per the VM Ignite layout
Has the snake que implementation been completed as per the latest VM ignite communication?
Assess the neatness and cleanliness of the POS area and check cupboards and drawers for clutter?

STOCK MANAGEMENT

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
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
Has the store leadership submitted their daily replenishment checks on the group every day since the last store visit?
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
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

STOCKROOM EFFICIENCIES

Assess the overall standards and cleanliness in the stockroom - must mirror the sales floor.
All old comms is to be removed from back-office notice boards and replaced with the most recent comms
All lighting in the stockroom is to be checked and proof of follow up available for issues picked up.
VM elements to be stored in one area and all outdated elements are to be discarded.
Stockroom floors and surfaces to be cleaned 100%
All containers are to be opened and checked and any leadership and team members are to be knowledgeable on the contents and purpose of containers
Staff set asides to be checked and removed from the stockroom if not noted.
Customer set asides and lay-aways checked for expiration and relevant paperwork.<br>
Shoe storage/sizing to be as per expectation
Apparel stock to be housed in gender/department/size and flatpack standards to be floor ready.
Equipment stock to be housed in categories and floor-ready
Stock Management - All excess and odd stock consolidated to surrounding stores that sells it well.
All electronics/binoculars/high value items to be kept in the security cage.
Areas under basins, cupboards, in fridges etc has been cleaned out
All redundant fixtures were removed from stockrooms after comms with the relevant HO contacts.
Has all admin from the previous year been destroyed, removed from the stockroom and dumped as per the retention policy?

RISK/OHASA

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
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
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
Check that equipment cabinets (Including Gopro stands/DJI stands etc.) locks are in working condition with live units on display and note any calls logged/follow up on maintenance needs.
Check that alarms for security units on live watch displays are in working condition with live units on display and note any calls logged/follow up on maintenance needs.
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
Have all ladders been removed from the sales floor when not actively in use?
Are the fire extinguisher services up to date?
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
Does the store have a Stock loss Action Plan up in the back office area, signed off by all team members in the store and is there evidence that points get checked as per comms from the Area Leader?
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
Are the correct emergency details displayed on the window on the correct template?
Does the store have a copy of the OHASA QR code used to log any health and safety issues up in the back office?
Are all the ladders in the store in working condition and has any issues been logged using the QR code?
Does the store have a certified first aider appointed? (staff compliment of 10 and above)
Is the first aid kit in the store fully stocked as per the register that needs to be kept in the kit and is all usage logged using the OHASA QR code?
Does the store have a certified Health and Safety representative appointed? (Staff compliment of 20 and above)
Have all team members been trained on how to use the fire fighting equipment by the store leader during a morning meeting and is a copy of the signed-off training register on file?