Title Page
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Store Name (NOT SITE NUMBER)
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Area Leader
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Store Leader
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Conducted on
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Location
FIRST IMPRESSIONS
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Is the front windows clean, banners correct and steamed where needed and is all lighting in the windows working.
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Are the window campaigns implemented as per VM instructions
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Is the pricing done for items displayed in the window, correct price, correct template
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All mannequins dressed in the correct merchandise as VM instructions and styled correctly. Decals applied right, mannequin spacing correct
STORE OPTIMIZATION
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Assess the overall cleanliness of the store in general.
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Are merchandising principals as communicated by VM implemented according to latest VM guide
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Are all current promotions are implemented correctly in the store with the relevant marketing/ signage
- All Promotions implemented
- 70 to 90% of promotions implemented
- Less than 70% of promos implemented
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Check a sample of 20 shoes on display for prices and placement of prices.
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Check the flat packing standards in store (Maximum height with size stickering)
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Is testers available of all fragrances sold n the store
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Is 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
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In store music on and playing at an acceptable level.
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Store lights working and set up correctly.
- 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
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Does the store have their planogram (indicating which team member is responsible for what section) up in the back as to asses departmental responsibilities?
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Is the Fitting rooms uncluttered and clean (no security tags hidden behind the mirrors?
CUSTOMER SERVICE
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Assess if every customer's journey starts with being greeted and directed at the front door.
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Are all team members in the correct uniform with badges and the correct masks?
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Observe 1 sales interaction physically and rate the overall service levels
- Customer greeted within 5 seconds
- Show genuine interest in the customer and display energy and positive body language
- Asked at least 3 open ended questions
- Product benefits and features explained
- Product demonstrated
- Current markdowns/ promotions communicated
- Close the sale off and offer add on product
- Was alternatives offered when out of stock of wanted item
- Told customer about friends and family
- Pay just now discussed when the customer has a price objection
- 5 way guarantee explained
- Thank the customer for their support and welcome them back
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Are cashiers using the Golden Question - "Are you part of our Friends and Family Rewards program?"
STOCK MANAGEMENT
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Assess the standards in the stockroom - must mirror the sales floor with regards to world class standards (all departments to be kept separate, Flat pack floor ready, Footwear top to bottom/ left to right, Stock in boxes neat and floor ready)
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Customer set asides area maintained and expiry dates checked (check till slip attached)
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Lay buy area maintained and expiry dates checked.
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Check a sample of 5 items: Are they represented on the sales floor?
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Check a selection of 5 rails/ wall bays of apparel for size curving disciplines and if all sizes are represented.
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Check 5 rail or wall arms for hanger disciplines and attention to detail (Top buttons and zips, sleeves
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In Transit - No IBT's older than 1 week.
- No IBT's older than one week and active leadership follow up with recorded reasons and feedback on email to area leader if not up to date.
- IBT's of older than 1 week with no active follow up from leadership.
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Check that all consolidations have been actioned since last check.
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Check if all price changes from the last visit have been actioned
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Are shopper bag levels being managed - counts and adjustments done at least once a month?
RISK
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Is the exit/entry register being used by all staff, and checked by leader on duty
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Are refund checks done daily and any issues investigated and reported
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Is the ultra violet lights in working order and actively used to check for counterfeit bank notes.
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Are policies followed when taking cash to the bank
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Rubbish discarded in clear plastic bags and get's get's checked by leadership before leaving the store
- Policies followed
- Clear bags not used and no checks by leadership.
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Alarms tested weekly
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Reference number
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Manual invoice book kept in the safe.
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Check a sample of 5 applicable items for sensomatic tagging.
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Negative stock investigated and cleared daily
- All issues identified 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.
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Assess perpetual count completion.
- 100% Perpetual count completion to date.
- Some perpetual counts missed with valid reasons and feedback on email to Area Leader and risk department.
- Perpetual count completion not on 100% with no valid reasons and no feedback to risk department and Area leader.
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Has all ladders been removed from the sales floor when not actively in use?
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Is the fire extinguisher service up to date?
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OHASA checks and file up to date
POS AREA
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Assess the neatness and cleanliness of the POS area
LEADER KPI ASESSMENT
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Rate the store sales performance against targeted sales.
- Achieving target and ahead of expectation for month to date
- Achieving target and on par with expectations for month to date
- Not achieving target but in line with the area performance
- Not achieving target
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Rate the month to date UPT performance of the store against target.
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UPT
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Rate the month to date basket size performance of the store against target.
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Basket size
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Customer linked transactions
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OMNI performance of the store - Actual OMNI turnover month to date
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Rate the level of Staff personnel and Brag file management.
- All staff files up to date and complete.
- More than 60% of staff files up to date and complete.
- No staff files up to date and complete.
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Assess the level that Leadership manages poor performing staff members and celebrates great performance (Documented and proof)
- All poor performance issues discussed and recorded and store leader has a clear idea of who the poor performing team members are.
- Some recorded follow up on poor performing team members and store leader unsure of who their poor performing team members are.
- No recorded performance discussions with poor performers and issues identified in store that could have been avoided if addressed.
