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).
- 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).
- 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 was observed during the interaction - leave points that was omitted blank).
- FRONT DOOR: Does the team member at the front door that greets the customer ask "Are you a member of our "Friends and Family" rewards program?
- FRONT DOOR: Does the benefits get explained to customers that answer "NO" and does the available vouchers get checked and communicated to customers that answer "YES"?
- 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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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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Are front and secondary tables implemented as per the VM brief?
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Have hanger quantity disciplines been checked to make sure that rail arms and tables are not over or under filled for ease of shopping?
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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 the merchandising principles as prescribed by VM (Colour Palettes kept in sections etc.) correctly followed and implemented?
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Check a sample of 20 shoes on display for the correct prices, only sizes 8-9 for men and 5-6 for ladies on display and placement of prices?
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Are testers available for all fragrances sold in the store?
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Check the flat packing standards in-store and if all relevant size stickers have been used?
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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
- 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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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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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 - 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?
POS AREA
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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 your 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 with the correct marketing 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 10 items from the stockroom: Are they represented on the sales floor?
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Check a selection of 10 rails/ wall bays of apparel for size curving disciplines?
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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?
- System S.O.H balances with the physical stock in the store.
- System S.O.H does not balance with the physical stock in the store.
- 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.
- System S.O.H balances with the physical stock in the store.
- System S.O.H does not balance with the physical stock in the store.
- N/A
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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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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 and losses 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
LEADER KPI ASESSMENT
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Rate the month-to-date KPI performance indicators.
- Achieving UPT target.
- Achieving Basket size target.
- Achieving Customer T percentage of 90% or above.
