Title Page
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Site conducted
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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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Are all team members in the correct uniform with badges and the correct masks 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, are banners correct and steamed where needed, and is all lighting in the windows working?
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Is the correct pricing and template used for items displayed in the window?
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Assess if every customer's journey starts with being greeted by a team member stationed at the front door (Not just "Hi sir or maám" but Thank you for choosing our Cape Union Mart and how can we start your journey today")?
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Are all mannequins dressed with the correct stock and as per the styling guide?
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Is the correct emergency details displayed on the window on the correct template?
STORE OPTIMIZATION
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Assess the overall cleanliness and housekeeping of the store and stockroom?
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Is the window plans implemented as per VM instructions?
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Is the front table correctly implemented as per VM instruction?
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Are the merchandising principles as prescribed by VM correctly followed and implemented?
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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 optimizations identified?
- All Promotions implemented
- 70 to 90% of promotions implemented
- Less than 70% of promos implemented
- N/A
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Check the flat packing standards in store?
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Has all reduced merchandise been merchandised in allocated areas and have these areas been highlighted with the relevant signage?
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Has all reduced items been marked with the correct reduced stickers?
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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?
- 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
CUSTOMER SERVICE
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Observe 1 sales interaction and rate the overall service levels (indicate the name of team members assessed).
- 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
- N/A
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Are cashiers promoting add-on sales and is there an add-on-sale target set for every cashier?
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Is the store leader completing one customer service and one cashier evaluation per day?
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Friends and Family - Are cashiers asking every customer "Sir/Ma'am are you enjoying the benefits of our friends and family program"?
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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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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Was odd items found on the sales floor?
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Assess the level of odd stock management by the store leader (4 or fewer items per S.K.U needs to be sent out to store within the area after checking which stores have stock and new stock received as odds needs to be communicated and kept at the back)?
- The store leader can present proof of weekly communication and action to stores within the area on odd items after checking which store has stock as well as feedback to the area Leader and Merch department on new stock received as odds.
- No proof of weekly action taken on odd management and communication to merch department, Area Leader, or surrounding stores.
- N/A
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Assess the active approach from the store leader on out-of-stock items (stock jockey communication/requesting assistance from the Area Leader)?
- Actively communicating on Stock Jockey/ E-Mails to planning/ buying department with Area Leaders cc'd in.
- Some communication coming through on Stock Jockey and email but only 50% of issues addressed.
- Less than 50% of out of stock items followed up on with proof
- N/A
RISK
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Check a sample of 10 - 15 days: Are the refund checks being done following the correct procedures and make a note of 10 refund transactions physically checked during the visit and if the S.O.H balance?
- Report printed, signed off and proof of S.O.H counts and validations.
- 80% of all samples checked correct.
- Not managed actively by leadership.
- 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 the feedback from the store leadership on the latest automated shrinkage report for accuracy?
- Result reported is accurate and store leader can provide information in support of overages and shortages.
- Store leader can not provide information in support of reported results but can provide valid reasons on overages or losses.
- Store has overages or losses with no factual feedback or answers from the leaders.
- 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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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 sales performance against targeted sales?
- Achieving target and showing a positive growth.
- Achieving target but showing a negative growth.
- Not achieving target but showing a positive growth.
- Not achieving target and showing a negative growth.
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Rate the month-to-date UPT performance of the store against target?
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Rate the month-to-date basket size performance of the store against target?
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Rate the month-to-date sign up performance of the store against target?
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Rate the month-to-date Omni performance of the store against the target?
