Poetry 2025 V1

Title Page

Store
Area Leader
Store Leader
Conducted on
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 every team member aware of the store performance, their performance, and all promotions in the store?
Assess the level of Learning bites training completion based on the feedback sent from Siya weekly.

CUSTOMER SERVICE

Assess if every customer's journey starts with being greeted by a team member stationed at 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 (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
Do all the team members on duty have the pocket selling guide on them and are they using it actively?

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?
Are front and secondary tables implemented as per the VM brief?
Have hanger quantity disciplines been checked to make sure that rail arms and tables are not over or under filled for ease of shopping?
Are the merchandising principles as prescribed by VM (Colour Palettes kept in sections etc.) correctly followed and implemented?
Rate the flat packing standards in the store.

OPERATIONAL EFFICIENCIES

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
Check a sample of 20 shoes on display for pricing and the correct placement of pricing.
Are testers available for all fragrances and reed diffusers sold in the store?
Are store lights working and set up correctly and has the storefront lighting timer been adjusted adequately? (Including LED strip lighting under tables and on shelving if applicable).
- 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 that all bulbs in the frosted glass chandelier is working (if the store has this unit).
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
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
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
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?
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?
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.

POS AREA

Assess the neatness and cleanliness of the POS area and check cupboards and drawers for clutter and suspicious items.
Do items merchandised at the cash desk promote add-on sales?

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
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).
Has the store leadership submitted their daily replenishment checks on the group every day since the last store visit?
Check a selection of 10 rails/ wall bays of apparel for size curving disciplines?
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 - Extension of 1 week allowed.
Customer set asides and lay-aways checked for expiration and relevant paperwork.
Shoe storage/sizing to be as per expectation
Apparel stock to be housed in gender/department/size and flatpack standards to be floor ready.
Homeware stock to be housed in categories and floor-ready
Stock Management - All excess and odd stock consolidated to surrounding stores that sells it well.
Only high-value items of above R4000 are to be kept in the high-value cage and all items in the cage are to be represented in the cabinet.
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?
Ensure that no heavy/breakable homeware is stored on the top 2 shelves in the stockroom to avoid health hazards to the team members.

RED FLAG CHECKS

Check a sample of 10 high-value petty cash transactions for compliance (Paperwork in order, AL approval email attached, no abuse taking place)
Since your last OPS visit, check all banking deposits for the period and indicate all breakdowns in detail within the notes section. (Only select checks if correct when answering multiple points)
- All banking deposit paperwork balance with daily takings?
- Correct account number has been used when depositing?
- All deposit slips signed off by 2 team members (1 x Leadership)?
- All Deposit slips bank stamped?
- All banking deposit slips filed for the date range?
- Banking control sheet in use and updated in detail?
Have all ladders been removed from the sales floor when not actively in use?
Are the correct emergency details displayed on the window on the correct template?
Has scheduling been done to have the sales floor sufficiently covered by team members to reduce risk?
Has the exit and entry register been updated and checked daily by the leaders in the store?
Have refund transactions been checked by leadership for the last month and is the correct process followed to check refunds (Refund report printed, SOH counts indicated and signed off by leadership conducting and store leader checking - check 15 samples)?
Have all variances that have been picked up with the refund checks been processed by leadership completing stock adjustments on the system?
Audit the a sample of 3 refund transactions by physically checking S.O.H of items. Do all the checks balance? Make notes of non-compliance.
Check a sample of transfer out paperwork and question the team to assess compliance?
- All transfer out transactions processed by a leader and checked by a 2nd person with 2 signatures on paperwork as well as shoe pairing is done.
- Signatures missing on the paperwork and transfer out transactions not witnessed by a 2nd person.
- N/A
Do a spot check on 10 samples of stock adjustments - Does the store process these timeously and accurately?
Check the stock receiving process paperwork and question the team - Does the correct procedure get followed with Jirah queries raised as per requirement?
Does the store have the Deloitte fraud hotline poster up in the back and is the team aware of the message of the poster?
Do a stock count on 20 high-risk/ value s.k.u's - Does the count's balance for all items?
Check a sample of items on the sales floor - are they tagged with Sensormatic tags?
- All items are tagged.
- 1 to 2 items not tagged.
- More than 2 items are not tagged.
- N/A
Have hazard counts in the store been completed every week as per the cycle required by the Area Leader and and have stock adjustments been done on the system for variances picked up?
Have all fitting rooms been fitted with locks, are they locked when not in use, and are the keys kept by the leader on duty?
Do items get counted before customers enter the fitting room end recounted when they exit to identify possible theft?
Do all fitting rooms get checked by a team member after use for hangers and pulled off price tags to prevent theft at the fitting rooms?
Check the back of the fitting room mirrors for any hidden Sensormatic tags?
Do any fitting rooms get used as storage?
- Fitting room/s are used as storage.
- All fitting rooms are clear.
- N/A
Is the Sensormatic door system fully operational and have any issues been identified and followed up by the store leadership?
Is the alarm system fully functioning with all areas in the store being picked up by PIR's and have issues been reported when picked up.
Has broken ceiling panels been identified and reported?
Have all possible access points in stockrooms and on sales floors been identified and safeguarded?
Is the stock loss action plan stuck up on the back of the stockroom door and is it signed off by the whole team?
Do all the points in the stock loss action plan get adhered to with continuous checks by the Leaders? Note all issues picked up.
Question the team on the stock loss action plan and indicate if they are aware of the points contained in it and the requirements?
Oversee the searching procedure when the store closes and indicate issues identified?
Has there been an unannounced Loss Prevention visit to the store in the last 4 weeks? Make notes and share expectations with the L.P.B.P with the next date of their visit.
Is a team member stationed at the door to acknowledge all customers entering the store and prevent suspected shoplifters from leaving the store?
Are the customer service levels in the store on a standard that will prevent stock loss? Note findings.

OHASA

Entrances:

Do entrances have non slip strips and handrails?
Are entrances free of trip hazards?
Do all glass areas including windows and doors have decals or other visibility aids and in good condition?

Internal Areas:

Are floors, carpets and walkways or coverings in condition with no trip hazards?
Are heights (steps, ramps etc.) highlighted and illuminated?
Is there enough lighting for the store for customers and staff?
Have emergency lighting been provided in case of a blackout?
Does the store have an emergency flash light for the Fire Extinguisher placement?
Do all outlets and air-conditioning ducts have safety covers? Last service?
Are the air-conditioning ducts cleaned regularly?
Are ceiling signage attached properly?
Is all electrical equipment tested and on a register?
Does all electrical equipment have their own unique addresses?
Are all displays inherently safe i.e. no sharp edges, dangerous items, sturdy displays, locks on trolley wheels?
Are movable fixtures locked down at all times?

Safety & Security:

Have centre security been invited to make regular patrols of the store?
Are there regular Panic Button tests been run?
Are Security precautions in place for staff arriving/completing a late night shift?

Emergency Procedures:

Is there easy access by staff to the electrical board?
Are there emergency exits signs? Illuminated and working?
Are all emergency exits kept clear for exit?
Are the emergency exit doors fitted with a push bar release?
Are fire evacuation procedures displayed for both store and centre?
Do you have an evacuation meeting point?
Are practice drills conducted at least twice a year?

Fire Safety:

Is there a fire hose reel and/or fire extinguisher located in the store with adequate signage? Type & size of extinguisher?
Is fire extinguisher easily accessible and bracketed on the wall?
Are the fire extinguishers/fire hose reels serviced annually?
Have staff been nominated and appointed in writing as fire marshals?
Have the duties of the fire marshals been communicated to all staff?
Are emergency procedures covered in staff induction training?

First Aid & Incident:

Have staff been nominated and trained as first aiders?
Does the store have a complete first aid kit that is in a visible location?
Is there a person responsible to ensure the first aid kit is stocked?
Is there an incident management procedure including first aid, reporting, and investigation? (Copy of the QR code up in the back and evidence that it is being used?)
Have arrangements been made with staff where to seek medical treatment for injured customers?
Is there a treatment register in the First Aid Kit?

Ladder safety:

Have risk assessments been conducted for employees working at height?
Are all ladders identified, inspected and on a register?
Are team members using the ladders correctly?
Are the grip and hinges in safe use condition?

Housekeeping:

Are regular housekeeping/cleaning performance carried out?
Has signs been provided for floor cleaning and spills?
Are sufficient waste bins provided and cleaned internally?
Do staff have appropriate cleaning equipment or know how to contact cleaners in the event of a spill?
Are service corridors, loading docks and storage areas kept clear at all times?
Are boxes stacked correctly (heavy at the bottom and light on top?
Are shelving packed at least 1.5 meter below the ceiling?
Is the store dust free and uncluttered?

Training:

A training register is available for dealing with Armed Holdup, bomb threats, or riots.
A training register is available for dealing with slips, trips, and falls on stairs.
A training register is available for dealing with hazardous substances.
A training register is available for dealing with exposure to blood.
A training register is available for dealing with safety and security.
A training register is available for dealing with housekeeping.