Information
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Audit Title
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Document No.
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Customer Service
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Acknowledging the Customer with Friendly Greetings?<br>
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Have Knowledgeable and Engaging Staffs<br>- From store entry, throughout the sales floor and at the registers<br>- Category Sales Specialists<br>- Leveraging LMS<br>- ASTS (Amazing Service Through Selling)
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Having the Products our Customers Want and Need<br>- Regionally Relevant<br>- In stock (inventory accuracy)<br>- Stocked and Available for Purchase<br>- Visible Pricing<br>- Organized Stores Easy to Shop, Products Easy to Find<br>
Succession Planning
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* Building for the Future Today<br>* Being Strategic to provide Leadership needs to fuel our company's growth<br>* Steps<br>- Identify Needs (forecast)<br>- Recruit Talent (internal & external)<br>- Develop Talent (mentor, train, feedback)<br>- Retain Talent (value, develop, create opportunity for growth)<br>- Promote Talent
Training & Development
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LMS Required Learning<br>- 1st 24 (sets expectations and standards from day 1)<br>- ASTS (part of 1st 24)<br>- FSC (Firearm Sales Certification)<br>- Product Core Category Training (monthly initiatives)<br>- Product Awareness Campaigns<br>- Matter of Respect
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AMU & SDU<br>- Supporting candidates through their training, being engaged<br>- Mentoring & providing feedback
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Be Strategic<br>- Assessment of needs<br>- Planning, budgeting, scheduling<br>- Tracking end results
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What is the Goal?<br>- Improve efficiency, provide better service, increase sales, develop & retain associates, take market share, grow our company, Rule The World!
Communication & Partnership
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A Critical Key to Success!!
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Product<br>- Sharing information to improve: Misses, Needs, Timing, Frequency, Levels
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Partnership - Cooperation & working toward a common goal<br>- Buying, DC, Shipping, LP, Safety, Marketing, Procurement, Accounting, IT, Store Services, Sign Library, Store Design, Real Estate, Maintenance, Space Planning, HR, Legal, Claims, Payroll, Inventory Control, Finance, Ecommerce, Customer Service ...........The list can go on........oh, and don't forget your peers and DMs!!
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Leadership<br>- Share the Vision<br>- Clarify the Concept<br>- Share the Knowledge<br>- Own the Message<br>- Support Company Direction<br>- Champion for Change<br>- Repeat/Remind, Follow-up to Ensure Understanding<br>- Ensures Consistency in Execution
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Remember-Professionalism, Tact, Diplomacy, Accuracy-Always
Floor Leadership
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Floor Awareness-All knowing, all seeing on what is going on in our buildings
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Presence & Purposeful Direction-it's about being visible, identifying opportunities & ensuring action is being taken<br>- Be Floor Global<br>- Act with Urgency<br>- Be Proactive but Make Adjustments
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Strategy-using retail knowledge & intuition to manage your business (seasons, day of week, time of day, task load & customer flow, service levels, skill sets)-Having our head in the game at all times!
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Associate Appreciation Program-catch associates doing it right & acknowledge, reinforce
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=MOD Proram
Asset Protection Program
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Customer Facing<br>- Warm, friendly greeting upon entry into our stores<br>- Provides direction & basic services to our customer
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Visible Presence<br>- Attentive & alert<br>- Functions as a deterrent
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Inventory Control<br>- Trained specialists in inventory management functions<br>- Supports customer service (in stock position)<br>- Impacts the company's single largest expense (merchandise inventory)<br>- Imventory accuracy is the lifeblood of replenishment
Drive The Business
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Know your store, market conditions, customer expectations
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Maximize & Leverage Resources<br>- Utilize reports, shift staff, be a merchant
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Ensure Efficiency in Operation
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Maximize Sales Potential<br>- Impact Areas<br> 1. Regionally & seasonally relevant<br>- Add on Sales (application of ASTS)<br>- CBCC<br> 1. $1 million to bottom line in 2011<br> 2. Now $80 per sign up. Bounty<br> 3. 35 basis points on purchases<br>- Keeping Score<br> 1. Do you know what the score is ?<br> 2. It's 9:30PM, your store is $1000 from making sales goal, What Do You Do??
Merchandising Standards
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Consistent Customer Experience<br>- Everything has a home<br>- Ease of shopping
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Helps to support our "Brand"
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Store Presentation<br>- Grand Opening conditions maintained daily<br>- Ready to do business, ready for the customer
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Maintaining Displays-helps maximize potential sales
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Visible Programs-consistent look & feel in our stores
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Merchandising Standards<br>- Clearly defined resource on The Spot
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Planograms & Store CADS
Back Of House
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Or otherwise defined as "Efficiency in Operation"-We can't be efficient if we are not organized.<br>- Fixtures<br>- Supplies<br>- Signs & Visuals<br>- Training Rooms/Manager's Offices<br>- Breakroom<br>- Back Stock<br>- Hazmat<br>- Janitorial<br>- Containers<br>- Reverse Logistics<br> 1. RTV's<br> 2. Damages & DSL program<br>- Direct Shipment Receiving
Expense Management
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Payroll
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Supplies
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Fixtures-$65,000 savings in 6 months
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Signage/Visuals
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Hunting/Fishing Voids
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Over/Shorts
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Maintenance & Repair
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T&E Expenses
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84 Paid Outs-Customer Service
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Efficiencies in operations<br>- It's just about being smart & strategic in our spend & consistent in execution across store<br>- Contributes directly to the bottom line for the company<br>- Allows us to re-invest in the company-things like systems that help to improve efficiencies even further, supports infrastructure growth
