SVR - Store Visit Report

• Site conducted

  Select

• Document No.

• Title

• Conducted on

  Date

Store Visit Report

• Store:

  Select Dalma Mall Time Square Center JBR Galleria Al Wasl Galleria Al barsha Circle mall Nakheel

  • Dalma Mall
  • Time Square Center
  • JBR
  • Galleria Al Wasl
  • Galleria Al barsha
  • Circle mall
  • Nakheel

• Manager

  Sign

• Retail Area Manager

  Sign

1. Stock Room / Back of House

• 1.1 Stockrooms are clean, tidy and organized as per the Standard? (Wt 4)

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  0

• 1.2 Is there a gap of 90cm from sprinklers & the stock. Top shelf removed if not in line with 90 cms. (Wt 2)

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• 1.3 Has the product been stored correctly by category and Brand? (Wt 4)

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• 1.4 Have all IBTs, Appros, consignments, RTV and delivery notes been signed and actioned properly? (Wt 3)

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  0

• 1.5 Is there designated areas for damaged items, dedicated zone for POP, Shopping bags and other non-commercial items? (Wt 2)

  Select 0 1 2 3 4 N/A

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  • N/A

• 1.6 Is the Pantry Room clean (Microwave and Refrigerator is provided for our colleagues), Are colleagues belonging securely kept in the store? (Wt 2)

  Select 0 1 2 3 4 N/A

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  • N/A

• 1.7 Offices are clean, tidy and organized as per the standard? (Wt 2)

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  N/A

• 1.8 Notice Board up to date, have been used for all relevant Memos and Communication as per standard. (Wt 2)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 1.9 All Damaged items been approved, written off and collected on a monthly basis. (Wt 2)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

2. SOP / Store Controls & Administration

• 2.2 Has previous SVR been reviewed & actioned? (Wt 3)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Has the previous Mystery shopper results been published on Store notice board? take an image for illustration

  Select 0 1 2 3 4 N/A

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  • N/A

• Has the previous Mystery Shopper Action plan been implemented and executed? Take an image for illustration

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 2.3 SOP Action File is updated & completed with 100% compliance? (Wt 4)

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  0

• Are all the SharePoint files are up to date? on the new Sharaf Retail portal

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  0

• Vault declaration conducted without fail with necessary signatures?

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  0

• Discount / returns / Credit notes are signed by Cashier & Manager? validated against system

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• Evidence of weekly floor walks?

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• Evidence of Store meetings minutes?

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  0

• 2.4 Have all deliveries been confirmed on the day of receiving? (Wt 2)

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  N/A

• 2.5 Checklist been completed on a daily basis by Duty Manager? (Wt 2)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Conduct an Audit for Store Cash (Petty Cash / Floats)

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  0

• Does the store have the updated Whistleblower procedure on notice board?

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  0

• Can team members explain what's whistleblower procedure?

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• Nutrition Expiry is being tracked? available nutrition in store is more than 60 days / less than 60 days sent out - evidence for the same

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  0

• Store has required documents at Cash counter (Trading license / Customer feedback QR / Refund & Exchange policy?

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  0

• Adventure zone: File at cash counter (DM Approval /latest 3rd party independent report & Inspection / latest PPE inspection / all zone members certifications FA & Category /latest DM visit report Emails & replies)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Store Operating Manual (Retail & Zone) present at Cash till /Store

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  0

• Any expired documents (TL / Zone certification etc...) if yes; what are the evidence of follow ups to get it renewed?

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• 2.8 Are all CCTV working properly and recorded for minimum 30 days consequently? (Wt 1)

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• 2.9 Are all door, Safe and drawer keys accounted for (check key authorization for all keys) Ops Manager acknowledgment obtained? (Wt 2)

  Select 0 1 2 3 4 N/A

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  • N/A

• 2.10 Every Member of the team signing in and out? (Wt 2)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 2.12 If a store has a working Security Tag system, 2 checks are done daily (Afternoon and Evening) to make sure that the security system is working and active (Activation Checksheet to be presented). (Wt 2)

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  N/A

3. Health and Safety

• 3.1 Is there evidence that the Store Team understands the Store Emergency Procedure. (Wt 2)

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  N/A

• 3.3 All fire exits are clear and have illuminated signage? (Wt 2)

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  N/A

• 3.6 Exit door not blocked and alarm/intruder alert is working, walkways/corridors clear of boxes or stock. (Wt 2)

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  N/A

• 3.7 Is there a list of emergency numbers and key team members displayed in managers office, above all telephone handsets & notice boards. (Wt 1)

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• 3.8 Is there an evacuation plan (colored copy) Present in the store and can the colleagues demonstrate what to do in the case of an emergency. (Wt 1)

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• 3.9 Is there sufficient fire extinguishers available inline with Civil Defense and within the expiration period (Evidence of re-order if less than one month before expiration.) (Wt 1)

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• 3.10 Is there evidence that staff have successfully been trained on how to use the fire extinguishers & can demonstrate how to use? (Wt 2)

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  N/A

• 3.11 Are all plugs/ electrical points safe and in working order? (Wt 1)

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• 3.12 First Aid Kit in place ( Cotton, Bandage, Plasters, 1st aid spray, Burn relief spray, Eye Solution, Surgical Spirit, Iodine and Triangular Bandage) access controlled by Manager / Supervisor / Admin (Wt 2)

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  N/A

• Evidence of Monthly Safety Checks & Daily Safety checks?

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Evidence of Rescue training conducted?

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

4. Sales Floor

• 4.1 Windows are clean, Neat and as per standard, lights are working and correctly positioned? (Wt 4)

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• Store VM checklist is adhered to? Evidence of VM floor walk

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• 4.2 All Mannequins and base are clean and correctly displayed with no visible security tags / Price Labels / Right stocks highlighted/ steamed. (Wt 2)

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  N/A

• 4.3 Visual Impact of the storefront is attractive and as per the standard. (Wt 3)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 4.4 Appropriated music is playing, acceptable level and AC is correctly functioning with acceptable temperature, store smell is Pleasant? (Wt 3)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 4.5 Are all display screens (TVs) in working order displaying appropriate material where installed? (Wt 1)

  Select 0 1 2 3 4 N/A

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  • N/A

• 4.7 Does the layout reflect the season projected sales for each brand and has the branding been completed to reflect all layout opportunities? (Wt 4)

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• Stock requests sent to Category team?

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• Stock gaps - Please specify if any

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  0

• 4. 9 All Items been security tagged and been placed as per the VM guidelines (Check minimum 100 pcs randomly) (Wt 3)

  Select 0 1 2 3 4 N/A

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• 4.10 Best selling items have been highlighted on focal areas and the staff is aware of the best sellers. (Evidence to be provided by SM / Store in Charge). (Wt 3)

  Select 0 1 2 3 4 N/A

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• 4.11 Has replenishment been done before trading hours? (Wt 2)

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  N/A

5. People

• 5.1 Are all Male / Female staff are well groomed with right uniform and name badges? (Wt 4)

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• Retail: Can the team explain what's Solution selling? Demonstrate a live example of a Kitlist as per their department?

  Select 0 1 2 3 4 N/A

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• Retail: Have the latest Solution selling 1.1 been fully trained in store? any evidence? does all the team have access?

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Retail: Live example of a kit-list formulation and role play

  Select 0 1 2 3 4 N/A

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  • N/A

• Zone: Can team member explain Their zone products? i.e. Multi-pass

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Zone: Can the team member sell Multi-pass 10 x 60 and 15 x 60

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Zone: Can the team member sell Birthday packages?

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Is there A store training Calendar in place? Evidence of conducted training?

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  0

• Evidence that Elearning - MYAGI, is monitored?

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  0

• 5.2 Are there documented evidence of coaching/counseling for the staff when addressing good performance or disciplinary issues? Store Managers/ In- charge is having tangible coaching on daily / monthly basis. (Wt 2)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 5.3 Are all colleagues aware of their individual and store sales target / KPI (UPT/ATV/Conversion) for daily / Monthly, Improvement is showing? (Wt 4)

  Select 0 1 2 3 4 N/A

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  • N/A

• Is the latest leave policy circulated on August 12th available on notice board?

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• Updated Store team leave plan updated as per (current Qtr and following Qtr.)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 5.5 Have all new starters completed their induction? 30 / 60 /90

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 5.6 Can the colleagues demonstrate the features and benefits of the selected products across all brands/ categories in the store? (Wt 3)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 5.7 Is English / Arabic the only language used when our colleagues are communicating with each other on the shop floor? (Wt 2)

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  N/A

6. Customer Service

• 6.1 Is there a M&G on the front of the store all times? (Wt 4)

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  0

• 6.2 Was eye contact and smile established and did the customer receive the Assistant with full attention? (Wt 3)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 6.3 Staff are properly approaching customers and asking Open-Ended Questions? (Wt 3)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 6.4 Are Staff highlighting the best of the range to customers in the first instance to drive ATV? (Wt 2)

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  N/A

• 6.5 Staff are knowledgeable about newness / latest technologies in all categories? (Wt 2)

  Select 0 1 2 3 4 N/A

  • 0
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  • N/A

• 6.6 Had add-on SALE been driven by the team on the sales floor, FR and on the cash counter? (Wt 3)

  Select 0 1 2 3 4 N/A

  • 0
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• 6.7 Can the Cashier / Colleagues explain the Refund / Exchange policy & displayed / visible to customers? (Wt 2)

  Select 0 1 2 3 4 N/A

  • 0
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• 6.9 Can the Cashier / Colleague demonstrate how to use the counterfeit money detector when accepting foreign currency and demonstrate how to detect fraudulent notes? (Wt 2)

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  N/A

• 6.10 Was the phone answered in a clear manner with an introduction to store, location name & assistants name? with an appropriate greeting? (Wt 2)

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  N/A

• 6.11 Are team aware of current Marketing initiatives and promos. Can they locate them on the floor? (Wt 2)

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  N/A

• 6.12 Are the fitting rooms clean and covered by a staff member during peak times? (Wt 4)

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  0

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