Operations Store Visit Checklist - Retail

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Questions

3 Questions

Branch Name*

Duty Manager*

Area Manager*

1. WINDOW PRESENTATION

Questions

7 Questions

1.1 Window - Facia, signage, floor - Clean, tidy and dust free*

1.2 Lights working & positioned correctly on mannequins*

1.3 Prices displayed correctly as per brand guidelines*

1.4 Mannequins clean including the base and are positioned correctly*

1.5 Current graphics in use and promotions signposted*

1.6 Product selected has sufficient depth/size availability*

1,7 Trade license & ministry permissions taken and on display (if applicable)*

2. STORE ENTRANCE

Questions

5 Questions

2.1 Entrance is clean & tidy*

2.2 Stocks displayed in the window easily located in the store from entrance - See it Buy It.*

Media Required

2.3 Third window is displayed as per brand guidelines - See it buy It*

2.4 Lighting levels adequate and all lights working*

2.5 Authorized music playing at an acceptable level*

3. RECOVERY STANDARDS

Questions

5 Questions

3.1 Store opening and closing checklist is done and action points addressed*

3.2 Recovery has been completed from previous evening*

3.3 Housekeeping maintained and cleaning checklist signed*

3.4 Daily replenishment and size audit done from the back store*

3.5 All stocks/options are available on the shop floor*

4. VISUAL MERCHANDISING

Questions

20 Questions

4.1 WOW/ Supergood lines is launch correct to the guidelines supported with stocks*

4.2 Sales floor merchandised as per brand guidelines- key sightlines maintained; correct trend layout is implemented as per the guidelines*

4.3 All high level graphics correct to guidelines and supported by stocks*

4.4 Mannequins correctly displayed as per visual guidelines, stock available in store and drives ATV and IPC*

4.5 Hanger position, steaming ,size order ,out posting , and folding disciplines followed*

4.6 New Logo hanger in used across all department in the entire sales floor.*

4.7 All Label Lounge stocks are in wooden hanger and correct POS*

4.8 All A3 generic POS in used and supported with stocks.*

4.9 All Promos are supported with stocks and with correct POS*

4.10 Eye level POS ( pictorial) in place and supported with stocks*

4.11 Super good POS prominently use in all trends supported with correct product.*

4.12 Out posting is maximized throughout the floor and correctly used to increase ATV and IPC*

4.13 Stock densities maximized on the shop floor and are in line with current sales where applicable*

4.14 Weekly best sellers have been identified and are displayed within prominent positions*

4.15 Floor moves , VM refresh actioned by Wednesday at the latest*

4.16 All size options represented/merchandised in size order*

4.17 Accessories displayed correct as per guidelines for New & Old concept store*

4.18 Footwear lay out correct to guidelines & New Lines are highlighted*

4.19 Window / Table Mapping done & recorded in the Performance Diary with action plan*

4.20 Merchandise on sales floor security tagged and priced*

5. CASH DESK SERVICE

Questions

11 Questions

5.1 Till area clear, properly stocked bags with all size of carry bag and organized*

5.2 Refund and Exchange & Consumer rights policy clearly displayed at till point*

5.3 If there is a queue did the Sales Assistant offer an apology and thank the customer for waiting?*

5.4 Are there sufficient till open & team is aware of 2 is a Queue*

5.5 Sales assistant make a positive comment about the customer’s choice of selection?*

5.6 Sales Assistant fold and wrap the customers’ purchase with care?*

5.7 Sales Assistant engage the customer in friendly conversation throughout the process of the transaction?*

5.8 Sales Assistant thank the customer in a genuine and friendly manner that would encourage the customer to return and shop again?*

5.9 POS keys distributed as per policy*

5.10 Customer comment book available and tracker sent to HO monthly*

5.11 Visitors book available and being used*

6. STAFF GROOMING

Questions

4 Questions

6.1 Correct uniform in new logo being worn as per brand policy*

6.2 Name badge and lanyard worn and in good condition*

6.3 Footwear clean and polished, no trainors while on duty*

6.4 All staff appropriately groomed clean shaven , make up ,hair with no excessive jewelry*

7. DRIVING SALES INSTORE & TEAM AWARENESS

Questions

8 Questions

7.1 Daily team brief completed and communicated to team*

7.2 Performance diary and Store Force information updated to drive commerciality*

7.3 Store team aware of store KPI targets for ATV, IPC and Conversion rate*

7.4 Staff can communicate daily target, month to date achievement, variance to LY, current ATV, IPC and conversion rate*

7.5 Management aware of current stock holding, weeks cover, department contribution*

7.6 Team can identify best and worst sellers and current promotions*

7.7 Weekly Commercial Action Plan completed and results reviewed from previous week*

7.8 Store Force Application is used to its full potential*

8. CUSTOMER SERVICE

Questions

12 Questions

8.1 Sales Assistant greet the customer with a friendly and confident manner with the first few minutes of entering the store?*

8.2 Sales Assistant allow the customer to browse the store at ease and offer their name to the customer so the customer knows help is on hand when needed?*

8.3 Did the Sales Assistant establish a connection with the customer? * Notice something about the customer and make a positive comment, or share something about themselves.*

8.4 Sales Assistant engage the customer in a genuine and interesting conversation about the product/occasion?*

8.5 Sales Assistant ask questions to establish their needs and then listen and interpret what the customer was saying?*

8.6 Sales Assistant use their product knowledge to talk passionately to the customer about the features and benefit of the product?*

8.7 Sales Assistant offer additional coordinating items to compliment the product the customer has selected?*

8.8 Sales Assistant accompany the customer to the Fitting Room, or seamlessly hand over to another Fashion Consultant at the Fitting Room?*

8.9 Sales Assistant offer their name and let the customer know that they are available to help if required?*

8.10 Sales Assistant offer everything they could to help the customer find the perfect outfit?*

8.11 CSC - Customer Service Observation checklists in use (BOC)*

8.12 Are the team using the HEART approcah to all customers?*

9. PERSONAL DEVELOPMENT

Questions

6 Questions

9.1 All new staff are working through their induction and probation review is done monthly*

9.2 New staff assigned with a Buddy and signed job description*

9.3 Staff files updated and PDPs completed and reviewed*

9.4 Employee I Tracker updated*

9.5 PIP and Poor performance documented correctly and filed in personal file*

9.6 All staff are registering in/out on the biometric system*

10. STOCK MANAGEMENT

Questions

6 Questions

10.1 Any WH returns and IBT's actioned within 24hrs*

10.2 SIM Reconciliation and shipments updated daily*

10.3 All ASN's are authorized by management*

10.4 SED(Short, Excess, Damaged) statement prepared and communicated to WH*

10.5 Fragments report and shop request are sent weekly*

10.6 Delivery quantities are correct and matches with ASN's*

11. BACK OF HOUSE/STOCKROOM STANDARDS

Questions

13 Questions

11.1 Stockroom, office is clean, tidy and organized as per model store standard*

11.2 No fragments stock or overstock is kept in the back store*

11.3 All VM materials i.e., acrylic and price points are kept tidy in one section*

11.4 Trading/non trading items stored separately and labeled*

11.5 Damaged stocks identified, signed by Store Manager and stored in designated area*

11.6 Monthly write offs actioned by 25th of each month*

11.7 Deliveries processed and SIM confirmed on day of receipt*

11.8 Pantry area is clean*

11.9 Notice boards up to date*

11.10 Rota displayed, and signed by manager*

11.11 Customer holds have reservation tickets and checked daily*

11.12 SOP's printed & filed in Loss Prevention file*

11.13 Emails are archived regularly*

12. ADMIN AND SECURITY

Questions

12 Questions

12.1 Staff declaration form used by all staff*

12.2 Locker spot check done on periodic basis for all staff*

12.3 Staff discounts recorded on log*

12.4 Security Tag Checks and Sensormatic operational and log maintained*

12.5 Till handover forms and till summary reports maintained with manager signature*

12.6 Till float contains loose change*

12.7 Till spot checks done on periodic basis (attached Till spot check)*

12.8 Till variance log maintained for each cashier*

12.9 Lost/Found register maintained and items handed over to mall security within 24hrs*