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THE BIG 4
Individual ASSESSMENT TOOL
BIG 4 ASSESSMENT QUESTIONS
ACHIEVEMENT
Total
QUALITY OF TEAM (Activities: Floor Control on Awareness. Energy on Greeting) (5 points)
Team member exhibits good energy (smiling, passionate, proactive) in store.
Team member aware all customers that come in the store and greet them properly.
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Team member is properly groomed (Hygiene) and meets a standard for dress code
Team member uses a proper approach to greet every customer within 15 sec (Merchandise/ Service/ Complement approach).
Team member greets every customer in a friendly relaxed way and makes them feel welcome.
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TRAINING (Activities: G.O.L.D. tips, QFABQ application and Role Play Activities) (5 points)
Team member is available to serve multiple customers during peak traffic or is team selling
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Team member is using 5Ws to ask open-ended questions to determine the customer's needs. (ask at least 3Ws)
Team member suggests additional items that relate to customer's needs (SC, HB, ACC, 2nd pair of footwear).
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Team member reassures the customer of their purchase(s), thank you and reinvite the customer.
Team member suggests matching product(s) and communicates F.A.B. properly to each customer.
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OPERATIONS (Activities: Store Agenda/ Processes/ Stockroom training (2.5 points)
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Team member is available for all shifts so that schedules are created according to business needs?
Team member contributes to an organized stockroom and puts shoes back in correct sequence.
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Team member achieves goals set in MBO and is able to be coached when below target
PRODUCT AND VM (Activities: R.O.S. - Review Style Guide/ PK, Verification list and VM workshops) (2.5 points)
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R.O.S. coaches rest of team on PK, Best Seller, F.A.B. and affects positive results in their section.
R.O.S to ensure best seller and new arrivals are at eye level and key areas of the store.
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R.O.S. to ensure proper use of verification list and VM detailing in their section with the rest of the team.
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TOTAL SCORE (out of 15)
TOTAL SCORE (out of 15)
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