Quarterly Visit Recap (QVR)

Store #: Person(s) Completing QVR: Scoring: Y = 1, N = 0 Quarterly Visit Score:

Q4

Customer Experience:
The store reflects a sense of store pride - clean, well lit, maintained and inspiring. As a customer, would you walk away saying the team cares about the store? Employees are engaged with customers and the Floor Supe is the visible service leader. Pressure points in the store are wellstaffed, allowing employees to interact with and assist customers, even during peak hours. Making a purchase in the store is easy! Fitting room and cash wrap lines are well-managed. Associates are trained to assist giftbuyers in finding wish list items and providing great suggestions. Staffing and payroll usage is customer-focused (check break sheets for coverage and FS zoning). What does scheduling look like on weekends and peak days? Is the team utilizing on-calls/extended shifts wisely? Is FS ensuring rest and meal breaks are happening timely and with seamless coverage? Team is disciplined in utilizing the MPOS device as a service tool (ask how they allocate all devices throughout the day.) Review the team's MPOS send sale numbers, review the Holiday MPOS Equipment Sign-Off and discuss best practices for usage. Overall Customer Experience score (out of 5):

Q4 Date

Merchandising and Display:

Provide feedback on the team's execution of the season's concepts. Has direction been interpreted and adapted to address the needs of the local customer and store layout? Discuss the craftsmanship and elements of the art layer. What display or art layer projects are happening prior to Christmas? Styling shows clear concept differentiation, an understanding of current silhouettes, and a balance of aspirational and market appropriate choices. Ask the team to discuss their holiday-specific styling strategies.

Walkthroughs are used to set directives that make an impact on sales. The team is empowered to balance company direction with risk taking, ownership and localization. (Ask a Department Manager to discuss a change they made this week based on the walkthrough). The team has a strategy for daily maintenance, replenishment and recovery. Additionally, employees are trained and assigned to update vignettes and forms as needed on weekends, evenings and peak days. Promos and sale are well-signed and contain appropriate levels of product. Sale areas are organized, replened effectively, and the team has efficient markdown systems in place. (Ask a Department Manager or TL/MTL to walk you through their process). Overall Merchandising and Display score (out of 5):

Product Flow and Back of House

Shipment process is effective and the team has systems in place to get new and replenishment merchandise to the floor productively (observe and participate in the shipment process and/or review the Holiday Receivolution Assessment). Give suggestions for maximizing productivity. Receiving and backstock are organized and run efficiently (ask team to do a receiving walk through of the entire space). Observe how product flows, how backstock is marked down, and how RTVs, damages and job outs are processed. Talk to the team about how they are using the Replen App or report. Pack & Ship Process is organized and efficient: Spend time walking through the store's process with them. Review Orders Shipped and Fill Rate (MTD & QTD). Provide critique and feedback. Cleanliness and organization standards in the Office & Display Room are maintained during Q4. Is the office cleanliness contributing to the peak season chaos? Is the Display Room clean, organized, free of sawdust & hazards? Are tools not in use unplugged? What would an inspector say if he/she walked in? Product Flow and Back of House Score (out of 4):

Employee Engagement
Back of House Pride! Bathrooms, break areas and hallways reflect the same level of awareness and pride as the sales floor. Is the team utilizing training tools for development? Has the store effectively on-boarded seasonal hires? (check SATG checklist & feedback survey). Ask a sales associate about the training at their orientation, Holiday All-Store Meeting and/or any activities/labs they've been a part of.

Employee communication is effective. The team has consistent and positive ways to ensure all employees know what is happening within the store and from Home Office. Does the Floor Supe or another manager check in with each employee at the start of their shift and share updates/info needed for their shift? There is a strong sense of store pride and a healthy balance of hard work and FUN! Are we promoting teamwork, learning and a sense of ownership at all levels? What feedback did the team get from the engagement survey regarding holiday fun and what do they have planned? Overall Employee Engagement Score (out of 4):

Q4 Holiday 2013

Quarterly Visit Recap

GRADING SCALE (OUT OF 18):
A+ = A= A- = B= B- = 18 17 16 15 14 C= D= F= 13 12-10 9-0 TOTAL QVR COUNT:

TOTAL QVR SCORE:

Q4: Visit Feedback

Follow Up Dates

Progress since previous visit:

Review open and recently filled positions: - What recruiting support is needed? - What onboarding/new hire training is happening to ensure success?

List open facilities and POS issues. What remedy/escalation is needed from the DM/DMM?

Overall feedback (successes & opportunities)

List the top 3 priorities for the store based on this visit:

Q4 Holiday 2013