EMPLOYEE Name: ___________________________

Date completed: ___________________________

Complete this SKATER Certification when SKATER Online Training is done. As you Observe, or Role Play each letter with your Trainee,
check off each icon completed. Reference the “look for” section for helpful tips on what you should observe. If your associate doesn’t
demonstrate the desired behavior, let them see you demonstrate it, and try again. Once the employee is 100% with their S.K.A.T.E.R.
training, store this document in their VRU training file for future reference.

SMILE & GREET Trainer sign off: ____________

SEE IN ACTION OR ROLE PLAY:

ASK OR ROLE PLAY:

1. What does greeting for Big Wave sound like compared to Small Wave?

Look for: greeting in all zones; moving from behind racks, the cashwrap or other physical barriers as well as pausing conversation with other
associates; recognizing and moving at the customer’s pace through visual and verbal cues; ability to interact with the customer using personalized
(instead of standardized) identifiers.

KNOW YOUR CUSTOMER WANTS AND NEEDS Trainer sign off: ____________

SEE IN ACTION OR ROLE PLAY:

ASK OR ROLE PLAY:

1. What are three ways to stay up to date on product knowledge?

Look for: engaging the customer(s) in conversation using identifiers that are individual vs. generic; listening to the customer to understand, not just
to respond and appropriate follow up questions; presenting the store layout and product with confidence and depth of knowledge.

ADD ON Trainer sign off: ____________

SEE IN ACTION OR ROLE PLAY:

ASK OR ROLE PLAY:

1. Demonstrate how you would introduce Vans Family on the Sales Floor.
2. When would you suggest online options to your customer? How would you do it?

Look for: adding additional items to complement the customer selection or to meet their wants/needs based on identifiers from “K”; ability to
transition the customer from apparel to footwear, footwear to apparel, promotion to full price, full price to promotion; layering on to a customer’s
purchase using good, better, best as the guideline

Last Updated

11/8/2019 USCA-VRU-CE-101
 EMPLOYEE Name: ___________________________
Date completed: ___________________________

TIE IT UP Trainer sign off: ____________

SEE IN ACTION OR ROLE PLAY:

ASK OR ROLE PLAY:

1. What are the three questions you should ask yourself in any situation to remember the message of WWVD?

Look for: quick check in with the customer once they are trying on product, ability to identify cues that the customer likes/doesn’t like something and
asking follow up questions to suggest alternatives; reinforcing the customer’s selections and adding value by giving additional benefits and/or
personal connection to customer’s wants/needs.

END WITH A SMILE & THANK YOU Trainer sign off: ____________

SEE IN ACTION OR ROLE PLAY:

ASK OR ROLE PLAY:

1. What are three ways to check in with a customer exiting the store based on identifiers?

Look for: continuing efforts to build a lasting relationship with the customer, reference to identifiers used throughout the store; reference to Vans
Family and/or empathy to the customer’s experience in the store; a thank you, invitation back, and/or continuing Vanstastic experience even when
the customer is leaving.

REPLENISH THE SALES FLOOR Trainer sign off: ____________

SEE IN ACTION OR ROLE PLAY:

ASK OR ROLE PLAY:

1. Why are drags important?

Look for: walking the zone at the beginning of shift or while covering to identify new and/or sold through product; walking the stockroom and asking
questions about sell through to help customers quickly and identify possible replenishment; continuous recovery and replenishment in between
customers throughout their shift.
Notes:

Last Updated
USCA-VRU-CE-101
11/8/2019