DFC
What does DFC stand for?
Dynamic floor coverage
What do A,C, + E stand for?
A- Attend
C- Create
E- Encourage
What does UPT stand for?
Units Per Transaction
What are the 2 pillars of our OMNI channel business and what do they stand for?
SFS - Ship From Store
BOPIS - Buy Online Pick-up In Store
You're in BOH for the day. There are 5 SFS orders, 2 BOPIS, restock is at 70, and nobody has checked voicemails yet. What is the correct order of priority?
- One-of's on SFS
- BOPIS orders
- Restock
- Voicemails in between pulls of 20
What are the 2 roles of educators on the floor?
floaters and hosts
What is the sales equation for conversion?
Number of transactions divided by number of guests
At what point in the guest journey is it easiest to influence UPT?
The fitting rooms - you can bring in additional options that might not be what they're coming in for.
What other OMNI channel services do we offer?
Curbside pick-up, digital hemming, appointment shopping, and waitlist
It's Thursday at 4pm. Your floor leader asked you to host in fits for the 3-4pm post work rush. The table is piled high with clothes and there are 2 people in fitting rooms with educator initials on them. What do you do next?
Float out. Your leader assigned you to host fits. When there is only 2 people left in the fitting rooms, there is no longer a need for a host. You were not assigned recovery!
What tool can we assess to see if we have adequate support for dynamic floor coverage?
The labor demand curve. This is printed out every day and shows us what hours of the day are peaks and lulls based on 6 weeks of AI date tracking our sales and traffic
What conversation tactic do we use with guests to find the right product for them?
open-ended questions
What is a controllable we use to influence UPT?
Visual Merchandising
What is the SLA to fulfill a SFS order and a BOPIS order?
SFS - 24 hours
BOPIS - 1 hour
You wake up not feeling well, and you don't think you can pass the health declaration. What is your next steps?
- post on zipline to look for coverage for the day
- look on dayforce to see who is your floor leader
- text or call that floor leader directly to let them know you will not be in for your shift.
5 new guests have walked into the store, you notice there are 3 educators at the front of the store talking with each other, what do you do next?
Check in with the guests (we can manage 3-5 at a time), and deliver feedback to the educators at the front of the store.
It's 2pm on a Monday, and for the past 3 weeks our conversion has dipped 5% between 2-3, what are some questions you can ask?
- how many people are on break?
- are we focusing too much on recovery?
- are we not quick enough to assign hosts?
Returns. This can be solved by turning them into exchanges and upselling something additional.
Why do we want our cancellations to be low?
A guest with product is a HAPPY guest - this boosts our NPS, contributes to our OMNI booster, and means more money in our pockets
A guest comes up to you at the cash register and they say 'i saw that tiktok video that I can come in and exchange my pants so I brought 10 old pairs to swap out' - what are your next steps?
Educate them! While we don't offer a warranty, we have many systems that can support them such as hemming, repairs, and de-pilling. We also can take a look to see if any of the products are not performing for their current activity and help them find something different.
It's Saturday at 2pm (peak), you notice a line forming in the fitting room while your FL is at the front of the store - what do you do next?
Flip into a hosting role to cover the gap, communicate with your floor leader when it's appropriate and accessible
What is our current conversion for the month of October?
23.9%
What is our current UPT for the month of October?
1.5
What is the SOP for SFS in order?
- pick batch
- detag and desticker
- fold product nicely while doing this step above
- print all orders from batch
- transfer all product from batch to PPS orders
- pack one order at a time
- put in garbage bag as you go
- complete all over once batch is complete.
You just got invited on a road trip to the west coast - amazing! What are your next steps to get the time off work?
- email to milah + keely that you are requesting vacation
- input the vacation days as a time-off request in dayforce
- add a comment to your request on dayforce