The Fine Print
S.O.L.E.
Rules and Policies
Operational Excellence
Nike Memberships
100
The correct foot and size needed to make a Men's footwear display.
Left foot, size M 9. If there are no 9's in stock, use the next closest size up or down.
100
The S in SOLE recommends that consumers should be greeted within how long after entering the store or entering your zone?
What is
30 seconds
100
What does it mean when something is considered KIT or Keep It Tight?
KIT means that whatever topics are discussed must stay private between the parties involved and avoid discussing with others outside private spaces.
(e.g., coaching conversations, knowledge about upcoming shoe drops that the public does not yet know, security codes used in our store, etc.)
100
Explain what it means to 'cascade' or 'waterfall' when it comes to apparel. Name 2 important standards to remember when cascading.
One hanger is hooked in front of another hanger, which helps save bin space when backstocking.
1. Bra hangers are never cascaded
2. Only cascade two hangers of the same size item
100
True or False: Nike member benefits can vary across the world -- some features and services are not available in all Nike geographies.
What is False
e.g. The Nike Run Club app is available in many countries, but not all countries in the world.
e.g. Member exclusive discounts can vary depending on a user's location, season, and other factors.
200
Name at least 4 areas that should be fixed according to visual merchandising standards.
- price tags tucked in
- correct size order
- size beads on the hangers
- size stickers removed
- missing fixture signage
- backwards hanger “?”
200
The best way to learn about a consumer’s needs when asking them questions.
(Hint: ask ‘this’ question, avoid ‘that’)
What are
Open-ended questions (avoid yes/no questions)
200
Explain the three types of theft.
- Internal: when an employee takes something that does not belong to them or they have not paid for.
- External: when a non-employee takes something that does not belong to them or they have not paid for.
- Operational errors: mistakes that cause loss for the company such as incorrectly scanning in shipment, register errors, mismate shoes in footwear boxes, etc.)
200
**DAILY DOUBLE**
What is the maximum height limit when stacking boxes or cartons in BOH?
200
The number of times in a given year that a Nike member receives a birthday coupon.
TWO: one coupon on their birthday month, and another coupon six months later on the month of their half-birthday.
300
Explain how conversion is measured, and how it impacts our business.
Conversion: the % of consumers who make a purchase out of the total traffic for the day.
Higher conversion = better business because more consumers are making a purchase and not merely browsing.
300
Explain actions/behaviors involved in active listening, and which step in SOLE it aligns with best.
- Nodding, making eye contact, repeating consumer’s needs, asking clarification questions
- LEARN; signals to the consumer that you are seeking to understand their needs to help them in the best ways possible.
300
At least 5 items that are NOT allowed to be brought inside fitting rooms.
- No shoes/footwear
- No EQ: socks, hats, backpacks, water bottles, headbands, basketball/soccer balls, etc.
- No mesh bags
300
The difference between a defective item and an obsolete item.
Defective item: an item being returned by a consumer which has damage on it that prevents it from being resold. Must process return under 'defective'.
Obsolete item: an unsold item in store that becomes damaged and can no longer be sold.
300
Three easy ways that consumers can become Nike members for free.
1. In-store by scanning a QR code to sign up with their email or to download any of the Nike Apps.
2. Through apps: consumers can download and use any of the Nike apps (Nike, NRC, NTC, SNKRS)
3. On Nike.com: consumers can go to the nike website and sign up on their own or with help over the phone or through chat.
400
List 3+ things that do not adhere to staff dress policy.
- Open-toed footwear
- Wearing hats/caps
- Sleeveless tops
- Non-Nike logos
- Offensive wording on clothing
400
**DAILY DOUBLE**
A consumer walks into the store wearing headphones and does not hear you greet them.
a.) What are other ways you can acknowledge this customer?
b.) Why is it important to do so?
a.) Greet nonverbally- smile, nod, wave, stay visible nearby.
b.) Important so they know who to ask for help, and because every consumer should receive a welcome from us to signal our readiness to help.
400
What EAP stands for, and its purpose.
EAP = Employee Assistance Program
- A free and confidential counseling, education and referral service. They offer support for a range of issues eg. managing anxiety, sleep issues, depression, stress resiliency, etc.
400
Explain in detail the steps for fulfilling a BOPIS order.
- Open SCORE app to locate order
- Scan each item in the order
- Bag items
- Print order label and affix to bag
- Notify consumer for pickup
- Place bag in holds bin
500
The correct color order when organizing an apparel clearance rounder. (include pink and neutrals in your response)
What is
Pink / ROYGBIV / Neutrals (white, gray, black, brown)
500
The purpose of O in SOLE. (explain which word it highlights, and at least 2 points explaining its purpose)
OBSERVE:
- Look for behaviors, body language, and level of eye contact from consumers
- Watch for cues that indicate if consumer is a certain type (rushed, distracted, leisure shopper, etc.)
- Use observe to guide us on how to best approach and help them.
500
Explain Nike’s return policy. (Hint: 2 key points)
- If within 60 days and they have the receipt, worn or unworn, consumers can return anything no questions asked
- If past 60 days OR if consumer has no receipt, then no returns and no exchanges will be allowed
500
The number of times per week each of the following procedures are executed:
- Bin Audit
- Full Store Scan
- Out of Stock Audit
- Bin Audit = 2x T/Th
- Full Store Scan = 1x every Sunday
- Out of Stock Audit = 3x M/W/F
500
Name as many Nike Membership benefits as you can think of! (minimum of 4 to get the points)
- Free shipping on online orders
- Receiptless returns
- Extra copies of receipts on account and sent to email
- 60 days wear test
- 60 days return window
- Member exclusive coupons and promos