Touring (Store Standards)
Welcome
Developing Talent
Provide Feedback
Tools For Success
100
Touring is a task that occurs,How often? Be specific!
Several times a day
100
What are key points and standards that are important to the customers as they shop in the store?
*Clean
* Fast
*Friendly
100
What is a leader teacher?
A leader teacher is a leader who identifies or creates learning moments that allow people to share their ideas and perspectives
100
What is constructive feedback?
Constructive feedback is communication that brings to an individual’s attention an area in which their performance could improve.
100
What does the acronym AMP stand for?
Activity Management Planner
200
Touring is a chance to help you learn to see
the store through the customer’s eyes
200
In what ways do support managers and department managers differ in dealing with operations?
Department managers manage the workload and the processes to complete according to the available workforce scheduled in the department.
Support managers plan for coverage and assign associates specific areas to zone and provide customer service.
200
What is your role in the Pathways program?
*Understand and execute Pathways.
* Schedule associates appropriately so that they have time to complete their training
200
When should you provide constructive feedback and what are the benefits of providing it?
In a timely fashion, when performance or behavior is still at or above acceptable level, and a company policy has not been violated, but:
■ There has been a noticeable decrease in behavior or performance recently.
* Benefits to the associate include being alerted to potential problems that will affect the customer, the store, or other associates
200
What is the name of the resource you will refer to weekly in order to execute merchandising for your department?
The AMP
300
How can an support manager resolve opportunities to improve the customer shopping experience by touring?
1.Tour to establish, clarify, and reinforce clean, fast, friendly standards.
2.Follow up with your associates to recognize successes and to address opportunities
300
In what ways do support managers and department managers differ in dealing with customer service?
* Department managers focus on delivering customer service in the department.
* Support managers ensure service counters are staffed and service is being executed.
* Support managers engage in and model the 10 Foot Rule and ensure all associates they work with are providing customer service
300
What is a teachable moment?
*A teachable moment is an opportunity where a person can improve their skill set, their knowledge, or their approach to solving a challenge.
* It is an opportunity for you to show a person, ‘in the moment,’ what good looks like.
300
What are the key actions that can help you structure your feedback conversations?
*Convey your positive intent.
*Describe the issue.
*State the Impact.
* Seek a response.
*Focus on solutions.
300
What are the comprehensive guides that explain how to execute routines, store standards and processes within each department?
The One Best Way Guides
400
What is the support manager role, as it pertains to touring?
1. Set the expectation to tour at least one department daily?
2. Tour to assess standards using the One Best Way Guides.
3. Teach “what good looks like” to associates.
4. Ask “why” to discover root causes of exceptions
400
In what ways do support managers and department managers differ in dealing with touring?
Department managers tour their areas and help establish their daily priorities.
Support managers assess the zoning and customer service needs in all areas and assign resources as needed.
400
What is a learn-able moment?
An opportunity where you can learn from associates to improve your skill set, knowledge, or approach to solving a challenge.
Each teachable moment can also be a learn-able moment.
400
When should you provide recognition and what are the benefits of providing it?
* Provide when an associate demonstrates good performance or behavior. Look for opportunities.
* Benefits include motivated associates, repeated high performance, and a better experience for our customer.
400
Which app shows the sales for a department?
The Sales App
500
What basic store standards should a support manager assess in every area of the store, all year long?
1.Customer service
2.Cleanliness/zoning
3.In-stock/availability
4.Signing
5.Product displays
6.Feature presentation
500
In what ways do support managers and department managers differ in dealing with safety?
o
Department managers ensure they are working safely and their departments are free from safety hazards.
Support managers promote safety throughout the entire store and model safe practices for employees in multiple departments.
500
What strategy should you use to develop talent in your area?
Leader strategy five key actions:
■Key Action 1: Identify teachable moments.
■Key Action 2: Confirm the person is ready for development.
■Key Action 3: Use open-ended questions to facilitate communication.
■Key Action 4: Gain agreement on a course of action.
■Key Action 5: Offer support.
500
How do you think recognition benefits
a) your associates,
b) your store,
c) the customer?
a) Associates feel motivated
b) The store is more productive when associates feel good about their jobs
c) Customers have a better experience when enthusiastic associates help them
500
What are the three tools within the Inventory Management App
* Sales floor Tool
* Backroom Tool
* Shelf Availability Tool