This vs. Last Score

100%
This Evaluation

100%
Last Evaluation
Location Avg YTD

80%

36 Evaluations

Sectional Scores

Location Vs Company Current Period

98%
Current Period Average

93%
Current Period Average
Sectional Change
Section This Evaluation Last Evaluation +/-
Overall good 100% good 100% -- +0%
Store Appearance good 100% good 100% -- +0%
First Impression ... good 100% good 100% -- +0%
Customer Service ... good 100% good 100% -- +0%
Cashier good 100% good 100% -- +0%
Overall Impressions good 100% good 100% -- +0%
Loc vs District Sectional Scores

Question

Score

Answer

Shop date
4/18/2021
 
Day:
Sunday
 
Time In
7:34 PM
 
Time you exited the location:
7:59 PM
 
Item Purchased:
Running Shoes
 
Purchase Amount:
$70
 
# of associates:
3
 
# of customers when you entered:
7
 
Store Appearance 100% (10/10)
1. Was the front entrance (window sills, glass, floors) clean?
Yes
2/2
2. Was the dressing room clean?
Yes
1/1
3. Was the register area clean?
Yes
1/1
4. Was merchandise displayed neatly on the walls, racks and shelves?
Yes
2/2
5. Was merchandise clearly priced? (If No, please explain in the comments.)
Yes
2/2
6. Was sale merchandise clearly signed throughout the store? (If no, please explain in the comments.)
Yes
1/1
7. Were all lights and illuminated signs working?
Yes
1/1
Comments regarding Appearance:
When I entered the location at 7:34 PM on Sunday, April 18, 2021, I noted the front entrance was very welcoming. The window sills and glass were clean and free of smudges. The location was very neat and well organized, with items attractively displayed. The display tables with clothing were all very nicely presented, with the clothing precisely folded. The dressing area was well lit and clean. The register area was centrally located in the store and was not cluttered. Everything I looked at had pricing clearly displayed. All lights were illuminated and working.
First Impression & Greeting 100% (10/10)
8. Were all employees in attire which meets the dress code?
Yes
1/1
9. Were all employees wearing legible name tags (associates' first names and management's name and title displayed)?
Yes
1/1
10. Were you greeted/acknowledged in a friendly manner with 25 seconds after entering the store?
Yes
2/2
....How many minutes passed before you were greeted/acknowledged?
00:21 min:sec
 
11. As you walked around the store, did you receive a greeting by any associates that you passed?
Yes
2/2
12. When you asked about a particular product, did this associate take you to the product?
Yes
2/2
....What product did you ask about?
Running Shoes
 
13. Was the associate that you interacted with on the sales floor knowledgeable?
Yes
1/1
14. Were all customers being attended to regardless of where they were in the store? (If there were NO other customers in the store, you MUST answer this question YES.)
Yes
1/1
Comments regarding the impression/greeting:
Haylie greeted me within 21-seconds of me entering the store. She smiled, made eye contact, and greeted me by saying, "Hi. How can I help you today" I asked if they carried wide widths in women's running shoes, and she confirmed they did. Haylie showed me the shoes they carried and asked my size. She knew exactly what she had in stock and was helpful and informative. When another customer came into the store, she excused herself for a moment to greet them. She was attentive to the other customer and me. Haylie was neatly attired in a clean uniform and her name badge was clearly visible. As I walked around the store, the two other employees on duty greeted me.
Customer Service & Sales Ability 100% (44/44)
Associate Assessment
 NameGenderAgeHeightHair Color
Associate InformationHaylieFemale 5 ft 5 in Blond
15. Did the sales associate establish eye contact?
Yes
2/2
16. Did the sales associate offer friendly conversation?
Yes
3/3
17. Did the sales associate seem enthusiastic and positive?
Yes
2/2
18. Did the sales associate explore your needs?
Yes
3/3
19. Did the sales associate suggest items which met your needs?
Yes
4/4
20. Did the sales associate show initiative in mentioning features?
Yes
3/3
21. Did the sales associate encourage you to try the product?
Yes
4/4
22. Did the sales associate attempt to overcome your objection?
Yes
4/4
....What was your objection?
Color of shoes.
 
23. Did the sales associate suggest any DIFFERENT items in addition to the one you initially asked about?
Yes
1/1
....If yes, what item/s?
Handheld water bottle.
 
24. Did the sales associate attempt to close the sale? (If no, check N/A on question 26)
Yes
3/3
25. Did the sales associate offer to order out of stock items for you? (Footwear or clothing only)
Yes
3/3
26. If the associate was unsuccessful in closing the sale, did he/she pursue the sale further by offering to hold/layaway the merchandise?
N/A
0/0
27. Did the sales associate thank you (whether or not the sale was made)?
Yes
2/2
28. Did the sales associate seem courteous throughout the entire interaction?
Yes
2/2
29. Rate the associate on his/her selling skills regarding product features and benefits:
Excellent
4/4
....If you rated the employee below excellent please provide an explanation of what action would have resulted in an excellent rating:
 
 
30. Rate the associate on his/her product knowledge:
Excellent
4/4
....If you rated the employee below excellent please provide an explanation of what action would have resulted in an excellent rating:
 
 
Comments regarding Service and Sales:
Haylie was very engaging and helpful throughout the whole interaction. She offered friendly conversation about some of her favorite running routes and made some helpful suggestions of new areas I could try. She was enthusiastic and positive. She asked if I would be using the shoes for trail or road running and suggested styles that fit my needs. She mentioned that the pair of shoes I had chosen would be a wonderful option for trail running, as they had great grip. She encouraged me to try them on, so I agreed. She returned quickly with my size and assisted me with trying them on. When I told her I wasn't sure the color was right for me, she was able to show me some different options they had online and said they could ship them directly to me or to the store, both free of cost. She asked if I wanted to go ahead and do that, and I agreed. On our way to the register, she pointed out the handheld water bottles, which, she mentioned, were really convenient for long runs. She was pleasant and polite throughout our conversation.
Cashier 100% (18/18)
Cashier Assessment
 NameGenderAgeHeightHair Color
Associate InformationHaylieFemale 5 ft 5 in Blond
31. Did the cashier offer a friendly verbal greeting? (This is N/A if the cashier is the associate who helped you on the floor.)
Yes
2/2
32. Did the cashier make friendly conversation with you?
Yes
2/2
33. Did the cashier ask if you had a member card?
Yes
2/2
....If you do not have a member card, did the cashier tell you about the program and ask you to enroll?
Yes
 
.....If yes, what were you told?
Points earned for each $10 spent.
 
Item Purchased:
Shoes
 
34. Did the cashier attempt to add on another item to your purchase?
Yes
2/2
35. Did the cashier handle the transaction efficiently?
Yes
2/2
36. Did the cashier handle incoming phone calls in a positive, friendly manner without letting the call interfere with the transaction?
Yes
2/2
37. Did the cashier thank you in a friendly manner?
Yes
2/2
38. Did the cashier acknowledge waiting customers?
Yes
2/2
39. Did the cashier attempt to get help when more than 3 customers entered the line?
Yes
2/2
Comments regarding the Cashier:
Haylie suggested adding socks when I checked out. She told me about the buy one, get one free deal they had. She was friendly, smiling and made eye contact. She asked if I was a club card member, and I let her know I was not. She told me about the program and signed me up. She told me I did not need a card, as they could just look me up in the computer by my telephone number. She thanked me warmly at the end of the interaction. While we were checking out, the phone rang and she was able to answer it in a friendly manner and transfer the call without interfering with the transaction. When another guest approached to purchase an item, she was able to seamlessly call another employee up to help.
Overall Impressions 100% (18/18)
40. Did all employees interrupt their work on projects (stocking displays, etc.) to assist customers?
Yes
2/2
41. Did all employees appear productive when not assisting customers?
Yes
2/2
42. Was the store running as efficiently as possible?
Yes
2/2
43. As you were leaving the store, did a floor sales associate offer a closing remark (e.g. thank you, good day) and/or invite you back?
Yes
2/2
44. Based on the customer service you received during this visit, would you return to this store and recommend it to your friends?
Yes
10/10
....Why or why not?
Haylie had good product knowledge. She was pleasant and had an upbeat, enthusiastic attitude throughout our conversation. She was well-groomed and presented herself professionally. The store was clean, well-stocked, and attractive. When I left, another employee on the floor thanked me for coming in and wished me a good day. I would definitely return because of Haylie's product knowledge and the assistance she provided.
Comments regarding Overall Impressions:
Overall, I thought this was a very nice store. There was a good selection of items to choose from. It was well merchandised, neat, and everything was attractively displayed. The employees were well-groomed, polite, and friendly. The employees thanked me and seemed to appreciate my business.