Competition

AUDITOR DETAILS
AUDITOR 1 NAME AGE OCCUPATION EDUCATIONAL BACKGROUND AUDITOR 2

AUDIT GUIDELINES Please fill in the details of auditor 2 only in case of couple visits' Please provide your ratings in the rating column - Column L only Please code '9' in the Rating column wherever it is Not applicable Colour the applicable number / code in yellow color in the visit scenario. Mark only one option unless specified Please provide your comments wherever asked for. Please support every non-confomance that you have specified with a detailed reason/description Please carry a bag with you while going for the audits

Competition
STORE DETAILS
NAME OF THE COMPETITION STORE LOCATION CITY TIME OF ENTERING THE STORE TIME OF EXITING THE STORE DATE OF AUDIT

VISIT SCENARIOS
No. OF AUDITORS SEX AUDITOR 1 AUDITOR 2 FEMALE MALE SINGLE MALE MALE 25-30 28-30 WEEKDAY 1 1 1 1 1 1 COUPLE FEMALE FEMALE 30-35 30-35 WEEKEND 2 2 2 2 2 2

AGE

DAY OF AUDIT

Rating

I Exterior
If there is an Aisle signage please respond to 'Section 1- Aisle signage' else go to 'Section 2- Main Store Signage' 1 Aisle signage Yes - 1 a The signage was clearly and distinctly visible when walking towards the store No - 2 Yes - 1 b The signage was clean, clear and there were no marks/ scratches on it No - 2 Yes - 1 c Was the aisle signage tilted on a particular side? No - 2 2 Main store signage / Flex a b c d e Comments: Please specify Q no. 3 Exterior / Approach to the store - Cleanliness The exterior/approach to the store was clean and well mopped a The exterior /approach to the store was dirty and not properly mopped The exterior /approach to the store was blocked and cluttered with cartons/boxes, vehicles b etc. The exterior /approach to the store was brightly lit during evening c The exterior of the store was not very well lit during evening 4 Display window a b c Comments: Please specify Q no. also The glass of the display window was clean and free from any smudges The display window was dirty and had some smudges The mannequins were neatly placed and not cluttered The mannequins were well maintained/ in good condition and not chipped from anywhere 1 2 Yes - 1 No - 2 Yes - 1 No - 2 The main store signage was clearly visible from across the street The main store signage was clean, clear and there were no marks/ scratches on it Was the main store signage tilted on a particular side? The signage was bright and not wearing a faded/ discolored/old/worn out look The signage was brightly lit during evening The signage was not very well lit/ partly lit during evening Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 1 2

1 2 Yes - 1 No - 2 1 2

II Entering the store

1 Security Guard Yes - 1 No - 2 If responded 'Yes-1' then please answer the following questions else go to 'Section III - Inside the store' The security Guard was standing inside the store 1 b The security guard was standing outside the store 2 Yes - 1 c The security guard opened the door for you No - 2 The security guard greeted you with a smile 1 d a There was a security guard present at the store

Rating

Exterior

The security guard greeted you but without a smile The security guard did not greet you at all

2 3

Rating

Exterior

Yes - 1 e The security guard was neatly dressed and in proper uniform No - 2 Yes - 1 f The security guard asked for your baggage on entering the store No - 2 If responded 'Yes-1' then please answer the following question else go to 'Section III - Inside the store' g Where did the security guard place your baggage?

Comments: Please specify Q no. also

III Inside the store

1 Sales Personnel a Was your presence acknowledged by a sales personnel when you entered the store? Yes - 1 No - 2

If responded 'Yes-1' then continue else go to to Section 2 - Ambience In how much time was your presence acknowledged within 30 seconds b 30 seconds - 1 minute > 1 minute The sales personnel greeted you with a smile c The sales personnel greeted you but without a smile The sales personnel did not greet you at all Comments: Please specify Q no. also 2 Ambience a i) Lighting Were there any lighting fixtures which were not working?

1 2 3 1 2 3

Yes - 1 No - 2

If responded 'Yes-1' then please specify in which section b i) Air conditioner The temperature maintained in the store was appropriate across all sections Yes - 1 No - 2 Yes - 1 No - 2

If responded 'No-2' then please specify in which section ii) The water was leaking from A/C ducts or there were water marks around A/C ducts

If responded 'Yes-1' then please specify in which section c i) ii) iii) Comments: Please specify Q no. also v) Were there any papers/wrappers etc strewn on the floor? Yes - 1 No - 2 Floor The floor was well mopped and clean without any stains/ marks Did the floor look well maintained and in proper condition (no stains, no visible cracks and not damaged)? Were there any pile of clothes/ cartons stacked inside the store? Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2

If responded 'Yes-1' then please specify what was stacked and in which section

If responded 'Yes-1' then please specify what was the floor strewn with and in which section d i) Wall The walls were neat and clean without any stains/marks of tapes/ stickers/ hand etc. Yes - 1 No - 2

If responded 'No-2' then please specify in which section e i) Ceiling The ceiling was neat and clean without any stains/marks Yes - 1 No - 2

If responded 'No-2' then please specify in which section Comments: Please specify Q no. also f g h Comments: Please specify Q no. also Was there any unpleasant smell in the store? It was easy to move around the store It was difficult to move around in the store. Electric wiring was not visible and there were no loose and exposed wires Yes - 1 No - 2 1 2 Yes - 1 No - 2

Rating

IV Exterior Visual Merchandise

1 Merchandise Display Fixtures a All the fixtures were clean and free from any marks/ scratches Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2

If responded 'No-2' then please specify the name of the fixture and its section b All the fixtures were well polished

If responded 'No-2' then please specify the name of the fixture and its section c Were any of the fixtures chipped/ broken from anywhere?

If responded 'Yes-1' then please specify the name of the fixture and its section 2 Product Display d Shelf Display The SKU's /garments in each shelf were neatly arranged/stacked without any loose/ open i) clothes If responded 'No-2' then please specify which section The SKU's displayed were without any crease marks and were not carrying a crushed or ii) wrinkled look If responded 'No-2' then please specify which section iii) There was only one option per stack (only one type of shirts/ t-shirts/ trousers/ jeans etc)

Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2

If responded 'No-2' then please specify which section iv) All stacks on a particular shelf were of the same height If responded 'No-2' then please specify which section Comments: Please specify Q no. also Hanging Display The garments displayed were without any crease marks and were not carrying a crushed or i) wrinkled look If responded 'No-2' then please specify which section Comments: Please specify Q no. also Mannequins inside the store The mannequins inside the store were well arranged and not blocking the movement inside the store The mannequins inside the store were wearing neat clothes (without any stains) The garments displayed on the mannequins inside the store were without any crease marks and were not carrying a crushed or wrinkled look e

Yes - 1 No - 2

f i) ii) iii) Comments: Please specify Q no. also

Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2

j Comments: Please specify Q no. also

Explain the overall product display in terms of attractiveness and overall coordination of Tops and Bottoms

V Browsing through the clothes/ accessories

1 Store Personnel (Sales personnel, billing personnel, store manager etc.)-Grooming i) ii) iii) Yes - 1 No - 2 Were all the personnels at the store well groomed? (Men- Clean shaven, trimmed hair. Yes - 1 No - 2 Women- Light make up, hair neatly tied in a bun or pony tail.) Yes - 1 Was the appearance neat and the uniform was well ironed and crisp looking? No - 2 Were all the personnels at the store wearing a common uniform?

2 Sales Personnel - Mannerisms and Knowledge Answer the following questions only if you had an interaction with a sales personnel else go to Section 3 -Trial Room Note the name of sales personnel you interacted with and also in which section Yes - 1 i) The sales person appeared cheerful and pleasant. No - 2 The sales person proactively offered you assistance as you started browsing through the clothes/accessories 1 ii) The sales person offered you assistance only when you asked for it. 2 No one approached you while you were browsing in the store 3 Yes - 1 iii) The sales person proactively tried to understand your requirements? No - 2 Was the sales person able to suggest you merchandise after understanding your Yes - 1 iv) No - 2 requirement?

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Exterior

The sales person knew about merchandise placement inside the store and was able to guide Yes - 1 v) No - 2 you efficiently? The sales person seemed to have enough knowledge about the products features and Yes - 1 vi) No - 2 benefits Did the salesperson undertake any cross-selling/ up selling? (advise you to purchase Yes - 1 vii) No - 2 additional merchandise)? If responded 'Yes-1' then note what was offered viii) The sales person had good communication skills.(fluency & clarity in speech) Yes - 1 No - 2

Comments: Please specify Q no. also

Unavailability of Merchandise- Scenario 1 If the desired merchandise was unavailable in the display , the sales person made an effort Yes - 1 to check for its availability at their back end within the store No - 2 If the desired merchandise was unavailable at the back end of the store, the sales person Yes - 1 ii) made an effort to check for its availability across stores within the city No - 2 If the desired merchandise was available in some other store across the city then the sales Yes - 1 iii) person requested your contact details to inform you once the merchandise was available No - 2 Yes - 1 iv) If the desired merchandise was unavailable, the sales person suggested substitutes for it No - 2 What merchandise/ accessory did you ask for and what was suggested by the sales personnel (if any) i)

3 Trial Room a b c i) ii) iii) The sales person directed you the way to the trial room Was the trial room comfortable and easy to use (spacious)? The trial room had Mirror Dustbin Minimum 2 hangers Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2 Yes - 1 No - 2

iv) Pot pourri v) d i) e i) ii) f i) g i) ii) A stool/ couch Lighting The trial room was adequately lit Floor The floor was neat and clean without any stains/ marks There were no piles/ stacks of clothes inside the trial room Furniture The stool/ couch was in good condition and not torn from anywhere Mirrors All the mirrors in the trial room were clean and free from any marks/ stains/ smudges Were any of the mirrors in the trial room broken/ chipped from anywhere?

h Comments: Please specify Q no. also

The trial room was smelling fresh.

Scenario 2 - Alteration What was the time committed by sales personnel for alteration? < 45 minutes i) 45 minutes - 1 hour > 1 hour 1 day Comments: Please specify Q no. also

1 2 3 4

VI Billing
Note the name of billing personnel you interacted with i) ii) Was the billing desk/ cash wrap clean (free of clutter, pens, paper, tags, clips)? The billing desk/cash wrap was not chipped/ broken from anywhere Yes - 1 No - 2 Yes - 1 No - 2

Rating

Exterior

Rating

Exterior Comments: Please specify Q no. also VII Washroom

i) ii) iii) The washroom was clean and well kept. The washroom was dirty and not well maintained The washroom was smelling fresh Their were sufficient supplies in the washroom (soap, toilet/tissue paper etc.) 1 2 Yes - 1 No - 2 Yes - 1 No - 2

VIII Exiting the store

a There was a security guard present at the door when you were leaving Yes - 1 No - 2 Yes - 1 No - 2 If responded 'Yes-1' then please answer the following questions else go to Section IX b Comments: Please specify Q no. also The security guard opened the door for you while you were exiting the store

IX In addition to above, please answer the following:

a Please describe in detail one aspect (product or service) of the store which will bring you back to the store

Did you encounter/ observe any bad/negative experience with yourself/ any other customer in the store? If yes, please describe in detail.

Visual Merchandise Index Conformance Index People Index

Store Index

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