Term
|
Definition
|
|
Term
| What are the 4 steps of game face service? |
|
Definition
G - Greet the customer
A - Ask for Scorecard and Acknowledge purchase
M - Manage the experience
E - End the Transaction |
|
|
Term
| How much time on average does a customer spend in the store? |
|
Definition
| 20 minutes, 15 minutes selecting 5 minutes at front end. |
|
|
Term
| What are the steps of 5S? |
|
Definition
1 - Sort and Separate
2 - Shine and Sweep
3 - Set and Specify
4 - Standards and Service
5 - Sustain and Maintain |
|
|
Term
| What are the cashier front end roles? |
|
Definition
Register transactions
Accountability |
|
|
Term
| What are the CSS front end roles? |
|
Definition
Cash Register Coverage
Processing Transactions
Safe guarding company assets |
|
|
Term
| What are the manager front end roles? |
|
Definition
Customer service
point of sale
cash balancing |
|
|
Term
| What info should be included in the Head Coach Master Line Up Card |
|
Definition
Huddle notes
schedule
TEAM Notes
What's important to your store |
|
|
Term
| What are the AA's duties? |
|
Definition
Administrative tasks
Scheduling/payroll
hiring/on-boarding
facilities management
personnel |
|
|
Term
| What 2 reports should print quarterly? |
|
Definition
Balance Scorecard
Quarterly Business Review |
|
|
Term
| What 2 reports should you print monthly? |
|
Definition
|
|
Term
| What reports should you print weekly |
|
Definition
Monday reports
CSAT
Scorecard |
|
|
Term
| What reports should you print daily? |
|
Definition
Store Scorecard - metrics and top departments
KPI by dept
SMG (OSAT)
Fast and Slow Seller |
|
|
Term
| Who can unlock store and disarm (key carriers)? |
|
Definition
Salaried Manager
FFL
key holder with approval from dm/dlpm |
|
|
Term
| What measures the people quadrant on balanced scorecard? |
|
Definition
|
|
Term
| What measures the customer quadrant on the balanced scorecard? |
|
Definition
|
|
Term
| What measures the process quadrant on the balanced scorecard? |
|
Definition
|
|
Term
| What measures the financial quadrant on the balanced scorecard? |
|
Definition
Contribution
top line sales
shrink |
|
|
Term
| What should you ask yourself when preparing for conversations? |
|
Definition
| Is it a policy violation or poor performance? |
|
|
Term
| What are the 3 steps to a conversation? |
|
Definition
1 - Prepare, use conversation planner
2 - conduct - sue SBI model
3 - Follow up |
|
|
Term
| What are 4 quadrants of the balanced scorecard? |
|
Definition
People
Customer
Financial
Process |
|
|
Term
| What are the Success Factors for a store manager? |
|
Definition
1 - Building Partnerships
2 - Driving for Results
3 - Business Acumen
4 - Coaching and Developing Others
5 - Leadership Dispositions
6 - Customer Focus
7 - Managing Conflict
8 - Decision Making
9 - Planning and Organizing
10 - Selecting Talent |
|
|
Term
| What are the 3 types of feedback conversations? |
|
Definition
Reinforcement - continue
developmental - improve/change
corrective - stop |
|
|
Term
| What are the 2 types of performance data? |
|
Definition
Results - achievement of goals
Behaviors - actions/wards |
|
|
Term
| What are the 3 steps in the performance management cycle |
|
Definition
1 - set expectations
2 - make observations
3 - have conversations |
|
|
Term
| What are the 6 steps of a Code Adam procedure? |
|
Definition
1 - Obtain a detailed description
2 - Use PA and Radios to page Code Adam
3 - Notify police after 10 minutes
4 - Found unharmed - reunite
5 - Found with someone else, proceed with caution
6 - Cancel Code Adam |
|
|
Term
| Where should you keep a copy of emergency procedures? |
|
Definition
1 - copy at the front end
2 - managers office
3 - with emergency contact list |
|
|
Term
| What are the 5 elements of effective accident investigation? |
|
Definition
People
machines
materials
method
environment |
|
|
Term
| How long do you have to report an incident to risk management? |
|
Definition
| 48 hours of accident/incident or there is a $1,000 fine on P&L |
|
|
Term
| What 3 OSHA training are required of all managers and associates? |
|
Definition
-Blood born pathogens
-Hazards communication/workers right to know
-Lock out tag out |
|
|
Term
| When do safety meetings occur? |
|
Definition
|
|
Term
| What is the goal of the safety committee? |
|
Definition
-enhance safety
-awareness to maintain a safe working and shopping environment |
|
|
Term
| What is the lawful commerce act? |
|
Definition
| prevents the company from being held liable for crimes committed with firearms purchased in our stores. |
|
|
Term
|
Definition
| Top of the 4473 - states the ramification of making false statements |
|
|
Term
|
Definition
| When someone buys a gun for someone who is prohibited from buying a gun |
|
|
Term
| How do you contact the visual team |
|
Definition
| Planogram&gameplanfeedback@dcsg.com |
|
|
Term
| What are the 3 types of planograms? |
|
Definition
Planogram - detailed direction
Line list - UPC's
Zoneograms - picture with flow only, least specific |
|
|
Term
| What does open access allow you to do? |
|
Definition
Print and View:
-planograms
-floorplans
-merchandising information, visual standards |
|
|
Term
| Name 5 assessments in CAMS |
|
Definition
4473
ISS/Tab
Safety Standards
ADA Complinace |
|
|
Term
| When is the LPSAR completed? |
|
Definition
|
|
Term
| Who can an associate contact regarding internal theft? |
|
Definition
1 - manager
2 - DLPM
3 - Ethics Hotline of Website |
|
|
Term
| What is the difference between a burglary and a robbery? |
|
Definition
Robbery - store open
Burglary - store closed |
|
|
Term
| What 6 steps do you need to follow before stopping a shoplifter? |
|
Definition
1 - select
2 - conceal
3 - constant oberservation
4 - pass point of sale
5 - get to vestibule
6 - have a witness |
|
|
Term
| How often does MES update |
|
Definition
|
|
Term
| What is the mismates reduction program used for? |
|
Definition
| Should be a prevention method, not a process to follow |
|
|
Term
| Who is eligible to be the shrink coach? |
|
Definition
| a salaried manager with a minimum of 6 month tenure |
|
|
Term
| Who do you email with a question on the P&L |
|
Definition
|
|
Term
| What contributes to occupancy cost on the P&L? |
|
Definition
-rent
-common area maintenance
-real estate taxes
-depreciation
-utilities |
|
|
Term
| How long is each "trend" on the Balance Score Card |
|
Definition
Short - last month
medium - last 3 months
long - last 12 months |
|
|
Term
| How do you use the Balanced Score card to improve your store |
|
Definition
| Make sure you have a nice steady progression upwards |
|
|
Term
| What 3 reports should you reference on a MIF |
|
Definition
-Slow/Fast sellers
-Trend report
-Styles report |
|
|
Term
| What is the price change workload report used for? |
|
Definition
| Look ahead and schedule properly |
|
|
Term
| What should a stores conversion rate be on NSPP report |
|
Definition
|
|
Term
| What can you use the replenishment report for |
|
Definition
| to build a truck on non truck days |
|
|
Term
| How often does the top 100 report come out |
|
Definition
|
|
Term
| What report is a "people report" |
|
Definition
| certified position depth report |
|
|
Term
| What 3 reports are "process reports" |
|
Definition
Ship from store/bopis
RLM Dashboard
Scan and Activate Dashboard |
|
|
Term
| What report is a customer report |
|
Definition
|
|
Term
| What 4 reports are finical reports |
|
Definition
-KPI
-TPS
-Fast Sellers
-Slow Sellers |
|
|
Term
|
Definition
symptoms of underlying root causes good or bad
same root causes can effect multiple metrics |
|
|
Term
| What are the 7 pillars of head coaching |
|
Definition
-Recognize associates that wow
-engage our customers
-Empower associates to make good decisions
-Hold associates accountable, celebrate wins and coaching opportunities
-Create Zone coverage, no boundaries
-Move associates to the customer, call the plays
-Coach and energize a friendly front end |
|
|
Term
| Who should you contact with questions regarding signage |
|
Definition
| Signage_coordinator@dcsg.com |
|
|
Term
| When should you have a save sign? |
|
Definition
|
|
Term
| When should you have a sale sign |
|
Definition
weekly tab
instore specials |
|
|
Term
| When should the PSC be Scheduled |
|
Definition
| Sun, Tues, Wed, Thus, Fri |
|
|
Term
| Who is the coolest man alive? |
|
Definition
|
|
Term
| What form should you use for inventory adjustments |
|
Definition
Known theft
not known theft |
|
|
Term
| What form should you use for merchandise issues? |
|
Definition
| MIF (merchandise issue form) |
|
|
Term
| What are the 3 ecommerce options |
|
Definition
AOS(MORE)
BOPIS
Ship from store |
|
|
Term
| What is the RLM (Reverse logistics management) system used for? |
|
Definition
| to monitor claims processing |
|
|
Term
| How should defective items be sold? |
|
Definition
|
|
Term
| What are the 3 types of inventory movement? |
|
Definition
Transfers
defectives
claims |
|
|
Term
| Besides DC Shipments, what are 2 other types of shipments |
|
Definition
drop shipments - direct from vendor
special orders - direct from vendor WSO |
|
|
Term
| What task is done during pre-processing |
|
Definition
removal and sorting of product
apparel and footwear only |
|
|
Term
| How many sort areas are there for TIME Process |
|
Definition
9
-apparel
-camping
-bikes and fitness
-footwear
-golf
-hunting/fishing
-team
-mixed
-buld |
|
|
Term
| What are the 5 phases of TIME |
|
Definition
1 - planning - day before
2 - prep - day of
3 - unload and sort
4 - pre-processing apparel and footwear
5 - processing and stocking |
|
|
Term
| How many types of ISS's are there? |
|
Definition
|
|
Term
| What are the types of ISS's? |
|
Definition
Weekly
Monthly
Quarterly
Off-Cadence |
|
|
Term
| When do price changes take effect? |
|
Definition
After you scan it
OR
72 hours after they drop |
|
|
Term
| What do you do if a SPECIFIC item is not ringing up correctly that is a TAB or ISS item? |
|
Definition
| Call the help desk with the UPC |
|
|
Term
| What do you do if a ENTIRE CATAGORY is not ringing up correctly that is a TAB or ISS item? |
|
Definition
| Email the Price and Signage Coordinator @DCSG.com |
|
|
Term
| When does the Price Change Workload Report update to give you the best idea of total SKU's for Tuesday? |
|
Definition
|
|
Term
| When is the Price Accuracy Audit conducted by the PSC? |
|
Definition
|
|
Term
| What is the process to allow people to receive credit for NSPP's? |
|
Definition
|
|
Term
| What is the % of SFS sales that counts toward bonus potential? |
|
Definition
|
|
Term
| The Trend report comes out? |
|
Definition
Bi-Weekly!
Your doing GREAT! |
|
|
Term
| What are some of the key elements to the Store Scorecard Report? |
|
Definition
- Sales
- MORE
- Margin
- Conversion
- Traffic
- Loyalty / SC%
- OSAT
- TY/LY Weather events
- NSPP
- Flash sales (for current day)
|
|
|
Term
| Who is responsible to complete the ADA Compliance Audit? |
|
Definition
The SSC
The Store Support Center
|
|
|
Term
| When does the P&L come out? |
|
Definition
| 10 days after the end of the fiscal month |
|
|
Term
| You only submit question about line items on the P&L if . . . |
|
Definition
| That single item it over $1,000 |
|
|
Term
| How many days prior to the start of the week should you post schedules? |
|
Definition
|
|
Term
| What key item in WFM points directly to hiring needs? |
|
Definition
|
|
Term
| What are the 2 requirements to be eligable to become the Shrink Coach? |
|
Definition
Must be a saliried manager
6 months with company
Page 142 |
|
|
Term
| What do you need to do each time a manager leaves your building volunterly or not? |
|
Definition
Change the safe combination
Page 144 |
|
|
Term
| What must you test every morning? |
|
Definition
| The EAS system at the front end |
|
|
Term
| What does O.R.C stand for? |
|
Definition
|
|
Term
| What is the diffrence between a burglary and a robbery? |
|
Definition
Burglary = No one present
Robbery = People involved |
|
|
Term
| How offten is the LPSAR completed? |
|
Definition
|
|
Term
There are 5 smaller assesments to support key compliance operational areas.
What are they?
Who does them?
How often? |
|
Definition
ADA - Internal Audit - Quarterly
Safety standards - Shrink Coach - Quarterly
4473 - Lodge Lead / HL MGR / SM - weekly
Tab / ISS - PSC -Weekly
Price accuracy - PSC -weekly
page 152 |
|
|
Term
| What is a great way to build a strong bench? |
|
Definition
|
|
Term
| What happened at 6:44pm on 2/7/2015? |
|
Definition
|
|
Term
| What is the name of the type of plan given to areas like tackle? |
|
Definition
|
|
Term
| What is the best way to contact the visual merchandining team? |
|
Definition
| Planogram and floorplan feedback @ dcsg.com |
|
|
Term
| How long to you need to keep the mins from the safety meetings? |
|
Definition
|
|
Term
What is the time window for reporting a Incident?
What happens if you go past that window? |
|
Definition
48 Hours
You receive a $1,000 hit to the P&L
Page 210 |
|
|
Term
| What are the 5 elements to an effective accident investigation? |
|
Definition
- People
- Equipment
- Materials
- Method
- Enviorment
|
|
|
Term
| What is S.A.R durning the hiring process? |
|
Definition
|
|
Term
| What does F.A.C.E stand for? |
|
Definition
| Freindly Avaailable Customer (foucused) Excited |
|
|
Term
| How long does an AS-IS item have to be on the sales floor before an employee can buy it? |
|
Definition
|
|
Term
| What year was Dick's Sporting Goods founded? |
|
Definition
|
|
Term
| What is the driving force behind Dick's Sporting Goods? |
|
Definition
|
|
Term
| How many DC's are there and where are they located? |
|
Definition
| 1. Phoenix 2. Atlanta 3.Plainfield 4. Smithton |
|
|
Term
| Who was the first person to get the eye of knowledge? |
|
Definition
| Leana for winning the Pre-Core Trivial challenge |
|
|
Term
| Who can add/ delete or change alarm access codes? |
|
Definition
|
|
Term
| Who can put in work orders for the alarm system? |
|
Definition
|
|
Term
| Why is it important to use the register buttons to call for numbers and backup? |
|
Definition
| This data will be loaded into WFM |
|
|
Term
| What can you do in S.I.M? |
|
Definition
| Rec DC trucks / Drop ships / transfers / search for trucks / seal capture / cycle counts |
|
|
Term
| How long do you have to receive drop ships and transfers before they auto book to your store? |
|
Definition
|
|
Term
| The 5 phases of the T.I.M.E process are? |
|
Definition
| 1. Planning (Day before) 2. Preparation 3. Unload and sort 4. Pre-processing 5.Processing and stocking |
|
|
Term
| What are the 3 main positions during the unload process? |
|
Definition
| Unloader -> FFL -> Sorter(s) |
|
|
Term
| what are the 3 ways defectives should be sorted? |
|
Definition
| Hardlines, Softlines, Bulk |
|
|
Term
| How do you send back large defectives? |
|
Definition
| Shrink wrapped to a pallet |
|
|
Term
| How are display items handled on claims? |
|
Definition
| Depends on the special instructions |
|
|
Term
| What are the 3 key parts of the claims process? |
|
Definition
1. Gather, de-sensor, remove hangers
2. Scan, verify, box, label
3.Seal, palletize, returns trucks |
|
|
Term
| When must claims be complete? |
|
Definition
|
|
Term
| When should physical inventory counts be completed? |
|
Definition
| When you realize you have an issue |
|
|
Term
| What are the 3 types of inventory adjustments? |
|
Definition
Known Theft
NOT Known Theft
Store Use |
|
|
Term
| What 4 steps must be done for WSO that come off the DC truck? |
|
Definition
1. Identify green tag on product during unload
2.Match product to customer order
3.FFL to call the customer, note on order
4. Once picked up must be cleared out of system |
|
|
Term
| When does a WSO show up as a "sale"? |
|
Definition
| The day its ordered. it must be paid for through the register that day |
|
|
Term
| What days should the PSC be scheduled? |
|
Definition
|
|
Term
| What is the biggest way to ensure all apparel price changes get done? |
|
Definition
|
|
Term
| When should SALE signs be used? |
|
Definition
| Temp value ending in .95 or .98 |
|
|
Term
| When should SAVE signs be used? |
|
Definition
|
|
Term
|
Definition
Symptoms of root causes
(Good and bad) |
|
|
Term
| For the BSC what are the 4 main reports used to identify issues in the Financial section? |
|
Definition
| KPI, TPS, Fast Sellers, Slow Sellers |
|
|
Term
| For the BSC what are the 3 main reports used to identify issues in the Process section? |
|
Definition
| SFS / BOPIS, RLM dashboard, Scan and Activate |
|
|
Term
| For the BSC what is the main report used to identify issues in the People section? |
|
Definition
|
|
Term
| What is the times frame listed on the Top 100 Report? |
|
Definition
|
|
Term
| Whats the best way to see all of the In Store Specials? |
|
Definition
|
|
Term
| You should dig into the trend report if your INDEX to AVG sales is more than ______% different than your INVENTORY INDEX to AVG? |
|
Definition
|
|
Term
| What does P.A.S stand for? |
|
Definition
| Protection Appearance Standards |
|
|
Term
| What are the 3 shrink categories for stores? |
|
Definition
Red Alert
Yellow Focus
Green |
|
|
Term
| Who can be the interpreter for a gun sales? |
|
Definition
|
|
Term
| Why do we perform gun counts? |
|
Definition
| ATF requirement since we told them we would |
|
|
Term
| When must the gun scan be done? |
|
Definition
| Within each calendar week |
|
|
Term
| Which law do you abide by for guns/ Federal or state? |
|
Definition
| Which ever one is the most strict |
|
|
Term
| How many people should be on the safety committee? |
|
Definition
|
|
Term
| How will you know when to do a safety meeting? |
|
Definition
| There will be a TEAM task |
|
|
Term
| When is OSHA training completed? |
|
Definition
During new hire process
Yearly from hire date |
|
|
