dunham's sports 2018 - serviceevaluationops.serviceevaluation.com/webdocs/bag/dunhams...

Dunham's Sports 2018 Assignment No:

BA No:

Store No:

Evaluation Date: (MM/DD/YYYY)

Evaluation Start Time: (HH:MM AM/PM)

: AM PM

Introduction:

To successfully complete this evaluation, it is necessary to read these Client Objectives carefully. Each section of the questionnaire will have specific instruction on how to execute, approach, or fulfill the Client Objectives properly. This is exactly how this information will appear in your Guidelines AND on your Online Evaluation form.

Client Objective:

The Client Objective of this evaluation is to ensure the Dunham's Associate are compliant and providing accurate information to customers and that they follow Dunham's established non-negotiable standards.

Evaluation:

Complete the evaluation during the exact dates listed under the “When to Shop” section of your Evaluation Sheet and Evaluation Details page of the website. You may choose any date within this time frame to complete the evaluation. If you need a date change contact us immediately.

Evaluation Date and Evaluation Time:

This indicates the date you entered the store.

This indicates the time you arrived at the location.

A Successfully Completed Evaluation Includes the Following:

Visiting a Dunham's location and evaluating TWO departments along with making ANY purchase.

o For the TWO Departments: You will need to interact with a Sales Floor & Hunting Department Associates.

For the Sales Floor you may choose from these departments: Apparel, Fishing, Camping, General Athletics, Exercise, Golf, or Footwear.

For the Hunting Department you are required to inquire about purchasing a

firearm for a friend that Dunham's carries in their stores such as a Smith

and Wesson Rifle/Shotgun. If you are unsure of the brands or models Dunham’s carries, please refer to their website. www.dunhamssports.com. You may not inquire about black powder firearms or any other firearm that is not federally regulated.

o Observing the cashier area and making a small purchase. Any amount even under $1 is acceptable.

Obtaining your receipt.

Writing a DETAILED narrative of your interactions.

Completing the online questionnaire and submitting the results as outlined in the SEC Standard Requirement Document located in your Cyber Briefcase.

Uploading or e-mailing all required collateral (sales receipt) for verification purposes.

Dunham's Sports Guidelines 2018 1

PLEASE NOTE: All Dunham's Sports stores are equipped with CCTV Digital Recording Systems. The information presented in Mystery Shop Reports is required to be viewed by Management for training purposes. If information on the report is verified through video evidence as having been misrepresented or fictitious, you will not be compensated for the assignment and you will be restricted from conducting any additional Mystery Shops for Dunham's Sports.

General

1. Time entered store: Note: Indicate time as HH:MM AM or PM.

2. Time exited store: Note please indicate HH:MM AM or PM.

3. Location Address from receipt: Enter location address EXACTLY as it appears on your purchase receipt.

4. Description of nearby business/landmarks: Note nearby businesses, landmarks, etc. before entering the store. (For example, “Between McDonald’s and Burger King” or “On corner of State and High across from Target”, etc.)

5. Store number from receipt: Enter Store number EXACTLY as it appears on your purchase receipt. See Guidelines for receipt example.

6. Register number from receipt: Enter register number EXACTLY as it appears on your purchase receipt. See Guidelines for receipt example.

7. Transaction number from receipt: Enter transaction number EXACTLY as it appears on your purchase receipt. See Guidelines for receipt example.

8. Cashier number from receipt: Enter cashier number EXACTLY as it appears on your purchase receipt. See Guidelines for receipt example.

9. Purchase Amount: Enter purchase amount in $00.00 format.

10. Purchase receipt: Click on plus(+) sign below to upload your receipt.

The media content.

Click on browse button to locate your receipt and then click on upload button:

U p lo a d


Sales Floor Interact with any Dunham's Associate in any of the following department; and ask any question about the merchandise to engage the Associate: Choose One Department

Apparel Camping Fishing Footwear General Athletics Exercise Golf

The client wants to know if the associate provides appropriate assistance after you ask him/her a question about the merchandise from that department. For example the associate may answer your question or he/she may bring you to the merchandise you are inquiring about. Ask any question regarding merchandise from the particular department in order to determine his/her willingness to assist. Sales floor associates are not required to approach customers; therefore if you are not approached, you are required to approach an associate and ask them a question.

Associate Name or N/A if not wearing a lanyard

Department: S e le c t

a. Associate Gender Male Female N/A

b. Associate Race - Ethnicity Check all that apply Caucasian African American

Asian Hispanic

European Middle Eastern

Native or Alaskan American

Pacific Islander N/A

c. Associate Height 4'0" - 4'6" 4'7" - 4'11"

5'0" - 5'6" 5'7" - 5'11"

6'0" - 6'6" Over 6'6" N/A

d. Associate Age 18-20 21-25 26-30

31-35 36-40 41-45

46-50 51-55 56-60

61-65 66-70 Over 70 N/A

e. Associate Hair Color Check all that apply Blond Brunette Black

Red Grey No Hair N/A


f. Associate Hair Type Check all that apply Short Medium Long

Curly Straight No Hair N/A

g. Associate Other Characteristics Check all that apply Glasses Piercings Tattoos

Mustache Beard Goatee N/A

11. Number of customers: (##) Number of Customers in this department. Please include yourself in the count.

12. Number of associates: (##)

Number of associates present when you FIRST ARRIVED in this department. Enter ‘0’ if: -an associate walks with you to this department -or- -no one was present when you entered this department

13. Was the associate wearing a lanyard/badge that had his/her name on it? (THE GENERAL MANAGER'S NAME BADGE IS A SMALL SILVER BADGE HELD ON WITH A MAGNET)

Yes No

14. Was the associate wearing neat and clean attire? All clothing must be clean and neat in appearance, and it must be in good condition. It is not acceptable for an associate to wear shorts or torn jeans.

Yes No Why? Check all that apply.

Jeans were torn

Wearing shorts

Clothing wrinkled/unkempt

Clothing not clean

Other

15. What were all associates doing when customer FIRST ENTERED the chosen department?

Select all that apply.

No one was present in the department when I entered

An associate walked with me to the department

Assisting customer(s)

Performing work related duties

Chatting among associates

On sales floor – unable to identify if associate was working with a customer or not

Other


16. Were you acknowledged verbally or non-verbally within 20 feet or 20 seconds by the associate that assists you in this department? If no associates are present you may have to go and find an associate from another department. If 'yes', acknowledgement can include: Verbally, smiled, head nod, or eye contact. If 'no', indicate if the Associate did any of the following: ignored, was assisting other customers, performing other work related duties, on phone, or chatting among other associates.

Yes Check all that apply

Verbally Smiled

Nod of head Eye contact

Other

No Check all that apply

Ignored customer

Assisting customers



On phone

Other

17. When interacting with an associate, did they offer

assistance? Yes No

18. Did an associate provide you with basic product knowledge? Product knowledge includes the associate discussing: features, benefits, value, advantages, and/or basic knowledge. This question has to do with information received from an associate. If the associate is new and requests assistance from another associate, answer this question based on what information was provided to you and then explain in the comment section below.

Yes What was discussed? Check all that apply.

Features Benefits

Value Advantages

Basic Knowledge

Other

No

Other

Sales Floor Overall Comments:

Do Not Exceed 2300 Characters. If you Believe your comments may exceed this limit, you must modify them.


Hunting Department

The Hunting/Firearms Department is concerning compliance.

Dunham's policies does not allow for the purchase of a firearm when the person buying the firearm indicates it is being purchased as a gift for a NON-RELATIVE. Therefore, you are to ask about purchasing for a friend OR business associate to see if the associate is providing the appropriate response.

Following is the correct response the associate should give, as well as the response that should not be given:

Correct Response - The associate should state that due to Dunham’s rules and regulations he/she cannot sell you a firearm if you are purchasing it for anyone other than yourself.

Incorrect Response - The associate coaches (instructs) you to return on another day and work with another associate who was not aware of the reasoning for the purchase. For example; the associate may state; “It’s too bad you told me you were buying the rifle for a friend, but if you come back tomorrow when I am not on duty you will be able to get one. Just don’t mention that you are purchasing it for someone other than yourself.”

In the event an associate states or acts like he/she will sell you the firearm on the spot; you are to continue to act as if you want to purchase the firearm (state that you will buy the firearm). At this time you should be handed a yellow 4473 form. You are to look at the form, then inquire as to how you should fill it out. At this point, whether the associate answers your question or terminates the possible sale, you are to make up an excuse that you have to leave and come back because you left your wallet in the car/at home, left you I.D./Driver’s License in the car, etc. If this situation occurs, you must also provide DETAILED COMMENTS on the evaluation form.

• You MUST obtain the name of the Hunting Department/Firearms associate. • You are to explain to the associate that you are interested in purchasing a rifle/shotgun as a gift for a friend

or business associate. • NEVER state that this gift is for a family member nor make any mention of a family member (i.e., “This gun is a gift for my son’s friend” is an unacceptable comment.) as this will not prompt the correct response from the Dunham's Associate. • If asked, the individual you are purchasing the rifle for is 18 years of age or older. • You must provide DETAILED COMMENTS pertaining to this interaction on the evaluation form. • The Dunham's Associate is required to see your driver's license and maintain it if/when showing you a gun. N/A is allowed only if there is no Hunting Department. This information will be verified with the client.

N/A


Hunting General

Associate name is required.

Associate NAME:

h. Associate Gender Male Female N/A

i. Associate Race - Ethnicity Check all that apply Caucasian African American

Asian Hispanic

European Middle Eastern

Native or Alaskan American

Pacific Islander N/A

j. Associate Height 4'0" - 4'6" 4'7" - 4'11"

5'0" - 5'6" 5'7" - 5'11

6'0" - 6'6" Over 6'6" N/A

k. Associate Age 18-20 21-25 26-30

31-35 36-40 41-45

46-50 51-55 56-60

61-65 66-70 Over 70 N/A

l. Associate Hair Color Check all that apply Blond Brunette Black

Red Grey No Hair N/A

m. Associate Hair Type Check all that apply Short Medium Long

Curly Straight No Hair N/A

n. Associate Other Characteristics Check all that apply Glasses Piercings Tattoos

Mustache Beard Goatee N/A

19. Number of customers: (##) Number of Customers in the hunting department. Please include yourself in the count.

20. Number of associates: (##) Number of associates present when you FIRST ARRIVED in the hunting department. Enter ‘0’ if: -an associate walks with you to the hunting department -or- -no one was present when you entered the hunting department


21. Was the associate wearing a lanyard/badge with his/her name on it? Select N/A if : -you interacted with this associate in another department and he/she is not wearing a lanyard -or- -it is the same associate that helped you in another department AND question 13 is no (THE GENERAL MANAGER'S NAME BADGE IS A SMALL SILVER BADGE HELD ON WITH A MAGNET)

Yes No N/A

22. Was the associate wearing neat and clean attire?

All clothing must be clean and neat in appearance, and it must be in good condition. It is not acceptable for an associate to wear shorts or torn jeans.

Yes No Why? Check all that apply

Jeans were torn Wearing shorts

Clothing wrinkled/unkempt

Clothing not clean

Other

23. What were all associates doing when customer entered the hunting department? Select all that apply.

No one was present in the department when I entered

An associate walked with me to the department

Assisting customer(s)



On sales floor – unable to identify if associate was working with a customer or not

Other

24. Were you acknowledged verbally or non-verbally by the associate that assists you in THE HUNTING DEPARTMENT?

Select N/A if: -no associate was present when you entered the department -or- -you indicated “0” for question #20 –or- -an associate walks with you to the department –or- -it is the same associate that assisted you in another department -or- -it is the same associate as in #16 If no associates are present you may have to go and find an associate from another department. If 'yes', acknowledgement can include: Verbally, smiled, head nod, or eye contact.

Yes Check all that apply Check all that apply

Verbally

Smiled

Nod of head

Eye contact

Other


If 'no', indicate if the Associate did any of the following: ignored, was assisting other customers, performing other work related duties, on phone, or chatting among other associates.

No Check all that apply Check all that apply

Ignored customer

Assisting customers



On phone

Other

N/A

25. When interacting with an associate, did they offer assistance? If you are not, you must approach associate and request assistance.

Yes No

Hunting Display

26. Were firearms in a secure case or by cable? Yes No

Hunting Compliance For Compliance – It is extremely important to note whether or not the associate was going to allow the purchase of the firearm when you stated it was a gift for a friend or business associate. Also note if he/she coached you in way (i.e.; return at a different time or day to purchase the firearm).

27. Did you make it clear you were purchasing the firearm for a friend or business associate? You MUST state the fire arm is for a FRIEND OR BUSINESS ASSOCIATE, NOT A RELATIVE. If you stated for a relative DO NOT SUBMIT your report as it will automatically be rejected.

Yes No

28. Did the associate ask to see your driver’s license prior to showing you a firearm? Select N/A if they did not show you a firearm.

Yes No N/A

29. If you were shown a firearm, was your driver’s license maintained by the associate?

Select N/A if they did not show you a firearm.

Yes No N/A


30. Is it possible that the associate was going to allow you to purchase a firearm for a friend or business associate? Yes No

31. Did the associate negatively coach you in any way on how to purchase a firearm for a friend or business associate? Yes No

Required Hunting Dept Comments: Explain all “No” responses (specifically if no lanyard etc.).


Overall Perception Please note, 10 = Above expectations 5= Met expectations 1= Below expectations It is important to the client to know how their customers rate their service. This section of the form will allow for you to record your Overall Perception of your visit to the Dunham’s store. Narrative comments must not contradict any previous answers provided.

Customer Service Perception

32. How would you rate your associate's product knowledge? Knowledgeable about products? Able to discuss features/benefits? If not, were they able to find another associate to assist the customer?

1 2 3 4 5

6 7 8 9 10

33. How would you rate your associate's overall selling skills? Ability to listen and be attentive? Ask questions to determine needs? General Customer Service?

1 2 3 4 5

6 7 8 9 10

34. How would you rate your associate's professional representation of Dunham's? Was the associate enthusiastic, friendly, upbeat, comfortable speaking with and assisting you?

1 2 3 4 5

6 7 8 9 10

35. Were you treated as a valued customer by the associates who interacted with you? Is there the sense they want you to leave Dunham's satisfied and to come back as a long-term customer?

1 2 3 4 5

6 7 8 9 10

Brand Marketing Perception

36. How would you rate the overall value/competitive prices at this Dunham's location? Did you think you were getting a good deal and/or a better price then if you shopped somewhere else?

1 2 3 4 5

6 7 8 9 10


37. How would you rate the quality of products offered? 1 2 3 4 5

6 7 8 9 10

38. How would you rate the overall product

availability/overall product assortment at this Dunham's

location?

1 2 3 4 5

6 7 8 9 10

39. How would you rate the overall ease of shopping at this Dunham's location? Were items easy to find? Was the store layout, product flow conducive to shopping the store?

1 2 3 4 5

6 7 8 9 10

40. How would you rate the overall effectiveness of signage and displays at this Dunham's location? Did signage and displays promote a value image?

1 2 3 4 5

6 7 8 9 10

41. How would you rate your overall impression of this Dunham's location? Was the store clean, neat and organized?

1 2 3 4 5

6 7 8 9 10

42. How would you rate the overhead music? Was the store overhead music appropriate, positive, and fostering a pleasant shopping environment? All stores have sound systems. If no music mark this question as 1.

1 2 3 4 5

6 7 8 9 10

43. How likely would you be to shop this store again for your sporting good needs? N/A this question if you would not shop this location due to it being too far of a drive or if another location is closer to you.

1 2 3 4 5

6 7 8 9 10 N/A

44. How likely would you be to recommend this store to your family and friends? 1 2 3 4 5

6 7 8 9 10

Comments regarding Customer Service OR Brand Marketing are REQUIRED FOR ANY SCORE OF 4 or BELOW.


Check Out • A small purchase is required (candy, gum, etc. are sold at all Dunham’s stores. You will not be reimbursed separately for this purchase. • You must enter an open lane with the least number of customers waiting; note the total number of registers in the store, as well as how many of these registers are open with a cashier. • Also, please approximate the number of customers waiting in line at all registers. • In the event 4 or more customers are on a single line, it is important to note if the cashier asks for assistance.


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Text Box

If you mark this a 1 you MUST COMMENT if you did not HEAR music or LIKE the music.

45. Total # of cash registers: (##)

46. Total # of open registers: (##)

47. Total # of customers waiting in all lines? (##) Please include yourself

48. If there were more than 4 customers in line, did the cashier ask another cashier to open her register? If every register in the store is open, you must select N/A

Yes No N/A

49. Did the cashier ask for your email address, or telephone number in order to send you valuable coupons; OR ask if you were a member of

Dunham's Rewards (Dunham's online loyalty program)? If you mark N/A you must explain why in the comment section.

Yes No N/A

50. If the customer was not a member of the Dunham’s Rewards Email program, did the cashier discuss the program, its benefits and ask if the customer would like to sign up? Select N/A if you are already a Dunham's Rewards member.

Yes No N/A

51. Did the cashier hand you back your purchased items (after purchase was made) in a friendly and positive manner, saying “thank you for shopping at Dunham’s” or comparable message?

If you mark N/A you must explain why in the comment section.

Yes No N/A

Check Out Overall Comments:


Overall Survey Comments (Optional)

Please provide comments on any experience not detailed above.


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