Page 13 - OSL 5 Steps Detailed Guide

STEP 3

WHAT TO OBSERVE

[OSL figure 8 & OSL checking in each zone]

QUESTIONS TO ASK YOURSELF...

• What do you see?
• What do you hear?

• What reports do you use?
• What information is measured to indicate behavioral/performance gaps?

Are the associates demonstrating the required behaviours in all areas of the store?

Are the associates demonstrating customer experience behaviours?

Breaks are completed during non-peak

If applicable, use headsets to communicate with your team

Walk around the store in figure 8 motions; stopping at the front of the store, cash desk,
QF station, back & fitting rooms; all while checking in with customers and associates
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