Page 7 - 5 STEPS [OSL] _Neat
P. 7
STEP 3
WHAT TO OBSERVE
[OSL figure 8 & OSL checking in each zone]
• 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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