Page 3 - test peak booklet.indd

INTRODUCTION
Welcome to your “Win @ Peak” Book! In here, we have assembled best practices from across the company and
across the industry to help you and your team increase pace, productivity and behaviours needed to excel when
traffic is at its highest.

During peak, our fundamentals do not change. It is still about the 4 Moments, having a strong SFL presence on the
floor and driving transaction and average sale metrics to go green. Some business fundamentals simply do not
change – regardless of the time of year.

What does change is the pace, purpose and intensity that is needed to flex teams, behaviours and strategies to meet
the intensity that high traffic times bring. If we keep our pace the same and TPLH raises from 11 to 30, you will struggle
to grow your top line sales. In this booklet, you will find hints, tips and ideas to help you and your team plan peak.
These tips and tools can be used in your top 10 segments year-round and will prove to be especially helpful during key
busy times of the year – Black Friday, Holiday, Boxing Week, Power Lunches, Mother’s Day etc. The stores who embrace
these first will instantly see an ROI.

Okay, let’s get started….

In this booklet you will find a few key strategies we are asking you to adopt starting this weekend. They include:

DOR (Division of Responsibility) /
We want you to divide responsibilities amongst your leadership team so each member of the team takes on responsibility
for either People, Process or Product. By dividing responsibility across the management team, individuals feel ownership,
complete tasks and grow as leaders, helping contribute to the success of the overall objective – go green.
Note: We will be reviewing DOR within RCL. This may be revised in the future. 2

GROUP SELLING /
We want to offer some tips on how to turn up the volume when dealing with crowds of customers. During the year, we
speak at a volume level of 4 with our customers in each moment and we can make the store feel intimate and service very
personal. When dealing with extra large crowds, we need our employees to grab attention, greet crowds and welcome
them to the store and offer directional feedback, price and promotion updates and let customers know how to find help
(if they need it). While we never want to be loud or obnoxious, we do want to be present and available and sometimes
when a zone is filled with customers, we need to be a little bit louder and present to help them find their way.

BREAK AWAY STATEMENTS /
During peak times, a lot of one-on-one time with customers can be challenging. In this section we teach teams how to
manage multiple customers and how to build polite, simple break away statements to transition from one customer to
another, to another to another. By breaking away, we can have fashion associates spend time offering many customer
great service, rather than providing a few customers one-on-one service. This is all about reaching many customers to
grow conversion.

LINE LEADERSHIP /
During the year most stores line their customers up in “Box Office” lines, meaning customers naturally line up in front of
operating cash registers and customers tend to queue themselves. During peak, we want to be much more mindful about
how we ask customers to queue. We want to create something called a “bank line” where we snake customers around
accessory fixtures to create an “S” and one line feeds all available registers. This will ensure there is no slow or fast line,
just one line that speeds up the transition experience.

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