| Evaluation: |
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Performance Indicator: |
0= Do Not Meet Expectation
3= Meet Expectation
5= Exceed Expectation |
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| 1.0 |
Staff Appearance |
Mark |
| 1.1 |
Appearance is clean and tidy |
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Hair & moustache are neat |
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| 1.2 |
Uniform |
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Neatly dressed (including Watson's T-shirt) with tie, badge, tudong, black socks & shoes |
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| 1.3 |
Staff's Body Language |
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Staff should maintain appropriate posture and attentive to customers |
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No leaning, chit-chatting and ignoring customers |
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| 2.0 |
Friendliness |
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Staff proactively greet customers with friendly smile |
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(Smile and say good morning, good afternoon or good evening) |
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| 3.0 |
Helpfulness |
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| 3.1 |
Hand-out mailers |
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Staff greet customers while handing out mailers |
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| 3.2. |
Offer Help |
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Staff are very willing to offer help and solutions whenever needed |
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| 3.3 |
Offer Basket |
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Staff offer basket to customers holding 3 items & above |
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| 3.4 |
Direct customer to the right location |
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When customer asks for a specific product, direct the customer to the right location |
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| 3.5 |
Product Information |
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Staff have sufficient information and knowledge of products and can:- |
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a) Describe product features & benefits |
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b) Answer to customer queries |
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c) Recommend the most suitable product according to customers' needs |
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| 3.6 |
Promote Products |
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Staff are able to promote any products readily most of the time |
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| 4.0 |
Cashiers Service |
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| 4.1 |
Greet & Eye contact |
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Cashiers greet the customer with SMILE and pleasant eye contact and verbal
greeting ("good morning/afternoon/evening") |
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| 4.2 |
Cashiers scan items with sense of urgency |
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The speed of processing the scanning the items are prompt without delay |
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| 4.3 |
Correct bag size |
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Cashiers able to determine and use the correct bag size for various sizes of products |
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| 4.4 |
State the correct amount |
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Cashier state the correct amount politely and clearly to customer |
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| 4.5 |
Provide the correct change |
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Cashiers hand the correct change and receipt polite with the correct hand gesture |
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| 4.6 |
Completion of transaction |
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Cashiers hand the bag of merchandize to the customer and say : |
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Thank You, See You Soon with a clear and cheerful voice |
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| 5.0 |
Greetings - Tag Line |
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When customers leave the store, staff say "Thank you, See You Soon" |
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| 6.0 |
Store Housekeeping |
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| 6.1 |
The shop is clean and tidy (such as no cartons, PVC boxes blocking the corridors, no messy items such as papers on the floor
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| 6.2 |
The display facilities are not messy, broken, dusty or dirty and merchandise (products) are
neatly displayed |
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| 6.3 |
There is correct and clear pricing displayed for all products (e.g.on the display shelf)
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| 7.0 |
Team Spirit |
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Staff exhibit good coordination and willingness to help each other in the stores |
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| 8.0 |
Other comments |
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