Best Buy Merchandise Auditing - BestMarkvideos.bestmark.com/.../auditing/BB_Auditor_Instruction_Manual.pdf · Best Buy auditors are not eligible to conduct Best Buy mystery shops

Last Updated: June25, 2012

Best Buy Merchandise Auditing Customer Experience Audit

The Leader in Customer Experience Innovation

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2 The Leader in Customer Experience Innovation | www.bestmark.com | CONFIDENTIAL © 2012 BESTMARK INC. ALL RIGHTS RESERVED.

BEST BUY CUSTOMER EXPERIENCE AUDIT

AUDITOR INFORMATION ................................................................................................................. 3 AUDITOR CONDUCT ......................................................................................................................................................................................3 AUDITOR DRESS CODE .................................................................................................................................................................................4 MATERIALS NEEDED TO CONDUCT THE AUDITS ...............................................................................................................................................4 AUDIT DAYS AND TIMES ................................................................................................................................................................................4 LENGTH OF TIME TO COMPLETE AN AUDIT SET/VISIT .......................................................................................................................................4 SCHEDULING AN AUDIT SET/VISIT ..................................................................................................................................................................4 ASSIGNED AUDIT DATE .................................................................................................................................................................................5 PROGRAM INSTRUCTIONS AND CERTIFICATION TEST .......................................................................................................................................5

VISITS OVERVIEW AND GENERAL AUDIT INFORMATION ............................................................. 6 ARRIVING AT THE STORE ...............................................................................................................................................................................6 LEAVING THE STORE .....................................................................................................................................................................................7 SIGNING IN/OUT OF LILO ...............................................................................................................................................................................8 HOW TO USE THE SCANNING (TELXON) GUN ..................................................................................................................................................9 HINTS FOR BEING EFFICIENT DURING YOUR AUDIT: .........................................................................................................................................9 SUPPORTING DOCUMENTATION – PHOTOS, SLB ........................................................................................................................................... 10 DATA ENTRY .............................................................................................................................................................................................. 11 TECHNICAL ISSUES AND HELP DESK TICKETS – ISSUES WITH THE TELXON OR PRINTER ................................................................................... 11 THEFT ....................................................................................................................................................................................................... 12

VISIT #1 ............................................................................................................................................ 13 Asset Protection (AP) - Forms/Checklists/Logs ......................................................................................................................................... 13 Store Atmosphere ..................................................................................................................................................................................... 14 Store Created Sweepstakes/Drawing ....................................................................................................................................................... 15 Signage .................................................................................................................................................................................................... 16 Safety ....................................................................................................................................................................................................... 19 Recycling .................................................................................................................................................................................................. 23

VISIT #2 ............................................................................................................................................ 26 Ad Set (Scanning Gun is required for this section) .................................................................................................................................... 26 Pricing Accuracy (Scanning Gun is required for this section) .................................................................................................................... 28 Correction Notices .................................................................................................................................................................................... 33

VISIT #3 ............................................................................................................................................ 34 Replenishment ......................................................................................................................................................................................... 34 Gaming ..................................................................................................................................................................................................... 40 Functionality ............................................................................................................................................................................................. 42

VISIT #4 ............................................................................................................................................ 49 Planograms .............................................................................................................................................................................................. 49 Geek Squad ............................................................................................................................................................................................. 53 Anti-tip Audit (Only Conducted in Self Delivery Stores) ............................................................................................................................. 54

APPENDIX A –WAVE 1 UPDATES ................................................................................................... 56

APPENDIX B –FREQUENTLY ASKED QUESTIONS ........................................................................ 60

APPENDIX C – GLOSSARY ............................................................................................................. 63

*Please note that you only need to study the content relating to the Visit(s) you are assigned to audit, along with the Auditor Information, and the General Audit Information. (For example, if you are assigned to complete Visit 2 and Visit 3 audits, you only need to study the Visit 2 and Visit 3 sections, the Auditor Information section, and General Audit Information section).


AUDITOR INFORMATION

AUDITOR CONDUCT

BestMark contractors conducting audits for this program will be referred to by BestMark and Best Buy

employees as “auditors”. Auditors must adhere to these standard procedures of behavior and conduct:

Best Buy auditors are not eligible to conduct Best Buy mystery shops.

You are not eligible to conduct audits for BestMark at any Best Buy location if you work for Best Buy or if an immediate family member currently works for Best Buy. You are obligated to notify us immediately if you or an immediate family member becomes employed with Best Buy.

Auditors should enter and exit the store only through the EXIT door of the customer entrance. The entrance door provides store managers with a daily count of customers and vendors should not be included.

Auditors must conduct all audits objectively, regardless of any rapport with the employees of the Best Buy location. You must follow the instructions exactly as they are written in the instructions. If an auditor ever is found bending the rules for a particular manager/employee/location, the audit may be marked as invalid and the auditor will not be paid and removed from BestMark’s database. Answers to any audit questions may not be changed after that particular section/question has been evaluated. However, if an employee can’t immediately produce a requested document/item, as long as it can be produced before you leave, it is compliant.

Auditors must conduct themselves professionally at all times while in the store. This includes all interactions with store management, employees or customers.

Auditors should NOT bring anyone with them to the store under any circumstance. This includes family members, friends, etc. No guests or friends should be present during the audit. If anyone accompanies you on your audit, you will not be paid and you will be removed from BestMark’s database.

The auditor dress code listed in the following section is very closely enforced.

All personal belongings, including cell phones for personal use, coats, backpacks and purses are to be kept in the auditor’s car.

Cell phones may be used to take photos for reporting purposes during the audit, but should not be used for personal use while conducting the audit. If you need to make a personal phone call, please make the call from your car.

All auditors must sign in at the Asset Protection (AP) desk when entering the store in the Third Party Vendor Log book and notify the “Manager on Duty” of your arrival and purpose of visit. You will print an Authorization Letter to present to the manager as well that will explain the purpose of your visit. Upon leaving, all auditors must sign out. In addition, you must ask the manager where you can sign into the LILO system.

Asset Protection (AP) has authorization to check all bags, packages, etc.

Present a professional demeanor at all times toward customers, employees and vendor representatives. If a customer is shopping in a section you are auditing, you should do your best not to interrupt his/her shopping experience.

If a customer asks you for help, please politely explain that you are not a Best Buy employee and suggest that he/she look for a Best Buy employee in a blue shirt for assistance.

When taking any photo evidence of your findings please make sure that no customers or Best Buy employees are in the pictures.

Use of any Point-of-Sale (POS) system or cash register is not permitted.

No food or beverages are allowed on the sales floor.

Your conduct during the audit will be evaluated and reviewed after each audit, and will affect your eligibility to conduct future audits.


AUDITOR DRESS CODE

All auditors are expected to dress in a manner that reflects good taste and business professionalism. Auditors

are required to maintain the following standards related to personal hygiene, grooming and dress:

Pants – dress slacks (e.g. khaki pants), clean and free of any holes or wrinkles; NO JEANS are allowed

Belt – belt worn if pants have belt loops

Shirt – BestMark logoed green collared shirt tucked into slacks (unless a condition exists which requires the shirt to be untucked), clean and free of holes

Shoes – solid, dark-colored shoes, polished and clean

Jewelry: earrings – stud or single loop no larger than a dime; women – maximum of 2 earrings per earlobe; men – maximum of 1 earring per earlobe; no visible body or facial jewelry

Not permitted – visible tattoos; unusual hair color or hair style

Not wearing the appropriate attire may result in having to send another auditor out to the same location and therefore the original auditor will not be paid.

MATERIALS NEEDED TO CONDUCT THE AUDITS

Dispatch Assignment Sheet

Hard copy survey (a clipboard may be helpful for writing and making notes, but is not required)

Instruction Manual—Note: you should be extremely familiar with the survey form and these instructions prior to performing an audit

State or Government issued ID

Summary Leave Behind (SLB)–This should be reviewed and left with the store manager at the end of the day (you must fill this out and comment on any issues or problems you found). You will print this, along with the survey

Authorization Letter – this form must be presented to the manager during your introduction. You will print this along with the survey

Fully charged digital camera or high quality camera phone

Charger for your device

Two pens; any color

AUDIT DAYS AND TIMES

Audits can only be completed Monday through Friday from 10:00am – 5:00pm. Auditors cannot enter the store before 10:00 am or audit past 5:00 pm. You should contact the manager by 5 pm and then review the Summary Leave Behind with the manager, but under no circumstance should you be in the store after 5:30 pm. If your audit has not been completed by 5 pm, please contact BestMark to determine if it is permissible to return the next day to complete it. Store managers or anyone from BestMark do not have authority to give you permission to audit outside these times under any circumstance.

LENGTH OF TIME TO COMPLETE AN AUDIT SET/VISIT

The average time to complete an audit set varies depending on the type of audits being performed. Any audit that appears to be rushed will not be accepted. You must be very detailed with each section and you should not rush through your audit to simply get it completed. If an audit is determined to be rushed, another auditor will be assigned to visit the location and the original auditor will not be paid.

SCHEDULING AN AUDIT SET/VISIT

You will only be able to perform Visits after you have passed the sections of the Certification Test for that Visit. Visits are not available to you online until you are fully certified for that Visit.

You may perform more than one Visit per day, provided audits are conducted within the 10am – 5pm timeframe. However, you must fully complete both Visits on that same day. Visits may not spill over into the following day.

The ultimate goal is for each auditor to be THE auditor for a particular store and to perform all of the Visits for that store each month. That way, you will learn your way around the store and will become more efficient during each Visit.

You will receive a notification email when the Visits are available to be assigned.


Auditors will then have up until 10 days prior to the start of the next wave to sign up for those Visits.

If auditors haven’t signed up by 10 days prior to the start date for that wave, the Visits will be made available to all auditors who are certified for those Visits.

ASSIGNED AUDIT DATE

You must complete your audit on the assigned date. Multiple reschedules may result in cancellation of your audit and removal from BestMark’s database.

PROGRAM INSTRUCTIONS AND CERTIFICATION TEST

You should be extremely familiar with these instructions before performing an audit. As you read through the

following sections please take note of any important notes or helpful tips listed. These notes and tips are based

on frequently asked questions and common mistakes that have caused audits to be invalid. You should be

extremely familiar with these instructions before performing an audit and this manual must be with you at all

times when performing an audit.

You are not eligible to conduct audits unless you have passed the certification test. You may be able to retake a section of the Certification Test that you have not passed. All auditors will be required to review the Monthly Updates section of the Dispatch Assignment Sheet for each assignment and must remain familiar with the Instruction Manual. Depending on the amount of changes over time, you may be required to re-test on those sections.


VISITS OVERVIEW AND GENERAL AUDIT INFORMATION

There are 15 different audit types, which are grouped into four different audit sets, or Visits. Each group is to be

performed together on the same day. You may perform two Visits per day, but both Visits must be completed

that same day. The individual components may be performed in the order of your choosing, although some

components must be performed before or after noon as shown below. Note: the completion time indicated is

only an estimate of in-store time and varies based on an auditor’s efficiency, a store’s size, and the number of

non-compliance issues. The sets are organized as follows:

Visit #1: (2-2.5 hours in-store)

Asset Protection

Store Atmosphere

Sweepstakes Signage

Signage

Safety

Recycling

Visit #2: (3-3.5 hours in-store)

Ad Set (Requires Scanning Gun)

Pricing Accuracy (Requires Scanning Gun)

Correction Notices

Visit #3 (4.5-5.5 hours in-store)

Replenishment (Requires Scanning Gun)

Gaming

Functionality

Visit #4 (1.5-2.5 hours in-store)

Planograms

Geek Squad

Anti-Tip Bracket (Self Delivery Stores Only)

NOTE: Ad Set, Pricing Accuracy and Replenishment Audits must be completed BEFORE 1PM. The Functionality audit should occur AFTER NOON.

ARRIVING AT THE STORE

Upon entering the store through the Exit door you will immediately see an Asset Protection desk at which a Best

Buy employee may be standing. (It is important to enter through the Exit door, so that you are not counted as a

customer.) If there is not employee present, ask any employee for assistance. Politely introduce yourself as the

BestMark auditor on behalf of Best Buy corporate headquarters and show the employee your Authorization

Letter. Ask to speak with the Product Process Manager (PPM) or the manager on duty.

While waiting for the manager to greet you, you should sign into the Vendor Log Book at the AP desk and you

should also sign into the LILO system through Employee ToolKit at a Customer Kiosk. Additionally, you MUST

ask the Asset Protection Employee to put a sticker on any electronic item that you may have in your possession.

For example, your digital camera should have a sticker on it to signify you brought this item into the store.

Once the PPM or manager on duty greets you and you’ve made your introduction, you should cover the

following points in your opening conversation:

Present the manager with your Authorization Letter which explains the purpose of your visit. Please

contact BestMark from the store if there are any issues upon your arrival or during your introduction to

the manager.


Explain that you will be conducting audits in their store as part of the CEA program and identify the type

of audits you will perform.

Ask the manager where you should sign into the LILO system. You should explain that you will need to

sign in and out on the LILO system each day you are in the store.

**The Anti-Tip Audit in Visit 4 is not conducted at all stores. If it is noted on your Dispatch Assignment

Sheet that the Anti-Tip Audit should be conducted in the store, you should mention to the manager that

you will need access to their range deliveries for the previous month to check Anti-Tip bracket

compliance.

You should also tell the manager that you will need to use the following equipment:

o A fully charged scanning gun is required for:

Visit 2 (Ad Set and Pricing Accuracy)

Visit 3 (Replenishment)

Login ID is ‘vendor’ and the current password is listed on your Monthly Updates

form for the current month. Note: The ID and password are case sensitive, so

please enter carefully. The password will change each month, but the Login ID

will not change.

o The printer is required for:

Audit Set 2 (Correction Notices)

Audit Set 3 (Replenishment)

Audit Set 4 (Planograms)

o The sign printer is required for:

Audit Set 2 (Pricing Accuracy)

o A computer is required for:

Audit Set 2 (Correction Notices Audit)

Important: If the store is doing a reset (reorganizing the layout of the store or one particular department), and

the reset work will affect at least one area that you plan to audit that day, ask when it will likely be completed

and notify your scheduler immediately FROM THE STORE with the details. Your BestMark scheduler may ask

you to leave and reschedule you for another day when the reset will be completed. In this case, you will receive

fair compensation for your trouble to return another day AS LONG AS you called with the details while you were

still at the store.

LEAVING THE STORE

You should reserve at least 15 minutes at the end of each day to review your findings on the Summary Leave

Behind (SLB) with the store manager. This means you should report to the Asset Protection Desk or get in

contact with the manager by no later than 5:00 pm. We recognize that in some instances this may take up to 30

minutes. Under no circumstances should you be in the store after 5:30 pm. As you prepare to leave the store each day you will need to ensure that the following steps have been completed. Failure to complete these steps will result in an invalid audit.

1. Summary Leave Behind (SLB) has been reviewed with the manager, signed, dated and both

sides photocopied (if applicable). You will need to review the SLB with the store manager or merchandising manager at the end of the day. A signed copy of the SLB must be uploaded to the BestMark website. Your audit will not be considered valid unless the completed, signed form is uploaded to the BestMark Shopper Website.

2. Down Stocking Reports retrieved and photocopied (if Visit 3 is performed) for the store. You must take the originals with you for data entry and upload.

3. Photographs – Ensure that you have taken CLEAR photos of all non-compliant issues.

Take pictures of ALL issues as directed in the front of each section of these instructions. If something is non-compliant because of something that is missing, you must take a picture of the empty place where the item should have been found. These are needed to show to stores that might contest the issue. If pictures are not provided as required, your audit will not be accepted. You will be prompted to upload the picture(s) on the last page of each survey form for each audit component as you are entering your information online. Remember; please only upload the picture that shows the BEST example of an issue. There is no need to upload more than 1 picture of the same issue.


4. Vendor Log and LILO

Please make sure you log out of LILO through ETK at a Customer and sign out on the Vendor Log at the Asset Protection desk.

SIGNING IN/OUT OF LILO

SIGNING IN to the LILO System:

1. Find a non-POS Best Buy Workstation/Customer Kiosk (usually found within the departments) and

press SHIFT + CTRL + ZZ (hold SHIFT and CTRL, and then hit the Z key twice) to open the ETK Log In dialog. IMPORTANT: POS Workstations are the computers used to ring up customers and cannot be used for LILO.

2. Log into the ETK as:

Username: vendor (Note: Both the Username and Password are case sensitive.)

Password: the monthly password is listed on your Monthly Updates form for the most recent month

3. Once logged into the ETK, you will see the Vendor Home Page. Click the Third Party Log In/Log Out link to access the LILO system.

4. Now, you will be prompted to enter your Username and Password.

Username: bestmarkauditor

Password: 0614

Vendor: BestMark Note: If your username/password fails, you may be able to continue, if allowed.

5. Enter information on activities you plan on doing while in the store.

Select Activity (Choose Merchandising)

Select Primary Department (Choose Other)

Select Vendor (Choose Best Buy)

Select Program (Choose CEA Audit) 6. Click LOGIN. You have now successfully signed into the Best Buy LILO System and will be

provided a confirmation code to write down for your records. SIGNING OUT of the LILO System:

1. Visit the nearest Customer Kiosk to access Employee ToolKit (ETK) and press SHIFT + CTRL + ZZ (hold SHIFT and CTRL and then hit the Z key twice) to open the ETK Log In dialog.




3. Once logged into the ETK, you will see the Vendor Home Page. Click the Third Party Log In/Log Out link to access the LILO system.

7. Now, you will be prompted to enter your Username and Password.

Username: bestmarkauditor

Password: 0614 4. The system will automatically calculate your time spent in the store. 5. Click the LOGOUT button. 6. You have now successfully SIGNED OUT of the Best Buy LILO System.

Please make note of your Confirmation Number.

Important: Be sure to sign out of Employee ToolKit after each use, by clicking the logout button at the top right of the screen. If you encounter difficulties logging into LILO, do not spend more than 5 minutes attempting to get the system to work properly. If LILO is not available or not working, you should include this information on your SLB.


HOW TO USE THE SCANNING (TELXON) GUN

A fully charged scanning gun is required for:

Audit Set 2 (Ad Set and Pricing Accuracy)

Audit Set 3 (Replenishment)

The Login ID is ‘vendor’ and the current password is listed on your Monthly Updates

form for the current month. Note: The ID and password are case sensitive, so

please enter carefully. Hit the Shift key to make a capital letter. The password will

change each month, but the Login ID will not change. Upon first logging in, you will

be prompted to enter the store number of the location you are in, which is listed on

your Dispatch Assignment Sheet.

The scanning gun looks like a gun and works the same way. Once you have turned

on the scanning gun, you will need to log in. When you have entered your Login ID

and password, press Enter. Upon first logging in, you will be prompted to enter the

store number of the location you are in, which is listed on your Dispatch Assignment

Sheet. The screen of the scanning gun is also a touch screen, so you may simply press your choice on the

screen to select. Once activated, hold the gun by the handle. When you pull the trigger, the gun shoots a laser

line. Steady the laser line over the bar code. The scanning gun reads the bar code and emits a beep.

Information regarding the scanned product will then show on the screen. Video Clip 1

HINTS FOR BEING EFFICIENT DURING YOUR AUDIT:

1. Use a Best Buy shopping cart to hold your materials and wheel it around the store as you audit. 2. Use a clipboard to hold your survey. 3. Leave anything non-essential to doing your audit in your car. 4. If possible, carry your camera, extra pens, wallet, etc. in a clear plastic bag. 5. Print out this Instruction Manual and keep it on your clipboard for reference 6. If your audit requires the use of a Telxon gun or printer, ask the store manager/employee a few

questions to help save you time and avoid any potential issues:

Are there any areas of the store where the Telxon gun does not work well or that it loses the signal?

Are there any Telxon guns that continually have problems? Do I have a good Telxon gun?

Are you having any printer issues today? I want to make sure when I need to use the printer, it will print out my documents. (Only for Visit 2 - Correction Notices Audit and Visit 3 - Replenishment )

Are there any tips or tricks for the Telxon guns in your store?

7. Detailed and Accurate Narrative

Please be clear and specific with your comments and be sure that they pertain to the question.

It is helpful for the comments to be as detailed as possible.

It is better to provide too much information than too little information.

Being as descriptive as possible also helps reduce the probability that we will need to contact you later for additional details.

Please write in full sentences and use proper grammar at all times.

Incorrect: On computer.

Correct: The associate was using the computer.

Do not type your comments in capital letters. Use capital letters only for the first letter of a sentence.

Incorrect: THE ASSOCIATE WAS FRIENDLY AND POLITE.

Correct: The associate was friendly and polite.

When entering data on the website use detailed sentences.

Incorrect: Laptops not working.

Correct: Of the 6 laptops displayed in the Computer department, 2 of the laptops did not show a Best Buy display and 1 laptop did not have power.

Please ensure that your comments are in past tense.

http://videos.bestmark.com/training/auditing/VideoClip_1.m4v


When I pressed the "on" button, the camera did not power up.

8. Consistency

Consistency among all auditors is vital to the success of this program.

Audits are conducted in over 1,100 stores across the country and it is very important that they are done the same way.

All auditors must follow these instructions exactly, and not make exceptions for any stores for any reason.

Your job as an auditor is to note what you see, not to judge stores or staff; please be completely objective while conducting your audit.

If any Best Buy staff member asks you to change any of your findings, or tells you of an extenuating circumstance that causes something to be noncompliant, you must politely let them know that you have been directed to report exactly what you see, and that if they have questions or issues, they should raise them on the Best Buy CEA Wiki page. You may also explain that strict observation is required because audit results are also used at the corporate level to improve processes that affect the stores.

NEVER give stores a break on any items that you observed to be noncompliant; by the same token don't mark something noncompliant that is compliant.

SUPPORTING DOCUMENTATION – PHOTOS, SLB

Photos: In general, photos are required for question answers that are non-compliant with Customer Experience Assessment (CEA) standards. One CLEAR photo must be uploaded to show the non-compliant issue. All images MUST be in a jpg. format. Otherwise you will be unable to upload your photos. Please pay close attention to the PHOTO REQUIREMENT notes at the beginning of each audit section, as the requirements vary by audit. If photos are not provided as required, your audit will not be accepted. Important: Use your camera’s features to organize your photos in your camera (e.g. label each photo with the audit name and question number, or utilize folders). When you transfer the photos to your computer use file names that correspond to the audit you performed and organize them in folders so you will be able to easily upload them and refer back to them later if necessary. We strongly suggest that you download and use Google Chrome, Firefox or Safari as your internet browser to allow for easier, faster uploading of photos. IF AN AUDIT VIOLATION IS DUE TO SOMETHING THAT IS MISSING (FOR EXAMPLE: A PRICE SIGN, CORRECTION NOTICES, ETC.) YOU MUST TAKE A PICTURE OF THE EMPTY PLACE WHERE THE ITEM SHOULD HAVE BEEN FOUND. THESE ARE NEEDED TO SHOW TO ANYONE WHO MIGHT CONTEST THE ISSUE.

Summary Leave Behind (SLB): The SLB must be completed and

uploaded for each day. The SLB form can be found at the end of your

blank survey form. On this form you should summarize all non-

compliant issues or other issues found during the audit. You should

present your findings in a fact-based manner. Do not provide any

commentary on how you think the store scored or how this audit

compares to others that you have conducted. If the space to write

comments provided on the SLB is not large enough to capture

everything, you can use the back of the SLB to finish writing your

notes. Managers reference this document frequently, so please be

clear and specific. Be sure to write neatly. The manager must sign

and date the SLB. SLB forms should be uploaded during data entry of

your report (both sides if you used the back for more space).

Your review with the manager should take approximately 15 – 30 minutes. Note: the purpose of this review is not to discuss specific responses. However, if you found numerous errors in an area, you


may offer to walk the manager to the area in question to point out the errors. If the store manager or anyone else inquires about how the site scored, you should say, “I do not know the score; it is calculated based on multiple inputs and the report has to go through quality checks. However, you can check the CEA reporting website in a few days for your score, and you will receive an email alerting you that your report is ready.” If a store manager tries to persuade you to change an answer, politely explain to him/her that they will be given the opportunity to disagree with any findings after the report has been submitted and posted on the results website. You should answer each survey question based on your observations when performing the audit; you should never change an answer later. After you have reviewed the SLB with the store manager and he or she has signed and dated it, please ask the manager to make a copy of the completed form for you to take with you. The original form should be left at the store with the manager. The copy of the SLB MUST BE CLEAR, must include the full page and must be readable. If you write any additional notes on the back side of the form please be sure to have the manager initial the back page and make a copy of that side as well. Scan and upload the form during data entry. If you fail to provide a CLEAR image of your signed SLB (front and back if applicable) for each day you are in the store, your audit will be invalid and you will not be paid. We need this form as verification that you reviewed the necessary results with the manager at the end of each audit day. If you do not upload all photos and supporting documentation as outlined above, your report will be invalid and you will not be paid for your audit.

DATA ENTRY

Data entry MUST be completed by 2:00 PM the day after your store visit. If you can’t meet this deadline

and if you do not notify your scheduler and confirm they are aware of your situation, your audit may not be

accepted. We have a strict obligation to communicate the results to Best Buy within a very short timeframe so

speedy data entry is a must. All cancellations are tracked in the system and negatively affect your standing

with BestMark, which can affect which shops/audits you’re offered in the future.

If any reports are found to contain errors or insufficient commentary, you may be prohibited from conducting further audits or mystery shops for BestMark and may also not be paid for your audit.

TECHNICAL ISSUES AND HELP DESK TICKETS – ISSUES WITH THE TELXON OR PRINTER

There are a few audits that can be affected by defective equipment.

These audits require a working printer:

Visit 2 – Correction Notices

Visit 3 – Replenishment

This audit requires a working sign printer:

Visit 2 – Pricing Accuracy

These audits require a working Telxon:

Visit 2 – Pricing Accuracy

Visit 2 – Ad Set

Visit 3 – Replenishment

Please spend no more than 15 minutes trying to get a non-functioning piece of equipment to work. If you are unable to get the equipment to function properly in that time, please inform a Best Buy employee and ask him/her for a Help Desk ticket number.

Telxon Tips: There may be certain products on display than can cause interference that prevents the Telxon from connecting. For example; with some wireless printers when the wireless function is active, it overpowers the Telxon and prevents it from connecting to the network. Auditors should work with an associate in the store to troubleshoot if any product displays are causing the wireless network interference. If after turning off the wireless function, the Telxon still won’t connect, the auditors will need to work with the store to call in a Help Desk ticket.


If you are unable to start or complete an audit component due to technical issue(s) on the part of Best Buy equipment (i.e., scanning gun not working, printer issues, etc.), your pay will be reduced accordingly, based on the average time normally taken to complete the missing/unfinished component. If you are unable to complete any components, you will receive fair compensation for your trouble as long as you can provide a Best Buy Help Desk ticket number. You may have the option of being reassigned the affected audit component(s) after the equipment issues are resolved. Visits that could not be completed due to defective equipment should be handled as follows: Visit 1: Not affected; no equipment needed Visit 2: If Ad Set and Pricing Accuracy can’t be completed, due to the absence of a working Telxon, Correction Notices SHOULD NOT BE CONDUCTED either. You should leave the store without conducting any audits. If Correction Notices can’t be completed due to a non-functioning printer, you SHOULD CONDUCT the Ad Set and Pricing Accuracy audits. Visit 3: If Replenishment can’t be completed due to the absence of a working Telxon or printer, you SHOULD CONDUCT the Gaming and Functionality audits. Please note that under no circumstance should you contact the Best Buy Help Desk directly for any issues within Best Buy. If an employee or manager asks you to contact the Best Buy Help Desk directly, you should notify them that you are not permitted to; only employees of Best Buy should contact the Best Buy Help Desk.

YOUR AVAILABILITY You must be available at least 48 hours after submitting the audit for any follow-up clarifications BestMark might need from you. Failure to reply means your audit report may not be considered valid and you may not be paid. If, for any reason, you are planning on being away from home, you should have your materials readily available in case we need any clarification on your survey. You must keep any notes, pictures and forms from the location for at least 60 days in case we need later clarification on any part of your report. This means you should save them to a disk, your email, or hard drive in the event we need to clarify any points.

THEFT

If an auditor suspects a customer has taken something, immediately contact a Best Buy manager or an Asset Protection employee. Do not accuse, chase or apprehend a potential thief. If an auditor suspects internal employee theft, immediately contact a Best Buy manager or an Asset Protection employee. If an auditor is not comfortable talking to someone in the store, he/she should call Best Buy’s Asset Protection Hotline for assistance at 1-800-840-4855.


VISIT #1

Asset Protection (AP) - Forms/Checklists/Logs

PHOTO REQUIREMENTS FOR ASSET PROTECTION: A photo is required of the Vendor Log, and for all non-compliant scores where a document was produced, but not compliant. (e.g. If the store can only provide checklists for the last two weeks, rather than the required four, photos of those checklists must be provided.)

The AP stand is a desk located near the main entrance to the store. There may be a person at the AP desk; they may be an AP employee (wearing a yellow shirt) or a Best Buy floor employee (wearing a blue shirt). Introduce yourself to the AP employee and explain your purpose in the store if you haven’t done so already. The purpose of this audit is to verify that the store maintains the correct forms, checklists and supplies. Please ask the person at the Asset Protection (AP) stand to provide the following documents. Vendor Log The Vendor Log should be available at either the Asset Protection Stand or at customer service. Verify that there is evidence that the Vendor Log is being used (e.g. information is being filled in for date/name/company/purpose/time in and out, etc). Weekly Safety Checklist The purpose of this audit is to verify that the store has correctly and completely filled out their Weekly Safety Checklists for the four previous weeks. Key Log You will verify that the store can provide the Key Log for the last seven days. If the Key Log sheet is not located in the Asset Protection stand, please ask the Asset Protection employee if they can locate it for you so you can check the log. If there is only a Thumb Drive Log, this is not compliant, as in the photo at right. Some stores may have the Thumb Drive Log and the Key Log combined to save paperwork. As long as the document specifically calls out Key Log and has the MOD signature, this is acceptable. You do not need to check anything in regards to the Thumb Drive; you are only checking this log for the Key Log information. This log must consist of seven separate pages, not seven on one sheet. The latter is not in compliance. If no log is available or it is incomplete, score No for this question. Monthly Alarm Test Forms

The purpose of this audit is to verify that the store has correctly and completely filled out their Monthly Alarm Test Forms. They should be able to provide the Alarm Test Forms for the previous three months. Retail Hazard Plan The purpose of this audit is to verify that the store has a copy of the Retail All Hazard Plan which should be located somewhere at the AP desk.


Lock-Out/Tag-Out Kit The purpose of this audit is to ensure that the store has the Lock-Out/Tag-Out Kit present inside the AP office or desk.

Store Atmosphere

PHOTO REQUIREMENTS FOR STORE ATMOSPHERE: Photos are required for all non-compliant scores where non-compliance can be demonstrated visually or where damage is observed. (e.g. litter, torn carpet, absence of restroom supplies, damage to countertops, stall doors/locks or tile, etc.)

The purpose of this audit is to verify that the exterior and interior of the store meet established standards. The

areas of the store and surrounding area that you will need to check are as

follows:

Exterior

Parking lot

Shopping carts

Sidewalk

Trash cans/ashtrays

Lighting and signage

Landscaped areas

When evaluating the outside of the building, one of the items you will be looking for a landscaped area on the Best Buy property. If you find a landscaped area, you will evaluate the following:

Were the landscaped areas free of excessive weeds? If the area has two weeds, that is acceptable. However, if there are over two weeds please mark this question No and take a picture.

Were the landscaped areas free and clear of trash? If there is any trash in the landscaped area, please take a picture.

Stores that are part of strip malls: To determine the area that stores are responsible for maintaining, draw two imaginary lines that come out from the sides of the store and go straight out to the lot. This is the area that you should evaluate.

Stores with storefronts along a boulevard: If there is a sidewalk immediately in front of the store, which is right along a street, that area and any landscaping is the responsibility of city and should not be evaluated.

Interior

Vestibule (or breezeway)

o Visibility of store hours

o Entry/exit doors free of streaks, smudges and fingerprints

o Free of excessive debris, such as trash, leaves, paper, etc. (3 or fewer pieces is acceptable)

o Free of any offensive or unusual odors

o Shopping cart corral (it is acceptable if the cart corral is inside the store vs. in the vestibule)


Interior lighting: All overhead lights should be lit (no more than 5 off or burned out). Note: The majority of the lights should be easily visible from the front of the store, but please keep this question in mind when completing other tasks in the store. **Exception 1: Do not score No if lights are out in Home Theater (above Plasma/LCD TVs); some stores have this set this way intentionally. **Exception 2: If a store has skylights, please score Yes.

Flooring: Flooring should be free from loose tiles, ripped carpet and stains or gum spots.

You will also be checking for offensive or unusual odors throughout the store.

Restroom: You will only check the restroom that you are allowed to enter based on your gender. Check the maintenance and cleanliness of toilets/urinals, floors, walls, counters, soap dispensers and changing tables.

Store Created Sweepstakes/Drawing

PHOTO REQUIREMENTS FOR STORE SWEEPSTAKES: A photo is required of each store-created sweepstakes/drawing found.

NOTE: WE DO NOT CONDUCT THE STORE CREATED SWEEPSTAKES/ DRAWING AUDIT IN THE APPLIANCES DEPARTMENT FOR THE STORES THAT HAVE A “PACIFIC SALES APPLIANCES” (PAC) DEPARTMENT. NOTE: EVEN IF THE STORE YOU ARE EVALUATING WAS NOT A PAC STORE BEFORE, IT MAY BE NOW. SEE YOUR DISPATCH INSTRUCTIONS SHEET TO DETERMINE IF YOU ARE IN A PAC STORE.

The purpose of this audit is to verify that the store hasn’t created its own sweepstakes/drawing for customers to

enter.

During your time in the store and while walking around performing other audits, keep a careful eye out for:

Signs promoting a sweepstakes/drawing

Entry forms for customers to fill out

Ballot box or other container for entries

Any other material

Focus on the racetrack (the main aisle that runs the inner-perimeter of the store) when you look for evidence of a store-created sweepstakes/drawing. However, sweepstakes/drawings could also be within a department. There may be a special table set up on the racetrack to promote participation in the sweepstakes/drawing. Promotional signs for a store-created sweepstakes or drawing may look like they were hand printed or printed on a home computer. If you find ANY store created sweepstakes or drawings, please take a picture of them and record the location.


Signage

PHOTO REQUIREMENTS FOR SIGNAGE: Photos are required for all non-compliant scores. Photos should be taken of the area where the required item should have been. (e.g. If a register in Computers was missing a policy sign, a photo should be taken of the register area that shows that the policy sign was absent.) If one or more signs are missing from the Customer Information Board please take a close-up picture of the entire board.

The purpose of this audit is to verify that specific signs are posted as required throughout the store. Policy Signs at Front Registers/Racetrack/Customer Service/Geek Squad Go to each front lanes register and verify that the Best Buy policy sign is posted near each register and is unobstructed such that a customer can reference it. Verify that policy signs are also posted at each register in Customer Service and in the Geek Squad area. If you are standing at the counter and can read the sign, it is not obstructed. Also, if the only item obstructing the sign is the signature pad, this is acceptable. Make sure you take a picture of any obstructed signs. The current Policy Sign is shown below. Stores must have this one displayed to be compliant. If the sign is not compliant, please record on your SLB and take a picture.

Policy Signs at Department Registers

In departments, a policy sign should be visible when you are standing at the credit card scanner. Please ensure any obstruction pictures are taken from the angle of a customer standing at the credit card scanner device. Note – the sign may be flat on the counter as a “mat” – this is okay as long as it is unobstructed.

Verify that Best Buy Policy Signs are posted at each department

register. These are checkout counters within a department (not

the primary checkout area) that have a cash register present

plus a computer where store employees can access information

for customers. You will need to take a picture of any registers

that do not have a policy sign.

The sign in Magnolia is slightly different and shown here for

reference.

Reminder: The Installation Bay is not part of the audit; when

checking for registers in Car Electronics, only review those in

the store.


For each register found in a department you will check to ensure that a Best Buy Policy sign is posted. If a store

has an outdated sign that is not correct, please note this on your survey and take a picture. ESRB Signs

The purpose of this audit is to verify that Entertainment Software Ratings Board (ESRB) ratings information is posted in all four foot sections within the aisles of the gaming department. The ESRB has established ratings for video games for customers to reference. When checking for ESRB signs, you will only look at inline sections, which refers to the regular selling location in the aisle, not the end cap. Do not check handhelds (i.e. PlayStation Portable (PSP), etc.)

Overview of How to Perform the ESRB Audit

Throughout the inline Video Game area (regular selling location in the aisle, not on end caps) there should be

signs with ESRB ratings information located in the shelf rails for each type of game system. Some stores may

have their video games in basket-style fixtures, and in those cases, the rail signs will most likely be posted on

the bottom row. For each video game platform, you will verify that the ESRB ratings information is posted in

every 4-ft. section within the game titles. Indicate how many sections were missing signs.

Check each of the video game platform sections:

XBOX 360 XBOX Kinect PlayStation 3 (PS3) PS3 Move Wii

ESRB Rail Signs:

Stores should have rail signs with the ESRB ratings posted within the Video Game area and the Computer

Software (games) area. Rail signs identify the platform for game titles found in the section and also display the

ESRB ratings information.

Temporary ESRB signs are acceptable:

Some locations will have temporary ESRB signs, as shown below. These signs have ESRB rating information

on them if you look closely in the top right corner, which is acceptable.

Consumer Information Board

The purpose of this audit is to verify that the store has their Consumer

Information Board hanging up, the required signs are posted on it, and that

customers can walk up to the board and read the signs.

Locate the Consumer Information Board (CIB). It will likely be hanging near the front of the store, near Customer Service or in the main entrance vestibule. The board is approximately 2 ½ feet wide


by 3 ½ feet tall. If you cannot locate the board, ask an employee for help locating it. You will check for the following:

The CIB is located where customers can access it and read the information.

The presence of five specific signs as detailed in the survey. One of these signs is the “Official Rules 2012 Best Buy Annual Survey Shopping Spree Sweepstakes" sign. Look for this heading on the top of this sign to ensure it says 2012.

Only for specific states: Additional signs will be checked for stores in specific states as detailed in the survey.

Financing Signs

There are compliant and non-compliant financing signs that are sometimes posted in stores. Non-compliant

signs do not have a Part Number and current date at the bottom of the sign; compliant signs must have both.

You are to report and photograph only non-compliant Financing signs. If a non-compliant Financing sign is

found in a store, you must upload a photo of the non-compliant sign. Signs that are in compliance do not need

to be reported, counted or photographed. You only need to report/photograph just one non-compliant sign,

even if you find more than one non-compliant sign in a store. Compliant signs have both a Part Number and

date at the bottom of the sign, and the date range must include the date you are performing the audit. Following are examples of compliant and non-compliant signs for your reference. Actual signs may not look exactly like these; there are many other examples of approved or non-compliant signs.


Safety

PHOTO REQUIREMENTS FOR SAFETY: A photo is required for all non-compliant scores. For missing items, photos should be taken of the area where the required item should have been. (e.g. If the required sticker is missing, a photo must be taken of the area that shows the sticker was absent.) For questions relating to documentation, a photo is required for non-compliant scores where a document was produced, but not compliant. (e.g. If the store can only provide the current week’s checklist for Big Joe, rather than the required two previous weeks, photos of the existing checklist must be provided.) For the Communications Room and Electrical Room/Cage, the doors should be locked, so a photo of the door standing ajar/propped open is required for a No score.

Big Joe/WAV

Big Joe and the Work Assist Vehicle (WAV) are both pieces of equipment used to lift and get product down from

the upper storage areas. This equipment will usually be found in the backroom, but may be out on the sales

floor. There may be more than one Big Joe unit in a single store and some stores may have a Big Joe and a

WAV. The purpose of this audit is to verify that safety standards are met. Non-functioning Big Joes or WAVs: There should be a “Do Not Use” sign of some sort on the Big Joe and the

Lock-out/Tag-out device should be installed on non-functioning equipment. In this case, do NOT evaluate the

non-functioning equipment. If this protocol is not followed, the item should be fully evaluated and scored

accordingly.

Big Joe

Check each Big Joe to verify: (See Big Joe photo at right.)

Safety belt is present. Drive limit switch is compliant (not taped in place).

Safety sticker ('No One Under 18' sticker) is present.

Big Joe Daily Inspection Checklist present and is correctly filled out.

Big Joe Daily Inspection Checklists for the previous two weeks are available and correctly/completely filled out. (These are likely found in the Asset Protection office, rather than on the Big Joe.)

NOTE: There are powered pallets jacks that are also branded Big

Joe. These do not need to be checked. Only check the Big Joe

equipment pictured at right.

You will need to record the serial numbers of the Big Joe units and will need to take a picture of any issues found.

Drive Limit Switch

The drive limit switch restricts the ability to move or drive the Big Joe when the platform is raised above 2 feet.

The drive limit switch looks different and is found in different places on the unit depending on the type and age

of the Big Joe. If the lift base is down, you will need to look through the metal “mesh” on the back of the unit to

see if the drive limit switch has been taped in place. This may be difficult to find, so please ask a warehouse

employee if you do not see this switch. If necessary, you can ask him/her to raise the base platform so you can

see the switch.

A taped down switch is an important violation and is one of the hazards that needs to be brought to the attention

of store management.

*** SAFETY CAUTION ***


Never walk or stand under the platform when it is raised! You can see the switch by standing to either

side of the Big Joe unit. You should NEVER attempt to operate the Big Joe Unit yourself!

Non-compliant Limit Switch Compliant Limit Switch

Safety Stickers

This yellow sticker is required to be present; indicating no one under the age of 18 may

operate Big Joe.

Inspection Checklists

Verify that the Big Joe Daily Inspection Checklist is present on the Big Joe (likely on a clipboard) and correctly

filled out. The store should also be able to provide the Big Joe Daily Inspection Checklists for the two previous

weeks. Please ask the person at the Asset Protection (AP) stand to provide these checklists.

Work Assist Vehicle (WAV)

There is only one style of WAV, shown below. If it does not look exactly like the

picture below, it is not a WAV.

Please check each WAV to ensure there is a:

Safety sticker present – “No one under 18 is allowed to operate this

equipment”

WAV Daily Safety Inspection Checklist present and correctly filled out

WAV Daily Safety Inspection Checklist for the previous two weeks available

and correctly/completely filled out (These are likely found in the Asset

Protection office.)

You will need to record the serial numbers of the WAV units and will need to take a picture of any issues found.

Safety Stickers

The purpose of this audit is to verify that all safety stickers are present.

The trash compactor will likely be found in the store’s warehouse. Check for the

following safety stickers on the trash compactor:

“No hazardous waste in the compactor” safety sticker

“No one under the age of 18 is allowed to operate this equipment” safety sticker

If the store has a cardboard baler, check for:

“No one under the age of 18 is allowed to operate this equipment” safety sticker


As you conduct your audit, look for rolling ladders both on the sales

floor and in the backroom/warehouse. Count the total number of

ladders and check to see if all rolling ladders in the store have three

safety stickers clearly visible on the ladder. All three stickers must be

on each ladder for a store to get credit for this question. The stickers

are placed on the steps, so they are easily seen when going up the

ladder. Check for the following three stickers on rolling ladders (this

does not include step stools or other ladder types) that you find

anywhere in the store:

“Employee use only”

“Face that ladder”

“Careful up there”

If the trash compactor, cardboard baler or rolling ladder(s) are missing any of the required stickers, you MUST take a picture showing the stickers are missing.

The hand pallet truck, step stools or other ladder types are not items being checked during this audit.

Communications Room

The purpose of this audit is to verify that the Communications Room is locked

and that the entrance is clear/unobstructed, and free of products, fixtures and

supplies.

Find the Communications Room. The door will have vents near the bottom.

Check if the door is locked before asking a manager to unlock it for you. The manager should accompany you into the room.

Verify that the entrance to the Communications Room is clear and unobstructed (free from barriers that would prevent you from getting to the door).

Check inside and verify that there are NO supplies, products and/or fixtures (shelves, displays, etc.) OF ANY KIND in the Communications Room.

Take a picture of any issues you find.

Electrical Room/Cage

The purpose of this audit is to verify that the Electrical Room and/or

Cage is locked and that the entrance is clear/unobstructed and free of

products, fixtures and supplies.

Locate the Electrical Room and/or Cage. (Note: If there is both an

electrical room and an electrical cage, both must be compliant to earn a

Yes score.) Stores may have an Electrical Room secured with a door and/or

an Electrical Cage secured with a fence.

Check if the door is locked before asking a manager to unlock it for you. The manager should accompany you into the room.

Verify that the entrance to the Electrical Room/Cage is clear and unobstructed (free from barriers that would prevent you from getting to the door).

Check inside and verify that there are NO supplies, products and/or fixtures (shelves, displays, etc.) OF ANY KIND in the Electrical Room/Cage.

EMPLOYEE USE ONLY

FACE THAT LADDER

CAREFUL UP THERE



Trip/Fall Hazards

The purpose of this audit is to verify that there are no trip/fall or other hazards present where customers could

potentially hurt themselves. You only need to check trip/fall hazards on the entire sales floor; you don’t need to

check in the warehouse. You will look for:

Electrical cords and/or power strips across an aisle/walkway; even if they are flat on the floor and/or, in a sleeve or taped; this is not compliant.

Damaged in-floor power outlets [metal cover missing, sticking up, etc.].

o In-floor outlets with tape covering are acceptable.

Damaged carpet or tile sticking up from the floor.

Spills or puddles of liquid with no “wet floor” cone/sign present.

Other trip/fall hazards.

Extension cords which include power strips are only allowed to be used if they are out of the way and do not cause a risk of anyone tripping over them. An extension cord or power strip should only be neatly placed on a gondola, behind product shelving or completely out of any walkway that a customer may go. If you find an extension cord that is non-compliant, you must take a picture. Non-compliant pictures are below. The picture on the left shows an extension cord and the picture on the right shows an extension cord in a sleeve. Even if this was flat on the floor it is still not compliant.

Pictures: If you find any trip/fall or other hazards, take a picture of it and record the location.

*Auditors commonly forget to take pictures of Trip Fall Hazards. If you do not provide pictures for EACH issue found, your audit may be invalid and you may not be paid.

Helium Gas Cylinder(s)

Ask the Asset Protection person where the Helium Gas Cylinder(s) is/are in the store. Any Helium Gas Cylinder should be in the wall mounted storage device at all times, even when it is in use. The cylinder should be secured to the wall mounted storage device and touching the floor, as shown at right.

Small portable cylinders are not appropriate. If a cylinder is not in the wall mounted storage device it is not securely attached, so please take a picture and record a comment.

Fire Exits


The purpose of this audit is to verify that the store’s fire exits are not barred or

blocked by any obstructions.

First, verify with the store manager how many fire exits there are and where

they are located. The picture on the right is an example of a fire exit that is

compliant and not obstructed.

For each fire exit on the sales floor you will verify if there are any of the following obstructions:

o Metal security bar o Products or displays o Shopping carts o Ladders or rolling steps o Any other type of obstruction

Do not open any fire exits.


Fire Extinguishers

The purpose of this audit is to verify that all fire extinguishers are accessible, the inspection tags are current, the

gauges show the extinguishers are fully charged and they are securely mounted to a wall or column.

First, verify with the store manager how many fire extinguishers there are and where they are located.

Check the sales floor, warehouse and electrical room.

Typically, there are signs on the column where a fire extinguisher is attached.

For each fire extinguisher you find, you will check for the following:

o Verify that the fire extinguisher is accessible and free of obstructions (something that would prevent you from getting to a fire extinguisher).

o Take a picture of any fire extinguishers that are not accessible.

o Verify that the inspection tag is current (checked within the past 12 months). Example: for March 2012, the tag must be dated April 2011 or later.

o Verify that the fire extinguisher is fully charged. There is a gauge near the handle of the fire extinguisher that indicates whether or not it is fully charged.

o Verify that the fire extinguisher is securely mounted to a wall or column (not sitting on the floor).

o Record the location of any fire extinguisher that does not meet the required standards.

Warehouse Aisles

The purpose of this audit is to verify that all warehouse aisles remain open and accessible.

Walk through the warehouse aisles. Were all of the warehouse aisles open and accessible, and did they maintain a minimum of 36" of clear pathway?

Take a picture of any aisles that do not maintain the required 36” of clear pathway.

Recycling

PHOTO REQUIREMENTS FOR RECYCLING: A photo is required for all non-compliant scores. To demonstrate the absence of plastic bags, take a photo standing a few feet back that shows the area surrounding the kiosk.

In-store Recycling Program


The recycling program allows customers to bring consumer electronics into Best Buy locations for recycling. All

stores are required to have an in-store recycling program.

The purpose of this audit is to verify that all TVs and computer monitors are placed on pallets and shrink-

wrapped, and NOT placed in recycle boxes, called Gaylord boxes, or any other large cardboard boxes. All other

consumer electronics (VCRs, DVD players, stereos, radios, speakers, etc.) should be placed in Gaylord boxes.

Gaylord boxes should be located in the warehouse. Gaylord boxes should NOT be on the sales floor viewable

to customers. On the right is an example of a Gaylord box, which typically fits onto a standard pallet for

shipping. (Gaylord boxes are preferred, but an appliance box is acceptable.)

How to perform the audit:

Compactor

Verify that there were no trash bags or recycling materials around the compactor area and that the area is

tidy and maintained. If recycling materials are contained in a recycling container, the store is compliant.

Verify that the compactor door was not left open without the machine being in use.

You need to verify that the trash compactor doors, at the stores, are secured and locked. Please refer to the

photos below for an example of compliant locks on the trash compactor door.

COMPACTOR MAGNET: COMPACTOR CABLE-LOCK:

Gaylord boxes

Check to be sure TVs and monitors are on pallets, or grouped together nearby, and not in Gaylord boxes.

If there is only one, or a few, TVs or monitors on a pallet and not yet shrink wrapped, this is okay. TVs

and monitors are to be shrink-wrapped when they are ready for shipping.

The point is to check that these TVs and monitors are grouped together

and not elsewhere in the warehouse.

Check that any shrink-wrapped pallet has a recycle sticker affixed to it.

Check that at least one Gaylord box is in the warehouse.

Check that each Gaylord box is not overflowing and that all items are

contained below the top of the box so it can be easily closed. This

requirement is needed because Gaylord boxes are stacked on top of each

other for shipping.

Without digging into the box, confirm that there are no loose batteries

visible in each Gaylord box.

There should be no Gaylord boxes on the sales floor where customers can

see them. As examples, if a Gaylord box is found in the vestibule, by the AP

stand, at the Customer Service desk or at the Geek Squad desk, this would

count as an error.


Note the areas of the store where you see Gaylord boxes and electronic material collected for recycling.

Check to see if there are any containers filled with batteries that need recycling in the warehouse.

Batteries awaiting shipment should be stored in a box/tote that is labeled, "Batteries to be recycled. Hold

for Mosaic. Do not throw away."

Verify that the store has at least one Call2Recycle box located in the warehouse. If you cannot find a

Call2Recycle box, you must ask an employee to locate it for you.

Compliant NOT Compliant

(Monitors properly palletized with recycle sticker) (Gaylord box overflowing)

Recycling Kiosk You will need to check the recycling kiosk in the vestibule. Kiosks have three, five or eight slots (see photos below). They are used for recycling things such as: rechargeable batteries, ink and toner cartridges, gift cards, wires, cords and cables, CDs, DVDs and cases, remotes and controllers, and plastic bags.

You will need to check the following:

Was there a kiosk in the vestibule? If the kiosk is not in the vestibule, it is not compliant.

Were any of the three or eight slots in the front of the kiosk full or overflowing? If you are unsure, push

the door to each slot. If the door opens freely, the kiosk is compliant. If you cannot open the door due

to overflowing material inside the kiosk, it is not compliant.

Were there clear plastic battery bags available at the recycling kiosk for customers to put their batteries

in? If any plastic sealable bag is present, it is compliant. The bags do not have to be below the

batteries slot. The 8 slot kiosks have the bags on the sides of the kiosk. If there are not any bags

located at the recycling kiosk, please take a picture of the side slots of the kiosk where the bags should

be located.

The recycling kiosk should NOT be labeled to collect cell phones, and there should NOT be a separate

collection container nearby for the purpose of collecting cell phones. Cell phones can only be collected

at the Customer Service desk. Was the kiosk compliant?


The following locations should collect plastic bags for recycling in the recycling kiosk or in a separate container nearby: Tucson, Arizona; California; Connecticut; Delaware; Illinois; Ohio; New York; Philadelphia, PA; Puerto Rico; Rhode Island; Austin, Texas; Madison, Wisconsin

VISIT #2

Ad Set (Scanning Gun is required for this section)

PHOTO REQUIREMENTS FOR AD SET: PHOTO REQUIREMENTS FOR AD SET: Photos are required to illustrate the absence of signs and price tags, and that a posted priced doesn’t match the scanned price. To demonstrate this, please take a photo of the posted price, with the Telxon screen in the shot, showing the scanned price.

NOTE: WE DO NOT CONDUCT THE AD SET AUDIT IN THE APPLIANCES DEPARTMENT FOR THE STORES THAT HAVE A “PACIFIC SALES APPLIANCES” (PAC) DEPARTMENT. NOTE: EVEN IF THE STORE YOU ARE EVALUATING WAS NOT A PAC STORE BEFORE, IT MAY BE NOW. SEE YOUR DISPATCH INSTRUCTIONS SHEET TO DETERMINE IF YOU ARE IN A PAC STORE.

The Ad Set audit should be completed before 1 pm. The purpose of this audit is to check 30 items from the

current Best Buy Weekly Ad/Sunday flyer to verify that the correct price sign is posted and that the product is

available.

How to Perform the Ad Set Audit

Pick up a current Best Buy Weekly Ad/Sunday flier. This will generally be located near the entrance of the store in a kiosk or stand. (Note: It is recommended that you go online and see if your store posts their ad online, so you can identify ahead of time the items you want to check before going to the store.) Identify EVERY item from the front page and back page of the ad. Then select additional items from the inside pages until you have selected a total of 30 products (including items from the front and back page). Circle your 30 selections on the ad with a pen. You should select a variety of items from throughout the ad from different departments (e.g. they should not all be items from the Digital Imaging department). You can choose multiple items on one page or skip a page, but be sure you flip through each page in the ad. There are certain items that you can NOT select for this audit; refer to “Checking Products” below.

Start with the first product you’ve selected:

Go to the department where you would logically find the product. For example, if you select a camera, go to the Digital Imaging department.

If you select more than one product from the same department, be sure to check them all while you are in the department. This will save time.

Using the ad information, look around the department until you find the selected advertised product(s). You must first try to find the product on your own. If you can’t find the product, you must ask a Best

Buy employee for assistance instead of assuming that the product is missing. If item still cannot be located, you must take a photograph of the area the item would normally be

found based on product type and brand name. If it is a grab-and-go item, you must enter the SKU from the ad to check the AOH and record it on your survey.


Record the required information on the survey form for each of the products (refer to the “Information to Record” section).

One of the items you’ll be recording is the SKU number (see circled number in the picture at right). A SKU is a 7 digit number that identifies a product and is noted in the product description in the ad.

Any product code that includes letters and numbers is NOT a valid SKU. Move on to the next product and continue until you’ve checked all 30 products.

Checking Products

Do NOT check the following products: Any item where a footnote is indicated (a number appears after the item name in the ad) and states

that the item is not available in all stores. Any item where a footnote in the ad indicates it will not be available on the day you are performing

the audit. Any items that have Correction Notices posted. Apple products, even if they are on the front or back page of the ad.

Desktop Computers, even if they appear on the front or back page.

CDs and/or DVDs, even if they appear on the front or back page.

Gaming Department (Check video game software titles ONLY): When looking for a video game, be sure to check end caps. Video game titles featured in the ad

are often found on a platform-specific end cap. For example, some stores have an end cap with just Nintendo Wii titles.

If you don’t find a selected video game title on an end cap, you must look for the title in the appropriate inline section. (“Inline sections” are where all games are organized alphabetically by platform).

Information to Record

For each of the 30 products, you will record the following information on the Ad Set Worksheet:

Item name, SKU #, department, page # in the current weekly ad/Sunday flier and advertised price.

Did you find an As Advertised or Sale sign for the selected product?

Did you find a price tag for the item?

Use the scanning gun to scan the bar code. Did the posted price match the scanned price? (only answer if price tag was found)

Was the posted price higher or lower than the scanned price? (only answer if price differed)

Was there product stock available for customers to take? (only applies to grab-and-go products; select N/A if NOT grab-and-go) Grab-and-go items are typically smaller products that consumers can pick up themselves and take with them without assistance. Items that are not grab and go include cameras (they are locked up), laptops, and larger TVs.

If No, was there empty peg or shelf space for the product to be stocked? (If the store put other types of products in the space where the advertised product should go once it is back in stock, this is NOT compliant. The space must be left empty if the advertised product is out of stock so customers can clearly see that the product is currently out of stock.)

AOH (Available On Hand)—(only answer if product stock is not available for grab-and-go items; scan the SKU tag using the Telxon gun and record the AOH number that appears on the screen). After you are logged in, you should be at the Home Menu screen and will need to enter the scanning system as follows (see the Replenishment section for Telxon screen images):

1. Click Inventory Integrity Menu

2. Click Lookup SKU/Price

3. Scan the barcode by pressing the trigger of the scanning gun and steadying the red laser line at a 45 to 90 degree angle on the barcode located on the price sign.


4. Information about the scanned product, including the AOH, should appear on the Lookup SKU/Price Details screen.

Pricing Accuracy (Scanning Gun is required for this section)

PHOTO REQUIREMENTS FOR PRICING: No photos are required.

NOTE: WE DO NOT CONDUCT THE PRICING ACCURACY AUDIT IN THE APPLIANCES DEPARTMENT FOR THE STORES THAT HAVE A “PACIFIC SALES APPLIANCES” PAC DEPARTMENT. NOTE: EVEN IF THE STORE YOU ARE EVALUATING WAS NOT A PACSTORE BEFORE, IT MAY BE NOW. SEE YOUR DISPATCH INSTRUCTIONS SHEET TO DETERMINE IF YOU ARE IN A PAC STORE.

The Pricing Accuracy audit should be completed before 1pm. The purpose of this audit is to verify that posted

prices and scanned prices are exactly the same. Below is an example of a price tag. The barcode is in the

lower right corner.

How to Perform the Pricing Accuracy Audit

Take a methodical approach to scanning pegs; make sure you are going up and down getting a good mix of items in each department.

Scan one area or department at a time (refer to “How to Scan” below).

Randomly select and scan 50 price signs for different SKUs in each of the designated

areas/departments (refer to “What to Scan and What Not to Scan” section below).

IT IS IMPORTANT to scan EXACTLY 50 items in EACH department (450 total scans) to successfully complete the “Pricing Accuracy” section. If you do not scan 50 items in each department, you will be required to go back to the store and scan the proper amount. Use the “Pricing Accuracy” worksheet that is included with your survey to help you keep track of how many you have scanned. You may also want to use a people counter/clicker to keep track of the number of items scanned.

Keep track of and record the number of items for which scanned prices were lower than the sign price or higher than the sign price (refer to “Identifying Incorrect Prices” below).

Keep track of and record the number of items that had missing prices (refer to “Missing Prices” below).

After completing an area, click the “Complete Audit” button on the scanning gun, then the OK button. The system will create a sign batch with any corrected price signs.

The sign batch will need to be printed and you will need to pick up the printed signs and give them to the store manager (refer to “Printing the Sign Batch” below).


Departments/Areas to Check: o Appliances NOTE: NOT CONDUCTED IN STORES THAT HAVE A “PACIFIC SALES

APPLIANCES” DEPARTMENT AS NOTED ABOVE. o Computers – Do NOT scan any Apple products o Digital Imaging o Home Theater Audio/Video o Car Electronics – Do NOT scan any Apple products o Best Buy Mobile – Do NOT scan any Apple products o MP3 Players– Do NOT scan any Apple products o Checkout/Racetrack o Gaming – the 50 randomly selected items should be composed of 20 video game software

titles, 20 computer software titles and 10 gaming accessories. See “Gaming and Computer Software Game Department Pricing Accuracy Instructions” section below before auditing this department.

How to Scan You will need to log into the scanning gun using “vendor” for the ID and the password identified in the Monthly Updates section of your Dispatch Assignment Sheet. After you are logged in, you should be at the Home Menu screen (if the Home Menu screen doesn’t load, CLICK “Home” at the top of the screen) and you will need to enter the Price Audit scanning system as follows:

Home Menu 1. CLICK Sign Menu

Welcome to Mobile Store UI 2. Enter Store Number,

CLICK Sign In

Sign Menu 3. CLICK Price Audit

IMPORTANT NOTE: Make sure to select “Price Audit” NOT the “Sign Audit” screen on the Telxon scanning gun. Selecting Sign Audit may result in incorrect data.

You are now ready to scan the 50 selected price barcodes. Pick an area/department in which to begin your Pricing Accuracy audit. Scan the price signs by pressing the trigger of the scanning gun while steadying the red laser line at a 45 to 90 degree angle on the barcode located on the price sign. Randomly check 50 price signs in each area/department. Get a good random sampling of products in each area. Scan at least one item in each 4-ft section of merchandise, end cap, and/or free-standing display. The few items that you should not


check are noted in the “What to Scan and What Not to Scan” section below.

Identifying Incorrect Prices

After scanning a barcode, the product price appears on the scanning gun screen. If the price is correct, the

screen will say “Sign data is correct” (see Example A).

If the price is incorrect, the screen will say “Sign data is incorrect” (see Example B). The Telxon will also identify

any change in the sign including wording or description, so you must confirm the price on the gun’s screen and

the price sign are different. Use the work boxes on the Pricing Accuracy Worksheet to keep track of and record

the number of items for which scanned prices were lower than the sign price or higher than the sign price.

After checking every department or area, click the Complete Audit button (see Example B). Video Clip 2 This

will create a sign batch with new corrected signs. Click the OK button (see Example C) to exit.

The sign batch will be in the store’s computer and will need to be printed (refer to Printing the Sign Batch below).

Note: If you inadvertently scan more than 50 price signs in one area, only count the errors that you found when scanning the first 50 signs. If you realize that you didn’t scan 50 price signs, access the Price Audit screen again and scan the remaining price signs to total 50.

Missing Prices

In addition to checking prices on 50 randomly selected items, you will also be identifying and

counting missing price signs. If you find a missing price sign it will count toward the total # of

items checked in the area/department. As you check each area/department, please follow

these “missing price sign” rules:

Do not search for every missing price sign in the store. The purpose of this audit is to randomly check pricing accuracy, not to find every missing price sign. If you happen to find a missing price sign during the audit, count it as an error, but your main objective

Example A

Correct Price

Example B Incorrect Price Scan

Example C Sign Audit Complete

Note: If the price is incorrect, the scanning gun makes a distinctive, longer “beep” sound. Initially the scanning gun will “beep” as if the price is correct but approximately 1-2 seconds after that the gun will “freeze” momentarily and make the distinctive longer “beep”. This is your cue to compare the price on the gun’s screen and the price on the sign.



is to randomly select products.

Pegs are not always labeled. When multiple pegs of the same product are merchandised vertically (up and down), only the top peg needs to be labeled. Video Clip 3

If you find pegs which contain different products, you should record it as one "missing price" error.

If the top peg is empty, please verify that the product on the pegs below match the label on the top peg and record as follows: Video Clip 4

Product on bottom peg matches label = no error Product and label do not match = one "missing price" error Do not spend a lot of time trying to determine if a product on an unlabeled peg matches the

labeled peg above it. If it’s not readily apparent, please give the store the benefit of the doubt and do not count it as an error.

When the same product is on pegs side by side, then both of the pegs need to be signed. Video Clip 5

Each product facing located on a shelf needs a price sign. Video Clip 6

Exception: Separate price signs for each facing are not required for an end cap shelf. There only needs to be one price sign per unique SKU on an end cap display shelf. Video Clip 7

What to Scan What NOT to Scan

Only scan the same SKU once in each area or department

Factory-sealed items (not open items)

Any Apple products

The ink and paper section

Products that are not readily accessible to an average customer

Products that are not in a shoppable area

Open Items

Products in overstock areas. There may be overstock signs posted in these sections (but there will not always be signs); if you come across an area in the store where there are no prices posted throughout a 4-ft section, you should assume that this is an overstock area

Items with special discount signs posted in the area. The original prices would still be posted but the scanning gun would display the prices after the discount. (IMPORTANT NOTE: If a section in question has no special discount signs, then this section may be checked. If an employee sees you checking it and tells you about a special sale, point out that the lack of special discount signs leaves the section open for audit)







Important Information

Rebates – If you find a price sign for a product with an instant rebate, the scanned price should reflect the price after the rebate.

Invalid bar codes – If the scanning gun screen shows that an “invalid bar code” was scanned, scan the price sign again. An “invalid bar code” message usually means that the gun didn’t scan the entire barcode. If you continue to get the “invalid bar code” message, do not count it as an error or include it as one of the 50 price signs checked. Move onto the next price sign. However, you should note this on your Summary Leave Behind and share with the Store Manager that there were issues with the scanning gun.

If you inadvertently scan more than 50 price signs in one area/department, only count the errors that you found when scanning the first 50 price signs.

Gaming and PC Software Game Department Pricing Accuracy Instructions You should NOT scan any CDs or DVDs. The 50 randomly selected items should be composed of: 20 video game titles, 20 PC gaming software titles, and 10 accessories (such as video game controllers).

Important Notes Specific to PC Gaming Software:

The process for checking prices for gaming software is different than other gaming items.

1. Access the Inventory Integrity menu on the Telxon.

2. Scan the UPC code on individual packages and compare to the price on the Telxon.

3. If a scanned price is lower than the sticker or sign price, you must check for a sale sign.

4. If the item is on sale you must scan the SKU/fact tag and compare it to the Telxon price. If there is a

sale sign in the same 4 ft. section and the scanned price matches the sale sign price, then there is no

error.

5. Games with pricing errors should be given to the manager.

6. There will be no sign batch for PC Software Games

Important Notes Specific to Video Gaming: Video game titles titles should have a shelf tag or divider card within the same 4-ft. section with the

price. Video game titles do not have to be individually priced if the price is posted on the divider cards. Only scan divider cards that have video game titles directly in front of them. Do not check “Value Software” titles.

Printing the Sign Batch

1. The sign batch will be in the store’s computer and will need to be printed. 2. Find the computer associated with the sign printer (typically it will be in the warehouse) and press

SHIFT + CTRL + ZZ (hold SHIFT and CTRL, and then hit the Z key twice) to open the ETK Log In dialog.




4. Once logged into the ETK, you will see the Vendor Home Page. Click on the Sign Ordering System link.

5. Enter the store number of the store you are in (found on your Dispatch Assignment Sheet) and press Enter.

6. From the Sign System, click on Vendor Price Audit and check each box as appropriate 7. Click Print Selected. 8. Retrieve the printed signs from the store’s sign printer (this is different than the standard printer

where Down Stocking Reports are printed).


9. Give the new price signs to the store manager. You should never put new price signs on products on the floor. Total how many of each error type were found before sharing your findings with a manager.

Correction Notices

PHOTO REQUIREMENTS FOR CORRECTION NOTICES: Photos are required for all non-compliant scores. For each missing Correction Notice, take a photo of the area where the Correction Notice should have been posted.

NOTE: WE DO NOT CONDUCT THE CORRECTION NOTICES AUDIT IN THE APPLIANCES DEPARTMENT FOR THE STORES THAT HAVE A “PACIFIC SALES APPLIANCES” (PAC) DEPARTMENT. NOTE: EVEN IF THE STORE YOU ARE EVALUATING WAS NOT A PAC STORE BEFORE, IT MAY BE NOW. SEE YOUR DISPATCH INSTRUCTIONS SHEET TO DETERMINE IF YOU ARE IN A PAC STORE.

The purpose of this audit is to verify that the store has posted Correction Notices near products on the shelf in

order to inform customers of a correction to the Best Buy weekly ad. These are notices that Best Buy must post

every week for any incorrect information in the weekly ad. The Correction Notices can be accessed through a

customer kiosk or a store computer from the Vendor Home page.

Find any customer kiosk

Press SHIFT + CTRL + ZZ (hold SHIFT and CTRL and then hit

the Z key twice). Login to “Employee Toolkit (ETK)” using your Telxon user ID

(Vendor) and password (this changes each month and will be on your Monthly Updates form for the current month).

Select the Correction Notices link on the left hand side of the screen.

You will see a list of recent Correction Notices; however, you only need to investigate those from the current week (starting on Sunday). Select and print the recent notices.

On the printed Correction Notices page, note the page # of the ad featuring the item; if you do not find the Correction Notice posted near the advertised product, you will need to record on the survey the page # and SKU # or a brief description of the item.

NOTE: If the store does not carry a particular product, the store does not have to have the correction notice posted. ONLY check for notices that don’t have a note excluding the store's state or specific location. For all others, if the correction notice is not found you should score No, regardless any explanation that is provided to you. You may explain to the managers that they can request a scoring correction after the audit posts to the reporting site. Corrections related to non-products (e.g. a financing offer) should be posted at the front of the store near the Customer Information Board.

Reference the ad to track down the departments where the Correction Notices should be posted.

If there are no current Correction Notices for the current week, then continue on to the next audit segment.

Puerto Rico only: Some Correction Notices are specifically for Best Buy stores in Puerto Rico. If you are checking a PR store, make sure to check for these additional Correction Notices.

Note: You MUST check for Correction Notices by using the store’s computer; asking a manager if there are any corrections is not sufficient.


VISIT #3

Replenishment

PHOTO REQUIREMENTS FOR REPLENISHMENT: You are required to scan and upload each page of the down stocking report for each department as documentation. The images must be clear enough so that report details can be easily read.

NOTE: WE DO NOT CONDUCT THE REPLENISHMENT AUDIT IN THE APPLIANCES DEPARTMENT FOR THE STORES THAT HAVE A “PACIFIC SALES APPLIANCES” (PAC) DEPARTMENT. NOTE: EVEN IF THE STORE YOU ARE EVALUATING WAS NOT A PAC STORE BEFORE, IT MAY BE NOW. SEE YOUR DISPATCH INSTRUCTIONS SHEET TO DETERMINE IF YOU ARE IN A PAC STORE.

The purpose of this audit is to ensure that products are replenished regularly and are available for customers.

Before starting the Replenishment audit you must:

Confirm that the store’s printer is working properly. You will be printing out Down Stocking Reports for

each area scanned.

Ask the store manager or a store employee to show you where the printer is and verify that the printer is

working properly by asking a store employee to print something.

If the printer is not working, do not perform the Replenishment audit. Follow the guidelines in the Technical

Issues and Help Desk Ticket section in the Auditor Guidelines section for more details. You will visit the following departments/areas to perform this audit:

o Appliances NOTE: NOT CONDUCTED IN STORES THAT HAVE A “PACIFIC SALES APPLIANCES” DEPARTMENT AS NOTED ABOVE.

o Computers o Digital Imaging o Home Theater Audio/Video o Car Electronics o Best Buy Mobile o MP3 Players o Gaming o Checkout/Racetrack

How to perform the Replenishment Audit

Scan one area or department at a time.

In each department, you will identify 20 empty (but labeled) peg hooks or shelf spaces. (Please refer to the “What to Scan/What not to Scan” grid below prior to and while performing this audit.) If there are less than 20, you will simply check all the empty peg hooks or shelf spaces, up to 20. NOTE: On the very rare occasion that there are no empty pegs or shelf spaces that could be scanned in a single area/department, please indicate this in the comment section of the survey.

Access the Inventory Integrity Menu on the Telxon gun. After locating an empty peg hook or shelf space that does not have any stock available, scan the barcode located on the price sign. Video Clip 8

For every empty peg hook and shelf space you scan, you must look for an ‘M’ (alone or in combination with any other letters) on the bottom right corner of any SKU tag (shown at right). If the SKU tag does contain an ‘M’, write this SKU number down on scratch paper as you will need to refer to these ‘M’ SKU numbers after printing the Down Stocking Report.



Immediately after completing each area you must print and retrieve the Down Stocking Report from the printer (refer to “Printing the Down Stocking Report” later in this section).

Immediately note on the Down Stocking Report which SKU tags had an ‘M’. (Create a column titled ‘M’ to the far right of the page, then note an ‘M’ for any SKU that had an ‘M’ on the tag.)

When you finish the Replenishment Audit in all of the departments, you will need to use the data from the Down Stocking Report to calculate the number of errors in each department. When filling out your online survey form at home, you will need to report the number of errors in each department. (See the “Calculating Errors Using the Replenishment Report” section below.)

Scanning Directions

The same empty product SKU facing on a peg or shelf space should only be scanned once within a 4 ft. area regardless of whether they are in different adjacent 4-ft. sections (see Example A). Video Clip 9

If you find the same SKU in more than one location in different areas of the store (more than 4 ft. apart) you should scan each of the empty labeled pegs or shelf spaces.

If a SKU is located on multiple pegs/shelf spaces within 4 ft. of each other and at least one of the pegs/shelf spaces has product, do not scan the empty peg/shelf space (see Example B).

However, if a SKU is located on multiple pegs/shelf spaces within 4 ft. of each other and neither peg/shelf space has product, then only scan one of these two empty pegs/shelf spaces for the same SKU.

If there is a sign in a section directing you to check a product out a product at the end of an aisle, you should look for that product on the end cap. If the product is not in stock on the end cap, then it should be scanned as an empty peg/shelf space.

Checkout/Racetrack: If a product on display is found in the racetrack (the main

aisle around the inner-perimeter of most stores), it should only be scanned as a

part of the Checkout / Racetrack area and only if there is no available stock for customers. Scan the checkout

lanes and racetrack displays after the other department areas have been completed.

What to Scan? What not to Scan?

Empty peg hooks or shelf spaces for “grab and go” products. (Grab-and-go items are typically smaller products that consumers can pick up themselves and take with them without assistance. Items that are NOT grab and go include cameras (they are locked up), laptops, and larger TVs.)

Products in display cases, that are locked up, and/or otherwise not readily accessible to an average customer (e.g. because they are too large or unreachable, etc.).

End caps in the area where featured products are sold. For example, if there is an end cap featuring MP3 accessories, scan it as part of the MP3 Players department if there is no available stock on the end cap display.

Large items that are not “grab and go”, such as big

screen TVs, refrigerators, washers/dryers, etc. or items

that are not readily accessible to a customer.

Clearance and closeout pegs or shelf spaces. Do NOT scan Open Items or floor samples. Do NOT

scan empty pegs or shelf spaces for any Apple

products.

Products in overstock areas, which are areas that may be out of reach. There may be overstock signs posted in these sections (but there will not always be signs); if you come across an area in the store where there are no prices posted throughout a 4-ft section, you should assume that this is an overstock area.

Example A

Example B



Items to Scan and Not Scan by Department/Area

Following is a list of specific items by department that should be scanned and not scanned for the

Replenishment Audit. Please refer to this list as you are checking each department.

Department/Area SCAN DO NOT SCAN

Appliances

• air conditioners • appliance accessories (may be on an

end cap) • carpet steamers • electric shavers / shaver

accessories • floor care accessories (steam cleaner

solutions, vacuum cleaner bags, vacuum cleaner belts, etc.)

• gourmet foods • humidifiers • kitchen gadgets (can

openers, corkscrews, cutlery, ice cream scoops, measuring

cups / spoons, mini-clips, pizza wheels, spatulas, tongs,

etc.) • microwave ovens (not over-the-range units) • small

appliances (air purifiers, blenders, coffee makers, Crock

Pots, electric can openers, irons, garbage disposals, grills,

space heaters, toasters, etc.) • vacuum cleaners

• major appliances

(dishwashers, dryers,

freezers, over-the-range

microwave ovens, ranges,

refrigerators, washing

machines, etc.).

Remember, stores do not

have the space to keep

these large items in stock.

Computers • blank media (CD-Rs, CD-RWs, DVD-Rs, DVD-RWs, video

tapes, etc.) • bags / briefcases • cables • calculators •

computer accessories (battery back-ups, cable ties, card

readers, cooling systems, dock wedges, fans, dust covers,

Ethernet switches, keyboards, mice, monitor stands, mouse

pads, networking, PCI adaptors, power supplies, routers,

screen filters, signal boosters, sound cards, speakers, tool

kits, USB hubs, video cards, work stations, wrist pads, etc.)

• computer drives (CD, CD-ROM, DVD, DVD-ROM, hard

drives, etc.) • electronic devices (dictionaries, organizers,

translators, etc.) • joysticks / steering wheels (for computer

games) • label systems • modems (cable / wireless) •

monitors • notebook computer accessories (cases, docking

stations, etc.) • paper • paper shredders • pens / pencils •

web cams • printers • printer ink cartridges • rechargeable

batteries • scanners • voice recorders (digital / tape)

• desktop computers •

laptop (notebook)

computers • office furniture

(chairs, desks, etc.)

Digital Imaging

• binoculars • camcorder batteries • camcorder tapes (blank)

• digital camera accessories (adaptors, camera bags,

thumb/flash drives, rechargeable batteries, etc.) • digital

frames • film • memory (compact flash, memory sticks, etc.)

• picture frames • photo albums • photo printers • printer

docks • tripods (camera / camcorder)

• digital camcorders • digital

cameras

Home Theater –

Audio and Video

• audio accessories (audio antennas, CD cleaners / scratch

fix kits, speaker mounts / stands, etc.) • audio systems •

boomboxes • cables • CD players / CD recorders • clock

radios • headphones • Home Theater In-a-Box • Karaoke

machines • Karaoke accessories (microphones, stands,

starter kits, etc.) • keyboard accessories (covers, foot

pedals, power adaptors, etc.) • microphones • personal

portables (Discman) • portable audio accessories (car

adaptors, car mounts, portable speakers, power adaptors,

wireless links, etc.) • receivers • turntables • surge

protectors • DVD players / recorders • HDTVs (27” and

smaller) • integrated multi-switch • portable DVD players •

remote controls • rechargeable batteries • satellite dishes /

systems • satellite accessories • surge protectors • video

accessories (TV mounts, video antennas, etc.)

• BOSE Lifestyle displays •

home theater components

(speakers, subwoofers, etc.)

in speaker rooms connected

to a TV and/or touch panels

• home theater components

(speakers, subwoofers, etc.)

in aisle displays connected

to a TV and/or touch panels

• Magnolia Home Theater or

Magnolia Design Center •

non-audio items (cameras,

monitors, TVs, remotes,

etc.) displayed on audio end

caps • digital cable / satellite

self-install kits • digital cable

/ satellite “welcome” kits •


entertainment furniture

(armoires, entertainment

centers, TV stands, etc.) •

HDTVs (30” and larger) •

LCD TVs • plasma TVs •

projection TVs • musical

instruments (amps, drums,

guitars, key boards, etc.)

Gaming

• blank media (CD-Rs, CD-RWs, DVD-Rs, DVD-RWs, etc.) •

media accessories (carrying cases, storage racks, etc.) •

toys (Robosapien, handheld video games, etc.) • video

game accessories (controllers, dance pads, joysticks,

steering wheels, etc.) • video game consoles (Xbox,

PlayStation 2, etc.)

• books • CDs • computers

software • DVDs •

magazines

Car Electronics

• GPS / navigation accessories (cigarette adaptors,

mounting brackets, etc.) • mobile audio accessories (amp

kits / fuses, battery terminals, capacitors, cassette adaptors,

exhaust tips, grounding kits, license plate frame kits,

mounting kits, power inverters, speaker kits, speaker saver

caps, trim rings, wiring harnesses, etc.) • neon products

(under car kits, tubes, tire lights, bulbs, etc.) • radar detector

accessories • satellite radio accessories • video / DVD “In a

Bag” accessories (monitors, batteries, kits, etc.)

• amps • CD changers •

decks • GPS / navigation

units • items in the mobile

install bay • mobile video

monitors • radar detectors •

satellite radio receivers •

scanners • speakers •

subwoofers • video / DVD

“In a Bag” units

Best Buy Mobile

• cellular telephone accessories (adaptors, batteries, bling

stones, car cords, cases, chargers, clips [belt, car mount,

swivel, etc.], ear pieces, headsets, holsters, “tattoos,” etc.) •

pre-paid cellular phones

• cellular phones •

answering machines •

telephones (cordless /

corded) • telephone

accessories • 2-way radios

MP3 • MP3 / iPod accessories • MP3 / iPod docks • MP3 players

Checkout /

Racetrack

non-media items at checkout lanes or on racetrack displays

• batteries on battery rack • candy/snack items

• gift cards • pre-paid phone

cards • media titles (CDs,

computer software, DVDs,

video games) • soda

Telxon – Scanning Gun Instructions

You will use the Telxon to scan the barcodes located on the price signs for those products that do not have any

stock available (empty shelf spaces and empty pegs).

After you are logged in, you should be at the Home Menu screen and will need to enter the scanning system as

follows:

1. Click Inventory Integrity Menu (Option #3)

2. Enter store number; location name will populate

3. Click Lookup SKU/Price (Option # 2)

4. Scan the barcode for the first empty peg or shelf space by pressing the trigger of the scanning gun and steadying the red laser line at a 45 to 90 degree angle on the barcode located on the price sign. Video

Clip 8. Information about the scanned product should appear on the Lookup SKU/Price Details screen (see Example 3).

Note: If you were unable to successfully scan the barcode for an empty peg / shelf space, you will need

to manually enter the SKU # for the product into the scanning gun as follows (see Example 3a):

a. CLICK in the SKU/UPC box and use the numeric keypad to enter the SKU #

b. CLICK the Find button next to the SKU/UPC box

c. Information about the scanned product should appear on the Lookup SKU/Price Details screen

d. Continue to step 4




5. Click the Down Stock button to access the next screen (see Example 3)

6. Click in the Quantity box and enter the number “1” (see Example 4)

7. Click Apply

8. Repeat this process until you’ve scanned 20 empty peg hooks or shelf spaces

9. Click Next

Example 3

Lookup SKU/Price Details Menu

Click the Down Stock button to

access the Down Stock screen

Example 3a

Note: for manual entry of SKU #,

use the keypad to enter the #

and click Find

Example 4

Down Stock Screen

Printing the Down Stocking Report

You will need to print a separate Down Stocking Report for each of the areas.

After you finish scanning all of the appropriate empty pegs and shelf spaces

within each area/department of the store, you must print the Down Stocking

Report from the scanning gun. This must be done for each department as

soon as you complete the scanning. You cannot continue to the next area

without sending that department’s information to be printed and retrieving the

printout.

Important Note: Before attempting to print, you should know where the printer

is (usually located in the back room), that it is functioning

properly and it is readily accessible. If not, see the store

manager or merchandising supervisor.

1. Click Done

2. The Down Stocking Report will print on the store’s printer

The scanning gun will return to the Inventory Integrity Menu and you will need

to re-access the Lookup SKU/Price screen for the next area’s scanning audit.

Retrieve the Down Stocking Report immediately after sending the report to

print and immediately write the department name on each page of the report.

***DO NOT FORGET to write the department name on EACH PAGE of the

Down Stocking Report BEFORE moving on to scanning the next department.

If you forget, it will be very difficult to determine which results are for which department, and you must be able to

accurately report the number of errors found in each department. If you upload a report that does not clearly


show the department name at the top of each page, you may be asked to return to the store and re-conduct the

Replenishment Audit.***

NOTE: Please ask the manager during your Summary Leave Behind discussion to make a copy of the

Down Stocking Reports to keep for the store. You will need to keep the original Down Stocking Reports

to enter your results online and upload the reports.

Calculating Errors Using the Replenishment Report

1. The list of SKUs scanned will appear twice on the report. Cross out the second list of SKUs that appear in the ‘Inventory Manager Completes Bottom Half and Keys IA section’.

2. Note on each Down Stocking Report which SKU tags had an ‘M’. (Create a column titled ‘M’ to the far right of the page, then note an ‘M’ for any SKU that had an ‘M’ on the tag.)

3. Look in the AOH column of the report and circle the AOH number for SKUs that had an ‘M’ AND have an AOH of less than 5. These DO NOT represent errors. (See sample report below).

4. Look in the AOH column of the report and circle the AOH number for SKUs that have a zero (0) in the AOH column. These also DO NOT represent errors.

5. Total the number of errors in each department. (This should be the total items listed on the report minus those that had an AOH of (0) and all items that had an ‘M’ AND an AOH of less than 5.)

6. When filling out your online survey form at home, you will need to report the total number of errors in each department.


Gaming

PHOTO REQUIREMENTS FOR GAMING: Photos are required for all non-compliant scores. To illustrate Gaming Organization errors, arrange the games as necessary to illustrate errors. You may illustrate multiple errors in each photo. Photos are required for functionality errors that can be visibly documented (e.g. blank TV/monitor screen, unlit gaming system, damaged controllers, etc.)

Video Game Organization

The purpose of this audit is to verify that video game titles are correctly

alphabetized and filed. You will only be evaluating TWO 4 foot sections in

the Video Games area. An example of a 4 foot section is shown at right.

Overview of How to Perform the Video Game Organization Audit You will visit the Gaming department and, for video games only, you

will check 2 non-consecutive four foot sections in 2 different video game platforms. (i.e. one section for Xbox, one section for PlayStation. DO NOT scan two sections within the same game platform).

For each 4-ft. section you will record the first and last title in each section. You will check that the video games are arranged correctly. You will record what type and how many errors you find in each section checked. If you find errors during this audit, do not correctly re-file the titles. Leave all merchandise as you found

it.

It is VERY IMPORTANT that you perform these checks with a high level of detail for each and every row.

General Information for Video Game Organization

Some 4-ft. sections in gaming may contain more than one video game platform which is okay.

Do not check any items that you may find on base decks or on the floor. Base decks are deeper shelves at the very base of a unit, as shown in the photo at right. Video Clip 9a

Do not check rows labeled new releases/hot items. These are often merchandised on the top row.

Video Game Labels and Divider Cards: The titles/price labels for video games are usually

indicated on labels attached to the divider cards. With the exception of certain states, video game titles are not usually individually labeled with titles/price labels.

However, some stores may not have ANY divider cards in the Video Game section. Instead, the prices are on stickers attached to each video game. If you find this, it is acceptable. If there are no divider cards in the section, simply check for alphabetical errors.

Alphabetizing – Please remember that a blank space in a title is just that, a blank space. Please ignore the blank space when alphabetizing. Following are examples of how to alphabetize various title formats: Call of Duty – CALLOFDUTY Call of Duty 4 – CALLOFDUTYFOUR (If a title includes a numeral, the numeral should be spelled

out and then alphabetized accordingly.) Call of Duty Modern Warfare – CALLOFDUTYMODERNWARFARE

How to Check Video Game Organization You must choose any 2 non-consecutive 4-foot sections in the gaming area to check. Video game titles are supposed to be merchandised alphabetically back to front in each pocket, top to bottom, left to right in 4-ft. sections. Video Clip 10 If a store has video game titles merchandised like DVDs (left to right, top to bottom), please check them in the order that the store has them arranged. Please indicate the different arrangement in the comments section of your online survey form. Video game titles are filed by game title and game platform.

http://videos.bestmark.com/training/auditing/VideoClip_9a.m4v



Randomly select two non-consecutive 4-ft. sections from these video game platforms:

XBOX 360 XBOX Kinect PlayStation 3 (PS3) PS3 Move Wii

Nintendo DS Nintendo 3DS (3D version) PlayStation Vita

Possible Errors

There are two types of possible errors in video games - divider card errors and alphabetical errors. Check each

section twice, once for each error type and record how many errors were found for each type of error listed on

the survey.

Note: You may see products other than video game titles (i.e. memory cards) merchandised among the games.

These products may or may not have their own divider cards. Do not look at divider cards for these other

products when checking video game titles.

Divider Card Errors: Each video game title that is not in front of the correct divider card is an error. (If there are multiple

copies of the same title in front of the wrong divider card, each title only counts as one error; do not count each copy as an error.) Video Clip 11

Blank divider cards: each unique title in front of a blank divider card should be counted as an error. If you find multiple blank divider cards consecutively, they should only be counted as 1 error. Video

12 NOTE: Blank or alphabetized divider cards at the back of a row are not considered an error; stores use this area to store cards for later use. However, if you find blank divider cards, or cards with no product between them throughout the row, this is an error. Video Clip12a

Missing divider cards: video game titles in the back of a pocket without a divider card behind them are only errors if they don’t match the label in the front of the preceding pocket. For example, if there are 5 identical games with no divider card behind them, but the front of the preceding pocket also contains that same game and a divider card, then the 5 games are not errors. Video Clip 13

Incorrect game platform: If there are video game titles filed under the incorrect game platform, each unique title is an error. For example, if you find PlayStation 3 game titles filed in the pockets for XBOX, then each unique PlayStation 3 game title that you find is an error. Video Clip 14

Alphabetical Errors:

Disregard any divider cards that do not have video game titles directly in front of them. These divider cards are allowed to be out of alphabetical order.

Every divider card that is out of alphabetical order is an error.

If labels for video game titles are inconsistent between manufacturers/game titles, it is acceptable to file games based on the manufacturer, title or an abbreviated version of the title.

Frequently Asked Questions

Q: Should I correct all of the mistakes that I find?

A: No. Do not correct any mistakes. If the store wishes, you may pull any misfiles

from the shelves and place them on the base deck. (Ask the manager during your

initial discussion.)

Q: When checking video game organization, should I make sure that a section

contains errors before selecting it?

A: No. Randomly choose each 4-ft. section (within the designated categories) and

record your findings.

Q: If I find a group of seven divider cards without video games in front of them, should

I verify that all of the divider cards are in alphabetical order?

A: No. You only need to check divider cards that have product directly in front of them.




http://videos.bestmark.com/training/auditing/VideoClip_12a.m4v




Video Gaming Functionality

The purpose of this audit is to ensure that video gaming interactives and demos are functional (powered and

responding). When checking for functionality, you will need to look for both inline and end cap gaming

interactives and demos including:

XBOX 360

XBOX Kinect PlayStation 3 (PS3) PS3 Move Wii Nintendo DS Nintendo 3DS (3D version) Gaming Interactives Gaming interactives are video game systems set up in the store so that customers can try featured games. They include controllers and they may or may not have sound. These displays should be powered, and when the buttons on the game controllers are pressed, the unit should respond accordingly. For displays with two controllers, be sure to check that both controllers are functional.

If the game is paused press “start” on the controller. If the words “No signal” or “Component” appear on the screen, then the unit is not functional.

Gaming Demos Gaming Demos are non-interactive displays that do not include controllers and are playing a featured game loop. To be considered functional, the TVs should be:

Powered on Playing content that reflects the featured system/game

Nintendo DS/3DS To be considered functional, the units must be:

Powered on and responsive If the screens are blank, press the start button to wake them up. If they

do not power, score No The TV, if present, should be playing a demo loop

Presale Endcap The Presale Endcap is a kiosk where customers can pre-purchase video game systems and games. To be functional, a video should be playing on the display and the screen should respond to touch.

Functionality

PHOTO REQUIREMENTS FOR FUNCTIONALITY: Photos are required for all non-compliant scores that can be visually documented (e.g. a blank screen, non-functional message on a screen, visible damage, etc.) Specifically Multiple items can be photographed together as a group to minimize the number of photographs required. NOTE: Questions that specifically require photographs for non-compliant scores are noted on your blank survey form. You MUST provide CLEAR photographs for these questions or your audit will not be accepted.

The purpose of this audit is to verify that selected display models (excluding open items) are powered so

customers can interact with the products. Additional aspects of functionality will also be checked for some

display models in certain product categories. Functional displays that customers can “test drive” are crucial in


the buying decision; they allow customers to see if the products will meet their needs. The Functionality Audit

should be performed after noon.

Overview of How to Perform the Functionality Audit

For each department, locate the displays for the specific product types to be checked.

For each product type checked in a department, you will count and record the total number of displays (excluding open items).

You will test each display (refer to the individual product type instructions arranged by department below).

Do NOT spend more than 30 seconds trying to turn on a unit or checking computers for the Best Buy/Geek Squad content or Best Buy demo.

You will record each error type found for the displays checked, as detailed in the survey.

YOU MUST record the 7-digit SKU of each individual item that is not functional, regardless of how many items there are. The SKU is printed on the product sign below the product name.

We can only accept the 7-digit SKU number, so please be sure to enter the 7-digit SKU number accordingly, as shown in the photo at right.

General Information for Functionality

Functionality is generally defined as a display unit being powered on and available to be used in a way that demonstrates its purpose to the customer. Additional aspects of functionality, depending upon the product category, are screens showing content, clear pictures and/or clear sound.

Clearance and closeout display items must still be checked for functionality. These items will be identified by a ‘clearance’ sign as shown.

Do not check the functionality of open box items. These items will have an ‘open box’ sticker on them.

If there’s a price/shelf sign present, but no corresponding display unit, the missing display should not be counted as an error. Only check displays that are present.

Only check displays that are readily accessible to the average customer.

Because some displays have an Auto-Off feature to save power, you may have to push the power button to turn on the display.

o If pressing the power button activates the display, then the unit should be considered powered.

o This rule applies only when you have access to the power button.

o The ONLY exception to this rule is for any TVs in the Home Theater and Magnolia Home Theater departments – do not push the power buttons when assessing those displays.

Departments/Product Categories to Check:

o Computer Department: Monitors, Powered Speakers, Printers, Notebook/Netbook Computers, Desktop Computers, Tablets, E-readers

o Digital Imaging Department: Point- and-shoot Cameras, Nikon CoolPix Endcap, Digital SLR Cameras, Digital Camcorders

o Car Electronics Department: Decks, Speakers, GPS/Navigation

o Portable Electronics Department: MP3 Players, MP3 Speaker Docks, Headphones Display


o Home Theater Department: Wall-mounted Plasmas/LCDs/LEDs, Non-mounted Plasmas/ LCDs/LEDs, Home Theater-in-a-Box (HTIB), Sound Bar Display, In Wall/On Wall Speakers, Bookshelf/Subs/Tower Center Speakers, Samsung Interaction/Internet TV Endcap, Calibration Geek Squad, 3D Experience Area,

Computer Department: Monitors, Powered Speakers, Printers, Notebook/Netbook Computers, Desktop

Computers, Tablets, E-readers

IMPORTANT NOTE: When checking computers for functionality, check that the item is truly not powered [vs. in hibernation] by pushing a few buttons on the keypad to see if the unit awakens. If it does wake up in response to pressing buttons, the unit should be considered powered on and would not be counted as an error.

Desktop computers without a monitor should NOT be checked.

Monitor Display Wall: Only check monitors on the wall, not those that are attached to computers. To be

considered functional monitors must:

Be plugged in and powered on.

Show an image or content on the screen (“no input” or similar phrase is not an image).

Have a clear picture that is free of static, wavy lines, etc.

Powered Speakers: To be considered functional speakers should be powered on and you should hear sound

when the red button is pressed.

You may have to press the power button, or turn the volume knob in order to hear sound. If you hear

sound after button is pressed and the volume is adjusted, then the speaker is considered functional.

The RED buttons DO NOT illuminate, and aren't a representation of a functional position.

Printers: To be considered functional printers should be:

Powered on or able to be powered on by pressing the power button.

Notebook Computers (excluding all Apple products): To be considered functional notebook computers

must:

Be plugged in and powered. Some notebooks may be in hibernation or standby mode and need to be

powered on. Please press a few buttons on the keypad to see if the unit awakens.

Be showing Best Buy or Geek Squad content or Best Buy demo/interactive (known as Archie) or is able

to be reset.

o If the desktop icons are on the screen, use the Verifying Archie Steps to confirm installation of

the Archie program.

Netbook Computers: Netbook Computers are slightly smaller than standard notebook computers.

These only need to be powered to be considered functional.

They may have a Microsoft related demo playing, but this does not need to be checked. They do

NOT need to be showing the Archie software.

Desktop Computers (excluding all Apple products):

To be considered functional desktop computers must be:

Plugged in and powered. Some computers may be in hibernation or standby and need to be powered

on. Please press a few buttons on the keypad to see if the unit awakens.

Showing Best Buy or Geek Squad content, or Best Buy demo/interactive (known as Archie) or is able to

be reset. The demo looks like a white screen with various icons/pictures on the screen for selection.


o If the desktop icons are on the screen, use the Verifying Archie steps to confirm installation of

the Archie program.

o Hewlett-Packard TouchSmart all-in-one desktop does not have the Best Buy

demo/interactive loaded and should only be checked for power; this is acceptable so do

not count this as an error.

o Desktop computers without a monitor should only be checked for power.

o Do not include monitors on the wall that are not attached to a desktop computer. Apple Notebook Computers which include iPads (MacBook): Apple’s notebook computers will not be carried in all stores; they are displayed on the Apple Solutions Table. To be considered functional Apple notebooks must be plugged in and powered on. Apple Desktop Computers (iMac): Apple’s desktop computers will not be carried in all stores; they are displayed on the Apple Solutions Table. To be considered functional, Apple desktop computers must be plugged in and powered on.

Tablets: To be considered functional displays must be:

Plugged in and powered on. Note: Some units may appear to be off. In these

cases, pressing the power button, or the home button should be able to wake up

or turn on the device. If you are able to 'wake up' or turn on the display, it should

be considered functional. The tablet must also respond to touch once powered

on.

E-readers: To be considered functional E-Readers must be:

Plugged in and powered on. Note: Some units may appear to be off. In these cases, pressing the power button, or the home button should ‘wake up' or turn on the device. If you are able to 'wake up' or turn on the display, it should be considered functional. If the E-Readers are slow to respond, press the home button. (On Nook devices the home button is in the shape of a lowercase 'n'.)

Verifying Archie: COMPUTERS TO EXCLUDE WHEN CHECKING FOR ARCHIE: All Apple desktops, all Apple laptops and iPads, and PC Netbooks COMPUTERS TO CHECK WHEN CHECKING FOR ARCHIE All PC desktops, PC laptops and PC Notebooks If the demo is not running on a PC computer please do the following to verify if Archie is installed on the computer. 1. Look at the desktop/laptop screen and verify that the “Back to Demo” icon is visible. Click on the icon to verify that the demo is installed and

functional. If the interactive demo does not restart, please record this as non-functional. 2. If the back to demo is not visible, move the mouse cursor over the “Start” button and check for the “Archie Console” Program. Click on this icon and verify if the demo is installed and is functional. If the demo does not restart, please record this as non-functional. Important Note: The Start Menu is found in the lower left hand corner of the screen. It should be directly on the quick start items when you first select the start menu. If it is not on the quick start menu as soon as you open the start menu, it is non-compliant. 3. If you discover any computers (excluding Apples and PC Netbooks) that do not have the Archie Software installed or running, you should record


the SKU and make note of it in your report.

Digital Imaging Department: Point- and-shoot Cameras, Nikon Camera Endcap, Digital SLR Cameras, Digital Camcorders

Some digital cameras and camcorders have multiple units on display to show the colors available. Displays with multiple colors of the same model should be counted as only one display and only one unit needs to be powered.

If you have powered on a display model, please be sure to turn it off once you are done checking it.

Display models for digital cameras and camcorders may be powered by a power cord used for display purposes. If the power cord is not plugged in, do not attach it. This should be recorded as an error.

Digital Point-and-Shoot Cameras: To be considered functional, point-and-shoot digital cameras on display

must be:

Plugged in and powered on. Note: Check the power by pressing the display model’s power button,

pressing the “On” switch, etc. You may need to remove the lens cap to check functionality. Some

models have a slide mechanism on the front to expose the lens and turn the camera on.

NOTE: Cameras displayed with docking stations need to be checked in the docking station; if you remove the

camera from the docking station it will lose power.

Digital SLR Cameras: To be considered functional, digital cameras on display must be:

Plugged in and powered on. Note: Due to auto sleep timers, some units may appear to be off. In these

cases, pressing and holding the power button for a few seconds should 'wake up'/turn on the device.

NOTE: Do not evaluate any cameras in a glass case or flash modules mounted to bases for display.

Camcorders: To be considered functional, camcorders on display must be plugged in and powered on.

Check the power by pressing the display model’s power button, turning the “on” switch, etc. Some

camcorders may be in sleep mode and need to be powered on.

If a camcorder has a flip-out LCD screen display on the side of the unit, you need to flip it open; if not,

look through the viewfinder (eyepiece) to determine if the unit is powered.

Note: You may need to remove the lens cap to check functionality.

Car Electronics Department: Decks, Speakers, GPS/Navigation Decks: To be considered functional, decks should be powered on. Speakers: To be considered functional, sound should be heard from both the left and right speakers. To test functionality, press corresponding button to select speaker pair. GPS Navigation - To be considered functional, GPS navigation displays must be powered and LCD screen should show an image.

Press the touch screen on the GPS navigation display. o If the screen shows an image and/or something happens on the screen, then the display is

powered. o If you see the words “charging battery” on the GPS navigation screen then the unit is powered.

Some GPS units may be in sleep mode and need to be powered on. Attempt to turn on the unit if it will not respond.

Do not check: o Mock displays – these have no electronics inside; they are empty shells with simulated

screens o Watches o Fish finders o Golf GPS units o Fitness GPS units


Portable Electronics: MP3 Players, MP3 Speaker Docks, Headphones Display

MP3 Players: To be considered functional, MP3 players must be powered on. Note: You must attempt to turn on the device if it appears to be without power as it may just be in sleep mode (which is acceptable).

Press the control panel on the front of the display. Alternatively, feel around the outside edge to find the power button.

Some MP3 players have multiple units on display to show the colors available. Displays with multiple colors of the same model should be counted as only one display and only one unit needs to be powered.

Do not include the iPod shuffle or mock displays, which are empty shells with no electronics inside.

Home Theater Department: Wall-mounted Plasmas/LCDs/LEDs, Non-mounted Plasmas/ LCDs/LEDs, Home Theater-in-a-Box (HTIB), Sound Bar Display, Bookshelf/Subs/Tower Center Speakers, In Wall/On Wall Speakers, Samsung Interaction/Internet TV Endcap, Calibration Geek Squad, 3D Experience Area

NOTE: You must ONLY audit items in the main Home Theater area of the store. DO NOT audit anything in the Magnolia Home Theater room, as this area is not currently audited.

Plasma/LCD/LED TVs: Wall-mounted TVs need to be checked separately from TVs displayed on other inline

fixtures (i.e. shelves in the regular selling location, not end caps).

To be considered functional:

Displays plugged in and powered (do not push power buttons)

Screens must show a clear picture = image free of static, pixilation, wavy lines, etc

TVs must be showing same content

Do not push any power buttons on TVs.

For non-wall mounted TVs, do not include any displayed on tables or other temporary fixtures.

Up to two plasma/LCD/LED TVs are allowed to be connected to a video game system/showing game content on the screen; do not include these.

Home Theater-in-a-Box (HTIB):


Displays must be plugged in and powered (do not push power buttons)

Clear sound must be heard(if sound cannot be heard, please use volume knob)

Must be tuned to a radio station

Sound Bar Display (Do NOT audit sound bars that are signed ‘Advanced Audio’):


Displays must be plugged in and powered (do not push power buttons)

Clear sound must be heard when selector button is pressed (if sound cannot be heard, please use volume knob)

In Wall/On Wall Speakers and Bookshelf/Subs/Tower Center Speakers


Displays must be plugged in, powered (do not push power buttons) and connected to media player

Receiver should not be set to radio or DVD and clear sound must be heard when selector button is pressed (if sound cannot be heard, adjust volume knob)


NOTE: It may be helpful to first identify the In Wall/On Wall speakers first, then you will know that all the other speakers fall into remaining category (Bookshelf/Subs/Tower Center Speakers. Ask an associate for assistance if necessary.

Samsung Interaction/Internet TV Endcap (Hi TV):

Note: Ask for the DS-1 endcap location if you are unable to find this display.


All components must be powered on (DO NOT press power)

TV must be showing a clean pictured display

TV must be playing Samsung Internet TV-related content

Remote needs to be present

TV must be able to connect to internet

Calibration-Geek Squad:


All components must be powered on (DO NOT press power)

TV must be showing a clear pictured display

Needs to be playing Geek Squad-related content

3D Experience Area:


Displays plugged in and powered (do not push power buttons)

Sound bars powered on and set to an audible level

3D glasses must be present. The 3D glasses may be present on a telescoping pole mounted to the viewing pedestal or may be in a clear box. As long as the glasses are present, the store is compliant.

Switching buttons must respond when pressed


VISIT #4

Planograms

PHOTO REQUIREMENTS FOR PLANOGRAMS: If there are any non-compliant scores related to the Planogram Filing System, you must take a close-up photo of the files in the file drawer to document the error(s). You must take one representative photograph of the area of the planogram where a missing SKU or missing display should have been. For multiple missing SKU tags or displays within the same 4-ft. section of a planogram, you can take one picture to capture all of the errors within each 4-ft section AS LONG AS you are able to get a clear enough picture of the planogram that way. When in doubt, always take more pictures than you think might be needed.

NOTE: WE DO NOT CONDUCT THE PLANOGRAM AUDIT IN THE APPLIANCES DEPARTMENT FOR THE STORES THAT HAVE A “PACIFIC SALES APPLIANCES” (PAC) DEPARTMENT. NOTE: EVEN IF THE STORE YOU ARE EVALUATING WAS NOT A PACIFIC SALES STORE BEFORE, IT MAY BE NOW. SEE YOUR DISPATCH INSTRUCTIONS SHEET TO DETERMINE IF YOU ARE IN A PAC STORE.

The purpose of this audit is to check to be sure that products are set according to assigned planograms. Planograms are instructions on exactly how product collections should be set including fixtures, signage, and specific product placement.

Properly setting each planogram:

Provides a well-organized shopping experience Provides consistent appearance and sense of continuity from store to store Directs customers to the most desirable product Makes stock replenishment easy

How to conduct a Planogram Audit First, you will evaluate the store’s Planogram Filing System to ensure it is set up with correctly labeled file folders. You will then pull a total of six planograms from the files to check on the sales floor; you will pull three random planograms to check and you will choose three specific planograms from specific categories identified below. Filing System First, you will determine whether or not the store is maintaining a Planogram Filing System. Please ask the manager to show you their filing system. If you are told the store does not maintain a Planogram Filing System or you are not shown the files, you will score No to all questions for Step 1 and Step 2. If the store does maintain a Planogram Filing System, verify that the files include the following folders/sections:

Planograms to be Set Completed to be Inspected Planograms with Issues Inspected to be Filed Department/category files (any version of this is okay)

Note: There may be additional folders, but the folders shown above are the only ones you need to verify. Planogram Filing Process:

Once a planogram is completed by the Project Team or store team member, the planogram is filed into the Completed To Be Inspected folder for end of week inspection by the Product Process Manager.

The Inspected To Be Filed folder has all planograms inspected by the Product Process Manager at the end of the week so they can be filed in the correct department by the Project Team.


Once a planogram is completed and signed off by the Product Process Manager, it is filed alphabetically in the appropriate Department folder weekly by the Project Team. All planograms are filed in the Department folders alphabetically by category based on store map/design (e.g. Appliances, BBY Mobile, Computers, etc).

Three Random Planograms: If the store is maintaining a Planogram Filing System, you will pull THREE RANDOM planograms to check from either the Inspected To Be Filed folder or the Department folders. (DO NOT choose an appliances planogram if you are in a PAC store.) Do NOT pull planograms from any other folders. NOTE: To minimize auditing time, please check planograms that contain between 10 and 15 4 ft. sections total across the three selected planograms (e.g. planogram 1 could have 2 sections, planogram 2 could have 5 sections and planogram 3 could have 6 sections.). However, you must check all sections of the planograms you select. When evaluating the sections of each planogram you pulled: You will go the department where the planogram should be. (Ask an employee if you need assistance.) Verify that each planogram section you are evaluating includes SKU tags for all the SKUs identified in the

planogram (#5 Product Listing, under “Reading a Planogram” shown below) and will identify and note those that are missing.

It is okay if the product itself is not in stock; as long as there is a SKU tag for the SKU, it is compliant. Remember to photograph planograms that are missing SKU tags. Three Specific Planograms: You will also pull THREE SPECIFIC planograms to check from either the Inspected To Be Filed folder or the Department folders. (DO NOT choose an appliances planogram if you are in a PAC store.) NOTE: To minimize auditing time, please check planograms that contain between 10 and 15 4 ft. sections total across the three selected planograms (e.g. planogram 1 could have 2 sections, planogram 2 could have 5 sections and planogram 3 could have 6 sections.). The three specific planograms to be checked on the floor should be comprised of one planogram from each of the following categories:

Appliances (Choose from ONLY these Titles: Laundry 1, Dishwashers, Ranges, or Refrigerator 1) NOTE: DO NOT check an Appliances planogram if you are in a PAC store. You will ONLY check the following two planograms for Step 2.

Full Serve TV (Choose from ONLY these Titles: TV1 or TV2) Computers (Choose ONLY Laptops-NOT Hot Buys)

Evaluating planograms:

You will go the department where the planogram should be. (Ask an employee if you need assistance.) Verify that each planogram includes SKU tags for all the SKUs identified in the planogram (#5 Product

Listing, under “Reading a Planogram” shown below) and will identify and note the SKUs that are missing.

It is okay if the product itself is not in stock; as long as there is a SKU tag for the SKU, it is compliant. You will also specifically look for display units for these items and note the SKUs for those that are

missing displays. Remember to photograph planograms that are missing SKUs or displays. Please note in narrative any significant inconsistencies between the planogram document and the

planogram that was set up in the store. NOTE: If a SKU on the planogram diagram is listed as a close-out SKU, that SKU may or may not be present on the planogram on the floor. If it is missing, DO NOT count it as an error. It is okay if there are more SKUs on planogram in store than on are the planogram diagram. NOTE: Items with D coded signs aren’t required to have a display and this should NOT be counted as an error. (This is often the case in appliances when an appliance comes in multiple colors, but only one color is displayed; this is acceptable.) IMPORTANT: YOU MUST CHECK A TOTAL OF SIX PLANOGRAMS AND THREE OF THE SIX MUST BE FROM THE CATEGORIES IDENTIFIED ABOVE.


Reading a Planogram

Although you won’t need to access all of this information, below are definitions for the information that each planogram document provides:

1. Title Bar Indicates the area for planogram implementation. The store map indicates how many sections each store has for a particular product. Use this to ensure the correct planogram is set.

2. Front View of Gondola Shows the products in their desired positions. The numbered boxes correspond to the Product Listing. Planograms may consist of one 4-foot section or several 4-foot sections.

3. Header Signage Indicates the signage placed in the area above the product (where applicable).

4. Side View of Gondola Shows shelf depth and height measured from the base of the gondola deck. Each notch in the uprights equals one inch. The small "lip" on the end of the 18" shelf indicates that a clip sign rail should be used to hold product signs.

5. Product Listing The list of products merchandised in the specific area. Numbers in the Key column correspond to the boxes in the drawing.

6. Letter Codes The list of letter codes used in the Code column of the product listing calls out important information about a particular SKU/Item Number.

7. "N" – New SKU/Item Number New SKUs/Item Numbers replace product directly above it on the product list. New SKUs/Item Numbers always take precedence and should be merchandised immediately upon arrival.

8. "B" – Book Update Book updates are simple SKU/Item Number for SKU/Item Number exchanges within the planogram. Book updates allow the implementation of product categories that require frequent model changes without requiring full-scale planogram updates.

9. "D" – Display Product Sign Only Place only the price sign in the location. The current product on display is either the newer, larger, or smaller version.

10. "P" – Display Product Sign Only and Box Stock Place the price sign on the shelf and downstock the box stock below the sign. The display is in another location or may be the larger or smaller version.

11. "Q" – Demo SKU/Item Number The SKU/Item Number on display is different from box stock. The manufacturer sent a demo product different from the actual unit on sale. The unit may have limited capabilities and is not for sale.

12. "SE" – Source Equipment Source Equipment (SE) SKUs/Item Numbers are used to operate displays that are part of the planogram. Continue to use the current SE product and do not replace it unless it is defective. Replace defective units with the current SE product listed on the planogram.

13. "C" – .Com – Excluding Puerto Rico Stores The product on display is available through BestBuy.com.

14. Page Number Indicates the page number of the planogram. Most planograms have at least two pages.

15. Merchandising Kit Date Used to verify that the planogram is the most current version. For specific planogram date information, see Print Planograms by Merch Kit Date on the Space Management website.

http://tagzone/CorporateSite/CorpDept/space_mgmt/Pro/print/printplanogram.asp


16. Planogram Notes Additional merchandising information to assist in properly setting the planogram. Most questions regarding planogram sets are answered in the Planogram Notes.

17. Planogram Shading – “X” and “Y” code items: shading (indicating darker and lighter boxes) is used on planograms to visually identify products that are on the planogram but designated as "X" or "Y" codes (discontinued items). "X" and "Y" codes are identified as follows:

"X" – Gone When Gone Product will be unavailable once the DC is empty.

"Y" – Closeout Product soon will be unavailable. Manufacturer has discontinued the model and stores will be out of stock as soon as DC product is depleted.

Sample Planogram Diagram


Geek Squad

PHOTO REQUIREMENTS FOR GEEK SQUAD: No photographs are required and, per legal reasons, photos must NOT be taken of anything in the Geek Squad precinct, even when errors are found. Doing so is a strict violation of privacy.

Geek Squad is Best Buy’s repair center. Each store will have a Geek Squad area within the location, usually near customer service at the front of the store. Look for the orange, black and white signage, Geek Squad logo, etc. Geek Squad fixes computers, cameras, mobile phones, iPods, appliances, and TVs, even if the product was not purchased from Best Buy. Purpose The purpose of this audit is to ensure that standard Geek Squad processes are being followed, that client units are stored properly, and that client units are identified, documented and tracked properly.

You MUST have an escort for the Geek Squad component – this can be a manager, DCI (Deputy, Counter Intelligence) or supervisor from another department. A supervisor may assign a Geek Squad agent to

escort you. If a qualified escort isn’t available to accompany you when you are ready to begin the Geek Squad component, you should move onto your next component and return to Geek Squad

approximately 15 minutes later. If at the time you return to Geek Squad, they still do not provide an escort for you, please inform the store you will be skipping this component altogether. You are then done with Geek Squad and should explain on the survey that you attempted to conduct Geek Squad

twice and both times the store did not provide you with a Geek Squad escort.

Overview of How to Perform the Geek Squad Audit

The Geek Squad desk, or Precinct, is clearly identified and generally near the Customer Service area. Geek Squad employees refer to the Geek Squad desk and surrounding area as the Precinct. The

Precinct includes the desk, work area and work room (usually behind a curtain or door). The Geek Squad component should take approximately 20-30 minutes to conduct. You MUST have an escort for the Geek Squad component (this can be a manager, DCI or supervisor

from another department). Ask for the assistance of a manager, DCI, Geek Squad agent or supervisor from another

department to help you with the Geek Squad audit.

This is to ensure the validity of the audit to Geek Squad team members, as well as facilitating the audit by helping the auditor find information that needs to be checked.

You should record what you find. Managers or Geek Squad agents should NOT correct errors until you have properly documented them. After you have documented an error, it is okay for the manager or Geek Squad agent to fix it. (Even if it is fixed, it should still be scored according to your original observation.)

Check to ensure that the precinct maintains the required colored sections to organize client units.

Review the Service Counter Management Report (SCMR) to be sure that client units listed in the Awaiting Client Pickup section of the report are found on the green or black shelves.

Client Unit Organization and Approval

The purpose of this section is to be sure that client units are found in the following five different colored sections (or shelves) of the Precinct. (Client units may include computers, cameras, mobile phones, iPods, appliances, TVs, etc.)


Green – client units that have been completed

Red – client units in process for repair

Blue – Awaiting Restoration

Yellow – client units that are awaiting additional client information

Black – Black Tie Protection

o This is a premium service that clients pay for when they purchase a product. Any client units under this protection plan take priority over all others and are “first in, first out”.

Service Counter Management Report (1-31 file) To complete this section, you will need to have a Geek Squad employee access the 1-31 (called One Through Thirty-One) Service Counter Management file in the Precinct. This will be a series of hanging folders in a file cabinet. The hanging folders will each be labeled with a number 1 through the number 31, corresponding to the number of possible days in a month. Ask the Geek Squad employee for the current day's Service Counter Management Report (SCMR). Find the SOs/Units Ready for Customer Pick-up section of the report. Starting from the top shelf, locate the STAR SO Sticker on each unit.

o All customer units will have a green or purple STAR SO Sticker attached o Each sticker will have a STAR ID

Reference the STAR ID on each unit and then locate each number on the SCMR. Count and record the number of units that were on the SCMR, but not on a green or black shelf. Ask the employee if he/she can provide a STAR Receipt showing that any missing units were picked up by

the client that day. For any units that are not accounted for (on the SCMR report, but not on the green/black shelf and not

accounted for by STAR Receipts), ask the employee if he/she knows where the missing units were placed. You will need to provide this information in the comments of your online survey.

Anti-tip Audit (Only Conducted in Self Delivery Stores)

PHOTO REQUIREMENTS FOR ANTI-TIP: No photographs are required and, per legal reasons, photos must NOT be taken of Manifests, even when errors are found.

NOTE: THIS AUDIT IS NOT COMPLETED IN ALL STORES. CHECK YOUR DISPATCH ASSIGNMENT SHEET TO SEE IF THE ANTI-TIP AUDIT SHOULD BE CONDUCTED IN THE STORE. The purpose of this audit is to ensure that the Best Buy location is complying with laws regarding the installation of ranges and anti-tip brackets, and the completion of related paperwork. How to perform the Audit:

Go to the warehouse, introduce yourself and ask an employee to show you the files containing range

deliveries.

Pull the files containing the range delivery paperwork for the previous month’s range deliveries. (e.g. If

you are performing the audit anytime in May, you will pull the 1-31 file for the month of April.)

If the store does not have the previous month’s deliveries available, or the range deliveries are not

separated from other deliveries, you will need to note this. This means the store is non-compliant and


you will not proceed with the audit. If the range delivery paperwork is there and separated out from

other deliveries, you may continue.

Count the number of deliveries during the previous

month and record it on your survey form.

An Anti-tip Manifest will be stapled to each delivery

order.

In the Anti-Tip Bracket section, either A or B, or in some

cases B and C, will be initialed. At least one line must be

initialed in order to be compliant. (It is not compliant if

there are no initials, but the delivery driver simply wrote

in a note or comments.)

The customer must sign the acknowledgement below

that.

Review each Anti-tip Manifest form carefully and

determine whether or not each standard below was met:

At least one line (A, B or C) in Anti-tip Bracket

section was initialed

Form was signed AND dated

Note on your survey form how many deliveries did not

meet each standard.

Note on your survey the OMS delivery number of each

non-compliant form. (The OMS delivery number is

located at the top of the form.)


APPENDIX A –WAVE 1 UPDATES

VISITS OVERVIEW AND GENERAL AUDIT INFORMATION Technical Issues and Help Desk Tickets Telxon Tips: There may be certain products on display than can cause interference that prevents the Telxon from connecting. For example; with some wireless printers when the wireless function is active, it overpowers the Telxon and prevents it from connecting to the network. Auditors should work with an associate in the store to troubleshoot if any product displays are causing the wireless network interference. If after turning off the wireless function, the Telxon still won’t connect, the auditors will need to work with the store to call in a Help Desk ticket.

VISIT 1 Atmosphere Stores that are part of strip malls: To determine the area that stores are responsible for maintaining, draw two imaginary lines that come out from the sides of the store and go straight out to the lot. This is the area that you should evaluate. Stores with storefronts along a boulevard: If there is a sidewalk immediately in front of the store, which is right along a street, that area and any landscaping is the responsibility of city and should not be evaluated. Safety Big Joe/WAV Non-functioning Big Joes or WAVs: There should be a “Do Not Use” sign of some sort on the Big Joe and the Lock-out/Tag-out device should be installed on non-functioning equipment. In this case, do NOT evaluate the non-functioning equipment. If this protocol is not followed, the item should be fully evaluated and scored accordingly. Electrical Room and/or Cage Locate the Electrical Room and/or Cage. (Note: If there is both an electrical room and an electrical cage, both must be compliant to earn a Yes score.) Recycling Compactor Verify that there were no trash bags or recycling materials around the compactor area and that the area is tidy and maintained. If recycling materials are contained in a recycling container, the store is compliant. Gaylord Boxes Check to be sure TVs and monitors are on pallets, or grouped together nearby, and NOT in Gaylord boxes. If there is only one, or a few, TVs or monitors on a pallet and not yet shrink wrapped, this is okay. TVs and monitors are to be shrink-wrapped when they are ready for shipping. The point is to check that these TVs and monitors are grouped together and not elsewhere in the warehouse. Call2Recycle box: Verify that the store has at least one Call2Recycle box located in the warehouse. If you cannot find a Call2Recycle box, you must ask an employee to locate it for you.


VISIT 2 Ad Set

Using the ad information, look around the department until you find the selected advertised product(s). You must first try to find the product on your own. If you can’t find the product, you must ask a Best Buy

employee for assistance instead of assuming that the product is missing. If item still cannot be located, you must take a photograph of the area the item would normally be found

based on product type and brand name. If it is a grab-and-go item, you must enter the SKU from the ad to check the AOH and record it on your survey.

Checking Products: NEW Exclusion: Do NOT check Apple products even if they are on the front/back page of the ad. Pricing Accuracy Checking Products: NEW exclusion: Do NOT check pricing for any Apple products. Gaming and PC Software Game Department Pricing Accuracy Instructions You should NOT scan any CDs or DVDs. The 50 randomly selected items should be composed of: 20 video game titles, 20 PC gaming software titles, and 10 accessories (such as video game controllers). Important Notes Specific to PC Gaming Software: The process for checking prices for gaming software is different than other gaming items. 1. Access the Inventory Integrity menu on the Telxon. 2. Scan the UPC code on individual packages and compare to the price on the Telxon. 3. If a scanned price is lower than the sticker or sign price, you must check for a sale sign. 4. If the item is on sale you must scan the SKU/fact tag and compare it to the Telxon price. If there is a sale

sign in the same 4 ft. section and the scanned price matches the sale sign price, then there is no error. 5. Games with pricing errors should be given to the manager. 6. There will be no sign batch for PC Software Games If a software game is not priced anywhere, whether with a sticker directly on the package or on a shelf/rail sign, it counts as a missing sign. Missing price signs count toward the 50 scanned for that department. Correction Notices NOTE: If the store does not carry a particular product, the store does not have to have the correction notice posted. ONLY check for notices that don’t have a note excluding the store's state or specific location. For all others, if the correction notice is not found you should score No, regardless any explanation that is provided to you. You may explain to the managers that they can request a scoring correction after the audit posts to the reporting site. Corrections related to non-products (e.g. a financing offer) should be posted at the front of the store near the Customer Information Board.

VISIT 3 Replenishment Checking Products: NEW exclusion: Do NOT scan empty pegs or shelf spaces for any Apple products. Functionality Home Theater Home Theater Department: Wall-mounted Plasmas/LCDs/LEDs, Non-mounted Plasmas/ LCDs/LEDs, Home Theater-in-a-Box (HTIB), Sound Bar Display, Bookshelf/Subs/Tower Center Speakers, In Wall/On Wall Speakers, Samsung Interaction/Internet TV Endcap, Calibration Geek Squad, 3D Experience Area NOTE: You must ONLY audit items in the main Home Theater area of the store. DO NOT audit anything in the Magnolia Home Theater room, as this area is not currently audited.


Sound Bars: Do NOT audit sound bars that are signed ‘Advanced Audio’.

In Wall/On Wall Speakers and Bookshelf/Subs/Tower Center Speakers:


Displays must be plugged in, powered (do not push power buttons) and connected to media player

Receiver should not be set to radio or DVD and clear sound must be heard when selector button is pressed (if sound cannot be heard, adjust volume knob)

NOTE: It may be helpful to first identify the In Wall/On Wall speakers first, then you will know that all the other speakers fall into remaining category (Bookshelf/Subs/Tower Center Speakers. Ask an associate for assistance if necessary. 3D Experience Area: 3D glasses must be present. The 3D glasses may be present on a telescoping pole mounted to the viewing pedestal or may be in a clear box. As long as the glasses are present, the store is compliant.

VISIT 4 How to conduct a Planogram Audit Checking planograms includes evaluating the store’s Planogram Filing System to ensure it is set up with correctly labeled file folders. You will also pull six planograms from the files to check on the sales floor; you will pull three random planograms to check and you will choose three specific planograms from specific categories identified below. Planogram Filing System: First, you will determine whether or not the store is maintaining a Planogram Filing System. Please ask the manager to show you their filing system. If you are told the store does not maintain a Planogram Filing System or you are not shown the files, you will score No to all questions for Step 1 and Step 2. If the store does maintain a Planogram Filing System, verify that the files include the following folders/sections:

Planograms to be Set Completed to be Inspected Planograms with Issues Inspected to be Filed Department/category files (any version of this is okay)

Note: There may be additional folders, but the folders shown above are the only ones you need to verify. Planogram Filing Process:

Once a planogram is completed by the Project Team or store team member, the planogram is filed into the Completed To Be Inspected folder for end of week inspection by the Product Process Manager.

The Inspected To Be Filed folder has all planograms inspected by the Product Process Manager at the end of the week so they can be filed in the correct department by the Project Team.

Once a planogram is completed and signed off by the Product Process Manager, it is filed alphabetically in the appropriate Department folder weekly by the Project Team. All planograms are filed in the Department folders alphabetically by category based on store map/design (e.g. Appliances, BBY Mobile, Computers, etc).

Three Random Planograms:


If the store is maintaining a Planogram Filing System, you will pull THREE RANDOM planograms to check from either the Inspected To Be Filed folder or the Department folders. (DO NOT choose an appliances planogram if you are in a PAC store.) Do NOT pull planograms from any other folders. NOTE: To minimize auditing time, please check planograms that contain between 10 and 15 4 ft. sections total across the three selected planograms (e.g. planogram 1 could have 2 sections, planogram 2 could have 5 sections and planogram 3 could have 6 sections.). However, you must check all sections of the planograms you select. When evaluating the sections of each planogram you pulled:

You will go the department where the planogram should be. (Ask an employee if you need assistance.)

Verify that each planogram section you are evaluating includes SKU tags for all the SKUs identified in the planogram (#5 Product Listing, under “Reading a Planogram” shown below) and will identify and note those that are missing.

It is okay if the product itself is not in stock; as long as there is a SKU tag for the SKU, it is compliant.

Remember to photograph planograms that are missing SKU tags. Three Specific Planograms: You will also pull THREE SPECIFIC planograms to check from either the Inspected To Be Filed folder or the Department folders. (DO NOT choose an appliances planogram if you are in a PAC store.) NOTE: To minimize auditing time, please check planograms that contain between 10 and 15 4 ft. sections total across the three selected planograms (e.g. planogram 1 could have 2 sections, planogram 2 could have 5 sections and planogram 3 could have 6 sections.). The three specific planograms to be checked on the floor should be comprised of one planogram from each of the following categories:

Appliances (Choose from ONLY these Titles: Laundry 1, Dishwashers, Ranges, or Refrigerator 1)

NOTE: DO NOT check an Appliances planogram if you are in a PAC store. You will ONLY check the following two planograms for Step 2.

Full Serve TV (Choose from ONLY these Titles: TV1 or TV2)

Computers (Choose ONLY Laptops-NOT Hot Buys) When evaluating each planogram you printed:

You will go the department where the planogram should be. (Ask an employee if you need assistance.)

Verify that each planogram includes SKU tags for all the SKUs identified in the planogram (#5 Product Listing, under “Reading a Planogram” shown below) and will identify and note the SKUs that are missing.

It is okay if the product itself is not in stock; as long as there is a SKU tag for the SKU, it is compliant.

You will also specifically look for display units for these items and note the SKUs for those that are missing displays.

Remember to photograph planograms that are missing SKUs or displays.

Please note in narrative any significant inconsistencies between the planogram document and the planogram that was set up in the store.

NOTE: If a SKU on the planogram diagram is listed as a close-out SKU, that SKU may or may not be present on the planogram on the floor. If it is missing, DO NOT count it as an error. It is okay if there are more SKUs on planogram in store than on are the planogram diagram. NOTE: Items with D coded signs aren’t required to have a display and this should NOT be counted as an error. (This is often the case in appliances when an appliance comes in multiple colors, but only one color is displayed; this is acceptable.) IMPORTANT: YOU MUST CHECK A TOTAL OF SIX PLANOGRAMS AND THREE OF THE SIX MUST BE FROM THE CATEGORIES IDENTIFIED ABOVE.


APPENDIX B –FREQUENTLY ASKED QUESTIONS

General Q: What if there is no Asset Protection employee at the AP desk when I enter? A: If there is no AP employee at the desk, you may ask any employee to assist you. Politely introduce yourself and your purpose, and ask to speak with the store manager or merchandising supervisor. Q: What if the Vendor Log book is not available? A: If you are told that the store does not have a Vendor Log book, just be sure to sign in and out of the LILO system. Be sure to score the question about the Vendor Log book accordingly that appears on the Asset Protection Survey. Q: What if I have problems logging into LILO? A: Do not spend more than 5 minutes attempting to get the system to work properly. If LILO is not available or not working, you should include this information on your SLB. Q: What if I forget my camera or camera phone? A: You must return home to retrieve your camera or camera phone. If this is not possible due to distance, contact your scheduler to reschedule the audit. You may not perform an audit without a device to photograph non-compliant issues. Q: What should I do if an employee or the manager asks me to change any of my findings or tells me of an extenuating circumstance that causes something to be non-compliant? A: You must politely let them know that you have been directed to report exactly what you see, and that if they have questions or issues, they should raise them on the Best Buy CEA Wiki page. Q: Is it okay for stores to correct errors while I’m there? A: Errors may be corrected while you are in the store, but you must document the non-compliant issues you found when performing the audit. Q: How can I document a non-compliant issue if an audit violation is due to something that is missing (for example: posters, correction notices, etc.)? A: You must take a picture of the empty place where the item should have been found. These are needed to show to stores that might contest the issue. Q: What should I do if I am unable to start or complete a specific audit due to technical issue(s) on the part of Best Buy equipment (i.e., scanning gun not working, printer issues, etc.), A: Please spend no more than 15 minutes trying to get a non-functioning piece of equipment to work. If you are unable to get the equipment to function properly in that time and no other working piece of equipment is available, please inform a Best Buy staff member and ask them for a Help Desk ticket number. If you are unable to start or complete an audit component due to technical issue(s) on the part of Best Buy equipment (i.e., scanning gun not working, printer issues, etc.), your pay will be reduced accordingly, based on the average time normally taken to complete the missing/unfinished component. If you are unable to complete any components, you will at least be compensated a $10 visit fee as long as you can provide a Best Buy Help Desk ticket number.. You may have the option of being reassigned the affected audit component(s) after the equipment issues are resolved. Visits that could not be completed due to defective equipment should be handled as follows: Visit 1: Not affected; no equipment needed Visit 2: If Ad Set and Pricing Accuracy can’t be completed, due to the absence of a working Telxon, Correction Notices SHOULD NOT CONDUCTED alone and you should then leave the store without conducting any audits. If Correction Notices can’t be completed due to a non-functioning printer, you SHOULD CONDUCT the Ad Set and Pricing Accuracy audits Visit 3: If Replenishment can’t be completed due to the absence of a working Telxon or printer, you SHOULD CONDUCT the Gaming and Functionality audits.


Q: What if it takes more than 30 minutes to review the SLB with a manager and I am still in the store at 5:30 pm. A: Ask the manager if it is okay to continue your review of the SLB and continue with your review as long as you have the manager’s permission. Please alert your scheduler of the delay and what time you left. Q: What if I forget to ask the manager to make a copy of the SLB before leaving the store? A: If you fail to provide a clear image of your entire SLB (front and back if applicable) for each day you are in the store, your audit will be invalid and you will not be paid. Additionally, the manager must sign and date the form. We need this form as verification that you reviewed the necessary results with the manager at the end of the day. Q: What if I’m not able to submit my audit in time? A: If the audit is not submitted fully by 2pm the day after your store visit, the audit will be automatically cancelled from your Current Shops page. Be sure to call your BestMark scheduler if you know your data will be late for some reason.

Scanning Gun

Q: What if I experience issues with the scanning gun? A: You should only spend 15 minutes trying to fix it and then you should contact a store employee for help. The employee should ONLY try to login using your user ID (vendor) and the current month’s password, rather than their login and password. If a store employee is not available, you should move onto the next audit section. Check back to see if the scanning gun is working, or if an employee is available, after you complete each section.

Q: Why does the scanning gun ask for an ID and password to turn it on?

A: To increase security and protect Best Buy’s proprietary information, all users must enter their network user ID and the current month’s password to access the scanning gun functionality. You should hit the shift key prior to any capital letter in your password as the password is case sensitive.

Q: What should I do when I cancel a transaction and receive a message stating: “Are you sure that you want to cancel the current transaction?”

A: If you want to continue cancelling, click the “OK” button in the top right corner of the dialog box. If you want to resume the transaction, click the “X” button in the top right corner of the dialog box.

Q: What am I supposed to do if the scanning gun device goes into sleep mode? A: If a scanning gun goes into sleep mode while you are signed on, the device will need up to 10 seconds to resume network connectivity upon reactivation. If the user resumes use and receives a “The page cannot be displayed” message (posted to the right), then the device was not yet connected to the network. To resolve this issue, refresh the page by pressing the blue button and the “5” key. If the problem persists, warm boot the device by holding the power button for 10 seconds. Q: Why does the scanning gun take so long to load and then displays a “The page could not be loaded” message?

A: Network connectivity might be low in that particular area of your store. Ensure that you are near a wireless access point before you select Retry. In the event your wireless access points are working (have a green or blue indicator ring), but you are experiencing poor performance (i.e.: frequent pop-up retry messages) you may have wireless speakers plugged in somewhere in the vicinity. Simply unplug the power to the speakers for the duration you are using the scanning gun. If the problem still persists in that area, you may have a wireless dead spot. Continue to move back into network range. You should be able to resume where you left off once you regain network connectivity. If the wireless access point is red or flashing, report the problem to a manager. Alternatively, try these actions:

Stepping back from the peg you are trying to scan and trying again may work.

Another option is to record the SKU number for the item you are trying to scan and manually type it in once you are in an area of the aisle that has access.

If an area of the store is not working at all due to connectivity problems and you are unable to complete the audit in a department, record this during data entry and alert your scheduler.


Q: What should I do when I receive a DHCP error?

A: In the event that you encounter the DHCP error, you will receive a Windows CE Networking pop-up message (shown on the right). In the event that the error occurs, the user can perform a Warm Boot of the device by holding the power button for 10 seconds. This will force the device to reconnect with the network. In the event that this does not resolve the problem, report the network issue to a manager.

Q: What do I do when my scanning gun does not activate on a page that I am on? A: You can tell if the scanning gun is activated based on the red light coming from the device. If no red light is coming from the device there are a couple ways to re-enable the scanning gun:

1. Type in the SKU/UPC/Barcode you are trying to scan and press “enter”, then try scanning the next item.

2. On the stock count screen, you can navigate to the summary page and then return back to the entry screen to re-enable the scanner.

3. If neither of these steps solves the problem, then complete your work and warm boot the device by holding the red button for 10 seconds.

Try to perform scanning with a fully charged device. When the battery is low the scanner is more likely to behave poorly.

Q: While rebooting, my scanning gun turned off. What do I do?

A: Your battery may be dead; ask an employee at the front of the store for a fully charged battery.

Q: Why is my device so loud?

A: There are two types of devices in the stores; one with a speaker above the trigger and one without. The volume is configured the same for both types of devices, and in order for it to be loud enough on the device without speakers it was set at the current volume. Covering up the speaker while you use it will muffle the volume (i.e. placing a piece of tape over the speaker vents).

Q: What do I do if I receive either of the following screens?

A: Check the empty white box in the lower left corner and then press either the “OK” in the upper right corner or the “Yes” button.

Q: What happens to my Sign Audit Batch after the device has a timeout, malfunction, or needs to reboot?

A: If there were no incorrect prices scanned prior to the timeout / malfunction, then no Sign Audit Batch will have been created. If there were incorrect prices scanned before the timeout / malfunction occurred, then the Sign Audit Batch will be available upon logging back into the Sign Menu on the scanning gun device.


APPENDIX C – GLOSSARY

1-31 file: This is usually a hanging file with folders labeled 1-31, each representing the possible days in a month. 1-31 files are used to organize tasks and processes in Best Buy stores.

AOH (Available On Hand): AOH refers to the quantity that exists in a store for a specific product. The AOH can be determined by using a Telxon to scan the bar code of a product.

AP (Asset Protection): This department is responsible for protecting assets, including products and information from loss or liability. Authorization Letter: This is a letter that explains the purpose of your visit to the store. This should be given to the manager when you introduce yourself. Base Decks: The base deck is a deeper shelf at the very base of a shelving unit. Big Joe: Big Joe is a lift truck that employees use to raise themselves up in order to reach products on higher shelves. Box stock: These are products that are stocked in their boxes and do not typically have the product itself on display. CEA (Customer Experience Assessment): The CEA is Best Buy’s method of measuring each store’s adherence to certain guidelines and factors that contribute to a guest’s experience. Cling: This term refers to vinyl signage that adheres to glass, and is typically used on doors or windows at the entrance of a store. Consumer Information Board (CIB): The CIB will likely be hanging near the front of the store, by Customer Service or in the main entrance vestibule. This board includes required federal and state-specific signs, and must be visible and accessible to customers. Correction Notices: Correction Notices are signs that are posted near products on the shelf in order inform customers of a correction to the Best Buy weekly advertisement. These are notices that Best Buy must post every week for any incorrect information in the weekly ad and can be found on a store computer on the Vendor Home page. Customer Kiosk: This term refers to a booth in a Best Buy store that houses a computer for use by customers and selling associates. Digital Point-and-Shoot Camera: A point-and-shoot camera offers users no additional manual settings or options. With these cameras the focus, flash and all settings are automatically set by the camera enabling users to simply point the camera at the subject and press the shutter button. Digital Single Lens Reflex (SLR) Camera: Preferred to professional photographers, DSLR cameras allow users to modify settings and options according to the environment, and offer a variety of interchangeable lenses depending on the type of photo being taken. Display cases: Display cases are glass cases where products (oftentimes higher priced items) are displayed for customer viewing. Display item: A display is a sample of the product that is set up so that consumers can see, feel and touch the product. Divider card: A divider card is a white card bearing the name of a video game, DVD or CD, and is used to organize products alphabetically within a department.


End cap: An end cap is a display for a product placed at the end of an aisle. It is perceived to give a brand or product a competitive advantage. E-reader: An E-reader is a portable electronic device that is designed primarily for the purpose of reading digital books and periodicals. Examples include the Nook and the Kindle. ESRB (Entertainment Software Rating Board): The ESRB assigns the age and content ratings displayed on all computer and video games, enforces advertising and marketing guidelines, and helps companies implement responsible online privacy practices. ETK (Employee Toolkit): ETK is a system that Best Buy employees (and vendors) use to access information. This system can be accessed through any customer kiosk or in-store computer (not at Point-of-Sale terminals). Facing: A product facing is the product available for purchase displayed on a shelf or peg hook, along with the price sign for that item. Gaming Demos: Gaming Demos are non-interactive displays that do not include controllers and are playing a featured game loop. Gaming Interactives: Video game systems are set up in the store so that customers can try featured games. They include controllers and they may or may not have sound. Gaylord box: A Gaylord box is a very sturdy pallet-size box used for the storage and shipping of bulk quantities. Geek Squad: The Geek Squad is Best Buy’s repair center within each store. The Geek Squad fixes computers, cameras, mobile phones, iPods, appliances and TVs; even those that were not purchased at Best Buy. Gondola: A gondola is a permanent display fixture (without wheels) used to display products for purchase. Grab and Go Products: These are typically smaller products that consumers can pick up themselves and take with them without assistance. Things that are not grab and go include cameras (locked up), some computers, and larger TVs. Hard drive: The hard drive is the brain of the computer where memory and information is stored. It is usually shaped like a rectangular box. In-line: The term in-line refers to the regular selling location of an item within the aisles of a department. LILO system: The LILO system is the vendor management system used by Best Buy. Auditors (and other third party vendors) are required to log in and out of the LILO system by accessing Employee ToolKit on a customer kiosk or in-store computer. MOD (Manager on Duty): The Manager on Duty (MOD) is the acting manager at any given time. Netbooks: Netbooks are a category of small, lightweight, inexpensive laptop computers with reduced computing power. They are mainly used for surfing the internet and accessing email. Notebooks: Notebooks are small, lightweight laptop computers with less memory capability than traditional laptop computers. Overstock area: An overstock area is a non-selling area where products are stored for later stocking. This area is usually above the six foot selling line on fixtures and products are not identified with prices. This area sometimes bears an Overstock sign.

http://en.wikipedia.org/wiki/Laptop


Pallet: Usually made of wood, a pallet is a flat transport structure that supports goods in a stable fashion while being lifted by a forklift, pallet jack, front loader or other jacking device. Pegs/Peg hooks: Pegs, or peg hooks, are hooks that attach to peg boards and are used to display products. Planograms: A planogram is the process of using diagrams to establish and maintain product placement on fixtures according to specification. POS (Point-of-sale) or POP (Point-of-Purchase): This refers to the terminal or register at which a customer purchases a product. Precinct: This term refers to the Geek Squad desk, work area and work room. It is usually clearly identified and is near the computer department. Product display: This is a display of a product available for purchase that is set up so that a customer can see, touch and experience the product. Racetrack: The racetrack is the main aisle of a Best Buy store and will carry the largest percentage of foot traffic through the store. The racetrack layout is vital in guiding a customer to each department in an efficient manner, increasing their exposure to the entire store. SKU (Stock-Keeping Unit): This is a universal term used by retailers to identify and track each product. SLB (Summary Leave Behind): This is a form that auditors complete at the end of their store visit that summarizes their findings and any non-compliance issues. Auditors should go through this form with the manager before leaving and retain a copy to submit to BestMark. Tablet: A tablet is a mobile computer, larger than a mobile phone or personal digital assistant, integrated into a flat touch screen and primarily operated by touching the screen rather than using a physical keyboard. Telxon: A Telxon is a scanning gun that uses a laser beam to scan a product SKU and access information about a product, such as description, price and availability. Vestibule: The vestibule is the entrance area of the store between the inner and outer doors of a Best Buy store. WAV (Work Assist Vehicle): A WAV is a small lift truck that employees use to raise themselves up in order to reach products on higher shelves.

http://en.wikipedia.org/wiki/Forklift

http://en.wikipedia.org/wiki/Pallet_jack

http://en.wikipedia.org/wiki/Loader_(equipment)

http://en.wikipedia.org/wiki/Jack_(mechanical)

Documents

Best Buy Merchandise Auditing - BestMarkvideos.bestmark.com/.../auditing/BB_Auditor_Instruction_Manual.pdf · Best Buy auditors are not eligible to conduct Best Buy mystery shops