• All fitting room, bathroom, and stockroom doors must remain closed and locked during business hours. The fitting rooms are not self service and require an team member to support the guest.
• A fitting room person should be present and zoned during peak traffic times and holidays
• MODs need to follow the Rally Round process through the day to ensure the Fitting Room process is being upheld.

1. Team members should ensure doors are closed and relocked after customers exit.
2. Team members should have their fitting room key on their lanyard per the Store Key process.
   • MOD, If locks are broken, submit a maintenance request in EcoTrak
3. A go-back rack should be near the fitting room for returning unwanted clothes, which the team member manages and puts away the go- backs as time allows.
   • MOD, contact the District Manager if a pipe 2-way is needed.
4. Each adult Guest is assigned one fitting room, while young children can accompany their parents in a fitting room.
   • Be cautious with strollers and bags in fitting rooms, as they pose theft risks.

• Welcome guests to the fitting room and check for occupancy.
• Knock and ask if the fitting room is occupied before entry.
• Limit of 6 items at a time, use numbered rings on the door to indicate the amount of items going in to the fitting room.
• Hardline items can be held by the Team Member, at the cash wrap or outside of the fitting rooms, but should not be taken in the fitting rooms.

Guest Enters the Fitting Room

• Introduce yourself to the guest and ask for the items to place in the room and count the items.
  • SAY: Welcome, may I have your items to place in the room. Looks like you have (number of items) going in, my name is (your name) and I will be back to check on you in just a couple of minutes”

Guest Follow-up

• Check on guests by knocking and asking if they need more items or sizes. Assist in offering other product options, or finding additional sizes or items as needed. Utilize MOD or another Team Member to support as needed.

Guest Exits the Fitting Room

• After use, confirm which items worked for the guest and offer new sizes if needed.
• Item matrix or Ship from Store are solutions to offer on out-of-stock items.
• Item count on the door should match the item count upon guest exit.
• SAY: “How did those (number of items) work for you today?”
  • If you have missing items inquire with the guest.
    • SAY: “How did those (number ring amount) work for you today? I’m only seeing (number of items)”
• Clear all unwanted items and clean the fitting room for the next guest.

• Guests may have 1 style of jersey in the fitting room at a time.
• Up to 2 units of the same style are allowed (e.g., a small and medium).
• Additional sizes or styles are held by team member until the guest finishes with the first two.
• After trying the first two, team member will swap jerseys for other styles or sizes.

The Party Review should occur between the MOD assigned to Rally Rounds and the team member beginning a shift, with hourly coaching connects through Rally Rounds.

Party Review Topic 04/13-04/19

MODs complete the standard Party Review, provided on the Zone Chart ➡️ Complete the coaching below with scheduled team members, as many sessions as needed, during Rally Rounds.

The Party Review should occur between the MOD assigned to Rally Rounds and the team member beginning a shift, with hourly coaching connects through Rally Rounds.

Party Review Topic 4/14- 4/20

MODs Cover the regular Party Review, plus the Party Host. Party Host continues to be a miss in stores.

Party Host Review: all Party Hosts need to understand their role and how to stay visible and available to guests while they complete various tasks.

1. MOD prep by using the MOD Party Host Guide
2. Ask the Team Member to:
   • Review the ⚡Party Host Role (print pdf)
   • Watch the Party Host Play by Play
   • Complete the Skill Drill below

Party Review Priority Topics 4/7-4/13

⚾ Baseball season means cool, new MLB Jerseys! 🧢 Endless Aisles means any fan, at any location can be offered the latest and greatest MLB Jersey regardless of if your location carries the product.

1. Team Members need to review the MLB Jersey Guide
2. MOD should ask what Jersey style is their favorite and how they would describe the fit and size. Coach as needed.
3. MOD & Team Member practice using the FAN method but work in a conversation starter question like “What MLB team are you following?” or “Who is you favorite MLB player this year?”
   • Come up with a few more questions to ask the guest and offer Endless Aisles.

Behaviors of Party Steps 2&3 need upheld by all team members.

1. MODs clarify it is not just the Party Hosts role to follow the Party Steps. Observe team members and look for Step 1 & Step 2 behaviors. Coach as needed.
2. Validate the team is able to mingle with guests while staying productive.
3. Validate the team is building trust with approachable energy before the move into the Detect step using FAN.

Step 1: Welcome

Step 2: Make Connections (Connect)

Party Review Priority Topics 3/31-4/6

Continue coaching Endless Aisles (3/18-3/30 MOD direction available below)

Party Host Review: all Party Hosts need to understand their role and how to stay visible and available to guests while they complete various tasks.

1. MOD print and review the MOD Party Host Guide, this is a step by step MOD coaching guide to set the expectations.
2. Ask the Team Member to:
   • Review the ⚡Party Host Role (print pdf)
   • Watch the Party Host Play by Play
   • Complete a 7 Sec Snapshot & coach to the outcome

⚾ Baseball season means cool, new MLB Jerseys! 🧢 Endless Aisles means any fan, at any location can be offered the latest and greatest MLB Jersey regardless of if your location carries the product.

1. Team Members need to review the MLB Jersey Guide
2. MOD should ask what Jersey style is their favorite and how they would describe the fit and size. Coach as needed.
3. MOD & Team Member practice using the FAN method but work in a conversation starter question like “What MLB team are you following?” or “Who is you favorite MLB player this year?”
   • Come up with a few more questions to ask the guest and offer Endless Aisles.

Party Review Priority Topic 3/18-3/30: Endless Aisles

Endless Aisle is the Top Priority for the company. WHY? Our aim is to NEVER SAY NO to our Guest. Endless Aisles means it’s not just about your local assortment at your location; the companies inventory is what you can offer as a solution to our guests.

The challenge is for all stores to achieve 3% of weekly sales, so it’s time to practice and perfect how we offer Everything a Fan Could Need! For the stores at or above a 5%, keep raising the bar of excellence for Rally House to show what’s possible!

MOD’s

1. Conduct the regular Party Review during the initial Connect, including the weekly RR Coaching topic. Team members must review all Zipline messages and tasks every shift.
2. Allow time for team members to review the priority topic and resources.
3. During Rally Rounds:
   • Connect and practice the RR Coaching Topic Skill Drill as needed.
   • Celebrate your teams success and update the team on Endless Aisle results by using the updated⚡Zone Chart .

RR Coaching Topic

• Endless Aisle Skill Drill, practice makes perfect! MOD conduct during Rally Rounds.
• Observe interactions with team member and the guest and provide feedback.

✨Additional Coaching Resources

• Endless Aisle Process
• Endless Aisle Return Resource
• Endless Aisle Process Video

Endless Aisles FAQ

Q: Does it matter which store is selected in Sitoo and if the item is in stock?

• A: NO. The direction is to validate availability on the Rally House website, and if the item is available, select ANY store in Sitoo. The One Pager clearly outlines qualifiers.

Q: Does the guest receive any update on their order?

• A: YES. Your role is to confirm their information, as outlined in the Endless Aisles Process guide. The guest will receive an email once the item has shipped or cannot be fulfilled.

Q: Has there been an increase in customer service issues because Endless Aisle orders can’t be fulfilled?

• A: NO. Ordering through Endless Aisles is no different than placing an order online, except the store receives the revenue and the guest gets free standard shipping. This process replaces the free shipping coupon.

Skill Drills serve as an essential coaching tool that helps reinforce learning and cultivate the behaviors we desire to see. Utilize the below⬇️during the Party Review, Rally Rounds, or Store Visits.

The purpose of this policy is to establish procedures covering the proper opening of the store at the beginning of the day. Following proper store opening procedures is important to ensure that tasks are not overlooked, and the store is set to be successful before each day.

• An approved Key Carrier must be scheduled every morning to open the store. This will be a member of the Management team (Store Manager, Assistant Store Manager, Manager in Training, or Team Sales Lead).
• Each member of the Management team should have a front door key checked out to them following the Store Keys Policy.
• Upon entry into the store, the store doors should be relocked and remain locked until opening.
• The opening Manager should use the alarm panel to disarm the store by punching in their code+1 (OFF).
• Employees have 60 seconds to disarm the building upon entering.
• Registers should open at the approved register till amount unless they were closed the previous day under this amount due to a cash return.
• Before taking the deposit from the previous business day to the bank, check and ensure the store does not need a change order.
• When taking a deposit to the bank, the deposit must be inside of the clear deposit bag. The clear deposit bag is then inserted into a vinyl bank bag. The bank bag is then placed into a retail bag (either plastic or paper) when it is removed from the store.
  • This is to keep the bank bag disguised for the safety of team members.
• Unlock to store doors at the approved opening time.

The purpose of this policy is to establish procedures covering the proper closing of the store at the end of the day. It is important that all tasks be properly completed to assure a smooth opening the next day. Personnel will most likely be different upon opening, so all tasks must be accomplished without need to communicate follow up task or handle issues that can only be handled by those closing at the end of the day.

• An approved Key Carrier must be scheduled every night to close the store. This will be a member of the Management team (Store Manager, Assistant Store Manager, Manager in Training, or Team Sales Lead). At the scheduled closing time, close the doors and lock them.
• Each member of the Management team should have a front door key checked out to them following the Store Keys Policy.
• At the approved closing time, the store doors should be locked and remain locked.
• Registers should be counted and closed to the approved register till amount after the doors are locked.
• Create a deposit to be taken to the bank on the following business day.
  • Deposits need to be counted by two employees and both employees who counted the deposit sign the deposit slip.
• Place the store’s lockbox in the designated area at the cashwrap with camera view for the opening Manager to locate the next business day.
• Both closing employees should sign off on the Door Log(s).
• The closing Manager should use the alarm panel to arm the store by punching in their code+2 (AWAY).
• Employees have 60 seconds to leave the building after it is armed. Both employees exit the store at the same time.

• During most of the year, the phone greeting a store employee uses to answer the phone is “Thank you for calling Rally House (store name), this is (employee name), how can I help you?”
• During the Holiday season, the phone greeting a store employee uses to answer the phone is “Season’s Greetings from Rally House (store name), this is (employee name), how can I help you

Setting Up Inbox Rules:

1. When a caller leaves a voicemail, it will automatically send an e-mail to the e-mail on file for the phone number, which is the store’s e-mail.
   • Setting up inbox rules will allow for these e-mails containing voicemails to be marked as high priority in the store’s inbox and alert the MOD checking e-mail that there is a voicemail.
2. Select an e-mail in the inbox from AT&T Office@Hand and double click on the e-mail. The contact dialog box will appear.
   • Click “Add Contact”
3. Select Settings (gear symbol) in the top right corner.
   • 
4. Select “View all Outlook settings”.
   • 
5. Select “Rules” from the left column and then click “+Add new rule”.
   • Set the name of the rule as AT&T.
   • Add a “From” Condition with the contact added- AT&T Office@Hand.
   • Add the action of “Mark with importance” and select high as the level of importance.
6. Click save.

1. When a store does not answer a phone, the customer is given the option to leave a voicemail. Voicemails should be checked for and listened to every fifteen minutes via store e-mail.
2. When the store receives a voicemail, a high importance e-mail will come through from AT&T Office@Hand if the inbox rules were set up correctly.
3. To access the voicemail, click on “here”.
4. Sign into AT&T Office@Hand with the store’s e-mail and password.
   • The password is RallyHouse1989.
5. The voicemail box for the store will load.
6. Listen to the voicemail from the customer by pressing the play arrow.
7. Check the box next to the voicemail and select delete.
8. The employee in charge of listening to voicemails should call the customer back and delete the voicemail so the next employee does not think this voicemail is unresolved.

Any customer who leaves a voicemail should receive a call back to ensure that their question, issue, or concern is properly addressed. Calling our customers back promptly will provide to a memorable experience.

1. The employee in charge of listening to voicemails should be the employee to call the customer back.
2. When the customer answers their phone, the employee should say
   • “Hello my name is (employee name) with Rally House and I am returning the voicemail that you left.”
3. While talking on the phone to customers the employee should smile.
4. Never assume or guess an answer to a customer’s question.
   • Ask the customer if you can place them on hold while you find the answer to their question(s).
     • Use the “Hold” button to place a customer on hold.
5. Continue to help the customer over the phone and ensure that you are providing a great experience for them.
6. When finished with conversation ensure that the customer does not need anything else before you hang up the phone.