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Last Updated: Feb. 1, 2013

Best Buy Merchandise Auditing Customer Experience Audit

The Leader in Customer Experience Innovation

5500 Feltl Road | Minnetonka, MN 55343 | www.bestmark.com | 1-888-705-2840

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 .................................................................................................................................................................................4 PROGRAM INSTRUCTIONS AND CERTIFICATION TEST .......................................................................................................................................5

VISIT OVERVIEW AND GENERAL AUDIT INFORMATION ................................................................ 6 ARRIVING AT THE STORE ...............................................................................................................................................................................6 LEAVING THE STORE .....................................................................................................................................................................................7 SIGNING IN/OUT OF THE THIRD PARTY VENDOR SYSTEM..................................................................................................................................7 HOW TO USE THE SCANNING (TELXON) GUN ..................................................................................................................................................8 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/VISIT 2 .................................................................................................................................. 13 Ad Set (Scanning Gun is required for this section) .................................................................................................................................... 13 Downstocking ........................................................................................................................................................................................... 15 Store Atmosphere ..................................................................................................................................................................................... 21 Functionality ............................................................................................................................................................................................. 22

APPENDIX A – UPDATES ................................................................................................................ 33

APPENDIX B –FREQUENTLY ASKED QUESTIONS ........................................................................ 34

APPENDIX C – GLOSSARY ............................................................................................................. 37

IF YOU HAVE ANY QUESTIONS WHILE PERFORMING AN AUDIT IN-STORE, PLEASE CONTACT BESTMARK AT 1-888-705-2840.


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 at the locations they have audited.

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.

You must notify the Sales Support Manager or Manager on Duty of your arrival and purpose of visit, and ask to sign in in the Third Party Vendor Log book. You will print an Authorization Letter to present to the manager as well that will explain the purpose of your visit. In addition, you must ask the manager where you can sign into the Third Party Vendor System. Upon leaving, all auditors must sign out of the Vendor Log book and Third Party Vendor 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 –You will need to wear a solid-color (no pattern or logos), preferably green, button down or polo shirt while performing the audits, or an official BestMark logoed auditing shirt if you have one.

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. You MUST arrive prior to 10:00 am so you can begin the audit promptly at 10:00 am and cannot 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 audits being performed and the auditor’s efficiency. 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 a Visit after you have passed the Certification Test for that Visit.

You MUST fully complete your Visit on that same day. A Visit may not spill over into the following day.

You will receive a notification email when Visits are available to be assigned for an upcoming wave.

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.


VISIT OVERVIEW AND GENERAL AUDIT INFORMATION

There are currently four different audit types (components), which are grouped into one audit set or Visit. The

Visit, or audit set, MUST be performed on the day it is assigned and must be completed that same day. The

individual components MUST be performed in the order listed below. NOTE: During some months, only two

(Downstocking and Functionality) of the four audits will be included in the Visit, as shown below under VISIT 2.

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.

VISIT 1: (4-5 hours in-store)

Ad Set (Requires Scanning Gun)

Downstocking (Requires Scanning Gun)

Store Atmosphere

Functionality

VISIT 2: (2.5-3.5 hours in-store

Downstocking (Requires Scanning Gun)

Functionality

NOTE: Downstocking and Ad Set,Audits must be completed BEFORE 2PM. The Functionality audit should occur AFTER 11AM.

ARRIVING AT THE STORE

Upon entering the store through the Exit door 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 Sales Support Manager (SSM) or the Manager on Duty. (It is important to enter

through the Exit door, so that you are not counted as a customer.) If there is not employee present,

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

also sign into the third party vendor system through Employee ToolKit at a Customer Kiosk. Additionally, you

MUST ask the 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 SSM 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 third party vendor system. You should explain that you

will need to sign in and out on the third party vendor system each day you are in the store.

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

o A fully charged scanning gun is required for:

Ad Set and Downstocking

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:

Downstocking


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 BestMark 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 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 SSM or MOD 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. Downstocking Reports retrieved and photocopied 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 Third Party Vendor System

Please make sure you log out of the third party vendor system through ETK at a Customer Kiosk and sign out on the Vendor Log Book.

SIGNING IN/OUT OF THE THIRD PARTY VENDOR SYSTEM

SIGNING IN to the Third Party Vendor 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 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 Third Party Vendor System and

will be provided a confirmation code to write down for your records. SIGNING OUT of the Third Party Vendor 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.

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 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 Third Party Vendor 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 in, do not spend more than 5 minutes attempting to get the system to work properly. If the Third Party Vendor System 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:

Downstocking

Ad Set

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

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


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.

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.

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 submit an inquiry through the reporting site, which is accessed through the link 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, either you will incur deductions, or your audit will not be accepted, depending on how many photos are missing. 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. 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), 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 your audit day.


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:

Downstocking

These audits require a working Telxon: Downstocking

Ad Set

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. See the Scanning Gun section of Appendix B – Frequently Asked Questions for more troubleshooting tips on the Telxon.

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: If Ad Set and Downstocking can’t be completed due to the absence of a working Telxon, Store Atmosphere and Functionality SHOULD STILL BE CONDUCTED. If Downstocking can’t be completed due to a non-functioning printer, you SHOULD STILL CONDUCT the Ad Set, Store Atmosphere and Functionality. Visit 2: If Downstocking can’t be completed due to the absence of a working Telxon or printer, you SHOULD STILL CONDUCT the Functionality audit. 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. 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.


VISIT 1/VISIT 2

Ad Set (Scanning Gun is required for this section)

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 IN ALL STORES. SEE YOUR DISPATCH ASSIGNMENT SHEET TO DETERMINE IF APPLIANCES IS AUDITED IN THE STORE YOU ARE AUDITING.

The Ad Set audit should be completed before 1 pm. The purpose of this audit is to check 20 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 20 products (including items from the front and back page). Circle your 20 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 20 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 Consoles, 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 20 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). Do not check the Weekly Ad price; only the scanned and posted prices.

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 Downstocking 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.

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


Downstocking

PHOTO REQUIREMENTS FOR DOWNSTOCKING: 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 DOWNSTOCKING AUDIT IN THE APPLIANCES DEPARTMENT IN ALL STORES. SEE YOUR DISPATCH ASSIGNMENT SHEET TO DETERMINE IF APPLIANCES SHOULD BE AUDITED IN THE STORE YOU ARE AUDITING.

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

Before starting the Downstocking 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 Downstocking 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 ALL STORES 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 Downstocking 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 Downstocking Report from the printer (refer to “Printing the Downstocking Report” later in this section).

Immediately note on the Downstocking 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 Downstocking Audit in all of the departments, you will need to use the data from the Downstocking 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 Downstocking 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.

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 Downstocking

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

Example A

Example B



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

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

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

6. Click Apply

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

8. Click Next




Example 3

Lookup SKU/Price Details Menu

Click the Downstock button to

access the Downstock screen

Example 3a

Note: for manual entry of SKU #,

use the keypad to enter the #

and click Find

Example 4

Downstock Screen

Printing the Downstocking Report

You will need to print a separate Downstocking 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 Downstocking

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 Downstocking 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 Downstocking 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

Downstocking 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

Downstocking Audit.***

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

Downstocking 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 Downstocking 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 Downstocking 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.


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 completely free of trash and debris

Sidewalk

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 including trees, shrubs, and all plant life trimmed, free of weeds and healthy in appearance? 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 and debris? If there is any trash in the landscaped area, please take a picture.

If the location had a grassy area, was the grass mowed, edged, green in appearance and free of bare spots and weeds? If not, please take a picture.

If the location had a mulched or rock area, were the mulch and rock areas even in color with no color variation? If not, 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 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)

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 vacuumed and free from loose tiles, ripped carpet and stains or gum spots.

If the store had a tile floor racetrack or tile floor in appliances, the tile floor must be shiny and free of streaks and stains.


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. NOTE: Wait until the restroom is empty before taking any necessary photos.

Restroom

o Restroom floors free from debris and grout is clean.

o Restroom fixtures, such as sinks, countertops, mirrors, partitions, vents, toilets and/or urinals clean and free of dust, debris, stains and residue.

o Soap dispensers and paper supplies were stocked.

Functionality

PHOTO REQUIREMENTS FOR FUNCTIONALITY: Photos of the non-functioning item are required for all non-compliant scores (e.g. a blank screen, non-functional message on a screen, visible damage, etc.). Multiple items can be photographed together as a group to minimize the number of photographs required and so as all items are clearly visible. You MUST provide CLEAR photographs for all non-functioning items 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. However, if ALL displays for a product type (e.g. Notebook Computers) are not functioning, you do not need to record all the SKUs, but should indicate that all items of that product type were not functioning. 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 or include these items when counting number of items present. 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,Digital SLR Cameras, Digital Camcorders

o Mobile Electronics Department: Decks, Speakers

o Headphones area: The headphones section you will could be anywhere in the store, EXCEPT in the MP3 player area. The headphones in the MP3 player area are evaluated separately as part of the Best Buy Mobile audit.

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

o Magnolia Home Theater Department: AV Experiences, Bowers&Wilkins Endcap, Sonos Endcap, Flat Panel TVs, Studio 1, Studio 2, Headphones Display

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/Shelf: Only check monitors on the wall or on a shelf, 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 Windows 8 Demo content, or the Demo must be able to be launched.

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.

Desktop Computers/CPUs WITH Monitors (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 Windows 8 Demo content, or the Demo must be able to be launched.

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.

ONLY check desktop computers that are hooked up to monitors

Do not check 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 AND showing Apple Demo content. All-in-One Computers (has only a monitor/screen and keyboard; no tower): To be considered functional All-in-One 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 Windows 8 Demo content, or the Demo must be able to be launched. (excluding all Apple

products) Apple All-in-One Computers (iMac): Apple’s All-in-One computers will not be carried in all stores; they are displayed on the Apple Solutions Table. To be considered functional, Apple All-in-One computers must be plugged in and powered on AND showing Apple Demo content.

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'.)

Digital Imaging Department: Point- and-shoot Cameras, 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.

Point-and-Shoot Cameras must also be secured.

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.

Digital SLR Cameras must also be secured.

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

audit Nikon D90 SKU 8975184 for functionality due to a cable being unavailable that affects functionality.

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.

Camcorders must also be secured.

Mobile Electronics Department: Decks, Speakers 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.


Headphones:

The headphones section you will evaluate as part of the Functionality could be anywhere in the store, EXCEPT in the MP3 player area. The headphones in the MP3 player area are not evaluated as part of this audit.

To be considered functional, audio should be heard from both the left and right side when the corresponding button is pressed for each headphone displayed. It may be necessary to select music genre and turn up the volume on the selector panel located in the middle of the display.

Speaker Amps: Amps can traditionally be found underneath the speaker and deck displays. To be considered functional, the amps must be powered. To test power, press the corresponding button to select the amp after selecting a set of speakers to test. If amp is functional, sound coming from the speakers should get louder.

Subwoofers: Subwoofers can traditionally be found underneath the speaker and deck displays. To be considered functional, the amps must be powered. To test power, press the corresponding button to select the amp after selecting a set of speakers to test. If amp is functional, sound coming from the speakers should get louder.

Home Theater Department: Large TVs (wall-mounted), Small TVs (in-line, non-mounted), Sound Bar Display, Bookshelf/Subs/Tower Center Speakers, In Wall/On Wall Speakers, Samsung Interaction/Internet TV Endcap, Calibration Geek Squad, 3D Experience Area

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

inline fixtures (i.e. shelves in the regular selling location, not end caps). NOTE: Some stores

may have no wall-mounted TVs or TVs that are on permanent fixtures. If all TVs were on TV

stands, these TVs should be evaluated in the Small TVs category and you should leave the

Large TVs section blank. In this case you will need to contact BestMark to manually submit

your survey for you after it is complete.

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 Best Buy content

Do not push any power buttons on TVs

For non-wall mounted Plasma/LCD/LED TVs, do not include any displayed on tables or other temporary fixture

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

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 and/or try powering on if unit appears to be off)

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 the remaining category (Bookshelf/Subs/Tower Center Speakers). Ask an associate for assistance if necessary.


Samsung Interactive/Internet TV Endcap (Hi TV):

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


All components (TV, sound and tablet PC/touch screen) must be powered on (DO NOT press power)

TV must be showing a clear pictured display

TV must be playing Samsung Internet TV-related content

Is the TV volume, when interacted with, set to a level a consumer can easily hear?

Remote needs to be present

TV must be able to connect to internet

Calibration: To be considered functional:

All components must be powered on (DO NOT press power) TV must be showing a clear pictured display Needs to be playing Geek Squad/Best Buy content

3D Experience Area: To be considered functional:

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

Magnolia Home Theater Department: AV Experiences, Bowers&Wilkins Endcap, Sonos Endcap, Flat Panel TVs, Studio Room 1, Studio Room 2, Headphones Display This department will not be in all stores. Please check your dispatch assignment sheet to see if there is a Magnolia Home Theater department in the location you are auditing. Note: If the location are you auditing is supposed to have an MHT Department and you cannot locate it, you MUST ask a Best Buy associate where it is. If, after asking an employee, you are still unable to locate the MHT department, you must notify BestMark immediately FROM THE STORE with the details. AV Experiences There will be at least two AV Experiences in each Magnolia Home Theater department. If there appear to be more than three AV Experiences, you will only evaluate the three described in these instructions. AV Experiences are full home theater setups with a flat screen TV, audio/video components (receiver, Blu-ray and floor-standing speakers), and a TV stand. AV Experience 1 and 2 are located prominently upon entry into MHT room. You will evaluate each AV Experience to determine whether it was functional. To be considered functional, the AV Experience must:

Be powered

Showing a clear picture

Producing a clear sound (if you don't hear sound, use the remote control or volume knob on receiver to increase volume. If you need assistance using the remote, contact an associate.)

You will also evaluate whether or not the AV Experience included the correct furniture and/or display. o AV Experience 1 must have a coffee table and theater-style chairs across from the display. o AV Experience 2 must have theater-style chairs across from the display. (AV Experience 2 can

always be found on the back side of AV Experience 1.) o AV Experience 3 (situated on the wall next to a Studio Room, facing the interior of MHT) must have

a demo loop from Control4 running. (This demo loop will show various scenes, with the Control4

logo visible throughout. No chairs or seating area is part of AV Experience 3.).


Bowers&Wilkins Endcap You will determine whether there was a Bowers&Wilkins Endcap displayed in the store, as shown at right. To be considered functional, the Bowers&Wilkins Endcap must:

Have MM1 speakers (2), Zeppelin iPod Dock (football shaped

speaker situated in center of display), A5 Speaker and P5

headphones on display powered on

Play sound from the video loop through the Bowers&Wilkins

Zeppelin iPod dock. (Press button if no sound is initially heard;

follow the operation instructions found on display or ask an

associate for assistance)

Have a Mini plug visible to connect personal audio device into

the MM1 speakers and P5 headphones


Sonos Endcap You will determine if there was a Sonos Endcap displayed in the store as shown below.

To be considered functional, the Sonos Endcap must have:

Display screen powered on

Music coming from the speakers

Demo smart phone connected to a red pedestal, powered on

'Demo Video' button that engages Sonos demo video on display screen

Sonos SUB Subwoofer connected and playing sound

Round speakers on the 2nd shelf and music coming from the speakers.

Flat Panel TVs The flat panel TVs are merchandised on walls within the main MHT space and include TVs on stands and the TV wall. (Do NOT included TVs that are part of AV Experiences.) To be considered functional, flat panel TVs must be:

Powered on

Showing a clear picture and the same content

You will determine how many Sound Bar Speakers were present on or inside of the flat panel TV stands.


Studio Room 1 You will verify that there was movie sound/music playing upon entering the room. To be considered functional, TVs in Studio Room 1 must be:

Powered on

Showing a clear picture

You will determine how many Receivers are on display on the receiver wall. (Do NOT include equipment in the bottom row as these items are not receivers) You will determine how many sources were on display. (Sources are located in the last row underneath the receivers and include Blu-ray, CD, Satellite boxes and TiVo boxes.) You will evaluate the receiver wall to determine if all TVs, Receivers and Sources were turned on. (Blu-rays will go to sleep after some time, so you may have to press the Power button to confirm they are powered) You will verify that all speakers and subwoofers were lined up in an orderly manner, facing into the room. (The front of the speakers along each wall should line up evenly and speakers should be spaced evenly. Speakers/subwoofers that are place in the corners should be facing the center of the room.) You will verify that the Touch Panel monitor is on and functional. (The Touch Panel is a screen which shows computer images of AV receivers and speakers which can be selected for demonstration by touching the screen. You may need to push the power button, which is located on the side of the monitor.) Test the Touch Panel monitor to ensure that you can select the source, A/V Receiver, Front Speakers, Center Speakers, Rear Speakers and Subwoofer by pushing the appropriate on-screen button. Test the projector screen to ensure it is functioning. (Flip the switch on the wall near or behind Touch Panel to ensure it drops down from the ceiling. If the screen is down, flip the switch to ensure the screen goes back up.) You will verify that there was a front projector installed on the ceiling. You will also record whether or not the projector was turned on, projecting a large image onto a screen. Studio Room 2 (Some locations will not have a Studio Room 2) You will verify that there was movie sound/music playing upon entering the room. Test the projector screen to ensure it is functioning. (Flip the switch on the wall near or behind Touch Panel to ensure it drops down from the ceiling. If the screen is down, flip the switch to ensure the screen goes back up.)


Verify that there was a front projector installed on the ceiling and that the projector was turned on upon entry, projecting a large image onto a screen. To be considered functional, TVs and receivers in Studio Room 2 must be powered on and TVs must be showing a clear picture. Verify TVs are accompanied by a surround/AV system (furniture, AV receiver, Blu-ray, center speaker and floor-standing speakers). Verify that all speakers and subwoofers were lined up in an orderly manner, facing into the room. (The front of the speakers along each wall should line up evenly and speakers should be spaced evenly. Speakers/subwoofers that are place in the corners should be facing the center of the room.) Headphone Display You will determine if there was a dedicated Headphone Display mounted to the slat wall next to the cables and accessories. (The display has a teak-wood finish with 8 spots for headphones mounted to the accessory wall.) You will verify that:

Each headphone was connected into the

display

Each headphone played music once the 'play'

button was pushed

Each genre of music played when the

respective genre button was pushed. (You only

need to test each genre once)

The volume adjusted up and down when you pushed the respective volume control

The tracks advanced each time the 'play' button was pushed

There was there a jack in which to plug your own device


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 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

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.

Turtle Beach Headset Endcap The Turtle Beach Headset Endcap may not be found in all stores. These displays should have a touchscreen that is responsive and headsets that provide sound when selected. The LCD TV should display video content.


APPENDIX A – UPDATES

Monitor this section for important updates.


APPENDIX B –FREQUENTLY ASKED QUESTIONS

General 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 the third party system? A: Do not spend more than 5 minutes attempting to get the system to work properly. If the system 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: What should I do if I arrive to the store and realize I forgot to bring my printed materials? A: If it is prior to 10 am and you can return home to retrieve your printed materials prior to the 10 am start time, you must do so. If this is not possible due to distance, contact your scheduler to reschedule the audit. .

You must not ask to use the store’s printer or ask for a knowledgeable employee’s help to print out these materials or to assist you with 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 be offered 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: If Ad Set and Downstocking can’t be completed due to the absence of a working Telxon, Store Atmosphere and Functionality SHOULD STILL BE CONDUCTED. If Downstocking can’t be completed due to a non-functioning printer, you SHOULD STILL CONDUCT the Ad Set, Store Atmosphere and Functionality. Visit 1A: If Downstocking can’t be completed due to the absence of a working Telxon or printer, you SHOULD STILL CONDUCT the Functionality audit.


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 should I do if I get a “Security Alert” message?

A: If you get a Security Alert message that indicates there is a problem with the site’s security certificate, do not be concerned. Hit the Enter button 2-3 times until the message disappears.

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 should I do if I get an ‘invalid bar code’ message?

A: If the scanning gun is not scanning or you are getting an ‘invalid bar code’ message, return to the Main Menu

and try accessing Inventory Integrity, then click Look-up SKU/Price and try scanning again.

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

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. 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. 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. 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. 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. 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 third party 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. Pegs/Peg hooks: Pegs, or peg hooks, are hooks that attach to peg boards and are used to display products. 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.

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