1. CAMPUS CONNECTION
HOW WELL DOES YOUR STORE CONNECT WITH YOUR CAMPUS COMMUNITY?
1A. PLEASE ANSWER THE FOLLOWING QUESTIONS:
- Does your store ensure regular communication with campus leadership, including administrators, Provost, CIO, Library, etc?
- Does your store communicate its value to primary constituencies on campus?
- Is your store perceived as an important part of your campus’ mission?
- Is your store in touch with the challenges on campus and are you offering solutions?
1B. PLEASE PROVIDE EXAMPLES:*
Please provide specific examples of how your store excels in initiating, building, and maintaining connections with campus constituencies, such as students, faculty, staff, administrators, Provost, Library, CIO, and the local community. Feel free to include screen captures; print materials pdfs; program descriptions; testimonials.
*IMPORTANT: Please limit your explanations and examples in this section to a maximum of 1,200 words (typically 2 pages or less), and no more than 3 pieces of supporting documentation.
2. ACADEMIC SUPPORT
HOW WELL DOES YOUR STORE PROVIDE ACADEMIC SUPPORT TO YOUR INSTITUTION AND COMMUNITY?
2A. PLEASE ANSWER THE FOLLOWING QUESTIONS:
- Does your store play an advisory role in matters of curriculum and course materials?
- Does your store sponsor a textbook advisory committee or board to involve faculty and students in course materials issues and policies?
- Does your store reflect the prevailing campus culture (e.g., is it sensitive to campus politics, values and affordability concerns)?
- Is your store successfully addressing the ongoing transition from print course materials to digital course materials?
- Is your store exploring or implementing new and innovative course materials models to address student access, achievement and affordability?
2B. PLEASE PROVIDE EXAMPLES:*
Please provide specific examples of how your store not only recognizes, but is forward thinking in supporting the academic mission of the institution it serves is mission-critical and integrates that awareness into everything it does. Feel free to include faculty/administrator testimonials, if doing so helps illustrate your examples.
*IMPORTANT: Please limit your explanations and examples in this section to a maximum of 1,200 words (typically 2 pages or less), and no more than 3 pieces of supporting documentation.
3. CUSTOMER COMMITMENT
HOW DOES YOUR CUSTOMER SERVICE RATE?
3A. PLEASE ANSWER THE FOLLOWING QUESTIONS:
- Does your store encourage its team members to provide superior customer service by awarding/recognizing their achievements?
- Has your store implemented customer service programs that offer value and convenience while encouraging continued loyalty?
- Does your store take advantage of off-site sales opportunities; taking its services to the customer?
- Does your store make the event of purchasing course materials a unique and positive experience?
3B. PLEASE PROVIDE EXAMPLES:*
Please provide specific examples of how the store uniquely demonstrates its commitment to identifying, anticipating, and meeting its customers’ needs in a superior manner through its programs and services. Feel free to include testimonials from students/faculty/staff/alumni, et al.; program descriptions and/or materials.
*IMPORTANT: Please limit your explanations and examples in this section to a maximum of 1,200 words (typically 2 pages or less), and no more than 3 pieces of supporting documentation.
4. SHOPPING EXPERIENCE
WHAT WOULD A SECRET SHOPPER SAY ABOUT HIS/HER SHOPPING EXPERIENCE?
4A. PLEASE ANSWER THE FOLLOWING QUESTIONS:
- Does your store enhance and represent the institution’s identity and brand image?
- Is the entrance to your store a dynamic space; does it convey immediate excitement to entering customers?
- Is your store well-organized, with effective use of traffic flow and signage?
- (Are all signs consistent with fonts/colors/style?)
- Is your store well-merchandised (e.g., is the store layout attractive, are departments clearly signed, are the fixtures that are being used clean and unbroken, are shelves full or empty, etc.)?
- Are your display presentations inviting, interesting, creative and timely?
4B. PLEASE PROVIDE EXAMPLES:*
Please provide specific examples of how you have positioned your store to set the customer shopping experience apart from other retailers in terms of excitement and branding. Feel free to include supporting documentation that includes photos or testimonials.
*IMPORTANT: Please limit your explanations and examples in this section to a maximum of 1,200 words (typically 2 pages or less), and no more than 3 pieces of supporting documentation.
5. WORKPLACE CULTURE
IS YOUR STORE COMMITTED TO WORKPLACE SATISFACTION AND PROFESSIONAL DEVELOPMENT OF ITS STAFF? WOULD YOUR STAFF RECOMMEND WORKING THERE TO OTHERS?
5A. PLEASE ANSWER THE FOLLOWING QUESTIONS:
- Has your store adopted an ethics policy and addressed its implementation in training sessions, staff meetings, etc.?
- Does your store have a comprehensive training program for all store employees?
- Is your store committed to promoting from within, when appropriate, and does it have a succession plan?
- Are continuing education and professional networking opportunities made available, including belonging to and attending state and regional associations? Do employees have access to trade publications?
- Does the store provide staff incentives or special benefits for store employees?
5B. PLEASE PROVIDE EXAMPLES:*
Please provide specific examples of the store’s policies and programs going above and beyond to promote a healthy workplace and support professional development. Include examples of how your store demonstrates teamwork and collaboration among staff. Feel free to include employee testimonials, brief examples of training materials, program descriptions.
*IMPORTANT: Please limit your explanations and examples in this section to a maximum of 1,200 words (typically 2 pages or less), and no more than 3 pieces of supporting documentation.
6. PROFITABILITY
DOES YOUR STORE MEET ITS FINANCIAL OBLIGATIONS TO ITS INSTITUTION, ITS BOARD OF DIRECTORS, OR ITS PARENT COMPANY?
6A. PLEASE ANSWER THE FOLLOWING QUESTIONS:
- Does your store gather data to support the use of appropriate performance measures (e.g., sales per square foot; turnover; ROI; sell-through; and used textbook ratio)?
- Does your store use industry specific financial benchmarks for strategic goal setting?
- Does your store’s financial goals address the appropriate stakeholders?
- Does your store effectively communicate key financial information to its stakeholders?
6B. PLEASE PROVIDE EXAMPLES:*
Please provide specific information about your store’s financial objectives, benchmarks, and reporting structure to demonstrate its soundness and ensure profitability and accountability. In addition, please provide answers and/or supporting documentation for each of the following:
- How does your store financially provide support to the institution?
- Please share the following key performance indicators: 1) Sales per square foot, 2) Average course materials sell through, and 3) General merchandise turns or GMROI.
- Upload a financial statement such as IndiCo Financial Survey Report.
- Highlight success factors that contribute to your store’s profitability, including cost-saving initiatives, new revenue channels, etc.
*IMPORTANT: Please limit your answers and examples in this section to a maximum of 1,800 words (typically, 3 pages or less), and no more than 5 pieces of supporting documentation. Thank you.
