Award Criteria

1. CAMPUS CONNECTION
The store has established and maintains multiple channels of communication to the campus community to cultivate loyalty, hone market awareness, and strengthen service.
 

“The college store strives and thrives within the context of its campus community. The vital, dynamic, and forward-thinking store identifies, builds, and sustains relationships with key partners on campus to fulfill its mission and meet owner expectations.” 
                                                                                                —Tommye Miller
 

Documentation
Screen captures; print materials; program descriptions; testimonials
 

Examples
Please provide specific examples of how your store initiates, builds, and maintains connections with campus constituencies, such as students, faculty, staff, administrators, and the local community. Here are some of the ways you may connect with your campus community:

• Does the store sponsor a bookstore advisory committee or counsel?
• Does the store have a faculty authors section and/or host a faculty/staff appreciation event?
• Does the store partner with alumni services to target this vital market?
• Does the store have an established and supportive relationship with student government?
• Does the store utilize technology to stay in touch with customers? For example, does it fully utilize its Web site, not only to facilitate Internet sales, but to inform, gather customer data and feedback, and promote programs and services?
• Does the store cosponsor campus events and lectures, and does it make donations to campus organizations (e.g., raffle merchandise)?
• Does the store encourage student internships and employment?
• Is store staff made available to make presentations at faculty meetings and/or student orientation?

2. ACADEMIC SUPPORT
The store recognizes that supporting the academic mission of the institution it serves is mission-critical and integrates that awareness into everything it does.
 

Documentation
Faculty/administrator testimonies

Examples
Please provide specific examples of how your store supports academic research and instruction on your campus. Here are some ways you may provide academic support to your institution and community:

• Does the store sponsor a textbook advisory committee or board to involve faculty and students in course materials issues and policies?

• Does the store play an advisory role in matters of curriculum and course materials? Is the store a central source of information on course materials, copyright, textbook prices, packages, etc?
• Does the store’s merchandise mix support and reflect the institutional image?
• Does the store offer a full range of reference and study aids?
• Are faculty/staff involved in product selection (e.g., specialized titles)?
• Does the store offer special orders?
• Does the store reflect the prevailing campus culture (e.g., is it sensitive to campus politics and values)?

3. CUSTOMER COMMITMENT
The store demonstrates its commitment to identifying, anticipating, and meeting its customers’ needs through its programs and services.
 

Documentation
Testimonials from students/faculty/staff/alumni, et al.; program descriptions and/or materials

Examples
Please provide specific examples of how your store identifies and fulfills customer needs. Here are some ways your store may demonstrate its commitment to customer service:
 

• Does the store conduct customer service training for new hires and promoted staff? Are employees taught customer-friendly techniques such as hand selling?

• Is customer service training ongoing (e.g., is it a topic at staff meetings)?
• Does the store have a customer service recognition program to encourage staff service excellence?
• Has the store implemented customer service programs that offer value and convenience to their market (e.g., frequent buyer program, special orders, etc.)?
• Does the store partner with vendors to deliver value to its customers (e.g., through promotions, special pricing, demonstrations, etc.)?
• Does the store take advantage of off-site and branch/satellite sales opportunities, in effect, taking its services to the customer?

4. SHOPPING EXPERIENCE
The store recognizes that shopping meets both tangible needs (by providing necessary and/or desirable merchandise) and intangible needs (by presenting that merchandise in an ever-changing, engaging, and dynamic way) and it accomplishes these objectives in a consistent, aesthetically pleasing, and compelling fashion.

Documentation
Photos; testimonials;
 

Examples
Please provide specific examples of what your store has done to make the customer shopping experience interesting and exciting. Here are some things you may be doing to enhance your customers’ shopping experience:

• Is the store a dynamic space; does it convey immediate excitement to entering customers?
• Does the store enhance the institution’s identity and image?
• Is the store well-organized, with effective use of traffic flow and signage?
• Is the store clean and uncluttered, yet visually dynamic and exciting?
• How regularly do displays change?
• Does the store take advantage of opportunities, such as display windows?
• Is the store well-merchandised (e.g., are bargain books upfront, is there a mix of face-out and spine-out, are impulse fixtures used properly, etc.)?

5. WORKPLACE CULTURE
The store demonstrates through its policies and programs that it is committed to the workplace satisfaction and professional development of its staff.
 

Documentation
Employee testimonials, training materials, program descriptions

Examples
Please provide specific examples of the store’s policies and programs that promote a healthy workplace and support professional development. Here are some actions your store may have taken to enhance its workplace culture:

• Has the store adopted an ethics policy and addressed its implementation in training sessions, staff meetings, etc.?
• Does the store have a comprehensive training program for all store employees?
• Is the store committed to promoting from within, when appropriate?
• Are continuing education and professional networking opportunities made available? Does the store belong to state and regional associations?
• Do employees have access to trade publications in the store?
• Is the store flexible about scheduling to accommodate employees taking classes?
• Does the store offer benefits that support employee health and financial security (e.g., health insurance, 401(k), etc.)?
• Does the store employ staff incentive or rewards programs?
• Is there a succession plan?
• Is there a tuition reimbursement program for job-related education?

6. PROFITABILITY
The store meets its financial obligations to its academic institution, its board of directors, or its parent company.
 

Documentation
Financial Statement

Examples
Please provide specific information about the store’s financial objectives, benchmarks, and reporting structure to demonstrate its soundness and professionalism in this arena. Here are some ways your store may ensure profitability and accountability:

• Does the store use financial benchmarks for strategic goal setting?
• Does it gather data to support the use of appropriate performance measures (e.g., sales per square foot; turnover; ROI; sell-through; and used textbook ratio)?
• Do the store’s financial goals address the appropriate stakeholders?
• Does the store effectively communicate key financial information to its stakeholders?