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Floor Coaching Certification 2.0

What good looks like
on the floor.

Five sections, 28 observations. Walk through what each section is actually measuring — then explore the form on your own terms.

5 Sections
6-Stop Walkthrough
Interactive Form
Floor Coaching Certification 2.0
FULL FORM
Floor Coaching Certification 2.0
Date
Store
Manager/Associate
DM
1 — Floor Awareness & Leadership Presence
Actively positioned to see customer flow, rep behavior, and sales opportunities?
Balancing customer support with coaching without taking over?
Knows which reps need support today based on goals or recent results?
Store ready: clean, staffed, staged, execution-focused?
Using downtime for coaching, role play, or floor observations?
Notes
2 — Customer Experience & Interaction Quality
Customers greeted quickly and with clear ownership?
Premium Welcome used consistently and naturally?
Listening for quality discovery — not just whether a rep is talking?
Team asking questions that uncover voice, Tablet/Home Internet, features/ protection, and accessories?
Stepping in when experience is slipping — without embarrassing the rep?
Handoffs clear, smooth, and customer-friendly?
Notes
3 — Sales Execution & POS Quality
Using POS and reporting to identify gaps and transaction quality issues?
Helping reps identify the full opportunity before or during key transactions?
Checking that quotes, promos, and expectations are explained clearly?
Reinforcing the team's committed sales tactics during live interactions?
Validating reps are attempting complete solutions — not just completing transactions?
Addressing missed opportunities quickly with a specific coaching point?
Notes
4 — Coaching Behavior & Rep Development
Each rep knows their daily goal, current gap, and focus behavior?
Giving specific, behavior-based feedback instead of general encouragement?
Using role play or demonstration when a gap is observed?
Coaching to the interaction model: Greet, Ask, Recommend, Thank?
Adjusting coaching based on rep skill level, confidence, and performance?
Following up after coaching to see if the behavior improved?
Notes
5 — Performance Ownership & Follow-Through
Can explain the biggest performance opportunity in the store today?
Can connect observed behaviors to performance results?
Documenting meaningful observations, commitments, or next steps?
Coaching actions tied to a measurable outcome?
Knows what needs to happen before the next check-in?
Notes
Floor Coaching
FLOOR COACHING CERTIFICATION   2.0
Click any row to expand
Date
Store Location
Manager / Associate
District Manager
#
Observation
Why It Matters
Y / N
Notes
▼

Every row is clickable.

Open any observation to see what good looks like in practice. Explore as many or as few as you want.

The Point

Check what you saw.
Coach what you checked.

A certification form you don't debrief from is just documentation. If the rep hears it next week, it's paperwork. If they hear it today, it's coaching.

Rule 01
Check what you actually saw — not what you assume a good rep probably did.
Rule 02
Write notes that name the moment — the specific words, the specific behavior.
Rule 03
Debrief the same day. If you wait until next week, the moment is gone.
Rule 04
End with one behavior to keep and one to improve. That's the coaching moment.