Vail Resorts RetailLocation Name: Kjus Address: 15 West Thomas

Place, #C-3 Beaver Creek

Date: 02/22/2015 Day: Sunday Time: 12:30 PM Traffic: LightPSP Score: 100.00% (79/79) Overall Score: 100.00% (114/114)

Scoring Criteria:Excellent = 5, Above Average = 4, Average = 3, Below Average = 2, Poor = 1, Unacceptable = 0

Yes = 5, No = 0N/A = Both the actual and the possible points are thrown out, so as not to adversely affect the total score.

* = questions that will not be calculated in the PSP score.

Associate Information:This describes the associate that assisted you during your visit. Please evaluate only one associate.Associate Name: TaylorGender: FemaleHeight: AverageHair Length: MediumHair Color: BrownGlasses: No

Shopper ScenarioPlease describe your scenario here:I went into the Beaver Creek Kjus store looking for jackets.What question did you ask the associate?I asked Taylor what they had for ski jackets that were not down material but Primaloft or Thinsulate-like filled.

1. Exterior: When you approached the location: 100.00% (15 of 15)A. Was your overall impression of the window display professionally appealing?* Excellent 5/5B. Did the exterior signage look professional and appealing?* Excellent 5/5C. If snow was present, was it appropriately removed for safe access to the facility?* Excellent 5/5

Please explain your answers here:The Kjus window display was beautiful and exceptionally appealing. The exterior signage is attractive andinviting. There was no snow or ice present at the entrance.

2. Interior: When you went inside the location: 100.00% (20 of 20)A. Was the store neat, clean and organized?* Excellent 5/5B. Were the floors clean and free of debris?* Excellent 5/5C. Was the overall merchandise presentation professionally appealing?* Excellent 5/5D. If music was playing, was it appropriate for the environment and tuned to a suitable

volume?*Yes 5/5

Please explain your answers here:The store was exceptionally neat and clean. You could literally eat off the floor. The arrangement andpresentation of the merchandise was second to none. Truly one of the most beautiful and inviting stores I'veever been in, anywhere.

3. Attentiveness: 100.00% (5 of 5)As you entered the location were the associates attentive and display a sense ofurgency/hustle?

Yes 5/5

4. Greeting: Did the associate greet you: 100.00% (10 of 10)A. Within a reasonable amount of time after you entered the location? Excellent 5/5B. In a friendly, enthusiastic manner? Excellent 5/5

Please explain your answer here:The store was quiet at the time and Taylor greeted me and struck up conversation immediately. She wasvery friendly and enthusiastic, she really has a passion for the Kjus goods.

5. Grooming: 100.00% (7 of 7)A. Taking into consideration the nature of this location's business, was the associate

adequately dressed and groomed?Yes 2/2

B. Was the associate wearing a name tag? Yes 5/5Please explain your answer here:Taylor was adequately dressed and groomed for her role at the Kjus store considering the location.

6. Attitude: During your interaction, did the associate: 100.00% (15 of 15)A. Maintain a pleasant and responsive demeanor? Excellent 5/5B. Make direct eye contact? Excellent 5/5C. Smile? Excellent 5/5

Please explain your answers here:Taylor was very pleasant and responsive throughout our conversation. She made direct eye contact andsmiled when appropriate.

7. Knowledge: 100.00% (5 of 5)Was the associate knowledgeable about this location’s products and/or services? Excellent 5/5Please explain your answer here:Taylor was extremely knowledgeable about the Kjus ski clothing. She was very detail oriented in herdescriptions of fabrics, fit, feel, and difference from other ski clothing. She was also very knowledgeableabout the Kjus brand in general.

8. Focus: 100.00% (5 of 5)Did the associate display a genuine interest in assisting/serving you? Excellent 5/5Please explain your answer here:Taylor was sincerely genuine and spent as much time with me as I needed to get all my questions answeredand try on as many jackets as possible.

9. Valued: 100.00% (5 of 5)Did the associate make an effort to connect with you on a personal level or showinterest in you as an individual?

Excellent 5/5

Please explain your answer here:Taylor asked me about vacationing in Beaver Creek and what brought me out today.

10. Appreciation: 100.00% (5 of 5)As you left, did the associate offer a sincere thank you or other comment ofappreciation?

Excellent 5/5

Please explain your answer here:Taylor sincerely thanked me as we wrapped up our conversation.

Retail 100.00% (22 of 22)Number of customers ahead of you: 0Number of associates present: 1

1. Active Listening: Did the associate listen to your needs? Excellent 5/5Please explain your answer here:Taylor listened to my needs without the need for clarification or repetition.

2. Salesmanship: Did the associate ask follow-up questions to understand your needs? Excellent 5/5Please explain your answer here:

Taylor asked if I skied or snowboarded, what level I was, if I went in the trees or not, if I have trouble stayingwarm or stretching the jackets or pants I currently wear (for mobility).

3. Met Needs: Was the associate able to show you items that met your stated needs? Excellent 5/5Please explain your answer here:Taylor showed me several jackets that met me needs and were not down material. Kjus clothing is moreexpensive than other ski clothing brands but she explained why and how long items last so will actually costless in the long run.

4. Alternatives: If the associate was unable to show you items that met your needs, didthey offer alternatives?

Excellent 5/5

Please explain your answer here:Not applicable, there were plenty of items that met my needs so I didn't need Taylor to offer alternatives.

5. Return: Did the associate invite you to return to the store? Yes 2/2Please explain your answer here:As I was leaving, Taylor asked me to return to the store and seriously consider one of great jackets sheshowed me.

Summary of the Guest Experience:In one sentence, please describe your overall experience at this location:My experience at the Kjus Beaver Creek store with Taylor was one-of-a-kind, high class, educational andspecial.Based on this experience, using a scale of 0 to 10, where 0 equals "not a chance"and 10 equals "in a heartbeat", how likely are you to recommend this business to afriend?*

10

Receipt (if applicable)