105 Store Standards Checklist

Have you reviewed the actions from the previous checklist?

Whilst standing outside the store (facing it), does the store look clean and inviting? (There should be no bins or clutter visible).

Is the pavement/floor immediately outside the store free from dirt, debris, litter and grime?

Is the stores main external signage clean, free from streaks and dirt? (If lights are relevant they also have to be in working order).

As you walk into the store is the entrance way clean and free from gum, litter and dirt?

Are the windows clean, free from streaks, grime and dirt? (internal and external, check corners etc).

Is the entire shopfloor clean and free from scuff marks, gum, stains, litter, dirt and grime? (Check behind counters and all parts front of house).

Are all litter bins visibly clean (not stained), do they have a bag in them to capture litter and are they emptied regularly? (not over flowing).

Are all shopfloor storage areas free from clutter as well as being clean and tidy? (Check behind counters and open cupboards).

Is the shopfloor 100% free of all customer data? (DPA Compliant).

Are all shopfloor bulbs and lights working?

Do all terminals work?

Are all adhoc maintenance issues reported? Can the store evidence ref numbers and evidence of chasing up if there is a delay?

Is the door from the shopfloor secure? (Need a code to access).

Is the carpet/floor clean and free from litter, food and debris?

Is access to all back areas (including fire exits) clear from obstacles and tripping hazards?

Is the operational desk (were the terminal is located) clean and tidy, free from clutter and debris?

Are all computer cables neat and tidy?

Is all stock in MSC order?

Are all repair items, 2nd and Faulty items, trade ins and demo handsets keep separate from each other and main stock items in a logical fashion?

Are all high value items secured in safe cabinets?

Is all relevant paperwork being data destructed as per How2?

Are all storage/office rooms (including managers office) clean and tidy and fit for purpose? (if a room is redundant or not used then it should not be used as a dumping room).

Does the store operate a de-clutter culture?

Does the store have a robust and easy to understand BSC tracking system? (Should cover WTD and MTD at the very least).

Are all KPI trackers upto date?

Are all certificcates, trackers and wall cascades upto date and relevant?

Are all chairs and seating areas safe and clean? Are they fit for purpose?

Is the toilet cubicle/area clean, free from litter, debris and old discarded toilet rolls?

Are all toilet seats and toilet basins clean and fit for purpose? (Check all toilets).

Are all sinks fit for purpose?

Is the kitchen area clean, free from old food, dirty plates, litter and debris? (Check behind appliances and inside cupboards).

Is the microwave clean and fit for purpose?

Is the fridge clean, free from old food/drink? (Check beneath/behind for cleanliness).

Are all appliances clean and used appropriately?

Can the store confirm that the toilet and kitchen is cleaned daily which includes a sanitisation process?

Are all demo/dummy handsets present and correct? (Check entire store).

Are all live demo handsets turned on?

Are all demo handsets charged regularly to ensure a consistent customer experience?

Are all cables/plugs hidden from view?

Can the store evidence that there is a daily routine to ensure a consistently positive demo experience for all customers?

Was there a clearly designated Customer Journey Leader (CJL) when you first entered the store?

Was there a fully completed brief? Can the BM to share with you a signed Supercharged Brief document?

Is the CJL actively using the stores Coversation Tracker along with the daily brief pack and discount tracker?

Is the conversation tracker being effectively used? (there should be no gaps).

Can the CJL explain what every customer, currently in store, is interested in buying? (This should include the customers upgrade availability and network).

Can the CJL tell you what their discount budget is and where they are WTD with it?

Can the CJL confidently tell you the stores daily and weekly postpay vol target?

Does the CJL know where the store is WTD on their volume actual vs target?

Does the CJL know the stores current PPCR actual vs target?

Does the CJL know where the store is currently ranked on the regional BSC?

Can the CJL tell you what the current WTW/Supercharged deals are including band X?

Does the CJL know the stores most recent mystery shop result along with the stores actions on the back of it?

Whilst watching the CJL approaching customers are they actively trying to convert customers to purchase?

Is the CJL approaching and greeting all customers within 20 seconds?

If the stores floor is RAG'ed Red then is the CJL keeping customers warm by building rapport and having a reassuring presence?

Are all colleagues wearing a name badge?

Are the name badges their actual names and are not handwritten or printed ones?

Are all colleagues wearing dark jeans and clean smart trainers?

Are all colleagues wearing the correct T-shirt and/or fleece?

Please confirm that colleagues are NOT wearing any additional items like scarfs etc that do not form part of our uniform policy?

Do all colleagues smile and have open body language when approaching/greeting customers?

When not serving, are all colleagues being proactive in store?

Is the stores ticketing POS 100% in place?

Are all POS tickets upto date?

Is the store being proactive in finding solutions for POS issues if a barrier is in the way?

Does the store have the correct P1 and P2 posters displayed in the window? (If digital, is the correct content being played?)

Has the store checked touch to ensure they have all the correct FSDU's on display?

Are all FSDU'S placed in logical positions on the shopfloor, not blocking customers journeys?

Are all accessory positions filled with the relevant accessories?

Are all accessory prices correct? (Check 4 lines randomly).

Do the accessory displays look full and plump?

Are all high end accessories locked down? (Check apple/Samsung branded, SD Cards etc).

Are all accessories, not on display, kept secure in the Back of House, in a logical way?

Are all foamexes on display as well as being clean and dust free?