BAK&SC Store Visit 2021

• Audit Title

• Conducted on

  Date

• Prepared by

• Manager on Shift

Shop Exterior

• Is the exterior signage clean and with no damage? <br><br>Take photo evidence if unclean/Damaged

  Yes

  No

  N/A

• Is the shop front clean and the paint in good standard? Please include the shutter. Take photo evidence

  Yes

  No

  N/A

• Is the POS in the windows to plan and are the windows clean? Please take photo evidence.

  Yes

  No

  N/A

• Is the store displaying the correct opening times?

  Yes

  No

  N/A

• Are the front doors open with the flag and A board out?

  Yes

  No

  N/A

Shop Floor Standards

• Are all staff wearing appropriate O2 uniform, correct shoes, lanyards and jewelry?<br>Are Tattoos covered up where possible and no facial piercings? <br>Are all jeans and shirts free from Rips and holes?

  Yes

  No

  N/A

• Are the front doors open and music playing? Photo evidence.

  Yes

  No

  N/A

• As you enter the store were you greeted with a professional 'Welcome to o2'?<br>

  Yes

  No

  N/A

• Is the shop floor clean and displays dust free? Please take photos where needed.

  Yes

  No

  N/A

• Is all lighting working, are all lights that have failed escalated through appropriate channels?

  Yes

  No

  N/A

• Does display match o2 online?<br>Please take a picture of any gaps. Have the team escalated any missing phones via email?

  No

  Yes

• Are all Demo phones clamped correctly with working security?

  Yes

  No

  N/A

• Is the Apple Bay to planagram?

  Yes

  No

  N/A

• Are all accessory displays full, faced up, locked and priced correctly - please check a min of 5 and photo any missing gaps

  Yes

  No

  N/A

• Are the leaflets on the shop floor current and inline with O2 reg's? - photo evidence

  Yes

  No

  N/A

• Are the desks clean and tidy. Are all drawers and shelves clear from Clutter and rubbish

  Yes

  No

  N/A

• Is the counter area clean, tidy and with no paperwork not stored correctly? Evidence with photo where needed.

  Yes

  No

  N/A

• Are the bins clean and not over flowing with rubbish? Is there a separate bin being used for PPE?

  Yes

  No

  N/A

• Have all demo units been flashed and returned to factory settings so all customer content has been removed?

  Yes

  No

  N/A

Back of house

• Is the staff area door and the stock room door secured?

  Yes

  No

  N/A

• is the staff area clean i.e microwave, fridge, sink etc? Photo evidence where needed.

  Yes

  No

  N/A

• Is the toilet area clean with toilet rolls and hand wash available?

  Yes

  No

  N/A

• Is the area around the outside bin (Biffa) clean and tidy? None of our rubbish on the floor - photo evidence

  Yes

  No

  N/A

• Has archiving been completed for the previous month?

  Yes

  No

  N/A

• Is the back office tidy, with paperwork stored correctly?

  Yes

  No

  N/A

Store Operations, health and safety, stock management

• Have all health and safety concerns been reported?

  Yes

  No

  N/A

• Has the fire alarm test, emergency lighting and fire fighting equipment test been completed and recorded on a weekly basis?

  Yes

  No

  N/A

• Is the store displaying all health and safety posters including liability insurance?

  Yes

  No

  N/A

• Has the store completed legionella’s disease water checks and have these been recorded appropriately?

  Yes

  No

  N/A

• Are all the fire escape roots clear, fire door locks removed well trading. ( shutters in the up position)?

  Yes

  No

  N/A

• is the store at 65% phone opt in on the last report?

  Yes

  No

  N/A

• Do the store have the PPE certificate in the front window?

  Yes

  No

  N/A

• Are all team members wearing appropriate PPE while in store?

  Yes

  No

  N/A

• Have any fire doors been propped open?

  Yes

  No

  N/A

• Do the floats in the till match the float checklist?

  Yes

  No

  N/A

• Are all monies to be banked stored in the safe and does the amount match what is stated on the envelope? Is the banking being done weekly?

  Yes

  No

  N/A

• Has the cash sheets doc been completed the night before?

  Yes

  No

  N/A

• Does the store have a working UV light or detector pen and is it being used to check all bank notes and any suspicious cards?

  Yes

  No

  N/A

• Is the CCTV working? Are the time and date correct and is there a minimum of 21 days of recordings?

  Yes

  No

  N/A

• Is there a copy of the fraud prevention manual available in store, and have the team signed of that they have read and understood the contents?

  Yes

  No

  N/A

• Have all 'Open' actions from the last MOE being completed and closed before the due date?

  Yes

  No

  N/A

• Is there a current FCA live ob in date for every staff member?

  Yes

  No

  N/A

• Was the stock take completed for the previous month?

  Yes

  No

  N/A

• Is the new IBT process being followed in store?

  Yes

  No

  N/A

• Has archiving been completed for the previous month?

  Yes

  No

  N/A

• Is the staff area door and stock room door secured?

  Yes

  No

  N/A

• Is cash on the premises in keeping with the cash sheet online?

  Yes

  No

  N/A

• Does the store have enough change for customers?

  Yes

  No

  N/A

• Are all stock phones in the safe, including IBT's and Click and collects?

  Yes

  No

  N/A

• Is the phone safe key being managed securely?

  Yes

  No

  N/A

• Is the stock sheet been updated with the person putting deliveries away?

  Yes

  No

  N/A

• Have ALL delivery discrepancies highlighted on the stock sheet been reported to supply chain and Simon?

  Yes

  No

  N/A

Customer excellence

• Are the team demonstrating a professional welcome into store with each customer?

  Yes

  No

  N/A

• Are the team following the ‘understand me’ section of the LEAP framework? During the observed sale has the advisor asked at least 5 lifestyle/future usage questions?

  Yes

  No

  N/A

• Has unlimited tariff benefits been discussed with the customer?

  Yes

  No

  N/A

• Has a tablet bundle been pitched during this sale?

  Yes

  No

  N/A

• If an iPhone customer, has a Apple Watch been discussed?

  Yes

  No

  N/A

• Have accessories been bought over to the table for the customer?

  Yes

  No

  N/A

• Did the advisor thank them for visiting the store today and mention they may get a text around the service levels they received?

  Yes

  No

  N/A

• Has the store completed at least one CEF/LEAP live ob for each advisor last month?

  Yes

  No

  N/A

Sales

• Is a morning briefing being carried out daily? Have the team been set individual daily targets? - please take photo evidence and ask staff on content.

  Yes

  No

  N/A

• Are all Q sheets being signed off by managers where possible on the day?<br><br>

  Yes

  No

  N/A

• Are all SA's filling out a minimum of two different tariffs - starting on the highest tariff and then working down after rejection?

  Yes

  No

  N/A

• Is the store currently under 1 in 40 for new?

  Yes

  No

  N/A

• Is store entrapping to hit £19.50 value?

  Yes

  No

  N/A

• Is store entrapping to hit SMB New?

  Yes

  No

  N/A

• Is the store above 45% insurance?

  Yes

  No

  N/A

• Is the store currently over 60% handset mix?

  Yes

  No

  N/A

• Is the store over £40pb accessories per box? If not what actions have been taken?

  Yes

  No

  N/A

• Is discount under £1 pr box on the last weekly update?

  Yes

  No

  N/A

• Is the store on target to achieve Apple Watch sales?

  Yes

  No

  N/A

• Are managers getting involved with sales on the shop floor before customers leave and a deal is lost?

  Yes

  No

  N/A

• Is the sales diary being used?

  Yes

  No

  N/A

• Have the store been active the last 3 days on slack booming deals?

  Yes

  No

  N/A

Stock Management

• Are we holding key accessory lines? There should be no more than 5 of one line.

  Yes

  No

  N/A

• Has SOR being completed in store?<br>Do all phones have SOR stickers? <br>Are we actively trying to sell through stock that is close to becoming SOR?

  Yes

  No

  N/A

• Yes

  No

  N/A

People

• Are all staff reviews being carried out monthly? <br><br>Signed, dated and notes by sales person

  Yes

  No

  N/A

• Are the bottom performers vs KPI's being managed correctly. Are PIP's in place with followed up actions and support where needed?

  Yes

  No

  N/A

• Have the rotas and rota cloud been completed before the cut off date?

  Yes

  No

  N/A

• Are the team and management aware of all current incentives available to them within our Franchise? (where applicable)<br>Are they ahead of the regional average on the current incentive?

  Yes

  No

  N/A

• Have all staff completed all the correct CBT modules on CLMS?

  Yes

  No

  N/A

• Have all staff completed 100% of stores essentials?

  Yes

  No

  N/A

Customer

• Is FAN being tracked in-store on Notice board? Is the latest tracking within 7 days?

  Yes

  No

  N/A

• Is the stores current FAN score above 93%? Is the team aware of there current score MTD?

  Yes

  No

  N/A

• Are the store reviewing current FAN comments and reviewing these with SA's. Are the celebrating good scores and holding people to account on poor scores?

  Yes

  No

  N/A

• Do staff know the last 3 updates from the go2 app?

  Yes

  No

  N/A

• Are 24 hour calls being completed daily and uploaded to slack. Check the last 3 days for completion.

  Yes

  No

  N/A

Marketing

• Is the store engaging with any marketing activities organised by Zarak (Facebook ads etc)

  Yes

  No

  N/A

• Has the store done a business referal in the last 30 days? Is the store engaging with Paul Temple to nurture our existing business base?

  Yes

  No

  N/A

Next Steps/Actions:

• Agreed next steps/Actions - By who, with clear time scales.

• Branch manager/Deputy - I understand that this must be maintained to the evidenced Level and failure to follow through next steps in agreed time or maintain to level stated could lead to disciplinary action.

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