BAK&SC Store Visit 2022

• 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 shutters. If not, has it been escalated through proper channels?

  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? (weather permitting)

  Yes

  No

  N/A

Shop Floor Standards

• Are all staff wearing appropriate O2 uniform - white t-shirt, denim top, lanyard, jeans, shoes? <br>Are Tattoos covered up where possible and no facial piercings? No different colour T-shirt under the white T-Shirt? No rips/holes in uniform?

  Yes

  No

  N/A

• Are the front doors open and music playing? If door is closed, is the poster displayed saying we're still open?

  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? If not, has the store escalated through proper 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 demo handsets powered on?

  Yes

  No

  N/A

• 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 <br>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?

  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

Health and Safety

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

  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

• Have all health and safety concerns been reported?

  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

• Have any fire doors been propped open?

  Yes

  No

  N/A

Store Operations.

• Has the store completed a mock MOE within the last week? If already passed visit for the quarter mark as yes.

  Yes

  No

  N/A

• Is the store at 85% marketing opt in?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  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

• Is there a current FCA live ob in date and of good quality for each staff member?

  Yes

  No

  N/A

• Has the store completed at least one LEAP Observation per staff member in the past 28 days?

  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 / additional connections been pitched during the interaction?

  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 the customer for visiting the store today and manage their expectation around NPS? Did they encourage a text back?

  Yes

  No

  N/A

Sales

• Is the VM section of the Q sheet being completed substantially with postcodes captured? Is the Virgin Media Checklist being used substantially?

  Yes

  No

  N/A

• Is the store extrapping over accessory value target? If not, what actions are in place?

  Yes

  No

  N/A

• 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 above 30% for unlimited attachment?

  Yes

  No

  N/A

• Is the store currently under 1 in 19 for new?

  Yes

  No

  N/A

• Is store entrapping to hit £21 value?

  Yes

  No

  N/A

• Is store entrapping to hit SMB New?

  Yes

  No

  N/A

• Is the store above 45% GROSS insurance attachment?

  Yes

  No

  N/A

• Is the store currently over 50% handset mix? If not, waht actions are in place?

  Yes

  No

  N/A

• Is the store over £45pb accessories per box? If not, what actions are in place?

  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 Post-Pay 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

Stock Management

• Are key lines stocked appropriately? If not what actions have been taken?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is an IMEI count being completed each week, with an accessory count completed every two weeks?

  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

• Is the new IBT process being followed in store?

  Yes

  No

  N/A

• Was the stock take completed for the previous month? Note variance.

  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

• Is the store management team working through "Pathway to Success" with new starters?

  Yes

  No

  N/A

• If the store has a "Next Stepper" are they being tracked and developed?

  Yes

  No

  N/A

• If there is a new ASL, is the store leader working through the "induction to management" document with the ASL?

  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

• 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 NPS being tracked in-store on Notice board? Is the latest tracking within 5 days?

  Yes

  No

  N/A

• Is the stores current NPS score above 90%?

  Yes

  No

  N/A

• Are there actions in place to help drive the store over 90%?

  Yes

  No

  N/A

• Are the store reviewing current NPS 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 Engage?

  Yes

  No

  N/A

• If the store is under benchmark on NPS for the current month, are 24 hour calls being completed?

  Yes

  No

  N/A

Marketing

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

  Yes

  No

  N/A

• Is the store extrapping to hit their business referral target?

  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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