Central London - Assistant Manager Development Tool

• Conducted on

  Date

• Store Name and Number

• Employee Name

• Store Manager

• Regional Manager

• Date and Time

  Date

• You must score 90% or above to pass this development plan

Overview

• General Overview of Observations

• Store manager

  Sign

• Regional manager

  Sign

Customer

• Have you managed the Queue Management system & also ensured that it has been set up correctly and is being utilised?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Do you know where to find NPS and Mystery Shop results

  Yes

  No

  N/A

• Evidence

• Manager Observations & Comments

• Have you updated NPS and Mystery Shop Boards with scores & comments displayed?

  Yes

  No

  N/A

• Evidence

• Manager Observations & Comments

• Are you aware of the nps customer advocacy programme? Do you understand how to make calls in your managers absence?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Do you know the latest nps result

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• What's the latest mystery shop score? Who was it?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Can you explain the customer journey and brilliant set up

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you delivered a briefing on the customer journey & brilliant set up

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you & the team able to effectively demo handsets & ee tv?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you briefed the team on how to discuss the nps survey being discussed with the customer.

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you & team members actively booking appointments for customers that are not able to transact today

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you conducted at least 30 sales observations on any of the above in the last 3 months

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you conducted a recorded conversation with a member of staff in regards to any part of the above

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Employee Overview - Customer

• Required Actions - Customer

Action

Operations

• Have you completed reconciliation of paperwork on more the 20 occassions in the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you gone through the previous store Loss Prevention Declaration?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed a Loss Prevention Declaration alongside your manager or in his absence?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed archiving & confidential waste pick up as per policy?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you done store walks & are the store standards at an acceptable level?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you logged all issues with workplace & RSD

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you yourself/delagated to make sure that the stock room/ cage/ safe are tidy and organised at all times?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Do you know how to find & understand the forced churn report?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Has the Forced Churn Folder been set up as per policy and has the latest report been reviewed and relevant contracts filed?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed a Store Manager H&S checklists in your managers absence?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you aware of how to conduct fire tests & have you conducted 3 fires tests over the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed at least 4 stock counts including all reporting aspects over the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• What's the stock loss mtd?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you booked in stock on more then 6 occassions over the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed RA handset returns on more then 6 occassions over the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you able to determine & investigate idocs?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

Pos

• Has the latest version of the VM app been downloaded and is it being used? <br>

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed a POS change on more then 3 occasions in the last 3 months

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you on all occassions updated the VM guide and posted your findings?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• On all occassions were all outstanding deliveries of pos ordered or escalated if applicable?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you aware of how to place a stationary order?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

Overview and Actions - Operations

• Employee Overview - Operations

• Required Actions - Operations

Action

Sales Generation

• Are the offer sheets being printed and added to contracts? 80% attach rate

  Yes

  No

  N/A

• Are hbb line checks attached to contracts 80% strike rate

  Yes

  No

  N/A

• Are team members quoting hbb as discussed in regional meeting?

  Yes

  No

  N/A

• Is a compass print out attached to every top up. 80% strike rate

  Yes

  No

  N/A

• Are sim replacements being checked for add lines?

  Yes

  No

  N/A

• Is there boxed stock of tablets on the shop floor?

  Yes

  No

  N/A

• Is the tablet, live demo, being shown to customers?

  Yes

  No

  N/A

• Are any appointments being booked? Check the log

  Yes

  No

  N/A

• Have any appointments come in today?

  Yes

  No

  N/A

• Do the team know of the daily figures?

  Yes

  No

  N/A

• Check knowledge of the latest offers existing customers, ptp, sharer and hbb

  Yes

  No

  N/A

• Are the keys being controlled on the shop floor?

  Yes

  No

  N/A

• Have all team members done the eetv module?

  Yes

  No

  N/A

Over view of sales generation data. Actions for manager to follow up for next visit?

People

• Have you completed team briefings on more than 20 occasions in the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed 10 staff reviews or more in the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you aware & comfortable with all aspects of the performance improvement policy including all the various stages?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you managed at least 1 member of your team through the performance improvement policy no matter what stage?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you completed 6 or more recorded discussions with team members?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you trained at least 2 members of the team on management tasks that can be delagated to a senior?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you briefed the teams of the latest best incentive?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you briefed the commission structure to the team?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you aware of how to fully use the online rota system?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Is the Ethical Selling sign off completed for all team members?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are EOM meetings scheduled, attended by all team members and can all advisors talk about the content?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you utilising the Best system and have sent monthly E-Cards over the last 3 months?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Have you checked that training has been completed by all team members?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

• Are you aware of how to order uniform & name badges?

  Yes

  No

  N/A

• Evidence

• Manager Observation & Comments

Overview and Actions - People

• Employee Overview - People

• Required Actions - People

Action