Central RGM Store Visit June 2015

• Branch Location/Store Number

• Prepared by

• Select date

  Date

• Manager Present?

• Store team present? (List Names)

Operational Excellence - Store Standards

• Is the shop front clean? Windows smear free, paint work clean, Window frames clean? Outside shopfront clean from weeds, rubbish and moss?

  Yes

  No

  N/A

• Are the window posters correct? Commercial priority 1 & 2 current and correct

  Yes

  No

  N/A

• A Board current and messaging correct? Placed in commercial position?

  Yes

  No

  N/A

• Counters organised and welcoming? Clean tidy and free from clutter? (Missing keyboards? Missing Mouse?)<br>- Down time being used to reset till points<br>- No food / drink

  Yes

  No

  N/A

• Have you performed a shop floor walk this morning - Is the shop merchandised to plan and to the required standard? Is pricing correct?

  Yes

  No

  N/A

• Is the music on and playing at a suitable level for creating a great atmosphere?

  Yes

  No

  N/A

• Are all colleagues well presented?<br>Uniform:<br>Correct Polo shirts being worn?<br>Dark Blue Jeans (no rips)<br>Appropriate Footwear<br>Correct Name Badge

  Yes

  No

  N/A

• Are demo devices all working and charged with the relevant content rolling? If missing, can the BM provide evidence of escalation?<br>- Demo handsets escalated to the Medics within 2 days of not resolved

  Yes

  No

  N/A

• Are all displays correct to planograms?<br>

  Yes

  No

  N/A

• FSDU's<br>- Is the store correct to plan?<br>- Do we have the right number of FSDU's in the right place?<br>- Raise any amends with Banner to change plan

  Yes

  No

  N/A

• Hand Made POS / Blackboards<br>- Have all blackboard been removed?<br>- Is the store free of any hand made POS?

  Yes

  No

  N/A

• Geek Squad Precinct<br>- Is the precinct clean and organised to an acceptable standard?<br>- Is the Geek Squad Agent dressed according to uniform guideline?<br>- Are shelves clear and any customer property secured appropriately?

  Yes

  No

  N/A

• Has the 10 point Health & Safety checklist been completed to schedule each week?

  Yes

  No

  N/A

• Colleague Welfare Area<br>- Sink, Microwave, fridge all clean to an acceptable level?<br>- Crockery and utensils clean and readily available?

  Yes

  No

  N/A

• Back Office Area<br>- Back area clean and tidy, swept / vacuumed as appropriate?<br>- Stock organised neatly in MSC order<br>- Clear of old fixtures and fittings?<br>- Old demo stock recalled appropriately?<br>

  Yes

  No

  N/A

• Back Office Displays<br>- Notice boards displaying current info : KPI Report, SV Report, Colleague Info, Latest Mystery Shop, 4 Box Business Plan, Customer Promise Plan<br>- All historical info removed<br>- Health & Safety Poster on display with completed details (Must have Rob Nicholas 07715747425)

  Yes

  No

  N/A

• Any specific issues that need escalating. Note here via media.

  Media

Key Enablers for world class performance

• Has there been a daily brief and can the team articulate what they need to do?

  Yes

  No

  N/A

• Colleague Reviews<br>- Are colleague monthly BSC reviews available in colleague folders?<br>- Quantity / Quality check?<br>- Is the BM ensuring quality actions are being agreed?

  Yes

  No

  N/A

• Is the store on target to hit the £ Sale target? Volume vs. TGT

  Yes

  No

  N/A

• Has the BM completed any PM or Probation management as required?

  Yes

  No

  N/A

• Discount level controlled including CASHBACK PLU and monitored with appropriate action challenges/actions taken?

  Yes

  No

  N/A

• Customer Promise Plan<br>- Is the plan completed and on display (from 4th July)<br>- Can the BM and team articulate the plan?<br>- Is their evidence of the team delivering the plan?

  Yes

  No

  N/A

Delivering the Operating Model - Pinpoint

• CJL in place with designated managment of shopfloor presence.

  Yes

  No

  N/A

• Are customers being triaged on entry to understand needs and filter into queue process?

  Yes

  No

  N/A

• Colleagues greeting within 20 seconds. Eye contact and greeted with a smile? Colleagues actively greeting with name?

  Yes

  No

  N/A

• Reasons to buy explained? MORE NETWORKS, MORE TARIFFS, PINPOINT TECHNOLOGY, BEST VALUE, PROMISE PROMISE

  Yes

  No

  N/A

• All Pinpoint tablets working?

  Yes

  No

  N/A

• Colleagues actively introducing Pinpoint?

  Yes

  No

  N/A

• All colleagues aware of TSCJ process? Current Time Stamp performance?

  Yes

  No

  N/A

• Are sales colleagues mentioning price promise? Summarising benefits? Right selling? (Add Notes if needed to detail?)

  Yes

  No

  N/A

• Does the store have a plan on making sure we are world class in the mystery shopping category? GREET, RIGHT SELL, CLOSE

  Yes

  No

  N/A

• Have the mystery shopping result improved on a monthly basis? If not what are the issues and solutions?

  Yes

  No

  N/A

• Is WCSS being tracked and a priority focus for the team? Is Detractory recovery set up and in R&R.

  Yes

  No

  N/A

Performance

• What's going well?<br>- Any performance shout outs?<br>- Where have we made good progress?

  Yes

  No

  N/A

• Performance Concerns<br>- Are there any concerns that need to be made?<br>- What needs to be done?<br>- What are the expectations?

  Yes

  No

  N/A

SOH / Recruitment Requirements

• Is deployment at the correct mix?

  Yes

  No

  N/A

• Recruitment Needs?

• Current FMiP reporting, In store process, sign off sheets current and in use?

  Yes

  No

  N/A

• Blue Box Check completed. MSC, Banking, Petty Cash?

  Yes

  No

  N/A

Actions / Next Steps

• Actions:

• Additional Media - Follow up for next Month

  Media

• BM Signature

  Sign

• RGM Signature

  Sign