CGM Visit Chris Hayford

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

FIRST IMPRESSIONS

• On approaching the store, is the chalk board displaying the correct message as per the VM guide/office?

  Yes

  No

  N/A

• Chalk Board

  Media

• Is the concierge manned? (if there are 3 or more staff in)

  Yes

  No

  N/A

• Concierge

  Media

• Are all staff members wearing the correct uniform, including a name badge?

  Yes

  No

  N/A

THE EE WAY EXECUTION

• Welcome me

  Yes

  No

  N/A

• Understand my needs (full first circle on customer sheet)

  Yes

  No

  N/A

• Is there evidence of MID POINTS happening?

  Yes

  No

  N/A

• Is the value menu being used in the mid points?

  Yes

  No

  N/A

• Show me, tell me, let me try (visible demo)

  Yes

  No

  N/A

• Help me decide (solution1/solution 2)

  Yes

  No

  N/A

• Set me up brilliantly (data transfer offered)

  Yes

  No

  N/A

• Be there when I need you (welcome wallets)

  Yes

  No

  N/A

STORE SET UP

• Is the store telephone with a member of management and being manned?

  Yes

  No

  N/A

• Is there evidence of a brief happening? (documented and signed)

  Yes

  No

  N/A

• Is there evidence of a brief happening for the last 5 days? (documented and signed)

  Yes

  No

  N/A

• Is there a daily sales tracker in place?

  Yes

  No

  N/A

• Is there a daily service tracker in place? (Excalibur)

  Yes

  No

  N/A

• Is there a zero sellers board?

  Yes

  No

  N/A

• Is there coaching for zero sellers, in the form of a documented weekly review?

  Yes

  No

  N/A

• Are the value results broken down and displayed on a board?

  Yes

  No

  N/A

• select one part of the value menu and ask a member of staff to explain.

  Yes

  No

  N/A

• Are the performance boards up to date and fully completed, including percentages?

  Yes

  No

  N/A

• Is the NPS board up to date?

  Yes

  No

  N/A

• Is there at least 4 weeks worth of rota displayed?

  Yes

  No

  N/A

• Is the quarters annual leave displayed?

  Yes

  No

  N/A

• Has every member of staff had their review by the 15th of the month?

  Yes

  No

  N/A

• Does every member of staff have a PDP?

  Yes

  No

  N/A

• Is there a full set of spare name badges kept in store?

  Yes

  No

  N/A

• Is stage one and stage two manual connection process/policy, printed and in the manual trading box?

  Yes

  No

  N/A

APPOINTMENTS

• Is the appointment dairy in use?

  Yes

  No

  N/A

• Are the full time advisors booking five appointments per week?

  Yes

  No

  N/A

• Are the part time advisors booking one appointment per week?

  Yes

  No

  N/A

MYSTERY SHOP

• Is the most recent store mystery shop printed and displayed?

  Yes

  No

  N/A

• Store manger observations - passport control measures observed once a week for every advisor, signed and documented

  Yes

  No

  N/A

SHOP STANDARDS

• Is FRONT of house maintained to a high standard?

  High Standard

  Suitable

  Below Standard

• is BACK of house kept to a high standard?

  High Standard

  Suitable

  Below Standard

SHOP FLOOR POS

• Is the shop floor POS correct as per vm guide?

  Yes

  No

  N/A

• POS 1

  Media

• POS 2

  Media

• POS 3

  Media

• Are the accessory bays merchandised with price tickets as per vm guide? (references to support orders)

  Yes

  No

  N/A

ADVISOR KNOWLEDGE CHECK

• Can 2 advisors log into Excalibur? (selected at random)

  Yes

  No

  N/A

• Can these advisors tell you how to do a network refresh? (services, actions, network refresh, full refresh)

  Yes

  No

  N/A

• Can 2 advisors log in to My performance? (selected at random)

  Yes

  No

  N/A

• Yes

  No

  N/A

• Do advisors know how to unlock and accelerate commission?

  Yes

  No

  N/A

CUSTOMER SHEETS

• Are customer sheets being used?

  Yes

  No

  N/A

• Are compass prints being kept?

  Yes

  No

  N/A

• Are line checks being kept?

  Yes

  No

  N/A

• Is there a monthly file for customer sheets?

  Yes

  No

  N/A

ACTION PLAN

• Point 1: (including deadline)

• Select date

  Date

• Point 2: (including deadline)

• Select date

  Date

• Point 3: (including deadline)

• Select date

  Date

• I agree the following is correct upon submission and that it is a true reflection of the questions asked?

  Sign