Colleague Observations

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Fives - Room 1 (Greet)

• Is the colleague in correct uniform - looking smart and presentable?

  Yes

  No

  N/A

• Is the colleague visible and available and ready to serve our customers?

  Yes

  No

  N/A

• Has the colleague made our customers feel welcome by greeting within 1 minuite of the customer entering the store? <br>Verbal greet, Nod, Wave,<br>

  Yes

  No

  N/A

• Is the colleague using match + 1 with the customer?

  Yes

  No

  N/A

Fives - Room 2 (Engage)

• Has the colleague moved towards the customer within reasonable time - within 5 minutes when extremely busy.

  Yes

  No

  N/A

• Has the colleague engaged with the customer using a social conversation?

  Yes

  No

  N/A

• Has the colleague engaged with the customer using a product conversation?

  Yes

  No

  N/A

• Has the colleague engaged with the customer using a demo conversation?

  Yes

  No

  N/A

• Has the colleague built rapport with the customer?

  Yes

  No

  N/A

Fives - Room 3 (Solution)

• Are open questions being used to find the right solution for the customer?

  Yes

  No

  N/A

• During the sale is colleague using the S-BOX?

  Yes

  No

  N/A

• Why Buy?

  Yes

  No

  N/A

• What love?

  Yes

  No

  N/A

• How change?

  Yes

  No

  N/A

• What if?

  Yes

  No

  N/A

• Are feelings being sold to the customer rather than technical jargon?

  Yes

  No

  N/A

• Was there any evidence of seeding ideas or services during the questioning?

  Yes

  No

  N/A

• Is the colleague allowing the customer to speak and the colleague actively listening?

  Yes

  No

  N/A

Fives - Room 4 (Tailor)

• Has the colleague tailored other products relevant to the purchase which was discussed during finding the solution?

  Yes

  No

  N/A

• Is the colleague bringing WBW deals to life?

  Yes

  No

  N/A

• Had the colleague used the customer journey or taken the customer into the relevant area of the store and brought to life the additional products or services?

  Yes

  No

  N/A

• Has an attempt been made to recommend and close the sale?

  Yes

  No

  N/A

Fives - Room 5 (Result)

• Is the colleague using running commentary with the customer? Explaining what they are doing (sourcing stock, booking home delivery, writing out a receipt for Shop, Fly & Collect?

  Yes

  No

  N/A

• Is the colleague checking the customer is happy with their purchase by checking back that the customer has everything that they need from us?

  Yes

  No

  N/A

• Has the colleague placed the receipt inside a receipt wallet?

  Yes

  No

  N/A

• Has the colleague made the customers final experience memorable and encouraged the customer to shop again with us on their next journey?

  Yes

  No

  N/A

Personal performance

• Does the colleague know where their performance is for last week or the week to date?<br>

  Yes

  No

  N/A

• Does the colleague know where the store performance is for last week or for the week to date?

  Yes

  No

  N/A

• Does the colleague know how the store performed last period?

  Yes

  No

  N/A