Coral Visit

• Document No.

• Ladbrokes Shop Audit

• Shop Number

• Conducted on

  Date

• Prepared by

• Location
  Address

• Colleague(s) on Duty

Appearance

• Is uniform clean and ironed, trouser or skirt worn & suitable work shoes

  Yes

  No

  N/A

• Is name badge worn?

  Yes

  No

  N/A

Greeting the customer

• Does the colleague (or colleagues) acknowledge customers with early eye contact and smile when they walk through the door?

  Yes

  No

  N/A

• Do colleagues tailor customer greetings depending on whether the customer is known or not (i.e. "Morning name")?

  Yes

  No

  N/A

Taking the Bet

• Do all colleagues review customer bets before scanning to ensure correct?

  Yes

  No

  N/A

• Do colleagues verbally acknowledge customers again as they approach the counter?

  Yes

  No

  N/A

• If a bet qualifies for promotion (BOG, 5 Team Acca Insurance etc) Is promotion offered? (I.e. "Would you like BOG on that?")

  Yes

  No

  N/A

• Do colleagues engage the customer in conversation whilst serving/taking a bet?

  Yes

  No

  N/A

• Do colleagues offer customers free drinks during visit?

  Yes

  No

  N/A

• Do colleagues say thanks and/or wish customers good luck as they leave the counter?

  Yes

  No

  N/A

Floor Walking

• Do the colleagues (wherever 2 or more colleagues are on Duty) activley spend time within the customer Area?

  Yes

  No

  N/A

Promoting

• Do colleagues read latest emails and Raising The Game to ensure up to date with all actions/promotions?

  Yes

  No

  N/A

• Do colleagues use a tailored approach when promoting games and product based on customer behaviour?

  Yes

  No

  N/A

• Can colleagues demonstrate an efficient use of Manager screens (ALBOS)

  Yes

  No

  N/A

• Is there evidence of colleagues offering demos of focus gamea to customers?

  Yes

  No

  N/A

• Did colleagues, during your visit, display effective Omni-Channel conversations with customers?

  Yes

  No

  N/A

• Can colleagues evidence where the shop is v Omni-Channel YTD Sign-Up Plan?

  Yes

  No

  N/A

Management Functions

• Was shop opened on time today?

  Yes

  No

  N/A

• Is shop diary being used effectivley by all colleagues?

  Yes

  No

  N/A

• Are CSA(s) on Duty fully briefed by Duty Manager on Daily focuses?

  Yes

  No

  N/A

• Can colleagues demonstrate how to set up a monitored customer on EPOS and explain Red/Amber/Green grouping system?

  Yes

  No

  N/A

• Can colleagues explain the Gambling Commission 3 Key Licensing Objectives?

  Yes

  No

  N/A

• Can colleagues explain difference between an in-shop Connect account and a full Omni-Channel (One Ladbrokes) account?

  Yes

  No

  N/A

Standards

• Please confirm that a colleague is wearing the PPA

  Yes

  No

  N/A

• Is the shop floor litter free, dispensers fully stocked and all fixtures and fittings OK?

  Yes

  No

  N/A

• Is all external marketing correct and in acceptable condition?

  Yes

  No

  N/A

• Is vending section fully stocked, presentable and in working order?

  Yes

  No

  N/A

• Is shop interior Marketed correctly as per LES and virtual shop?

  Yes

  No

  N/A

• Is the counter area organised and presentable?

  Yes

  No

  N/A

• Are customer toilets in working order and clean/acceptable condition?

  Yes

  No

  N/A

• Are TV screens clean, in working order and displaying the correct information?

  Yes

  No

  N/A

• Is WiFi working and accessible?

  Yes

  No

  N/A

• Are all GM/BetStation terminals clean and in working order?

  Yes

  No

  N/A

• Is the shop tablet easier accessible and in full working order?

  Yes

  No

  N/A

• Are the correct Compliance materials displayed within the branch?

  Yes

  No

  N/A

• Can colleagues on Duty locate SE agreements and name at least two SE customers?

  Yes

  No

  N/A

• Can colleagues explain and implement both Ladbrokes SE process and Multi-Operator process?

  Yes

  No

  N/A