DC06 Knowhow visit

• Conducted on

  Date

• Prepared by

Computing Services.

• Review store package point of sale. Does it highlight the relevant business focus around high value knowhow services .<br>

  Yes

  No

  N/A

• Review store set up process and volume of pre-set up laptops. Does the stored have over 30% pre-set up? Are they relevant new lines ? Does the store have a good quantity of promotional end products set up?

  Yes

  No

  N/A

• Talk through set up selling model with a colleague. Does the colleague present the service in a compelling way?

  Yes

  No

  N/A

• Ask a computing colleague if they have received a briefing on 5 year cloud and the benefits to the customer from the document compiled by the region?

  Yes

  No

  N/A

• Ask a computing colleague if they have viewed the 12 5 year cloud training videos on the training portal?

  Yes

  No

  N/A

• Ask the colleague to talk you through 5 key benefits of 5 year cloud and how you would identify and match to customers need. Can the colleague do this in a compelling way?

  Yes

  No

  N/A

• Can the colleague to demonstrate 2 key features of 5 year cloud?

  Yes

  No

  N/A

Bar Services.

• Ask a Bar colleague to talk you through the key points from the Bar training day. Can the colleague articulate the need for consistency across all stores ? The reduction in finger jobs sent to Newark and improvement in NPS score?

  Yes

  No

  N/A

• Ask a bar colleague to talk through how your ensure consistency with booked in jobs? Does the store use the process maps found on the knowhow cloud?

  Yes

  No

  N/A

• Is the colleague aware of how the new trade in process and handover to a sales colleague works?

  Yes

  No

  N/A

Vision Services.

• Is the store displaying the relevant promotional Knowhow packages within the department?

  Yes

  No

  N/A

• Ask a colleague if they have been briefed on the Vision services training days held at the local distribution centre. Does the colleague understand the need to use Team Knowhow for Basic wall installs?

  Yes

  No

  N/A

• Has the colleague seen the videos posted on telegram showing the skill levels of Team Knowhow wall installers?

  Yes

  No

  N/A

• Ask the colleague to sell you a Picture perfect. Does the colleague explain the difference between calibrated and non calibrated tv’s ? Out the box settings?

  Yes

  No

  N/A

M.D.A Services.

• Are the colleagues using the services guides when explaining the installation process to the customers?

  Yes

  No

  N/A

• Is the store using the installation checklist as a receipt holder and explaining checks that might be needed when the customer get home?

  Yes

  No

  N/A

• Ask a colleague to explain the process they follow when a different cooker fuel type is being fitted in the place of there current one. Does the colleague raise a email with the details to the relevant stock centre?

  Yes

  No

  N/A

• Ask a colleague to talk you through a built in product installation. Does the colleague understand clearance heights and widths and where to obtain the information?

  Yes

  No

  N/A

• Can the colleague explain the new American style fridge delivery? Does the colleague explain if the customer is not charged £25 door removal then the product would be left with customer?

  Yes

  No

  N/A

People.

• Ask 3 colleagues there weekly and periodic Knowhow target. Is a target in place from Period one to one ?

  Yes

  No

  N/A

• Has the colleague received any training or coaching around Knowhow in the last four last weeks?

  Yes

  No

  N/A

• Has the store got a robust targeting process in place ?

  Yes

  No

  N/A

Next steps.