DM Store Visit

• Store

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel present during store visit

Customer Service

• Exterior appearance/parking lot/doors/baseboards and windows clean?

  Yes

  No

  N/A

• Are there any repairs/issues need to be addressed with the exterior or interior of the property?

  Yes

  No

  N/A

• Is the interior of the store clean, floors swept or vacuumed?

  Yes

  No

  N/A

• Are all employees in dress code? (Page 8 Employee Handbook)

  Yes

  No

  N/A

• Is the store (both inside and out) free of all advertising for any outside businesses? (Should be confined to a cork board specifically for that purpose, page 112 P&P Manual)

  Yes

  No

  N/A

• Observe phone interactions. Are employees following script guidelines and attempting to complete the application process over the phone when applicable? (Page 21 P&P manual)

  Yes

  No

  N/A

• Observe customer interaction. Are employees following customer service guidelines?

  Yes

  No

  N/A

• Are customer complaints being handled properly? List recent issues.

  Yes

  No

  N/A

• Are customer retention and referral cards being used?

  Yes

  No

  N/A

Cleanliness and organization

• Are the office areas cleaned and organized?

  Yes

  No

  N/A

• Are the restrooms clean?

  Yes

  No

  N/A

• Are the backroom/break areas clean?

  Yes

  No

  N/A

• Is the loan counter clean both too and underneath?

  Yes

  No

  N/A

• Is the loan counter free of excess signs/post it notes/etc?

  Yes

  No

  N/A

• Is the lobby area clean and a professional representation of our brand?

  Yes

  No

  N/A

Loan Counter

• Observe loan counter. Are the employees meeting the customers needs? Describe the interaction in detail.

  Yes

  No

  N/A

• Observe the loan counter. Are the employees explaining the products thoroughly and accurately? Describe the interaction in detail.

  Yes

  No

  N/A

Current Initiatives

• Review current loan trends and discuss qualification process. Did the employee show understanding and demonstrate knowledge of current initiatives?

  Yes

  No

  N/A

• Follow up on prior month initiatives and ensure focus remains on customer needs. Does employee demonstrate behaviors that support these initiatives?

  Yes

  No

  N/A

Marketing

• Is the store utilizing the marketing tracker?

  Yes

  No

  N/A

• Is local marketing being completed weekly?

  Yes

  No

  N/A

• Is the store fully stocked on marketing supplies? If not, have they been ordered? Detail what the store is out of, hit no and your submission will automatically generate an email to order supplies for that location. Be sure to include the store name, supplies needed and amount.

  Yes

  No

  N/A

• Are the stores clings, vinyl, window graphics, outdoor signs, etc in good shape? List issues thoroughly.

  Yes

  No

  N/A

• Are hard signs or flags being utilized? Please check N/A if ordinance does not allow these items.

  Yes

  No

  N/A

• Are there any improvements needed on the marketing material?

  Yes

  No

  N/A

Asset Protection/Security

• Do the cash drawers balance? If no, please explain.

  Yes

  No

  N/A

• Does the master balance? If no, please explain.

  Yes

  No

  N/A

• Is the safe closed and locked?

  Yes

  No

  N/A

• Are the office doors/area behind counter locked and secured, if applicable?

  Yes

  No

  N/A

• Are all transactions that have been completed today been signed and completed?

  Yes

  No

  N/A

• Is the cash over/short log in use and current?

  Yes

  No

  N/A

• Is all customer information put away and out of customers view?

  Yes

  No

  N/A

• Are the camera systems functioning and working properly? Please explain.

  Yes

  No

  N/A

• Are the cameras pointed at the correct angles?

  Yes

  No

  N/A

• What was the last full audit date and score?

• Did you review with the employees the procedural action plans from the previous audit? List steps taken to address any issues since the last audit.

  Yes

  No

  N/A

Operations

• Do all employees know their daily, weekly and monthly new customer goals?

  Yes

  No

  N/A

• Do all employees know their daily, weekly and monthly collection goals?

  Yes

  No

  N/A

• Do all employees know if their loan balance is up to prior year?

  Yes

  No

  N/A

• Do all employees know their loan balance goal?

  Yes

  No

  N/A

• Is all company and customer information that is to be disposed of placed in the shred bin and not the trash can?

  Yes

  No

  N/A

• Is the daily paperwork filed daily?

  Yes

  No

  N/A

• Is the store staffed correctly? If no, please explain.

  Yes

  No

  N/A

• Are the schedules for at least 2 weeks posted?

  Yes

  No

  N/A

• Is the schedule based according to the needs of the business?

  Yes

  No

  N/A

• Are monthly store “meetings” being held?

  Yes

  No

  N/A

• Is the policy and procedure binder up to date and organized?

  Yes

  No

  N/A

Compliance

• Do all employees know the mini-Miranda? (This is an attempt to collect a debt, any information obtained will be used for that purpose.)

  Yes

  No

  N/A

• Complete held check audit. Any issues found?

  Yes

  No

  N/A

• Where there any held checks missing? If yes, how many?

  Yes

  No

  N/A

• Did the employees ask any policy and procedure questions during their visit? If so, please list details.

  Yes

  No

  N/A

Recap

• Please recap your visit briefly and list any additional information here.