EE Store Visit Report

• Store

• Store Manager/Person in charge

• Conducted on

  Date

• Regional Manager

• Location
  Address

• Team in during visit

5 ROCKS OF RETAIL

• Have reviews been completed by the 7th for every team member with 3 SMART objectives set?

  Yes

  No

  N/A

• Are 10 minute weekly catch ups happening and being recorded each week?

  Yes

  No

  N/A

• Was a morning brief completed and to a high stardard?

  Yes

  No

  N/A

• Is an effective SFM system in place in store today?

  Yes

  No

  N/A

• Are observations being completed or are we all just heads down and serving?

  Yes

  No

  N/A

• Is feedback and coaching being completed and captured in store today?

  Yes

  No

  N/A

PEOPLE

• Do staff know their objectives for the day and month?

  Yes

  No

  N/A

• Do all staff have a PDP in place?

  Yes

  No

  N/A

• Are all the relevant elearning modules completed? (Clone Phone, Network accreditation etc)

  Yes

  No

  N/A

• Has the manager nominated on BEST this month?<br>Who was nominated? Do they know why?

  Yes

  No

  N/A

• Has the store's Pulse action plan been completed?

  Yes

  No

  N/A

• Do the staff know about the Pulse action plan and how the Region finished in the most recent report?

  Yes

  No

  N/A

• Are the Rotas completed 6 weeks in advance to meet the needs of the business?

  Yes

  No

  N/A

• Are all staff set up on the 'My Performance' tool?

  Yes

  No

  N/A

• Does the Manager check 'My Performance' daily?

  Yes

  No

  N/A

CUSTOMER

• Are staff knowledgable about the EE Way 6 step customer journey? <br>Warm welcome<br>Understand my needs<br>Show me let me try<br>Help me decide<br>Set me up brilliantly<br>Be then there when I need you

  Yes

  No

  N/A

• Are Welcome Wallets being used?

  Yes

  No

  N/A

• Is there an up to date NPS Fan Zone in store?

  Yes

  No

  N/A

• Are staff aware of the store NPS score and their own individual score and comments?

  Yes

  No

  N/A

• Are all demo handsets and sims on charge and organised and logged accordingly?

  Yes

  No

  N/A

• Are staff actively demoing handsets to customers? In particular PAYG handsets?

  Yes

  No

  N/A

• Are staff aware of Star Offers and how to process them correctly? Are they promoting them in the right way?

  Yes

  No

  N/A

• Are all staff wearing name badges and the correct uniform?

  Yes

  No

  N/A

• Is the store VM 100% against guide and if items are missing have they been reordered?

  Yes

  No

  N/A

• Are the store standards for cleanliness high enough?

  Yes

  No

  N/A

• Are all back office areas being maintained to a high standard and on brand including staff areas and toilet?

  Yes

  No

  N/A

PERFORMANCE

• Is the store on target for run rate for PAYM?

  Yes

  No

  N/A

• Is the store on target for run rate for UPG?

  Yes

  No

  N/A

• Is the store on target for run rate for PAYG?

  Yes

  No

  N/A

• Is the store on target for run rate for HBB?

  Yes

  No

  N/A

• Is the store on target for EE volume?

  Yes

  No

  N/A

• Is the store on target for SME?

  Yes

  No

  N/A

• Is the store on target for accessory strike rate? (50%)

  Yes

  No

  N/A

• Is the store on target for Clone Phone strike rate? (30%)

  Yes

  No

  N/A

• Is the store on target to achieve Total Conversion target? (10.5%)

  Yes

  No

  N/A

• Is the store on target to achieve PAYM Conversion target? (2.3%)

  Yes

  No

  N/A

• Is the store above 15% MTD for Star Offers?

  Yes

  No

  N/A

• Does the store have the Star Offer barcode on all till points?

  Yes

  No

  N/A

• Are the team confident with the EE Sharer plans and how to process?

  Yes

  No

  N/A

• Is the store above 75% NPS on the latest report?

  Yes

  No

  N/A

• Are the NPS comments being managed in store effectively?

  Yes

  No

  N/A

• Was the store's last mystery shop report above 75%?

  Yes

  No

  N/A

• Does the store have the HBB Zero Sellers list up in store?

  Yes

  No

  N/A

• Are the staff introducing HBB into every conversation in a positive way?

  Yes

  No

  N/A

• Are all top up/PAYG customers being questioned effectively about simo?

  Yes

  No

  N/A

• Are the staff up to date with current promotions and offers?

  Yes

  No

  N/A