Information
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Which EE store did you visit?
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Regional Manager
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Date of visit
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Photo of shop windows
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Store staff spoken to
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Store/Assitant Manager
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Regional Manager
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Visited by
General Trading Knowledge
Trading Priorities
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Have price changes been actioned (price tickets changed)?
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Does the store know the key points from the HYC and NYC?
POS & Pricing
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Do the windows and chalk board reflect the focuses / promotions that are on the office?
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Is the store using the new matrix app ?
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Are the device ranges to planogram?
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Have price changes been actioned (price tickets changed)?
Stock
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Do the majority of the team know how to check the stock updates?
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Is the store clear on how to order dummies?
Customer
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Is there a customer board in the back office?
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Are the store team aware of thier current NPS and Mystery Shop scores?
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Is que management visible?
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Is there stock of the Welcome Wallet available in store?
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Is the Welcome Wallet being used with every customer with every sale?
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Has the rota tool been used correctly, with at least 4 weeks schedule displayed?
PAYM
PAYM Priorities
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Do the advisors start a PAYM coversation with 4G on EE? (observational)
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How confident are advisors in discussing 4G PAYM plans and the benefits of 4G on EE?
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Photos of PAYM bay & price tickets
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Customer advisor feedback
PAYG
PAYG Priorities
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Do the advisors start a PAYG coversation with 4G on PAYG? (observational)
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How confident are advisors in discussing 4G PAYG plans and bundles?
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Are advisors offering MBB/HBB as part of every PAYG device or sim sale? (observational)
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Are advisors actively demoing handsets to customers for PAYG
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Are the advisors offering Smart Packs or Dolphin plans on 3G devices?
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Does the store have a minimum of 5 - 4G handsets on display(space permitting)?
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Photos of PAYG device range & price tickets
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Customer advisor feedback
Business
Business Priorities
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Does the store have a Business Specialist?
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Customer advisor knowledge of current business plans and offers
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Customer Advisor knowledge of Business benefits
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Do the advisors know about current incentives?
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Staff feedback
Home Broadband
HBB Priorities
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Does the store have a HBB Advocate?
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Does the store know what Apollo Lite is and isit used on terminals?
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Customer advisor knowledge of current offers and plans
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Do the customer advisors know about current incentives?
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Do the customer advisors understand the concept behind DATA BOOST?
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Is the store using the HBB checklist?
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Customer Advisor feedback
AVP
AVP Priorities
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Does the Store have the correct products on the till backers?
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Does the Store have the CTU's out in the correct place?
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Is the accessory bay completed as per the planogram?
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Are the accessories price ticketed correctly?
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Do the customer advisors know of the current accessory & clone phone promotions
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Customer Advisor accessory range knowledge
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Photos of accessory bays, CTU's & Till Backers
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Customer Advisor feedback