Information

  • Which EE store did you visit?

  • Regional Manager

  • Date of visit

  • Photo of shop windows

  • Store staff spoken to

  • Store/Assitant Manager

  • Regional Manager

  • Visited by

General Trading Knowledge

Trading Priorities

  • Have price changes been actioned (price tickets changed)?

  • Does the store know the key points from the HYC and NYC?

POS & Pricing

  • Do the windows and chalk board reflect the focuses / promotions that are on the office?

  • Is the store using the new matrix app ?

  • Are the device ranges to planogram?

  • Have price changes been actioned (price tickets changed)?

Stock

  • Do the majority of the team know how to check the stock updates?

  • Is the store clear on how to order dummies?

Customer

  • Is there a customer board in the back office?

  • Are the store team aware of thier current NPS and Mystery Shop scores?

  • Is que management visible?

  • Is there stock of the Welcome Wallet available in store?

  • Is the Welcome Wallet being used with every customer with every sale?

  • Has the rota tool been used correctly, with at least 4 weeks schedule displayed?

PAYM

PAYM Priorities

  • Do the advisors start a PAYM coversation with 4G on EE? (observational)

  • How confident are advisors in discussing 4G PAYM plans and the benefits of 4G on EE?

  • Photos of PAYM bay & price tickets

  • Customer advisor feedback

PAYG

PAYG Priorities

  • Do the advisors start a PAYG coversation with 4G on PAYG? (observational)

  • How confident are advisors in discussing 4G PAYG plans and bundles?

  • Are advisors offering MBB/HBB as part of every PAYG device or sim sale? (observational)

  • Are advisors actively demoing handsets to customers for PAYG

  • Are the advisors offering Smart Packs or Dolphin plans on 3G devices?

  • Does the store have a minimum of 5 - 4G handsets on display(space permitting)?

  • Photos of PAYG device range & price tickets

  • Customer advisor feedback

Business

Business Priorities

  • Does the store have a Business Specialist?

  • Customer advisor knowledge of current business plans and offers

  • Customer Advisor knowledge of Business benefits

  • Do the advisors know about current incentives?

  • Staff feedback

Home Broadband

HBB Priorities

  • Does the store have a HBB Advocate?

  • Does the store know what Apollo Lite is and isit used on terminals?

  • Customer advisor knowledge of current offers and plans

  • Do the customer advisors know about current incentives?

  • Do the customer advisors understand the concept behind DATA BOOST?

  • Is the store using the HBB checklist?

  • Customer Advisor feedback

AVP

AVP Priorities

  • Does the Store have the correct products on the till backers?

  • Does the Store have the CTU's out in the correct place?

  • Is the accessory bay completed as per the planogram?

  • Are the accessories price ticketed correctly?

  • Do the customer advisors know of the current accessory & clone phone promotions

  • Customer Advisor accessory range knowledge

  • Photos of accessory bays, CTU's & Till Backers

  • Customer Advisor feedback

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