FBESV

• Store

• Conducted on

  Date

• Prepared by

• Location
  Address

Initial entry

• How many staff were on the floor when you first walked in?

  Select 1 2 3 4 5 6 7 8 9 10 10+

  • 1
  • 2
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  • 5
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  • 10+

• How many customers were there?

  Select 1 2 3 4 5 6 7 8 9 10 10+

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
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  • 8
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  • 10+

• What were staff doing when you entered?

• Using NPS based scoring how did the shop appear?

• What first stood out when you entered?

Market Awareness

• Was there anything happening in the centre that day? Was the centre traffic carrying many bags and what types?

• How was Telstra, Vodafone or other Telcos? Was there anything standout about their store (marketing, merchandising etc)

• Are staff aware of the current DA offers?

  Yes

  No

  N/A

• Is there any LSM activity for this store?

  Yes, being done now

  No, none planned

  Just finished an activity

  In planning stages now

• Feedback on LSM activities

Store Presentation

Handsets

• Was the power wall complete with dummy handsets, feature and benefit cards (correct ones) and live handsets

  Yes

  No

  N/A

POS

• Was all POS correct and undamaged including no shop made signs?

  Yes

  No

  N/A

Accessories

• Were all accessories neat, tidy and organised?

  Yes

  No

  N/A

Activation area

• Was this area clean and tidy and free of paperwork, boxes and things not needed?

  Yes

  No

  N/A

General

• Were all TVs and media units working?

  Yes

  No

  N/A

• We're all demo units working?

  Yes

  No

  N/A

• Was the shop clean of dust, sticky tape residue, cobwebs, dirty marks, scuffs, clean glass etc?

  Yes

  No

  N/A

• Were the floors clean?

  Yes

  No

  N/A

• Anything on the retail floor that should not be there?

  Yes

  No

  N/A

• Has the store audit been completed?

  Yes

  No

  N/A

• Any issues with the audit that require actions?

• Is there any issues with hardware, systems etc that are outstanding or need escalation?

Sales Performance

• What's the top selling rate plan?

  Low ($9 - $30)

  Medium ($35 - $$80)

  High ($89+)

• What is the top selling handset for post paid and prepaid?

• Are hero handsets (pre and post) in stock and enough for this store?

  Yes

  No

  N/A

• What a the conversion rates like for Digital, VAS, Fixed, Wireless, Accessories?

• Did they know their YOU rankings?

  Yes

  No

  N/A

• What categories are at risk this month and how are these being addressed?

• Is there a monthly and/or weekly and/or daily target displayed to the team?

  Yes

  No

  N/A

• Is this effective? What changes should be made to enhance this?

  Yes

  No

  N/A

• Is there any incentives in play?

Customer Experience

• Has there been Mystery Shops done this month?

  Yes

  No

  N/A

• Notes on the results of these.

• Are there role plays in action? Is there a roster or plan for these?

  Yes

  No

  N/A

• Did you check on staff when they last role played and possibly did one?

• Is there a Wall Of Wisdom?

  Yes

  No

  N/A

• Is the information on the WOW up to date?

  Yes

  No

  N/A

• Have all staffs completed training?

  Yes

  No

  N/A

• Have they all logged onto YES Central and Optus Learning this week/month?

  Yes

  No

  N/A

• Is there a Business Specialist and/or Fixed Specialist in store?

  Yes

  No

  N/A

• How was their knowledge and how were they drive sales in the store?

• How was the general ability of staff and customer interaction that you saw?

• Was this rating a promoter score? If no please detail what can be done to change this

  Yes

  No

  N/A

Staff and manager development

• Is the a staff development plan or system in place and what has been done since the last visit with this?

• What has the manager done to develop themselves?

• Is the a monthly meeting with agendas and minutes? Have you seen these?

  Yes

  No

  N/A

• Is there a structured weekly meeting?

  Yes

  No

  N/A

• Do they have tool box or day starter meetings?

  Yes

  No

  N/A

Action items for the manager

• 1

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• 5

• Other

Action items for the FBE

• 1

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• 5

• Other

General

• Notes

Contract Audits

• Was a contract audit conducted?

  Yes

  No

  N/A