FH Alchemy and Store Visit Report

• Audit Title

Store Details

• Store Name and Number

• Date of visit

  Date

• Management in branch

• Staff in branch

Store presentation and Standards

• Store entrance and window surrounds clean and dust free?

  Yes

  No

  N/A

• Inside of glass clean inside and out with all correct vinyls?

  Yes

  No

  N/A

• POS correct? IFC examples relevant and throughout window?

  Yes

  No

  N/A

• Lighting in need of attention?

  Acceptable

  Unacceptable

• Adjacencies correct and displays completed to planogram?

  Yes

  No

  N/A

• Sales area clean and tidy with no clutter?

  Yes

  No

  N/A

• Areas behind window clean and tidy with no clutter?

  Yes

  No

  N/A

• Rolex watches grouped and angled correctly, best sellers on display, clean, priced, price tags hidden, wired watches secure?

  Yes

  No

  N/A

• Watches angled correctly, best sellers on display, clean, priced and groupings correct?

  Yes

  No

  N/A

• Diamonds angled correctly, clean and priced?

  Yes

  No

  N/A

• Jewellery angled correctly, clean and priced?

  Yes

  No

  N/A

• Branded Jewellery angled correctly, clean and priced?

  Yes

  No

  N/A

• Reserve stock arranged logically and stored securely?

  Yes

  No

  N/A

• Opening and closing procedures followed including window checks?

  Yes

  No

  N/A

• Team professionally presented adhering to Dress for Success wearing name badges?

  Yes

  No

  N/A

Setting up the Team for Success

• Daily team brief completed to a high standard?

  Yes

  No

  N/A

• Effective rota in place?

  Yes

  No

  N/A

• Performance expectations set and understood at store and individual level?

  Yes

  No

  N/A

• Has the store got a business plan including recover plan if applicable?

  Yes

  No

  N/A

• Does the team seem fully engaged?

  Yes

  No

  N/A

• End of Day review?

  Yes

  No

  N/A

Investing in people

• Clear coaching plan in place for all our people

  Yes

  No

  N/A

• Activity based on shop-floor observations based on review objectives

  Yes

  No

  N/A

• Monthly reviews in place?

  Yes

  No

  N/A

• Evidence of structured training taking place?

  Yes

  No

  N/A

• Team successes being celebrated?

  Yes

  No

  N/A

• Has weekly training been carried out?

  Yes

  No

  N/A

• Guides to Success completed

  Yes

  No

  N/A

• App to Success being used and all tests completed

  Yes

  No

  N/A

Performance focus

• Manager engaging team with the why and creating a performance environment to deliver success

  Yes

  No

  N/A

• Manager and team aware of current performance, priorities and track their store and individual performance.

  Yes

  No

  N/A

• Awareness of store performance versus Region and Company?

  Yes

  No

  N/A

• Recognising high performance and potential? Are high fliers being developed?

  Yes

  No

  N/A

Alchemy Observations

• Window approach observation - How many in 15 minutes - Approach Quality - Customer Conversion

  Alchemy

  Basic

• Customer approach greeting - Shown to seat - Names exchanged - Smile - Eye Contact - Engaged body language

  Alchemy

  Basic

• Initial greeting manor - Did they smile - Names exchanged - Positive Mind Set - Demonstrated Good Listening Skills

  Alchemy

  Basic

• Approach conversation - Not going straight to product - Conversation before product shown

  Alchemy

  Basic

• Waiting time acceptable?

  Yes

  No

  N/A

• Refreshments offered?

  Yes

  No

  N/A

Connect

• Conversation skills - Building rapport - Questioning successfully - Identifying needs/motivation - Listening effectively

  Alchemy

  Basic

Create

• Demonstrating product knowledge - Identified customer needs - Story telling - Explaining personal value of product to the customer - Team Selling

  Alchemy

  Basic

Commit

• Identifying signals - Capturing data and commitment - Determination to close sale - Giving customer a reason to return - Energy and enthusiasm until completed transaction - Assuring customer they made the right choice

  Alchemy

  Basic

• Sale/No sale customer was lead to door with positive parting and invite to return

  Alchemy

  Basic

Customer Service Review

• Team trained on sales ethos - test understanding of Alchemy?

  Yes

  No

  N/A

• VMS coaching completed?

  Yes

  No

  N/A

• No outstanding customer complaints?

  Yes

  No

  N/A

Performance Review

• Performance vs LY

  105%+

  100-104.9%

  <100%

  N/A

• Performance vs Target

  105%+

  100-104.9%

  <100%

  N/A

• Rolex

  105%+

  100-104.9%

  <100%

  N/A

• Watches

  105%+

  100-104.9%

  <100%

  N/A

• Diamonds

  105%+

  100-104.9%

  <100%

  N/A

• Wedding Rings

  105%+

  100-104.9%

  <100%

  N/A

• Gold Jewellery

  105%+

  100-104.9%

  <100%

  N/A

• Branded Jewellery

  105%+

  100-104.9%

  <100%

  N/A

• Silver

  105%+

  100-104.9%

  <100%

  N/A

• Repairs

  105%+

  100-104.9%

  <100%

  N/A

• IPS

  1.4

  1.3-1.39

  <1.3

Operational Standards

• Retail Rocks tasks completed on time

  Yes

  No

  N/A

• Till check

  Yes

  No

  N/A

• Outstanding Repairs

  Acceptable

  Unacceptable

• Outstanding Special Orders

  Acceptable

  Unacceptable

• Outstanding Deposits

  Acceptable

  Unacceptable

Next Steps/Actions

• Agreed next steps/Actions

• Supporting Photos

  Media

• Management

  Sign