Information
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Audit Title
Store review
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Date
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Completed by
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Team present
Store Details
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Store Name
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Store Number
Section 1. Store Presentation and standards
External
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Is the Facia and blinds (if applicable) clean
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Facia lit if applicable
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Glass clean inside and out
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Store entrance and window surrounds clean and dust free
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POS follows current campaign
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IFC examples throughout watch and jewellery windows
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IFC examples positioned correctly next to relevant pieces
Diamond window
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Adjacencies correct and are they maximising performance - review and discuss
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Is all stock priced?<br>
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Is the price flow correct?
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Are the price tickets central and consistent
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Is everything angled correctly
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Is everything merchandised in the correct groups I.e solitaires together, clusters together?
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Diamonds displayed as per planogram?
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Lighting in need of attention? If reported answer no and comment on follow up if required
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Diamonds standards summary
Jewellery Window
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Adjacencies correct and are they maximising performance - review and discuss
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Is all stock priced?<br>
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Are the price tickets central and consistent
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Is everything straight/ tidy?
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Is everything merchandised as per guidelines
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Lighting in need of attention? If reported answer no and comment on follow up if required
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Gold displays as per planogram?
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Jewellery window summary
Watch window
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Adjacencies correct and are they maximising performance - review and discuss
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Is all stock priced?<br>
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Are the price tickets central and consistent
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Is everything angled correctly I.e dials in centre of c clips, crowns aligned etc
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Is everything merchandised in the correct groups as per brand instructions
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Lighting in need of attention? If reported answer no and comment on follow up if required
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Watch window summary
Sales floor and general standards
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Are the internal displays merchandised correctly?
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Assess internal displays, is the stock being rotated. Is the correct stock inside, should it be in the window?
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Sales Floor and Customer areas all clean, clear and dust free. Check glass and skirting
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Lighting in need of attention? If reported answer no and comment on follow up if required
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Are the carpets clean?
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Are the serving tables clear of paperwork?
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Are the serving tables correctly equipped with ring gauges, ring stick, loupe, pen, registration cards etc
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Opening and closing procedures followed, including window checks?
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Sales floor and general standards summary
Back of house standards
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Back of house area uncluttered. Shelves tidy and floor clean etc? Boxes stored correctly
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Diamond certificates stored in an easy to access manner
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Watch guarantees stores logically and tidily?
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Toilets and staff area clean, tidy, uncluttered?
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Kitchen area, including benches, fridges, microwaves etc clean and tidy?
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Cleaning rota in place?
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Back of house standards summary
Section 2. People
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Team professional presented in uniform and wearing their namebadge (dressed for success?)
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Daily team brief completed to a high standard? Was there training? List observations
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Does training relate to store or area focus?
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Is the store utilising the weekly one hour training session. Are they training on relevant areas?
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Do the team know the focuses for the store and area?
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Are staff aware of their own targets and the stores performance?
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Are the manager and team aware of their store performance versus the Region and company?
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Diamond product knowledge : select a member of staff and ask them to demonstrate a suitable add on for a product from the diamond window
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Diamond product knowledge : select a member of staff and ask them to demonstrate a good, better, best product from the diamond window based on a description or selected product
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Watch product knowledge : select a member of staff and ask them to demonstrate FAB from a selected product
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Watch product knowledge : select a member of staff and ask them to demonstrate an upsell from a selected product
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Are watch brand plans in place and is progress being made? Actions completed and followed up
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Has the store got a business plan including recovery plan if required? Is this being actioned and followed up? Are any updates required?
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New starter training issued, in use and being completed fully including sign offs and reviews by manager?
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Have all staff, including new starters got access to, and are using the App to success? Are they up to date with the tests?
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Are 121's in place as per company standards
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Is the competency framework in place and being used to drive performance
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Are there activity based shop-floor observations based on review objectives and their current coach me cards
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Is there evidence that the manager is supporting or managing members of the team that are underperforming?
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Are we recognising high performance and potential? Are high fliers being developed?
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Is performance v target being tracked using company standard forms
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Do the colleagues know how their bonus scheme works and how much they have earned so far on the month/ last month if too early?
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Are the commission forms being submitted accurately and on time?
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Review the latest video mystery shop - note findings and coaching points. Compare this to the managers observations and their plan
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Check the last 6 moths of VMS submissions. Have all reviews and coaching been completed on line
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List all key actions for the stores VMS plan. What are the correct focus areas. Have these been correctly identified?
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Is the store manager, or assistant manager, pro-actively coaching on and managing the shop floor? I.e. Observing sales, giving feedback, encouraging team selling and up selling
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Is the rota on the company standard template?
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Effective Rota in place for at least 2 weeks? (check holiday planner, weekend planning, peak and sickness records)
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Does the rota reflect peak trading hours? List agreed peak trade hours agreed with the manager and headcount available at peak versus non peak
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People summary
Section 3. Customer service and Alchemy ( observe at least one sale and the latest VMS report)
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Is the store observing a peak 'no tasking' period? Discuss what hours these should be
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Assess team understanding of Alchemy. List colleagues that you have discussed Alchemy with
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Review any customer complaints and agree course of action (if required)
3a. Connect
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Are the team approaching customers at the window? (keep a count of customers during the day that you see at the window and how many are approached). Take into account customers that are not approached when ALL staff are serving
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Is the window approach to a high standard (Alchemy)
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Evidence of customers being acknowledged and greeted with within a 30 second timeframe
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Was the customer greeted with a smile, seated appropriately, names exchanged and basic details about the occasion and requirements before the consultant went to get products for viewing?
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Has every customer been offered a drink?
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Conversation skills (basic or Alchemy)
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Building Rapport (basic or Alchemy)
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Questioning skills (basic or Alchemy)
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Identifying needs/ motivation for visit (basic or Alchemy)
3 b. Create
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Identified needs and showcased suitable products (basic or Alchemy)
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Did the consultant have good product knowledge?
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Was there storytelling?
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Are a maximum of 3 items being offered in the right way? (basic or Alchemy)
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Explained personal value of the product to the customer (basic or Alchemy)
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Are the team actively attempting to upsell. Check knowledge and use of IFC (including stats from Data PA) (basic or Alchemy)
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Are the team attempting to sell add ons? (basic or Alchemy)
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Did team selling take place if applicable I.e if other staff are not serving (basic or Alchemy)
3c Commit
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Did the consultant identify buying signals (basic or Alchemy)
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Was an attempt made to close the sale? (basic or Alchemy)
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Did the sales consultant overcome objections? (basic or Alchemy)
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Data captured and commitment (basic or Alchemy)
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Were customers given a reason to return? (basic or Alchemy)
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Was there energy and enthusiasm until the sale was completed? (basic or Alchemy)
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Was the customer reassured that they have made a great choice (basic or Alchemy)
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Sale or no sale, was the customer taken to the door with a positive parting? (basic or Alchemy)
Coaching observations (with the manager)
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Of the observations made what would be the two most valuable topics or areas to focus on with this individual?
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Why do you think this is happening?
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What actions do you need to takes to address these development areas?
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What has worked for you in the past when you have seen similar development areas?
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When sales floor coaching what outcomes would you like to see that will benefit the store, the customer and the individual?
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From today's observations what would you Start, Stop and Continue?
Follow up and action (with manager)
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Review previous coaching report, have improvements been made?
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What two focus areas will you take from the area managers coaching?
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What Alchemy goals do you have?
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How will you achieve these?
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When will you complete these by?
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Store has an active customer service plan clearly on display in a dedicated area (VMS scores and Alchemy plan)
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Customer Service Review
Sales Performance review - conduct a detailed review of each area using full data PA breakdowns. Look at merchandising, best sellers, ASP opportunities within each category and recovery plans where necessary. E-mail buyers for support where required, are we maximising space in the store?
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Has the stores performance improved since the last visit?
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Performance versus last year
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Performance versus target
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Diamonds
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Watches
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Rolex
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Wedding Rings
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Gold Jewellery
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Branded jewellery
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Silver
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Repairs
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IPS v target
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Is discount within store parameters?
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Assured cover on target?
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Is ATV growing year on year.... review ATV targets in store and ASP performance and targets within categories
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Is IFC being utilised to increase ATV?
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Performance summary
Operational standards
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Review the latest Auditors report. Score as below and feedback in the comments box
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Are clear actions in place to address any area of concern?
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Check all diamond reserve stock, is everything on display?
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Check 5 reserve watches at random. Are they all on display?
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Check 5 other items of reserve. Are they all on display?
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Special order file in use and outstanding orders being managed. Are deposits being managed and chased?
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Check the deposit report is being completed weekly and letters have been sent where applicable
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Deposit forfeit - area manager to clear these on the visit where applicable and keep a record
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Are there any £0 deposits? If so, return these to stock and score zero
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Check the repairs report for the last 6 weeks. Have all repairs been inputted into persuit correctly. 1 error = no
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Check the last 6 weeks transfers report. Have all transfers been booked in on time? Make allowances for non store faulted (sent late, combined with a sizing etc) 1 fail = zero
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Check the clearance report, select 10 random lines. Are they all correctly reduces in the displays?
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Has the store got a retail rocks folder?
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Tasks all completed on time (check Retail Rocks)
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Check Rolex/ Tudor purchase log is fully completed
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Check that all staff have signed the Rolex/Tudor SDC document
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Has the manager followed up on the H&S risk assessment?
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Are the fire exits unlocked and clear
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Are the noticeboards up to date and relevant? H&S noticeboard has correct content?
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Operations summary
Next Steps / Actions
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Final summary, what was the previous score and has their been any improvement this visit?
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Agreed Next Steps / Actions
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Supporting Photos
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Branch Manager / Deputy