Information

  • Audit Title

Store review

  • Date

  • Completed by

  • Team present

Store Details

  • Store Name

  • Store Number

Section 1. Store Presentation and standards

External

  • Is the Facia and blinds (if applicable) clean

  • Facia lit if applicable

  • Glass clean inside and out

  • Store entrance and window surrounds clean and dust free

  • POS follows current campaign

  • IFC examples throughout watch and jewellery windows

  • IFC examples positioned correctly next to relevant pieces

Diamond window

  • Adjacencies correct and are they maximising performance - review and discuss

  • Is all stock priced?<br>

  • Is the price flow correct?

  • Are the price tickets central and consistent

  • Is everything angled correctly

  • Is everything merchandised in the correct groups I.e solitaires together, clusters together?

  • Diamonds displayed as per planogram?

  • Lighting in need of attention? If reported answer no and comment on follow up if required

  • Diamonds standards summary

Jewellery Window

  • Adjacencies correct and are they maximising performance - review and discuss

  • Is all stock priced?<br>

  • Are the price tickets central and consistent

  • Is everything straight/ tidy?

  • Is everything merchandised as per guidelines

  • Lighting in need of attention? If reported answer no and comment on follow up if required

  • Gold displays as per planogram?

  • Jewellery window summary

Watch window

  • Adjacencies correct and are they maximising performance - review and discuss

  • Is all stock priced?<br>

  • Are the price tickets central and consistent

  • Is everything angled correctly I.e dials in centre of c clips, crowns aligned etc

  • Is everything merchandised in the correct groups as per brand instructions

  • Lighting in need of attention? If reported answer no and comment on follow up if required

  • Watch window summary

Sales floor and general standards

  • Are the internal displays merchandised correctly?

  • Assess internal displays, is the stock being rotated. Is the correct stock inside, should it be in the window?

  • Sales Floor and Customer areas all clean, clear and dust free. Check glass and skirting

  • Lighting in need of attention? If reported answer no and comment on follow up if required

  • Are the carpets clean?

  • Are the serving tables clear of paperwork?

  • Are the serving tables correctly equipped with ring gauges, ring stick, loupe, pen, registration cards etc

  • Opening and closing procedures followed, including window checks?

  • Sales floor and general standards summary

Back of house standards

  • Back of house area uncluttered. Shelves tidy and floor clean etc? Boxes stored correctly

  • Diamond certificates stored in an easy to access manner

  • Watch guarantees stores logically and tidily?

  • Toilets and staff area clean, tidy, uncluttered?

  • Kitchen area, including benches, fridges, microwaves etc clean and tidy?

  • Cleaning rota in place?

  • Back of house standards summary

Section 2. People

  • Team professional presented in uniform and wearing their namebadge (dressed for success?)

  • Daily team brief completed to a high standard? Was there training? List observations

  • Does training relate to store or area focus?

  • Is the store utilising the weekly one hour training session. Are they training on relevant areas?

  • Do the team know the focuses for the store and area?

  • Are staff aware of their own targets and the stores performance?

  • Are the manager and team aware of their store performance versus the Region and company?

  • Diamond product knowledge : select a member of staff and ask them to demonstrate a suitable add on for a product from the diamond window

  • 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

  • Watch product knowledge : select a member of staff and ask them to demonstrate FAB from a selected product

  • Watch product knowledge : select a member of staff and ask them to demonstrate an upsell from a selected product

  • Are watch brand plans in place and is progress being made? Actions completed and followed up

  • Has the store got a business plan including recovery plan if required? Is this being actioned and followed up? Are any updates required?

  • New starter training issued, in use and being completed fully including sign offs and reviews by manager?

  • Have all staff, including new starters got access to, and are using the App to success? Are they up to date with the tests?

  • Are 121's in place as per company standards

  • Is the competency framework in place and being used to drive performance

  • Are there activity based shop-floor observations based on review objectives and their current coach me cards

  • Is there evidence that the manager is supporting or managing members of the team that are underperforming?

  • Are we recognising high performance and potential? Are high fliers being developed?

  • Is performance v target being tracked using company standard forms

  • 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?

  • Are the commission forms being submitted accurately and on time?

  • Review the latest video mystery shop - note findings and coaching points. Compare this to the managers observations and their plan

  • Check the last 6 moths of VMS submissions. Have all reviews and coaching been completed on line

  • List all key actions for the stores VMS plan. What are the correct focus areas. Have these been correctly identified?

  • 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

  • Is the rota on the company standard template?

  • Effective Rota in place for at least 2 weeks? (check holiday planner, weekend planning, peak and sickness records)

  • Does the rota reflect peak trading hours? List agreed peak trade hours agreed with the manager and headcount available at peak versus non peak

  • People summary

Section 3. Customer service and Alchemy ( observe at least one sale and the latest VMS report)

  • Is the store observing a peak 'no tasking' period? Discuss what hours these should be

  • Assess team understanding of Alchemy. List colleagues that you have discussed Alchemy with

  • Review any customer complaints and agree course of action (if required)

3a. Connect

  • 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

  • Is the window approach to a high standard (Alchemy)

  • Evidence of customers being acknowledged and greeted with within a 30 second timeframe

  • 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?

  • Has every customer been offered a drink?

  • Conversation skills (basic or Alchemy)

  • Building Rapport (basic or Alchemy)

  • Questioning skills (basic or Alchemy)

  • Identifying needs/ motivation for visit (basic or Alchemy)

3 b. Create

  • Identified needs and showcased suitable products (basic or Alchemy)

  • Did the consultant have good product knowledge?

  • Was there storytelling?

  • Are a maximum of 3 items being offered in the right way? (basic or Alchemy)

  • Explained personal value of the product to the customer (basic or Alchemy)

  • Are the team actively attempting to upsell. Check knowledge and use of IFC (including stats from Data PA) (basic or Alchemy)

  • Are the team attempting to sell add ons? (basic or Alchemy)

  • Did team selling take place if applicable I.e if other staff are not serving (basic or Alchemy)

3c Commit

  • Did the consultant identify buying signals (basic or Alchemy)

  • Was an attempt made to close the sale? (basic or Alchemy)

  • Did the sales consultant overcome objections? (basic or Alchemy)

  • Data captured and commitment (basic or Alchemy)

  • Were customers given a reason to return? (basic or Alchemy)

  • Was there energy and enthusiasm until the sale was completed? (basic or Alchemy)

  • Was the customer reassured that they have made a great choice (basic or Alchemy)

  • Sale or no sale, was the customer taken to the door with a positive parting? (basic or Alchemy)

Coaching observations (with the manager)

  • Of the observations made what would be the two most valuable topics or areas to focus on with this individual?

  • Why do you think this is happening?

  • What actions do you need to takes to address these development areas?

  • What has worked for you in the past when you have seen similar development areas?

  • When sales floor coaching what outcomes would you like to see that will benefit the store, the customer and the individual?

  • From today's observations what would you Start, Stop and Continue?

Follow up and action (with manager)

  • Review previous coaching report, have improvements been made?

  • What two focus areas will you take from the area managers coaching?

  • What Alchemy goals do you have?

  • How will you achieve these?

  • When will you complete these by?

  • Store has an active customer service plan clearly on display in a dedicated area (VMS scores and Alchemy plan)

  • 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?

  • Has the stores performance improved since the last visit?

  • Performance versus last year

  • Performance versus target

  • Diamonds

  • Watches

  • Rolex

  • Wedding Rings

  • Gold Jewellery

  • Branded jewellery

  • Silver

  • Repairs

  • IPS v target

  • Is discount within store parameters?

  • Assured cover on target?

  • Is ATV growing year on year.... review ATV targets in store and ASP performance and targets within categories

  • Is IFC being utilised to increase ATV?

  • Performance summary

Operational standards

  • Review the latest Auditors report. Score as below and feedback in the comments box

  • Are clear actions in place to address any area of concern?

  • Check all diamond reserve stock, is everything on display?

  • Check 5 reserve watches at random. Are they all on display?

  • Check 5 other items of reserve. Are they all on display?

  • Special order file in use and outstanding orders being managed. Are deposits being managed and chased?

  • Check the deposit report is being completed weekly and letters have been sent where applicable

  • Deposit forfeit - area manager to clear these on the visit where applicable and keep a record

  • Are there any £0 deposits? If so, return these to stock and score zero

  • Check the repairs report for the last 6 weeks. Have all repairs been inputted into persuit correctly. 1 error = no

  • 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

  • Check the clearance report, select 10 random lines. Are they all correctly reduces in the displays?

  • Has the store got a retail rocks folder?

  • Tasks all completed on time (check Retail Rocks)

  • Check Rolex/ Tudor purchase log is fully completed

  • Check that all staff have signed the Rolex/Tudor SDC document

  • Has the manager followed up on the H&S risk assessment?

  • Are the fire exits unlocked and clear

  • Are the noticeboards up to date and relevant? H&S noticeboard has correct content?

  • Operations summary

Next Steps / Actions

  • Final summary, what was the previous score and has their been any improvement this visit?

  • Agreed Next Steps / Actions

  • Supporting Photos

  • Branch Manager / Deputy

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