FH Store Report V3

• Audit Title

Store review

• Date

  Date

• Completed by

• Team present

Store Details

• Store Name

• Store Number

Section 1. Store Presentation and standards

External

• Are the Facia and blinds (if applicable) clean

  Yes

  No

  N/A

• Facia lit if applicable

  Yes

  No

  N/A

• Glass clean inside and out

  Yes

  No

  N/A

• Store entrance and window surrounds clean and dust free

  Yes

  No

  N/A

• POS follows current campaign

  Yes

  No

  N/A

• IFC examples throughout watch and jewellery windows

  Yes

  No

  N/A

• IFC examples positioned correctly next to relevant pieces e.g. best sellers, low monthly payments

  Yes

  No

  N/A

Diamond window

• Adjacencies correct and are they maximising performance - review and discuss e.g. largest cash taking collection in highest footfall area

  Yes

  No

  N/A

• Is all stock priced?<br>

  0 - 4 missing

  5-9 missing

  10 plus missing

• Is the price flow correct?

  Errors in less than 5 groupings

  Errors in 5 or more groupings

• Are the price tickets central and consistent?

  0-4 errors

  5-9 errors

  10 or more errors

• Is everything angled correctly?

  0-4 errors

  5-9 errors

  10 or more errors

• Is everything merchandised in the correct collection - classic, shaped, embrace, ensemble, celebration, coloured?

  0-4 errors

  5-9 errors

  10 or more errors

• Diamonds displayed as per VM Guidelines and GBB?

  Yes

  No

  N/A

• Lighting in need of attention?

  no

  yes

• Diamonds standards summary

  Safe

  At Risk

  N/A

Jewellery Window

• Adjacencies correct and are they maximising performance - review and discuss e.g. largest cash taking collection in highest footfall area?

  Yes

  No

  N/A

• Is all stock priced?<br>

  0 - 4 missing

  5-9 missing

  10 plus missing

• Are the price tickets central and consistent?

  0-4 errors

  5-9 errors

  10 or more errors

• Is everything angled correctly?

  0-4 errors

  5-9 errors

  10 or more errors

• Is everything merchandised as per guidelines?

  Yes

  No

  N/A

• Lighting in need of attention?

  Yes

  No

  N/A

• Jewellery window summary

  Safe

  At Risk

  N/A

Watch window

• Adjacencies correct and are they maximising performance - review and discuss e.g. largest cash taking collection in highest footfall area

  Yes

  No

  N/A

• Is all stock priced?<br>

  0 - 4 missing

  5-9 missing

  10 plus missing

• Are the price tickets central and consistent?

  0-4 errors

  5-9 errors

  10 or more errors

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

  0-4 errors

  5-9 errors

  10 or more errors

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

  0-4 errors

  5-9 errors

  10 or more errors

• Lighting in need of attention?

  no

  yes

• Watch window summary

  Safe

  At Risk

  N/A

Sales floor and general standards

• Are the internal displays merchandised correctly?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Lighting in need of attention?

  Yes

  No

  N/A

• Are the carpets clean?

  Yes

  No

  N/A

• Are the serving tables clear of paperwork?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Opening and closing procedures followed, including management follow up?

  Yes

  No

  N/A

• Sales floor and general standards summary

  Safe

  At Risk

  N/A

Back of house standards

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

  Yes

  No

  N/A

• Diamond certificates stored in an easy to access manner?

  Yes

  No

  N/A

• Watch guarantees stores logically and tidily?

  Yes

  No

  N/A

• Toilets and staff area clean, tidy, uncluttered?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Cleaning rota in place?

  Yes

  No

  N/A

• Back of house standards summary

  Safe

  At Risk

  N/A

Section 2. People

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

  Yes

  No

  N/A

• Daily team brief completed to a high standard? Was the current Team Talk used? List observations/feedback from team member.

  Yes

  No

  N/A

• Does training relate to store or area focus?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Review Quarterly Business Plan. Is this being actioned and followed up? Are any updates required?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• New starter Induction folder is in use and being completed fully including sign offs and reviews by manager and Buddy.

  Yes

  No

  N/A

• Have all staff, including new starters got access to, and are using the Hub. Are they up to date with e-learning and knowledge cards?

  Yes

  No

  N/A

• Are 121's in place as per company standards?

  Yes

  No

  N/A

• Are there activity based shop-floor observations based on review objectives and their current coach me cards in the 121s?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is performance v target being tracked using company standard forms?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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, including Web?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is the rota on the company standard template?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Excellent

  Good

  Development required

  Significant development required

• 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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

• People summary

  Safe

  At Risk

  N/A

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.

  Yes

  No

  N/A

• Are the store using 'Delivering the Fraser Hart Experience - Top 10' to self assess their sales focus?

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

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

  Excellent

  Good

  Development required

  Significant development required

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

  None scoring

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  None scoring

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

  >50%

  45-49%

  <49%

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

  Excellent

  Good

  Development required

  Significant development required

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

  Yes

  No

  N/A

• 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?

  Excellent

  Good

  Development required

  Significant development required

• Has every customer been offered a drink?

  Yes

  No

  N/A

• Conversation skills (basic or Alchemy)

  Excellent

  Good

  Development required

  Significant development required

• Building Rapport (basic or Alchemy)

  Excellent

  Good

  Development required

  Significant development required

• Questioning skills (basic or Alchemy)

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

3 b. Create

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

3c Commit

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

• Data captured and commitment (basic or Alchemy)

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

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

  Excellent

  Good

  Development required

  Significant development required

• Customer Service Review

  Safe

  At Risk

  N/A

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?

  Yes

  No

  N/A

• Performance versus target

  105%+

  100-104.9%

  <100%

  N/a

• Performance versus last year

  105%+

  100-104.9%

  <100%

  N/a

• Review latest P&L - review any focus areas.

  None scoring

• Diamonds

  105%+

  100-104.9%

  <100%

  N/a

• Watches

  105%+

  100-104.9%

  <100%

  N/a

• Rolex

  None scoring

• 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

  1.16-1.3

  1-1.15

  <1

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

  Yes

  No

  N/A

• Is IFC being utilised to increase ATV?

  Yes

  No

  N/A

• Is discount within store parameters?

  Yes

  No

  N/A

• Assured cover on target?

  2.0%

  1.5% - 1.99%

  <1.5%

• Performance summary

  Safe

  At Risk

  N/A

Operational standards

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

  Under 70%

  71 to 85%

  86% and above

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  None scoring

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

  no

  yes

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

  Yes

  No

  N/A

• 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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Has the store got a retail rocks folder?

  Yes

  No

  N/A

• Tasks all completed on time (check Retail Rocks)

  Yes

  No

  N/A

• Check Rolex/ Tudor purchase log is fully completed

  None scoring

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

  None scoring

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

  Yes

  No

  N/A

• Are the fire exits unlocked and clear?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Operations summary

  Safe

  At Risk

  N/A

Coaching observations (with the manager)

• Overall, what is the general SALES FOCUS feel of the store. List feedback in notes.

  0-4

  5-7

  8-10

• Review previous report, have improvements been made?

  Yes

  No

  N/A

• From the feedback given what would be the two most valuable topics or areas to focus on?

  None scoring

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

  None scoring

• Why do you think these issues are occurring?

  None scoring

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

  None scoring

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

  None scoring

• What two focus areas will you take from the visit feedback?

  None scoring

• How will you achieve these?

  None scoring

• When will you complete these by?

  None scoring

Next Steps / Actions

• Agreed Next Steps / Actions

• Supporting Photos

  Media

• Branch Manager / Deputy

  Sign