FH Store Visit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Store

• Store Manager

Approach Observation

• Window approaching - How many in 15 minutes? - Alchemy/Basic - Comments

  All appropriate customers window approached

  Some customers window approached

  Missed opportunities, limited window approach

  No evidence of window approaching

• Customer Approach Greeting - Alchemy/Basic - Comments

  Select Shown to seat Names exchanged Smile Good eye contact Engagement visible through body language

  • Shown to seat
  • Names exchanged
  • Smile
  • Good eye contact
  • Engagement visible through body language

• Initial greeting manner - Alchemy/Basic - Comments

  Select Did they smile? Name exchanged? Positive mind set? Demonstrated good listening skills?

  • Did they smile?
  • Name exchanged?
  • Positive mind set?
  • Demonstrated good listening skills?

• Approach conversation - Alchemy/Basic - Comments

  Select No conversation, straight to product Conversation before product shown

  • No conversation, straight to product
  • Conversation before product shown

• Waiting time acceptable?

  Yes

  No

  N/A

• Refreshments offered?

  Yes

  No

  N/A

Connect

• Conversation skills - Alchemy/Basic - Comments

  Select Building Rapport Questioning Successfully Identifying customer needs/motivation Listening effectively

  • Building Rapport
  • Questioning Successfully
  • Identifying customer needs/motivation
  • Listening effectively

Create

• Alchemy/Basic - Comments

  Select Demonstrating product knowledge appropriately Identified customer needs Story telling Explaining personal value of product to the customer Team selling

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

Commit

• Alchemy/Basic - Comments

  Select Identifying signals Capturing data and commitment to us Determination to close the sale Give a reason to return Energy and enthusiasm until sale completed Assuring customer they made a great choice

  • Identifying signals
  • Capturing data and commitment to us
  • Determination to close the sale
  • Give a reason to return
  • Energy and enthusiasm until sale completed
  • Assuring customer they made a great choice

• Whether or not a sale was made was the customer lead to the door with a positive parting and an invite to return?

  Yes

  No

  N/A

Coaching on Observation Findings

• Team Member

Reflection and Review - Of the observations made what would be the 2 most valuable topics/areas to focus on?

• 1.

• 2.

When sales floor coaching what outcomes would be the most useful/beneficial for the store and the Alchemy customer experience?

Why do you think this is happening (negative observation)?

What is the 1st thing that you need to do to improve this area of development?

What support/ information do you need to improve your coaching?

What have you done/tried in previous similar situations and what where your wins/challenges?

From what you experienced today, what would you continue with and what would you begin to do?

Follow up and Action

• Two focus areas from Area Manager's coaching (no more in one coaching visit)

• Alchemy development aim

• How will this be achieved?

• Completion date?

  Date

Area Manager follow up

• Review focus areas

• Agree next coaching alchemy visit date

  Date

• Quality of overall achievement

  Acceptable

  Unacceptable

• Date of Completion

  Date

• Add signature

  Sign