Title Page

  • Date

  • Prepared By

  • Location
  • Instructions
    ___________

    1. Answer all the items below.
    2. Tap on Notes or Image under each question to add a comment or evidence.
    3. To add a Corrective Action, tap on "Action", provide a description, assign to a member, set priority and due date.
    4. Complete audit by providing digital signature.
    5. Share your report by exporting as PDF, Word, Excel or Web Link.

  • Rate the completion of actions from previous visit

Section 1: Sales

  • Rate the quality of the daily planners

  • Rate the quality of the target breakdowns for team members

  • How many team members hit target since the last visit

  • Are all team members aware of their targets and where they are at for the month?

  • Are all team members aware of their Bridal targets and where they are at for the month?

  • Is there a culture of driving targets?

  • Do the whole team know the KPIs?

  • Do the team know and understand the relationship between ATV and Transactions?

  • Is the store monitoring conversion?

  • Do the team know the best sellers for Bridal and Top 3 watch brands?

Section 2: People

  • Has each team member received a quality 121 within the last month?

  • Have focus team members received more than one 121 within the last month?

  • Have focus team members received more RTF than other team members?

  • Structured Daily Training Plan in place for the month ahead

  • Is bitesize training happening every week – list training done with BM

  • Training Topics in line with store KPI focus?

  • Question team members – rate the quality of the store’s training culture

  • List training tools that the store team confirm are used?

  • Speak to two members of team – select product from Bridal window and ask colleague to demonstrate 1. A suitable add on 2. A good, better, best selection. Rate the selection (1-10) (Give feedback in the notes)

  • Speak to two members of the team – select a watch from a top 3 watch brand and ask colleague to demonstrate 1. FAB and 2. An Upsell. Rate the selection (1-10) (Give feedback in the notes)

  • Rate quality of the coaching cards, window backboard cards, knowledge playing cards, knowledge cards, diamond videos, e-learnings being completed

  • Rate the culture of RTF in the store – speak to the team and ask them what their last piece of RTF feedback was?

  • Is there evidence of 2 per person per work plus additional for on the spot praise?

  • Does each member of management have a PDP in place to drive a specific area of the business?

  • Have all new starters received thorough induction training?

  • Is progress being made on individual team members training beyond induction?

  • Check e-learning progress – is it complete for each individual’s length of time with FH?

  • Have colleagues that have been signed off probation hit 80% of first 6 months target period?

  • Rate the quality of the store’s recruitment decisions?

  • Are Top Performers being recognised?

Section 3: Customer

  • Is there a SFL present?

  • Rate the quality of the SFL behaviours?

  • Is there a team member ready to greet customers at the window, stood on the tiles, looking busy, are they greeting people with open questions?

  • Rate the quality of ‘Dress for Success’ within the team

  • Are the team observing the selling window 11am-3pm?

  • Are customers being seated, offered a drink and shown a luxury experience?

  • Rate the CONNECT e.g. open discovery questions – who, what, where, why, when, which, how, budget, style?

  • Rate the CREATE e.g. GBB, perfect partners, elevated language, story-telling, emotional connections, best sellers?

  • Rate the COMMIT e.g. overcoming objections, trail closing, closing, SFL involvement if something has been missed?

  • Is the FH Top 10 in use as a self-assessment tool?

Section 4: Operations

  • Are the window displays in line with expectations?

  • Is stock replenishment being chased?

  • Check reserve stock – rate the accuracy

  • Are best sellers for Bridal and Top 3 watch brands in the right positions?

  • Is stock rotated smartly?

  • Is the store following the process audit walkthrough?

  • Check 5 random EODs, have they been completed correctly?

  • Deposit Report – check physical locations – does everything match?

  • Deposits – none overdue?

  • Special Orders Report – check physical location – does everything match?

  • Special Orders – none overdue?

  • Repairs Report – check physical location – does everything match?

  • Repairs – none overdue?

  • Stock Take Discrepancies – check 5 random discrepancies – do you agree with store investigation?

  • Refunds/Exchanges – check reasons for exchanging/refund – are these acceptable?

  • Exchanges – check location of stock – does everything match?

  • Anti-Money-Laundering – all cash in one transaction under £8k?

  • Are all doors/drawers locked?

  • Is the safe locked?

  • Are all keys accounted for?

  • Does the store have a SMART Business Plan and is progress being made?

  • Is the store providing adequate trade feedback?

Section 5 – Financial Performance (total questions 16)

  • Sales v LY

  • Sales v Target

  • Bridal - are focus areas improving?

  • Luxury Watches – list v LY performance on Top 6 brands

  • Are the Top 3 Watch brands improving?

  • Rolex V LY

  • Bridal V LY

  • Repairs V LY

  • Assured cover v LY

  • IPS v LY

  • Discount v LY

  • ATV v LY

  • Transactions v LY

  • IFC v LY

Section 6 - Final Store Summary

  • P&L v Budget

  • Include previous reports score and current report score – has there been an improvement? Improvement % to be agreed here. (No improvement or improvement less than agreed score for 2 consecutive visits results in PIP)

Completion

  • All action points grouped together and Branch Manager to update SMART Business Plan

  • To Be Completed By : (Name & Signature)

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