FRASER HART - Store Visit Report Framework - duplicate

• Date

  Date

• Prepared By

• Location
  Address

• 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

  YES

  NO

  N/A

Section 2: 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?

  YES

  NO

  N/A

• Do the whole team know the KPIs?

  YES

  NO

  N/A

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

  YES

  NO

  N/A

• Is the store monitoring conversion?

  YES

  NO

  N/A

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

Section 1: 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?

  YES

  NO

  N/A

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

  YES

  NO

  N/A

• Structured Daily Training Plan in place for the month ahead

  YES

  NO

  N/A

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

• Training Topics in line with store KPI focus?

  YES

  NO

  N/A

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

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

  YES

  NO

  N/A

• 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?

  YES

  NO

  N/A

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

  YES

  NO

  N/A

• Have all new starters received thorough induction training?

  YES

  NO

  N/A

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

  YES

  NO

  N/A

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

  YES

  NO

  N/A

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

  YES

  NO

  N/A

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

• Are Top Performers being recognised?

  Yes

  No

  N/A

Section 3: Customer

• Is there a SFL present?

  YES

  NO

  N/A

• 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?

  YES

  NO

  N/A

• 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?

  YES

  NO

  N/A

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?

  YES

  NO

  N/A

• Check deposit report. In line?

• List all discrepancies and loss from last 5 stock takes. Are the results acceptable?

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

  YES

  NO

  N/A

• 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

  YES

  NO

  N/A

• Sales v Target

  YES

  NO

  N/A

• Bridal - are focus areas improving?

  YES

  NO

  N/A

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

  YES

  NO

  N/A

• 55. Top 3 Watch Brands are they improving?

  YES

  NO

  N/A

• 56. Rolex

  YES

  NO

  N/A

• 57. Bridal

  YES

  NO

  N/A

• 58. Repairs

  YES

  NO

  N/A

• 59. Assured cover v LY

  YES

  NO

  N/A

• 60. IPS v LY

  YES

  NO

  N/A

• 61. Discount v LY

  YES

  NO

  N/A

• 62. ATV v LY

  YES

  NO

  N/A

• 63. Transactions v LY

  YES

  NO

  N/A

• 64. IFC v LY

  YES

  NO

  N/A

• P&L v Budget

  Yes

  No

  N/A

Section 6 - Final Store Summary

• 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)

  Sign