GP44 ARM Observation

• GP44 ARM Branch Observation

• Client / Site

• Conducted on

  Date

• Jeremy Campbell

• Location
  Address

• Personnel

Performance expectations

• ESQI 3/6 at or above Corp Average?

  Yes

  No

  N/A

• Revenue Growth 3%?

  Yes

  No

  N/A

• Net Other $100+?

  Yes

  No

  N/A

Timeliness

• All cars cleaned the night before? (Door jams, under seats,salt stains, cup holders, dash, glove box, trunk, windows)

  Yes

  No

  N/A

• Phones being answered with urgency and saying "yes"?

  Yes

  No

  N/A

• Priority Pass contracts prewritten for the day and VIP service being celebrated 100%?

  Yes

  No

  N/A

• ARMs contact time under 20 min = 70%, Arms car green and being actively worked?

  Yes

  No

  N/A

• Counter Manager Plan in place and being used?

  Yes

  No

  N/A

• Employees present at Counter to greet customers?

  Yes

  No

  N/A

• Accurate pick up times being communicated with accounts and customers?

  Yes

  No

  N/A

• Proactive fleet planning by CM (ready for next few hours/next day)

  Yes

  No

  N/A

• Picture of ready line

  Media

Friendliness

• Customer being greeted with enthusiasm, handshake, and a smile?

  Yes

  No

  N/A

• Yes mentality/solution oriented approach being used?

  Yes

  No

  N/A

• 3 Critical Questions being asked genuinely then logged in SFL (back check 2-3 days tix vs 2.0 returns)

  Yes

  No

  N/A

• 1,2,3 ratings on contract and follow up plan in place for calls by BRM?

  Yes

  No

  N/A

Cleanliness

• All cars clean per inspection, backed in, and tires turned?

  Yes

  No

  N/A

• Upgrade row in place and employees aware of what's available?

  Yes

  No

  N/A

• Lot inspection conducted by either BRM/ABRM in am?

  Yes

  No

  N/A

• Branch, desks, and trash clean/clear from customers perspective?

  Yes

  No

  N/A

• Employees dressed for success?

  Yes

  No

  N/A

Sales process

• Is sales progression in place? (Upgrade to Protection products to Fuel)

  Yes

  No

  N/A

• Team member building great rapport with custumer

  Yes

  No

  N/A

• Open ended, fact finding questions being asked?

  Yes

  No

  N/A

• Features and benefits presented to the customer?

  Yes

  No

  N/A

• Did employees ASK for the sale?

  Yes

  No

  N/A

Counter Manager Plan

• Did branch have a Morning Huddle?

  Yes

  No

  N/A

• Counter Manager coaching ticket by ticket?

  Yes

  No

  N/A

• Sales Tracker updated and being used?

  Yes

  No

  N/A

• Daily goals communicated as a team and employees aware of what they are? (Ask 2 employees min)

  Yes

  No

  N/A

• Listen to phone conversations- Book-no-look being utilized?

  Yes

  No

  N/A

Sales/Revenue tracking

• Goal board up to date?

  Yes

  No

  N/A

• Most recent Matrix and HCSC posted for employees to see?

  Yes

  No

  N/A

• Pdms uploaded on PDM tool and employees active in process?

  Yes

  No

  N/A

• Someone scheduled to be out marketing today? Who and where?

  Yes

  No

  N/A

• BOSS Calls on track for 25 expectation?

  Yes

  No

  N/A

• BOSS Marketing Grid posted with Top 3 Target Accounts highlighted?

  Yes

  No

  N/A

• 10/2/6 reports part of branches culture?

  Yes

  No

  N/A

Employee Development

• Weekly sales trackers completed from previous week? (What were actionable items employees were given)

  Yes

  No

  N/A

• Daily role plays being conducted in the branch?

  Yes

  No

  N/A

• Employees aware of all Group, City, and Area contests actively going on?

  Yes

  No

  N/A

• Duties Roster updated on CM checklist?

  Yes

  No

  N/A

• Are employees up to date on roadmap training?

  Yes

  No

  N/A

• BRMs Signature

  Sign