ICE Coaching

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Greetings

• Acknowledges the customer's presence immediately with eye contact or smile

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Greet the customer within 10 seconds

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Asks a question and makes a positive comment about the customer in order to engage them

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Asks open ended questions to understand the customers motivation

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Presents the customer with appropriate items / sizes

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Uses questions and observations to show interest in the customer

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Remains attentive while the customer selects / tries items

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Presents options hightlighting benefits and features

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Recommends additional items and maximises opportunity

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Sells the benifits of VIP cards and promotions

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Negotiates to handle objections

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Gains customers commitment to purchase and uses a positive / assumptive close

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Says thankyou / goodbye in a professional and friendly manner

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Gives the customer a reason to return

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Personal presentation to company standards

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard

• Ability to effectively service more than customer

  1 Didnt display

  2 Attempted but can improve

  3 Achieved standard