K&B Review

• Document No.

• K&B Silver Bullet Review

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Showroom & DC POD Standards

• Is the showroom clean & tidy? Free from dust, dirt and litter?

  Yes

  No

  N/A

• Is all POS up to date and in good condition?

  Yes

  No

  N/A

• Are DC POD’s clean, tidy, free from clutter and in good condition?

  Yes

  No

  N/A

• Do DC’s/KBA’s have Tablets to share their work with customers and book appointments?

  Yes

  No

  N/A

• Does the showroom have well dressed displays and pro-active signage about New Ranges (rather than discontinued ranges)?

  Yes

  No

  N/A

• Are brochures available with DC contact details enclosed or on stickers?

  Yes

  No

  N/A

• Are all the showroom samples in place and available?

  Yes

  No

  N/A

• Are drinks available for customers?<br>

  Yes

  No

  N/A

• Are colouring pads/kids entertainment available?

  Yes

  No

  N/A

Lead Taking

• Is the Lead Taking Rota up to date enabling full cover for all hours of opening? I.e. Gold Medal Coverage?

  Yes

  No

  N/A

• Is there any evidence of additional in store activity to help drive leads using the stores footfall? I.e Timed Kitchen Demos, KBA engaging with customers at the store entrance, really pushing the Free No Obligation Home Visit.....

  Yes

  No

  N/A

• Are Lead/HV Pads available to use and do samples checked include key Silver Bullet Points? I.e. Wish List, Whether Customer is in the market, Uncovers areas of dissatisfaction and budget, timing of project and HV/ISA date?

  Yes

  No

  N/A

• Are the KBA’s and team aware of the lead taking target for the week?

  Yes

  No

  N/A

• Are the notes on the HV Pad loaded onto Vision?

  Yes

  No

  N/A

• Is there evidence of a good system for filing lead taking sheets and ensuring fairness of lead allocation?

  Yes

  No

  N/A

• At Lead Taking Stage - does the KBA uncover the wish list, advocate Wickes, understand if the customer is in the market, uncover areas of dissatisfaction and budget? <br>Does the KBA explain the full customer journey and how long the process takes?<br>Does the KBA demonstrate products and services with pride?<br>Does the KBA sell the benefits of the Installation Service?<br>Does the KBA introduce the DC who will conduct the HV?<br>Does the KBA provide the customer with a brochure and appointment card?<br>

  Yes

  No

  N/A

• Do the KBA’s acknowledge ever customer immediately and approach within 5 minutes?

  Yes

  No

  N/A

• If the KBA is unavailable is there a process for calling additional cover and also taking lead information at the front desk?

  Yes

  No

  N/A

• Is there evidence of Web Leads being contacted within 24 hours of receipt to check wish list and attempt to pull forward the appointment if possible?

  Yes

  No

  N/A

• Is there evidence of an understanding of the 48/48 principle and a plan in place to aim to achieve it? If DC’s have a low lead to quote % - what help/coaching has been given to help improve it?

  Yes

  No

  N/A

• Are the KBA’s aware of the next possible date for Installation?

  Yes

  No

  N/A

• Was the KBA’s level of knowledge of products/feature and benefits up to a good standard?

  Yes

  No

  N/A

• Did the KBA exhibit the Key Silver Bullet Behaviours? I.e.<br>Take Control?<br>Proactively Resolve Concerns?

  Yes

  No

  N/A

Pre Call 1

• Is there evidence that Pre Call 1 is booked in the DC’s calendar and are taking place- does it explain who will be attending, for how long and what will be completed? Does it also re-affirm the key elements of the customer Wish List?

  Yes

  No

  N/A

Home Visit - Either review a HV Pad or attend a HV with DC

• Was the DC on time, have a HV pad, ruler, measuring tape, brochure and samples if applicable?

  Yes

  No

  N/A

• Did the DC set the agenda for the visit?

  Yes

  No

  N/A

• Did the DC understand the Customer Requirements?

  Yes

  No

  N/A

• Did the DC understand the timescales of the project?

  Yes

  No

  N/A

• Did the DC prime for Price and understand funding and budget?

  Yes

  No

  N/A

• Were potential future problems uncovered?

  Yes

  No

  N/A

• Promote the benefits of the Wickes Installation service?

  Yes

  No

  N/A

• Give expert advice?

  Yes

  No

  N/A

• Complete detailed home visit pad with all the customer requirements and a detailed plan?

  Yes

  No

  N/A

• Re-affirm the ISA time/date, who should be present and and what to expect?

  Yes

  No

  N/A

• Take the opportunity to look at additional business I.e. bathroom and also promote the Core 10% off voucher if the order is placed with Wickes?

  Yes

  No

  N/A

• Did the DC show the Key Silver Bullet Behaviours? I.e. <br>Takes Control?<br>Uncovers Wish List?<br>Display Confidence Discussing Money?<br>Tactfully Challenge?<br>Teach with Stories? <br>Proactively resolve concerns?

  Yes

  No

  N/A

Planning

• Did the DC prepare an amazing Demo at the ISA? Including features, materials and appliances?

  Yes

  No

  N/A

• Did the DC personalise the plan and conversations?

  Yes

  No

  N/A

• Was the Wish List re-checked when planning?<br>

  Yes

  No

  N/A

• Was the DC prepared to handle concerns?

  Yes

  No

  N/A

• Was every point on the HV pad covered off in the plan?

  Yes

  No

  N/A

• Did the DC check that the product and installation quote was complete with appropriate discounts added and negotiation allowance defined?

  Yes

  No

  N/A

• Were the key Silver Bullet Behaviours in evidence at planning stage? I.e. <br>Planning to take control?<br>Planning to display confidence when discussing money?<br>Planning to close with 10% deposit?

  Yes

  No

  N/A

Pre Call 2

• Is there evidence that Pre-Call 2 is in the DC diary and are being completed with timings & attendance confirmed as well as an overview of what to expect? Was excitement built about the Big Reveal?

  Yes

  No

  N/A

The Reveal and Close

• Did the DC set the agenda of the appointment?

  Yes

  No

  N/A

• Was the Wish List Checked?

  Yes

  No

  N/A

• Did the DC demonstrate key products?

  Yes

  No

  N/A

• Did the DC handle any price challenges well

  Yes

  No

  N/A

• Was re-assurance regarding installation given?

  Yes

  No

  N/A

• Did the DC anchor negotiations when required?

  Yes

  No

  N/A

• Were time based closing techniques used?

  Yes

  No

  N/A

• Did the DC confirm the plan, product and appliances in order using the staircase of agreement?

  Yes

  No

  N/A

• Was the final stage ‘deal sweetener’ identified that will close the deal?

  Yes

  No

  N/A

• Did the DC close with a 10% deposit?

  Yes

  No

  N/A

• Did the DC explain what to expect after the order has been placed? I.e.<br>How delivery will be arranged?<br>Who to expect calls from?<br>What does the customer need to do?<br>What are the timescales?<br>Provide key telephone list?<br>Complete all relevant paperwork?<br>If installation sold, indicate timescales for fitter appointment?

  Yes

  No

  N/A

Re-Assurance

• Was a pre-installation conversation booked in the calendar?

  Yes

  No

  N/A

• Is there evidence of a call/meeting booked in the diary during Installation to check on progress? Including Wickes installers and self fit installers?

  Yes

  No

  N/A

• Is there evidence/diary date to show a a meeting with the customer within 7 days of installation to identify snags, take photo’s and ask for referrals?

  Yes

  No

  N/A

• Is there evidence of the Silver Bullet behaviours: I.e. <br>Prevents concerns?<br>Pro Actively Resolves concerns?

  Yes

  No

  N/A

CMT Review

• Is the CMT up to date with limited overdue actions?

  Yes

  No

  N/A

• Do the Lead Taking Sheets/HV pad relate to the information on the CMT?

  Yes

  No

  N/A

• Are all 5 questions completed for each customer on CMT?

  Yes

  No

  N/A

• Do all customers have a mobile number and email address?

  Yes

  No

  N/A

• Do all customer have a budget input?<br>

  Yes

  No

  N/A

• Do all ‘Lost Customers’ have STM notes associated with them?

  Yes

  No

  N/A

Forecast Tracker

• Are forecast trackers up to date for at least 1 full week ahead?

  Yes

  No

  N/A

• Are the team able to articulate who the forecast has been developed?

  Yes

  No

  N/A

• Do the ISA’s on the tracker equal the number of ISA’s in DC diaries?

  Yes

  No

  N/A

DC Reviews & Training

• Is there evidence of monthly DC reviews taking place?

  Yes

  No

  N/A

• Are the DC review forms fully completed with detailed agreed actions?

  Yes

  No

  N/A

• Are DC reviews followed up on i.e. referring back to previous actions?

  Yes

  No

  N/A

• Have DC’s all completed the required level of training?

  Yes

  No

  N/A

DC Diary Review

• Are DC diaries available for Web Leads to book easily?

  Yes

  No

  N/A

• Are DC diaries in line with the ‘Perfect DC Diary’?

  Yes

  No

  N/A

Additional Outreach and Business Development

• Is there evidence of the Store/DC team doing additional local outreach/business development to drive additional leads?

  Yes

  No

  N/A

• Is there evidence that the Expired Leads in the system have been proactively contacted via phone, email or post to re-engage them if appropriate?<br>

  Yes

  No

  N/A

• Is there a clear understanding amongst the team of the level/offers of competition in the area?<br>

  Yes

  No

  N/A

Reward and Recognition

• Which members of the team would you like to recognise for their great input during the review, help with K&B performance and Silver Bullet brilliance?

  Yes

  No

  N/A