Title Page
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Trainer
Staff follow up
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Staff Name
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Shop
Sale Floor (Tracking)
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Score
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Date
APPERANCE
1. Staff apperance
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Staff appearance overall are in neat condition
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Staff represent neat hairstyles.
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Man must have clean-shaven mustache and women with natural make up.
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MUST have stuff during working hours including Name Tag, Owndays Glasses, Cloth, Mini Bag and Arm Badge.
2. MANNER AND BEHAVIOR
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Staff manners and behaviors must be at a high level of standard and represent good posture to the customers.
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Staff were able to represent a pleasant environment in the shop.
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Staff always find something to do ex.arranging display, tidying glasses, and cleaning shelves.
3. WORKING POSTURE
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Staff opened hand instead of pointing when talking with customer.
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Staff has good standing posture toward customer.
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Staff has eyes contact with customer.
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Staff using nice voice tone with customer.
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Staff has smiley face toward customer.
4. FIRST APPROACH
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Staff always ECHO when attending and greeting customer.
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Staff approached customers within 30 seconds after entering the shop.
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Introduced OWNDAYS concept to customers
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Provide the Brochure to customers.
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Recommended *Air Ultem or *Memory Metal product and demonstrate their features.
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Staffs have closing speech before leaving.
5. SECOND APPROACH
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Staff approached customer within 3 minutes, can be change accordingly to the situation.
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Making Contact: Expand the dialogue. Staff ask questions to find out customer needs.
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Discovering: Provide customers needs, compare brand or material for alternative choices to the customers.
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Serving: Action to fulfill customer needs.
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Staff holding black tray or cloth while serving customer.
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Staff demonstrated any lens tester to the customer.
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Take the appropriate action : fiding the new glasses for customer.
6. LENS INFORMATION
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Staff did explain about the lens information to customer. (HMC)
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Staff can explain the optional lenses that customer would like to buy or the lenses that match to customer activity.
7. PROMOTION
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Staff did offering OWNDAYS promotions. (such as credit card promotion etc.) /discount.
8. RECEPTION
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Staff fully understood OWNDAYS registration process.
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Staff did ask if the customers wearing contact lens and ask for their current glasses's prescription.
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Offering special top up lens /or suggest OWNDAYS contact lens to the customers.
9. CASHIER
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Checked lens stock and pick up the lens before cashiering.
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Repeated Frame model / frame color to customer.
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Repeated prescription to customer.
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Repeated lens type to customer.
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Inform price clearly.
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Inform discount amount.
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Confirm total paid amount.
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Inform customers about No Refunds policy.
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Ask customer for payment method.
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Receive cash or card with both hands.
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Counte money more than 2 times in front of the customers before putting in the drawer or recheck customer signature both behind credit card and credit card slip
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POS Operation (Do it Correctly and every case)
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Staff confirm with the customers if they need additional document. (Tax invoice, Tax refund etc.)
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Fold the warranty card in a proper way.
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Inform collecting time and shop operation hours.
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Sent envelope to the customer with both hands.
10. DISPENSING
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Ask if the glasses is correct ,check balance up side down.
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Wipe the lens before passing the glasses to the customers.
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Ask for the visibility after the customers try on glasses.
10.1 ADJUSTMENT STEP
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Front - Check balances (Staff did know how to check the balance of glasses. Check from pupil to upper rim of the frame)
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Upper - Staff did know how to check the wrap angle and nose pad.
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Side - Confirmation of inclination angle (Pantoscopic tilt), check the distance between eyes and lenses (Vertex distance) and end of tip cell.
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Facing-down - Staff did check if the glasses would slide down while facing down.
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Overall - Staff did ask if the customers need any adjustment or not.
10.2 AFTER SALES SERVICE
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Staff did ask the customers if they want to wear the glasses or keep it in the case.
10.3 AFTER SALES SERVICE DETAILS
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Adjustment - Staff inform customers that the adjustment services is available at any OWNDAYS shop around the world.
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Instructions - Staff did give a good instructions on keeping spectacles in proper way.
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Warranty - Staff did explain F+L warranty informations clearly.
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Exceed warranty - Staff did know which frame or condition doesn't cover by our warranty.
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Staff tell the customers to scan QR code on warranty card to get more information and inform to the customer that OWNDAYS have online warranty.
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Staff ask the customers to evaluate or criticize the service through various channels to get complimentary a lens spray.
11. SENDING CUSTOMERS
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Staff sent paper bag or all stuffs to the customers with both hands.
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Staff are willing to send the customer out-of-store with pleasure moment and always say "Thank you" to the customers.
12. Phone Manner (Calling to the shop randomly)
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Staff talk on the phone according to company standards.
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Talking to customer clearly. (Not too fast)
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Using pleasant voice tone during talk to customer.
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Comment
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Trainer
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Manager
