Lead Store Visit South Coast

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Store Standards

Back office and Staff areas

• Back office clean and tidy?

  Yes

  No

  N/A

• Photo of back office

  Media

• Toilet and kitchen clean and tidy to a 5 star standard?

  Yes

  No

  N/A

• Photo of toilet/kitchen area

  Media

Shop Floor Standards

• Are staff all wearing the correct uniform including name badge

  Yes

  No

  N/A

• Photo of team members

  Media

• Store POS is 100% to planogram

  Yes

  No

  N/A

• The Price is Right - Scan 5 random accessories and check the displayed price is correct. Did they get 5/5?

  Yes

  No

  N/A

Sales Process

• Has a documented Morning Brief taken place

  Yes

  No

  N/A

• Has a documented debrief taken place the day before?

  Yes

  No

  N/A

• Opportunity store target and model day advisor targets visible in store?

  Yes

  No

  N/A

• Is there any evidence of shop floor management?

  Yes

  No

  N/A

• DPS is being used with every customer and being printed?

  Yes

  No

  N/A

• Are mid points taking place with every transaction? Must be observed.

  Yes

  No

  N/A

• Premise checks are taking place and being printed?

  Yes

  No

  N/A

• Evidence of supporting outbound calls are happening on all red comments and 7 day courtesy calls

  Yes

  No

  N/A

• Store has a diary and possible appointment system in place?

  Yes

  No

  N/A

• Is customer above 75%?

  Yes

  No

  N/A

• Is there any evidence that the team are receiving support via performance plan?

  Yes

  No

  N/A

• Every team member has downloaded the Ready App?

  Yes

  No

  N/A

Last Months Performance

• BSC above 70%?

  Yes

  No

  N/A

• Ops Dashboard above E grade?

  Yes

  No

  N/A

• Performance Dashboard above G grade?

  Yes

  No

  N/A

Customer Charter

• Are customers being given a warm and friendly welcome within 1 minute of entering the store?

  Yes

  No

  N/A

• Are advisors building excellent rapport using first names and understanding the needs of the customer?

  Yes

  No

  N/A

• Are the advisors performing a DEMO by putting the product in the hands of the customer?

  Yes

  No

  N/A

• Are advisors mid pointing with their manager and helping the customer to decide?

  Yes

  No

  N/A

• Are advisors ensuring that the My Vodafone App is loaded and set up on the customers phone brilliantly and to a 5 star standard?

  Yes

  No

  N/A

• Are the store calling the customer after 7 days and showing that they are there if needed?

  Yes

  No

  N/A