Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Meet and greet
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Was the customer approached from the front
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Did the salesperson position themselves so the customer had to stop and listen?
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Did the salesperson SMILE before speaking?
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Did the salesperson wait for the customer to say hello back?
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Was the customer welcomed int the store with open arms?
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View meet and greet script
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Good morning/good afternoon
welcome to CSL, is it your first visit to a CSL store?
Well, we're slightly different at CSL so let me give you some useful information to help you use the store more easily, then I'll leave you to have a good look around.
All the furniture is priced individually and there's usually far more items available than you can see. So if you see a sofa and want a corner group, or a corner and want recliners, just ask and I can show you on my iPad.
I can also show you what's available for 72 hour delivery, if you need something quick.
The colour options are in the swatch on the matching footstool.
We're here to help you find your perfect sofa, and I can also help with interest free and payment options I you find something and decide to buy.
My name is ............ Please feel free to sit on as much furniture as you like, and I'll catch up with yo later. -
Was the meet and greet script followed word perfect?
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Did the salesperson get the customers name?
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Was the salesperson upbeat?
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Were gestures, pace and body language used to aid script delivery?
Reconnect
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Did the salesperson ask the customers opinion?
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Did the salesperson use the customers name?
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Did the salesperson SMILE?
Building lifestyle picture
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Did salesperson sit down early?
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Did the salesperson encourage the customer to sit?
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Did the salesperson establish the room layout and sizes?
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Did the salesperson establish what combination the customer wants?
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Did the salesperson find out the decor and colour scheme in the room?<br>
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Did the salesperson establish what colour furniture the customer wants?
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Did the salesperson compliment the customer on how the colour will look in the room?
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Did the salesperson ask about the customers likes and dislikes?
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Were relevant features and benefits used to support the customers likes?
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Did the salesperson establish the customer's budget?
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Did the salesperson establish when the customer wants the furniture?
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Did the salesperson establish how many people use the furniture and how often?
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Did the salesperson reassure the customer on the durability of their chosen sofa?
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Was IFC introduced?
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Did the salesperson build a good relationship with the customer?
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Was the salesperson enthusiastic about the customers room and choice of furniture?
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Were USP's given to build value in the brand?
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Lifetime guarentee
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Lowest price guarentee
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Love it or exchange it
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Delivery guarentee
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Did the salesperson ask for the sale?<br>
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Did the customer object to buying?
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Did the salesperson find out why the customer doesn't want to buy yet?
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Did the salesperson attempt to overcome the objection?
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Did the salesperson give the customer a USP booklet to take away?
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Did the salesperson attempt to get the customers details and arrange a follow up?
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Did the customer buy?
Processing the sale
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Did the salesperson put the customers feet up?
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Did the salesperson check the spelling of the customer's surname?
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Did the salesperson clarify and take the address the customer LIVES at?
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Did salesperson take an email address?
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Did the salesperson explain and set an ECA date?
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Did the salesperson confirm what was being ordered?
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Is the salesperson ordering a corner/chaise?
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Was the facing version confirmed verbally and an SP line added?
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Was love it or exchange it explained?<br>
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Did the salesperson confirm the customer is responsible for size and access?<br>
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Did the salesperson confirm once ordered the customer can not cancel?
Care demonstration
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Did the salesperson explain they were going to DEMONSTRATE how to care for the furniture?<br>
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Did the salesperson explain the furniture will be firm when new?
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Did the salesperson explain the need to rotate seats?<br>
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Did the salesperson explain about the interiors and demonstrate plumping/turning
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Did the salesperson explain the characteristics of leather?
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Did the salesperson explain how to reduce the effects if sunlight?
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Did the salesperson explain about dye transfer?<br>
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Did the salesperson explain where, when and how to vacuum?
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View leather script
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When it comes to cleaning it's dead easy, just wipe it down once a week with a damp cloth, NOT a wet one, this will remove the surface dirt.
You need to clean and protect the furniture with our professional care products, especially the arms and backs as the build up of oils from your hands and head can cause discolouration over time. I do mine when the clocks go forward and back as it a t's as a natural reminder. We've got some in stock, they're only £29 so you can take one with you today. We have an offer where you can get 2 for £50, really useful for busier households.
Modern leathers are a lot softer and warmer than they used to be, that's because they don't have the hard protective coating that they used to have. It does mean the are more porous, and you will get marks and stains on them. So when something won't come out just give our sofashield service a call, they'll come out and remove any stains, rips, tears or burns as many times as you need them free for five years. If they can't, they'll even replace the affected area for FREE.
I've included that, it's only £39 a seat (and because you said...... I think it will be essential for you), and of course you've got your lifetime guarantee on your frame and spring system. Delivery and installation is only £9.50 a seat, so on the day of delivery just tell the team where you want the furniture, they will assemble it and take away all the packaging. -
View fabric script
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In addition you'll need to maintain your furniture twice a year with OUR professional care products, especially the arms and backs as the build up of oils from your hands and head can cause discolouration over time. I do mine when the clocks go forward and back as it a t's as a natural reminder. We've got some in stock, they're only £29 so you can take one with you today. We have an offer where you can get 2 for £50, really useful for busier households.
Your fabric by law has a fire retardant coating which means you can't wash it. Please take my word or it and don't try, I you do you will destroy the fabric and the fire retardancy.
So when a mark or stain won't come out, just give our sofashield service a call, they'll come out and remove any stains, rips, tears or burns as many times as you need them free for five years. If they can't, they'll even replace the affected area for FREE.
I've included that, it's only £39 a seat (and because you said...... I think it will be essential for you), and of course you've got your lifetime guarantee on your frame and spring system. Delivery and installation is only £9.50 a seat, so on the day of delivery just tell the team where you want the furniture, they will assemble it and take away all the packaging. -
Was the care script followed word perfect?
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Did the salesperson get excited and enthused about sofashield?
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Did the salesperson use information previously gathered to make sofashield relevant?
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Was the care demonstration finished assumptively?
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Was the footstool introduced?
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Did the customer object to sofashield/care kit?
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Did the salesperson stay calm?<br>
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Did the salesperson clarify what the objection was?<br>
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Was a non confrontational buffer used like feel, felt, found<br>
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Did the salesperson attempt to overcome the customers objection?
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Was a second assumptive finish used?
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Did the salesperson show the customer the care kit?
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Did the customer create and enter their own 4 digit PIN number?
Finance Management
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Did the salesperson ask for cash in full first?
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Did the salesperson ask for a deposit and the BALANCE before delivery?
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Did the salesperson ask if the customer could settle the balance in a year's time?
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Did the sales person introduce BNPL as the most popular and flexible option?
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Did the salesperson explain we work to a budget, not a term?<br>
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Did the sales person ask for £100 as a monthly payment first?
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Did the salesperson ask for £80 a month, breaking it down to £20 a week?<br>
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Was the customer asked what they can afford as a monthly payment?
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Did the sales person ask for half as a deposit?
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Did the sales person ask for the oddment as a deposit?
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Did the salesperson ask how much the customer could afford to leave as a deposit?
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Did the salesperson raise the payments and deposit?
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Did the salesperson try to revert the customer back to BNPL if the term was 2 years or less?
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Did the salesperson stay in control on finance management?
Macmillan
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View Macmillan script
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Oh, I almost forgot, CSL and all the staff are making a large contribution to the Macmillan cancer fund. Would you like to make a one off donation, the company will match it pound for pound and you can join us in supporting this great charity.
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Did the salesperson deliver the Macmillan script?<br>
Payment
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Before payment was attempted did the salesperson confirm the card was registered to the home address we were delivering too?
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Was the relevant form of payment used? (VSP/PDQ)
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Did the customer need a finance application?
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Was the adequate explanation read out to the customer?
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Was the customer allowed to read and tick the data protection statements?
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Did the salesperson double check spellings on the finance application?
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Was the finance application double checked for accuracy prior to proposing?
Handover
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Did the salesperson confirm the contents of the order?
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Did the salesperson advise the customer the order is non cancellable?
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Did the customer re enter their own 4 digit PIN number?
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Did the salesperson thank the customer for their order?
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Did the salesperson shake EVERYONE'S hand?
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View handover script
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Thanks for your order. It would be great if you could go onto our website testimonials page and leave some feedback on your experience that other customers could find beneficial. There's also a section to recommend your friends and family before they purchase, when they do you will receive £25. When you get to 10 recommends without claiming the money we'll double it, so you could earn £500.
Just as important we would love to be the number one shopping experience in the uk, and would love to feature on independent websites such as review centre and trust pilot, so if you could leave your experience on there for me, that would be great too. -
Did the salesperson follow the handover script?<br>
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Do the salesperson tell the customer about NPS, that it is free to respond and ask them to respond?
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Did the salesperson introduce the administrator by name?
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Was the bay tidied afterwards?
