Live sales audit - V4.1

• Document No.

• Conducted on

  Date
• Location
  Address

• Personnel

1. Meet and greet

• View meet and and greet questions only?

  Off

  On

• Did the salesperson SMILE before speaking?

  Yes

  No

  N/A

• Was the approach in the meeting zone within 30 seconds of arrival?

  Yes

  No

  N/A

• View meet and greet script

  Off

  On

• Welcome to Sofaworks, is this your first visit?
  Well relax. If I can give you some useful information on how the store works, and after that we'll leave you alone and be there if you need us.
  Everything's priced individually and importantly, what you see on display is usually only a small taste of a larger range of items. It means if you see a sofa you like, you can probably get it as a corner group too, for example. So if you don't see what you need, just ask. You will also find the swatches on the matching footstools.
  Feel free to speak to any of us if you need help; we are all sofa geeks in here. We can also help with interest free payment options or stock available if you are looking for something quickly.
  Main things is to enjoy, sit on as many sofas as you can and take you time. We won't chase you but if you need us, just give us a shout. We will catch up later. My name is XXX. Have fun!

• Did the sofaworker gain permission to give guidance to use the store?

  Yes

  No

  N/A

• Did the Sofaworker establish themselves as a useful resource to the customer?

  Yes

  No

  N/A

• Did the Sofaworker subliminally introduce the footstool?

  Yes

  No

  N/A

• Was the Sofaworker passionate about products?

  Yes

  No

  N/A

• Were gestures, pace and body language used to aid script delivery?

  Yes

  No

  N/A

• Was the welcome warm and friendly?

  Yes

  No

  N/A

2. Reconnect

• View reconnect questions only?

  Off

  On

• Did the Sofaworker take time and observe the customers body language, listen and re approach in a relaxed way?

  Yes

  No

  N/A

• Was the re approach done in a timely way when the customer was sitting dow?

  Yes

  No

  N/A

• When sitting down did the Sofaworker stay at the same level as the customer?

  Yes

  No

  N/A

• Did the Sofaworker take a genuine interest in the customer and prepare them for questions?

  Yes

  No

  N/A

• What information was gathered?

• Which room is it for?

• What style of house is it?

• What is your colour scheme?

• How is the room laid out?

• What combination does the customer currently have?

• Likes and dislikes on current sofa?

• How many people live in the house?

• Does the customer have children? How many?

• Any pets?

• How often do you eat on your sofa?

• What is deliver timescale?

• Do you have a budget in mind?

• Did the Sofaworker make any recommendation once all the information was gathered?

  Yes

  No

  N/A

• Was durability of fabrics and leathers discussed with the customer?

  Yes

  No

  N/A

• Did the Sofaworker avoid idol chit chat?

  Yes

  No

  N/A

The sofaworks way

• View 'price & value' statements only?

  Off

  On

• You pay less with our transparent pricing!

  Yes

  No

  N/A

• Sales and discounts are built fictitiously by our competitions!

  Yes

  No

  N/A

• At sofaworks we offer you the product at the lowest possible price!

  Yes

  No

  N/A

• No promotional fake sales with deadlines designed to rush you into buying!

  Yes

  No

  N/A

• We believe that at any given price point you'll get more for your many at sofaworks!

  Yes

  No

  N/A

• View 'no commission' statements only?

  Off

  On

• Infer that the customers will be followed around our competitors stores!

  Yes

  No

  N/A

• Explain they will sell you any sofa for commission!

  Yes

  No

  N/A

• We are rewarded purely on customers feedback of the service they receive!

  Yes

  No

  N/A

• By asking lots of questions we can help find the right sofa, not just any sofa!

  Yes

  No

  N/A

• View 'durability' statements only?

  Off

  On

• Every sofa - leather or fabric- is not suitable for everyone!

  Yes

  No

  N/A

• Explain durability including different sofas for different needs!

  Yes

  No

  N/A

• 30,000 combinations of combinations, fabrics and colours available

  Yes

  No

  N/A

• Harder wearing sofas for pets and kids!

  Yes

  No

  N/A

• View 'made by the best' statements only?

  Off

  On

• We're passionate about sofas!

  Yes

  No

  N/A

• We get involved with designing each and every one!

  Yes

  No

  N/A

• We choose the best manufacturers to make them to our exclusive standards (Natuzzi for example)

  Yes

  No

  N/A

• Exclusive products and own designs!

  Yes

  No

  N/A

• Create awareness of internal structional

  Yes

  No

  N/A

• Raise awareness of external finish details and comfort!

  Yes

  No

  N/A

• View 'hidden range' statements only?

  Off

  On

• Extended range and deeper menu of items within the range!

  Yes

  No

  N/A

• Unique choice within the market of items, fabrics and leathers!

  Yes

  No

  N/A

• We specialise only in sofas!

  Yes

  No

  N/A

• View 'guarantee' statements only?

  Off

  On

• Every sofa with at least a full 2 year warranty!

  Yes

  No

  N/A

• Attention drawn to limited nature if our competitors extended warranties?

  Yes

  No

  N/A

• We only use the best products within our products!

  Yes

  No

  N/A

• If our sofas look like leather, they are leather; no plastic or PVC unlike most of the competitors!

  Yes

  No

  N/A

3. Product demo and features & benefits

• View product demo and features & benefit questions only?

  Off

  On

• Did the Sofaworker take control of the interaction and ensure the customer tries the suggested product?

  Yes

  No

  N/A

• Did the Sofaworker sit down with the customer as soon as they could, and stay low as much as possible?

  Yes

  No

  N/A

• Did the Sofaworker use what they've learned in the lifestyle questions?

  Yes

  No

  N/A

• Did the Sofaworker discuss features and benefits that are relevant to what they have learnt?

  Yes

  No

  N/A

• Did the Sofaworker present and discuss 10 features and benefits including supplier, fabric, leather and construction information?

  Yes

  No

  N/A

• Was the product demo done with passion, animation and energy?

  Yes

  No

  N/A

• Was there a comparison made to competitors products?

  Yes

  No

  N/A

• From the lifestyle investigation, did the Sofaworker explain the different seat cushions and make a recommendation?

  Yes

  No

  N/A

• Did the Sofaworker discuss any additional products or warranties BEFORE the sofa was sold?

  Yes

  No

  NA

4. Close and payments

• View 'close and payment' questions only?

  Off

  On

• Did the Sofaworker confirm the product seems right for them?

  Yes

  No

  N/A

• Did the Sofaworker recap the most relevant features and benefits to confirm fit?

  Yes

  No

  N/A

• Was the order assumptively asked for?

  Yes

  No

  N/A

• Did the Sofaworker close by establishing the method of payment and suggesting the most popular option (a deposit, then cash before delivery)

  Yes

  No

  N/A

• If the customer has a discussion about the method of payment, this is a sale. Did the Sofaworker continue through the finance management waterfall?

  Yes

  No

  N/A

• Did the Sofaworker close and establish payment using finance management?

  Yes

  No

  N/A

5. Care and complete

• View 'confirm' questions only?

  Off

  On

• Did the Sofaworker accurately collect details for the customer checking all telephone numbers and email addresses?

  Yes

  No

  N/A

• Was the order conform line by line?

  Yes

  No

  N/A

• Was the colour of the order confirmed by direct relevance to the swatch as agreed by the customer?

  Yes

  No

  N/A

• Was the corner group orientation confirmed by recalling the room layout from the lifestyle questions?

  Yes

  No

  N/A

• Did the Sofaworker compliment the customer on their choice of furniture?

  Yes

  No

  N/A

• View 'care' questions only?

  Off

  On

• Did the Sofaworker demonstrate the need to, and how to maintain the product?

  Yes

  No

  N/A

• Did the Sofaworker cover, exposure to sunlight, maintenance need of seating, even use and rotation of seats?

  Yes

  No

  N/A

• Did the Sofaworker cover normal do' s and don'ts, dye transfer, discuss natural markings, fire retardancy of fabric and cleaning and maintenance?

  Yes

  No

  N/A

• Did the Sofaworker prepare the customer for professional delivery? (Access, small scuffs and the delivery team can correct small issues on hand)?

  Yes

  No

  N/A

• Did the Sofaworker refer back to eating on the sofa and assumptively confirm the need for sofashield?

  Yes

  No

  N/A

• Did the Sofaworker establish sofashield is a 5 year service they will need?

  Yes

  No

  N/A

• Did the Sofaworker discuss the specific guarantee on the furniture and what IS covered?

  Yes

  No

  N/A

• View 'complete' questions only?

  Off

  On

• Was it established whether there is a date before which the customer is unable to accept delivery? (I.e set the ECA date)

  Yes

  No

  N/A

• Was the deliver period given as an approximate?

  Yes

  No

  N/A

• Where the payments confirmed and price recapped?

  Yes

  No

  N/A

• Did the Sofaworker confirm the access requirements? (doorways, 7.5ton van etc)

  Yes

  No

  N/A

• Was the deliver charges discussed and deposit taken?

  Yes

  No

  N/A

• View Sofashield script

  Off

  On

• "I've just remembered, you told me earlier that you eat and drink on your sofa, like we do. What I've done is include our sofashield service. It's up to you, but what that means is that if you are having a takeaway pizza or a glass of wine, and you get those little marks on it that you'll see out of the corner of your eye and drive you insane, not to mention spoil your sofa, someone will come out as many times as you need in the next 5 years to remove them"
  
  If the customer asks for it to be removed "okay, absolutely fine. It's up to you....but, like I say, we eat and drink on ours and I wouldn't buy a sofa without it. Are you sure you sent me to remove it?"

6. Create a brand advocate

• View ' brand advocate' questions only?

  Off

  On

• Did the Sofaworker thank the customer for the order?

  Yes

  No

  N/A

• Was 'my account' explained?

  Yes

  No

  N/A

• Did the Sofaworker confirm they had great service and introduced NPS?

  Yes

  No

  N/A

• Did the Sofaworker thank the customer again and shake their hand?

  Yes

  No

  N/A

Audit summary

• View summary

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• Comments

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