Live sales audit - V5

• 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 within a reasonable timeframe from when the customer arrives to store?

  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 bring the room set to life during the M&G?

  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

• What's the meet and greet word perfect?

  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 manor (what re-approach was used - please expand)

  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 (What information was gathered from list below?)

  Yes

  No

  N/A

• 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

The sofaworks way

• View 'value works' only?

  Off

  On

• LOW LOW PRICES, NOT YO YO PRICES "....because at Sofaworks, permanently low prices means no risk of paying double until they're reduced later"

• LOW LOW PRICES, NOT YO YO PRICES "....no rushing or pushing for a sale that ends on Sunday"

• LOW LOW PRICES, NOT YO YO PRICES "....that's why your dream sofa will always cost less with sofaworks!"

• Was this used effectively (expand - how?)

  Yes

  No

  N/A

• View 'Experience works' only?

  Off

  On

• NO SALESMEN. NO COMMISSION. NO PRESSURE "....the hard sell or chasing you around the store is not for us"

• NO SALESMEN. NO COMMISSION. NO PRESSURE "....so trusted advice on durability, colour, style and value from specialists rather than salesmen on commission, is a relaxing difference at Sofaworks."

• NO SALESMEN. NO COMMISSION. NO PRESSURE "....it makes finding the one that works easier, with less hassle."

• Was this used effectively (expand - how?)

  Yes

  No

  N/A

• View 'quality works' only?

  Off

  On

• EXCLUSIVE DESIGN, HANDMADE FOR SOFAWORKS "....we get very attached to our exclusive designs."

• EXCLUSIVE DESIGN, HANDMADE FOR SOFAWORKS "....that's why we only trust the best manufacturers to bring them to life.."

• EXCLUSIVE DESIGN, HANDMADE FOR SOFAWORKS "....it allows us to include exclusive and reassuring, extended guarantees that last up to a lifetime.."

• Was this used effectively (expand - how?)

  Yes

  No

  N/A

• View 'choice works' only?

  Off

  On

• YOU'LL ALWAYS FIND YOUR DREAM SOFA "....with our help, choosing from over 30,000 sofa options is easy"

• YOU'LL ALWAYS FIND YOUR DREAM SOFA "....we have more seating arrangement, sizes, fabrics and leathers in every one of our 250 exclusive designs"

• YOU'LL ALWAYS FIND YOUR DREAM SOFA "....this means you'll fall in love and find the one that works for you with Sofaworks"

• Was this used effectively (expand - how?)

  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 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? (What were they?)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  NA

• Did the Sofaworker effectively narrow down the range?

  Yes

  No

  N/A

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 ask for the sale?

  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, did the Sofaworker close and Establish payment using the waterfall finance management?

  Yes

  No

  N/A

• Did the Customer object to the close?

  Yes

  No

  N/A

• Did the Sofaworker handle the objection?

  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 delivery period given as an approximate?

  Yes

  No

  N/A

• Was it established whether there is a date before the customer is unable to accept delivery? (i.e set the ECS date and storage charges discussed?)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was the corner group orientation confirmed and line added to confirm this? (Is it an official order line?)

  Yes

  No

  N/A

• Were the colours of the order confirmed by the customer through effective use of the swatch?

  Yes

  No

  N/A

• Was the order confirm line by line?

  Yes

  No

  N/A

• View 'care' questions only?

  Off

  On

• Did the Sofaworker demonstrate the need to, and how to maintain the product? (Pre-care advice)

  Yes

  No

  N/A

• Firmer on arrival?

• Plump?

• Rotate seating?

• Arms are for arms?

• Sunlight?

• Hovering?

• Dye transfer?

• Fire retardancy or leather characteristics?

• Did the Sofaworker demonstrate the need to, and how to maintain the product using a are kit?

  Yes

  No

  N/A

• Was the care advice done with passion and enthusiasm? Was it clear?

  Yes

  No

  N/A

• Did the Sofaworker establish Sofashield is a 5 year service they will need using the information gathered from the lifestyle questioning?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the Sofaworker prepare the customer for professional delivery? (Access, small scuffs, correcting small issues on hand)

  Yes

  No

  N/A

• Were the deliver charges made clear to the customer?

  Yes

  No

  N/A

• Did the customer object to any of the extras explained?

  Yes

  No

  N/A

• Was the objections handled in the correct way?

  Yes

  No

  N/A

• View 'complete' questions only?

  Off

  On

• Was the combination confirmed with the customer including facing line?

  Yes

  No

  N/A

• Where the price and payments confirmed with the customer?

  Yes

  No

  N/A

• Was the order checked against the swatch and agreed by the customer?

  Yes

  No

  N/A

• Did the customer confirm a sofaworks vehicle can park close to the property without any restrictions?

  Yes

  No

  N/A

• Did the customer confirm they have sufficient access from outside their property to room of there choice?

  Yes

  No

  N/A

• Did the customer confirm the furniture is of a suitable size for the room?

  Yes

  No

  N/A

• Did the Sofaworker reiterate to the customer they have 48 hours to amend their order?

  Yes

  No

  N/A

• Was the customer asked to confirm the ECA date is the very earliest date they can except the order?

  Yes

  No

  N/A

• Was it made crystal clear to the customer they cannot cancel the order?

  Yes

  No

  N/A

• Did the customer (not the Sofaworker) tick each line before entering the final pin?

  Yes

  No

  N/A

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 ask for a named testimonial on Trust Pilot?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was the brand advocate script word perfect?

  Yes

  No

  N/A

Audit summary

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