LX Report Visit 2015

• LX Report No:

• Area:

• MPM Group:

• Conducted on:

  Date

• Prepared by:

• Location:
  Address

• Colleagues on Duty:

• Were you/are customers acknowledged within 30 seconds of entering the Shop?

  YES

  NO

• Did you observe a Colleague in the customer Area?

  YES

  NO

  N/A

• Did you observe customers being offered hot drinks within two minutes of entering the Shop?

  YES

  NO

  N/A

• Did you observe Colleagues maintaining clear eye contact with customers whilst serving them?

  YES

  NO

• Did you observe evidence of regular discussions between colleagues and customers regarding current Ladbrokes offers and promotions?

  YES

  NO

• Did you observe colleagues offering pleasant farewells to Customers as they leave the Shop?

  YES

  NO

• Is the Shop floor litter free, dispensers fully stocked and all fixtures and fittings ok?

  YES

  NO

  N/A (provide ref)

• Is all external marketing correct and in acceptable condition?

  YES

  NO

  N/A (provide ref)

• Is vending section fully stocked, presentable and in working order?

  YES

  NO

  N/A (provide ref)

• Is Shop interior marketed correctly as per LES and virtual Shop.

  YES

  NO

  N/A (provide ref)

• Is the counter Area organised and presentable?

  YES

  NO

• Is there evidence that the Shop walk has been completed?

  YES

  NO

  N/A

• Are the customer toilets in working order and clean/acceptable condition?

  YES

  NO

  N/A (provide ref)

• Are all TV screens clean, in working order and displaying the correct information?

  YES

  NO

  N/A (provide ref)

• Is WiFi working and accessible?

  YES

  NO

  N/A (provide ref)

• Are all GM/SSBT positions clean and in working order?

  YES

  NO

  N/A (provide ref)

• Have the colleagues on Duty completed the MOST recent colleague fitness test? (Please provide the name of the relevant Fitness test in the comments)

  YES

  NO

  N/A

• Can colleagues on duty effectively demonstrate our Gaming Machines content to customers?

  YES

  NO

• Can colleagues on duty explain the Ladbrokes One Ladbrokes account sign up process to customers?

  YES

  NO

• Can colleagues on Duty explain the Grid card sign up and verification process to customers

  YES

  NO

• Are colleagues on duty able to demonstrate how to acess and navigate the Ladbrokes Experience library?

  YES

  NO

• Can ALL colleagues on Duty answer correctly the auditor's bespoke 'What's Happening' question?

  YES

  NO

• Did you observe evidence of Colleagues using the information on the LES Ladbrokes Experience page in their discussions with customers?

  YES

  NO

• Have the Colleagues on Duty completed the MOST recent CBT test? (Please include name of test in comments)

  YES

  NO

  N/A

• Are all of the correct Compliance marketing materials displayed in the branch?

  YES

  NO

  N/A (provide ref)

• Is there evidence of a clear Think 21 plan in Shop

  YES

  NO

• Can colleagues on Duty locate SE agreements and name at least two customers?

  YES

  NO

• Can colleagues on Duty explain the correct Self Exclusion breach process

  YES

  NO

• Can colleagues on Duty explain and implement Ladbrokes Self Exclusion Policy?

  YES

  NO

• Are Machine alert logs up to date and correctly used?

  YES

  NO

• Can colleagues on Duty understand/implement 'Positive Interaction'?

  YES

  NO

• Is the interaction log up to date and well maintained?

  YES

  NO

• Can the colleagues in Duty display a working knowledge of the Shop/MP's financial performance?

  YES

  NO

• Is there clear evidence within the Shop of a plan in place to deliver on weekly focus? (Please define current weekly focus in answer)

  YES

  NO

• Can the colleagues on Duty explain the details of the current Gaming Machines Focus? (Please provide the name of Focus in comments)

  YES

  NO

• Is there clear evidence within the Shop of a plan to support current Gaming Machines Focus?

  YES

  NO

• Did you observe evidence of Regular competitor visits? (Please include the date of the latest competitor visit in answers)

  YES

  NO

• Can colleague on duty explain Best Odds Guaranteed?

  YES

  NO

• Did the Colleague Challenge on Entry during their last Think 21 visit? (If they are yet to receive a visit in their career please score N/A. Please rebrief those colleagues scoring NO and N/A on- site)

  YES

  NO

  N/A

Area Managers Actions/Concerns -