LX Report

Colleagues demonstrate explicit service standards delivering engaging, knowledgeable, and friendly service, interacting with customers at every opportunity. Guidelines: Refer to the 5 point action plan - Were you acknowledged within 30 seconds of entering the shop, are other customers acknowledged in the same time frame - Is there a colleague in the customer area where business levels allow? - Are customers being offered hot drinks or is there evidence that drinks have been consumed (empty cups)? Is there evidence of customers being offered hot drinks within 2 minutes? - Is clear eye contact being made when customers are served? - Is there evidence that pleasant farewells are being made when customers leave the counter/shop?

The shop standards are in line with our explicit retail standards and the shop is presented in a professional and consistent manner. There is evidence that the shop walk has been completed. Guidelines: - Signage is clean, free of visible marks and in working order if illuminated. - Shop front is clear of litter, the shop frame and windows are clean - External Marketing is current, correct and not damaged - Customer Area is free from litter, all dispensers are fully stocked and furniture and fittings are fit for purpose. - Zones are clearly defined, papers are straight, displayed correctly and internal marketing is correct as per virtual shop, marketing and LES. - Screen display is correct with Ladbrokes live 1, 2 and 3. - Wi Fi is on and working - Vending Area is cleaned and well stocked - Toilets are clean and well stocked - Counter Area is free from clutter - Staff are in company uniform

OTC knowledge is ready for the horse and football mystery shopper Guidelines - Has the colleague completed and passed the most recent horse and football fitness test - Are you observing prices being offered to customers who are placing bets within BOG times, did the staff members mention BOG at all? - Can the staff member tell you the feature race of the day? - Is there evidence of staff interacting with football customers? - If it's Friday, Saturday, is the TPTT coupon being offered, mentioned to customers? Can you observe the weekend quick slip being transferred to a tptt coupon? - Ask the team member what the TPTT benefits are, do they understand it has prices matched at hills and corals?

Machine knowledge on the SSBT and FOBT is ready for the mystery shopper Guidelines - Is there evidence of SSBT OR MACHINE customers being interacted with on your visit? - Colleagues can show you how to build an accumulator on the SSBT including different markets - Can the team member show you how to increase the returns without increasing the stake money? Give them a target of returns and ask them to show you how to get that return. - Can the colleague demo key bet 500 to you, show you the key features and selling points? - Check the understanding of the process of how to allow a customer to be able to play £50 stakes +, they need to mention load over the counter or sign up to an account.

Compliance awareness and knowledge of policy is apparent Guidelines - Can the colleague complete a self exclusion form? - Ask them to tell you about self exclusion, how many shops can you exclude from? How long does an exclusion last? Is a photo necessary? Should they exclude from the competition? Do we have literature on exclusion we can give to customers? Where it is located? - Check the think 21 logs, has the whole team been filling them in? Have the shop team completed the most recent think 21 CBT? - Check the shop for anyone under the age of 21, have they been asked for ID? - Ask the colleague to tell you what the think 21 policy is and why we have it.