Information
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Shop Number
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Shop Name
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Marketplace Number
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Prepared by
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Has the MPM completed the visit with you?
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Colleagues on Duty
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Conducted on
Shop Visit - Mystery Shopper 2015
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Colleagues demonstrate explicit service standards delivering engaging, knowledgeable, and friendly service, interacting with customers at every opportunity.<br><br>Guidelines:<br><br>Refer to the 5 point action plan <br><br>- Were you acknowledged within 30 seconds of entering the shop, are other customers acknowledged in the same time frame<br><br>- Is there a colleague in the customer area where business levels allow?<br><br>- 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?<br><br>- Is clear eye contact being made when customers are served?<br><br>- Is there evidence that pleasant farewells are being made when customers leave the counter/shop?
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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.<br><br>Guidelines:<br><br>- Signage is clean, free of visible marks and in working order if illuminated.<br><br>- Shop front is clear of litter, the shop frame and windows are clean<br><br>- External Marketing is current, correct and not damaged<br><br>- Customer Area is free from litter, all dispensers are fully stocked and furniture and fittings are fit for purpose.<br><br>- Zones are clearly defined, papers are straight, displayed correctly and internal marketing is correct as per virtual shop, marketing and LES.<br><br>- Screen display is correct with Ladbrokes live 1, 2 and 3. <br><br>- Wi Fi is on and working<br><br>- Vending Area is cleaned and well stocked<br><br>- Toilets are clean and well stocked<br><br>- Counter Area is free from clutter<br><br>- Staff are in company uniform
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OTC knowledge is ready for the horse and football mystery shopper<br><br>Guidelines<br><br>- Has the colleague completed and passed the most recent horse and football fitness test<br><br>- Are you observing prices being offered to customers who are placing bets within BOG times, did the staff members mention BOG at all?<br><br>- Can the staff member tell you the feature race of the day?<br><br>- Is there evidence of staff interacting with football customers?<br><br>- 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?<br><br>- Ask the team member what the TPTT benefits are, do they understand it has prices matched at hills and corals?
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Machine knowledge on the SSBT and FOBT is ready for the mystery shopper<br><br>Guidelines<br><br>- Is there evidence of SSBT OR MACHINE customers being interacted with on your visit?<br><br>- Colleagues can show you how to build an accumulator on the SSBT including different markets<br><br>- 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.<br><br>- Can the colleague demo key bet 500 to you, show you the key features and selling points?<br><br>- 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.<br><br><br>
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Compliance awareness and knowledge of policy is apparent<br><br>Guidelines<br><br>- Can the colleague complete a self exclusion form?<br><br>- 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? <br><br>- Check the think 21 logs, has the whole team been filling them in? Have the shop team completed the most recent think 21 CBT?<br><br>- Check the shop for anyone under the age of 21, have they been asked for ID?<br><br>- Ask the colleague to tell you what the think 21 policy is and why we have it.<br><br>
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C&B Summary
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Actions Required
