Title Page
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Shop Number
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Shop Name
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Marketplace Number
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Conducted on
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Prepared by
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Was the MPM present on the shop visit
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- No
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Colleagues Duty
Customer Service Standards
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Colleague demonstrates they can deliver a knowledgable, friendly service to their customers, meeting the explicit service standards.<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?<br><br>- Did the colleague discuss any offers/products or services such as BOG, The Grid Card, The Grid Money Back coupon,One Ladbrokes (multi-channel/digital), new game, SSBTs with any customers during your visit.
Knowledge Standards
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Did the colleague/s demonstrate they had a passion for sport and offer expert advice on sports betting.<br><br>-Was the colleague able to give a competent demonstration on how to use SSBTs highlighting key features such as cash out, select markets, how to build an accumulator, quick links etc....<br><br>-Was the colleague able to give a competent demonstration on how to play latest Tier 1 game highlighting key features and similar games<br><br>-Was the colleague able to explain how to access the One Ladbrokes Portal, how to sign customers up to a Ladbrokes account, download the app, how to target customers using the playbook approach (including using the MC sign up code), how to promote cash out, my acca & bet status?<br><br>-Was the colleague able to explain benefits of the Grid Card and how to register?<br><br>-Was the colleague able to tell what horse meeting were on that day, where the feature race was at, if there was any big races/meetings coming up, what football matches were coming up, any sporting events coming up etc....<br><br>-Was the colleague able to explain how to read the form on a racecard to you?<br><br>-Has the colleague completed all the current Ladrokes Experience modules?<br><br>-Was the colleague able to explain current daily offers such as BOG, 4/1 free bet offer, Grid Acca etc....
Retail Standards
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Is the shop presented in line with our explicit standards?<br><br>Guidlines<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>-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<br><br>-Has the shop walk been completed <br><br>-TV’s are on and in good working order with no visible faults to colour or alignment<br><br>-The screen display is as per the broadcast with the correct channels showing, SKY TV is available and correct channel is displayed<br><br>-Wi-Fi is on and you are able to access it, current password is clearly available in shop<br><br>-SSBT/Gaming Machines are on and in good working order.<br><br>-Audio is at an acceptable level <br>
Business Focus
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Are shop team aware of current business focus and is there evidence they are working to deliver this<br><br>Guidlines<br><br>-What is the shops current performance on SSBT T/O and GW?<br>-Is there evidence of a plan in place to deliver this focus?<br><br>-What is the shops current performance on Keybet 500 roulette (% of T/O and GW against core roulette)?<br>-Is there evidence of a plan in place to deliver this focus?<br><br>-What is the shop performance on Best Odds Guaranteed (% of horse bets that have prices on them, T/O and slips measured)?<br>--Is there evidence of a plan in place to deliver this focus?<br><br>-What is the shop performance on One Ladbrokes (multi-channel/digital) number of acquisitions?<br><br>-What is the colleagues knowledge and understanding like of the current business focuses?
Compliance Standards
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Can the colleagues demonstrate they are compliant in the following areas:<br><br>Responsible Gambling<br>-Review the shops interaction logs; <br>-What is the colleagues understanding of what goes into the interaction log? <br>-Are there any examples of entries that should not have been in the logs.<br>-Has the colleague completed CBT<br>-Has the colleague been trained on positive interaction?<br>-Review machine alert logs; <br>-is there evidence of customers names being used?<br><br>Self Exclusion<br>-Can the colleague confidently explain the process, mentioning key information such as mandatory photo, 12 month exclusion, recommence gambling form, exclude from competitors, Gamcare and literature?<br>-Can the colleague explain what to do in the event of a self exclusion breach?<br>-Can the colleague locate the local self exclusion agreements for their shop?<br><br>Think 21<br>-Has the colleague completed the CBT?<br>-What is the shops current performance?<br>-Is there evidence there is a plan in place to ensure shop team deliver on Think 21 policy?<br>-Have the think 21 logs been reviewed by team or MPM? Are there any concerns?<br><br>-Does the shop have all the correct compliance posters on display (check interactive shop for guidance)?<br>-Have all colleagues completed all of the required CBTs?<br><br><br>
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Action points
