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
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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>- 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>
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Team focused on the customer experience ensuring all appliances, fittings and offerings are available and in full working order.<br><br>Guidelines<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<br><br>- SKY TV is available and correct channel is displayed<br><br>- Wi-Fi is on and in good working order, current password is clearly available<br><br>- SSBT/Machines are on and in good working order<br><br>- Furniture is available for customers, in good condition<br><br>- Audio is at an acceptable level
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Colleagues have a level of knowledge applicable to their grade for all sport, products and betting opportunities available.<br><br>Guidelines<br><br>- Check that colleagues have completed the relevant Ladbrokes Experience Modules<br><br>- Colleagues can talk about any feature horse meeting. race, football match or sporting event relevant to that day or coming up.<br><br>- The main offers/concessions, bonuses of the day are known and being promoted<br><br>- Colleagues can demonstrate confidently on the SSBT’s and Machines and relay benefits of terminal features or games.<br><br>
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Colleagues demonstrate social responsibility in relation to positive interaction, complying with the ABB code, and are serious about compliance.<br><br>Guidelines<br><br>- Colleagues are able to demonstrate an understanding of identifying behavioural indicators.<br><br>- Colleagues can demonstrate their knowledge and confidence in dealing with anti social behaviour and dealing with it at an early stage<br><br>- Colleague can demonstrate how to set a voluntary limit on the machine<br><br>- BS2000 machine logs are actioned immediately and have actions for each instance<br><br>- Alert logs are correctly filled in with customer name and match BS2000 log<br><br>- Interaction log is to hand and evidence that it is used where needed, colleagues can explain how and when to interact with a customer about their gambling<br><br>- Colleagues can correctly explain the self exclusion process to you and show they can correctly complete the forms.<br><br>
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Colleagues show an understanding of the business and local area, demonstrating competitiveness.<br><br>Guidelines<br><br>- Ask colleagues to talk you through the current shop performance<br><br>- Are the team aware of their most popular products<br><br>- Can the team navigate LRS<br><br>- Are the team aware of the competitors and have an understanding of how they will win the local market share<br><br>- Has the market share figure been completed on BS2000<br><br>
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Colleagues up to date on communication, training and development within the business.<br><br>Guidelines<br><br>- Have staff been briefed on the most recent monthly cycle from their MPM, or if MPM is present, from their AM, what were the main points?<br><br>- Is there evidence that What’s Happening has been read for the latest week.<br><br>- Are CBT’s up to date, is Get Set up to date if applicable<br><br>- Check the Retail Performance booklets and check for completion of review scores<br><br>- Has the employee got a current PDP within their booklet<br><br>
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C&B Summary
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Actions Required
