Title Page
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MY NJ CHECKLIST
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Conducted on
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Shashnitha
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Location
NJ CHECKLIST MY
1. STAFF APPEARANCE
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Staff overall appearance looks presentable and neat
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Staff represents with a neat hairstyle
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Women with natural make up and men with clean shave face
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Well trimmed nails ( No fancy nail poilish )
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Staff are in their full uniform ( polo T, name tag, badge and owndays glasses)
2.Manner & Behaviour
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Staff providing a pleasent environment in the shop
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Staff always finds something to do as cleaning the glasses and arranging the stocks while not serving customer
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Staff uses black tray or cloth while serving customer
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Staff communicate with nice voice tone and being humble while serving customer
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Staff carries with positive attitude
3. WORKING POSTURE
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Staff presents good working posture ( not leaning onto objects)
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Staff uses opened hand instead of pointing to subjects
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Staff does not look absent minded
4. FIRST APPROACH
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Staff perform echo for every customer walking in
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First approach is done in 30 sec upon customer arrival
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Staff explains OWNDAYS CONCEPT to customers
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Staff introduce AIR ULTEM and MEMORY METAL frames to customer
5. SECOND APPROACH
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Conducted within 3 minutes after first approach ( depends the situation )
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Making contact ( staff elavates the communication with customer )
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Discovering ( Staff able to discovers customer issue/ need)
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Serving ( Staff provide the solution and / or serve customer according to their preferences or need )
6.LENS INFORMATION
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Staff is able to explain the features of HMC lens
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Staff understands and able to explain the differences between ESL and PC 420 lens
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Staff able to differentiate transition basic and trasition Gen 8
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Staff acknowledge the exsistence of color lens
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Staff understands the usage of polarised lens
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Staff understands how I’ Relax different from other single vision lenses
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Staff able to explains the function of Myopia control lenses
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Staff able to explain 3 different ptogressive lenses and thier scope of vision
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Staff aware of combination lenses
7. PROMOTIONS
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Staff aware of TC of 2nd pair promotion
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Staff are able to solve 25% calculation
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Staff understands the membership system
8. RECEPTION
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Staff introduce membership system to customer
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Staff is able to assist customer for the registration process
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Staff recommends optional lens to customer
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Staff do check customer KB or contact lens details
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Staff explains lens replacement conditions to customer and asks for customer signature
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Staff asks for official receipt
9.CASHIER
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Staff checks for stocks lens availability
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Staff mention again the type of frame and lens customer have chosen.
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Staff repeats the prescription to customer
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Staff able to do POS system ( scan frame, lens , karte id , membership id)
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Making total payment confirmation with customer ( state about price and discount if have)
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Asking for payment method
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Receiving cash or card with both hands
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If cash, counting it more than 2 times and if payment done by card confirming payment input before proceeding
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Informing customer about their membership points
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Informing customer the collection time and date
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Fold warranty card into envelope and passing it to customer with both hands
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10. DISPENSING
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Staff asks for warranty card and verify the information such as name, karte id and frame model
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Staff check the balance if the frame upside down ( staff must know what is the purpose of this step )
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Clean and letting customer to try on
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Staff inform the customer to check their vision
10.1 5 STEP FITTING & HAND OVER
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Front : Staff able to check the balance of the frame from front view
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Upper : Staff understands what is wrap angle and know how to check WA and nose pad
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Side: Staff could check the inclination of temporal and temporal tip. Able to check the vertex distance and pantoscopic angle.
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Staff check whether the frame would slide down while the customer is facing down.
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Staff asks for the adjustment comfortability.
10.2 AFTER SALES SERVICE
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Staff informs customer about after sales adjustments
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Staff mention the instructions to customer
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Staff explains the warranties to customer
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Staff explains the out of warranty to customer
SENDING OVER
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Staff asks customer’s review
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Saying thank you and send customer to the front of the shop
