Overview and sign off
General Overview of Observations and Findings
Check everyone has name badges and do a uniform check
General score for the store RAG
Call the store phone, is there an answerphone message set up?
Check booking bug for staff and history
Check the podium position. Is it suitable?
Check name badges and uniform
Is the SFM selling from the concierge
Check CRF forms for the following 4 categories. Both names of customer, reason for visit, lifestyle and solution of multiple products
Can they all use Excalibur
Do they have a correct demo solution and is there evidence that it's being completed properly
Observe a demo
Are they completing s 4G test to showcase network, e.g downloading videos to show speeds
Is wifi calling activated on the devices
What's the network story they are using to tell customers.
Have they downloaded My EE App for customers
Are the staff using company apps
Speak to at least one customer after purchase. 1 exit survey
Check the repairs draw to see how many are outstanding and check global care number should be 0,0,3
Check Exaclibur usage and Recycle
Check that everyone has my performance log ins
Discuss service matrix with staff and Rio after report
What are the advocates actions on customer board
Discuss the customer boards- discuss advocates actions from calls, and mystery shop
Observe an advocate call
Check dates on printed reports to confirm its the latest one
Is the previous months mystery shop visible and are there actions from it
What three things are they focusing on from the mystery shop results
Are store standards at an acceptable level?
Is the stock room/ cage/ safe tidy and organised?
Has the Forced Churn Folder been set up as per policy and has the latest report been reviewed and relevant contracts filed?
Have the last three months Store Manager H&S checklists been completed?
Has a Regional Manager H&S checklist been completed in the last six months? (If no, please complete one!)
What's the stock loss mtd?
Are there any RA handsets?
Are there any Idocs that need to be investigated?
Has the latest version of the VM app been downloaded and is it being used?
What are 3 of the latest changes on the matrix? Have they been actioned? RAG
Check three of the latest price changes RAG
Has the store updated the VM guide and posted their findings?
Are there any outstanding deliveries of pos that the store has escalated. Take a picture of the order request and log ref if any.
Overview - Operations
Required Actions - Operations
Are the offer sheets being printed and added to contracts? 80% attach rate
Are hbb line checks attached to contracts 80% strike rate
Are team members quoting hbb as discussed in regional meeting?
Is a compass print out attached to every top up. 80% strike rate
Are sim replacements being checked for add lines?
Is there boxed stock of tablets on the shop floor?
Is the tablet, live demo, being shown to customers?
Are any appointments being booked? Check the log
Have any appointments come in today?
Do the team know of the daily figures?
Check knowledge of the latest offers existing customers, ptp, sharer and hbb
Is a manager welcoming in customers through the concierge?
Are the keys being controlled on the shop floor?
Have all team members done the eetv module?
Has the manager booked all their holiday on mss?
Are the teams aware of the latest best incentive
Are teams aware of the commission structure?
How many of the teams are on track to earn bonus this month?
Is the Rota Tool being used and are rotas completed four weeks in advance?
Is MEE time being booked in, utilised and completed?
Are Daily Briefings taking place and do all team members understand the content?
Is the Ethical Selling sign off completed for all team members?
Are EOM meetings scheduled, attended by all team members and can all advisors talk about the content?
Is the store manager utilising the Best system and have monthly nominations been made?
Has the training been completed by all team members? Insert the training focus topic in here and highlight the % the store is on
Are all probationary and monthly reviews present and have they been completed to a satisfactory standard?
Overview - People
Required Actions - People