Information
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Conducted on
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Store Name and Number
Store Information
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Region
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Store Manager
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Regional Manager
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Date and Time
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Add media
Overview and sign off
Overview
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General Overview of Observations and Findings
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Store manager
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Regional manager
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Check everyone has name badges and do a uniform check
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General score for the store RAG
Customer
Welcome Me
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Take a picture of the outside of the store
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Call the store phone, is there an answerphone message set up?
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Check booking bug for staff and history
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Check the podium position. Is it suitable?
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Check name badges and uniform
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Is the SFM selling from the concierge
Understand My Needs
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Check CRF forms for the following 4 categories. Both names of customer, reason for visit, lifestyle and solution of multiple products
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Take a picture of the accessory bay and pricing
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Can they all use Excalibur
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Are any advisors on the Rio waste calls top 20 as highlighted in the central London newsletter?
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Is any customer on the phone, if so, why?
Show tell me and let me try
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Do they have a correct demo solution and is there evidence that it's being completed properly
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Observe a demo
Help Me Decide
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Are they completing s 4G test to showcase network, e.g downloading videos to show speeds
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What's the network story they are using to tell customers.
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Is wifi calling activated on the devices
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Are the staff using company apps
Set me up brilliantly
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Have they downloaded My EE App for customers
Be there when I need you
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Speak to at least one customer after purchase. 1 exit survey
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Check the repairs draw to see how many are outstanding and check global care number should be 0,0,3
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Check Exaclibur usage and Recycle
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Check that everyone has my performance log ins
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Discuss service matrix with staff and Rio after report
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What are the advocates actions on customer board
Beyond the EE way
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Discuss the customer boards- discuss advocates actions from calls, and mystery shop<br><br>
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Observe an advocate call
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Check dates on printed reports to confirm its the latest one
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Is the previous months mystery shop visible and are there actions from it
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What three things are they focusing on from the mystery shop results
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Are all complaints up to date?
Operations
Operations
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Are store standards at an acceptable level?
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Is the stock room/ cage/ safe tidy and organised?
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Are back of house standards in line with Central London's aspirations?
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Take a picture of the back areas and the toilet.
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Is the value board up to date with the correct detail displayed?
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Is the central London newsletter on display?
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Has the Forced Churn Folder been set up as per policy and has the latest report been reviewed and relevant contracts filed?
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Have the last three months Store Manager H&S checklists been completed?
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Has a Regional Manager H&S checklist been completed in the last six months? (If no, please complete one!)
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What's the stock loss mtd?
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Are there any RA handsets?
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Are there any Idocs that need to be investigated?
Pos
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Are the windows clean? With correct signage?
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Is the chalkboard displaying the correct message?
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Has the latest version of the VM pos guide been downloaded and is it being used? <br>
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What are 3 of the latest changes on the matrix? Have they been actioned? RAG
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Check three of the latest price changes RAG
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Has the store updated the VM guide and posted their findings?
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Are there any outstanding deliveries of pos that the store has escalated. Take a picture of the order request and log ref if any.
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Take pictures of store standards. Dust and missing price tickets should be highlighted?
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Are there any outstanding actions from the ops lead?
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Overview - Operations
Overview and Actions - Operations
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Required Actions - Operations
Action
sales
Sales generation, check a days paperwork
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Are hbb line checks attached to contracts 80% strike rate
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Are team members quoting hbb as discussed in regional meeting?
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Is a compass print out attached to every top up. 80% strike rate
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Are sim replacements being checked for add lines?
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Is the tablet, live demo, being shown to customers?
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Do the team know of the daily figures?
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Check knowledge of the latest offers existing customers, ptp, sharer and hbb
Sales generation
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Is the store an LRC store, if yes, are they booking appt's at 35% of all calls?
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Are any general appointments being booked? Check the log
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Have any appointments come in today?
Over view of sales generation data. Actions for manager to follow up for next visit?
People
People
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Has the manager booked all their holiday on mss?
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Are the teams aware of the latest best incentive
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How many of the teams are on track to earn bonus this month?
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Is the Rota Tool being used and are rotas completed four weeks in advance?
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Are Daily Briefings taking place and do all team members understand the content?
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Are EOM meetings taking place and is the manager present?
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Is the store manager utilising the Best system and have monthly nominations been made?
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Has the training been completed by all team members? Insert the training focus topic in here and highlight the % the store is on
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Are all probationary and monthly reviews present and have they been completed to a satisfactory standard?
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Take a picture of the mss disciplinary profile for the store
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Take a picture of the stores profile on mss
Budgets
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Is the store to budget on fte?
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Are the team members holidays logged in on the rota?
Overview and Actions - People
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Overview - People
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Required Actions - People
Action
