South division RCM visit tool

• Conducted on

  Date

• Store Name and Number

• Region

• Store Manager

• Regional Manager

• Date and Time

  Date

• Add media

  Media

Overview

• General Overview of Observations and Findings

• Store manager

  Sign

• Regional manager

  Sign

• General score for the store RAG

  Red

  Amber

  Green

• Is POS correct?

  Yes

  No

  N/A

Make me feel welcome

• Take a picture of the outside of the store

  Media

• Is everyone wearing uniform?

  Yes

  No

  N/A

• Check the podium position. Is it suitable?

  Yes

  No

  N/A

Understand My Needs

• Check CRF forms for the following 4 categories. Both names of customer, reason for visit, lifestyle and solution of multiple products

  Yes

  No

  N/A

• Take a picture of the accessory bay and pricing

  Media

• Can everyone use Excalibur?

  Yes

  No

  N/A

• Is any customer on the phone, if so, why?

  Yes

  No

  N/A

• Do they have a correct demo solution and is there evidence that it's being completed properly

  Yes

  No

  N/A

Solution

• Are there multiple solutions for the customer on CRF?

  Yes

  No

  N/A

• Have they downloaded the my EE app?

  Yes

  No

  N/A

• Discuss service matrix with staff and Rio after report

  Yes

  No

  N/A

Boards

• Discuss the customer boards- discuss advocates actions from calls, and mystery shop<br><br>

  Yes

  No

  N/A

• Check dates on printed reports to confirm its the latest one

  Yes

  No

  N/A

• Is the previous months mystery shop visible and are there actions from it

  Yes

  No

  N/A

• What three things are they focusing on from the mystery shop results

  Yes

  No

  N/A

• Are all complaints up to date?

  Yes

  No

  N/A

Sales generation, check a days paperwork

• Are hbb line checks attached to contracts 80% strike rate

  Yes

  No

  N/A

• Is a compass print out attached to every top up. 80% strike rate

  Yes

  No

  N/A

• Are sim replacements being checked for add lines?

  Yes

  No

  N/A

• Do the team know of the daily figures?

  Safe

  At Risk

  N/A

• Check knowledge of the latest offers existing customers, ptp, sharer and hbb

  Yes

  No

  N/A

Sales generation

• Are the team using CRF?

  Safe

  At Risk

  N/A

• Is LRC at 100?

  Yes

  No

  N/A

• Are any general appointments being booked? Check the log

  Safe

  At Risk

  N/A

• Have any appointments come in today?

  Safe

  At Risk

  N/A

• Is there a ZERO sellers board?

  Yes

  No

  N/A

Over view of sales generation data. Actions for manager to follow up for next visit?

• Are there any validations?

  Yes

  No

  N/A

• Have you got any documented observations 1 per advisor per week minimum?

  Yes

  No

  N/A

People

• Are the teams aware of the latest best incentive

  Yes

  No

  N/A

• How many of the teams are on track to earn 100% bonus this month?

  Red

  Amber

  Green

• Have you got 4 weeks rota?

  Yes

  No

• Are Daily Briefings taking place and do all team members understand the content?

  Yes

  No

• Are EOM meetings taking place and is the manager present?

  Yes

  No

  N/A

• Is the store manager utilising the Best system and have monthly nominations been made?

  Yes

  No

• Has the training been completed by all team members? Insert the training focus topic in here and highlight the % the store is on

  Yes

  No

• Are all weekly and bi weekly reviews present and have they been completed to a satisfactory standards?

  Yes

  No

• Should advisors be on PIP?

  Yes

  No

  N/A

• Is anyone on PIP?

  Yes

  No

  N/A

Budgets

• Is the store to budget on fte?

  Yes

  No

  N/A

• Are the team members holidays logged in on the rota?

  Yes

  No

  N/A

Overview and Actions - People

• Overview - People

• Required Actions - People

Action