Title Page

  • Trainer

Checklist New joiner

  • Staff Name

  • Shop

Sale Floor (Tracking)

  • Score

  • Date

APPERANCE

1. Staff apperance

  • Staff represent presentable outfit including natural make-up.

  • Staff represent presentable outfit including neat hairstyles.

  • Staff represent presentable outfit and clean-shaven mustache.

  • MUST have stuff during working hours including Name Tag, Owndays Glasses, Cloth, Mini Bag and Arm Badge.

2. MANNER AND BEHAVIOR

  • Staff's manners and behaviors must be at a high level of standard and represent good posture to the customers.

  • Staff were able to represent a pleasant environment in the shop.

  • Do not stand still, arranging display should be considered to do.

  • Do not stand still, tidying glasses frames should be considered to do.

  • Do not stand still, cleaning shelves and islands should be considered to do.

3. WORKING POSTURE

  • Staff understood how to express hand gestures toward customers.

  • Staff understood about standing posture toward customers.

  • Staff understood how to make eyes contact toward customers.

  • Staff understood about tone of voice toward customers.

  • Staff understood about smiling facial expression toward customers.

4. FIRST APPROACH

  • Staff did ECHO more than 15 times per 1 hour.

  • Staff approached customers within 30 seconds after entering the shop.

  • Introduced OWNDAYS Concept to customers

  • Asked the customers to scan E-Brochure

  • Recommended *Air Ultem or *Memory Metal product and demonstrate their features.

  • Stated closing remarks word before leaving

5. SECOND APPROACH

  • Staff approached customer within 3 minutes, can be change accordingly to the situation

  • Making Contact: Expand the dialogue. Staff ask questions to find out customer needs

  • Discovering: Provide customers needs, compare brand or material for alternative choices to the customers

  • Serving: Action to fulfill customer needs

  • Staff held black tray or cloth while serving the customers

  • Staff demonstrated any lens tester to the customers

  • Take the appropriate action : fiding the new glasses for customer

6. LENS INFORMATION

  • Staff did explain about Hard-Multi Coating Lens. (Hard coating)

  • Staff did explain about Hard-Multi Coating Lens. (Multi Coating)

  • Staff did explain about Hard-Multi Coating Lens. (UV400)

  • Staff did understand about Transitions lens. (Comparing difference types of Transitions) (Transitions Basic)

  • Staff did understand about Transitions lens. (Comparing difference types of Transitions) (Transitions GEN 8)

  • Staff did understand about Color Lens

  • Staff did understand about Eye Shield Lens

  • Staff did understand about Polarized Lens

  • Staff did understand about i'Relax Lens

  • Staff did understand about Antifog Lens

  • Staff did understand about Myopia control Lens

  • Staff did understand about Progressive lens “Enhance”

  • Staff did understand about Progressive lens “Prestige”

  • Staff did understand about Progressive lens “Prestige Gold”

  • Staff did know the combinations lenses

7. PROMOTION

  • Staff recommended customers to buy a 2nd pair to get 25% discount.

  • Staff recommend customers about OWNDAYS membership.

  • Staff did offering OWNDAYS promotions. (such as credit card promotion etc.) /Refer friend discount.

8. RECEPTION

  • Staff fully understood OWNDAYS Membership System and Registration process

  • Staff did ask if the customers wearing contact lens and ask for their current glasses's prescription

  • F.O.P. : Staff fully informed policy detail (Give CX try on trial lens)

  • F.O.P. : Staff fully informed policy detail (ask for the signature)

  • Offering special top up lens /or suggest OWNDAYS contact lens to the customers

  • Lens replacement: Fully explained lens replacement Terms&Condition

  • Lens replacement: Fully explained lens replacement and check frame condition carefully.

  • Lens replacement: Fully explained lens replacement and ask customers for the signature

  • Staff did ask the customers for additional documents such as Tax invoice, Insurance claim, etc.

  • Staff gave a queue ticket and direction to the customer to the queued area

9. CASHIER

  • Checked lens stock and pick up the lens before cashiering

  • Repeated Frame model / frame color

  • Repeated prescription

  • Repeated lens type

  • Ask customers that they prefer paper bag or not.

  • Informed price clearly

  • Informed discount amount

  • Confirmed paid amount

  • Informed customers about Refunds policy

  • Asked for payment method

  • Received cash or card with both hands

  • Counted money more than 2 times in front of the customers before putting in the drawer or recheck customer signature both behind credit card and credit card slip

  • POS Operation (Correctly scan frame and lens)

  • POS Operation (Customer record)

  • POS Operation (Payment method)

  • Staff informed customer's remaining points

  • Staff did confirm with the customers if they need additional document

  • Folded the warranty card in a proper way

  • Informed collecting time and shop operation hours

  • Sent envelope to the customer with both hands

10. DISPENSING

  • Asked if the glasses is correct ,check balance up side down.

  • Wipe the lens before passing the glasses to the customers

  • Ask for the visibility after the customers try on glasses

10.1 ADJUSTMENT STEP

  • Front - Check balances (Staff did know how to check the balance of glasses. Check from pupil to upper rim of the frame)

  • Upper - Staff did know how to check the distance of eyes, lenses and nose pad.

  • Side - Check the inclination angle and end of the temporal tips

  • Facing-down - Staff did check if the glasses would slide down while facing down.

  • Overall - Staff did ask if the customers need any adjustment or not.

10.2 AFTER SALES SERVICE

  • Staff did ask the customers if they want to wear the glasses or keep it in the case

10.3 AFTER SALES SERVICE DETAILS

  • Adjustment - Staff inform customers that the adjustment services is available at any OWNDAYS shop around the world

  • Instructions - Staff did give a good instructions on keeping spectacles in proper way

  • Warranty - Staff did explain F+L warranty informations clearly

  • Exceed warranty - Staff did know which frame or condition doesn't cover by our warranty

  • Staff tell the customers to scan QR code on warranty card to get more information and inform to the customer that OWNDAYS have online warranty

  • Staff did ask the customers to evaluate or criticize the service through various channels to get complimentary a lens spray

11. SENDING CUSTOMERS

  • Staff sent paper bag to the customers with both hands/ Or asked if they want extra cloth instead of paper bag

  • Staff are willing to send the customer out-of-store with pleasure moment and always say "Thank you" to the customers

12. Phone Manner (Calling to the shop randomly)

  • Staff talk on the phone according to company standards

  • Talking to customer clearly. (Not too fast)

  • Using pleasant voice tone during talk to customer

  • Good point

  • Weak point

  • Trainee

  • Trainer

  • Maneger

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