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
