Title Page
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Trainer
Checklist New joiner
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Staff Name
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Shop
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Score
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Date
Sale Floor (Tracking)
1. Staff apperance
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Staff appearance overall is in neat condition.
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Staff represents neat hairstyles.
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Man must have clean-shaven mustache and women with natural make up.
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MUST have stuff during working hours including Name Tag, Owndays Glasses, Cloth, Mini Bag and Arm Badge
2. MANNER AND BEHAVIOR
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Staff's manners and behaviors must be at a high level of<br>standard and represent good posture to the customers.<br>
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Staff were able to represent a pleasant environment in the<br>shop.<br>
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Staff always find something to do ex. arranging displays, tidy glasses, and cleaning shelves.
3. WORKING POSTURE
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Staff opened hand instead of pointing when talking with<br>customer.
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Staff has good standing posture toward customer.
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Staff has eyes contact with customer.
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Staff using nice voice tone with customer.
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Staff has smiley face toward customer.
4. FIRST APPROACH
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Staff always ECHO when attending and greeting customers.<br><br>
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Staff approached customers within 30 seconds after entering<br>the shop.<br>
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Introduced OWNDAYS Concept to customers.<br>
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Bring Brochure to customers and explain information
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Recommended *Air Ultem or *Memory Metal product and<br>demonstrate their features.<br>
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Stated closing remarks word before leaving.
5. SECOND APPROACH
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Staff approached customer within 3 minutes, can be change<br>accordingly to the situation.
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Making Contact: Expand the dialogue. Staff ask questions to<br>find out customer needs.
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Discovering: Provide customers needs, compare brand or<br>material for alternative choices to the customers.
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Serving: Action to fulfill customer needs.
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Staff held black tray or cloth while serving the customers.
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Staff demonstrated any lens tester to the customers<br>
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Take the appropriate action : fiding the new glasses for<br>customer
6. LENS INFORMATION
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Staff did explain about Hard-Multi Coating Lens. (Hard coating)
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Staff did explain about Hard-Multi Coating Lens. (Multi Coating)
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Staff did explain about Hard-Multi Coating Lens. (UV400)
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Staff did understand about Transitions lens. (Comparing difference types of Transitions) (Transitions Basic)
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Staff did understand about Transitions lens. (Comparing difference types of Transitions) (Transitions GEN 8)
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Staff did understand about Color Lens
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Staff did understand about Eye Shield Lens
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Staff did understand about Polarized Lens
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Staff did understand about i'Relax Lens
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Staff did understand about PC Comb Lens
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Staff did understand about Myopia control Lens
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Staff did understand about Progressive lens “Enhance”
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Staff did understand about Progressive lens “Prestige”
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Staff did understand about Progressive lens “Prestige Gold”
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Staff did know the combinations lenses
7. PROMOTION
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Staff recommended customers to buy a 2nd pair to get 25%<br>discount.<br>
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Staff recommend customers about OWNDAYS membership.<br>
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Staff did offering OWNDAYS promotions. (such as credit card<br>promotion etc.) /Refer friend discount.
8. RECEPTION
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Staff fully understood OWNDAYS Membership System and<br>registration process.
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Staff did ask if the customers wearing contact lens and ask for their current glasses's prescription
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F.O.P. Process : Staff fully informed policy detail and give CX<br>try on trial lens.<br>
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F.O.P. Process : Staff ask for the signature.
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Offering special top up lens /or suggest OWNDAYS contact<br>lens to the customers.
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Lens replacement: Fully explained lens replacement<br>Terms&Condition.
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Lens replacement: Fully explained lens replacement and<br>check frame condition carefully.
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Lens replacement: Fully explained lens replacement and ask<br>customers for the signature.
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Staff did ask the customers for additional documents such as<br>Tax invoice, Insurance claim, Official Recipe etc.
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Staff direction to the customer to the queued area.
9. CASHIER
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Checked lens stock and pick up the lens before cashiering
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Repeated Frame model / frame color to customer
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Repeated prescription to customer
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Repeated lens type to customer
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Informed price clearly
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Informed discount amount
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Confirm total paid amount
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Informed customers about Refunds policy
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Asked for payment method
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Received cash or card with both hands
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Counted money more than 2 times in front of the customers both behind credit card and credit card slip
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POS Operation (Correctly scan frame and lens)
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POS Operation (Customer record)
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POS Operation (Payment method)
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Staff informed customer's remaining points
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Folded the warranty card in a proper way
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Informed collecting time and shop operation hours
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Sent envelope to the customer with both hands
10. DISPENSING
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Asked if the glasses is correct ,check balance up side down
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Wipe the lens before passing the glasses to the customers
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Ask for the visibility after the customers try on glasses
10.1 ADJUSTMENT STEP
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Front - Check balances (Staff did know how to check the<br>balance of glasses. Check from pupil to upper rim of the<br>frame)
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Upper - Staff did know how to check the wrap angle and nose pad.<br><br>
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Side - Check of inclination angle (Pantoscopic tilt), check the distance between eyes and lenses (Vertex distance), and the end of tip cell.<br>
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Facing-down - Staff did check if the glasses would slide down<br>while facing down.<br>
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Overall - Staff did ask if the customers need any adjustment<br>or not.
10.2 AFTER SALES SERVICE
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Staff did ask the customers if they want to wear the glasses or<br>keep it in the case.
10.3 AFTER SALES SERVICE DETAILS
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Adjustment - Staff inform customers that the adjustment<br>services is available at any OWNDAYS shop around the world.
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Instructions - Staff did give a good instructions on keeping<br>spectacles in proper way.
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Warranty - Staff did explain F+L warranty informations clearly.<br>
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Exceed warranty - Staff did know which frame or condition<br>doesn't cover by our warranty.
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Staff tell the customers to scan QR code on warranty card to<br>get more information and inform to the customer that<br>OWNDAYS have online warranty.
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Staff did ask the customers to evaluate or criticize the service<br>through various channels to get complimentary a lens spray.
11. SENDING CUSTOMERS
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Staff sent paper bag to the customers with both hands/ Or<br>asked if they want extra cloth instead of paper bag.
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Staff are willing to send the customer out-of-store with<br>pleasure moment and always say "Thank you" to the<br>customers.
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Staff talk on the phone according to company standards.
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Talking to customer clearly. (Not too fast)
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Using pleasant voice tone during talk to customer
Good point
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Good point
Weak point
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Weak point
Signature
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Trainer
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Trainee
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Manager
