Title Page
-
Trainer
Checklist New joiner
-
Staff Name
-
Shop
Sale Floor (Tracking)
-
Score
-
Date
APPERANCE
1. Staff apperance
-
Staff appearance overall are in neat condition
-
Staff represent neat hairstyles.
-
Man must have clean-shaven mustache and women with natural make up.
-
MUST have stuff during working hours including Name Tag, Owndays Glasses, Cloth, Mini Bag and Arm Badge.
2. MANNER AND BEHAVIOR
-
Staff 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.
-
Staff always find something to do ex.arranging display, tidying glasses, and cleaning shelves.
3. WORKING POSTURE
-
Staff opened hand instead of pointing when talking with customer.
-
Staff has good standing posture toward customer.
-
Staff has eyes contact with customer.
-
Staff using nice voice tone with customer.
-
Staff has smiley face toward customer.
4. FIRST APPROACH
-
Staff always ECHO when attending and greeting customer.
-
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.
-
Staffs have closing speech 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 holding black tray or cloth while serving customer.
-
Staff demonstrated any lens tester to the customer.
-
Take the appropriate action : fiding the new glasses for customer.
6. LENS INFORMATION
-
Staff did explain about Hard-Multi Coating Lens. (Hard coating)
-
Multi Coating (anti-refraction, Less glaring, water repellent)
-
UV Protection (UV400)
-
Staff understand about Transitions Basic.
-
Staff understand about Transitions GEN8.
-
Staff understand about Color Lens.
-
Staff understand about Eye Shield Lens.
-
Staff understand about Polarized Lens.
-
Staff understand about i'Relax Lens.
-
Staff understand about Antifog Lens.
-
Staff understand about Myopia control Lens.
-
Staff understand about Progressive Enhance.
-
Staff understand about Progressive Prestige Signature.
-
Staff understand about Progressive Prestige Gold / Prestige Ultimate.
-
Staff knows 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. Process : Staff fully informed policy detail and give CX try on trial lens.
-
F.O.P. Process : Staff ask for the signature.
-
Offering special top up lens /or suggest OWNDAYS contact lens to the customers.
-
Lens replacement: Fully explained lens replacement Terms&Conditions.
-
Lens replacement: Check frame condition carefully.
-
Lens replacement: Ask customers for the signature.
-
Staff ask the customers for additional documents such as Tax invoice, Insurance claim, etc.
-
Staff give a queue ticket and direction to the customer to the waiting area.
9. CASHIER
-
Checked lens stock and pick up the lens before cashiering.
-
Repeated Frame model / frame color to customer.
-
Repeated prescription to customer.
-
Repeated lens type to customer.
-
Ask customers that they prefer paper bag or not.
-
Inform price clearly.
-
Inform discount amount.
-
Confirm total paid amount.
-
Inform customers about No Refunds policy.
-
Ask customer for payment method.
-
Receive cash or card with both hands.
-
Counte 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 and payment)
-
Staff inform customer's remaining points
-
Staff confirm with the customers if they need additional document. (Tax invoice, Tax refund etc.)
-
Fold the warranty card in a proper way.
-
Inform collecting time and shop operation hours.
-
Inform customer about QR code for checking glasses status and LINE or SMS notifications after the glasses is finish.
-
Sent envelope to the customer with both hands.
10. DISPENSING
-
Ask 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 wrap angle and nose pad.
-
Side - Confirmation of inclination angle (Pantoscopic tilt), check the distance between eyes and lenses (Vertex distance) and end of tip cell.
-
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 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 or all stuffs to the customers with both hands.
-
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
-
Manager
