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.

  • Staff understand about Progressive Prestige Gold.

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

  • Lens replacement: Fully explained lens replacement and 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)

  • POS Operation (Payment method)

  • 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.

  • 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 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 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

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