Title Page

  • Site conducted

  • Trainer

  • New joiner

Checklist New joiner

  • Staff Name

  • Shop

Sale Floor (Tracking)

  • Score

  • Date

APPERANCE

1. Staff apperance

  • Staff making presentable outfits are in neat condition

  • Staff represent neat hairstyles, natural make-up, shaved-off clean

  • Important stuffs MUST have during working time (NameTag, Sevendays Glasses, Cloth) 1st half of working day

  • Important stuffs MUST have during working time (NameTag, Sevendays Glasses, Cloth) 2nd half of working day

2. MANNER AND BEHAVIOR

  • Talking to customers clearly. (Not too fast)

  • Staff can be representing a pleasant environment in the shop.

  • Staff holding black tray or cloth while serving the customer.

2.1 Standing Poisture

  • Don't lean against the walls / shelves, cross one's arm and keep balance on both feet.

2.2 Hand-Gesture

  • Open up the hand instead of pointing conveying more politeness and must be the proper way to the customer.

2.3 Eyes-Contact and Voice tone

  • Talking with customer with Eyes-contact, cheerful voice tone and consistently have a smiley face.

2.4 Sitting Posture

  • Sitting at lower position while the customer seated on the sofa.

3. FIRST APPROACH

  • Staff ECHO when first seeing customers "Entering" the shop with a lively voice tone.

  • Staff ECHO when first seeing customers "Walk pass" the shop with a lively voice tone.

  • A number of times Echo [❏ 5time / 5 mins. ❏ 4time / 5 mins. ] [❏ 3time / 5 mins. ❏ 2time / 5 mins] [❏ 1time / 5 mins ❏ 0 time / 5 mins.]

  • Staff approaching customers within 10 Seconds.

  • Staff asked questions to find out what the customer needs.

  • Saying some closing speech message before left.

3.1 First give a flyer to the customer with a simple introducing.

  • Price system

  • 20Min-Progressing

  • Optional lens +2,000 thb.

4. SECOND APPROACH

  • Staff approaching customer after first approach step within 2 Mins.

  • Sharing information about the product with customer.

  • Comparing brand or material for alternative choice to the customer.

  • Find glasses or lenses that match the needs of customers.

  • Give direction to the customer to the next procedure.

5. LENS INFORMATION

  • Staff did explain about "Hard-Multi Coating Lens".

  • Staff did understand about "Transitions lens" selling point.

  • Staff did understand about the "Color lens" selling point.

  • Staff did understand about "UV420 lens" selling point.

  • Staff did understand about "Polarized lens" selling point.

  • Staff did understand about "Progressive lens" selling point.

6. PROMOTION

  • Staff know any promotion.

7. RECEPTION

  • F.O.P. Process: Staff fully informed policy detail and give customers try on the trial lens.

  • Staff introducing registration process fully details. Staff did guide the customers to fill in the information.

  • Staff did ask the customers for contact lenses and or current glasses.

  • Offering special top-up lenses to customer.

  • showing any lens tester to the customer.

  • Staff did understand about lens replacement agreement and check frame condition throughly.

  • Staff give direction to the customer at waiting area.

8. CASHIER

  • Repeated Frame model/frame color to the customer

  • Repeated prescription/lens detail to the customer.

  • Inform customers about No Refunds policy.

8.1 Price

  • Inform price clearly (price details).

  • Confirm the total paid amount.

  • Staff confirm with the customers if they need additional document. (Tax invoice, Tax refund etc.)

  • Ask customer for payment method.

  • Ask customers that they prefer paper bag or not.

8.2 Card payment

  • Receive the card with both hands.

  • Give the card back to the customer with both hands.

8.3 Cash payment

  • Receive the cash with both hands.

  • Counte money 1st time in front of the customers.

  • Counte money 2nd time before putting it in the drawer.

  • POS Operation (Frame and Lens correct scan, Customer record (Page2), Payment method

  • Staff did explain coupon terms & conditions (point membership).

  • Sending envelope to the customer with both hand.

  • Inform collection time and close shop operation.

8.4 Receipt

  • Can void receipt (POS and EDC Machine)

  • Can reprint receipt (POS and EDC Machine)

9. DISPENSING

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

  • Wipe the lens before passing the glasses to the customers.

  • Let the customers try on the glasses an ask them for visions ability.

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

  • Distance - Staff did know to check the distance between lens and eyeball hence, could be check nose-pad as well.

  • Temporal - Staff did know to check inclination angle and temporal tips.

  • Facing-down - Staff didn't any asking the customers loose or tight.

  • Overall - Staff did ask the customer glasses is fit for them or not after adjustment.

  • Asking the customer if their glasses too tight or loose.

  • Staff ask the customers that they want to wear the glasses or keep it in the case.

10. AFTER SALES SERVICE

  • Adjustment - Staff did inform customer to bring back the glasses for free life-time.

  • Instructions - Staff did give a good instructions to the customer.

  • Warranty - Staff did explain warranty information and asks customer to scan the QR code.

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

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

  • Staff did explains to the customer they can use a copy the warranty card and our company has an online warranty.

11. SENDING CUSTOMERS

  • Staff sending the paper bag to the customer with both hands or <br>Staff willing to send the customer out-of-store with pleasure moment and always say "Thank you" to the customers.

  • Good point

  • Weak point

  • Trainee

  • Trainer

  • Manager

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