Title Page
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Site conducted
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New joiner
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Trainer
Checklist New joiner
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Staff Name
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Shop
Sale Floor (Tracking)
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Score
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Date
APPERANCE
1. Staff apperance
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Staff making presentable outfits are in neat condition
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Staff represent neat hairstyles, natural make-up, shaved-off clean
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Important stuffs MUST have during working time (NameTag, Sevendays Glasses, Cloth) 1st half of working day
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Important stuffs MUST have during working time (NameTag, Sevendays Glasses, Cloth) 2nd half of working day
2. MANNER AND BEHAVIOR
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Talking to customers clearly. (Not too fast)
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Staff can be representing a pleasant environment in the shop.
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Staff holding black tray or cloth while serving the customer.
2.1 Standing Poisture
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Don't lean against the walls / shelves, cross one's arm and keep balance on both feet.
2.2 Hand-Gesture
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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
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Talking with customer with Eyes-contact, cheerful voice tone and consistently have a smiley face.
2.4 Sitting Posture
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Sitting at lower position while the customer seated on the sofa.
3. FIRST APPROACH
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Staff ECHO when first seeing customers "Entering" the shop with a lively voice tone.
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Staff ECHO when first seeing customers "Walk pass" the shop with a lively voice tone.
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A number of times Echo [❏ 5time / 5 mins. ❏ 4time / 5 mins. ] [❏ 3time / 5 mins. ❏ 2time / 5 mins] [❏ 1time / 5 mins ❏ 0 time / 5 mins.]
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Staff approaching customers within 10 Seconds.
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Staff asked questions to find out what the customer needs.
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Saying some closing speech message before left.
3.1 First give a flyer to the customer with a simple introducing.
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Price system
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20Min-Progressing
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Optional lens +2,000 thb.
4. SECOND APPROACH
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Staff approaching customer after first approach step within 2 Mins.
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Sharing information about the product with customer.
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Comparing brand or material for alternative choice to the customer.
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Find glasses or lenses that match the needs of customers.
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Give direction to the customer to the next procedure.
5. LENS INFORMATION
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Staff did explain about "Hard-Multi Coating Lens".
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Staff did understand about "Transitions lens" selling point.
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Staff did understand about the "Color lens" selling point.
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Staff did understand about "UV420 lens" selling point.
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Staff did understand about "Polarized lens" selling point.
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Staff did understand about "Progressive lens" selling point.
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Staff did understand about "Anti-fog lens" selling point.
6. PROMOTION
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Staff know any promotion.
7. RECEPTION
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F.O.P. Process: Staff fully informed policy detail and give customers try on the trial lens.
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Staff introducing registration process fully details. Staff did guide the customers to fill in the information.
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Staff did ask the customers for contact lenses and or current glasses.
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Offering special top-up lenses to customer.
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showing any lens tester to the customer.
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Staff did understand about lens replacement agreement and check frame condition throughly.
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Staff give direction to the customer at waiting area.
8. CASHIER
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Repeated Frame model/frame color to the customer
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Repeated prescription/lens detail to the customer.
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Inform customers about No Refunds policy.
8.1 Price
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Inform price clearly (price details).
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Confirm the total paid amount.
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Staff confirm with the customers if they need additional document. (Tax invoice, Tax refund etc.)
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Ask customer for payment method.
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Ask customers that they prefer paper bag or not.
8.2 Card payment
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Receive the card with both hands.
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Give the card back to the customer with both hands.
8.3 Cash payment
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Receive the cash with both hands.
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Counte money 1st time in front of the customers.
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Counte money 2nd time before putting it in the drawer.
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POS Operation (Frame and Lens correct scan, Customer record (Page2), Payment method
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Staff did explain coupon terms & conditions (point membership).
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Sending envelope to the customer with both hand.
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Inform collection time and close shop operation.
8.4 Receipt
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Can void receipt (POS and EDC Machine)
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Can reprint receipt (POS and EDC Machine)
9. DISPENSING
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Ask 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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Let the customers try on the glasses an ask them for visions ability.
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Front - Check balances (Staff did know the part how to check the balance of glasses. Check from pupil and upper rim of the frame.)
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Distance - Staff did know to check the distance between lens and eyeball hence, could be check nose-pad as well.
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Temporal - Staff did know to check inclination angle and temporal tips.
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Facing-down - Staff didn't any asking the customers loose or tight.
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Overall - Staff did ask the customer glasses is fit for them or not after adjustment.
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Asking the customer if their glasses too tight or loose.
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Staff ask the customers that they want to wear the glasses or keep it in the case.
10. AFTER SALES SERVICE
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Adjustment - Staff did inform customer to bring back the glasses for free life-time.
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Instructions - Staff did give a good instructions to the customer.
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Warranty - Staff did explain warranty information and asks customer to scan the QR code.
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Exceed warranty - Staff did know which frame or condition doesn't cover by our warranty.
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Staff did ask the customers to evaluate or criticize the service through various channels to get complimentary a lens spray.
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Staff did explains to the customer they can use a copy the warranty card and our company has an online warranty.
11. SENDING CUSTOMERS
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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.
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Good point
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Weak point
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Trainee
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Trainer
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Manager
