Title Page
-
Site conducted
-
New joiner
-
Trainer
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.
-
Staff did understand about "Anti-fog 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.
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.)
-
Up - Staff did know to check the wrap angle and nose pad were correct.
-
Side - Staff did know to check the inclination angle (Pantoscopic tilt), end of tip cell and distance between eyes and lens (Vertex distance) are properly
-
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
