OCSAH

• Document No.

• Store Location

• Conducted on

  Date

Retail Store Walk

• Auditor Name

  Alfredo O

  Bob D

  Rick F

  Aaron G

  Other

• Name of auditor

Customer Experience

• Are the Mobility Consultants actively greeting customers?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Does the showroom present an image that is clean, dust free, TV on, and full of energy?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Conduct one customer exit interview. Does that customer provide positive feedback that reflects the desired Hasco customer experience.

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Are the Mobility Consultants using the Manufacturer's demos and posters to show off our products?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

Sales

• Total number of vehicle deliveries last month

• Total service revenue last month

• Is the store on track to achieve sales expectations for this month?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Is the store properly staffed with Mobility Consultants and Inside sales Consultants?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• is the GM proactively growing their team? How is their bench strength?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

Communication

• Is the store conducting weekly sales meetings?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Are Mobility Consultants aware of company assigned Sales Goals? (Calls/Visits/Unit Sales)

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Does the store have an up to date the Sales Board?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

Sales Behaviors

• Are Mobility Consultants meeting their note expectations of 15 per day?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Are Braun warranty cards filled out in a timely fashion?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

General Manager Questions

• Has the GM been on at least one customer visit with a rep in the last month?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Did the GM personally call Top 5 accounts in the last 30 days?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

Store Operations

• Was the store Opening/Closing checklist completed for yesterday?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Are all Team Members adhering to the Uniform Policy, with name badges?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Is the vehicle inventory happening weekly?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

Dealership Parking Lot Expectations

• Are cars facing customer traffic area (where applicable)?

  Green

  Yellow

  Red

  N/A

• What needs to be fixed?

• Do all vehicles have the price breakdowns on the rearview mirror, seat pocket and window?

  Green

  Yellow

  Red

  N/A

• How many vehicles did not have the information?

• Do all demo vans have the Ride Away or Mobility Freedom license plate frames and logo inserts?

  Green

  Yellow

  Red

  N/A

• How many are missing?

• Yellow oval year stickers on all available vehicles?

  Green

  Yellow

  Red

  N/A

• How many are missing?

• "Do not park within 8 feet" stickers on the window of the opening accessible door.

  Green

  Yellow

  Red

  N/A

• How many are missing?

• Manager's Special vehicle properly marked?

  Yes

  No

  N/A

• How many are missing?

• Do all vans have an antenna flag? (at applicable stores)

  Green

  Yellow

  Red

  N/A

• How many are missing?

• Are the vans all clean and washed?

  Green

  Yellow

  Red

  N/A

• How many are missing?

• Does the presentation of vehicles in the parking lot need any improvement?

  Yes

  No

  N/A

• What improvements do you want to see?

Showroom Expectations

• Vans on display have hanging Finance and Warranty signage on rearview mirror.

  Green

  Yellow

  Red

  N/A

• How many are missing?

• Vans on display have approved price breakdown in seat back, rearview mirror and on window so customer can see it?

  Green

  Yellow

  Red

  N/A

• How many are missing?

• Current monthly specials available in the customer waiting area?

  Yes

  No

  N/A

• Note problems.

• Overall appearance of the showroom.

  Green

  Yellow

  Red

  N/A

• Note problems.

Merchandising

• Are all showroom demos and/or posters priced using the company approved signage?

  Green

  Yellow

  Red

  N/A

• Number of items without pricing.

Braun Expectations

• 

• Is Braun poster 1 present?

• 

• Is Braun poster 2 present?

• 

• Is Braun poster 3 present?

• 

• Is Braun poster 4 present?

• Braun floor mat present?

• Are the Braun Rise Above books available for customers?

Bruno Expectations

• 

• Is Bruno Poster 1 Present?

• 

• Is Bruno Poster 2 Present?

• 

• Is Bruno Poster 3 Present?

Harmar

• 

• Harmar sticker on front door?

MobilitySVM

• 

• MobilitySVM floor banner and 6 foot banner in showroom?

  Yes

  No

  N/A

Framed and Displayed Certifications

• Is the Adaptive Driving Alliance FSS certification displayed in a customer facing area?

• 

• Is the NMEDA QAP Certification current and displayed in a customer facing area?

• 

• Is the NMEDA Membership Certification displayed in a customer facing area?

• 

• Is the Braun AbilityCare certificate displayed in a customer facing area?

• 

Brochure Displays

• Are the brochure stands well stocked and easily accessible by customers in wheelchairs?

Rentals

• 

• Rental poster present in a customer area?

VMI (Mobility Freedom)

• 

• VMI poster 1 up?

• 

• VMI poster 2 up?

• 

• VMI poster 3 up?

• 

• VMI Poster 3 Up?

El Dorado (Mobility Freedom)

• 

• El Dorado poster up?

Tags

• All items tagged with appropriate company signage?

  Yes

  No

  N/A

Labor

• Do the General Manager and Technicians know how to file a work injury claim with local Loss Prevention?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

Safety

• Is the employees' back room/break room clean and organized?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Is there an Emergency Action Plan?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• 

• Is a First Aid kit available and stocked with supplies?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Is an eye sink present and prepared for use?

• 

• Are employee safety and other employee related laws posted in the proper area in accordance with State and Federal laws?

  Green

  Yellow

  Red

  N/A

• Observed Behavior

• Store Manager Signature

  Sign