Project M

• Audit Title

Store review

• Store Name / Branch Number

• Date

  Date

• Completed by

• Team present

First Impressions

• We're you acknowledged with a minute of entering the store

  Yes

  No

  N/A

• If you had to wait for a customer consultant to serve you, we're you kept warm by the meeter greeter or the SFL?

  Yes

  No

  N/A

• Was the SFL in place?

  Yes

  No

  N/A

• Was the store clean, customer friendly and presentable to new customers entering

  Yes

  No

  N/A

• We're colleagues clean, tidy and presentable for work

  Yes

  No

  N/A

• Was the customer consultant wearing a name badge when they greeted you?

  Yes

  No

  N/A

• If you had to wait for a customer consultant to serve you, we're you kept warm by the meter greeter or the SFL?

  Yes

  No

  N/A

• Did the customer consultant greet you in a professional manner with a Hi, Hello or Welcome?

  Yes

  No

  N/A

• Did the customer consultant approach and successfully build a rapport

  Yes

  No

  N/A

• How engaged did the store atmosphere feel? (0-10)(Music playing, background noise)

Explore your Customer

• Did the customer consultant explain Carphone Warehouse's impartiality and the 4 reasons to buy. (Choice, Advice, Price, Support)

  Yes

  No

  N/A

• Did the customer consultant introduce the use of tariff tailor and explain its use?

  Yes

  No

  N/A

• Did the customer consultant explore the connected world and offer a 60 second broadband check?

  Yes

  No

  N/A

All about YOU - Qualify your Customer

• Did the customer consultant ask about your current Mobile phone and the possibilities of trade in?

  Yes

  No

  N/A

• Did the customer consultant understand your needs in the Journey (Multi-channel options, Research, already know what I want)

  Yes

  No

  N/A

• Did the customer consultant qualify my preference

  Yes

  No

  N/A

• 4G

• Data usage

• Simo option

• Broadband

• Lifestyle questions

• Hardware Enquiry

• Network Enquiry

• Early Upgrade offered

• Did the customer consultant offer a live demonstration of devices?

  Yes

  No

  N/A

Recommend

• Did the customer consultant give 1 clear recommendation?

  Yes

  No

  N/A

• Did the customer consultant justify the recommendation (Explain the why)

  Yes

  No

  N/A

• Did the customer consultant offer Geek Squad services?

  Yes

  No

  N/A

• Did the customer consultant offer a choice of accessories to complement the chosen handset

  Yes

  No

  N/A

Close down

• Did the customer consultant ask for the business today?

  Yes

  No

  N/A

• Did the customer consultant objection handle and reassure to close the sale?

  Yes

  No

  N/A

Benefits 2 Buying

• Did the customer consultant talk about the buying benefits and reassure of Carphone Warehouse? (Choice, Advice, Price, Support)

  Yes

  No

  N/A

• Did the customer consultant deliver a fond fair well, hand over the tariff tailor and depart friendly?

  Yes

  No

  N/A

• How likely are you to buy from today?

Additional comments

• Additional comments

Actions

• Overall Summary of the visit.

• Media

  Media

• How many colleagues were visible in store?

• How many customers were in store?