R20 Rm Visit Updated Dec 2014

• STORE -

• MANAGER -

• CONDUCTED BY -

• DATE -

  Date

Sales floor

• Is there evidence of the shop windows being cleaned both inside and out?

  Yes

  No

  N/A

• Is there evidence to suggest that the shop floor has been swept/mopped/ hoovered on a daily basis?

  Yes

  No

  N/A

• Is there evidence to suggest that the sales floor bins are emptied daily?

  Yes

  No

  N/A

• Is there evidence to suggest that the sales floor is dusted/ cleaned regularly?

  Yes

  No

  N/A

• Is there a Instore weekly cleaning rota set-up and being followed?<br>

  Yes

  No

  N/A

• Are all work stations/ terminals free of litter?

  Yes

  No

  N/A

• Is the chalk board out and displaying the correct message as per the VM guide?

  Yes

  No

  N/A

• Has the latest VM guide downloaded/ completed and submitted?

  Yes

  No

  N/A

• Is the A frame in its correct location and dosplaying the correct message as per VM guide?

  Yes

  No

  N/A

Customer and sales

• Is the concierge stand correctly manned at all times?

  Yes

  No

  N/A

• Are all team members wearing the correct uniform and equipped with a name badge?

  Yes

  No

  N/A

EE way evaluation

• Welcome me<br>

  Great stuff

  needs improving

• Understand my needs<br>

  Great stuff

  needs improving

• Show me and let me try<br>

  Great stuff

  needs improving

• Help me decide

  Great stuff

  needs improving

• Set me up brilliantly<br>

  Great stuff

  needs improving

• Be there when I need you

  Great stuff

  needs improving

Customer process/ sales

• Is the customer ticket evident and in use on the sales floor?

  Yes

  No

  N/A

• Are customer sheets being used instore?

  Yes

  No

  N/A

• Is there evidence of "Mid-points" being used by the team / manager?

  Yes

  No

  N/A

• Is the store using individual store trackers daily?

  Yes

  No

  N/A

• Can the store provide examples of store observation sheets being completed for each sales advisor?

  Yes

  No

  N/A

• Are tablets and 2nd line/ STAR offers being discussed during each customer transaction?

  Yes

  No

  N/A

• Are HBB line checks and quality hbb conversations occuring during each customer interaction?

  Yes

  No

  N/A

• Is the PAY AS YOU GO domino process flow displayed in back office for all staff to read?

  Yes

  No

  N/A

• Does a check and test on a member of staff confirm staff knowledge on PAY AS YOU GO domino process?

  Yes

  No

  N/A

• Is EETv setup and in full working order?

  Yes

  No

  N/A

• Do observations show that staff are giving effective EETv demonstrations?

  Yes

  No

  N/A

Team development

• Is there evidence of monthly 121's occurring?<br>(Access quality)

  Good

  Average

  Poor

• Is there evidence of weekly 121's occurring?<br>(Access quality)

  Good

  Average

  Poor

• Has the store manager completed there monthly nomination on BEST?

  Yes

  No

  N/A

• Is there evidence of "employee of the month" / best nomination identifiable instore?

  Yes

  No

  N/A

• Has the store manager sent 3 e-cards per week?

  Yes

  No

  N/A

• Is there store development folders for each team member?

  Yes

  No

  N/A

Back office/ Results

• Is the back office maintained to a high standard?

  Yes

  No

  N/A

• Is there evidence of good administration controls?

  Yes

  No

  N/A

• Is the stock room/ cage locked?

  Yes

  No

  N/A

• Is the stock room/ cage organised and well presented?

  Yes

  No

  N/A

• Is the toilet and kitchen facilities maintained to clean and tidy fashion?

  Yes

  No

  N/A

• Is the sales board upto date?

  Yes

  No

  N/A

• Is there 4 weeks of schedules completed in advance and on the notice board?

  Yes

  No

  N/A

• Is there evidence of productivity targets/ results being communicated to staff?

  Yes

  No

  N/A

• Is there evidence of tablet/ sharer/ p2p targets for all staff?

  Yes

  No

  N/A

• Is there a customer board evident and upto date?

  Yes

  No

  N/A

• Is there NPS results and targets being displayed?

  Yes

  No

  N/A

• Is the mystery shop result displayed?

  Yes

  No

  N/A

Compliance and loss prevention

• Is there evidence of H&S tests being completed on a weekly basis?

  Yes

  No

  N/A

• Review the current proof process is store compliant?

  Yes

  No

  N/A

• Is the latest fraud alert printed and displayed and is there evidence that staff have read it?

  Yes

  No

  N/A

• Is forced churn file in place and is there evidence that reports have been followed up and actioned?

  Yes

  No

  N/A

• Managers signature

  Sign

• RM Signature

  Sign