Title Page
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Store visited
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Conducted with
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RCM name
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Date & time of visit
Customer
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Are the store standards at an acceptable level?
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Feedback on store standards
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Are all advisors following the customer journey with every customer?
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Personal conversations feedback- Review shopfloor, BMS, observations and SFM
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Was Pronto used with every opportunity?
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Pronto! Feedback- review pronto usage in store
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Review complaints & NPS scores/verbatim
Commercial
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Store performance- review core KPIs, inc BAN attach, Compass & enrichment
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Actions
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PAYM % to target?
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UPG % to target?
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HBB New % to target?
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HBB Upg % to target?
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Review hybrid performance
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Hybrid performance MTD?
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Review Full fibre performance
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Full Fibre opportunity %
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Review Additional opportunities- SMART mix, Insurance, TV mix
People
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Are Monthly reviews taking place for all advisors and ASMs?
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Review Monthly reviews - review frequency and quality
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Are all advisors on raising contribution that should be?
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Review Raising contribution- check support in place, actions, etc
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Review other people opportunities
