RCM visit Tool SWL

• Conducted on

  Date

• Prepared by

• Location
  Address

Commercial

• Is the store above 5% PAYM conversion MTD

  Yes

  No

  N/A

• Has the store got any Invalid UTC discounts or validations and are ROC’s in place?

  Yes

  No

  N/A

• Is the store above 15% Smartplan Mix?

  Yes

  No

  N/A

• Are Sub K.P.I’s on track Watch 0.4% Tab 0.8% HBB New 0.75%?

  Yes

  No

  N/A

• Have advisors been given a HBB new target for the month?

  Yes

  No

  N/A

• Are staff knowledgable on the latest BT HBB props and confident in processing?

  Yes

  No

  N/A

• Are performances boards updated in back office?

  Yes

  No

  N/A

• Is the store above 20% for M1 and total protect 50%?

  Yes

  No

  N/A

• Is value being tracked throughout the day?

  Yes

  No

  N/A

• Do all advisors know how to complete the RBC referral form and evidence this is being driven?

  Yes

  No

  N/A

• Is the store on track for 10% for Trade in Upgrades and all staff aware of the current trade in values?

  Yes

  No

  N/A

• Are all advisors aware of their enrichment performance and actions in place to improve

  Yes

  No

  N/A

People

• Have all advisors had a monthly review documented with clear actions in place

  Yes

  No

  N/A

• Is there any advisors on informal/formal action plans?

  Yes

  No

  N/A

• Is there any current vacancies?

  Yes

  No

  N/A

• Are the current Aspirees on track on the latest aspire dashboard?

  Yes

  No

  N/A

• Are there PDP’s in place for staff looking to progress onto Aspire?

  Yes

  No

  N/A

• Do all staff have logins for BT and Excalibur

  Yes

  No

  N/A

Shop Floor

• Is the Podium manned and customers being greeted within 30 seconds

  Yes

  No

  N/A

• Is Greet me being utilised and CTN captured everytime?

  Yes

  No

  N/A

• Is CRF being used with every customer?

  Yes

  No

  N/A

• Is there a mid point check with management during every sale?

  Yes

  No

  N/A

• Are compass checks taking place for every customer to drive upgrades?

  Yes

  No

  N/A

• Are live demos of tablets, watches and handsets taking place?

  Yes

  No

  N/A

• Are all staff in full uniform and have name badges?

  Yes

  No

  N/A

• Is NPS being explained at the end of each sale?

  Yes

  No

  N/A

• Are service customers being logged in toolkit/Excalibur and explained NPS?

  Yes

  No

  N/A

Customer

• What is the stores current blended NPS?

  Safe

  At Risk

  N/A

• Is the customer Board up to date?

  Yes

  No

  N/A

• Are detractors being managed by ROC?

  Yes

  No

  N/A

• Is there a mystery shop plan in place?

  Yes

  No

  N/A

• Do staff know the 5 key actions around the regional mystery shop plan?

  Yes

  No

  N/A

• Do staff have actions around customer from their review in place?

  Yes

  No

  N/A