Region 50 store visit tool 8/7/2016

• Conducted on

  Date

• Store Name and Number

• Region

• Store Manager

• Name of DOA If store manager is not present

• Regional Manager

• Date and Time

  Date

• Picture of store

  Media

Welcome Me

• Are all staff wearing name badges

  Yes

  No

• Call the store phone, is there an answerphone message set up?

  Yes

  No

  N/A

• Are there any customers waiting, and if so have they been approached?

  Yes

  No

  N/A

• Are there any ARGOS customers waiting, if so have they been approached?

  Yes

  No

  N/A

Understand My Needs

• Check CRF forms for the following 4 categories: Name of customer, reason for visit, lifestyle and solution of multiple products

  Yes

  No

  N/A

• Are any advisors on the Rio waste calls list?

  Yes

  No

• Is any customer on the phone, if so, why?

  Yes

  No

Show tell me and let me try

• Do they have a correct demo solution and is there evidence that it's being completed properly

  Yes

  No

  N/A

• Observe a demo

  Yes

  No

  N/A

Help Me Decide

• Are they completing a 4G speed test to showcase network, e.g downloading videos to show speeds

  Yes

  No

  N/A

• What is the network story they are using to tell customers

  Safe

  At Risk

  N/A

• Is wifi calling activated on the devices

  Yes

  No

  N/A

• Are the staff using company apps

  Yes

  No

  N/A

Set me up brilliantly

• Have they downloaded My EE App for customers

  Yes

  No

  N/A

• Is the store's ee app adoption above 10%

  Yes

  No

  N/A

• Is the repair laptop and cellbrite tool in full working order and is it being used?

  Yes

  No

  N/A

Be there when I need you

• Speak to at least one customer after purchase. 1 exit survey

  Yes

  No

  N/A

• Check the repairs draw to see if there are any outstanding and check global care.

  Yes

  No

• Check the store's recycle and reward basket, are there any outstanding?

  Yes

  No

• Check Exaclibur usage, has everyone in the store used excalibur?

  Yes

  No

  N/A

• Check that everyone has my performance log ins

  Yes

  No

  N/A

• Discuss service and after care with staff and Rio calls report

  Yes

  No

  N/A

Beyond the EE way

• Discuss the customer boards- discuss advocates actions from calls, and mystery shop<br><br>

  Yes

  No

  N/A

• Observe an advocate call

  Yes

  No

  N/A

• Check dates on printed reports to confirm its the latest one

  Yes

  No

  N/A

• Is the previous months mystery shop visible and are there actions from it

  Yes

  No

  N/A

• What three things are the store focusing on from the previous mystery shop

• Are all complaints up to date?

  Yes

  No

  N/A

Operations

• Are store standards at an acceptable level?

  Yes

  No

  N/A

• Is the stock cage/ safe tidy and organised?

  Yes

  No

  N/A

• Is the value board up to date with the correct detail displayed?

  Yes

  No

  N/A

• Has the Forced Churn Folder been set up as per policy and has the latest report been reviewed and relevant contracts filed?

  Yes

  No

  N/A

• Have the last three months Store Manager H&S checklists been completed?

  Yes

  No

  N/A

• Has a Regional Manager H&S checklist been completed in the last six months? (If no, please complete one!)

  Yes

  No

  N/A

• What's the stock loss mtd?

  Safe

  At Risk

  N/A

• Are there any RA handsets?

  Yes

  No

• Are there any Idocs that need to be investigated?

  Yes

  No

Pos

• Is the chalkboard displaying the correct message?

  Yes

  No

  N/A

• Has the latest version of the VM pos guide been downloaded and is it being used? <br>

  Yes

  No

  N/A

• What are 3 of the latest changes on the matrix? Have they been actioned? RAG

  Red

  Amber

  Green

• Check three of the latest price changes RAG

  Red

  Amber

  Green

• Take a picture of the accessory bay.

  Media

• Is the accessory bay arranged according pos guide

  Yes

  No

  N/A

• Has the store updated the VM guide and posted their findings?

  Yes

  No

  N/A

• Are there any outstanding deliveries of pos that the store has escalated. Take a picture of the order request and log ref if any.

  Yes

  No

• Take pictures of store standards. Dust and missing price tickets should be highlighted?

  Media

• Are there any outstanding actions from the ops lead?

  Yes

  No

• Overview - Operations

Overview and Actions - Operations

• Required Actions - Operations

Action

Sales generation, check a days paperwork

• Are hbb line checks attached to contracts 50% strike rate

  Yes

  No

  N/A

• Have future appointments (6 months) been booked for all Simo connections

  Yes

  No

  N/A

• Are compass health checks being conducted?

  Yes

  No

  N/A

• Is a compass print out attached to every top up. 70% strike rate

  Yes

  No

  N/A

• Are sim replacements being checked for add lines?

  Yes

  No

  N/A

• Is the tablet, live demo, being shown to customers?

  Yes

  No

  N/A

• Do the team know of the daily figures?

  Yes

  No

  N/A

• Check knowledge of the latest offers existing customers, ptp, sharer and hbb

  Yes

  No

  N/A

People

• Has the manager booked all their holiday on Kronos?

  Yes

  No

  N/A

• Is the Rota Tool being used and are rotas completed four weeks in advance?

  Yes

  No

  N/A

• Has the Kronos sign off been completed.

  Yes

  No

  N/A

• Are the teams aware of the latest best incentive

  Yes

  No

  N/A

• Are Daily Briefings taking place and do all team members understand the content?

  Yes

  No

  N/A

• Are EOM meetings taking place and is the manager present?

  Yes

  No

  N/A

• Is the store manager utilising the Best system and have monthly nominations been made?

  Yes

  No

  N/A

• Has the training been completed by all team members?

  Yes

  No

  N/A

• Are all probationary and monthly reviews present and have they been completed to a satisfactory standard?

  Yes

  No

  N/A

• Take a picture of the mss disciplinary profile for the store

  Media

• Take a picture of the stores profile on mss

  Media

Budgets

• Is the store to budget on fte?

  Yes

  No

  N/A

• Are the team members holidays logged in on the rota?

  Yes

  No

  N/A

Overview and Actions - People

• Overview - People

• Required Actions - People

Action

Overview

• General Overview of Observations and Findings

• Store manager

  Sign

• Regional manager

  Sign

• General score for the store RAG

  Red

  Amber

  Green