Regional Manager Store Visit tool AR

• Conducted on

  Date

• Store Name and Number

• Region

• Store Manager

• Regional Manager

• Date and Time

  Date

Overview

• General Overview of Observations and Findings

• Store manager

  Sign

• Regional manager

  Sign

• General score for the store RAG

  Red

  Amber

  Green

Customer

• Has the Queue Management system been set up correctly and is it being utilised?

  Yes

  No

• Have NPS and Mystery Boards been set up and are recent scores and comments displayed?

  Yes

  No

• Has the nps customer advocacy board been set up? What are the key learns from the calls that have been made?

  Yes

  No

  N/A

• Have you checked the log for advocacy reporting?

  Yes

  No

  N/A

• Latest nps result

  Safe

  At Risk

  N/A

• What's the latest mystery shop score? Who was it?

  Yes

  No

  N/A

• Team able to talk through Customer Journey and deliver a Brilliant Set Up?

  Yes

  No

• Demonstration observed and are demo handsets charged and ready to be used?

  Yes

  No

• Demo and set up data, take a picture

  Safe

  At Risk

  N/A

• Are teams able to effectively demo ee tv?

  Yes

  No

  N/A

• Is anyone demoing eetv right now?

  Yes

  No

  N/A

• Is the concierge discussing service as part of the intro?

  Yes

  No

  N/A

• How is the nps survey being discussed with the customer. Feedback on any observations

  Yes

  No

  N/A

• Are customers being walked to the door?

  Yes

  No

  N/A

• Are team members actively booking appointments for customers that are not able to transact today

  Yes

  No

  N/A

• Overview - Customer

• Required Actions - Customer

Action

Operations

• Are store standards at an acceptable level?

  Yes

  No

• Is the stock room/ cage/ safe tidy and organised?

  Yes

  No

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

  Yes

  No

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

  Yes

  No

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

  Yes

  No

• What's the stock loss mtd?

  Yes

  No

  N/A

• Are there any RA handsets?

  Yes

  No

  N/A

• Are there any Idocs that need to be investigated?

  Yes

  No

  N/A

Pos

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

  Yes

  No

• 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

• 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

  N/A

• Overview - Operations

Overview and Actions - Operations

• Required Actions - Operations

Action

Sales generation, check a days paperwork

• Are the offer sheets being printed and added to contracts? 80% attach rate

  Yes

  No

  N/A

• Are hbb line checks attached to contracts 80% strike rate

  Yes

  No

  N/A

• Are team members quoting hbb as discussed in regional meeting?

  Yes

  No

  N/A

• Is a compass print out attached to every top up. 80% strike rate

  Yes

  No

  N/A

• Are sim replacements being checked for add lines?

  Yes

  No

  N/A

• Is there boxed stock of tablets on the shop floor?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Are any appointments being booked? Check the log

  Safe

  At Risk

  N/A

• Have any appointments come in today?

  Safe

  At Risk

  N/A

• Do the team know of the daily figures?

  Safe

  At Risk

  N/A

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

  Yes

  No

  N/A

• Is a manager welcoming in customers through the concierge?

  Yes

  No

  N/A

• Are the keys being controlled on the shop floor?

  Yes

  No

  N/A

• Have all team members done the eetv module?

  Safe

  At Risk

  N/A

Over view of sales generation data. Actions for manager to follow up for next visit?

People

• Has the manager booked all their holiday on mss?

  Yes

  No

  N/A

• Are the teams aware of the latest best incentive

  Yes

  No

  N/A

• Are teams aware of the commission structure?

  Yes

  No

  N/A

• How many of the teams are on track to earn bonus this month?

  Yes

  No

  N/A

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

  Yes

  No

• Is MEE time being booked in, utilised and completed?

  Yes

  No

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

  Yes

  No

• Is the Ethical Selling sign off completed for all team members?

  Yes

  No

• Are EOM meetings scheduled, attended by all team members and can all advisors talk about the content?

  Yes

  No

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

  Yes

  No

• Has the training been completed by all team members? Insert the training focus topic in here and highlight the % the store is on

  Yes

  No

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

  Yes

  No

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

  Media

• Take a picture of the stores profile on mss

  Media

Overview and Actions - People

• Overview - People

• Required Actions - People

Action