Information

  • Conducted on

  • Store Name and Number

Store Information

  • Region

  • Store Manager

  • Regional Manager

  • Date and Time

  • Add media

Overview and sign off

Overview

  • General Overview of Observations and Findings

  • Store manager

  • Regional manager

  • General score for the store RAG

Customer

Welcome Me

  • Take a picture of the outside of the store

  • Check booking up for staff and history

  • Check the podium position

  • Is the SFM selling from the concierge.

  • Check everyone has name badges and do a uniform check

Understand My Needs

  • Check CRF forms for the following 4 categories. Both names of customer, reason for visit, lifestyle and solution of multiple products

  • Are they set up operationally. Is the pricing correct?

Show tell me and let me try

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

  • Observe a demo

Help Me Decide

  • What's their network story they are using to tell customers.

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

  • Is wifi calling activated on the devices

Set me up brilliantly

  • Have they downloaded My EE App for customers

  • Are the staff using company apps

Be there when I need you

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

  • Check the repairs draw to see how many are outstanding and check global care number should be 0,0,3

  • Check Exaclibur usage and Recycle

  • Check that everyone has my performance log ins

  • Discuss service matrix with staff and Rio after report

  • What are the advocates actions on customer board

Beyond the EE way

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

  • Observe an advocate call

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

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

  • What three things are they focusing on from mystery shop

Operations

Operations

  • Are store standards at an acceptable level?

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

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

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

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

  • What's the stock loss mtd?

  • Are there any RA handsets?

  • Are there any Idocs that need to be investigated?

Pos

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

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

  • Check three of the latest price changes RAG

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

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

  • Overview - Operations

Overview and Actions - Operations

  • Required Actions - Operations

  • Action

sales

Sales generation, check a days paperwork

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

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

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

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

  • Are sim replacements being checked for add lines?

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

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

  • Are any appointments being booked? Check the log

  • Have any appointments come in today?

  • Do the team know of the daily figures?

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

  • Is a manager welcoming in customers through the concierge?

  • Are the keys being controlled on the shop floor?

  • Have all team members done the eetv module?

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

People

People

  • Has the manager booked all their holiday on mss?

  • Are the teams aware of the latest best incentive

  • Are teams aware of the commission structure?

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

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

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

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

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

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

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

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

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

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

  • Take a picture of the stores profile on mss

Overview and Actions - People

  • Overview - People

  • Required Actions - People

  • Action
The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.