Regional Manager Store Visit tool AR

• Conducted on

  Date

• Store Name and Number

• Region

• Store Manager

• Regional Manager

• Date and Time

  Date

• Add media

  Media

Overview

• General Overview of Observations and Findings

• Store manager

  Sign

• Regional manager

  Sign

• General score for the store RAG

  Red

  Amber

  Green

Welcome Me

• Take a picture of the outside of the store

  Media

• Check booking up for staff and history

  Yes

  No

  N/A

• Check the podium position

  Yes

  No

  N/A

• Is the SFM selling from the concierge.

  Yes

  No

  N/A

• Check everyone has name badges and do a uniform check

  Yes

  No

  N/A

Understand My Needs

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

Help Me Decide

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is wifi calling activated on the devices

  Yes

  No

  N/A

Set me up brilliantly

• Have they downloaded My EE App for customers

  Yes

  No

  N/A

• Are the staff using company apps

  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 how many are outstanding and check global care number should be 0,0,3

  Yes

  No

  N/A

• Check Exaclibur usage and Recycle

  Yes

  No

  N/A

• Check that everyone has my performance log ins

  Yes

  No

  N/A

• Discuss service matrix with staff and Rio after report

  Yes

  No

  N/A

• What are the advocates actions on customer board

  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 they focusing on from mystery shop

  Yes

  No

  N/A

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