RGM Assisted Sales HealthCheck V2

• Audit Title

Store review

• Store Name / Branch Number

• Date

  Date

• Completed by

• Team present

Welcome

• What was the store's Mystery Shop score for the 'Welcome' section last month?

• Did the store achieve the 85% target?

  Yes

  No

  N/A

• What was the store's World Class Service Score last month?

• Did the store achieve the 77% target?

  Yes

  No

  N/A

• Is there active SFL in place in store? (Is it evident who is leading the sales floor?)

  Yes

  No

  N/A

• Are all customers being acknowledged upon entering the store?

  Yes

  No

  N/A

• Are all customers being aproached within 1 minute by a team member with a PinPoint tablet in hand?

  Yes

  No

  N/A

• Are customer conversations beginning with a commercial or USP based question? (Current commercial priority, USP message)

  Yes

  No

  N/A

Demo

• Did the store deliver a demo in their previous month's Mystery Shop visit?

  Yes

  No

  N/A

• Are all demo devices including colleague devices powered, running content and secured?

  Yes

  No

  N/A

• Are all customers receiving a live handset demo?

  Yes

  No

  N/A

• Can colleagues demo 3 USPs of a chosen handset? (RGM to pick one colleague and 1 handset for them to demo)

  Yes

  No

  N/A

Rightsell

• What was the store's 'Average Steps Moved' % performance last month?

• Did the store achieve the 16% target?

  Yes

  No

  N/A

• Are all customers having Rightsell conversations as part of their PinPoint journey?

  Yes

  No

  N/A

• Can you tell me about a time where you have used Rightsell with a customer and why is Rightsell so important for us as a business? (Speak to 1 colleague about customer example and the business why)

  Yes

  No

  N/A

• Can you talk me through your current Rightsell performance as a store? MTD and WTD

  Yes

  No

  N/A

Trade-in

• What was the store's Trade-in penetration rate last month?

• Did the store achieve the 40% target?

  Yes

  No

  N/A

• Are Trade-ins being actively promoted throughout the PinPoint journey?<br>A) Not at all<br>B) Only at 5 Quick Question Stage (1 mention)<br>C) Also at handset cost stage or at EMC stage (2 mentions)<br>D) Also at both handset cost stage and at EMC stage (3 mentions)

  A

  B

  C

  D

• Can you talk me through the current Trade-in commercial priorities?

  Yes

  No

  N/A

• Can you talk me through 3 key reasons for customers to trade-in?

  Yes

  No

  N/A

Tablet Use

• What was the store's PinPoint journey Timestamp performance last month?

• Did the store achieve the 95% target?

  Yes

  No

  N/A

• Did the store use the PinPoint Tablet during the last month's Mystery Shop visit?

  Yes

  No

  N/A

• Can the Branch Manager articulate current PinPoint Tablet performance? MTD and WTD

  Yes

  No

  N/A

• Can the Branch Manager evidence that appropriate actions are in place for PinPoint Tablet performance? (Recognition, Coaching and Performance Management)

  Yes

  No

  N/A

• Have all PinPoint Tablet issues been logged and followed up effectively?

  Yes

  No

  N/A

Close

• What was the store's percentage to volume target performance last month?

• Did the store achieve the 105% target?

  Yes

  No

  N/A

• What was the store's credit check decline conversion rate last month?

• Did the store achieve the 5% target?

  Yes

  No

  N/A

• What percentage of the store's discount pot was used last month?

• Did the store achieve the 90% target?

  Yes

  No

  N/A

• Can team members talk through current individual and store performance?

  Yes

  No

  N/A

• Is current individual and store performance being visibly tracked? (Boards, Trackers, Digitally)

  Yes

  No

  N/A

• Is individual and store performance being reviewed with appropriate actions in place? (Recognition, Coaching and Performance Management)

  Yes

  No

  N/A

• Are customers being actively closed with tactical use of discount pot, USPs and current commercials? ('Ask the manager', 'Manager Bundles', 'Deal of the Day', Compare & Save)

  Yes

  No

  N/A

• Can the team explain the Internal Security Check Fail process and best practice?

  Yes

  No

  N/A

• Can the team talk through the store's current Credit Check Decline performance? MTD and WTD

  Yes

  No

  N/A

Store Environment

• Is there evidence of Daily Team Coaching Sessions?

  Yes

  No

  N/A

• Is the store well presented in terms of signage/lighting, POS/pricing, presentation/housekeeping?

  Yes

  No

  N/A

• If 'No' are issues logged and followed up effectively?

  Yes

  No

  N/A

• How many Daily Team Coaching Sessions have been attended by Manufacturers in the last month?

• Has there been Manufacturer involvement in Team Coaching Sessions in the last month?

  Yes

  No

  N/A

Actions

• Priority Area 1

• Priority Area 2

• Additional media

  Media

• Branch Manager / Deputy

  Sign

• RGM

  Sign