RGM Store Visit Customer Promise - duplicate

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Purpose of Visit

• The purpose of my visit today is...

Extraordinary People: Individual Performance, Rewards, Pitstop Reviews, TSCJ, Recruitment, Staff Mix, SOH vs Budget, Developing Talent and PULSE. Create a culture that unlocks the potential of every colleague, building a team that everyone loves to work with and work for

• How and where is individual performance tracked in store?

  In place and appropriate

  In place not appropriate

  Not in Place

• Is it working, appropriate and up to date? Does it include Right Sell? Give details here

• How is reward tracked in store?

  Tracked Working and up to date

  Tracked not working

  Not tracked, or not up to date

• Is it working and up to date? Give details here

• What are the quality of Pitstop reviews with team like?

  Up to date and good quality

  Up to date but development required

  Not up to date

• Are under-performers reviewed weekly, developers and above monthly? Are they to the appropriate standard with SMART actions? Give details here

• What is your plan for your Top Talent? <br>

  PDPs in Place

  Plans but not documented

  No Plans

• Do all colleagues who have completed their probation have a PDP in place? Give details here

• What are the recruitment/people needs of the store?

  On budget, no needs or needs addressed with RGM

  Poor control of spend

  Off budget (over or under), poor mix or needs not addressed with RGM

• SOH vs Contracted vs Budget, FT/PT mix. Give details here

• How are team members on probation performing? <br>

  Yes

  No

  N/A

• Are they having their weekly reviews? Is their e-learning up to date? Give details here

• What was the result of the last PULSE survey?

  Super Engaged Under 25%

  Super Engaged Under 40%

  Super Engaged Under 50%

  Super Engaged Over 50%

• What have you done with results? How have they been cascaded to the team? (yes for plan/meeting for team)

  Yes

  No

  N/A

• Give detail here (e.g. Plan in place and shared with team, meeting scheduled etc)

• Add any further supporting documents here:

  Media

Unrivalled Value and Choice: Commercial Knowledge, Demo, Posters, WTW, Daily Brief, VM Micro and Macro, Promotions, USPs Offers Exceptional value, choice and service across every channel that meets the needs of individual customers

• How is the store performing vs its Right Sell Target? <br>

  On track

  Work required

• (80% and above) Give details here

• Is the retail daily brief correctly filled out and have all team members read, signed and understood it? <br>

  Yes

  No

  N/A

• Have all team members been briefed on the most recent Winning the Weekend document and can they sell you the key propositions?

  Yes

  No

  N/A

• Give evidence here (eg. questions asked to who and their response)

• Are the Window and A-Board posters correct? <br>

  Yes

  No

  N/A

• Are demo devices all working and charged with the relevant content rolling?

  Yes

  No

  N/A

• Are all displays correct to planograms? Macro and Micro?

  Yes

  No

  N/A

• Are all hero ends and gondolas merchandised correctly? TV's working displaying content, laptops, tablets etc.? <br>

  Yes

  No

  N/A

• How is iD pitched in branch? <br>

  Yes

  No

  N/A

• Write findings here

• Additional images of sales floor and briefings

  Media

Uniquely Connected: PPCR, Volume, £per box, Driving Postpay, Tactics, Multiplay Sales Use our in-depth knowledge of customers to bring people and technology together, creating meaningful solutions that add genuine value

• What is current PPCR performance? Is store tracking above regional average?

  Yes

  No

  N/A

• Give details of store and regional PPCR here

• Is the store on target to hit Post Pay Volume vs. target?

  Yes

  No

  N/A

• What tactics are in place to drive Post Pay Volume. What has worked? What hasnt Worked? What can you improve? <br>

  Reviewed tactics in Place

  Tactics in place

  No/Poor tactics in place

• Detail tactics and success/failure here

• Is the store on track to hit its £per box target? <br>

  Yes

  No

  N/A

• What tactics are in place to drive £ per box. What has worked? What hasnt Worked? What can you improve? <br>

  Reviewed tactics in Place

  Tactics in place

  No/Poor tactics in place

• Detail tactics and success/failure here

• What is the store's Multiplay performance like? Is there a plan in place? (FBB)

  Yes

  No

  N/A

• Detail tactics, targets and expectations (score YES if there is a plan in place and store is delivering volume based on store size and type)

• Add any supporting documents here

  Media

Famous For Services Geek Squad, Checkpoint and Upgrades Provide enriching solutions and services that offer customers complete flexibility and peace of mind, no matter where or when they need us

• How is the store performing on Geek Squad?

  Yes

  No

  N/A

• Penetration rates, CATI, cancellations and no 2nd payment, INRs etc. Detail information here vs company expectations and targets

• If a precinct or Tech Hub store what are your plans to make sure your agents’ exceed their jobs per hour and NPS measures? <br>

  Yes

  No

  N/A

• Enter details of plans here

• How is the Checkpoint Tool used in store? Is it up to date and part of the returns process (including FMiP)? <br>

  Used and up to date

  Unused and up to date

  Used and out of date

  Unused and out of date

• Ask team member to healthcheck your phone, give details here

• What is the upgrade performance in the store vs budget? (mix and volume)

  Yes

  No

  N/A

• Add any supporting documents here

  Media

Customers For Life: WCSS, Detractor Recovery, Perfect Greet, Pinpoint Behaviours, Understanding of Mystery Shop Inspire customers in such a way that compels them to share their experiences with others, creating a lifetime of loyalty

• How is the store performing on WCSS vs target? <br>

  Yes

  No

  N/A

• Give score and any trend data here (mark yes if at 82 or higher)

• How is detractor recovery carried out? <br>

  Yes

  No

  N/A

• Detail evidence here (Mark yes if carried out, not if not carried out)

• How did the store perform on its last Mystery Shop?

  Yes

  No

  N/A

• Give details of here of action plan (Mark yes if over 80%)

• Is the appearance of the store appropriate to score full marks on the Mystery Shop Questions? (Clean, tidy in all customer facing areas including windows, store team in correct uniform with name badges)

  Yes

  No

  N/A

• Is the atmosphere in store appropriate to score full marks on the Mystery Shop Questions? (Music, temperature, CJL in place for 20 second greet and 4 minute approach)

  Yes

  No

  N/A

• How did the customer consultant perform when demoing pinpoint to you as per Mystery Shop standards <br>

  Yes

  No

  N/A

• Enter feedback and name of consultant here (mark yes if to passing standard)

• Does the above match your observations with customer consultants and customers during your time in store? <br>

  Yes

  No

  N/A

• Give details here (mark yes if both to passing standard or n/a if unable to observe)

• Add any supporting documents here

  Media

Operational Efficiency: Security, Control, Compliance and Feedback

• What security measures are in place to protect the business and the team? (ask team members before asking the BM - mark yes if to plan)

  Yes

  No

  N/A

• Give details here (eg. MSC/Banking/Delivery under dual control, panic buttons in use, store open/close and lone working to policy, cabinets and safes)

• Blue Folder Check - Goods In, Out, Audits, MSCs, Banking, Batched Contracts and Geek and Data Destruction to required standard (Cover sheets and in date)

  Yes

  No

  N/A

• Give details here (mark yes if no major failings)

• What is CFC on time completion for the last 4 weeks? (Target 95%)

  Over 95%

  Over 85%

  Under 85%

• How is shrinkage controlled? (SRP if over) Actions if under (Recalls, Stock Rotation, CJL, Security)

  Yes

  No

  N/A

• Give details here (mark yes if under target or if SRP in place and followed)

• How is the routines and rituals checklist used in store by the team?

  Yes

  No

  N/A

• Give details here (mark yes if used consistently and outstanding issues followed up, mark no if used as a tick box exercise)

• Is the discount level controlled including CASHBACK PLU and CCVs and monitored with appropriate actions taken? <br>

  Yes

  No

  N/A

• Are the team familiar with the Medic Feedback process?

  Yes

  No

  N/A

• Give details here

• Add any additional OE and back of house images here

  Media

Next Steps: SMART Actions based on priorities from visit (6 Actions Maximum)

• Enter RGM comments here

• Enter BM comments here

• Branch Manager Signature

  Sign

• RGM Signature

  Sign