RM visit forR14

Complaints outstanding?

Is there a ROC for every complaint within the last 13 weeks? (log names and action below)

Can an advisor tell you what the store's and their own S&S NPS is MTD?

Did you observe advisors discussing NPS on the shop floor?

Asking an advisor, do they know what the MS questions are?

Using the VM guide, is the store to plan?

Is there commercial board up to date?

Is the sales tracker up to date?

Does anyone in store have a PIP in place? (If yes, update progress in notes)

CRFs attached to all paperwork? (quality of CRF in notes)

Are zero sellers being tracked in store?

Can staff demonstrate knowledge of key TLOs?

Can an advisor show you that they have punched in for their current shift?

Can they demonstrate how to check their rota and book annual leave?

Has the RM checklist been completed within the last 6 months?

Are tablet tills in cases when on shop floor?

Is the store manager completing weekly, monthly & quarterly checks?

Stock counts & variance investigations completed within SLA?

Any outstanding facility issues, if so, when were they last chased up?

Can staff demonstrate what to do when returning an Apple product? (FMIP)

Can the SM confirm via the Digital Academy app, staff completion levels?

Have all staff attended WE'RE EE training?

Is everyone in store aware of the Aspire program?

Is all mandatory training complete?

Are all monthly reviews complete? (Comment on quality)

Do all level 3 staff have a PDP in place?

Do all level 1 staff have a PIP in place?

Are the team aware of the Your Say results?

If so, are they aware of the plan?

Is the latest "giving something back" activity POS on display?