RM Visit Monthly & Quarterly V2

• Store

• Completed by

• Duty Manager

• Conducted on

  Date

Store Standards

• Any outside property issues? If so escalations, Property Ref numbers.

  Yes

  No

  N/A

• Are all lights in the store working?

  Yes

  No

• Is the stores POS as per VM app and using POS shop?

  Yes

  No

• First Impressions - up to date Windows & Chalkboard?

  Yes

  No

• Are all live devices charged and working?

  Yes

  No

• Are all dummy devices displayed?

  Yes

  No

• Are all accessories holders fully stocked?

  Yes

  No

• Are all price tickets displayed?

  Yes

  No

• Is the EETV demo display on and working?

  Yes

  No

• Is the shop floor clean and tidy?

  Yes

  No

• Is the back office clean and tidy?

  Yes

  No

• Is the stock room tidy and organised?

  Yes

  No

• Any outstanding IT issues? (Ref numbers, dates, escalations)

  Yes

  No

  N/A

People

• Team all present - Uniform correct, name badges.

  Yes

  No

  N/A

• Is the store actively using BEST recognition?

  Yes

  No

• Has all current e-learning been completed?<br>SAFE, October Commercials, Disability, Bribery, IT & DPA.

  Yes

  No

• Is there evidence of coaching for team members?

  Yes

  No

• Have monthly reviews been completed and in store to view

  Yes

  No

• Has every team member got an active PDP in place?

  Yes

  No

• Are there any recruitment needs?

  Yes

  No

• Are there any current performance/HR issues in store?

  Yes

  No

Customer

• Is the store following the EE Way

  Yes

  No

  N/A

• Team member on the podium (Only mark if 3 colleagues or more)

  Yes

  No

  N/A

• Are the team demonstrating the network speed via SpeedTest

  Yes

  No

  N/A

• Bookable appointments being used?

  Yes

  No

  N/A

• Advisor knows Sales NPS score?

  Yes

  No

• Are all welcome wallets available and being used?

  Yes

  No

• Are all advocates addressed?

  Yes

  No

  N/A

• Can Advisor talk through the EE Way?

  Yes

  No

• Is the cellebrite machine working and being used?

  Yes

  No

• Is the repair laptop working and being used?

  Yes

  No

• Is the stores customer performance being displayed

  Yes

  No

• Is the store currently achieving target on Sales NPS MTD?

  Yes

  No

• Is the store currently achieving target on Service NPS MTD?

  Yes

  No

• Is the store currently achieving target on Excalibur Usage MTD?

  Yes

  No

• Did the store pass the last EE Way report?

  Yes

  No

• Competition walk? Does the SM know the local deals in their town? (O2, Voda, 3)

  Yes

  No

  N/A

• What is the stores previous month and MTD EE app adoption (15% minimum expectation)

  Yes

  No

  N/A

• Are all complaints closed down and compliant check sheet completed for each one?

  Yes

  No

  N/A

Sales Performance

• Aware of team zero sellers?

  Yes

  No

• Advisor knows own sales performance actual vs target?

  Yes

  No

• Can Advisor confidently talk through latest offers? (Key, P2P, Tablet, Home)

  Yes

  No

• Can Advisor confidently pitch Insurance?

  Yes

  No

• Is the store currently on QTD Value?

  Yes

  No

• Is the store currently achieving MTD PAYM Volume?

  Yes

  No

• Is the store currently achieving MTD HBB Volume?

  Yes

  No

• Is the store calling a minimum of 90% of LRC leads and booking appointments every week?

  Yes

  No

  N/A

• When is the stores VIP LRC appointments scheduled?

  Yes

  No

  N/A

Reward

• Is the latest commissions matrix displayed?

  Yes

  No

• Is the latest Value report displayed?

  Yes

  No

• Can advisor show where Commissions information is on the intranet?

  Yes

  No

• Team aware of Volume vs. Value metrics

  Yes

  No

  N/A

Compliance & Operations

• Has the store planned six weeks ahead with their rota, 4 weeks visible?

  Yes

  No

• FTE budget being controlled

  Yes

  No

  N/A

• Advisor aware of latest This Week / This Weekend messages?

  Yes

  No

• Has the latest H&S check been completed?

  Yes

  No

• Is the forced churn folder up to date?

  Yes

  No

• What is the stores current repairs performance sent and received. Are there any repairs over 14 days awaiting collection?

  Yes

  No

  N/A

• Is the stock location secure? Mag lock doors secured?

  Yes

  No

• Stock counts compliant for the month?

  Yes

  No

  N/A

• Are all RA handsets submitted?

  Yes

  No

• Random check CIF reconciliation. Compliant?

  Yes

  No

• Is the fire log book up to date?

  Yes

  No

• Are the fire exits clear?

  Yes

  No

• Key holder list up to date

  Yes

  No

  N/A

• HBB check sheet attached to all broadband sales and compliant?

  Yes

  No

  N/A

• Randomly check last 30 days the store using the routines and rituals document usage.

  Yes

  No

  N/A

• RM Visit Summary

• Actions RM

• Actions SM/AM/SA

• RM Signature

  Sign

• Duty Manager Signature

  Sign