SFM observation sheet

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Queue management

• Everyone welcomed with in 30 seconds

  Yes

  No

  N/A

• Everyone spoke to with in 5 mins

  Yes

  No

  N/A

• Time spent with each customer under 1 minute 30 seconds .. Don't get tied down

  Yes

  No

  N/A

• All customers asked ideally questions ... Profile .... Establish needs

  Yes

  No

  N/A

• Found out every customers name ....

  Yes

  No

  N/A

• Did not ask at any point what the customers previous brand was

  Yes

  No

  N/A

• Spoke to every customer every 3 minutes to establish waiting times

  Yes

  No

  N/A

• Introduce every customer by name to advisor

  Yes

  No

  N/A

• Give a detailed brief of what the customer is wanting

  Yes

  No

  N/A

• At no point log onto any till system

  Yes

  No

  N/A

• At all times on the shop floor and when not managing deals standing at the front of the store ready to greet

  Yes

  No

  N/A

• In down time jobs and training allocated

  Yes

  No

  N/A

Deal management

• All customers checked at least once whilst transaction is underway

  Yes

  No

  N/A

• Relevant accessories placed with advisor for each sale

  Yes

  No

  N/A

• Strategy brief with each advisor mid sale

  Yes

  No

  N/A

• Deal signed off whilst customer is in store

  Yes

  No

  N/A

• Customer thanked on exit and addressed by name

  Yes

  No

  N/A

• Observation sheets completed as much as possible

  Yes

  No

  N/A

• We're possible use observation sheet as a de-brief with advisor

  Yes

  No

  N/A