Shop Behavioural Audit

Colleagues demonstrate excellent customer service and interact at every opportunity? <br><br>Hints:<br>- Are colleagues on the shop floor & aware of the national campaign<br>- If SS is the colleague on the workstation nearest to the door<br>- Are colleagues standing while serving <br>- Are customers enjoying hot drinks or is there evidence of drinks been consumed (empty cups)<br>- Ask customers for feedback on the service within the shop<br>- Ask colleagues to name the customers within the shop, customers can only be classed as regulars if colleagues are aware of their name.<br>- Do colleagues appear interested in the customers with no distractions (mobiles, food or TV)<br>- Do colleagues act professionally using the right tone with customers<br>- Are customer offered a welcome and a farewell by a happy smiling colleague<br>- Colleagues in full company uniform <br>

Retail standards as per Ladbrokes Retail Standards?<br><br>Hints:<br>- Walk the shop, both customer and colleagues areas noting any areas of concern<br><br>Check:<br>- external shop front (clean, free of weeds & litter and in good condition) <br>- external facing marketing <br>- easily identifiable zones <br>- internal marketing & coupons as per virtual shop <br>- gaming/SSBT machines clean and in working order<br>- tv's clean a con working order<br>- sound at an acceptable level <br>- horse papers correctly displayed <br>- furniture in good repair<br>- vending area clean & presentable <br>- toilets clean and fully stocked<br>- counter area free of clutter & non Ladbrokes items <br>- customer are clean & tidy

Colleagues knowledge at an acceptable level enabling us to lead the market? <br><br>Hint:<br>To enable us to lead the market our colleagues need the knowledge to keep our customers interested and loyal to us. Can we answer their questions effectively and talk about our products with confidence.<br><br>Check & ask: <br>- colleagues have completed the Ladbrokes knowledge portals <br>- colleagues can demonstrate how to read the racing displays<br>- colleagues can explain the gaming machines, B2 & B3 and the demonstrate benefits of our promoted games<br>- colleagues can demonstrate how to navigate the SSBT terminal<br>

Are you confident in the colleagues ability and knowledge to remain compliant in all aspects? <br><br>Our business cannot operate unless the basics are in place. Every colleague has a responsibility to ensure we are safe, secure & compliant at all times. <br><br>Check & ask:<br>- customers are monitored and we have enough information regarding large customers<br>- large bets are all tagged <br>- do the regulatory returns match the local environment & can colleagues discuss trends with you<br>- can the self exclusion process be explained and the file is up to date<br>- cash levels acceptable and stored correctly <br>- fire exits clearly labelled, clear from obstruction and operational

Are all colleagues making good progress inline with company expectations? <br><br>Hint:<br>Looking after our colleagues is fundamental to the success of Ladbrokes. Engaged and well trained people will ultimately improve our business performance. Take the time to talk to colleagues about their training & development, this really matters to every colleague. <br><br>Check & ask:<br>- get set and CBT's complete <br>- development toolkits complete<br>- twice yearly reviews complete and colleague aware of scores and how to effect

Colleagues demonstrate understanding of the business and local area? <br><br>Check & ask:<br>- colleagues able to talk you through shop performance<br>- aware of product splits<br>- navigate LRS<br>- market share information updated on BS2000<br>- evidence of market share visits taking place - action plans<br>- vending & stock levels acceptable <br>- scheduling completed 2 weeks in advance to budget <br>