Title Page
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Prepared by
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Location
Shop Checklist
CLEANLINESS
Shop Front Area
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Floor
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Furniture and drawers
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Customer's Sofas and waiting areas
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No dust in Island display
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No dust and fingers print on eyeglasses display
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Sunglasses tags are tidy
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Do not leave things lying after used (rubber, notes, clips etc)
Cashier and drawer
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Payment area tidy and clean
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Drawer neat and tidy
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Not attach memos or sticky notes in customer eyesights
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No pen marker on display in customer eyesights
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Rubbish bin always clean
Stass Room
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Staff table are clean (no food or snack) After eat
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Staff lockers are clean and tidy
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Rubbish bin clean in every morning
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The sink clean (No stain)
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Document, stuff are kept in a proper place
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Pleasant smell
Mirror , Glass and Clear Acrylic
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Stand mirror
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Face mirror
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Display acrylic
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Furniture with glass
STAFF SERVICE STANDARD
Service mind
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Echo.
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1st Approach within 30 seconds.
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2nd Approach within 3 minute.
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Recommend glasses that are suitable for customer.
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Recommend all Promotion.
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Staff holding black tray or cloth while serving the customers.
Manner,Behaviour and working posture
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Staff manner and behaviour at a high standard level.
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Staff can be representing a pleasant environment in shop.
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Good posture to the customer (hard gesture, standing posture eyes-contact, voice tone and smiley face.)
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Do not stand around by doing nothing.
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Staff have a good voice tone and good communication skill when talk to customer
Appearance
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Fully uniform with good condition.
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The Hair style, accessories, shoes and pants are in accordance with the company's requirements.
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Nails are not long, clean and not bright colored, No unpleasant scent.
STAFF OPERATION STANDARD
Register
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Staff fully advice membership benefit and registration process.
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Staff did ask KB (Glasses/CL.)
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Staff fully inform policy detail for FOP
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Staff fully inform policy detail for lens replacement.
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Staff did ask the customer for additional document
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Staff give a que card and give direction to the customers to waiting area.
Dispensing
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Staff did verify customer's glasses.
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Staff let customer try on and ask for the visibility.
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Staff fully detail 5 step adjustment checking.
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Staff Fully detail inform after sale service.
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Staff let customer know how to get more warranty information.
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Staff did ask the customer to evaluate or criticize the service.
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Inform customers about After follow benefit.
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Staff facilitate to customer until the customer out of store.
Cashier
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Check lens stock and pick up the lens before cashiering.
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Repeat and clarify all detail about glasses and price to customers.
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Inform customers about refunds policy
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Inform customer's remaining points
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Inform customer's recheck status glasses on QR code and line
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Inform collection time and close shop operation time.
DISPLAY
Shop Front
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Frame display correctly according to VM information.
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POP type display correctly.
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No extra non-official POP in shop
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Book and tree decorate display in proper way and good condition.
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All display are in good condition including special display (Transitions and PC.)
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Special table are in good condition
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Spot light can be used all
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Service tray are always ready to serve
Stock
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Frame and Sunglasses are display correctly on shelf.
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Close the drawer after use
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Under stock is kept neatly
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Glasses are tidy and clean
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No finger prints or stain on frame/lens
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Fill up the glasses on shelf after it has been sold.
Staff know each of POP call.
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Staff know each of POP call
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Staff include SM&ASM know update version
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Staff know the place for POP stock
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Staff know if POP gone, how long does it process.
AMENITY
Document
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Check quality and quantity before sign to received amenities.
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Always sign and stamp logo shop with date.
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Have document folder for keep and separate supplier as well.
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Always update status received amenities on Line group.
Amenities Defective
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Being to know "How to fill up Amenities Defective information."
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Always update status claim on Google file.
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Do not give Amenities Defective to customers.
Stock Amenities
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Keep stock amenities at staff room or drawer neat and tidy.
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Separate amenities defective for claim with supplier.
Amenities Order
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Order a reasonable quantity of products. (compared with number of customers)
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Order amenities within due date in that month.
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Always fill up remaining stock even without ordering.
ETC.
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Contact lens case don't have dust inside.
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Do not give extra amenities to customers e.g., case, cloth, cleaning spray.
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Prepare all amenities to give customer as well., case with cloth, Contact lens case and cleaning spray.
Signature
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SHOP MANAGER
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L&D TRAINER (Sales and Service)
