Information
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Branch Location/Store Number
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Prepared by
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Select date
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Manager Present?
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Store team present? (List Names)
Operational Excellence - Store Standards
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Is the shop front clean? Windows smear free, paint work clean, Window frames clean? Posters correct? Chalkboard in a commercial position and to a good standard?
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Is a rhythm and routine in place for the morning and evening checklist, check the last 2 weeks sheets, are they all present and fully completed?
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Are all colleagues well presented?<br>Uniform:Correct Polo shirts being worn? Correct Name Badge, black trousers? <br>
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Are demo devices all working and charged with the relevant content rolling? If missing, can the SM provide evidence of escalation?<br>- Demo handsets escalated to Ops within 2 days if not resolved
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Are all displays correct to planograms? Is all back stock on plan represented on the shopfloor? Is everything ticketed, are pegs full? <br>Print off a planogram randomly and check<br>
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Hand Made POS : have the store created a strong message on key Playbook offers?<br>- Is the messaging strong? Are we expressing a good value message<br>- is it professional?
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Review the last store visit. Have the actions been accomplished?
Back office
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Do the whiteboards have current colleague targets displayed?
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Back Office Area<br>- Back area clean and tidy, swept / vacuumed as appropriate?<br>- Stock organised neatly <br>- Clear of old fixtures and fittings?<br><br>
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Back Office Displays<br>- Notice boards displaying current info : 4 weeks of colleague schedules, playbook, Peters blog, top 3 opportunities poster, whistleblower poster, law poster, employee referral scheme poster up?<br>-baseball cards present and up to date<br>- All historical out of date information removed<br>- Health & Safety Poster on display?
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Has there been a smart start brief / a brief at the start of each RC's shift and and can the team articulate the top 3 priorities
People
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RC and ASM weekly 1 to 1, are they happening every week? <br>- Are weekly reviews available in colleague box file? Check the last 6 weeks<br>- Quantity / Quality check?<br>- Is the SM ensuring quality actions are being agreed?
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Has the SM completed any Performance Management or Probation management as required? Are there any RC /ASM performance concerns?
Finance
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Review financial performance is the store delivering GM target, accessories at $60 pb, TEP at 50%. If no agree actions
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Does each RC have and know their weekly targets, and how they are performing? How many leads did they generate last week?<br>- ask 2 colleagues at random
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Do the team know how they are performing on commission?<br>- check understanding of the model and awareness of current performance
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Review the in store referrals process.<br>Is there a simple system in place (321)?<br>How many referrals have the team generated that week?<br>Can the RCs articulate what the referral programme is?
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Does the store have a comprehensive list of local businesses and are working those relationships? Good FOTS planning in place? <br>Check who and when they last visited and who they are visiting this week
Delivering the customer model: Service
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SFL in place with designated managment of shopfloor presence. Zoning working? RCs using time well in downtime?
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Colleagues acknowledging within 20 seconds. Eye contact and greeted with a smile? <br>-is it a warm and enthusiastic welcome?
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'Welcome to Sprint I am ....(name) what brings you in today? .......great, you have come to the right place! Is it warm and happy?
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Has the customer been offered a Magic moment? Do we have good stock of magic moments?
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For existing customers did the RC explore NBA and review opportunities?
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Are REC sheets in use?<br>Check the last weeks Rec sheets review where we have not closed and why?
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For customers needing repair did the RC explore the option of upgrade versus the deductible?
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Did the RC explore the customers current cell ? <br>Did they ask is it working? ...get a trade in value, check the condition to support TEP/ accessories conversations
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Did the RC introduce our amazing referral scheme, up to $500, explore friends and family now and hand out a $500 dollar?
Exploring needs: Exploring needs: this will help you sell tablets, accessories and TEP
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Did the RC ask several lifestyle questions and build genuine rapport? <br>How and when will the cell be used, what for, will anyone else use it?
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Was our TEP plan explained and benefits sold to the customer aligned to their needs?
Build : getting the customer on the right plan.
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Are the RCs aware of playbook offers, rate plans, AAA membership benefits?
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Did the RC demo the chosen phone and share 3 great tips/ features? And encourage the customer to play with the phone?
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Did we walk the customer to the accessories: were 3 accessories offered?
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Was an assumptive close used? Did we thank the customer for their business, and assure them we are here if they have any questions?
Operations
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Review the BSC is the store green on all areas? Review red and Amber scores and agree the process. Review the RC monthly BSC and agree any next steps
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Is deployment at the correct mix? Is the store on top of vacancy?<br>- review the Ops Dashboard
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Have the SPS results improved on a monthly basis? If not what are the issues and solutions?<br>- review the last 3 months scores<br>Is it being tracked daily, is it a focus? Good detractor process in place? <br>
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Summary of visit: Actions and Focus: include what has gone well, opportunities and what the SM and team should focus on, agree actions.
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Additional Media - Follow up for next Month
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SM Signature
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DM Signature
