Store Visit 2013 (Full Version)

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

People

• Staff area and Back of house standards

  Media

• Have I acknowledged top performers by sending an e-card?<br>

  Yes

  No

  N/A

• Are daily briefings and de- briefings being delivered? (documented evidence)

  Yes

  No

  N/A

• Have all BEST reviews been completed by 7th? (Review a minimum sample of 2)

  Yes

  No

  N/A

• Can staff members advise me of their BEST review objectives?

  Yes

  No

  N/A

• Do the teams BEST objectives relate to the stores objectives?

  Yes

  No

  N/A

• Have BEST nominations been made?

  Yes

  No

  N/A

• Who are our top performers? And what are their succession plans? (Documented?)

  Yes

  No

  N/A

• Are Performance Improvement Plans in place?

  Yes

  No

  N/A

• New starters? (names/contact details/probationary reviews)

  Yes

  No

  N/A

• Review People Dashboard Performance? (Log in)

  Yes

  No

  N/A

• Is the store running within OPEX budget?

  Yes

  No

  N/A

• Are the team aware of the latest People Pulse Results?

  Yes

  No

  N/A

• What plans are in place to improve People Pulse?

  Yes

  No

  N/A

• Learning Zone: Clone Phone FSA tests completed? (Log in)

  Yes

  No

  N/A

• Are the team aware of the RLT?

  Yes

  No

  N/A

• When was the last team meeting held?

  Yes

  No

  N/A

• Is the SM registered to Splash and regional What's app groups?

  Yes

  No

  N/A

Customer

• NPS board

  Media

• Is the store merchandised in line with the latest VM guide?

  Yes

  No

  N/A

• Sales floor standards

  Media

• Are live dummies on display with 4gEE demo SIM's & multplx downloads?

  Yes

  No

  N/A

• NPS Score above 60%?

  Yes

  No

  N/A

• Does the store have an NPS action plan?

  Yes

  No

  N/A

• Are the team aware of their own NPS score?

  Yes

  No

  N/A

• Are the Store profiles set up for the Team and running on the Flat screen?

  Yes

  No

  N/A

• Are staff aware of key propositions across all brands?

  Yes

  No

  N/A

• Are customers contracts fully completed inline with Ofcom requirements?

  Yes

  No

  N/A

Performance

• Briefing board and target board

  Media

• Does the SM and the team know the store Run rates?

  Yes

  No

  N/A

• Are all demos charged and demo ready?

  Yes

  No

  N/A

• Is current month PAYM performance on track?

  Yes

  No

  N/A

• Review current contract mix (EE, TM, OUK)

  Yes

  No

  N/A

• Is current month UPG performance on track?

  Yes

  No

  N/A

• Is current month PAYG performance on track?

  Yes

  No

  N/A

• Is current month MBB performance on track?

  Yes

  No

  N/A

• Is current month FBB performance on track?

  Yes

  No

  N/A

• Is current month SME performance on track?

  Yes

  No

  N/A

• Is current month clone phone attachment rate above 30%?

  Yes

  No

  N/A

• Is current month accessory attachment rate above 50%?

  Yes

  No

  N/A

• Are conversion targets on track?

  Yes

  No

  N/A

• Did the store achieve PAYM/UPG/FBB/MBB/PAY/SME/CARE/ACC last month?

  Yes

  No

  N/A

• Are the team using the process flows to complete new EE/legacy sales?

  Yes

  No

  N/A

• Are staff members signing in/out?

  Yes

  No

  N/A

• Have new EE format ethical selling/data protection/Internet policies been signed off & filed in HR file?

  Yes

  No

  N/A

• Are H&S compliance actions being completed in store? (Check documentation)

  Yes

  No

  N/A

• Are compliance declarations completed and progress made on actions?

  Yes

  No

  N/A

• Is current FC120 below tolerance? What plans are in place to manage this?

  Yes

  No

  N/A

• Is the store proactively using the non-saleable stock reports?

  Yes

  No

  N/A

Support

• Does the SM have a PDP?(document support needed)

  Yes

  No

  N/A

• What support do you need to deliver the above?

  Yes

  No

  N/A

• Feedback on observations on the sales floor:

• Overall feedback of visit:

• Store Manager comments:

• Store Manager

  Sign

• Regional Manager

  Sign