Store Visit 2013 (Half Version)

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

People

• People media examples

  Media

• 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

• Have BEST nominations been made? (log in)

  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 to help people improve? (Discuss historical KPI performance & actions currently being taken)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Customer

• Customer media examples

  Media

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

  Yes

  No

  N/A

• 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

• Do the team understand and use the customer framework & understand its alignment with NPS?

  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

Performance

• Performance media examples

  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

Support

• What support do you need to deliver the above?

  Yes

  No

  N/A

• General feedback

• Store Manager signature

  Sign

• Regional Manager signature

  Sign