Store Visit Document

• Conducted on

  Date

• Prepared by

• Location
  Address

Store Review

• Store Name

• Manager Name

• Review previous store visit documentation, have all actions been completed?

  Yes

  No

  N/A

• What points have not yet been finalised?

• Mystery Shopper Result for previous Month? (Please enter in result and any key actions that need to come from this result)

  Yes

  No

  N/A

• Are Profile wallets being prepared prior to customer arriving at store?

  Yes

  No

  N/A

• Are Welcome Calls being completed daily (ask team members what process is)

  Yes

  No

  N/A

• Are the team using the Profile wallets correctly? (please note any opportunity for lifestyling at this stage)

  Yes

  No

  N/A

• B.C.D alive in store? (test team members on understanding)

  Yes

  No

  N/A

• Talk to Lens features & benefits (good, better, best)

  Yes

  No

  N/A

• Are the 3 way handovers being completed to a high standard? (completed, 3 way conversation, strong recommendations in and out of the testing)

  Yes

  No

  N/A

• EPP offered to every customer? What is the stores result MTD?

  Yes

  No

  N/A

• Seated Handover (Fit and Adjust)

  Yes

  No

  N/A

• Wow Box being used

  Yes

  No

  N/A

• Accufit used (accufit %)

  Yes

  No

  N/A

• Tools Used (lens brochure, lens simulator)

  Yes

  No

  N/A

• Advocate call process in place(Ask team member what the process is)

  Yes

  No

  N/A

People

• Uniform standards adequate?

  Yes

  No

  N/A

• From a customers perspective do you feel there is enough presence at front of store

  Yes

  No

  N/A

• Daily Huddles taking place?

  Yes

  No

  N/A

• Retail hours within agreed hours? and Base roster in place?

  Yes

  No

  N/A

• On the floor coaching conversations happening?

  Yes

  No

  N/A

• Weekly documented weekly one on ones?

  Yes

  No

  N/A

• Rosters uploaded on Roster Live at least 2 weeks in advance?

  Yes

  No

  N/A

• Store aware of and can sell current promotions?

  Yes

  No

  N/A

• Values and Culture boards up to date and being used?

  Yes

  No

  N/A

• Culture toolkit instore and being utilised?

  Yes

  No

  N/A

• Luxottica university monthly modules completed by all staff?

  Yes

  No

  N/A

• Development or Training plans in place for all team members?

  Yes

  No

  N/A

Business Accumen

• Quarterly Plan in place and this is up to date? (please attach photo of this)

  Yes

  No

  N/A

• Does the store have a current LSM strategy? (if Yes what does this look like?)

  Yes

  No

  N/A

• What LSM requirements does the store have and when will this request be sent through to the LSM team?

• Does the store have more then one photo on google and are the store details correct. (Address, phone number and trading hours)

  Yes

  No

  N/A

• : Does the store have positive reviews on google and how do they compare to their local competitors?

  Yes

  No

  N/A

• Conversion above 45%

  Yes

  No

  N/A

• Conversion logs in place?

  Yes

  No

  N/A

• What actions are required to achieve this?

• Contact Lenses in positive growth?

  Yes

  No

  N/A

• What actions are required to achieve this?

• 2nd Pairs above 25% MTD?

  Yes

  No

  N/A

• What actions are required to achieve this?

• Jobs in positive growth?

  Yes

  No

  N/A

• What actions are required to achieve this?

• ASP Growth Vs Last year?

  Yes

  No

  N/A

• What is the number one Brand in your business?

• What actions are required to achieve this?

• Optos usage above 25%

  Yes

  No

  N/A

• What actions are required to achieve this?

• Email Capture and Opt-In rates in line with business expectation? (note YTD and last four weeks results)

  Yes

  No

  N/A

• What is the plan for growth?

• Monthly sales tracking above budget?

  Yes

  No

  N/A

• What actions are required to achieve this?

• Optom Apointment Book review (Are the team managing this correctly)

  Yes

  No

  N/A

• Quote Screen ( have these customers been contacted?)

  Yes

  No

  N/A

• Hold Drawer (is it clean and tidy?)

  Yes

  No

  N/A

• CL Recalls (have these been completed and what is the process?)

  Yes

  No

  N/A

• 3rd Hit Recalls (have these been completed and upto date?)

  Yes

  No

  N/A

• Handover Screen Up To Date?

  Yes

  No

  N/A

• Medicare Rejects?

  No

  Yes

  NA

• Are there any Optometry Late Payments?

  No

  Yes

  NA

• Petty Cash review (are there any anomalies?)

  No

  Yes

  NA

• Discount Report (Do these Discounts come in line with company policy?)

  Yes

  No

  N/A

• Banking Log

  Yes

  No

  N/A

• Refund Report

  Yes

  No

  N/A

• Write Off Report

  Yes

  No

  N/A

• Key Register (is this up to date an in the BCR folder?)

  Yes

  No

  N/A

• Hash Counts - are these being completed daily and stored in BCR folder?

  Yes

  No

  N/A

• Understock Tidy

  Yes

  No

  N/A

• Write Offs

  Yes

  No

  N/A

• Unreciepted Orders (Are there any in the system overdue?)

  No

  Yes

  NA

• Window Clean?

  Yes

  No

  N/A

• Correct VM Posters in place and ties up to draw customers into the store? (discuss opportunity)

  Yes

  No

  N/A

• Service Decal in place and up to date?

  Yes

  No

  N/A

• Are all lights working through store?

  Yes

  No

  N/A

• Are Store Fixtures Clean?

  Yes

  No

  N/A

• Is the floor clean? (Vacuumed / Mopped)

  Yes

  No

  N/A

• Are Dispensing Desks Clutter Free?

  Yes

  No

  N/A

• Back room clean (please review all back of house rooms including optometry)

  Yes

  No

  N/A

• Adjustment area clean & tidy?

  Yes

  No

  N/A

• Are contacts stocked?

  Yes

  No

  N/A

• Wellness Brochures Displayed in testing rooms?

  Yes

  No

  N/A

• Is the Campaign Execution to business requirements?

  Yes

  No

  N/A

• VM Flow of store as per standard? (Review Pole plan to ensure correct levels of stock on show through store)

  Yes

  No

  N/A

• Are all Frames & Sunglasses Clean (Product and Fixtures)

  Yes

  No

  N/A

• Is the front desk clean and clutter free (business cards & privacy policy, Onesight Tin)

  Yes

  No

  N/A

• Manager Comments:

• Store Manager Signature

  Sign

• RSM Comments:

• RSM Signature

  Sign