Store Visit Report Vodafone

• Conducted on

  Date

• Prepared by

• Location
  Address

Report Details

• Name Of Auditor

• Who is Auditing?

  Divisional Manager

  Regional Manager

  Store Manager

• Is the Store Manager Present?

  Yes

  No

• Who is Present from store?

• Store Location
  Address

• Date Of Inspection

  Date

• Signature of Auditor.

  Sign

• Any Notes?

• Signature of Audited.

  Sign

Cleanliness

• Are the shop windows clean?<br>

  Yes

  No

  N/A

• Is the shop front clean and clear of rubbish such as but ends, weeds, chewing gum etc.<br>

  Yes

  No

  N/A

• Are any side entrances clean and well presented.<br>

  Yes

  No

  N/A

• Is the sign clean and not damaged?<br>

  Yes

  No

  N/A

POS

• Window POS, inlcuding digital, correct and to guidance?

  Yes

  No

  N/A

• Is legal store signage displayed (Opening Times, No Smoking, Smoke Cloke)

  Yes

  No

  N/A

• Do the trading times match what is displayed on CTI and our website? <br>

  Yes

  No

  N/A

• Check opening hours vs competition<br>

  Yes

  No

  N/A

• Is the chalkboard message appropriate for demographic?<br>

  Yes

  No

  N/A

• Is A Frame outside where permittable, no damage and correct POS displayed?<br>

  Yes

  No

  N/A

Property

• No signs of tampering with front locks<br>

  Safe

  At Risk

  N/A

• Are lights fully working?<br>

  Yes

  No

  N/A

• Is the chalkboard in good condition? IE. not fading in colour<br>

  Yes

  No

  N/A

Cleanliness

• Is the carpet clean and hoovered? Does it need replacing?<br>

  Yes

  No

  N/A

• Is the shop floor and display units clean and dust free?<br>

  Yes

  No

  N/A

Property

• Are all the lights working in the store? Is the store well lit?<br>

  Yes

  No

  N/A

• Demo tables in good condition and clean?<br>

  Yes

  No

  N/A

• Back door code working?<br>

  Yes

  No

  N/A

• All property challenges reported and logged?<br>

  Yes

  No

  N/A

People

• Observe if customers are greeted within 1 minute of arrival?<br>

  Yes

  No

  N/A

• Is there an active SFM or concierge on duty during your visit? <br>

  Yes

  No

  N/A

• Is there queue management in place? <br>

  Yes

  No

  N/A

• Is someone on the first terminal near entrance<br>

  Yes

  No

  N/A

POS

• Is the store merchandised to latest POS Guidelines?<br>

  Yes

  No

  N/A

• All POS clean with no rips or damage?<br>

  Yes

  No

  N/A

• All digital displays working in store?<br>

  Yes

  No

  N/A

• Are all dummy phones present? <br>

  Yes

  No

  N/A

• Are all live handsets / Tablets demo ready, charged as per live demo P&P? <br>

  Yes

  No

  N/A

• Are screens on devices clean and no fingerprints present?<br>

  Yes

  No

  N/A

• All devices priced correctly, check latest pricing cascade / pricing and promo tool?<br>

  Yes

  No

  N/A

• Leaflets current and appropriately positioned?<br>

  Yes

  No

  N/A

• Is the CIOT section complete with correct content and tablet working?<br>

  Yes

  No

  N/A

• Business area set up?<br>

  Yes

  No

  N/A

Accessories

• All accessories priced Correctly? <br>

  Yes

  No

  N/A

• Accessories pulled forward with no gaps?<br>

  Yes

  No

  N/A

• All accessories lines out?<br>

  Yes

  No

  N/A

• Accessories well merchandised and lined up?<br>

  Yes

  No

  N/A

Housekeeping

• Are chairs tucked in?<br>

  Yes

  No

  N/A

• Till areas clean and tidy.<br>

  Yes

  No

  N/A

• Draws checked and clear of junk.<br>

  Yes

  No

  N/A

• Do we have top up cards?<br>

  Yes

  No

  N/A

• Are bins under tills emptied?<br>

  Yes

  No

  N/A

• Are all units locked and keys with Key Holder?<br>

  Yes

  No

  N/A

• All till points fully equipped? (Stationary , Paper etc)

  Yes

  No

  N/A

• Toilets, clean tidy, with toilet paper, hand soap and air freshener?

  Yes

  No

  N/A

• Kitchen clean and tidy?

  Yes

  No

  N/A

• Fridge clean and in use?

  Yes

  No

  N/A

• Microwave clean and in working order?

  Yes

  No

  N/A

• Cupboards clear of junk and damaged items?

  Yes

  No

  N/A

• Bins clean and emptied?

  Yes

  No

  N/A

• Old POS removed and destroyed?

  Yes

  No

  N/A

• Old uniform removed?

  Yes

  No

  N/A

• POS and shop-fittings well organised and not over stocked?

  Yes

  No

  N/A

• Damaged shop fittings removed?

  Yes

  No

  N/A

• Stairs clean and clear of rubbish?

  Yes

  No

  N/A

• Fire exits clear of obstructions?

  Yes

  No

  N/A

• Fire exits clear outside?

  Yes

  No

  N/A

• Back of house clean and tidy?

  Yes

  No

  N/A

• Noticeboards and Communications up to date and being used?

  Yes

  No

  N/A

• Daily sales tracker visible?

  Yes

  No

  N/A

• Store commission tracker in place?

  Yes

  No

  N/A

• Store TNPS performance visible ?

  Yes

  No

  N/A

• Store lockers organised ?

  Yes

  No

  N/A

• Back office door secured at all times?

  Yes

  No

  N/A

• Meeting room clean?

  Yes

  No

  N/A

Rotas

• Do the rotas match footfall requirements?

  Yes

  No

  N/A

• Team rotas in place and 5 weeks done minimum?

  Yes

  No

  N/A

• Rotas to match FTE?

  Yes

  No

  N/A

• Weekly Kronos signed off- Mondays?

  Yes

  No

  N/A

Compliance

• Health & Safety completed- Mondays?

  Yes

  No

  N/A

• Compliance coaching logged and recorded?

  Yes

  No

  N/A

• Is the latest price checker signed off and correct?

  Yes

  No

  N/A

• All comms closed down for every team member. Check random advisers?

  Yes

  No

  N/A

• Are the teams using DPS correctly with interactions?

  Yes

  No

  N/A

• Reviewed store expenses for compliance?

  Yes

  No

  N/A

End of Day and Contracts

• End of days paperwork completed, check randomly?

  Yes

  No

  N/A

• Contract checks completed, check randomly?

  Yes

  No

  N/A

• UIN's all resolved?

  Yes

  No

  N/A

• RMA's and repairs dispatched?

  Yes

  No

  N/A

• Trade in's completed and correct?

  Yes

  No

  N/A

• Tote labelled and ready for pick up?

  Yes

  No

  N/A

• Proofs correct, specifically IDV overrides with no additional proofs?

  Yes

  No

  N/A

Posters

• Correct Posters Displayed in the Back Office?

• 1 Assurance Quick Check

• 2.H&S Policy

• 3.Environment Policy

• 4.Quality Policy

• 5.WEEE Policy

• 6. WEEE One Pager

• 7.Employee Liability Certificate

• 8.Public Liability Certificate

• 9.H&S Law Poster

• 10.Absolute Rules Poster

• 11.PCI Poster

• 12.My name is Susan Poster

HR/People

• Review of all active cases?<br>Cases are either:<br>DAP & PIP<br>Absence<br>Grievance<br>Well-being

  Yes

  No

  N/A

• Store talent pipeline in place by the SM?

  Yes

  No

  N/A

• Reviewed any potential store development with property?

  Yes

  No

  N/A

• Store fully recruited?

  Yes

  No

  N/A

• Store Holiday Planner in place?

  Yes

  No

  N/A

• Sickness and Absence process followed in store?

  Yes

  No

  N/A

• Is store to structure on FTE?

  Yes

  No

  N/A

• Reviewed latest temp report for store?

  Yes

  No

  N/A

Store Phone

• Is the Store phone working and with the manager on the day?

  Yes

  No

  N/A

• Are all voicemails listened to and responded?

  Yes

  No

  N/A

• Appropriate voice message on voicemail left and compliant?

  Yes

  No

  N/A

Management Controls

• Latest tool kit printed off and displayed?

  Yes

  No

  N/A

• Is any customer data visible or left unattended on the sales floor. (on till screens)?

  Yes

  No

  N/A

• Are all IT challenges logged?

  Yes

  No

  N/A

• Stock cupboards locked and secure (especially RI Stores)?

  Yes

  No

  N/A

• Key holders logged?

  Yes

  No

  N/A

• Is there evidence of good key control (cage & cupboards)?

  Yes

  No

  N/A

• All store keys checked and present? Who and how many are in the store?

  Yes

  No

  N/A

• Review any audit fails & review how SM is progressing?

  Yes

  No

  N/A

• H&S Folder present, with Risk Assessment completed?<br>H&S, Environmental Guidance printed off with Risk Assessment for store completed

  Yes

  No

  N/A

• Monthly Management control doc complete?<br>A manager control document must be completed each month by the store manager or senior team member to evidence that the relevant trading operations and tasks are being conducted. The documents are supplied on the Retail Compliance HUB and forms part of the stores Licence To Trade visit. The store manager must ensure that this document is completed accurately and the policy and procedures accompanying each document is read, fully understood and signed by all team members.

  Yes

  No

  N/A

• Monthly Assurance summary complete?<br>The assurance summary provides a monthly breakdown of the stores operations covering the following areas:<br> Stock Loss/Gain<br> Cash Loss/Gain<br> Discounts<br> Credits<br> Fraud Disconnection Rate<br><br>The store manager must review this document each month and provide comments in regards to the content and their findings. A copy of the reviewed document must be printed and stored in the managers Licence To Trade folder. Any questions regarding this document should be escalated to your compliance manager.

  Yes

  No

  N/A

• FTE / Spend review?<br>Review latest ASAT report

  Yes

  No

  N/A

• Yearly risk assessment complete?

  Yes

  No

  N/A

• Are employee bag searches being completed?

  Yes

  No

  N/A

• Is the employee search log up to date?

  Yes

  No

  N/A

Stock

• Stock counts compelted to schedule?

  Yes

  No

  N/A

• Review 3 x Box Counts to make sure they are compliant?<br>Completing a box count on a regular basis is required to ensure that we hold accurate stock levels at all times and stock is replenished correctly. The regularity of the box count depends on the stores RAG status. Stores should refer to their monthly assurance quick checks summary for information regarding this.<br>1. Box counts must be completed prior to the store opening for trade.<br>2. Any manual adjustments made after the count has been completed require a full investigation and supporting evidence for each device.<br>3. Box counts must be managed by a minimum of two people with all counts countersigned by both team members.<br>4. The store manager is required to ensure that an adequate amount of team members in store are trained on how to complete a box count.

  Yes

  No

  N/A

• Complete a top 10 manual count?

  Yes

  No

  N/A

• Evidence for stock adjustments - incorrect siebel order numbers or transaction numbers?

  Yes

  No

  N/A

• Stock recalls actioned?

  Yes

  No

  N/A

• Match up store demo phones to boxes?

  Yes

  No

  N/A

• Match up store live devices to boxes?

  Yes

  No

  N/A

• Old dummy devices removed?

  Yes

  No

  N/A

• Cage tidy and well organised?

  Yes

  No

  N/A

• Check top cards in stock?

  Yes

  No

  N/A

Financial

• Evidece present to support discounts?

  Yes

  No

  N/A

• Floats checked in tills?

  Yes

  No

  N/A

• Open the safe and ensure the expected number of daily cash bags are present in the safe and they are intact and sealed?

  Yes

  No

  N/A

• Is the safe locked?

  Yes

  No

  N/A

Repairs/Courtesy Phones

• Are courtsey phones cleansed reconciled each week against Jack Levels and Loan Phone report?

  Yes

  No

  N/A

• Repairs checked in store?

  Yes

  No

  N/A

• Repairs checked on store system?

  Yes

  No

  N/A

• Store using Appointment booking?

  Yes

  No

  N/A

• Is the Tech laptop working and used?

  Yes

  No

  N/A

Miscalculation

• Can advisers locate the quality policy?

  Yes

  No

  N/A

• Zagg machine returned?

  Yes

  No

  N/A

• Any external work impacting footfall?

  Yes

  No

  N/A

• Contingency process in place?

  Yes

  No

  N/A

• Is store email inbox managed well and emails read?

  Yes

  No

  N/A

Uniform and Cleanliness

• Are colleagues wearing appropriate Uniform ?<br>–White long-sleeve t-shirts (M&F) as appropriate<br>–Red polo shirts – Advisor and Tech Team (M&F)<br>–Fleece (M&F) as appropriate<br>–Name Badge<br>–Footwear - Converse style<br>- Dark Blue Jeans (no rip/tear)

  Yes

  No

  N/A

• Are all the team well groomed and condition of uniform well presentable?

  Yes

  No

  N/A

Business

• Business folder in place and being used for business customers?

  Yes

  No

  N/A

• Buisness advisor with phone, email and electronic business card set up?

  Yes

  No

  N/A

Training and Development

• Advisor development plans in place and folders up to date?

  Yes

  No

  N/A

• Team training and comms log in place and being used?

  Yes

  No

  N/A

• Are the team up to date with Fuse briefings? Check and Test?

  Yes

  No

  N/A

• Are 121's in place and recorded for all team members?

  Yes

  No

  N/A

• Evidence of coaching on the run in place?

  Yes

  No

  N/A

• Evidence of performance management in place?

  Yes

  No

  N/A

Advisor Checks

• Can team members articulate their current performance?

  Yes

  No

  N/A

• Can team articulate hot focus areas of the business?

  Yes

  No

  N/A

• Have the team got Fuse on their handset?

  Yes

  No

  N/A

• Can the team use Micro Strategy? Test and Check

  Yes

  No

  N/A

• Can the team access heartbeat site and use it?

  Yes

  No

  N/A

• Can the team member articulate their last feedback on Heartbeat from customer?

  Yes

  No

  N/A

• Was a morning brief conducted today and who led it?

  Yes

  No

  N/A

• What were the key messages from your brief today morning?

  Yes

  No

  N/A

• Test and check Tech team capability?

  Yes

  No

  N/A

• Test team on retail non negotiable rules?

  Yes

  No

  N/A

• Test team on Stay Safe Conflict and Theft Training?

  Yes

  No

  N/A

• Can team member locate the compliance HUB?

  Yes

  No

  N/A

Manager Checks

• Has the SM got Fuse on their handset?

  Yes

  No

  N/A

• Has the SM got Yammer on their handset?

  Yes

  No

  N/A

• Has the SM got Heartbeat on their handset?

  Yes

  No

  N/A

• Observe a coaching interaction with SM and Adviser in store?

  Yes

  No

  N/A

• Can SM operate the CCTV camera?

  Yes

  No

  N/A

Engagement

• Check team understanding on MyChoices and discounts?

  Yes

  No

  N/A

• Have team downloaded the MyChoices App?

  Yes

  No

  N/A

• Can team explain current reward model?

  Yes

  No

  N/A

• Can they locate the reward calculator?

  Yes

  No

  N/A

• Do team know how to login to check pay slips?

  Yes

  No

  N/A

• Do team members know about Vodafone Foundation?

  Yes

  No

  N/A

• Do team members know about Vodafone University?

  Yes

  No

  N/A

• Do team members know about Graduate Program?

  Yes

  No

  N/A

• Team members show you how to access digital parenting magazine?

  Yes

  No

  N/A

Compliance and Property

• Keeping you safe poster in place?

  Yes

  No

  N/A

• Team understand how to report an incident?

  Yes

  No

  N/A

• Test store PCI compliance?

  Yes

  No

  N/A

• Test team on Social Media policy?

  Yes

  No

  N/A

• Test team on CCTV disclosure process?

  Yes

  No

  N/A

• Partner Agent interest?

  Yes

  No

  N/A

• All team members Knowledge check's at 100%?

  Yes

  No

  N/A

• Team members randomly tested on knowledge checks?

  Yes

  No

  N/A