SWAS RGM Visit March 9th Onwards

• Audit Title

Store review

• Store Name / Branch Number

• Date

  Date

• Completed by

• Team present

First Impressions

• Are the windows clean?

  Yes

  No

  N/A

• Is the Fascia/ Signage clean

  Yes

  No

  N/A

• Is the floor clean and free from rubbish?

  Yes

  No

  N/A

• Are desks clean and free from clutter?

  Yes

  No

  N/A

• Are displays and fixtures clean and free from clutter?

  Yes

  No

  N/A

• Live demo phone Data cleanse process live in store and daily CFC completion is happening

  Yes

  No

  N/A

Perfect Welcome

• SFL/ Customer champion - is this in place, can you and your customer's tell who is running the shop floor?

  Yes

  No

  N/A

• Are all colleagues greeting customers entering the CPW store within 20 seconds?

  Yes

  No

  N/A

• Are colleagues approaching customers within 4 mins?

  Yes

  No

  N/A

• Are colleagues introducing themselves to the customer?

  Yes

  No

  N/A

• Did the colleague ask the customer the purpose for their visit?

  Yes

  No

  N/A

Customer metrics

• WCSS performance

  <70

  <74

  75

  76

  >77

• Is the appeals process in place

  <70

  <74

  75

  76

  >77

• Mystery shopping performance- what's the plan to deliver?

  <70

  <74

  75

  76

  >77

Performance

• Does the Branch Manager know what their Targets are? Volume/ WCSS/ TSCJ

  Yes

  No

  N/A

• Current performance understood vs. Volume Target

  Yes

  No

  N/A

• Current performance understood vs. WCSS Target

  Yes

  No

  N/A

• Current performance understood vs. TSCJ Target

  Yes

  No

  N/A

• What's the plan to support Volume recovery/ optimisation

  Yes

  No

  N/A

• What's the plan to support WCSS recovery/ optimisation

  Yes

  No

  N/A

• What's the plan to support TSCJ recovery/ optimisation

  Yes

  No

  N/A

• Does the team understand the plan for each of the key drivers?

  Yes

  No

  N/A

• Can the team explain how reward structure works and where their current performance sits?

  Yes

  No

  N/A

• Does the Branch Manager have the necessary controls in place for the new reward OE dash? SOH, Shrink, Cash Loss, discounting?

  Yes

  No

  N/A

• Are the team making commercial decisions and using the tools on offer? Trade in, discounting?

  Yes

  No

  N/A

Creating high performance culture

• Have all colleagues had a review within 7 days?

  Yes

  No

  N/A

• Do all colleagues have set performance targets and able to articulate their performance

  Yes

  No

  N/A

Observation visit sheet

About us and you

• Did the colleague introduce and explain the Pin Point Tablet

  Yes

  No

  N/A

• Did the colleague discuss the following information within the interaction:

• Pinpoint gathers information on how you use your phone now, and how you may use it in the future to ensure we get the right Tarrif and phone.

  Yes

  No

  N/A

• Pinpoint searches all of our available networks and all of the available tarrifs

  Yes

  No

  N/A

• Pin point tablet compares deals in the market so you save money

  Yes

  No

  N/A

• Pinpoint tablet is unique to CPW and no one else uses this approach at present

  Yes

  No

  N/A

• Did the colleague ask to take your personal details?

  Yes

  No

  N/A

Right sell

• Did the colleague show the customer a selection of tarrifs (minimum of 2) available with chosen handset on the tablet?

  Yes

  No

  N/A

• Did the colleague show the customer the final recommendation ( tariff and handset) on the tablet?

  Yes

  No

  N/A

• Did the colleague highlight best match for the customer?

  Yes

  No

  N/A

• Did the colleague explain future proof well enough for the customer?

  Yes

  No

  N/A

• Did the colleague explain benefits of the next tariff up?

  Yes

  No

  N/A

• Did the colleague show and explain the differences thoroughly?

  Yes

  No

  N/A

Close

• Did the colleague summarise the benefits of the recommended deal(phone and Tarrif)?

  Yes

  No

  N/A

• Did the colleague summarise how the recommended deal ( Phone and Tarrif) matched your needs?

  Yes

  No

  N/A

• Did the colleague summarise the benefits of choosing CPW?

  Yes

  No

  N/A

• Did the colleague explain " Price Promise" well enough?

  Yes

  No

  N/A

• Did the colleague recommend a range of accessories for the handset? (minimum of 2)

  Yes

  No

  N/A

• Did the colleague thank the customer with a smile?<br>

  Yes

  No

  N/A

• Did the colleague encourage the customer to visit Carphone again?

  Yes

  No

  N/A

• Did the customer buy?

  Yes

  No

  N/A

Controls

• Are the safe cabinets locked and keys secured with the Manager or Keyholder?

  Yes

  No

  N/A

• Are MSC's being carried out. Guidelines: Green 1 week, Amber 3 week, Red daily. Ideally all stores Green should get to 3 weekly, Mon,Tues, Weds.

  Yes

  No

  N/A

• Search sheets, Cash Sign on sheets and Audit/MSC cover sheets in place?

  Yes

  No

  N/A

• What shrinkage controls are in place?

  Yes

  No

  N/A

Next Steps / Actions

• Agreed Next Steps / Actions

• Last week's GM/BM review - take a photo to support evidence

  Yes

  No

  N/A

• BM/GM review

  Media

• Additional media

  Media

• Branch Manager / Deputy

  Sign

• RGM

  Sign