Tyremart Store Evaluation (Business on Show)

• Store name

• Prepared by

• Location
  Address

1. STANDARDS AND UNIFORMITY: BUILDING EXTERIOR

1.1 LOOK AND FEEL

• Exterior Signs in good order

  Yes

  No

  N/A

• Main dealer board illuminated and lights working properly

  Yes

  No

  N/A

• Cladding clean and paint not peeling/flaking

  Yes

  No

  N/A

• Pylon in good condition (if applicable)

  Yes

  No

  N/A

• Exterior walls clean and paint not peeling/flaking

  Yes

  No

  N/A

• Windows clean

  Yes

  No

  N/A

• Only approved contra-vision/signs/stickers on windows

  Yes

  No

  N/A

• Flags clean and in good condition (if applicable)

  Yes

  No

  N/A

• No structural damage to building (e.g. windows, cladding, roller doors)

  Yes

  No

  N/A

1.2 PAINT SPECIFICATIONS

• Roof - Tyremart Dark Grey (if applicable)

  Yes

  No

  N/A

• Cladding / Signage Tyremart Blue

  Yes

  No

  N/A

• Roller Doors Tyremart Blue/Red or grey/silver powder coated

  Yes

  No

  N/A

• Walls Top: Tyremart Light Grey - facebrick accepted

  Yes

  No

  N/A

• Walls Bottom: Tyremart Dark Grey - facebrick accepted

  Yes

  No

  N/A

• Window Frames: Tyremart Dark Grey / alluminium

  Yes

  No

  N/A

1.3 PARKING AREA

• Vehicle entrance and parking area kept free of scrap and litter

  Yes

  No

  N/A

• Sufficient parking (guideline: one parking for every bay) - if applicable

  Yes

  No

  N/A

• Is parking area safe and secure?

  Yes

  No

  N/A

• No unauthorized signage

  Yes

  No

  N/A

• Outside benches kept clean and tidy (if applicable)

  Yes

  No

  N/A

• Garden / verge well maintained (if applicable)

  Yes

  No

  N/A

1.4 VEHICLES

• White vehicles with CI / sign-writing as per specification

  Yes

  No

  N/A

• Vehicles clean and in good condition

  Yes

  No

  N/A

2. STANDARDS AND UNIFORMITY: BUILDING INTERIOR

2.1 RECEPTION AREA

• Backwall: Tyremart Red/Blue swoosh (Contravision acceptable)

  Yes

  No

  N/A

• Reception counter - Bottom: Tyremart White and TM logo in good condition

  Yes

  No

  N/A

• Counters clean and uncluttered

  Yes

  No

  N/A

• A4 Perspex Stands and Posters displayed on counters

  Yes

  No

  N/A

• Only Tyremart approved displays in reception area

  Yes

  No

  N/A

• Telephones, computers, speedpoint machines clean

  Yes

  No

  N/A

• Open shelves / cupboards (visible to public) kept neatly packed

  Yes

  No

  N/A

• Tyre Stands clean and in good order

  Yes

  No

  N/A

2.2 STATIONARY

• All stationary as per Tyremart CI specifications

  Yes

  No

  N/A

• Digital signatures as per Tyremart specifications

  Yes

  No

  N/A

2.3 WAITING AREA

• Walls: Tyremart Light Grey

  Yes

  No

  N/A

• Floors: Light Grey Ceramic tiles or Black Rubber PVC tiles

  Yes

  No

  N/A

• Floors, walls and ceilings in good condition

  Yes

  No

  N/A

• Floors swept and clean

  Yes

  No

  N/A

• Neat and tidy waiting area

  Yes

  No

  N/A

• Furniture clean, in good condition and neatly arranged

  Yes

  No

  N/A

• Is the furniture comfortable?

  Yes

  No

  N/A

• TV ON and visible to customers?

  Yes

  No

  N/A

• WIFI available and working for customers?

  Yes

  No

  N/A

• Tea / Coffee / Refreshments area kept clean and tidy

  Yes

  No

  N/A

• Only Tyremart approved stands / product material displayed

  Yes

  No

  N/A

• Are magazines provided - Current (Cater for male and female)

  Yes

  No

  N/A

2.4 RESTROOM

• Locks / Latches on toilet doors in working condition

  Yes

  No

  N/A

• Floor, walls and ceiling clean and in good condition

  Yes

  No

  N/A

• Toilets, Urinals and basins kept spotlessly clean

  Yes

  No

  N/A

• Liquid soap always available

  Yes

  No

  N/A

• Toilet paper always available

  Yes

  No

  N/A

• Paper hand towels supplied

  Yes

  No

  N/A

• Air freshener always available

  Yes

  No

  N/A

2.5 WORKSHOP

• All equipment in working condition

  Yes

  No

  N/A

• Wheel-alignment machine updated to newest specs

  Yes

  No

  N/A

• Wheel-alignment machine calibrated (last 12 months) - Calibration certificate available

  Yes

  No

  N/A

• Wheel-balancer calibrated (last 6 months) - Calibration Certificate available

  Yes

  No

  N/A

• Torque chart available on wall

  Yes

  No

  N/A

• Are they using the torque chart?

  Yes

  No

  N/A

• Workshop floor regularly swept and free of mud, sand and litter

  Yes

  No

  N/A

• Workshop floor free of tools and products not being used

  Yes

  No

  N/A

• Equipment kept clean and re-painted where required

  Yes

  No

  N/A

• Hand tools stored / packed neatly

  Yes

  No

  N/A

• Safety / Information / Mandatory signs displayed as required

  Yes

  No

  N/A

• Right wall red and left blue - Vica Versa also accepted

  Yes

  No

  N/A

• Walls, floors and ceilings in good condition

  Yes

  No

  N/A

• Workshop product signs in good order

  Yes

  No

  N/A

• Floors: Black PVC Rubber Tiles or painted Grey (Rural)

  Yes

  No

  N/A

• Floors: PVC rubber tiles in good condition

  Yes

  No

  N/A

• Inside Pit: PVC Tiles / Tyremart Light Grey Walls or Dark Grey Tiles

  Yes

  No

  N/A

• Inside Pit: PVC tiles / Walls in good condition

  Yes

  No

  N/A

2.6 STAFF CHANGEROOM AND KITCHEN

• Staff kitchen clean and tidy

  Yes

  No

  N/A

• Changeroom clean and tidy

  Yes

  No

  N/A

3. CUSTOMER EXPERIENCE

3.1 STAFF CLOTHING

• All Sales staff wearing corporate clothing as per specification

  Yes

  No

  N/A

• Manager and Sales staff wearing name badges

  Yes

  No

  N/A

• Workshop staff - T-shirts / Overalls / Caps as per specification

  Yes

  No

  N/A

• Were all employees neat and tidy?

  Yes

  No

  N/A

3.2 STOCKFINDER (ONLINE LEADS)

• Stockfinder used as the primary quotation and communication system (Online, Telephone and Walk-in Customers)

  Yes

  No

  N/A

• New online leads regularly checked and customer contacted telephonically (less than 24 hours)

  Yes

  No

  N/A

• Updated quotations communicated to customer via STOCKFINDER. (Closing the loop)

  Yes

  No

  N/A

3.3 TELEPHONE ETTIQUETTE - MYSTERY CALL HEAD-OFFICE

• Telephone answered promptly (less than 5 rings) in a friendly voicetone

  Yes

  No

  N/A

• Person answering the phone introduces the store and his/her name

  Yes

  No

  N/A

• Salesperson requests customer details (Name, telephone number)

  Yes

  No

  N/A

• Salesperson enquires about what vehicle it is and what it is used for.

  Yes

  No

  N/A

• Salesperson enquires about current brand on the vehicle and if the customer was satisfied with them.

  Yes

  No

  N/A

• Salesperson asks if the customer has received other quotes from competitors and on which brands

  Yes

  No

  N/A

• Salesperson informs customer of any current promotions

  Yes

  No

  N/A

• Salesperson recommends more than one option.

  Yes

  No

  N/A

• Salesperson sends quote via STOCKFINDER and ask permission to follow up with customer within a certain time period.

  Yes

  No

  N/A

• Salesperson enquires if customer knows where they are situated

  Yes

  No

  N/A

3.4 WALK-IN CUSTOMER

3.4.1 MEET AND GREET

• Customer greeted in a friendly and respectful manner

  Yes

  No

  N/A

• Did the sales person introduce her/himself by name?

  Yes

  No

  N/A

• Was it determined if it is a fleet or private customer?

  Yes

  No

  N/A

• If Fleet, were all the required procedures followed?

  Yes

  No

  N/A

3.4.2 QUOTATION AND SALES TECHNIQUE

• Was the vehicle inspected by a salesperson, in the parking area or in fitment area?

  Yes

  No

  N/A

• Did the salesperson establish the need?

  Yes

  No

  N/A

• Was a recommendation made to provide the best solution for the customer needs?

  Yes

  No

  N/A

• Were add-on services (Nitrogen, wheel-alignment, ect...) offered?

  Yes

  No

  N/A

• Were value-added services ( Insurance, Credit, Peace-of-mind, Warranties, ect.) offered?

  Yes

  No

  N/A

• ALL customer information captured on STOCKFINDER?

  Yes

  No

  N/A

• Were you given a firm quote before any work was agreed to?

  Yes

  No

  N/A

• Final quotation communicated through STOCKFINDER (Email, WhatsApp or Printed)

  Yes

  No

  N/A

• Job card activated.

  Yes

  No

  N/A

3.4.3 SERVICE DELIVERY - COMMUNICATION

• If quotation is accepted, offer to drive vehicle onto lift

  Yes

  No

  N/A

• Was the process explained as to "what happens next"?

  Yes

  No

  N/A

• Was an estimated time period confirmed to complete the service?

  Yes

  No

  N/A

• Was customer invited to waiting area with refreshments?

  Yes

  No

  N/A

• Were you informed of progress while you waited?

  Yes

  No

  N/A

• Was existing damage brought to customers attention? (Nuts, bolts missing ect.)

  Yes

  No

  N/A

• Was the workshop staff friendly, enthusiastic and informative?

  Yes

  No

  N/A

3.4.4 SERVICE DELIVERY - WORKMANSHIP AND PROCEDURES

• Was job card printed and placed under wiper blade?

  Yes

  No

  N/A

• Use protective covers when replacing shocks or brakes

  Yes

  No

  N/A

• Were all four Tyres inspected properly?

  Yes

  No

  N/A

• Was the spare wheel checked?

  Yes

  No

  N/A

• All tyre positions marked when removed from vehicle

  Yes

  No

  N/A

• Rotation stickers placed in ALL vehicles (every 10000km)

  Yes

  No

  N/A

• Clean/polish ALL wheels and tyres

  Yes

  No

  N/A

• Torque wrench used to tighten nuts/bolts

  Yes

  No

  N/A

• Quality of workmanship checked (Stamp of approval / Signature)?

  Yes

  No

  N/A

3.4.5 LEAVING THE CUSTOMER

• Was the job completed in the required time limit (10min per wheel, 30min for wheel-alignment)?

  Yes

  No

  N/A

• Was the customer advised to rotate, balance and check wheel-alignement every 10000km?

  Yes

  No

  N/A

• Were you requested to keep your invoice in a safe place for guarantee purposes?

  Yes

  No

  N/A

• Were the applicable guarantees explained to you?

  Yes

  No

  N/A

• Salesperson thanks the customer for considering Tyremart

  Yes

  No

  N/A