Working Procedures Assessment (ODKH Staffs)

Staff making presentable outfit.

Staff put on natural make up, neat hairstyle, shaved off clean.

Staff wearing fully uniform. (Including Nametag, OWNDAYS Glasses, Arm Badge, Cloth)

Staff manner and behavior must be at high standard level and good posture to customer.

Staff can be representing a pleasent environment in the shop.

Do not stand around doing nothing. (Tidy glasses, Arrange display, Cleaning shop)

Staff understand about hand-gesture, Standing-posture, Eye contact, Voice tone and smiley face to customer.

Staff ECHO and approach within 30 seconds.

Introducing OWNDAYS Concept to customer.

Recommend Air Ultem or Memery Metal to customer and demonstrate the trial frames.

Saying some closing speech before left.

Staff approach customer within 3 minutes, can be change according to situation.

Making Contact: Expand the conversation. Staff ask to find out what customer need.

Discovering: Provide what customer need. comparing brand or material to customer.

Serving: Actions to fufill whats customer need.

Staff holding black tray or cloth while serving customer.

Staff demonstrate tester lenses to customer.

Take the appropriate actions: find new glasses to customer.

Staff did explain about Hard Multi Coating lens. (Hard coating, Multi coating, UV400)

Staff understand about Transitions lens.

Staff understand about Color lens.

Staff understand about Eyeshield lens.

Staff understand about Polarize lens.

Staff understand about i'relax lens.

Staff understand about Myopia control lens.

Staff understand about Progressive lens. (Enhance/Prestige/Prestige Gold)

Staff knows combinations lenses.

Staff recommend customer to buy 2nd pairs to get 25% discount.

Staff knows about current promotions and offer promotions to customer.

Staff fully understand registration process.

Staff ask customer about current glasses's prescription or customer wearing contact lens or not.

F.O.P staff fully inform policy and know how to proceed. (Give cx try on trial lens and ask for signature)

Offering option lens to customer.

Lens replacement: fully explain (Terms and conditiond, Check frames and ask for signature.)

Staff ask customer if they want additional documents or not. (Ex. Tax invoice)

Staff bring customer to waiting area before eyecheck.

Check lens stock and pick up lens before cashier.

Repeat frame model, Frame color, lens type and prescription.

Clarify price, Discount amount, and paid amount.

Inform about No Refund policy.

Ask for payment method.

Recheck cash and received with both hand.

Count money more than 2 times. (Infront customer before put in drawer or recheck customer signature on credit card)

Staff confirm with customer if they need any additional documents.

Staff fold warranty card in proper way.

Staff inform collect time and close shop time.

Staff sending envelope to customer with both hand.

Ask if the glasse is correct and check balance upside down and wipe the lens before handing to customer

Ask the visibility of customer glasses.

Front - Check balance (check from pupil to upper rim of frame)

Upper - Staff check distance between eye, lens and nosepad.

Side - Check the inclination angle and temporal tips.

Down - Check if it slide down while facing down.

Overall - Staff ask customer if they want any adjustment or not.

Staff ask customer to wearing glasses or keep it in the case.

Adjustment - Staff inform about adjustment service is avaliable at every OWNDAYS shops.

Instruction - Staff give a good instruction of how to take care glasses

Warranty - Staff explain about F+L warranty informations clearly

Out of warranty - Staff knows which frames or condition don't cover by warranty.

Staff ask customer do they want paper bag or not.

Staff send paper bag and all stuffs to customer with both hand.

Staff willing to send customer out of store with pleasure and says "Thank you".

Staff talk to the phone according to OWNDAYS standard.

Talk to customer clearly. (Not to fast)

Using pleasent voice tone during talk to customer.