PowerPoint Presentation

Dell Exclusive Store AuditTraining Document

SimplifyingRetail MarketingCopyright 2015 Channelplay Limited#Dell Exclusive Stores are the Premier Outlets for selling DELL branded laptops, desktops and accessories.

The connection between Look & Feel of a store and customers buying behavior is well-established. A plush looking store stimulates purchase.

Well maintained & well staffed stores inspire customer confidence and the various merchandising elements such as upkeep and maintenance of stores, placement of stock, dummies and signage in the store subtly change buyer behavior and result into higher value per sale.

To ensure that the highest standards are maintained at these Dell Exclusive Stores, regular audits are conducted to measure the store on prescribed parameters.Introduction and Objective

Copyright 2015 Channelplay Limited#Dell Exclusive Showroom v/s Multi Brand Outlet

Dell Exclusive showroom Multi Brand Outlet(MBO)

Dell Exclusive showroom has a dell sign board; no other sign board other than the Dell is not seen, while in MBO, we can find sign boards and advertisements of many other companies apart from Dell.Copyright 2015 Channelplay Limited#Sections of the Audit

The entire audit can be classified into 2 major sections basis the way the auditor observes / conducts the auditAccordingly, the Training document has also be broken into the above-mentioned 2 sectionsAudit SectionsMystery AuditOperational AuditCopyright 2015 Channelplay Limited#Auditors must carry a print out of the DELL Audit Template, Authorization Letter and a copy of ID proof and rate prescribed Look & Feel and interaction elements objectively. Auditor cannot ask the Dell Outlet for a print out of these from their store and such action will be considered a breach of the Code of Conduct.

Minimum intervention & assistance is required from the Exclusive Outlets for the auditor to complete the Audit. However, the Exclusive Outlets are encouraged to register their feedback with the Auditor so that they can be conveyed back to DELL.

The template contains the following type of questions that the Auditor will answer through observation.Yes /Average/No/N.A Answer Questions*The Auditor will mark the rating as a YES/AVERAGE/NO for a particular attribute and If the question is not applicable it will be marked as N/A.

Audit Methodology

Copyright 2015 Channelplay Limited#Step 2: Mystery AuditCopyright 2015 Channelplay Limited#Auditor Grooming: Auditor has to be neatly dressed while conducting the audit. Auditor should mandatorily wear a collared shirt and shoes. Auditor should be dressed either in formals or smart casuals. Round/ V-neck T-shirts, Slippers and Sandals are Not Allowed.Auditor should share their photograph immediately on audit assignmentAuditor should share a selfie and photograph of footwear with Channelplay contact ( Using Watsapp) before conducting any audit as well as a full length photograph ( covering footwear) inside the store after completing the audit, deviating from which might result in audit cancellation or payment deduction

Key Points to follow by the Auditor

Copyright 2015 Channelplay Limited#Audit Guideline: First 15-20 minutes of the audit is the mystery section where the Auditor needs to behave as a customer. After completion of Mystery Audit , Auditor needs to announce that he/she is an auditor and show the authorization letter to Store manager. The auditor would require to show the ID proof if asked by the Store manager Post that the audit will continue as an operational audit.Auditor needs to submit the Audit report to Channelplay HO within 24 hours after each successful audit completion. Auditor cannot ask any favor from the store( e.g. Tea/ Coffee/ Drop to station etc.).

Key Points to follow by the AuditorCopyright 2015 Channelplay Limited#SignageClean Signage and Dell branding is clearly visibleSignage is dirty and Dell branding is not clearly visible

Is the Dell Signage Clean and in good condition? Is the signage back-light functional?While entering the store verify for Dell signage condition. Verify for back light functioning during operational auditThe Signage is clean and the Dell branding is clearly visible. Also signage is in good condition with back light functional.The Signage is slightly dirty, but the Dell branding is clearly visible and the signage is in good condition.The Dell Signage is covered with dust or dirt and the Dell branding is not clearly visible and/or there are concerns like peeling of signage, fading, signage damage and/or signage backlight not functional

Copyright 2015 Channelplay Limited#Store EntranceIs the area in front of the faade clean & the door functional without any obstructions?Verify whether the store front area is clean and uncluttered. Stand in front of the facade glass(door) at 3 ft. distance and observe. Verify for hand prints, dust or dirt. Verify whether the front faade door operates (open & close) smoothly.The entrance into the store is uncluttered and clean. The facade glass is clean without hand prints, dust or dirt. Also front faade door open and close smoothly.Faade is functioning smoothly, however the area in front of the faade door is slightly dirty and/or the faade door is slightly dirty.The entrance into the store is cluttered with boxes, generator/inverter, shoe racks or any other obstruction or is dirty with water, mud spit marks etc. and /or faade is dirty with hand prints, dust or dirt and/or faade is not functioning smoothly Check the surrounding area of the faade.Check the steps to the store are not cluttered with generators/plastic bags/shoe racks/Water/mud spit marks.

Area in front of the faade which is very dirtyArea In front of the faade which is cluttered with plastic bagsNote: Be specific while mentioning your findings in remarks. If the issue is very severe like the concern shown in the picture 1 forward photo image with audit reportCopyright 2015 Channelplay Limited#Store EntranceAll stipulated customer call-outs are viewable on the faade door? (Credit Card acceptance, timings, open/close board etc.)Verify whether the store has credit card acceptance sticker, store timing, open close board( such information required to be in proper printed laminated sticker/board, no information in plain paper or Xerox copy is acceptable) Yes. The store has relevant informationNo. The store does not have relevant information

Store TimingOpen/ Closed BoardAcceptance of Credit CardStickerCopyright 2015 Channelplay Limited#Personal & Professional HygieneVerify whether all the staff were in uniform (Mention NUMBERS in comments if 1/2/3/4 Staffs were not in Blue T-shirt, Basic Blue Jeans, and black leather shoes).Verify the condition of the T-shirts, jeans, shoes(Specify in comments if uniform is not in good condition).Verify whether shoe is polished, hair is combed and men were clean shaved(Specify in comments if Shoe were not polished, hair was not combed, or men were not clean shaved).Are the sales reps well groomed and their uniforms presentable ?Verify whether all staff have Dell specified uniform? Staff need to wear Dell blue T Shirt, basic blue jeans and black leather shoes. Also verify whether the uniform is neatly ironed. Check if the shoe is polished, hair is combed and men are clean shaven. All conditions must be fulfilled.Yes. All members are well groomed and in uniformSome members(one or more) are not well groomed and /or do not have uniform and/or uniform not in good condition and/or not ironedNo. All members are not well groomed and /or do not have a uniform and /or uniform not in good condition and/or not ironed

Staff should be in Dell branded T-shirt and basic blue jeans Copyright 2015 Channelplay Limited#Connect with the CustomerVerify whether youre attended/acknowledged(Sales staff should react within 30 seconds of your entry).Notice whether youre greeted with a genuine smile.Notice the Sales staff behaviour(Sales staff should not be in hurry, or looks disinterested).Sales Rep should pro actively ask customers that if any specific product/model the customer is looking for (e.g. Laptop/Desktop).Sales Rep should ask to Auditor whether the system is for personal or official use. Auditor will ask for a system which should be multi purpose and ideal for everybody. Basic functionality required in a laptop/desktop are Internet, watching movies, playing games, listening to music.

Did the sales rep Smile & Greet the customer into the store?Are the customers acknowledged by the sales rep within 30 seconds of approaching Dell Counter?YesNoDid the Sales Rep enquire for the customer's need & expected usage ?Sales rep need to probe the customer on: a. Whether the customer is looking for Laptop/DT. b. Whether the product is for personal or official use. c. Persons using the product and kind of usageYesNo

Copyright 2015 Channelplay Limited#Create an experienceObserve whether Sales Rep mentioned about the product configuration and demonstrate the product qualities through the apps. Observe If Sales Rep is highlighting the key features and emphasize on the uniqueness of DellObserve whether Sales Rep is trying to sale other useful items like Bag, Laptop cover, optical mouse, Stereo headset etc. post product finalization/ closure of saleObserve whether sales rep said ThanksDid the Sales Rep highlight the product qualities with demo through the apps?Sales rep need to demonstrate the product usage by showing the apps.YesNoDid the Sales Rep highlight the Key features & differentiators of the requested products and emphasize on the uniqueness of Dell ?Did the sales rep refer the features and how it is benefitted to the customer?(not referring more about config)YesNoDid the Sales Rep try to upsell accessories/services ?Did the sales rep pitch in for selling accessories/Services on the closure of sale?YesNoDid the sales rep thank the customer for his/her visit to the store ?YesNo

Copyright 2015 Channelplay Limited#Step 2: Operational AuditIntroduce yourself and show your authorization lettersCopyright 2015 Channelplay Limited#Visual MerchandisingDoes the store have an active broadband connection (min speed - 1 Mbps) ?Verify whether the store has broadband internet connection with min 1mbps speedYes, the store has broadband internet connection with min 1 mbps speedNo, the store does not have the broadband internet connection as per the guideline

Internet Speed Test

Verify whether the store has broadband connection(minimum 1 mbps speed)Internet speed can be checked through www.speedtest.netAsk the store In-charge for the Internet plan that they have taken.Copyright 2015 Channelplay Limited#Visual MerchandisingAre all Notebooks/ Desktops/ Monitors/ Tablet products displayed and switched on ?Check for all Notebooks/Monitors/Tablet products displayed and switched onYes. All models are switched on No. Not all models are switched on/or one or more models are not functional

All the display units should be ON(Even for 1 system mark NO)

Copyright 2015 Channelplay Limited#Visual MerchandisingAre the Wi-Fi settings enabled for all Demos and is the RMN playing on all active screens ?The detail will be pulled from RMN tool at HO for the relevant month to assess consistency in RMN usage. Average RMN usage will be taken while qualifying store for gold rating. NV

Mark NV since the following data is taken from Dell HOCopyright 2015 Channelplay Limited#Visual MerchandisingIs the Demo Placement of Tulip series(Inspiron 5558) as per the branding call-out?Display table to showcase color with laptop lids facing the customerYes, demo display of Tulip series(Inspiron 5558) is as per the branding call outNo, demo display od Tulip series(Inspiron 5558) is not as per the branding callout

Planogram option 2 for smaller stores( 3 units in display)Planogram option 1 for bigger stores( 6 units in display)

Note: Display table to showcase color with laptop lids facing the customer. One table highlighting Glossy options and other highlighting the colored optionsNote: Display table to showcase color with laptop lids facing the customer. Display a product with white Glossy lid along with a product with Red Colormatt finishCopyright 2015 Channelplay Limited#Visual MerchandisingNote: Display table to showcase color with laptop lids facing the customer.Display a product with white Glossy lid along with a product with Red Color matt finish. Planogram option 3 for smaller stores( 2 units in display)

Copyright 2015 Channelplay Limited#Visual MerchandisingAre relevant Brochures available with the Demos ?Verify for relevant brochures placement beside demo display/or stacked on brochure standYesNo

Brochures should be available for all available demo units beside demo display/or stacked on brochure stand

Copyright 2015 Channelplay Limited#Visual MerchandisingDoes the store have sufficient accessories on display?The Accessories stand should be completely filled. Mark No for low inventory, Avg for medium inventory, Yes for optimum inventoryYes, the store has optimum inventoryAvg, the store has medium inventoryNo the store has low inventory

Accessories counter should be filled up completely, For Average accessories mark Average, For low/No accessories mark NO.

Copyright 2015 Channelplay Limited#Visual MerchandisingAre the sandwich boards & Branding stickers in good condition ?Verify for scratches, cracks, damage, lose studs, branding sheet fitting. Also verify for branding stickers peel off, bubbling, tear, fading etc. which are pasted on wallYes. Sandwich stand & branding stickers are in good conditionNo. Sandwich stand and /or branding stickers are not in good condition

Sandwich board/branding stickers should be in good condition (Verify for scratches, cracks, damage, lose studs, branding sheet fitting. Also verify for branding stickers peel off, bubbling, tear, fading etc. which are pasted on wall)Copyright 2015 Channelplay Limited#Visual MerchandisingIs the S & P stand/ Wall Unit in good condition? Verify for condition of S & P stand/ Wall Unit( paint, rust, damage etc)Yes. S & P stand/ Wall Unit is in good conditionNo. S & P stand/ Wall Unit is not in good condition

S & P stand should be in good condition (Verify for lighting. Also verify for condition of the stand(painting, rusting damage etc.)

Wall unitS&P standCopyright 2015 Channelplay Limited#VM: Sample Pictures

Branding is not properly pasted

Copyright 2015 Channelplay Limited#

Branding, Furniture & FixturesFurniture & FixturesBrandingCopyright 2015 Channelplay Limited#Store cleanliness and estheticsDoes the store have dedicated housekeeping personnel ? Does the store maintain HK check list on a daily basis?Verify whether the store has dedicated housekeeping personnel(Verify attendance for housekeeping personnel and physical presence). Also verify for HK check list as per the guideline.Yes. The store has dedicated housekeeping personnel and maintaining HK checklist as per the audit guideline.No. The store does not have the housekeeping personnel/or not maintaining the HK checklist.

Dedicated housekeeping personnel should be present at the time of Audit & Check HK check list should be maintained on daily basis.Copyright 2015 Channelplay Limited#Store cleanliness and estheticsDoes the store have a printer? Is the printer in working condition?Verify whether the store has the printer and in working conditionYes, the store has the printer and is in working conditionNo, the store does not have the printer/or Printer is not in working condition

To check whether the printer is in working condition, please give a printout of any document. However, auditor cannot request for a print out of Audit Template or Authorization Letter and such a request is a breach of Code of Conduct.Copyright 2015 Channelplay Limited#Store cleanliness and estheticsAre the floor tiles in good condition? Is the floor maintained and clean?Verify for floor condition and cleanlinessYes, the floor is in good condition and maintained fresh and cleanAvg, Floor condition or cleanliness is not up to the markNo, the floor is not in good condition/or not maintained fresh and clean

Copyright 2015 Channelplay Limited#Store cleanliness and estheticsAre the walls, ceiling , faade(side) glass in good condition and clean?Verify for condition of walls, fall ceilings(painting, seepage etc.), faade glass condition(other than front door) & cleanlinessYes. Walls & ceilings are in good condition. Faade glasses(other than front door) are in good condition and maintained cleanAvg. Maintenance and or/condition of walls, ceilings and /or faade condition/cleanliness is not up to the markNo. Walls & ceilings are not in good condition and/or faade glasses are not in good condition and /or not maintained clean

All wall, ceilings and glass (other than front door) should be clean and in good condition

Copyright 2015 Channelplay Limited#Store cleanliness and estheticsIs the A/C In good condition and clean? Is the room temp maintained as per the guideline?Verify whether AC is functional and adjusted to temp 18-24 degYes. The A/C is at prescribed range of 18-24 degree C and providing good cooling. Also AC should be clean and in good conditionNo. The A/C is not at the prescribed temperature range and/or is switched off and/or not providing cooling effect and /or not working properly

Notice the AC temperature as you entered the Store(Should be in between 18-24).AC should not make noise/Water leakage.Check the AC grills (should be neat and clean)In case of winters, the temperature should be maintained in such a way that it is pleasant inside the store.Copyright 2015 Channelplay Limited#Store cleanliness and esthetics

Are all the lights working and in good condition? Are all lights in use during the working hours?Verify whether all lights are in good condition and fitted properly. Also verify whether they are switched on during working hours?Yes. All lights are working.Yes. Some lights are not working.(2-3 lights are not working)No. More than 3 lights not working

Copyright 2015 Channelplay Limited#Store cleanliness and esthetics

Are the furniture & Fixtures clean? Is the furniture in good condition?Check if there are no broken doors/furniture, paint and wood wear & tear, stains if any. Also verify for furniture cleanliness.Yes. The furniture is clean and in good condition .No. The furniture is not clean and/or not in good condition.

Copyright 2015 Channelplay Limited#Store cleanliness and esthetics

Does the store have a back up power connection?Verify whether the store have a back up power like Generator/Invertor of desired capacity-at least 2.5 KVA. Verify whether the back up power facility is in working condition and it is sufficient to run printer, all lights and all demo units. In case of generator it need to be silent version.(Honda Make){be specific in comments if the answer is no)Yes. the store has back up power option with desired capacity.No. the store does not have back up power option/or not working/or not with required capacity/or generator is not of silent version.Is back room/rest room kept clean and in hygiene condition?In case of the store does not have rest room/back room the audit finding to be NAYesNoNote: Where ever power is provided by the builder or malls the answer to the question with * mark is YES and same need to be mentioned in remarks as back up power is provided by the builder(building owner) or the mall but ensure power provided is compatible to run printer, demo units and all light at Dell Exclusive storeBack room/Rest Room: In some stores back room/rest room not available. In such scenario clearly mark the finding as N/A. In case if the store is storing chemicals and consumables in the demarcated area in the store then treat the same as back room and score based on the finding but in such case mention that in the remarkCopyright 2015 Channelplay Limited#SW-Usage & reporting complianceDoes the store use Tally Shopper 9 for Product and S&P Billing?Verify whether the store has installed Tally Shoper9 SW and used for customer billing.Yes, Store has Shoper9 application installed and using it for customer billing No, Store has Shoper9 application installed but not using it for customer billing/or Shoper9 application not installed

Verify for the product billing is done through Tally Shoper9 only.Copyright 2015 Channelplay Limited#SW-Usage & reporting complianceDoes the store upload walk in data in Tally?Verify whether the store has updated walk in data in Tally on day to day basisYesNoVerify that store is uploading Walk-in data in Tally on daily basis.(check in Tally Shoper9)

Copyright 2015 Channelplay Limited#SW-Usage & reporting compliance*Does the store use/upload data on a daily basis?(this point would be scored from Dell based on Tally Shoper HO data based on sync.The detail will be pulled from Tally HO for the past one month to assess consistency in Tally usage. Data will be assessed on 20th of every month(this data will be updated by Dell)NV

Mark NV since the following data is taken from Dell HOCopyright 2015 Channelplay Limited#Customer ExperienceIs the customer feedback book available and updated?Ask for the customer feedback book.(it need to be always kept open for customers). Also verify whether the customer feed back book is maintained well.Yes. The feedback book is available and updated. Also book is maintained well.No. The feedback book is not available and/or not updated and /or not maintained well

Visitor book should be available with the store, It should be updated on daily basis.

Copyright 2015 Channelplay Limited#Customer ExperienceDoes the store maintain a soft copy of the customer feedback and follow-up tracker?Verify whether the store has maintained soft copy of Customer feedback(excel tracker) with follow-up tracker(for enquires)YesNo

Soft copy of customer follow-up tracker should be maintained and updated (Same as the given below format).

Copyright 2015 Channelplay Limited#Customer ExperienceIs the customer seating area in good condition?Verify whether there is a proper seating area provided in the store. Follow guideline given for Store upkeep and maintenance. Varies from store to store based on store sizeYes ,the store has customer seating and is in good conditionNo ,the store does not have customer seating or seating provided is not proper/or not in good condition.

Furniture should be in good condition (Should not be broken, torn etc.)If the store size is small with where customer seating cannot be provided mark NA in this case in comments.

Copyright 2015 Channelplay Limited#Store safety & statutory normsFire extinguisher should be of ISI marked, ABC-Type, 4-5 kg capacity, without expiredIf store is in a mall mark NA for this questionIs Fire Extinguisher Installed?(multi purpose - 4-5 kg capacity) (N/A for stores in malls)Verify whether the fire extinguisher is serviced and not expired. It need to be with ABC(multi purpose) stored pressure 4-5 kg capacity with ISI Mark.(either fire extinguisher can be mounted on wall or stored on floor with floor bracket)Yes. The fire extinguisher is installed and is as per the guideline.No. The fire extinguisher is not installed/or not as per the guideline/or has expired.

Type A/B/C

Check Expiry DatePointer should be at greenCheck for ISI MarkCopyright 2015 Channelplay Limited#Store safety & statutory normsCheck for Insured Address and expiry date (Should be of same dell store address and not be expired).Note: Attach insurance copy with audit sheet. Is the shop insured?Ask for the insurance document.(attach copy of insurance with audit report)Yes. The shop has valid and unexpired insurance.No. The shop does not have insurance or has expired.

Copyright 2015 Channelplay Limited#Store safety & statutory normsCheck Trade license/ Shop and establishment act/ Certificate of registration copy of the Dell Store.Note: Attach copy of trade license/or shops and establishment act/or certificate of registration with audit sheet.

Does the store have trade license/or shops and establishment act/or certificate of registrationAsk for the trade license/shops and establishment act/certification of registration(attach copy of the doc with audit report)Yes .The store has valid and unexpired docNo. The store does not have the required doc or has expired.

Copyright 2015 Channelplay Limited#Points to RememberAlways carry your Dell and Channelplay Authorization lettersTake good quality printout/ photocopy of the audit sheetAsking for a print out of the Audit Sheet or Authorization Letter is a breach of Code of ConductSpend about an hour in the store needs for completing audit and making relevant observationsOnce mystery audit is through inform designated store personal to accompany you during audit to get accurate information and to ensure information provided in the audit is accurate and reliable Auditors need to mention their view pt. at the end of the audit (observations)Ensure audit questionnaire is complete and do not leave any question unanswered. Always get the audit template stamped and signed by the center manager and submit a copy of the same to the center Collect a copy of all the documents from the outlet example: Trade license, Insurance certificate, invoice copy etc. In case store personal/auditor is not co-operative in audit process specify the concern in the audit remarksDo not get into any kind of argument with the store manager and contact the Channelplay HO in case of any problemEnsure audit sheet hard copy is been couriered to HO (Channelplay) on timeAsking for details over phone or for undue favours from a partner is a breach of Code of Conduct and strict action will be taken against any auditor found guilty

Copyright 2015 Channelplay Limited#Capturing PicturesFor All auditors: In case you observe any point which you think needs to be brought forward, capture pictures for the same as supporting. This will help us give good feedback to the client.

Poorly maintained store wall

Removed glass panel

Completely worn out flooring

Cluttered/untidy back room

Damaged tiles at entrance

Copyright 2015 Channelplay Limited#45/ channelplayTHANKYOUCopyright 2015 Channelplay Limited#