Score Summary Score Poss %

First Impressions 7 7 100.0 %

Embrace 2 2 100.0 %

Unlock 8 11 72.7 %

Lock 4 4 100.0 %

Behavioural Measurement Score 32 40 80.0 %

Evaluation Total 53 64 82.8 %

Visit 1

Enquiry Bracelet

Number of Sales Associates on the shop floor: 3

First Impressions Y N N/A Score Poss Definition

1 Were the store's opening times clearly displayed in the window? • 1 1

Pandora's opening times must be clearly displayed in the window of the store to score 'yes'. If the outlet visited was a 'Shops-in-Shops' (SIS), please score N/A.

2 Was the store clean and tidy throughout? • 1 1The facia, signage, store floors and counters should be clean, tidy and free from any litter, including areas behind the till/counters.

Outlet: Sheffield Date: 06/08/2016

Retailer Code: GB00131030 Time: 13:42

Project: Visual 2016 Wave: 16Autu

2 Was the store clean and tidy throughout? • 1 1The facia, signage, store floors and counters s

3 Was a banner visible in the window display? • 1 1A promotional banner should be visible in the store window displays. Only applicable to concept stores. Mark N/A for 'Shops-in-Shops'.

4 Were promotional items on display? • 0 0 A Strut Card, GA block or Digital Image should be visible (eg. on a counter) to score 'yes'.

5 Was the store's television on and displaying a promotional film? • 1 1

The store's television must be on and displaying Pandora promotional material to score 'yes'. If there was no television in store, or the outlet visited was a 'Shops-in-Shops' (SIS), please score N/A.

6 Was each jewellery display priced? • 1 1 A price should be visible within each section/tray of the jewellery displays.

7 Were all sales associates presentable and well groomed? • 1 1

The sales associates must look smart and presentable wearing black clothing and at least 3 pieces of PANDORA jewellery.

8 Were you acknowledged within 30 seconds of entering the store? • 1 1

A sales associate must knowledge the customer within 30 seconds of entering the store. Even if sales associates are busy, this can be achieved with eye contact, a smile and/or verbal greeting.

Subtotal 7 7 100.0 %

Embrace Y N N/A Score Poss Definition

9 Were you approached within 2 minutes of a sales associate becoming available? • 1 1

If a sales associate is available on arrival, the 2 minutes will start. If the sales associate is busy with other customers, the 2 minutes will start from when they become available. If you approach, please score N/A.

10 Were you approached with an open question? • 1 1

The sales associate must approach with an open question. Open-ended questions are ones that require more than one word answers, not 'yes' or 'no'. Eg. How are you today? What can I help you with? Etc.

11 Did the sales associate ask at least 3 open questions to establish your needs? • 0 0

The sales associate must ask at least 3 open questions. Open-ended questions are ones that require more than one word answers, not 'yes' or 'no'. Eg. What are you looking for today? Who are you buying for? Etc.

Subtotal 2 2 100.0 %

Unlock Y N N/A Score Poss Definition

12 Did the sales associate show at least 3 suitable product suggestions? • 1 1

The sales associate must show the customer at least 3 suitable product suggestions based on the established needs (covered in

12 Did the sales associate show at least 3 suitable product suggestions?

• 1 1'Embrace').

13 Did the sales associate use a serving tray to show the products? • 1 1

A serving tray must be used to display an item from the start of the product presentation to score 'yes'. The top tray (where the complete jewellery section is displayed) must not be used on the counters.

14Did the sales associate remove all packaging prior to presenting the product/s to the customer?

• 0 1

The sales associate must remove all packaging out of sight of the customer (e.g. below the desk) before presenting the products on a serving tray. Tuppawear, plastic packaging, sandwich bags or similar must not be visible to the customer.

15 Did the sales associate explain at least 2 features of the product / PANDORA? 2 2

The sales associate must clearly explain at least 2 of the following features about the product or PANDORA company.

Design • 1

Materials • 1

Production/Thailand 1

History 1

Jewellery Categories 1

Other - Please comment 1

None of the above 0

N/A 0

16 Did the sales associate personalise one of the features as a benefit to the customer? • 1 1 The sales associate must create a

personalised product based on the customer.

17 Did the sales associate answer all product questions to the customers satisfaction? • 1 1 The sales associate must clearly answer any

product queries to the customer's satisfaction.

18Did the sales associate show any additional products from another category to go with your item of interest?

1 3

The sales associate must show at least 1 additional item from another category (e.g. bracelets & charms, earrings, necklaces or rings).

Bracelet 1

Charm • 1

Earrings 1

Necklace 1

Ring 1

None of the above 0

N/A 0

19 Did the sales associate encourage you to try the product on? • 1 1

The sales associate must encourage the customer to try the item on. If enquiring about an earring, an earring tester can be used. If the item is a gift, the sales associate must try it on for them.

Subtotal 8 11 72.7 %

Lock Y N N/A Score Poss Definition

Lock Y N N/A Score Poss Definition

20 Did the sales associate guide and advise you with your decision? • 1 1

The sales must help the customer decide by making a final recommendation on which product to buy.

21 Did the sales associate attempt to close the sale? • 0 0 The sales associate must ask the customer if

they want to purchase the item.

22 Did the sales associate advise the care and cleaning of the product? • 1 1

The sales associate must explain at least 1 specific instruction about the care and cleaning of the product (this can be achieved at anytime during the visit). If you do not purchase an item, please mark N/A.

23 Did the sales associate talk about at least 1 of the following in a positive way? 1 1 The sales associate must mention at least 1 of

the following to the customer.

Social Media • 1

New Product Releases 1

Club 1

None of the above 0

N/A 0

24 Did the sales associate thank you and wish you a friendly farewell? • 1 1 The sales associate must thank the customer

and say goodbye.

Subtotal 4 4 100.0 %

Behavioural Measurement Score Y N N/A Score Poss Definition

25 On a scale of 0 - 5, how friendly would you rate the team member? 4 5

To what extent did you like the team member as a person, factors which may influence this include smiling, voice tonality, open body language, positivity and humour? 5 = Excellent and 0 = Poor.

Comments:

+ Laughed with customer+ Used good humour

26 On a scale of 0 - 5, how enthusiastic would you rate the team member? 4 5

To what extent did you feel the team member enjoys life and their job, believing in the products and loves dealing with customers? 5 = Excellent and 0 = Poor.

Comments:

+ Upbeat, animated tone of voice+ Positive about product

27 On a scale of 0 - 5, how professional would you rate the team member? 5 5

To what extent did the customer feel the team member was professional - (well presented, articulate, knowledgeable and respectful). 5 = Excellent and 0 = Poor.

Comments:

+ Smartly presented+ Articulate/fluent speaking+ Confident with the brand

28 On a scale of 0 - 5, how interested in you as a customer would you rate the team member? 4 5

To what extent did you feel the team member was interested in you, including making conversation about things that are not directly to do with the purchase? 5 = Excellent and 0 = Poor.

28 On a scale of 0 - 5, how interested in you as a customer would you rate the team member? 4 5

To what extent did you feel the team member was interested in you, including making conversation about things that are not directly to do with the purchase? 5 = Excellent and 0 = Poor.

Comments:

+ Initiated conversation with customer+ Made conversation outside the transaction

29 On a scale of 0 - 5, how attentive would you rate the team member? 3 5

To what extent did the customer feel the team member was attentive - factors of this may include facing the customer, complete focus on the customer, great eye contact, treating the customer as though they were the only one in the store? 5 = Excellent and 0 = Poor.

Comments:

+ Took time with the customer+ Stayed with the customer- Got distracted by other customers or MOS

30 On a scale of 0 - 5, how helpful would you rate the team member? 4 5

To what extent did the customer feel the team member was genuinely interested in providing a solution that benefited the customer not just trying to sell a package? 5 = Excellent and 0 = Poor.

Comments:

+ Recommended a suitable product+ Physically demonstrated product

31Based on your experience, how likely are you to recommend this Outlet to your friends and family?

8 10 Please mark using the scale where 10 is extremely likely and 0 is not at all likely.

Comments:

Subtotal 32 40 80.0 %

Evaluation 1 Total 53 64 82.8 %