1. 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 1
The 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. 2 Was the store clean and tidy throughout? • 1 1
The facia, signage, store floors and counters s
3 Was a banner visible in the window display? • 1 1
A 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

3. 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.
14
Did 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.
18
Did 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

4. 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
On a scale of 0 - 5, how interested in you as a
To what extent did you feel the team member
was interested in you, including making

5. 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
31
Based 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 %