9/21/2010

Helion Audits

The Helion Audit training is designed to Introduction

train and guide you through the basic rules • Definition Helion Audit
and provide tips to completing a Helion • What is the goal of audits?
Audit. • Why use external auditors?

Please make sure you have 15 minutes to Preparation

read, watch and listen through this
training. Audit introduction

When you pass the test you will be a Deontology

certified Helion Auditor. • Attitude
• Observing and recording
We will cover the following topics: • Confidentiality

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INTRODUCTION

Definition Helion Audit

What is the goal of audits?
Why use external auditors?

Definition Helion Audit

An audit is a …
systematic, independent, objective and documented observation proces, executed by
an independent third party (Helion), to measure to what extent a specific point of
sales meets the operational criteria/standards set by the organisation.

Examples criteria/standards:
- Is the shop clean?
- Are the required marketing materials available?
- Does the lighting work?
- Are all products available?
- ...

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Definition Helion Audit

There is one big difference between an audit and a mystery visit. During an audit, you
must identify yourself to the staff. During a mystery visit you must avoid at all costs to
be discovered as a Helion Evaluator.

There are two possibilities:

- Either you make an appointment with the shop manager. This is called a notified
audit.

- Or you can just go to the store to carry out the audit. These are unnotified, or
surprise audits.

What is the goal of audits?

An audit report is a management tool.

Managers use the report to detect and

correct flaws and improve processes.

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Why are companies using external auditors?

Companies use external auditors to ensure independence and impartiality.

An auditor cannot have a professional or any other relationship with the store.

IMPORTANT: once you have audited a particular store, you can never return as a
mystery shopper.

PREPARATION

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Preparation

 Read the questionnaire carefully and make

sure you know and understand the questions.
Study the materials you need to evaluate in
the store (posters, flyers, appliances, etc.), so
you can quickly and efficiently complete the
audit.

 Dress formally: a suit or jacket with classic

trousers for men, a traditional skirt or pantsuit
with nice blouse for women. Avoid jeans or t-
shirts. As an auditor you represent Helion, but
also the management of the end customer.

Preparation

Be sure that you take all the necessary material with you :

 Identification letter
 Badge (if available)
 Questionnaire
 Working ballpoint
 PDA, video camera, photo camera if necessary

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AUDIT INTRODUCTION

Audit introduction

• Step 1 : Approach a salesperson and ask

for the shop manager.

• Step 2 : Introduce yourself briefly to the

shop manager: "Good day, I am (first
name and name) from Helion Research. I
am here to execute an audit".

• Step 3 : If available, show your

identification letter and badge.

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DEONTOLOGY
Attitude
Observing and recording
Confidentiality

Attitude

You represent the management of our end

customer. Always remain calm, friendly and polite.
Show respect for staff and customers.

Make sure not to bother customers or staff by

your actions, do not interrupt conversations
between staff and customers and do not stand in
the way of customers browsing the store or
checking out the items.

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Attitude

Adopt a neutral, objective attitude. Be neither too strict nor over-familiar.

Note down your observations, but do not show approval or disapproval. Do not
comment on what you see. Do not give advice or personal views. Do not let
yourself be influenced by the staff.

Do you have any questions during your audit? Ask the shop manager only.

Attitude

Do you meet with resistance? (e.g. an

employee complains or is unhappy with the
audit). Refer kindly but firmly to the shop
manager. Do not argue.

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Observing and recording

You have to use the questionnaire during your

audit. It is necessary to record your findings
during the audit.

Record only the answers to the questions asked in

the questionnaire (procedures, rules, standards).

Take pictures or make recordings if required.

Confidentiality

The information you obtain during the audit is

strictly confidential. As an auditor you are bound
by professional secrecy.

Do you get any questions from the staff?

Refer to the shop manager.

Do you get any questions from the shop manager?

Refer to the point of contact within the
organisation.