Vision Express is the third largest optical retailer in the UK and part of Grand Vision, the global optical retailer, operating across 44 countries and spanning 6,100 stores and online. Grand Vision is committed to delivering superior, high quality and affordable eye care to more and more people around the world. The objective of this activity was to check the selling skills and performance of the Vision Express outlets. The staff was being audited on the lines of their selling skills and product knowledge. The motive was to understand whether the staff is compatible enough to understand all customer queries and stand by the brand reputation.

In certain stores the staff energy level and selling skills were a major problem and to address that the staff was given formal training on the outcomes of mystery audit reports. Drastic change was seen, up selling and cross selling skills were increased. Staff themselves started pitching for free eye test and started explaining buy one get one free offer.

The stores were audited on a monthly basis on weekends to understand approach on peak hours. Both purchase and non-purchase audits were conducted.