Page 2 - Telenorbutikken Kjedehåndbok

Kjedehåndbok Telenorbutikken

1 Innhold

2 Kjedehåndboken- butikkenes oppslagsverk ........................................................................... 4
3 Telenor Norge ....................................................................................................................... 4
3.1 Visjon ................................................................................................................................ 4
3.2 Verdier .............................................................................................................................. 4
3.3 Strategi ............................................................................................................................. 5
3.4 Telenors Multikanal strategi og visjon ................................................................................. 5
4 Telenorbutikken.................................................................................................................... 5
4.1 Ambisjoner og mål ............................................................................................................. 5
4.2 Målgrupper ....................................................................................................................... 6
4.3 Rollebeskrivelser kjedekontor og forhandler ........................................................................ 7
4.3.1 Franchisetaker og butikksjefens ansvar .......................................................................... 7
4.3.2 Franchisegivers ansvar .................................................................................................... 8
4.3.3 Eierråd og markedsråd .................................................................................................... 9
5 Franchisekonseptet Telenorbutikken ..................................................................................... 9
5.1 Franchisepakken ................................................................................................................ 9
5.2 Kjedestandarder ................................................................................................................ 9
5.3 Kvalitetskontroll av kjedestandardene............................................................................... 10
5.3.1 Customer Satisfaction Score (CSAT) .............................................................................. 11
5.3.2 Konseptkontroll ............................................................................................................. 11
5.3.3 Kampanjekontroll .......................................................................................................... 11
5.3.4 Ad hoc kontroller ........................................................................................................... 12
5.3.5 Brudd på kjedestandarder ............................................................................................. 12
6 Butikkonseptet ................................................................................................................... 12
6.1 Kategoristruktur og vareplassering .................................................................................... 12
6.2 Ryddighet og renhold i butikken ....................................................................................... 15
7 Telenorbutikk-ansatt ........................................................................................................... 16
7.1 Oppførsel ........................................................................................................................ 16
7.2 Bekledning i arbeidstiden ................................................................................................. 16
8 Servicekonsepter ................................................................................................................ 17
8.1 Fiks Ferdig ....................................................................................................................... 17
8.2 Mobilretur ....................................................................................................................... 17
8.3 Hardwareservice/reparasjoner ......................................................................................... 18
9 Markedsføring og kampanjer .............................................................................................. 18
9.1 Kampanjer ....................................................................................................................... 18
9.1.1 Hvordan bli kampanjeklar: ............................................................................................ 19
9.2 Lokale kampanjer ............................................................................................................. 19
9.3 Brand Guidelines/Design og kommunikasjonsretningslinjer ................................................ 19
9.3.1 Telenor.no ..................................................................................................................... 19
9.3.2 Sosiale medier ............................................................................................................... 19
9.4 Bruk av trykkeri................................................................................................................ 20
10 Profilartikler ....................................................................................................................... 20
11 Leverandøravtaler, kjernesortiment og prislojalitet ............................................................. 20
11.1 Leverandøravtaler ............................................................................................................ 20
11.2 Abonnement- og tjenestesortiment .................................................................................. 21
11.3 Innkjøpslojalitet ............................................................................................................... 21

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