Choosing frames and spectacle lenses.

Some simple tips collected from successful practices.

CHECKLIST		TIPS
Establish how you can improve on their existing spectacles		Smile, maintain eye contact
Explain what you can offer in terms of lens thinness, weight and design
If the prescription is very different or if they are first time wearers, explain what they may experience		Give the customer confidence in your knowledge and ability
Discuss prices of options
Reinforce selection through what they may have said earlier. Use frame selection trays		Shows you taking interest. Suggest wearing coontact lenses to choose frames.
Check your customer is happy with shape and colour		Discuss features & benefits to meet lifestyles
Check bridge, width, length of bend & eyesize		Shows you value your customer for now and the future
Adjust frame accordingly
Ensure customer is happy with the fit		Ensures fit is right before going to lab
Confirm price of chosen frames & type of lens, i.e. coating thin/light, anti-reflective
Discuss wear & care for spectacle usage
If the customer has 'no change' in their prescription - do a 'no change' dispense.		This could involve an 'MOT' on their current glasses and a detailed discussion of lifestyle to ensure that their one pair of spectacles meets their needs. Another pair or contact lenses could be ideal for them.

Questionnaire Section

7-1	If you needed a prescription, did the member of staff mention/talk about any of these options?
7-1a	One or two different options for glasses L	Y	N	NA
7-1b	Talked through both glasses and contact lens options H	Y	N	NA
7-2	Did you need to probe for additional information? L	Y	N	NA
7-3	Did they mention the cost of any of the options? N	Y	N	NA
7-4	What was the spectacle frame choice like?
7-4a	Wide range of frames to suit all tastes and ages M	Y	N	NA
7-4b	Limited number and range of frames. (Please comment) L	Y.	N	NA
7-5	Did the layout of the spectacle frame display look inviting and well laid out? (Please comment) M	Y	N.	NA
7-6	Did any member of staff suggest putting in some contact lenses to help you choose frames? H	Y	N	NA
7-7	Did the optician discuss the suitability of the spectacle frames you had with your current prescription? Score NA if you do not currently wear spectacles. M	Y	N	NA
7-8	Did they discuss the features / benefits of different types of spectacle lenses? M	Y	N	NA
7-9	Did they offer value added coatings / products to enhance the look of the spectacle lenses? E.g. non scratch coatings, anti reflective coatings etc M	Y	N	NA
7-10	Did the member of staff offer you any advice on how to care for spectacles? e.g. cleaning etc. (Please comment) M	Y	N	NA
7-11	Did the member of staff mention any aftercare available once you have chosen your frames / lenses? e.g. you can pop back if you find them uncomfortable, not sure how to use them etc. (Please comment) M	Y	N	NA
7-12	Did the member of staff mention any additional products available once you have chosen your frames / lenses? e.g. cleaning fluids/cloths, sunglasses, non prescription/patterned lenses. (Please comment) M	Y	N	NA
7-13	Did they offer you a contact lens examination at this stage, if you were not offered one when you made the appointment? (Please comment) H	Y .	N	NA
7-14	In your opinion, how did you feel the dispensing was carried out?
	Very professional and informative M	A
	Reasonable professional and informative L	B
	Unprofessional and with limited information (Please comment) N	C.
	Extremely unprofessional and unpleasant (Please comment) N	D.
	NA	NA

Useful Resources

Touchpoint 8 training presentation
Slides and practical exercises - everything needed to train practice staff. Your CIBA VISION Business Development Manager is trained to deliver this material effectively

Touchpoint 8 training notes
These notes accompany the presentation and can be used to train any staff in practice involved in this stage of The Customer Journey.