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 |
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| Explain what you can offer in terms of lens thinness, weight and design |
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| 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 |
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| Discuss prices of options |
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| Reinforce selection through what they may have said earlier. Use frame selection trays |
Shows you taking interest. Suggest wearing coontact lenses to choose frames. |
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| Check your customer is happy with shape and colour |
Discuss features & benefits to meet lifestyles |
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| Check bridge, width, length of bend & eyesize |
Shows you value your customer for now and the future |
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| Adjust frame accordingly |
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| Ensure customer is happy with the fit |
Ensures fit is right before going to lab |
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| Confirm price of chosen frames & type of lens, i.e. coating thin/light, anti-reflective |
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| Discuss wear & care for spectacle usage |
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| 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. |
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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.