Information
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Coach Name:
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Assisted By / 2nd Observer:
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Rep Name:
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Store #:
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Conducted on
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CUSTOMER TYPE
- SALES - New Line
- SALES - Upgrade
- SALES - Accessory
- Bill Pay
- Account Maintance
- Service / Repair
- DHRP
- ReadyNow
WELCOME / THANK YOU
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Are customers being greeted as they enter the store? (within 15 seconds)
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Did rep come out from behind the counter?
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Did the rep smile?
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Was proper greeting used - Welcome to Sprint, My name is______what brings you in today?
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When the Cust is removed from VQ was the rep introduced to Cust by the host - OR - Did rep walk to the Cust and use the Cust name?
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AS CUSTOMER IS LEAVING - Did host thank the Cust for the Business and/or tell them to have a great day?
NEW LINE / ADD-A-LINE
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Did the rep "clerk" this interaction?
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Did the rep ask qualifying questions?
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Were emerging products discussed? (Phone Connect, MBB, or Tablets)
- Yes - Phone Connect
- Yes - Mobile Broadband
- Yes - iPad / Tablet
- No - Nothing
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Did the rep tell the customer how many lines they were approved for?
HUP / RMS OFFERS
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Did the rep tell the Cust their upgrade date / upgrade status?
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Did the rep check the "offers" for the account?
ACCESSORIES
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Were multiple ACC bought out and offered to the customer based upon their needs mentioned in the sales process?
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Did the rep ask/cover the 3 accessory questions?
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Was the rep able to overcome objections the Cust had?
TEP
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Did the rep recommend "Equipment Protection"?
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Did the rep tell the customers the benefits of TEP?
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Was the TEP App covered?
IL / CL DISCOUNT PROGRAM
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Did the rep ask where the customer works?
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Did the rep ask the customer who handles their corporate liable account?
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Did the rep properly qualify the customer for the business in retail program/SBAE?
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Was the NVP program explained and were the proper expectations sets?
BUYBACK
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Did the rep talk about the Buyback program?
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Did the rep verify the trade in value of the handset?
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Did the rep overcome customers objection for trading in the old device?
ACCOUNT SETUP
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Did the rep print / email the Transaction Summary?
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Did the rep go over the Transaction Summary?
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Was the customer informed of activation fees, restocking fees, or prorated charges?
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Did the rep offer to waive any additional fees or give additional discounts?
READY NOW
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Did the rep offer help the customer set up their new devices?
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Where did the rep stand/sit during R/N?
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Did the reps use the words "Ready Now" when explaining the service?
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Did the reps send a test email to "rn@sprint.delivery.net"<br>SUBJ: Sprint<br>BODY: 3150 / Emp Name
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Did the rep talk about self help / Sprint Zone?
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Did the rep smile?
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Was the Ready Now workshop mentioned?
SATISFACTIONS
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Did the Rep / Tech talk about the CSAT call?
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Was the CSAT survey explained & was the customer asked to take it?
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Did the Rep / Tech ask if the cust was "Very Satisfied"?
CLOSE THE SALE
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Did the rep ask for the sales?
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How?
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Did the customer have objections?
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Was the rep able to over come them?
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Did the Cust leave with the reps business card?
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Did the rep ask "Have I resolved all your needs for coming in today?
SERVICE & REPAIR
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Was eticket used properly?
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Did Tech have customer complete the "Data Preservation Form"?
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Did the tech set the proper expectations with the customer?
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Did the tech look for or identify a sales opportunity?
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Could you identify a "above & beyond" moment be identified during the interaction? If so also note it below!
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What was outstanding?
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Did tech show good listening skills and restate the problem to ensure we get the customers problem resolved?
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Did the Tech offer Ready Now at any point?
ASK REP / TECH - What went well?
ASK REP / TECH - What should they have done differently?
I WILL.......
ADDITIONAL NOTES:
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Did Rep cover all 3 zones? / Did Tech mention accessories?
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Did the Rep / Tech look for opportunities?
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Did the Rep talk about referrals? / Did Tech give out their business card?
Signature
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Employee
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Observer
