Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Operational
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Did the terminated dealer remove all Sprint signage? N/A if no issue identified or the store is open to the public.
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Were all store appearance and other observations, made throughout the course of the audit, within L3P channel expectations?
Dealer
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If the dealer had a website, was it approved and compliant with current Sprint standard?
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Was the dealer following Sprint guidelines in the use of social media?
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Were dealer documents (receipts/invoices, flyers, and business cards, etc.) compliant with Sprint standards (I.e. representation as a dealer, Sprint logo use, return policy verbiage, refrain from creating secondary contracts/agreements, etc.)?
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Was use of the Indirect 3rd Party Employee Rate Plan limited to current employees and granted per policy.
Brand
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Was the store located using the address listed in the IPOP Database, open during normal business hours, and did it appear to be Sprint? N/A if no issues are identified.
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Did exterior signage meet Sprint standards (monuments, channel lettering, required clings, store hours including Sprint.com, etc.)?
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Were marketing messages displayed, current, and approved?
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Was all required collateral (required on the sales floor) available for customers, and had all outdated collateral been purged?
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Were employees following apparel and appearance standards? N/A for Multi-Carriers.
Back/Front Office
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Based on a sample of new activations/upgrades, were current versions of subscriber and installment billing agreements, including the account holder's signature and initials, stored on file?
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Did store employees actively protect customer and Sprint proprietary information (i.e., by following ID policies, actively shredding, securing documents/receipts, locking computer screens when not in use, verifying passwords, etc.)?
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Did store employees ensure customers turned off the "Find My iPhone" feature on Apple devices prior to processing return, exchange, buyback or giveback transactions?
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Did store employees refrain from merging existing Framily Plan BANs/Group IDs as directed per program guidelines?
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Did store employees properly process Easy Pay/Framily Plan transactions (excluding merging existing account issues)?
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Did store employees accurately assess the condition and value of devices when processing Giveback transactions?
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Were the correct giveback devices received timely at the warehouse?
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Did store employees follow policy by accurately assessing the condition of devices when processing 14 day/Service and Repair transactions?
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Did the store demo devices match the active lines within the store's demo account?
Customer Experience
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Was all sales merchandise (devices and accessories) displayed with fact tags and current price tags as required?
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Were all demo devices fully functioning for customer use?
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Did the store have all required live Postpaid demo devices?
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Did the store have the minimum number of "required" Postpaid devices in stock per the Window Inventory Requirements (WIR)?
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Did the store meet display and inventory requirements for devices specified as "recommended/optional" on the Window Inventory Requirements (WIR)?
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Did the store minimize the number of direct ship orders to customers?
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Did all new hires complete the day 1-60 Indirect New Hire Training within the required timeframe?
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Did all new hires complete the Indirect New Hire Training post-work in STAR within the required timeframe?
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Did all employees complete the required On-Going training?
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Were employees knowledgeable on training content?
Authorized Service Center
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Did all new hire technicians complete the ASC On-Boarding Training including certification in STAR within the required timeframe?
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Were signed/dated copies of the Data Preservation Form and Closed e-ticket retained in accordance with the Records Retention Policy?
