2043 - Selling Skills Evaluation

• Location:

  2043 (Columbia Broadway)

  3149 (Columbia Vandiver)

• Employee Reviewed:

• Manager:

• What type of interaction is being observed?

  SALES (Act, Upg, or Accessory)

  SERVICE (Service, Repair, DHRP)

  ACCT MAIN (Billing, Change, Question)

  READYNOW (Apt, Post Sale, Workshop)

GREETING

• Did you hear "Welcome to Sprint...."?

  Yes

  No

  N/A

• Was the customer met near the front of the store within 3 seconds of entering?

  Yes

  No

  N/A

• Was their an exchange of names?

  Yes

  No

  N/A

• Overall score for customer greeting:

  1

  2

  3

  4

  5

• Overall score for presentation:

  1

  2

  3

  4

  5

OPEN QUESTION (check all that were asked/info gathered)

• How many lines are they looking for?

• Who are the users?

• Where do you work?

• Who is their current carrier?

• How important is coverage? Do they travel? Did they do a coverage check on the iPad?

• What phone do they have now? Likes and dislikes?

• Do they have a wish list? What improvements would they like to see in the new model? Durability? Battery life? Screen size? Storage size/memory card? Etc...

• What apps do they use most?

• What other electronics do they have in the home? Tablets? Which OS?

• Overall score for qualifying questions:

  1

  2

  3

  4

  5

PRESENTATION / SALES PROCESS

• Did the rep use personalized answers from the qualifying questions in order to make recommendations?

  Yes

  No

  N/A

• Did the rep explain personalized BENEFITS in their pitch, rather than general features?

  Yes

  No

  N/A

• Did the rep "BUNDLE" the monthly and out of pocket price with SPC?

  Yes

  No

  N/A

• Was their an iPad presentation?

  Yes

  No

  N/A

• Did the rep SHOW at least one protection accessory and one power accessory?

  Yes

  No

  N/A

• Rank the accessory pitch:

  1

  2

  3

  4

  5

• Was TEP addressed during the presentation phase?

  Yes

  No

  N/A

• Rank the TEP pitch

  1

  2

  3

  4

  5

• Was Buyback addressed during the presentation phase? (Did rep ask about other unused phones @ home?)

  Yes

  No

  N/A

• Rank the Buyback pitch:

  1

  2

  3

  4

  5

EMERGING PRODUCTS

• Talked about / Mentioned Sprint Phone Connect:

• Rank the SPC pitch:

  1

  2

  3

  4

  5

• Talked about / Mentioned Tablets (*** iPad ***):

• Rank the iPad pitch:

  1

  2

  3

  4

  5

• Talked about / Mentioned Mobile Broadband:

• Rank the Mobile Broadband pitch:

  1

  2

  3

  4

  5

CLOSING

• Did the rep ask for the sale using a soft or hard close?

  Yes

  No

  N/A

• Was their an objection?

  Yes

  No

  N/A

• Did the rep overcome the objection?

  Yes

  No

  N/A

WRAP UP & READY NOW

• Was Ready Now performed? (Did the customer know it was being preformed?)

  Yes

  No

  N/A

• Rank Ready Now Overall:

  1

  2

  3

  4

  5

• Was CSAT Survey Covered Adequately?

  Yes

  No

  N/A

• Rank the CSAT pitch:

  1

  2

  3

  4

  5

• Did the rep offer assistance with anything in the future? (ie.....Ready Now Workshop):

  Yes

  No

  N/A

• Did the Rep give out AT LEAST 2 business cards?

  Yes

  No

  N/A

• Did the rep ASK for referrals?

  Yes

  No

  N/A

SALES RECAP

• How many phones purchased?

  1

  2

  3

  4

  5

• Emerging Product purchased?

  Yes

  No

  N/A

• How many accessories purchased?

  1

  2

  3

  4

  5

• Buyback?

  Yes

  No

  N/A

• TEP?

  Yes

  No

  N/A

• Please rank the sale overall:

  1

  2

  3

  4

  5

• Manager Comments:

REVIEW WITH REP

• What went well?

• What could you have done differently?

• Commitment Statement: I WILL......