2076 - SSE Form

• Coach's Name:

  Matt R.

  Korey S.

  Chris C.

  Mike K.

  Kelea S.

• Employee Observed:

  Select Chris Skyler Caitlin Gary Mike Kelea Calob Jeff

  • Chris
  • Skyler
  • Caitlin
  • Gary
  • Mike
  • Kelea
  • Calob
  • Jeff

• Location:

  2043 (Broadway)

  2076 (Broadway Bluffs)

• Customer Type

  Select Sales Service & Repair Acct Maintaince Ready Now CSAT

  • Sales
  • Service & Repair
  • Acct Maintaince
  • Ready Now
  • CSAT

WELCOME / EXIT

• Was the customer greeted within 15 seconds?

  Yes

  No

  N/A

• Was greeting used: Welcome to Sprint, I'm ********* what brings you in today?

  Yes

  No

  N/A

• Are customers being thanked as they leave the store?

  Yes

  No

  N/A

• Did the rep come out from behind the counter "SMILING" to greet the customer?

  Yes

  Yes (No Smile)

  No

• Did the employee exchange names with the customer?

  Yes

  No

  N/A

YOU ARE APPROVED

• Did the rep ask to add additional lines of service?

  Yes

  No

  N/A

• Did the rep ask qualifying questions?

  Yes

  No

  N/A

• Did the rep tell the customer how many lines they were approved for?

  Yes

  No

  N/A

• Did the rep talk about / offer emerging products?

  Yes

  No

  N/A

Accessories

• Were multiple ACC bought out and offered to the customer based upon their needs mentioned in the sales process?

  Yes

  No

  N/A

• Which questions were asked?

  Case

  Charging

  Bluetooth

  Audio

  Storage

TEP

• Did the rep recommend "Equipment Protection"?

  Yes

  No

  N/A

• Did the rep tell the customers the benefits of TEP?

  Yes

  No

  N/A

• If an objection was given was the employee able to overcome it?

  Yes

  No

  N/A

NVP/Business

• Did the rep ask where the customer works?

  Yes

  No

  N/A

• Did the rep ask the customer who handles their corporate liable account?

  Yes

  No

  N/A

• Did the rep properly qualify the customer for the business in retail program/SBAE?

  Yes

  No

  N/A

• Was the NVP program explained and were the proper expectations sets?

  Yes

  No

  N/A

Buyback

• Did the rep talk about the Buyback program?

  Yes

  No

  N/A

• Did the rep verify the trade in value of the handset?

  Yes

  No

  N/A

• Did the rep overcome customers objection for trading in the old device?

  Yes

  No

  N/A

Account Setup

• Did the rep go over the Transaction Summary?

  Yes

  No

  N/A

• Was the customer informed of activation fees, upgrade fees, restocking fees, or prorated charges?

  Yes

  No

  N/A

• Did the rep offer to waive any additional fees or give additional discounts?

  Yes

  No

  N/A

Ready Now

• Did the rep offer help the customer set up their new devices?

  Yes

  No

  N/A

• Did the reps use the words "Ready Now" when explaining the service?

  Yes

  No

  N/A

• Did the reps send a test email to "rn@sprint.delivery.net" subject Sprint, store name/ employee name?

  Yes

  No

  N/A

Satisfaction

• Did the rep educate the customer about the CSAT call or text?

  Yes

  No

  N/A

• Did the rep explain what the survey is for?

  Yes

  No

  N/A

• Where you very satisfied with how I helped you today?

  Yes

  No

  N/A

• Where you very satisfied with your Ready Now experience today?

  Yes

  No

  N/A

Close

• Did the rep ask for the sales?

  Yes

  No

  N/A

• How did the rep ask for the sales?

  Yes

  No

  N/A

• What were the objections and what did the rep do to try to overcome them?

  Yes

  No

  N/A

Selling Zones

• Zone 1: Greet, Rapport, & HS Selection

  Yes

  No

  N/A

• Zone 2: What's New (Emerging Products)

  Yes

  No

  N/A

• Zone 3: Complementing The Device (Accessories)

  Yes

  No

  N/A

• Zone 4: Finishing the Sale (POS Station, R/N, & Very Satisfied)

  Yes

  No

  N/A

Ask Rep: "What went well"

Ask Rep: "What could/would they do differently"

Commitment: "I Will......"

Signature

• Employee

  Sign

• Observer

  Sign