- Service & Repair
- Acct Maintaince
- Ready Now
Was the customer greeted within 15 seconds?
Was greeting used: Welcome to Sprint, I'm ********* what brings you in today?
Are customers being thanked as they leave the store?
Did the rep come out from behind the counter "SMILING" to greet the customer?
Did the employee exchange names with the customer?
Did the rep ask to add additional lines of service?
Did the rep ask qualifying questions?
Did the rep tell the customer how many lines they were approved for?
Did the rep talk about / offer emerging products?
Were multiple ACC bought out and offered to the customer based upon their needs mentioned in the sales process?
Which questions were asked?
Did the rep recommend "Equipment Protection"?
Did the rep tell the customers the benefits of TEP?
If an objection was given was the employee able to overcome it?
Did the rep ask where the customer works?
Did the rep ask the customer who handles their corporate liable account?
Did the rep properly qualify the customer for the business in retail program/SBAE?
Was the NVP program explained and were the proper expectations sets?
Did the rep talk about the Buyback program?
Did the rep verify the trade in value of the handset?
Did the rep overcome customers objection for trading in the old device?
Did the rep go over the Transaction Summary?
Was the customer informed of activation fees, upgrade fees, restocking fees, or prorated charges?
Did the rep offer to waive any additional fees or give additional discounts?
Did the rep offer help the customer set up their new devices?
Did the reps use the words "Ready Now" when explaining the service?
Did the reps send a test email to "email@example.com" subject Sprint, store name/ employee name?
Did the rep educate the customer about the CSAT call or text?
Did the rep explain what the survey is for?
Where you very satisfied with how I helped you today?
Where you very satisfied with your Ready Now experience today?
Did the rep ask for the sales?
How did the rep ask for the sales?
What were the objections and what did the rep do to try to overcome them?
Zone 1: Greet, Rapport, & HS Selection
Zone 2: What's New (Emerging Products)
Zone 3: Complementing The Device (Accessories)
Zone 4: Finishing the Sale (POS Station, R/N, & Very Satisfied)