AE observation form Copy

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Greeting

• Was the customer greeted/acknowledged within 10 seconds/feet

  Yes

  No

  N/A

• Was the customer greeted with a smile and enthusiasm?

  Yes

  No

  N/A

• Did the rep perform a name exchange?

  Yes

  No

  N/A

Probe/Qualify

• Did rep offer rate plan analysis to dig for new line sale?

• Check for proper coverage?

• Did rep probe for correct device based on customers needs with qualifying questions?

• Did rep qualify for accessories/demo?

• Did rep offer maximize offers and disposition accordingly?

• Did the rep qualify for tablets/mobile broadband/spc?

Recommended

• Did the rep recommend a complete solution?

  Yes

  No

  N/A

Overcoming objections

• Did the rep effectively overcome objections?

  Yes

  No

  N/A

Closing

• Did the rep ask for the sale?

  Yes

  No

  N/A

• Did they perform ready now? Set up email, apps, security, contact transfer.....

  Yes

  No

  N/A

• Did the rep set proper expectations (Bill, Return/exchange etc)

  Yes

  No

  N/A

• Thanking and asking for referral (giving out business cards and referral flyers)

  Yes

  No

  N/A

Action items

• Manager present on sales floor?

• Was outbound scheduled and being worked?

• Daily sales goals for reps/store and being used as coaching tool?

• Manager effectively coaching on sales floor?

• Current conversion percentage on NA handsets? Conversions percentage of previous visit? Does SM have action plan in place to achieve 4% conversion?

• General notes