Best Practice Observation - St. Peters (v 1.2)

• Observation Date

  Date

• Sales Rep

  Select Scarlet Light Mike Lockette Shelley Almquist Madeline Quinlivan Shawn Statler Dawood Bagheri Jose Collazo Danielle Boyher Keith Mclin Vivian Dunne

  • Scarlet Light
  • Mike Lockette
  • Shelley Almquist
  • Madeline Quinlivan
  • Shawn Statler
  • Dawood Bagheri
  • Jose Collazo
  • Danielle Boyher
  • Keith Mclin
  • Vivian Dunne

• Coached by:

  Select Chris Lindsey Amy Knight Carl Smith Mike Lockette Shelley Almquist Scarlet Light

  • Chris Lindsey
  • Amy Knight
  • Carl Smith
  • Mike Lockette
  • Shelley Almquist
  • Scarlet Light

• Transaction Type

  Select Upgrade Eticket DHRP New Activation Payment Account Maintenance

  • Upgrade
  • Eticket
  • DHRP
  • New Activation
  • Payment
  • Account Maintenance

B - Be Ready

• Customer greeted with proper greeting?

  S

  O

  N/A

• Within 5 seconds?

  S

  O

  N/A

• Sales rep showing enthusiasm and willingness to help?

  S

  O

  N/A

E - Emerging Products

• Did the representative qualify the customer for the Phone Connect?<br>

  S

  O

  N/A

• iPad/Tablet solutions?

  S

  O

  N/A

• MBB services mentioned?

  S

  O

  N/A

• Emerging product promotions offered?

  S

  O

  N/A

S - Selling Zones

• Did the rep visit the Enhanced/Audio zone?

  S

  O

  N/A

• Emerging Products zone? (Tablet, SPC)

  S

  O

  N/A

• Bluetooth display?

  S

  O

  N/A

T -TEP

• Was TEP mentioned to the customer during the sale ?

  S

  O

  N/A

• Were the benefits of TEP explained?

  S

  O

  N/A

• Was TEP pitched with S&R transaction?

  S

  O

  N/A

P - Premium Accessories

• Did the rep show the customer premium charging solutions ? (Mophie, Powerpack)

  S

  O

  N/A

• Audio products? (Wireless speakers and headphones)

  S

  O

  N/A

R - Ready Now

• Was Ready Now performed?

  S

  O

  N/A

• Was the Ready Now mentioned in the survey pitch?

  S

  O

  N/A

• Appointment offered? (Ready Now Workshop)

  S

  O

  N/A

A - Activations

• Did the rep probe for AAL opportunities?

  S

  O

  N/A

• Did the rep make every effort to close the sale ?

  S

  O

  N/A

C - Check RMS Offers

• Did the rep mention any RMS offers to the customer ? (Upgrade Now, Discounts, Etc)

  S

  O

  N/A

T - Transaction Time

• Was the transaction time reasonable in regards to the task?

  S

  O

  N/A

I - iPad Demonstration

• Did the rep qualify the customer for an iPad solution?

  S

  O

  N/A

• Did the rep explain iPad benefits?

  S

  O

  N/A

• Did the rep demo applications based on customer needs?

  S

  O

  N/A

C - CSAT Pitch

• Did the rep provide a Very Satisfied experience?

  S

  O

  N/A

• Did the rep explain how the survey works to the customer ?

  S

  O

  N/A

E - e-recycle

• Was the customer asked about old devices?

  S

  O

  N/A

• Did they position the trade-in as an accessory discount?

  S

  O

  N/A

• Representative Signature

  Sign

• Coach Signature

  Sign